UiPath, the leading enterprise Robotic Process Automation (RPA) software company, is today announcing the findings of The Impact of RPA on Employee Experience. The study, commissioned by UiPath and conducted by Forrester Consulting in February 2019, reflects the need to keep employees at the core of RPA efforts. According to the study, succeeding in digital transformation initiatives requires organisations to pivot on a core lever: engaged employees.
“Employees today struggle to perform under the weight of mind-numbing, repetitive work. They’re influenced by their consumer experiences and want similar experiences in their jobs,” said Bobby Patrick, chief marketing officer at UiPath. “With the rise of automation tools, many fear a dystopian view – that solutions like RPA will replace jobs and human workers will be left out of favour. As our study finds, the reality is that RPA allows employees to engage in richer interactions with others, perform work that requires more brain power, and make fewer mistakes.”
According to the study, businesses are increasingly concerned with employee experience as they grapple with automation and RPA, and that operating model issues and psychological barriers hold back RPA efforts. Ultimately, keeping employees engaged and happy will enable organisations to capitalise on the transformative potential of RPA. Further findings from the study include the following:
? Employee experience must take centre stage: 66 percent of respondents said that RPA restructures existing work, enabling employees to have more human interactions, and 60 percent said RPA helps employees focus on more meaningful, strategic tasks. In addition, 57 percent of respondents report that RPA reduces manual errors.
? Organisations must overcome operating model issues and psychological challenges: Firms are struggling to scale their RPA solutions due to the lack of trained personnel and resources to support and use the technology. In fact, 93 percent of respondents said they struggle to understand the different deployment options available to them. Additionally, leaders must overcome the psychological impact of RPA on their workforce. Communication and collaboration between the business and workers, and well-designed change management programs, are crucial.
? RPA leads to increasingly engaged employees: The benefits of RPA reported by firms include increased efficiency (86 percent), deeper insights into customers (67 percent), improved customer service (57 percent), and better employee engagement (57 percent). In addition, with highly repetitive and rule-based tasks being automated, RPA enables firms to create digital workforces that execute repeatable process steps faster, accurately and more cost-effectively than traditional human workers. Keeping employees engaged and happy must go hand-in-hand with deploying RPA to improve customer outcomes; firms must be employee-centric as well as customer-centric in their approach, to truly capitalise on the advantages offered by RPA.
The study also recommends that firms aim to improve both operational efficiency and employee experience at the same time, create an RPA centre of excellence, manage psychological implications at the onset of an implementation, and use a human-centric change management process that carefully considers human factors, ensuring that people will feel valued and safe.
UiPath’s mission is to deliver the platform for the “Automation First” era. The company’s vision is a robot for every person – freeing people of burdensome, repetitive labor so they can focus on more valuable, gratifying work. UiPath has automated millions of repetitive, rule-based tasks for organisations worldwide. Through its commitment to bring digital-era skills to more than a million people, UiPath is transforming work by improving job satisfaction, driving productivity to new levels, and enhancing customer service.
To access the full study, please visit: https://www.uipath.com/company/rpa-analyst-reports/forrester-employee-experience-rpa.
In this study, Forrester leveraged data from a survey conducted in August 2018 with 100 decision-makers plus eight qualitative interviews at manager level or above from operations groups, shared services, finance and accounting, HR and other core business lines to evaluate the effectiveness of RPA on employee engagement and experience. Questions provided to the participants asked how much of a priority employee experience is to their organisation and how RPA affects employee engagement. The study began in September 2018 and was completed in January 2019.