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Putting the Digital Workforce to Work

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Digital workers help public sector organizations scale worker capacity and improve government services. They complement the human workforce by combining artificial intelligence, machine learning, and analytics to automate business processes. Amar Narayan, managing director at Accenture, explains how an intelligent automation platform allows organizations to train and manage a digital workforce.

How can an intelligent automation platform help address these challenges?

Powered by the cloud, an intelligent automation platform packages and accelerates the building, running, and managing of automations. Organizations get something that is already scaled, and they can run and implement automations cost-effectively. The platform does this in two ways. One, accelerators allow you to build the automations quickly. And two, the platform is all-encompassing and completely reacts to demand. It manages the bot itself, the infrastructure,and the processes. And it self-heals.

What kinds of results do your government customers see with this platform?

By automating the processing of state pension and benefit claims, some of our government clients have saved almost three million operational hours. By training — or retraining — just one digital worker, agencies can replicate and scale an unlimited pool of workers. Besides being cost-effective and quick to implement, workforce automation eliminates mundane parts of a process and allows operational staff to focus on higher-value tasks.

What keeps government organizations from unlocking the potential of workforce automation?

The first challenge is quickly and cheaply building automations at industrial scale. Second, many organizations try to solve too many problems with automation versus focusing on their high-value issues. The third challenge is recognizing that, as with any technology, automation must constantly evolve — technically and functionally, as well as from the viewpoint of innovation.

What differentiates this technology from other solutions?

All the key elements to recreate a truly digital workforce — the infrastructure, code, and processes — are combined into a single platform. It can integrate and operate on any application, so you can automate any system without making changes to it. We can also build any automation without requiring test environments or test data from the organization. And the solution adapts to demand, so it has infinite scale, yet zero waste. It constantly checks itself so that you are reducing your run costs as you process work

What does the automation setup look like in practice?

The idea is to make the process simple. It typically starts with identifying the top areas or problems worth solving. Next, we walk through what the automation process would be. We can then develop the automation — without test environments or test data from the organization. By simply walking through the process, we can create the automation and demonstrate it back. Then it’s a case of deploying it into production, which just requires secure connectivity to the organization’s backend applications.

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