Project Date: July 2023
Background: St Vincent’s is Australia’s largest not-for-profit provider of health and aged care services, with 3 public and 10 private hospitals, and 23 residential aged care communities.
They run a number of UiPath robotic process automation (RPA) bots that are critical for daily operations, handling processes such as rostering for clinical staff and financial month-end tasks. Without an internal automation CoE, St Vincent’s Health Australia needed a reliable partner to ensure their automation infrastructure is optimally maintained and can adapt to the constantly evolving organisational landscape.
Action: St Vincent’s Health Australia enlisted the expertise of Customer Science Group to provide digital workforce support and managed services. Customer Science Group implemented a support framework covering process support, operations, and development which includes:
- Process Support:
- Monitoring and Incident Management: Ensuring continuous operation of the digital workforce, with real-time monitoring and swift resolution of incidents.
- Regular Updates and Maintenance: Keeping the automated processes updated with the latest UiPath features and ensuring they are tuned for optimal performance.
- User Training and Change Management: Providing ongoing training for St Vincent’s Health Australia’s staff to work effectively with the digital workers and ensuring smooth change transitions.
- Monthly Reporting: Digital Worker performance report for the previous month. Digital Worker health, risks, issues and ongoing benefits reporting.
- User Training and Change Management: Providing ongoing training for St Vincent’s Health Australia’s staff to work effectively with the digital workers and ensuring smooth change transitions.
- Operations Support:
- Digital Worker scheduling, including orchestration maintenance
- Monitoring of adherence to process SLAs
- Digital Worker capacity and licensing optimisation
- Development Support:
- Performing build reviews for any in-scope automation enhancements and/or any other changes to the automations
Result: The partnership with Customer Science Group is enhancing operational efficiency for St Vincent’s Health Australia. The Ward Rostering process handles more than 96% of rosters submitted successfully, with the average business exception rate at only 3.3%. Processing time has increased by 40%, and process handling capacity increased by the equivalent of 3x FTEs, without additional hiring.
The managed services and continuous improvement approach has increased the scope of the automation over time, extending the automated service to non-clinical staff and has led to improved compliance due to fewer human errors, and approximately 4000 annual business hours returned to Nurse Unit Managers, helping to improve patient care.
Automation Support and Managed Services
