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世界のデジタル公益事業者のロボットプロセス自動化の市場分析と予測:コンタクトセンター、バックオフィス、現場作業のロボットプロセス自動化の利用事例

Robotic Process Automation for Digital Utilities

Contact Center, Back Office, and Field Operations RPA Use Cases: Global Market Analysis and Forecasts

 

出版社 出版年月電子版価格 ページ数図表数
Navigant Research
ナビガントリサーチ
2018年9月US$3,800
1-5ユーザライセンス(PDF+Excel)
38 14

サマリー

米国調査会社ナビガントリサーチ(Navigant Research)の調査レポート「世界のデジタル公益事業者のロボットプロセス自動化の市場分析と予測:コンタクトセンター、バックオフィス、現場作業のロボットプロセス自動化の利用事例」は、公益事業者のバリューチェーンにおけるコンタクトセンターやバックオフィス(社内業務)、現場作業などのロボットによるプロセス自動化の利用事例について論じている。ロボットプロセス自動化導入の動向や、市場構造がどのようにロボットプロセス自動化採用率やすでに導入している利用事例に影響しているかについて論じている。2027年までの市場をセグメント毎、利用事例毎、地域毎に予測している。英国における電力サプライヤと水道事業者の2つの事例について記載し、読者が様々な企業のロボットプロセス自動化活用を詳細に理解できるように例示している。

Many utilities have begun deploying robotic process automation (RPA) software to cut costs. RPA can deliver operational efficiency by automating manual, repeatable, and rules-based business processes, which are commonly found in back offices and customer contact centers. An inability to integrate legacy applications is the typical cause of many of these process inefficiencies, but RPA can also be used to monitor signals and alarms from operational control systems such as SCADA. Once processes become automated, the staff that used to perform these tasks can focus on more valuable processes, be trained in new areas, or be taken out of the business.

RPA promises to significantly improve the operational efficiency of a utility, but it comes with its own set of issues. Rapid developments in RPA technology, in particular the convergence of RPA with artificial intelligence (AI), can confuse those new to the subject. Additionally, a tactical approach to RPA can create automation silos that fail to scale or fully leverage value for all lines of business. More value can be lost if companies focus heavily on the cost efficiency aspects of automation. Too often, companies fail to recognize the growth opportunities that RPA offers.

This Navigant Research report discusses potential use cases across the utility value chain, including within the contact center, in the back office, and in field operations. The study discusses adoption trends and how market structures affect the rate at which RPA is being adopted and the use cases for which it is deployed. Global market forecasts, broken out by segment, use case, and region, extend through 2027. The report also examines two uses cases from the UK—one of an electricity supplier and the other a water utility—to give readers a more in-depth insight into what different companies are doing with RPA.
 
Key Questions Addressed
  • What are the primary drivers for robotic process automation (RPA) adoption in the utility industry?
  • What are the geographic trends in RPA software adoption?
  • What is holding utilities back from investing further in RPA?
  • What are the key future trends in RPA development?
  • How large is the global RPA market in the utility industry?
Who Needs This Report
  • Utilities
  • Regulators
  • Technology vendors
  • Systems integrators
  • IT consultants
  • Investor community

 



目次

1.     Executive Summary

1.1   Overview

1.2   Market Forecast

2.     Market Issues

2.1   Definition

2.2   Many Drivers for RPA

2.2.1   Manual Processes in Legacy IT Integration

2.2.2   Poor Quality Data

2.2.3   Manual Processes in Regulatory Reporting

2.2.4   Poor Customer Experience

2.2.5   The Cost of Process Inefficiencies

2.2.6   New Business Growth

2.3   Significant Issues with RPA

2.3.1   Difficult to Understand

2.3.2   Rapidly Changing RPA Technologies

2.3.3   RPA Point Solutions

2.3.4   Narrow Vendor Focus

2.3.5   Narrow Enterprise Focus

2.3.6   Fear of Automation

2.3.7   Customer Resistance

2.3.8   Rapid RPA Obsolescence

3.     Technology Issues

3.1   RPA in the Utility Industry

3.1.1   High Volume, Repetitive, and Predictable Tasks

3.1.2   Complex Processes Require More Than RPA

3.2   Use Cases in the Utility Industry

3.2.1   Back Office Processes

3.2.1.1   Data Migration

3.2.1.2   IT Support

3.2.1.3   HR and Payroll

3.2.1.4   Finance and Accounting

3.2.2   Customer Contact Center and Billing

3.2.2.1   Chatbots and Virtual Agents

3.2.2.2   Billing

3.2.2.3   Customer Onboarding and Account Closing

3.2.3   Field Operations

3.2.3.1   Work Scheduling and Maintenance

3.2.3.2   Long-Term Asset Planning

3.2.3.3   Internal or Regulatory Reporting

3.3   Utility Adoption of RPA

3.3.1   Npower

3.3.2   United Utilities

3.4   Evolution of RPA

3.5   RPA as a Consequence of Digitization

3.6   RPA as a Driver for Digitization

3.7   Traditional RPA Evolves into Cognitive RPA

3.7.1   Cognitive RPA

3.7.2   Traditional vs. Cognitive RPA

3.7.3   The Promises of Cognitive RPA Are Not Yet Reality

4.     Market Forecasts

4.1   Introduction and Forecast Methodology

4.2   RPA Revenue by Region: European Utilities Drive RPA Adoption

4.3   RPA Revenue by Use Case: Led by Back Office and Contact Center

4.4   Geographic Adoption Trends

4.4.1   North America

4.4.2   Europe

4.4.3   Asia Pacific

5. Recommendations

5.1   Create an Automation Strategy

5.2   Focus on Manual, Rules-Based Processes

5.3   Centers of Excellence Enable Scalability

5.4   Centralize RPA Management to Improve Governance

5.5   Plan for Rapid Technological Advances

5.6   Data and Business Process Excellence

5.7   Robotization Should Not Dehumanize Corporate Culture

5.7.1   RPA Should Improve, Not Worsen Customer Experience

5.7.2   RPA Can Help Utilities Grow Their Businesses

6. Acronym and Abbreviation List

7. Table of Contents

8. Table of Charts and Figures

8. Scope of Study, Sources and Methodology, Notes

List of Charts and Figures
  • Utility RPA Revenue by Segment, World Markets: 2018-2027
  • Utility RPA Revenue by Region, World Markets: 2018-2027
  • Utility RPA Revenue by Use Case, World Markets: 2018-2027
  • Utility RPA Revenue by Use Case, North America: 2018-2027
  • Utility RPA Revenue by Use Case, Europe: 2018-2027
  • Utility RPA Revenue by Use Case, Asia Pacific: 2018-2027
  • Utility Customer Citations of Leading RPA Vendors
  • Predictions of Task Model for the Impact of Computerization on Four Categories of Workplace Tasks
List of Tables
  • Utility RPA Revenue by Segment, World Markets: 2018-2027       
  • Utility RPA Revenue by Region, World Markets: 2018-2027       
  • Utility RPA Revenue by Use Case, World Markets: 2018-2027
  • Utility RPA Revenue by Use Case, North America: 2018-2027
  • Utility RPA Revenue by Use Case, Europe: 2018-2027
  • Utility RPA Revenue by Use Case, Asia Pacific: 2018-2027

 

 

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