Managing The Digital Workforce

By Zakir Ahmed, Senior Vice President & GM – Asia Pacific & Japan at Kofax

As intelligent automation continues to mature, more organizations are turning to robotic process automation (RPA) technologies to increase efficiencies amidst a skills shortage. But there’s a lot to consider – such as security and scalability – as enterprises increase the mix of human and digital workers.

Successful organizations are turning to digital workforce management solutions to efficiently and securely manage all digital workers, no matter what resources are performing the work – people, automation or both. The right digital workforce management solution adds substantial value and supports your organization today, tomorrow and well into the future.

Digital Workforce Management: A Key Ingredient to Intelligent Automation

There are many reasons why a successful intelligent automation program needs digital workforce management. We address the four most important ones below.

  1. Governance and Security

As human and digital workforces merge, a single governance environment is essential. Automated processes must meet audit and compliance requirements. Security is also of paramount importance, with risk mitigation being a high priority for organizations across all industries. Yet many companies don’t properly consider the security risks associated with RPA, such as the access software robots have to sensitive data.

Central control allows managers to synchronize software robot releases with broader IT system updates, minimizing disruptions and failures among the digital workforce. Robust digital workforce management software lets companies secure and monitor how information is used by all resources. The integration of identity management with enterprise security solutions supports unified governance over the access human and digital workers have to sensitive systems and applications.

Organizations also need a way to address potential misuse of digital worker credentials. A sophisticated solution supports the segregation of duties, in which functions are spread out across people and departments. Managers can ensure a particular individual doesn’t have access to too much sensitive information based on the combination of digital workers they oversee.

It’s also important to remember that a digital workforce management solution should enable the organization to manage and enforce policy controls throughout the entire lifecycle of the digital worker, from creation all the way through decommissioning. Control over the entire lifespan of digital workers enhances security, compliance and auditability.

  1. Workforce Orchestration and Management

An open platform allows enterprises to orchestrate work across people, in-house technologies and third-party RPA bots. Organizations can assign the right worker, whether it’s a human or digital worker, to the right task, at the right time, while maintaining total control over the complexity and cost associated with a given task or project. Additionally, an open platform enables companies to take advantage of more advanced AI technologies as they emerge.

A sophisticated platform enables users to build robots and connect to external applications using custom code, increasing the pace at which companies can expand the digital workforce. Support for modular robot building and reuse enables companies to build complex robots without having to write complicated code.

  1. Visibility

In order to drive continuous improvement, achieving – and maintaining – total visibility into all resources performing tasks within a process is essential. Organizations need to be able to answer such questions as:

What tasks are being worked on?

What’s in the pipeline?

How does process performance compare with KPIs?

An intelligent automation platform including process discovery and visualization provides insight into business processes across the enterprise. Executives and managers get a holistic view overcoming the boundaries between departmental silos, making it easier to identify opportunities for digital workforce automation that can have a greater impact across the entire organization.

  1. Scalability

Successful intelligent automation is scalable. However, the majority of organizations have struggled to expand their initiatives. The largest barrier to automation was process fragmentation, showing that many early adopters have fallen into a state of fragmented operations.

The processes themselves, however, aren’t fragmented. Rather, resources performing the work, including automation and digital resources, exist in silos. Fragmented operations increase overhead costs and eat into the ROI on digital transformation investments. An open, integrated platform allows for common governance helping prevent fragmented operations.

Companies that want to excel in digital workforce management will turn to a low-code, customizable intelligent automation platform. A solution such as this harnesses the power of RPA, letting organizations build and manage a digital workforce exponentially increasing capacity and lets human and robot workers amplify each other.

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