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Case Study

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83% reduction in processing errors (from 12% to 2%) through robotic process automation

Business challenge

Our client needed a solution to reduce errors and increase capacity of teams through robotic process automation.


A federal government shared services centre sought to reduce the work effort and errors associated with running one of its core processes.

The repetitive and time-consuming process was performed manually by two teams resulting in long process times and a 12% error rate, errors which sometimes took years to identify and were expensive to correct.


reduction in error rate resulting in a massive reduction in remediation costs and improved customer satisfaction


of all updates straight-through processed


increased capacity for human resource teams allowing them to work on productive value-add activities including increased customer service, client problem solving, and customer training


Top Line Solution

Automate the entire core process end-to-end

  • Develop the end-to-end process and solution design
  • Quantify baseline of human time and effort related to the process and remediation
  • Configure, test and transition automation of the process into live production and train staff
  • Implement KPIs, meetings and reviews to enable the team to drive straight-through processing and lock in benefits

Key Takeaway

Implementing function level visual boards and coaching management meetings, enabled the team to drive straight through processing volumes to 80% target and ensured the benefit was fully locked in and lasting.

LeftDigital Office Transformation LeftPublic Sector