Robotic Process Automation (RPA)

Robotic Process Automation (RPA) streamlines, and then digitises labour-intensive manual processes, improving accuracy, reducing errors, and enabling services to be delivered far more efficiently. RPA is a software program which can be deployed through a variety of service delivery methods such as Off Premises (for example cloud/hosted) or On Premises (within a Framework client’s IT Infrastructure). Typically, RPA software programs automate high volume, computer centric, rules-based tasks. The RPA software connects to any existing software applications being utilised by the PSB at a user interface level. The software is generally intuitive, user friendly and should not require high levels of technical capability in order to automate a process.

It is implemented by using a RPA software package that can be trained to perform monotonous, time consuming, and repetitive tasks. It is used to increase the efficiency and scale of public service provision, whilst reducing the burden of such tasks on staff, freeing them up to perform more complex and rewarding work.

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.

Utilising RPA, PSBs have realised significant benefits, including reduced administrative burdens, improved data quality, and enhanced citizen experiences. Additionally, existing staff are relieved of the burden of mundane, repetitive tasks, and can be redeployed to higher value-adding activities.

The OGP RPA Framework enables PSBs to procure RPA software, training, and support, with Deloitte as the provider for software licensing, training, and consultancy services. The single partner approach to the provision of RPA training, licensing and consultancy services to the Irish public sector has proved hugely successful over the past 6 years. A key element of the Framework contract is to enable all PSBs to develop their own RPA expertise in-house and to train and develop their own staff with the skills required to deploy RPA successfully.

Typically, the benefits accrued by PSBs deploying RPA include:

• 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.

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.

For the purposes of this RFT, it is a requirement that Tenderers take account and comply with the European Regulatory proposal on Artificial Intelligence. Any use of Intelligent Automation (IA) is restricted to those applications categorized and or listed at or below the level of “Limited Risk”, as per proposed EU regulations available at: https://digital-strategy.ec.europa.eu/en/policies/regulatory-framework-ai

If your organisation is new to RPA, knowing which processes to attempt to automate first can be daunting, however the RPA Service provider will discuss your proposed project to determine if the project is suitable or not.

Suitable processes for automation share the characteristics below:

• Processes that are well understood and have stable input formats, processing steps and output formats.
• Processes that are computer-based and do not involve any paperwork. However it should be noted that multiple paper-based processes have been digitised and automated using Optical Character Recognition (OCR) and then processed using RPA.

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.