Now, it’s not that different with your team of digital workers and automated processes. They also need to be retrained and explained what’s effectively changing (although they don’t need to be “involved” in the change process since they won’t rebel).

In this blog, we’re exploring “The Art of Maintenance” applied to your automated processes and how to keep them in top shape to deliver consistent impact.

A lot of the things needed to keep our digital workers functioning well have obvious parallels with what you need to do with your human colleagues to equip them to do their jobs well, with your car to keep it running or with your house to keep it standing.

It could be a CSV file ingestion, API calls or an Interact form fill populating a work queue for a digital worker to act on. If a field that used to be a string data type becomes a number or vice-versa, you’ve got a problem. And tens of thousands of potential transactions suddenly fail.

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The Pareto principle is a good gauge for how much time you might spend on process maintenance and re-certification in a sprint versus new automations: 80% on new automations and 20% on keeping the lights on is a good starting point.

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Maintain meaning in Hindi

Once again, just like you’d most likely have to enable your human colleagues on a new interface after an application upgrade, you should do the same with your digital workers. We can probably all agree that perhaps a digital worker will be more sensitive to small changes than a human in applications that change frequently.

Occasionally (or not, that really depends on your organization), you’ll need to evolve processes because you must take new regulatory constraints or a new initiative to improve customer experience.

Instead of enabling the team who performs the process through a training session or e-learning, have a conversation with the process owner and a process analyst (and eventually your developer) to:

Let’s rewind a few years back. When you used to change a business process prior to introducing automation, you’d typically:

That’s probably the most common “challenge” in the automation community — when the automation team wasn’t aware of a change, and then exception rates spike up.

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For anything that has to do with overly frequent updates (such as browsers), work with your IT team to help design the application upgrade policy so you have time to apprehend and build those into your processes. It can be tricky to handle browser updates every other week, and your business can implement or adjust their policies.

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The best way to address this is to establish a formal process re-certification cadence with your process owners from the outset , as you start scoping a new automation.

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Handling Business Process Changes as Part of RPA MaintenanceIncorporating Changes to Data Types to Your Automated ProcessAddressing Integration Changes in Your Automated Business ProcessesOngoing Maintenance Is Key4 Keys to Effective Process Maintenance

Maintenance verb

Before automation, if a business process changed, you would’ve had to train your staff and follow the typical principles of change management to take the change into account.

The application has changed, and the digital worker no longer knows how to interact with the application. That could have been a request from the process owner, operational stakeholders or your business application management team.

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We all know how our fellow human colleagues would react to this kind of change ; and digital workers would react in a slightly different but equally unambiguous way, which will materialize through a noticeably increasing exception rate.

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On this front, nothing will beat a conversation (regular, not just one-offs!) with your stakeholders (process owners or application owners). It’s just as simple as saying, “Your staff needs to be retrained when an application changes, and so do digital workers.”

Just like all your processes ingest and process data, they also all interact with target applications – they “integrate” with them through VBOs that tell digital workers how to interact with them.

The cadence depends on the scope and criticality of the process, but we recommend leaving no longer than 12 months between two reviews , and spreading the review dates for your process portfolio throughout the year.

Unrelated to process aspects: We’re also introducing Smart Vision in SS&C Blue Prism 7.3, which will help you build more resilient application models and help your digital workers solve issues themselves when an application changes. This means platform maintenance activities will also help you out with process maintenance activities. If you missed it, check out our previous blog on automation platform maintenance.

Maintenance

Your automated processes ingest and process data; all of them do. So, what happens if a data type changes somewhere in the process? Probably something like filling your car with the wrong type of fuel — it breaks.

In essence, there’s a change and it needs to be notified. That’s standard. And not something that any process owner can expect to drop from their requirements list as they implement automation.

Ask to be part of any relevant application CABs or make sure that application owners have a representative in your automation CAB. If that wasn’t done from the beginning, you’ll want to make sure to embed your own process adjustment SLAs into the wider process for application patching and upgrades.

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JZM Storage is located north west of London, just off the M25 between the M1 and M40 junctions. Outside of the ULEZ zone. We’re not far from Kings Langley train station, a short journey from Heathrow and Luton airport, or you can land your helicopter just up the road. Accessible, convenient, care and security.

If you’re just starting a new business area with automation, make it clear that application change notifications can’t be dropped from the BAU to-do list (that’s not one of the benefits of automation, so make it clear).

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