Robotic Process Automation (RPA) is evolving as the new go-to tool in the bid to improve customer experience and unlock staff time.

RPA is where you automate business tasks using software “robots” that imitate the operations and processes traditionally performed by people. It’s particularly suited to high volume activities in an organisation, that don’t require human decision making or qualitative appraisal thinking.  The software robots mimic the tasks completed by humans using existing systems and applications in your organisation.  They have the ability to interpret, trigger responses and communicate with systems. 

RPA is ideally suited to the social housing sector, particularly in business areas such as asset management, finance, HR and contact centres.  The advice is to start by identifying well defined, simple, high volume, repeatable processes for automation.  For example, accounts reconciliation, payroll and accounts payable are all tasks that can be automated.  It is being implemented with great success in property management functions in areas such as asset management, facilities management, repairs, servicing and maintenance.