Home | Latest News | Working with robots to improve the customer experience

News | Caroline Kalu | 11 April 2023

Working with robots to improve the customer experience

Recruitment service development manager Sylwia Misko explains how NLPSS is using an award-winning robotic process automation solution to enable its staff to provide a more efficient corporate service.

What is robotic process automation (RPA)?
RPA uses software programmed to carry out basic and repetitive digital tasks across multiple applications and systems. We fondly refer to our robot as STU, which stands for ‘speed things up’, but it’s actually a number of robots (bots) within the computer that are working on several processes that we have automated.

These processes are high volume tasks with a low complexity, such as data entry, downloading and uploading documents, sending conditional offer letters to candidates, chasing virtual ID/right to work checks and inputting new starter information into the Electronic Staff Record.

How does it work?
When we are automating processes, we go through a development phase where we map out the process. We then demonstrate the process to the automation team and pass on detailed instructions so that they can code the bots to replicate a human carrying out this task on a computer. We then test it, and once we’re happy with the performance, we set a regular schedule and after that, with regular system maintenance and updates, it runs by itself.

What are the benefits of RPA?
RPA works 24 hours a day, seven days a week, 365 days a year. There’s no downtime needed, which means that it can complete repetitive tasks a third faster than a human can. This then frees up staff to be able to take on more meaningful work, such as providing a personalised service for customers. It also improves data quality, analytics and reduces duplication.

How many trusts within the partnership now use RPA?
We currently use RPA for 21 recruitment processes of which the majority are used by all eight trusts who we deliver recruitment services on behalf of. It is also used for a handful of processes within our occupational health and payroll services.

RPA works best at scale, and for NLPSS it means that smaller organisations within the partnership get to benefit from this type of innovation that would be otherwise be too costly for them to implement on their own.

What future plans do you have for RPA at NLPSS?
We are always looking for ways in which we can expand how we use RPA for the benefit of our staff and those who use our services. To find out more about how we use RPA, contact us here.

This website uses cookies
This site uses cookies to enhance your browsing experience. We use necessary cookies to make sure that our website works. We’d also like to set analytics cookies that help us make improvements by measuring how you use the site. By clicking “Allow All”, you agree to the storing of cookies on your device to enhance site navigation, analyse site usage, and assist in our marketing efforts.
These cookies are required for basic functionalities such as accessing secure areas of the website, remembering previous actions and facilitating the proper display of the website. Necessary cookies are often exempt from requiring user consent as they do not collect personal data and are crucial for the website to perform its core functions.
A “preferences” cookie is used to remember user preferences and settings on a website. These cookies enhance the user experience by allowing the website to remember choices such as language preferences, font size, layout customization, and other similar settings. Preference cookies are not strictly necessary for the basic functioning of the website but contribute to a more personalised and convenient browsing experience for users.
A “statistics” cookie typically refers to cookies that are used to collect anonymous data about how visitors interact with a website. These cookies help website owners understand how users navigate their site, which pages are most frequently visited, how long users spend on each page, and similar metrics. The data collected by statistics cookies is aggregated and anonymized, meaning it does not contain personally identifiable information (PII).
Marketing cookies are used to track user behaviour across websites, allowing advertisers to deliver targeted advertisements based on the user’s interests and preferences. These cookies collect data such as browsing history and interactions with ads to create user profiles. While essential for effective online advertising, obtaining user consent is crucial to comply with privacy regulations.