Embedding a process improvement capability
The global service company of a retail bank was experiencing increased cost pressure to operate, with persistent strain being placed on its business as usual (BaU) team to deliver functionality with a shrinking headcount. We were engaged to unearth process improvement opportunities across the entity’s book of processes by investigating the applicability of automation, straight-through-processing, and process optimisation. The goal of this project was to identify manual processes to automate, increasing efficiency through technology, and executing the suggested improvements via automated solutions within ServiceNow.
Our automation experts conducted a four-phase analysis exercise with key business stakeholders covering the following:
- Process discovery interviews and workshops
- Automation process assessment workshops
- Process deep-dive workshops
- Implementation business case design
Our proprietary assessment tools were used across the workshops to identify automation candidates based on process metric data provided by the client, while creating a prioritised list of recommendations.
After implementing our automation analysis assessment framework and toolbox with the client, the team provided technical business analysts and project resource to design, develop and deliver the automated solutions.
The solution and key benefits
We identified five processes within ServiceNow that were highly suited for automation, which could provide a return on the investment between one and two years if automated, with savings from a reduction in four FTE’s to be realised. Our team assisted the business unit to draft a successful business case requesting implementation funding from the transformation SteerCo, project managed both the analysis and execution phase through to successful completion. We also provided technical business analyst support around the ServiceNow platform where the five processes were hosted.