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Commentary: How automation can enhance and empower the Federal workforce

“The [president’s executive order on Transforming Federal Customer Experience and Service Delivery] directs agencies to work with Congress, the private sector, state, local and tribal governments, and other organizations to design experiences ‘that effectively reduce administrative burdens, simplify both public-facing and internal processes to improve efficiency, and empower the federal workforce to solve problems.’

Robotic process automation (RPA) is the right tool, right now to deliver results to reduce burden, improve efficiency and enable workforce. RPA is part of a journey to accelerate the improvement of customer service and employee satisfaction. By removing mundane and repetitive tasks, RPA can focus valuable employee time on higher-value work, such as more personalized customer service and quicker fulfillment of citizen requests. The time is ripe for government agencies to make the most of RPA…”

“Currently, the IRS is using RPA to improve finance and procurement functions. In 2020, the IRS completed nearly 1,500 contract modifications in 72 hours, a process that would have taken a year if done manually, according to Shanna Webbers, chief procurement officer at the IRS. The automation project was successful in reducing the administrative burden on contract officers, eliminating data errors, emailing modified documentation to vendors, and then accelerating uploading them into the correct contract file repository.

Additionally, the U.S. Citizen and Immigration Services (USCIS) successfully deployed automation to process a large backlog of pending cases. This also addressed an item noted in a General Accountability Office (GAO) audit. During the audit, the bot processed 2 million records across seven regional databases in one hour—a project that would have taken nine months to complete if it were to have been done manually…” Read the full article here.

Source: How automation can enhance and empower the federal workforce – By Suzette Kent and Dr. John Zangardi, May 4, 2022. FCW.


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