Human Endeavour | Digital Workers

Someone transposed from one of Henry Ford’s factories would recognise most workplaces today.  Offices are like assembly lines, requiring long hours of data input and little creative thought.  Only 17% of the UK workforce considers itself engaged and people who are bored with their work are inherently inefficient.  The UK government’s ‘MacCleod Report’ says such disengagement leads to £44 billion a year in lost productivity.

Most organisations are structured around hierarchies and silos.  Finance people do finance tasks, ops people do operations tasks and so on, with no single person having the rights or skills to conduct cross-business activities. Their IT systems fail to handle the true end-to-end nature of business processes and it is people who end up as the ‘process glue’, capturing and entering data from one system to another.

But the ‘bots’ are here and will soon be ubiquitous.  Robotic Process Automation (RPA) automates low-end tasks releasing many hours of labour to meet demand elsewhere and to more value-adding tasks. New specialist jobs are created, but more, automation increases the value of human expertise, judgment and creativity, which leads to new products and services, increased productivity and new ways of working. The WEF predicts the creation of 133 million new jobs by 2022 and McKinsey forecasts that AI could contribute an additional 1.2 percent to gross domestic product growth for the next 10 years.

DigiBlu specialises in creating Digital Workforces.  It’s not about the software, though we only work with the best, but all about leveraging its power to transform the business & operating model. We were in early with RPA and have moved well beyond proof-of-concepts to help clients scale, fast. Now, we’ve added cognitive intelligence capabilities to automate the entire value chain and are taking Intelligent Automation into the Rest of Africa, the UK … and beyond.

Digital Workforces will enable organisations to be more agile.  A strategic enterprise asset, the multi-purpose Digital Workforce handles tasks from across the entire organisation orchestrating robotic capacity 24×7, addressing peaks and troughs in demand with the flexibility to react to planned and unplanned business events without need of additional human resource or training.

As we help companies scale RPA they transition from automating small tasks and addressing points of pain to using Intelligent Automation for strategic advantage.  Adding cognitive intelligence capabilities to RPA opens up the number of use cases as it triggers execution by the bots, but more, it enables organisations to reimagine business processes from end-to-end as they leverage the power of Intelligent Automation to orchestrate activities across silos, from systems-of-engagement to systems-of-record. The outcome is an improved customer experience – from first-touch to fulfillment.




Once the proof-of-concept has ‘wowed’ key stakeholders, the support environment is established and the first automated processes are deployed, then organisations can scale RPA. There is never a shortage of candidate processes so demand management becomes important. In addition to churning out easy-to-implement automations, for rapid return on investment, we recommend a complementary approach; focus the executive agenda on using Intelligent Automation strategically and select processes that can be reimagined for competitive advantage:


  • Increase operational agility.  Organised as an enterprise asset, the multi-purpose Digital Workforce can be orchestrated for maximum productivity, 24×7.  Bots scale and switch tasks according to planned and unpredicted demand, immediately, without need of extra people.  Processes can be automated and deployed in just weeks, without need of heavyweight IT support or waiting months at the back of the queue for IT enhancements
  • Speed innovation.  RPA enables rapid response and innovation enablement through the fast automation of processes and the speedy integration of front-end digital technologies with back-office legacy environments. With cool customer apps plugged into the Intelligent Automation underbelly, you have digital transformation. Faced with the threat of disruptors this can give the competitive edge back to incumbents
  • Improve the customer experience.  The Digital Workforce delivers always-on, faster and better service.  Staff can be released to customer-facing roles and pricing made more competitive.  By adding cognitive technologies the customer experience can be improved with frictionless engagement and processing, from first-touch to fulfilment
  • Ease the burden of regulatory change and compliance.  With the demand on compliance growing and as access to resources slows, it’s time to rethink how regulatory change could be managed. RPA can ease the burden, avoiding the need to ramp up human capital and to change systems, by streamlining the process of data integration, analytics and reporting, reducing the time and resources required, while using current systems. Plus, bots only do as they’re told, so RPA improves control by providing consistent adherence to set rules. All tasks are tracked, monitored and logged to aid compliance evidencing and audit trails
  • Innovate the business and operating model.  The multi-purpose Digital Workforce, as an enterprise asset, has the potential to deliver low cost, high performance operations, making a material impact on the cost-to-income ratio.  The addition of human-to-robotic interfaces at the front-end enables innovation and growth


Facing relentless pressure to reduce costs while improving the customer experience, incumbent businesses are driven to automate their business processes to reduce labour costs and increase productivity, while gaining strategic advantage through increased operational agility and speed of innovation