Pressure, everyone in state and local government feels it — especially since the COVID-19 virus hit. Citizen expectations are rising, software and computer infrastructure are unable to keep up with the surge in transactions, regulations, and oversight but department budgets and staffing levels are stagnant — at best. Do more with less is a recurring mantra. How? Robotic Process Automation (RPA) has the potential to streamline business processes, boost capacity, and transform an agency’s position from reactive to proactive and reduce the backlog of work.

1. Improving Citizen
Outcomes with
Robotic Process
Automation (RPA)
Anthony Fung, CEO
Amplitude9 – SWaM Certified
2920 W. Broad St., Richmond, VA 23230
tfung@amplitude9.com

2. 2
Creating Value During a Time Uncertainty with COVID-19
States and Local Governments
Ø Support the surge of need for government services and resources during a time of
hiring freezes and budget cuts
Ø Protecting citizens and public servants by digitizing customer services
Ø Reduce backlog of applications through automation
Ø Reduce burdensome manual processes prone to error and affects employee moral

3. 3
New Level of
Constituent
Demands
Increased Budget
and FTE
Constraints
State and local governments are addressing these
challenges by evaluating process and service delivery
through digital transformation and automation using
Cares Act and other grants.
Supporting Legacy
Systems Unable to
Support Demand
Government Are Under an Unprecedented Level Pressure

4. 4
COVID-19 Brings New Challenges
• Many systems provide
silos of data
• Contact Center agent
fatigue causes errors
• Dynamically ramp-up
and down capacity
needed
• Time consuming
processes
Help us stand up a
virtual contact center in
the cloud
01
• Need faster service
delivery
• New applicants take
time to get into the
systems
• Surge in critical requests
+ Fewer available
resources = PR
nightmares
Help us with the surge of
eligibility & benefit
requests
02
• Enable remote working
access and protocols
• Need to accelerate
onboarding time
• Quickly train workers
from other depts
Help us onboard people
faster to increase scale
03
What are we hearing from our customers?

5. 5
Robotic Process Automation Customer Outcomes
Accelerate Benefits From Digital
Transformation
Improve Customer
Experience
Reduce Compliance
Cost & Risk
Increase Employee
Satisfaction &
Engagement
Augments a person by executing
manual, repetitive tasks
Makes decisions based on set
rules
Seamlessly integrates with existing
applications
What can automation do for you?

6. 6
Public Sector potential for automation
Fraud Detection
HR On/Off- Boarding
Integrated Eligibility
Public Records
Requests
Invoice Processing
Call Center Support
Citizen Engagement
Security Compliance
Governance
• The RPA journey starts with Lean Process
Optimization
• Business Ownership of the solution including
prioritization
• CoE guidelines for the assessment, design,
development, and deployment of the robots.
• Central RPA Command Center for proactive
monitoring.
• Dedicated regional RPA project execution and
maintenance team.
• Shared and re-usable asset library
• Alignment of RPA deployment architecture across
the regions and BUs.
Public Sector Processes
1
2 3

7. 7
Problem:
Hundreds of thousands of UI
applications are incomplete,
missing data like former
employer ID or applicant
Address. The scale of the
problem is too large to address
with human call agents.
The Solution:
Robots consume the list of
incomplete applications,
triggering an IVR dialer (e.g.
AWS Connect) to contact
applicant and retrieve
information. The robot then
enters completed application
into backend mainframe.
Automating Data Validation Processes
Unemployment Insurance (UI) Contact Center Support

8. 8
Pain Point:
Our Solution:
Benefits & Outcomes:
• Employee churn is high
• High error rates trigger penalties & lawsuits
• Team cannot scale to meet needs of emergencies
Unattended robots were used to process the (initially)
low-hanging fruit – renewals without personal data
changes.
Robots find applications that match this criteria, and
independently navigate through the many screens
necessary to verify and renew recipient's entries.
• Repetitive work reduced, training simplified for human
workers. Human error reduced to 0%.
• Reduced processing time from 35 min to 5.5 minutes
per application. Scalable team of robots processing
1,000 applications / day.
Orchestrator
Studio
Unattended Robots
UiPath Capabilities Used:
ICR/OCR
Automated Process Flow:
The Challenges:
• The eligibility system lacks API interfaces.
• System complexity requires many manual steps
• Not enough employees for timely processing
Login to IES System
Check if application has
personal data changes
Check out applications and
navigate data entry
Update eligibility dates where
appropriate
Save application and move
to the next
SNAP Renewal Applications

9. 9
PROCESS
CHALLENGE
Volume - DMV processes around 50,000 MCP renewals per year, this process is completely paper based and technicians manually key in
every single renewal into the DMV systems, for a technician it takes around 20 minutes to process each application.
Data Quality - Applications are handwritten that creates data quality issues, manual data entry into DMV system causes data errors
Motor Carrier Permit (MCP) Renewal
SOLUTION
Implement a Digital solution, enable self service option with digital forms helps
avoid data quality issues, and automate data entry process for DMV systems
enabling faster processing.
• Digital Form
• Validation Bot
• MCP Bot
• Quickweb Bot
• Bank Settlement Process
RESULTS
● 90% of Process automated with
10% business exceptions
● Improved User Experience
● Faster Processing
● Improved Data Quality
● Savings/cycle time/error
rates/backlog (TBD)
2020 | Customer: State of CA - DMV
Industry
Public Sector – State
Government
Department
Of Transportation
State of California
Dept. of Motor Vehicles

10. 10
EXECUTE
MONITOR
DEPLOY
BIG
SCALE
UiPath RobotsUiPath OrchestratorUiPath Studio
Manage and Secure
Control, monitor, and
analyze the performance
of your virtual workforce
Deploy and Scale
Your attended and
unattended robots
Digitize Your Process
Easily create automations
in a visual editor across
various software
applications
UiPath’s Product Portfolio Consists of 3 Core Products

11. Thank you
tfung@amplitude9.com