About
As a step for Akbank’s far-reaching digital transformation programme, automation of repetitive and rule-based business processes with various lines of business and applications using Robotic Process Automation tool under a comprehensive governance model
Innovation presentation
“Robots” are not just physical tools anymore such that in many shapes and forms of robots are materialized at Akbank. Apart from physical robots Akbank utilized Robotic Process Automation (RPA) technology as a flexible and low-cost tool for agile automation of front and back office business processes while leveraging multiple systems, users and platforms. Avoiding high costs of IT projects, RPA has initiated more strategic workforce management, better compliance to rigorous legal and regulatory requirements, operational excellence, and above all, increased customer experience.
They are not just 24 hours operational “robots” they are “co-bots”, our very new and technologic colleagues. They have employee id like 14K other Akbank employees. They are designed to work with and assist human beings by completing a triggered task from an employee or trigger a process themselves and complete it after human involvement, rather than work autonomously.
Since July 2018, Akbank Robotics Team has deployed 14 automations (30 sub-processes) without changing the IT environment. Achieving the savings of 513 hours per day of total time, employees now have more time to focus on more complex and value-added services and customer interactions. RPA is defined as one of the pillars Akbank’s ambitious digital transformation programme. To increase the scope and impact of RPA in our organization, the two techniques followed in the automation industry, OCR and ICR are planned to be used in combination with AI facilities.
Uniqueness of the project
RPA Center of Excellence is set up as an operation model that defines RPA governance structure to create a framework for applying best practices on each stage of automation technology. This operation model orhestrates demand generation and demand management, business analysis, process design, RPA configurations, testing and administration. Under the CoE guiding principles, key roles and responsibilities are defined, KPI targets are set to measure business metrics, return on investment and performance.
Robotic Process Automation is triggered as an innovation and interaction project that we discover RPA potential together at Akbank. Under the coordination of core Robotics Team, idea generation sessions are organized that business units, branch employees and IT product owners are introduced with RPA technology and its benefits. PRA-feasible banking processes are evaluated and prioritized at these periodic sessions. RPA champions within related business units act proactively to identify RPA potential within their units and help building RPA pipeline. IT supports Robotics team to meet security, infrastructure and applications requirements.
Five champions from defined units are trained and become able to automate their own work, maintain and manage their own banking robots. As a further step to increase the number of RPA champions/developers, e-learnings and on-the-job trainings are designed by Robotics Team, RPA knowledge is integrated into Akbank Academy curriculum.
Our uniqueness is also lying in having a vision and a goal so that the project is able to complement our organization. Under the CoE guiding principles, continuous improvement of automated processes and exploration of new RPA opportunities are going on. In accordance with its vision and guiding principles, Akbank is investing in deployment of intelligent automation which use combination of RPA, OCR, Chatbot and Machine Learning.
