Project Case Study:

The Opportunity

A large international credit union partnered with Main Digital to revamp its automation capabilities and achieve two primary goals:

• Reconstruct its Automation Center of Excellence (CoE) focused on enabling citizen development using Attended and Unattended Pega Robotic Process Automation (RPA) and Pega Platform.
• Build supporting assets to aid in the delivery of the capabilities.

The client initially partnered with a global management consulting firm to define an automation strategy and launched pilots that failed to demonstrate business value and stalled the client’s automation program. That previous work resulted in the client partnering with Main Digital to redesign and build the automation strategy and roadmap to achieve the client’s goals at their desired scale, scope, and speed.

The Main Digital Solution

Phase 1:

Main Digital strategized with the client to define the Center of Excellence (CoE) target operating model and, as a result, developed four unique service offerings to enhance the CoE’s breadth of services and value to the enterprise. These service offerings were designed to support and enable:

• Automation Operating Model Design and Pilot: Business units interested in building their own in-house automation capabilities with support from the CoE to help determine the appropriate operating model design and a concrete action plan to implement those capabilities at scale.
• Top-Down Automation Opportunity Assessment: Business units to identify, assess, and prioritize opportunities for automation; define the business case for automation; and develop the implementation roadmap.
• Hybrid Automation Delivery: Business unit teams to develop automation solutions using Pega Intelligent Automation products, including Pega Platform, Robotic Process Automation (RPA), and Workforce Intelligence (WFI).
• CoE Automation Delivery: The CoE would provide a full suite of services to those business units that seek to leverage Pega Intelligent Automation but lack the resources to implement, manage, and support it.

Phase 2:

To ensure and ease the adoption of the program across the enterprise, Main Digital created a CoE Playbook. This proprietary playbook for the client’s own CoE was created with the intent of providing a structured approach to discover, implement, and manage Pega Robotics, Platform, and Workforce Intelligence solutions within the enterprise. Main Digital led a formal project with client resources to test the methodology prescribed in the playbook, including its associated assets and enablers, in order to iterate and continuously improve. The playbook has shown to be effective in enabling citizen development efforts for Pega Intelligent Automation.

Phase 3:

After successfully building the assets, capabilities, and services with the client and operating those alongside them, Main Digital worked with the client to conduct a thorough transfer of capabilities over to them. This was enabled by strong change management, communication management, and through a series of knowledge transfer sessions with the client. Because of Main Digital, the client has everything they need in their arsenal to successfully move ahead independently.

Lasting Results

Over the course of 18 months, Main Digital was able to support the client in building a successful citizen-development-enabled program centered around automation with Pega Intelligent Automation and developed 30+ assets to support the operation of the CoE. Main Digital worked with the client to facilitate the transfer of knowledge and capabilities to ensure a smooth handoff to the CoE so they can continue to drive their program forward.

As of result of activating our team of experts to support the client’s vision, the program has automated 10+ processes, which in total have added roughly 250,000 hours of capacity and 100 digital full-time equivalents (FTE) at the time of publishing this case study.

By partnering with Main Digital, the client was able to design and implement a CoE centered around the Pega Intelligent Automation suite to accelerate automation as an enterprise capability during the COVID-19 pandemic. This enabled the client to quickly scale while meeting the needs of their members and employees.

“Now that the project is complete, it’s rewarding to see the growing base of successful citizen development groups within the various lines of business at this organization, as well as the incoming demand for the CoE’s services.”
– Michael Lopez, Main Digital Intelligent Automation Senior Manager.

The project even had long-tail results that affected other employees at the credit union further: member service representatives at the bank branches are now able to spend on average 33% more time with members at the branch as a direct result of one project, allowing them to provide more meaningful experiences to customers.