A maturity model for BPO automation—it's time!

Written by Jordan McMahon in Automating BPOs on November 6, 2014

BPOs don’t need to be told about the emergence of robotic process automation at this point; they’ve heard it, they see the ways it’s changing the outsourcing landscape, they buy into it... now what can they do about it?

HfS Research sought to answer that question by developing a 3-level maturity model for BPOs to assess where they are and where they’re going when it comes to embracing and offering RPA solutions to clients, and they debuted it today during a webinar centered around separating RPA hype from reality.

Here’s a quick FAQ-style rundown of what the maturity model is all about:

Why is this a good time for an RPA maturity model?

BPOs are beginning to require materials that help separate automation fact from fiction, and understand what components will make up a successful automation strategy. While RPA is a relatively new technology, BPOs want to make sure they are tracking with RPA growth, not catching up to it after the fact and potentially suffering competitively.

Who should read it?

Audiences who will definitely want to take a look at this include BPO service providers, RPA software providers, enterprise buyers, and consultants.

Where did the information come from?

HfS spoke with 15 of the largest BPO providers, evaluating their RPA strategies and programs from their initial rollouts. This report is a consolidation of the most critical, effective components of those programs.

What can BPOs do with this?

Different audiences will be able to leverage in a way that befits them. A few key ways:

BPO service providers:

Understand the elements they should be focusing on as they bring in RPA to their strategy and operations.

RPA software developers:

Understand what BPOs are deeming important and germane to their automation strategy, and determine which BPOs would be best fits for their platform

Third party consultants:

Understand RPA’s credibility in a BPOs portfolio and discover how to help move BPOs up the maturity curve.

Enterprise BPO buyers:

Determine maturity of prospective BPO providers, and determine where the next wave of innovation should occur.

Give me the 30 second rundown of what’s inside

The report presents 3 levels of RPA maturity for BPOs: Initialization (experimental commitment), industrialization (“tactical commitment), and institutionalism (strategic commitment). Within the context of those levels, the report then dives into the 10 strategic elements of an RPA plan that BPOs are working within today.

Want to take a look at the maturity model and determine where you fall? We’re offering it for free here.