1. Achieving Service Innovation and
Excellence with Robotic Process
Automation (RPA)
Presented by Shiva Panchatcharam Senior Vice President & Head of APAC for Sutherland
Healthcare
December 6, 2017 at the Amara Sanctuary Resort Sentosa in Singapore

2. What is RPA?
Sutherland Inc, Confidential2
RPA is a software-based protocol that operates across technology platforms at the user interface level to
mimic human actions. This robotic software can replicate many routine tasks currently performed by human
staffs using existing software applications, websites and business productivity tools.
• Opening email and attachments
• Logging into web/enterprise applications
• Moving files and folders
• Copying and pasting
• Filling forms
• Scraping data from the web
• Connecting to system Application Programming Interfaces (APIs)
• Making calculations
• Extracting structured data from documents
• Following if-then rules
• Interfaces between multiple systems that require an
exchange of data
• Consolidating information from multiple systems
• Data needs to be validated using an external source
(probably online)
• Data must be pulled from multiple systems/sites
• High-volume, workflow enabled, labor intensive, and input
is digital
A virtual workforce of software robots can perform a variety of tasks.
Common application include:
RPA returns the highest benefit in following scenarios:

3. How RPA Improves the Customer Experience
Sutherland Inc, Confidential3
Improve
customer
service with
RPA
Improve Governance and
Compliance
Drive Improvement Without
IT Disruption
Improve Whole Value Chain
and Customer Satisfaction
Use Robots to Focus
on People
Harness Robotic Efficiency
to Human Intuition
Improved Employee
Satisfaction

4. Cost
Processing time
Quality
Scalability &
Flexibility
Compliance
Resources
High cost due to high resource
requirement
Potential reduction of ~10% of
current cost
Typically days/hours Minutes and seconds
1-3% of error rate Negligible error rate of <0.05%
Limited due to resource
requirement & manual dependent
Highly scalable and flexible
solution
Impact in compliance due to
manual involvement
High process compliance due to
automation
Focused on low value iterative
processing tasks
Focused on handling value
added complex tasks
How RPA Improves Operating Models
Sutherland Inc, Confidential4
Current Process RPA Enabled
Operating Model

5. How RPA Can Drastically Reduce Costs
Almost half of work activities globally have the potential to be
automated using current technology. <5% of occupations can be
automated entirely; about 60% have at least 30% of
automatable activities
Technically automatable activities touch 1.2 billion
workers and $14.6 trillion in wages. China, India, Japan,
and the United States constitute over half
RPA yields much more than cost and productivity benefits.
It provides a transformative and competitive edge in
customer service
The virtual ‘robotic’ workforce will continue to become an
extension of the human workforce providing wide reaching
business benefits.
• Economic shift
• Technology shift
• Demographic shift
• Consumer preference shift
Fundamental shift in business environment
A New Economic Model for Processing
$
Onshore FTE
Offshore FTE
1/3 cost of Onshore
Robotic FTE
1/9 cost of Onshore
• Technical feasibility
• Cost of developing and deploying
• Labor market dynamics
• Economic benefits
• Regulatory and social acceptance
Factors influencing the automation
Source: A future that works: automation, employment, and productivity, McKinsey
Automation’s boost to global productivity could be 0.8–1.4% annually over decades

6. The Evolution of RPA
Sutherland Inc, Confidential6
Increased Automation level
FUTURE
Decision
Tree
Cognitive
learning
Self
Managed
Bots
Routines
(Human Actions) (Human Intelligence)
(Macros, rule
based,…)
(Complex Rules,
Workflows,…)
(NLP, Voice assistant,
Virtual assistant,…)
(Self learning,
AI recognition,…)
RPA
Evolution

7. RPA Opportunities in Healthcare
Sutherland Inc, Confidential7
Revenue
Cycle
Shared
Services
Outsourcing
• Front Office: sales order management, competitor
price monitoring, customer engagement automation
• Middle Office: trend tracking, report generation
• Back Office: data reconciliation, app integration
• Human resources: payroll, on boarding, benefit
management, education and training, recruitment process
• IT: infrastructure/application monitoring, folder and file
management, user/directory and release management
• Finance accounting: reconciliations, claims processing
• Supply chain: inventory processing, returns management
• IT: desktop support, production support, network monitoring
Automation Area Opportunity

8. RPA Opportunities in Healthcare (Continued)
Sutherland Inc, Confidential8
Claims processing & adjudication, Appeals,
Payment Integrity
Account setup, Eligibility, and Enrollment, Billing,
Benefit Management, and customer service
Provider Credentialing, Provider Data
Management, Contracting Audits, and Network
Management
Population health and wellness, Utilization
management, Care coordination and Case
management, and Remote monitoring
Finance, Accounting, Reporting and Training
Administration
Health & Care Management
Provider Management
Member
Management
Claims
Administration

9. RPA Benefits and Improvements
Sutherland Inc, Confidential9
RPA Benefits
• Improved throughput
• Flexibility and scalability
• Drive Improvement without IT
Disruption
• Improved accuracy
• Detailed data capture
• Focused staff with improved
quality of life
Revenue
Improvement

10. To learn more visit www.SutherlandHealthcare.com
or contact us at healthcare@SutherlandGlobal.com