BRMi has been working with the Department of Homeland Security (DHS) Office of the Chief Technology Officer (OCTO) to streamline and automate legacy processes using bots. DHS began by piloting robotic process automation, or “RPA,” on a small scale before widespread implementation to help uncover and address potential obstacles to bigger successes.
We used our understanding of DHS’ processes and headquarters’ technical environment to configure the RPA software and to ensure security. We documented and automated two use cases which led to identifying and automating related processes (expansion is common after users understand the art of the possible). Our efforts include automating time-consuming and tedious help desk tasks in ServiceNow® and the Remedy® service management platform to free-up technicians’ time to complete higher-value work.
BRMi now has multiple RPA pilots in flight as well as a backlog of automation use cases. We’re helping DHS to successfully implement these improvements to establish a minimally viable RPA product for transition to operations.