I2V Business Automation Specialists, Customer Workflow, Content Management, Customer Service Management, Intelligent AutomationI2V Business Automation Specialists, Customer Workflow, Content Management, Customer Service Management, Intelligent AutomationI2V Business Automation Specialists, Customer Workflow, Content Management, Customer Service Management, Intelligent AutomationI2V Business Automation Specialists, Customer Workflow, Content Management, Customer Service Management, Intelligent Automation
  • Home
  • About
    • About
    • Why Choose I2V?
    • ServiceNow
    • IBM
    • Meet The Senior Management Team
    • Case Studies
      • Case Study: Atradius
      • Case Study: Permanent TSB
      • Case Study: A Large UK Benefits Consultancy Pensions Admin)
      • Case Study: A Leading Investment Bank
      • Case Study: A National Sporting Organisation – Safeguarding
  • Services
    • Services Overview
    • Managed Services
    • Unstructured Data Discovery
    • Content Migration
    • System Upgrades
    • Solution Design and Implementation
    • Monitoring your ECM Platforms
    • Consultancy
    • Case Studies
      • Case Study: Atradius
      • Case Study: Permanent TSB
      • Case Study: A Large UK Benefits Consultancy – Pensions Admin
      • Case Study: A Leading Investment Bank
      • Case Study: A National Sporting Organisation – Safeguarding
  • Solutions
    • Solutions Overview
    • Solutions For Customer Service
    • Solutions For GDPR
      • Data Breach Management
      • Subject Access Request
      • Privacy Risk Impact Assesment Management
    • Solutions For Complaints Handling
    • Solutions For Guidewire
    • Solutions for Legacy Data Clean Up
    • Solutions for Safeguarding
    • Monitoring your ECM Platforms
    • Case Studies
      • Case Study: Atradius
      • Case Study: Permanent TSB
      • Case Study: A Large UK Benefits Consultancy – Pensions Admin
      • Case Study: A Leading Investment Bank
      • Case Study: A National Sporting Organisation – Safeguarding
  • By Industry
    • Industries Overview
    • Banking and Finance
    • Insurance
    • Pensions Administration
    • Fund Management
    • Telecoms & Media Industry
    • Case Studies
      • Case Study: Atradius
      • Case Study: Permanent TSB
      • Case Study: A Large UK Benefits Consultancy Pensions Admin
      • Case Study: A Leading Investment Bank
      • Case Study: A National Sporting Organisation – Safeguarding
  • Blog
  • News
  • Partners
    • Partners Overview
    • ServiceNow
    • IBM
  • Contact
Next Previous

An Automation Framework

Stephen Hannigan 25 October, 2022

3 Steps to Intelligent Automation: Part 1 An Automation Framework 

Here at Insight 2 Value, we’ve been doing Workflow and Case Management for years. We asked our Chief Operating Officer, Steve Hannigan, to explain how Insight 2 Value is responding to this new trend of Intelligent Automation.

We are seeing a shift in how organisations are thinking about automation.

Insight 2 Value are solution providers. Typically, a customer will come to us with a problem, e.g., they need a process to be faster, more consistent, more accurate, or there’s a compliance issue that needs to be solved. That still happens and is a very valid use of automation tooling. We are now also starting to have customers looking to work with us to use automation principles and tooling to drive operational improvements.

So, the automation toolkit becomes something that functions in the business use to drive operational excellence and push continuous improvement throughout the business. By taking that approach, you can go looking for improvements to make rather than a reactive approach to solving problems. It becomes about looking for opportunities to make processes more efficient, more accurate and more consistent. Doing that requires a platform which allows you to rapidly build low-code workflow solutions and build that out, using intelligence, to drive value out of those processes. It also requires a framework within which the organisation can identify automation candidates and measure the resultant impact on the business.

What is Insight 2 Value’s Automation Framework?

We have developed a framework within which we work with customers to answer those questions of not just HOW we automate but also WHAT we automate and, most importantly, WHY and the IMPACT on the business of delivering any automation solutions.

