A shortage of skilled workers is placing public agencies under pressure to go digital. The city administration was able to free up time for employees by developing a concept in which all departments were integrated early on and by having an IT partner provide customized process automation. Challenge A lot of manual processes that took up a great deal of the staf f’s time as well as the knowledge of process automation that still needed to be developed through RPA in the individual departments. Solution Setup of an RPA center of expertise (CoE) for the city-wide, scalable roll- out of a process automation system. Outcomes • RPA standard process defined • RPA roles and responsibilities defined • RPA Pipeline management established and training activities carried out “By wor

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