RPA Taking intelligent

Balanced automation to the

Scorecard next level

An EdgeVerve strategic framework based on the Balanced Scorecard™

Many enterprises have successfully piloted intelligent automation programs and some have even adopted these on an
enterprise level. However, few have succeeded in industrializing the benefits of Robotic Process Automation. The Robotic
Process Automation Balanced Scorecard FrameworkTM is a powerful and strategic tool that enables enterprises to track,
plan and execute a RPA programs. It captures a holistic view of the cost savings and service improvements with a strong
focus on people and change management.

Abstract
The combination of Robotic Process Automation (RPA) with Artificial Intelligence and digitization has been
delivering significant cost and efficiency benefits. However, as with every new technology, there are challenges
in establishing clear benchmarks to track the effectiveness of RPA engagements. This white paper explains how
the RPA Balanced Scorecard (BSC) framework can be used as a tool to track and evaluate the effectiveness of
RPA programs in organizations. It highlights the key features of the RPA BSC and how it helps organizations
identify short-term and long-term benefits.

Introduction
Robotic / Intelligent Process Automation (RPA/IPA) is already delivering
on its promise of greater business benefits. A glimpse into the rapid RPA market growth for
pace at which various industries have adopted RPA is a testament to ANZ market
its continuous success. For instance, the banking, financial services and
800
insurance industries lead the pack with 62% of the total implementations
of intelligent automation*. Furthermore, over half (56%) of these projects
are within the business unit itself while 9% are in an RPA Centre of 216
Excellence*. Today, several early adopters have realized that RPA is not just
another automation solution but a strategic platform to re-imagine how
operations can be modernized and optimized. RPA market is expected to 2016 2020
be 800 Million $ by 2020 just in ANZ market.*

Challenges
There are many factors that determine whether an RPA program will succeed or fail. It is important to understand
these drivers to mitigate issues that may result in poor business outcomes, leading to abandoned projects.

Business/strategic Program management Technology/process People and change

• Absence of an overall
framework to measure the
success of a RPA program
and its ongoing impact
• RPA program ownership
(IT versus business)
• Incorrect identification of
process targeted for RPA
• RPA scalability and • Absence of process • Improper change
roadmap issues optimization for management techniques for
maximum benefits or employees who have to deal
• Inability to identify
over-automation with or are affected by the
the correct delivery
implementation of bots
methodology and • Poor infrastructure,
operating model security and data quality • Implementing RPA as a
for production change program within the
• Lack of a single view of
organization
all RPA programs within
business units • Encouraging employees to
use augmented automation
in daily routine
• Talent augmentation after
POC success
 The right framework for RPA implementations
The Balanced Scorecard Framework™ was originally developed by Dr. Robert Kaplan and Dr. David Norton
as a framework for measuring organizational performance using a balanced set of measures. It provides
additional non-financial strategic measures that ensure long-term success. The BSC has evolved over time and
is now considered a fully integrated and strategic management system.
One of the concerns around RPA that is discussed, and often ignored, is the impact of RPA on the workforce.
Any organization with an RPA implementation plan should adopt a long-term view when considering the
impact of bots on the workforce landscape. The RPA BSC helps organizations do this by focusing on ‘people’
and ‘growth’ to plan for a smooth transition and track progress. Additionally, the RPA BSC framework can be
used by enterprises across the RPA maturity spectrum, i.e., for beginners, adopters and leaders.
According to the framework, the enterprise RPA program must be viewed from four perspectives namely
financial impact, customer impact, enterprise program management, and people & change management. The
objectives, KPIs, goals, and actions should be developed for each perspective.

Key highlights of the framework

Expected outcomes
• Financial impact considers the organization’s financial performance and the use of financial resources
such as the cost-benefit or return on investment (ROI) of a particular RPA program
• Customer impact considers the customer or other key stakeholders (vendors, suppliers, employees, and
contractors) that the organization is designed to serve through optimal customer service quality and
response time

Enablers
• Enterprise program management considers the performance of RPA programs by measuring quality,
efficiency, governance, and ease of adoption
• People & change management considers the performance of RPA programs by measuring learnability,
adoption, technology, culture, and other capacities

Revenue Opportunities Enterprise RPA strategy

• Return on investment • Organization vision
• Faster revenue recognition • Adoption and timeline
• Sales uplift • Business case strategy

Enterprise Program
Financial Impact Management

Next Gen employee

Customer • Super-employees
• Faster turn around times • Workforce planning
• Service availabilitv • Identifying and
• Customer experience mentoring

Customer Impact People & Change

Management

Thus, the RPA BSC covers all the strategic aspects required by an organization to be successful in its enterprise automation
journey. It also provides measurable metrics and reports across various roles to track the progress of the automation
program.

