Automatic for the people: using intelligent automation to ease contact with service users

July 1, 2021
United Kingdom
Digital & technology

During the pandemic, people’s need for government support and advice has skyrocketed, while social distancing rules have emptied civil service offices and closed over-the-counter services. So civil servants have had to handle far greater volumes of transactions through a reduced number of channels – putting huge pressure on the front line and call centres, sharpening the need for digital services to be accessible, efficient and intuitive. Speed of delivery is crucial and in a pandemic any delays can pose a direct threat to people’s lives and livelihoods..

To meet this huge level of demand, government bodies have leaned heavily on a range of digital technologies to help them create the future of work – including Robotic Process Automation (RPA) in conjunction with AI and machine learning: to manage repetitive, heavily-codified processes. By taking on basic administrative tasks, for example, intelligent automation can dramatically shorten case handling times and reduce errors – speeding service delivery, while releasing staff to handle difficult cases and personal interactions. Today’s RPA technologies can also take more prominent roles in frontline services, smoothing the user journey: chatbots can ease access to online services, for example, while automating aspects of call centre operations can cut waiting times and improve citizen experience.

At this webinar, experts from Blue Prism – which has been making some of its services available to public bodies without charge during the pandemic – and other organisations will profile some of the ways in which RPA has been used to streamline interactions with the public since COVID-19 arrived. Providing useful information and practical advice for the civil servants managing public service delivery during the pandemic, this webinar will also consider how RPA could support service transformation and improve the user experience over the years to come.

Time

British Summer Time (BST): 14:30 – 15:45

Public servants can register here for free to attend this webinar

Panel

Webinar chair: Siobhan Benita, former UK senior civil servant

Siobhan Benita was a senior civil servant with over 15 years’ Whitehall experience. She worked in many of the major delivery departments, including Transport, Environment, Health and Local Government. She also had senior roles at the heart of Government in the Cabinet Office and HM Treasury, including supporting the then Cabinet Secretary, Lord O’Donnell to lead work on Civil Service reform and strategy. Siobhan left the Civil Service to run as an independent candidate in the Mayor of London election. She subsequently joined her alma mater, Warwick University as Chief Strategy Officer of Warwick in London and Co-Director of the Warwick Policy Lab.

Philip Sheen, Head of Public Sector UK&I, Blue Prism

With over 15 years’ experience of engaging with the UK Public Sector across IT, Telco and Consulting services; Philip is passionate about what Blue Prism has to offer and how the UK Public Sector can engage with Blue Prism to optimize their way of working. He is focused on driving savings from across the Public Sector, enabling organizations to deliver the best outcomes possible, whilst putting people at the heart of the intelligent automation agenda.