When you start to look at 'Automation' this can means a lot of different things.
If you take a step back and look at the effort involved in your customer journeys and follow the end to end process you should start to see where manual effort and inefficiency is. You can then prioritise this and improve the customer experience whilst automation some or all of the process.
You've now got lots of automation tools available including 'bots' however just automating a broken processes doesn't really help the customer, it may speed things up in the short term.
You really need to go beyond automation. Get insights and take action by uncovering blind spots and opportunities to leverage robotic automation and change how work gets done.
Rapid and non-invasive implementation allows enterprises to drive cost savings and productivity.
Enterprises can optimise workforces, processes, and technologies with automation that works independently.
To make confident, data-driven decisions, you need insight. Until now, knowing where to start looking for opportunities to improve efficiencies has been a guessing game. Workforce Intelligence removes that guesswork.
Although DWP should be commended for getting this programme back on track, considering its disastrous start, it is clear that significant problems still remain. Given the importance of Universal Credit – it’s a policy that impacts the livelihood of many vulnerable people – this isn’t something that should be taken lightly. The fact that Verify hasn’t proven to be a viable option for DWP is particularly concerning and the need for increased automation remains a concern.