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公用事业服务往往要消耗大量的人力、财力。近年来，随着人力成本的不断提高，实施RPA成了公用事业公司缩减工时，节约成本的最佳选择。 如今，全球有越来越多的公用事业公司正在实施并看好RPA。英国某上市水务公司就在部署RPA后显著提升了工作效率。  项目背景 英国某上市水务公司，主要为英格兰西北部约700万人口提供生活用水和废水处理服务。 该公司于2017年11月实施RPA，次年1月便实现了首个流程的自动化。公司的IT团队正专注于研究RPA及其应用领域，目前已通过RPA实现了20个流程的自动化，另有12个流程正在开发中。 公司项目负责人表示：“RPA的目的不是裁员，而是将无需动脑也无需业务知识的工作流程自动化。” 应用流程 1 进入申请系统，确认负责人， 向客户发送预约到访短信 实施RPA前：8名员工花费6.4小时手动完成。 实施RPA后：1个机器人30分钟内完成。 实施效果：公司每年为该流程节约了近2000小时，且发送日期、发送人等记录均有日志可查。虽然人工作业有所减少，公司却没有因此裁员。原先负责发送短信的员工有了更多与客户交流的时间。 2 应客户要求计量用水量 实施RPA前：未按水表收费的客户可申请免费水表。员工会根据客户住房面积和人口数计算出水表安装是否合适。然而，随着客户需求的激增，公司人员配置难以跟上。 实施RPA后：机器人接受客户申请，根据应用程序执行计算。 实施效果：提高了客服效率，客户需求增多时可增加机器人，不会因人手短缺而影响业务。 3 检测和解决故障 实施RPA前：及早发现问题对水务公司检修漏水至关重要。然而，人工检测往往会忽略一些问题。有的问题甚至过了很久才会被发现。 实施RPA后：10个机器人，7×24小时不间断工作，一旦出现问题，就会立即反馈。管理者可以直观清楚地看到问题在哪里。 实施效果：提高了检测的频率和准确性，及早发现问题，防止漏水。 4 报告业务数据 实施RPA前：8名员工，每天4次，耗费720分钟，手动统计业务数据。 实施RPA后：RPA机器人自动生成业务数据报告，只需32分钟。 实施效果：大大提升了业务数据报告效率和频次。2018年夏天，在没有增加人员的情况下，报告次数由每天4次增加到每天9次。  Public Service: The RPA Case of the Water Company in UK Public business service often consumes a lot of manpower and financial resources. Recently, with the continuous increase of labor cost, RPA deployment has become the best choice of cutting work time and save cost in public utility companies. Now, there are increasing number of public utility companies around the world are implementing and optimistic about RPA. A listed water company in the UK has significantly improved its work efficiency after the deployment of RPA. Background The main work of the British listed water company is to provide domestic water and waste water treatment for about 700 million people in northwest England. The company deployed RPA in November 2017, and in January of the following year, it has automated its first process. The IT team is concentrate on studying RPA and its applying field. So far, 20 processes have been automated through RPA, and another 12 processes are under development. “The purpose of deploying RPA is not to lay off staff, but to automate the work process that requires no brain or business knowledge.” said the company’s project director. Use process 1 Access application system and affirm the director, then, send the appointment visiting message to the customers. Before deploying 8 employees took 6.4 hours to finish work After deploying 1 robot spends 30 minutes to finish work Deployment effect The company saves nearly 2000 hours for the process every year, and records of the sending date and sender are available in the log. Although there has been a reduction in manual work, the company has not lay off the staff as a result. Employees who used to send text messages have more time to communicate with customers. 2 Measure water consumption in response to customers’ demand Before deploying The customers who do not charge by water meters can apply for free water meters. The employees will calculate whether the water meter is suitable to installation according to customers’ living space and population. However, with the sharp raising of customers’ demand, the personnel allocation is hard to follow up. After deploying After accept the application of customers, the robots will perform calculations according to the applications. Implementation effect The customer efficiency has been increased. When the demand of customers has increased, the robots can be increased and business won’t be affected because of manpower shortage. 3 Fault inspection and resolution Before deploying To discover problems early is crucial for checking and repairing leakage for the water company. However, manual inspection will always ignore some problems. Some even take a long time to be discovered. After deploying There are 10 robots work continuously for 7*24 hours. As soon as problems happened, there will be immediate feedback. The manager can directly and clearly check where the problems are. Implementation effect The checking frequency and accuracy has been increased. Find the problems in advance so that we can prevent leakage. 4 Report business data Before deploying 8 employees come up business data manually will take 720 minutes for 4 times a day. After deploying It takes only 32 minutes for RPA robots to generate data report automatically. Implementation efficiency The efficiency and frequency of business data report has greatly been increased. In the summer of 2018, the number of reports has increased from 4 times to 9 times a day in the absence of additional personnel. |
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