A challenge some automation program managers have is helping the business to think and imagine how they could use RPA or a digital workforce to help them do their job better, faster, more reliably, or even while they sleep at night.  Better still, having the business think of totally new ways of adding value for their customers and the organizations they work for, or whole new business models.

Problem: If the business can not think of how to use a digital workforce the supply of processes to be automated using robust tools and practices diminishes, the automation programs don’t scale, and the business misses out on the ROI and other transformational benefits which could be achieved.

On the flip side, there’s the concept of Citizen Developer and tools on the market which allows the wider workforce to play around with, explore, learn and even build their own automated solutions to do some of their job. But remember these people still have their day jobs to do, and don’t have the required training and years of experience to build robust automated solutions with the appropriate technologies. Therefore, we can’t expect the delivery of robust, supportable and adaptable solutions to strengthen the business rather than hinder it.

The good news is an amalgam of both the above is the sweet spot. Allowing people in the wider business to experiment with these technologies, get their synapses sparking and exploring what transformational outcomes are possible. Then using appropriately skilled people to deliver robust maintainable digital workforce / intelligent automation solutions. I.E the right people doing the right job.

I see the magic is the ability to let the business learn and ‘explore what is possible’, yet have the right level of governance and support from the Automation Team to pick up these ideas and deliver robust and supportable automation back to the business. 

How would you make this work?