We’re called Insight 2 Value. We like to think that we bring insight, but we absolutely insist that we bring value.

We have really addressed that front and centre. What will be the impact on the business of automating those processes? How much will we save? How much more accurate can we be? How much can we improve our customer’s experience?

The concept of the framework is initially to bring stakeholders together to ask the following questions:

  • What keeps you awake at night?
  • The complexity of time/effort handoff?
  • What jobs do you hate doing? What is tedious or monotonous?
  • Which processes are SLA-driven, and auditable with metrics?
  • What is your competitive landscape?
  • What is your IT landscape?

What we aim to do is to bring stakeholders from both the business and IT together and agree on the strategic priorities for the business, and then put together a programme of work.

It helps to work with a partner who can navigate through this new paradigm. In addition, a partner who can understand how existing technology investments can be utilised and leveraged. We also consider how new technology might be needed to really push forward and step up to the next level.

The purpose of the framework is to put some structure around that; to agree on an approach to identifying processes and tasks which are appropriate for automation, and then having a way to assess their impact in terms of cost saving and improvements. We also have to balance that with a realistic assessment of the costs and risks of implementation.

This is an example of a typical output from that process.

Automation suitability map

Here we have completed the scoring matrix for three processes – Complaints Management, a Product Switch and Know Your Customer (KYC).

The metrics and dimensions that we use to evaluate the processes stay the same. It’s about the time taken, costs to process, frequency, complexity (of the process and the technical complexity to implement) and quality. Those metrics stay roughly the same. What changes are the priorities put on them by the organisation based on their business strategy and what matters to them – where they are looking to drive improvements.

We’ve gone through what to automate and why. Can you explain a little bit more about what these new capabilities are and the technology toolsets?

The core of what we do here at Insight 2 Value has always been about implementing external-facing workflow solutions that improve an organisation’s customer journey. Typically, that would be a workflow solution that combines process management, content management and automated decisions. What we are doing now is adding intelligence to that by introducing machine-learning models and AI, such as natural language understanding, to take out more of the repetitive manual elements of those processes both for the customer and for the organisation’s own people. We’re really starting to drive good technical solutions which are also manageable and sustainable for the customer.

One of the critical parts to doing that is to implement the initial workflow solution – the core of that application – in a low-code platform which allows that to be done rapidly. Then we allow the time and the budget that would have been spent building a code-heavy solution into looking at and adding those intelligent aspects on top. This adds a paradigm shift to the kind of solutions that we are able to implement.

Can you talk a bit more about actionable insights?

So, regardless of the mix of capabilities we use to implement the functionality of a solution, underpinning any solution is the collection of data that will allow us to understand more about that process. It will show how well it’s working and where else we might be able to look for opportunities to improve it. But the data also allows the business to understand how they are performing and can improve the experience of their customers again.

A key part of the framework is the idea of measuring value. We look to use real data. Post-implementation, we return to that assessment framework and do an honest assessment of what value is being gained and what the impact has been on the business, which ultimately becomes a feedback loop. We always look for opportunities to improve further. Very few process automations are ever truly ‘complete’. There’s always something more you can do to keep asking that question of how much better can we make this? How much cost can we take out? How much quicker can we do it? How much more accurate can we make it? That’s something we are constantly striving to do.

Insight 2 Value have always been known for doing things on a fixed price basis. We fix the scope; we fix the price. Does that change with the world of low-code and AI?

Absolutely not, no. In fact, this new approach lends itself to it. The AI and machine learning aspects all become part of the solution. What we do with the framework is essentially create a backlog of discreet implementable solutions that can be done on a fixed-price basis as packages of work.  It’s a way of removing risk for both parties. We seek to find incremental value. We don’t try and do it all at once but break it down into manageable implementation packages. Each one delivers some value, moving the business on a little before seeing the next opportunity.

Find out more 

Arrange a meeting with us to talk about one or more of your workflow challenges, and let’s get started.

