Robotic Process Automation (RPA)

RPA involves the automation of rules-based processes that are traditionally performed by employees. It is implemented by using a RPA software package that can be trained to mimic the activities of the people who currently do the job. RPA software has the ability to interact with existing systems and platforms in the same way human operators do.

Processes that are most suited to RPA solutions have the following characteristics:

• They are stable and rules-based with agreement on process steps from multiple subject matter experts (SME). There is no human intuition required to follow the process.
• They are IT-based from beginning to end.
• The process is repetitive.
• Execution of the process is time consuming either because of a high volume of work, or the process takes a long time to execute.
• The process involves transferring data between applications that cannot otherwise be integrated.

There are two main ways in which RPA is deployed. When RPA is deployed in an attended fashion, this means that it is used to assist a person in the performance of a task. When deployed in unattended fashion, the robot simply follows the programming steps to perform the task as a person would but without the need to be overseen. This enables out-of-hours processing of mundane tasks.

The value that can be added by introducing RPA will very much be contingent on the process in question and the amount of time, resources and employees required to complete a process. Proper process refinement is also required prior to automation to ensure maximum efficiency is achieved.

Typically the benefits found when RPA is adopted by an organisation are very much in line with the benefits found in a Civil Service pilot study conducted in 2017:

• Reduction in the time taken to perform administrative tasks.
• Increased efficiencies and accuracy in the execution of computer-based tasks.
• Greater flexibility in organisational capacity to respond to peaks in demand.
• Ability to release staff to perform more value-adding duties.

RPA is complementary to the Business Process Management and IT function. By extending the life of current IT systems, RPA can offer an easier and cheaper way to implement solutions than the alteration of current traditional IT solutions.

Rather than block the development of newer end-to-end IT solutions, it gives the organisation more time to develop newer solutions that eventually replace those connected by RPA.

The real power of RPA is the rapid development of new automated processes designed to meet changed business needs, or to accommodate peaks in demand quicker than a traditional IT solution can be adapted.

RPA software - training, support and services is available for direct drawdown through an Office of Government Procurement (OGP) framework agreement. Direct drawdown means the purchasing organisation does not need to engage in any mini competitions and all relevant RPA services are available under the framework.

In addition to RPA services, the 2023 RPA Framework Agreement (awarded to Deloitte Ireland) now includes Intelligent Automation (IA) which the Department of Public Expenditure and the OGP define as those applications categorized at or below the level of “limited risk”, as per EU regulations.

AI application that are currently covered under the term “limited risk” are bound by specific transparency obligations and users should be made aware they are dealing with an intelligent chatbot, etc.

Risk in the context of the above means risk for fundamental human rights including personal data, privacy protection and non-discrimination.

If your organisation is new to RPA, knowing which processes to attempt to automate first can be daunting. Suitable processes share the characteristics below:

• Process that is relatively small and non-critical.
• Process that is completely computer-based and does not involve any paperwork.
• Process that is well understood and has stable input format, processing steps and output format.

The RPA framework can be accessed through the OGP Buyerzone website, and drawn down using a Notification to Activate Services Form, an NASF. Please contact the OGP Service Desk for any queries on how to do so by visiting the Buyerzone website, emailing support@ogp.gov.ie or calling 01 773 8000.

The Department of Public Expenditure, Infrastructure, Public Service Reform and Digitalisation and the Office of Government Procurement hosted the above information webinar for public servants in June 2025. In it, colleagues from the Department of Social Protection presented on how they have successfully integrated Intelligent Automation to enhance their services.

The webinar covered:

• Understanding the Basics: Get a clear, jargon-free explanation of the Intelligent Automation Framework that supports public service organisations in their digital transformation journeys.
• Visible Benefits: Discover real-world advantages and improvements that have been achieved in organisations through our specialised framework projects.
• Stories of Transformation: Hear directly from colleagues about how automation has revolutionised their workflow and service delivery.
• Insights into Intelligent Automation technologies: Cutting-edge solutions for public service organisations, showcasing their ability to substantially improve organisational value.