Arrivée à maturité du point de vue technique, la RPA (Robotic Process Automation) est aujourd’hui un sujet en plein essor qui intéresse fortement les directions métiers. Poussés par les éditeurs de solution et les intégrateurs, les métiers mènent pour beaucoup l’aventure sans impliquer la DSI. Pourtant, la DSI a une réelle valeur ajoutée à apporter sur la RPA, comme sur le reste des projets de système d’information, et doit se positionner sans attendre comme un partenaire naturel des métiers sur le sujet.
La RPA : un développement inéluctable dans les prochaines années
La RPA n’est pas juste un effet de mode. C’est une nouvelle composante pérenne de l’écosystème de l’entreprise, qui vient se positionner au–dessus du système d’information pour apporter une valeur ajoutée supplémentaire.
Un levier de productivité supplémentaire
Historiquement, le développement du système d’information s’est basé sur la mise en place des systèmes de gestion de l’entreprise. Pour les fonctions support de l’entreprise, qui ont souvent été les premières à bénéficier de SI (Comptabilité, etc.), et qui de plus font partie des plus stables du point de vue des processus, la mise en place du Système d’Information, et les gains de productivité associés, sont de l’histoire ancienne.
Et paradoxalement, ce sont les mêmes fonctions support qui sont aujourd’hui les plus challengées sur la productivité. Avec des perspectives d’optimisations de charge colossales, la RPA est aujourd’hui identifiées par ces métiers comme le meilleur moyen d’atteindre leurs objectifs.
Un moyen d’amélioration de la satisfaction client
Autre levier actionné par la RPA, et au cœur des préoccupations actuelles des métiers : la satisfaction client. Avec la possibilité d’accélérer le temps de déroulé des processus, la possibilité de traitements 24/24H, et une amélioration significative de la qualité (les robots ne font pas d’erreurs), la RPA offre aux directions métiers la promesse d’un service aux clients plus réactif et plus efficace.
Ces différents leviers font de la RPA une des principales source de valeur ajoutée SI dans les prochaines années : son développement est non seulement inéluctable, il est nécessaire pour les entreprises. La DSI a dont toute légitimité et tout intérêt à accompagner les métiers dans cette voie.
La DSI : un partenaire légitime des métiers sur les projets de RPA
Laisser les métiers mener chacun de leur côté des projets de RPA est un risque à de multiples niveaux :
- Multiplication de solutions éditeur (et il y en a beaucoup) différentes, avec à la clé un manque à gagner en termes d’économies d’échelle sur les coûts de licences et de capitalisation technique
- Création d’une dépendance forte des métiers avec des intégrateurs (dans un contexte de ressources rares), sans maîtrise de la relation client-fournisseur à plus grande échelle
- Manque de visibilité sur les projets de RPA par la DSI, et par conséquent une stabilité des robots non garantie et des coûts de maintenance non maîtrisables.
- Absence de maîtrise du SLA des robots, possiblement sur des processus critiques.
La prise en compte de la RPA comme une composante à part entière des projets de système d’information amène à la nécessité de capitaliser, contrôler, centraliser les projets de RPA au même titre que les autres projets de SI, pour garantir :
- La rationalisation technique et financière des solutions techniques
- La montée en compétence des équipes (internes et externes) pour garantir une continuité de service en termes de capacité à produire vis-à-vis des métiers
- La possibilité de massifier les prestations, avec la perspective de mis en place de TMA externalisées pour réduire les coûts
- L’exploitation industrielle des robots, mutualisée avec le reste du SI, et notamment la mise en place de SLA
Et au-delà de ces considérations technico-financières, le positionnement de la DSI sur les projets de RPA est aussi, et surtout, un moyen d’ancrer un vrai positionnement de la DSI comme partenaire des métiers
Comment y aller ?
Pour prendre le train de la RPA, la DSI doit avant tout être présente et proactive auprès des métiers, avec une offre de service RPA adaptée. Etre capable de capter l’attention des métiers et d’apporter des solutions, au moment où les intégrateurs et les éditeurs frappent à leur porte, est indispensable pour établir une base de crédibilité.
La seconde condition est bien sûr de se donner la capacité à produire les projets de RPA dans les conditions attendues par les métiers, et par ailleurs promises par les intégrateurs : démarrage rapide, réactivité des équipes, agilité, etc. Pour cela, la DSI doit s’assurer de mettre en place les moyens techniques (infrastructure, solutions techniques, … ) et humains adaptés pour rester compétitifs. Et compte tenu des délais nécessaires pour rassembler ces différents prérequis (Instructions techniques, RFI, benchmarks, recrutement, consultations, etc.), il est grand temps de monter dans le train !
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