2017年-普华永道全球_What_PwC’s_2017_survey_tells_us_about_RPA_in_financial_services_today_8页_822kb

PwC 2017 RPA Survey Summary: Financial Services

Core Content

PwC's 2017 survey on Robotic Process Automation (RPA) in the financial services industry highlights the maturation of RPA adoption and the challenges that firms face as they move from initial exploration to broader implementation.

Main Findings

• RPA Maturity: Many financial firms have moved from initial proof-of-concept tests to a broader rollout of RPA. The survey shows that 11% of respondents are in the "leading" category with widespread RPA adoption, while nearly two-thirds have moderate or advanced experience.
• ROI Expectations: On average, firms expect to achieve ROI within fewer than 14 months. However, payback forecasts vary, with some expecting returns as soon as six months and others as long as two years.
• Key Use Cases: RPA is most commonly used in operations and finance, with 100% of respondents citing these areas as demonstrating clear benefits. Other areas like reconciliation, data remediation, and regulatory reporting are also commonly adopted.
• Implementation Challenges:
  • Integration: Over half of the respondents faced issues integrating RPA with other software systems.
  • Expertise: 23% cited a lack of subject matter expertise as a challenge.
  • Consensus: 21% struggled with consensus across functional teams.
  • Resources: 20% faced inconsistent resources or funding.
  • Other Issues: Production support models, process design, and risk management were also noted as challenges.
• Strategic Considerations:
  • Hybrid Model: A federated model with a lean center of excellence is recommended to balance standardization and autonomy.
  • People Challenges: Employees may resist automation due to fears of job loss, requiring training and change management.
  • Orchestration and Future Trends: RPA is evolving towards intelligent process automation (IPA), which incorporates AI and other technologies for more advanced automation.

Key Areas of RPA Adoption

• Operations and Finance: These are the primary areas where RPA has shown clear benefits.
• Middle and Back Office: There is a growing push to implement RPA in areas like risk, HR, and compliance.

Next Steps for RPA Implementation

• Enterprise-Level Deployment: Successful firms are moving towards enterprise-level RPA programs, which allow for better cost distribution and broader benefits.
• Intelligent Process Automation (IPA): RPA is expected to be a precursor to IPA, which involves bots that can learn and make decisions based on data.
• Orchestration: Integration with technologies like business process management, optical character recognition (OCR), and natural language processing (NLP) is becoming more common, enabling a more comprehensive digital back office.

Conclusion

The 2017 survey underscores that while RPA is proving to be a valuable tool for financial services firms, its successful implementation requires careful planning, integration, and change management. Firms that are leading in RPA adoption are more likely to have realistic ROI forecasts and a structured approach to automation, which sets them apart from those who are just starting out. As RPA continues to evolve, it is expected to play a crucial role in the future of automation in financial services, particularly with the rise of IPA and broader orchestration capabilities.