Deloitte Shared Services Conference 2018 Lab: Scaling RPA David Wright, Kim Burton, Dupe Witherick and Marina Gordeeva, Deloitte

Contents 1. Explore: Latest RPA trends on the market 5 2. Explore: How to move to scaling RPA? 12 3. Barriers to scaling RPA 16 4. Treating the automation as a transformation 20 5. Takeaways 24 Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 3

Key Tools / Technologies The evolving Robotics and Cognitive Automation (R&CA) technology landscape As the appetite for automation grows, the interplay of emerging technologies will lead to fundamental changes in how organisations operate and deliver services Robotic Process Automation Mimics human actions The application of robotic users to perform repetitive or rules-based tasks Enables: o Faster handling time o Higher volumes o Reduced errors & costs Cognitive Automation Mimics human judgment Replaces human actions and judgement using cognitive technologies Pattern recognition within unstructured data Includes: chat bots, natural language processing and natural language generation Artificial Intelligence Augments human intelligence The use of computer systems to perform tasks that traditionally required human understanding/intelligence Includes: machine learning and quantum computing Siri Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 5

Top priorities for organisations adopting Robotic Process Automation (RPA) 1 Increased productivity 2 Improved customer experience n=478 Source: Deloitte, 2018 Global RPA report Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 7

Did the implementation meet your expectations in terms of: Improved productivity Cost to implement Improved compliance Cost reduction Flexibility to scale up or down capacity Timeliness / ability to work 24/7 Providing better management information 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Exceeded Met Did not meet n=81 (organisations implemented or scaled RPA) Source: Deloitte, 2018 Global RPA report Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 8

Robotic Process Automation is an enterprise wide initiative Today 70% of organisations are piloting RPA as part of a firm-wide initiative, compared to 64% in 2017 and 15% in 2016 n=238 Source: Deloitte, 2018 Global RPA report Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 9

How supportive of the RPA implementation were your stakeholder groups? (% supportive or highly supportive) Functional leadership C-suite Managers and team leaders Global process owners and / or Continuous improvement functions Team members IT 81% 72% 68% 67% 64% 57% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 2018 2017 N=81 (organisations implemented or scaled RPA) Source: Deloitte, 2018 Global RPA report Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 10

How do you plan for your RPA investment to change in the next 3 years? % of organisations implemented or scaled RPA who are investing > 1 Mio USD in RPA 60% 50% 40% 46% of organisation will be investing minimum 30% 20% 1 Mio USD in RPA 10% in the next 3 years 0% Now In 3 years n=81 (organisations implemented or scaled RPA) Source: Deloitte, 2018 Global RPA report Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 11

Majority of Robotics and Cognitive Automation (R&CA) initiatives are still relatively small and not transformational As organisations progress in their adoption of RPA, they tend to become more ambitious with cognitive & emerging technologies < 100k Potential value released > 100m Financial Services 000 s bots Private Sector Public Sector 00 s bots <5 bots <10 bots ~50 bots Cognitive automation Proof of concept Pilot Roll-out Scale Super-scale cost to implement per bot 90k 35k Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 13

The Enterprise Value Map Starting point for conversations on scaling R&CA Value Revenue growth Operating margin Asset efficiency Expectations Pricing Innovation Customer acquisition Account management SG&A: Customer service, shared services COGS: Production and supply efficiency Tax efficiency PP&E efficiency Inventory: Finished goods, WIP Receivables & payables Planning Performance management Operational excellence Compliance Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 14

Value capture: vision Set a plausible vision and ambition that the right people buy in to Vision High 20m of RPA benefits? Ambition ~ 50k per FTE? Benefits identification Broad Vision Big ~400 automations? Enterprise engagement ~2,000 opportunities? Benefits What does this mean for Discovery? Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 15

Top three barriers to scaling RPA 1 2 3 Process fragmentation IT readiness / infrastructure / systems Having a clear vision / ambition for RPA n=478 Source: Deloitte, 2018 Global RPA report Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 17

organisations The legacy of experimentation is hindering RPA implementation at scale Experimentation Transformation 100% <5 <10 ~50 00 s 000 s Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 18

What we hear We don t take an E2E view to our processes or automations, because processes cut across our organisation design and ways of working We are not achieving the cost benefits we anticipated, so getting support for further investment is a problem. We have not found the best opportunities for automation, nor developed the pipeline we hoped for IT are slowing us down with their methods and documentation fractured and nonstandard processes have been difficult to automate Though we would like to democratise automation efforts, business teams do not have the tools, remit capability or resource to deliver E2E realisation of opportunities We don t know how to organise for success centralised, distributed, hybrid? Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 19

Treating the automation as a transformation Bold ambition Setting the right aspiration, shaping the right upstream decisions. Strong foundations Industrial yet agile platforms, and not just the tech. High velocity change The people, organisation and behaviours to support rapid scaling. Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 21

Enterprise Automation Framework The Enterprise Automation Framework addresses the most commonly experienced barriers to scale We already discussed briefly the vision component of the Framework. Enterprise Automation Enterprisewide RPA Framework V1.4 Having clarity and stakeholder alignment on all 7 components is key to scaling RPA at speed. Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 22

Robotics and Cognitive Automation (R&CA) Scaling Lab The Lab is a full day experience for organisations who have implemented a small number of bots and are now looking to scale 1 Pre-Lab 2 Scaling Lab 3 Post-Lab Stakeholder Interviews held with some lab attendees Maturity Assessment conducted with all lab attendees Explore the art of the possible Engage with key scaling capabilities Ignite by defining key actions R&CA Ambition has been articulated Scaling Roadmap is developed Key Output Document is developed We hold interviews and conduct an R&CA scaling Maturity Assessment In the lab we articulate an R&CA Scaling vision Following the lab we produce a Key Output Document Our underlying processes are inadequate for R&CA As an organisation, we lack a vision for scaling R&CA to identify priority areas to cover in the Lab. and define actions across key scaling capabilities. to maintain momentum and to highlight key next steps. Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 23

Takeaways 1 The way we live and work will be transformed through automation 4 Executives get it, many are becoming impatient at the slow pace of scaling 2 Although most companies are automating, very few have yet scaled 5 Treating automation as a transformation is essential to achieving scale 3 Enterprise-wide automation will become the norm quickly If it isn t working, pause, fix and restart when you ve got the 6 foundations ready Deloitte 2018 MCS Limited. All rights reserved. Deloitte Shared Services Conference 2018 Scaling RPA 25

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