Book a meeting

Recent News & Events

  • I2V at AIIM Forum 23 22 May 2023
  • Success Story: Atradius 15 May 2023
  • Insight 2 Value Sponsors Annual Complaints Management Forum 18 April 2023
  • I2V’s ServiceNow Practice 27 March 2023
  • Clive’s Journey to the Cloud: The Last Post 24 March 2023
  • I2V welcomes Alex to the team 16 March 2023
  • Taking the Low-Code platform road to better customer service 26 January 2023
  • Announcing an exciting new chapter in the growth of Insight 2 Value 13 December 2022
  • An Automation Framework 25 October 2022
  • Intelligent Automation Webinar – Wed 14 Sep 15 August 2022
  • Clive’s Journey to the Cloud: Part 6 29 July 2022
  • Beyond Hyperautomation 21 June 2022
  • Operational Excellence 31 May 2022
  • Tom’s Document Capture blog 12 May 2022
  • I2V at IBM Think London 29 April 2022
  • I2V at AIIM Forum 19 April 2022
  • Clive’s Journey to the Cloud: Part 5 8 April 2022
  • Clive’s Journey to the Cloud: Part 4 15 March 2022
  • I2V and IBM roundtable at Tech Show London 16 February 2022
  • I2V & Arrow in video conversation: Business Automation as a Service 29 December 2021

  • You may also like

    I2V’s ServiceNow Practice

    Read now
  • You may also like

    Clive’s Journey to the Cloud: The Last Post

    Read now
  • You may also like

    Taking the Low-Code platform road to better customer service

    Read now
  • You may also like

    Clive’s Journey to the Cloud: Part 6

    Read now
  • You may also like

    Operational Excellence

    Read now
I2V Logo
Insight 2 Value Ltd 5 Lake View House Tournament Fields Wilton Drive Warwick CV34 6RG
Tel: 01235 766221 enquiries@insight2value.co.uk
Copyright 2023 Insight 2 Value | All Rights Reserved | Privacy Policy
  • Home
  • About
    • About
    • Why Choose I2V?
    • ServiceNow
    • IBM
    • Meet The Senior Management Team
    • Case Studies
      • Case Study: Atradius
      • Case Study: Permanent TSB
      • Case Study: A Large UK Benefits Consultancy Pensions Admin)
      • Case Study: A Leading Investment Bank
      • Case Study: A National Sporting Organisation – Safeguarding
  • Services
    • Services Overview
    • Managed Services
    • Unstructured Data Discovery
    • Content Migration
    • System Upgrades
    • Solution Design and Implementation
    • Monitoring your ECM Platforms
    • Consultancy
    • Case Studies
      • Case Study: Atradius
      • Case Study: Permanent TSB
      • Case Study: A Large UK Benefits Consultancy – Pensions Admin
      • Case Study: A Leading Investment Bank
      • Case Study: A National Sporting Organisation – Safeguarding
  • Solutions
    • Solutions Overview
    • Solutions For Customer Service
    • Solutions For GDPR
      • Data Breach Management
      • Subject Access Request
      • Privacy Risk Impact Assesment Management
    • Solutions For Complaints Handling
    • Solutions For Guidewire
    • Solutions for Legacy Data Clean Up
    • Solutions for Safeguarding
    • Monitoring your ECM Platforms
    • Case Studies
      • Case Study: Atradius
      • Case Study: Permanent TSB
      • Case Study: A Large UK Benefits Consultancy – Pensions Admin
      • Case Study: A Leading Investment Bank
      • Case Study: A National Sporting Organisation – Safeguarding
  • By Industry
    • Industries Overview
    • Banking and Finance
    • Insurance
    • Pensions Administration
    • Fund Management
    • Telecoms & Media Industry
    • Case Studies
      • Case Study: Atradius
      • Case Study: Permanent TSB
      • Case Study: A Large UK Benefits Consultancy Pensions Admin
      • Case Study: A Leading Investment Bank
      • Case Study: A National Sporting Organisation – Safeguarding
  • Blog
  • News
  • Partners
    • Partners Overview
    • ServiceNow
    • IBM
  • Contact
I2V Business Automation Specialists, Customer Workflow, Content Management, Customer Service Management, Intelligent Automation