The Implementation of Robotic Process Automation for Banking Sector Case Study of A Private Bank in Indonesia

ABSTRACT

The Covid-19 pandemic has brought changes to every organization to be able to make changes quickly and adaptively. Organizations need to accelerate the use of digital technology which has an impact on changes in business processes. The use of Robotic Process Automation (RPA) technology as software can support the automation of business processes in accordance with the rules of work performed by humans. RPA is a new technology that can be adopted by organizations to achieve various automation goals in the form of accuracy, efficiency, increase productivity and reduce operational costs. This research was conducted at one of the private bank in Indonesia. The purpose of this study is to provide an overview of the development of robotic process automation (RPA) in order to achieve various organizational automation goals. Data collection is carried out from primary data obtained by company employees who have used RPA and analyzed the condition of business process automation in various work units. In addition, interviews were conducted to identify the requirements for RPA development based on the needs and expectations of the automation objectives of the work unit. Secondary data were also obtained from a literature review on the implementation and benefits of RPA. The results show that the business process automation development company's has implemented 150 units of RPA robots in various work units ranging from operations, human capital, finance, compliance, and others. This research is expected to assist organizations in making decisions on the use of RPA and Automation Center of Excellence (CoE) support in order to achieve automation and digitization of business processes. © 2021 ACM.