Special issue on global sourcing of business and IT services

Abstract

This article examines a new breed of automation software called Robotic Process Automation (RPA) and describes the case of O2 in the U.K., an early adopter of RPA. The case shows that RPA can deliver faster and more accurate performance of routine back-office processes, and annual returns on investment of up to 200%. But as with all technology innovations, organizations must assess RPA's capabilities and manage its adoption to achieve maximum results. Based on O2's experiences and other RPA case studies, we provide five action principles for future RPA adopters.1,2