THE WHOLE STORY

The accounting services team at Australia Post is an integral part of the organization supporting the busy workflow of Australia’s national postal service. With a vast network and a broad range of services, the accounting team must deliver efficient processes and maintain accounts in a timely manner. Many of the processes were comprised of manual tasks, resulting in inefficiencies that impacted workflows across the department. By introducing RPA, Australia Post’s accounting services team was able to restructure workflows and foster a culture of innovation and efficiency.

When considering automation across several processes, the team at Australia Post engaged Automation Anywhere to assist with the development of a framework for integration of this new technology. After a successful proof of concept, 25 additional core processes were automated. For instance, maintaining financial journals was historically a manual and time-consuming task. With RPA, this process was fully automated, and the team members were able to reinvest their time towards improving the experiences of their customers. Another process that benefitted from the Digital Workforce included credit uploads, where automation has helped Australia Post apply credit to customer accounts quickly and efficiently.

Critical to implementing automation was the education of staff members at the start of their journey. Approximately 90 Australia Post team members completed self-learning modules on the Automation Anywhere University platform, and a number of staff have taken their education further and became RPA-certified. Excited by the opportunities automation presented, some of the members at Australia Post have even begun developing their own automation processes and are suggesting new ideas for scaling RPA in the office.