2
RPA Balanced Scorecard map
Strategic Key Performance Indicators Target Actuals Comments Program/Initiatives Efforts
Objectives
Average revenue per bot/user(Manual) +5% +2% Not met 1. Re-evaluate the
Financial Impact

Revenue adoption and capacity

Impact on sales through cross/up sell
Opportunities utilization of the bots
Bot/employee outcome
2. Increase adoption
Cost Effort reduction through process automation
Optimization Reduction in Cost per transaction or service
Time to respond to customer queries (AHT)
Customer Impact

Customer Quality (first call resolution/accuracy)

Experience
CSAT score variations
Employee/ Service improvement for employee queries
Vendor
Experience
Process execution velocity, i.e., bot versus manual
Enterprise RPA Bot quality = %Accuracy * %Success Rate
Enterprise Project

Strategy Bot utilization (total active time of bots in hours) /

Management

(total available bots in production*24)

Process automation velocity ( time taken to

design and deploy a bot)/(complexity of the process
Project automated)
Management
Vendor quality score (Issue Volume, Rate of
resolution)

Next-gen Employees equipped with automation

People &

Employees Time to proficiency

change

Change RPA skill level

Management Internal/external RPA SMEs

Benefits
Expected outcomes
The RPA BSC delivers benefits across the enterprise for various roles as shown below:

CXOs and VPs Business and Program/IT Managers Business Support

(Change Management, HR, etc.)
Alignment with the Process Heads Track the entire health
enterprise vision Priortization of the of the program Foundation for creating
processes and benefit next-gen employees
Budget planning and Holistic view of
overview Clear change
benefit overview the enablers and
Plan and track the outcomes management goals
future RPA journey

Tailoring the framework

RPA BSC has to be customized for every enterprise based on several parameters such as:
• The domain/industry of the organization
• Size of the organization, i.e., small / medium / large
• The planned size of the RPA program
• Key vision or goals of the organization and the expectations from the RPA program such as cost savings,
enhanced operations, productivity improvements, etc.
• Use of a centralized or a federated command center for mature organizations

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Conclusion
Measuring the success of RPA programs is a challenge for most organizations as the technology for RPA or intelligent
automation is still new. Without clear benchmarks and key performance indicators, organizations struggle to plan their
RPA programs for maximum effectiveness. Further, it becomes difficult to evaluate the impact of bots on the workforce
and roll out relevant change management programs, which may lead to poor adoption and abandoned projects. The RPA
Balanced Scorecard Framework from EdgeVerve helps organizations address these challenges using a comprehensive
set of measures. By identifying the financial and customer impact as well as enterprise program, people and change
management processes, this framework acts as a one-stop tool that tracks and evaluates the short-term and long-term
health and benefits of RPA programs. Through proper planning and execution, this tool helps enterprises benefit from
continuous process automation, productivity improvements and cost savings.

Authors Profiles

Abhishek Tammina Sairam Iyer

Abhishek Tammina is a Product client solutions executive for AI and
RPA products at EdgeVerve. He has led some of the large automation
transformation projects in the ANZ region, driving the engagements
from building the business case to product implementation. He has
been instrumental in helping organizations embark the Automation
and AI journey. Abhishek obtained his M.B.A. from the Indian Institute
of Management, Ahmedabad, specializing in marketing and strategy.
Abhishek can be reached at abhishek_tammina@infosys.com
Sairam Iyer is a Product client solutions manager for AI and RPA products
at EdgeVerve. He tracks and analyses emerging technology and
business trends, including the growing impact of AI, RPA and cognitive
technologies. As a multidisciplinary AI and RPA strategy expert, he
has hands-on experience in executing AI & RPA engagements from
concept to delivery. Sairam obtained his M.B.A. from the Xavier Labor
Relations Institute, Jamshedpur, specializing in marketing and strategy.
Sairam can be reached at sairam.iyer@infosys.com

About AssistEdge
The AssistEdge suite from EdgeVerve (an Infosys company) is a scalable robotic automation platform that helps enterprises modernize customer service,
improve business processes and enhance operational productivity. AssistEdge is now an integral part of the Infosys Nia AI platform that merges AI technologies
such as big data/analytics with advanced, high-performance and scalable machine learning capabilities, knowledge management and cognitive automation
capabilities.
With AssistEdge and Infosys Nia, EdgeVerve provides organizations with a roadmap for intelligent automation using the holistic RPA Balanced Scorecard,
helping them maximize benefits from artificial intelligence and cognitive computing.

About EdgeVerve
EdgeVerve Systems Limited, a wholly owned subsidiary of Infosys Limited, de­fines, develops and licenses innovative
software products and cloud hosted business platforms. We focus on driving revenue growth, cost effectiveness and
profi­tability for global corporations and their business ecosystems across the world. Visit www.edgeverve.com to know
more about our innovations in banking, fi­nancial services, insurance, retail, CPG, life sciences, manufacturing and telecom.

For more information, write to edgeverve@edgeverve.com www.edgeverve.com

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