What is Automation?
The basic proposition of automation seems simple enough: Software can handle tasks that are repetitive, rules-driven and don’t require judgment more effectively than humans. Think about speed dial on your phone. Once programmed, the phone can dial a number faster than you ever could manually and never get it wrong. That’s the vision for automation in a nutshell.
Why is Automation Important to Productivity?
Automation’s benefits can be measured in terms of speed and accuracy. Unlike humans, software does not need to take breaks and it can repeat the same tasks without missing a step — or getting bored and sloppy.
One popular tool is robotic process automation (RPA) — software that people can “train” to handle specific tasks or processes, such as capturing and analyzing data from digital forms.
For example, U.S. Citizen and Immigration Services once used RPA to process two million backlogged records in just one hour, according to the 2021 State of Federal RPA Report. “Doing it by hand would have taken nine months to complete,” the report states.
Ideally, automation frees up workers to focus on more meaningful tasks, leading to greater job satisfaction and higher retention. Fifty-five percent of employees “feel good about replacing repetitive tasks with automation,” according to a study by ADP Research Institute.
Solving the ‘Blank Page’ Problem
Automation tools such as AI-driven chatbots and low-code/no-code development might not be able (yet) to do all your work for you, but they can get you started, said Charlotte Lee, a GovLoop Featured Contributor and a Customer Experience (CX) and Innovation Strategy Executive at Granicus (GovLoop’s parent company). Rather than staring at a blank page, you can use a tool such as ChatGPT to give you something to work with and spur your thinking. “You no longer have to start from scratch.”
How It’s Done
Don’t take it as given that automation is a boon for employees, especially as artificial intelligence (AI) enables agencies to automate a wider range of activities — and potentially displace human workers. In time, automation is likely to eliminate positions that focus solely on the repetitive, rules-driven work at which automation excels, experts say. The recent emergence of AI-driven chatbots, such as ChatGPT, has only elevated some workers’ concerns; Business Insider recently listed the 10 roles that AI is likely to replace.
If you’re in a leadership position, you can improve the odds of success with automation in two ways:
- Be transparent. Clearly communicate an automation initiative’s aims and how it will and will not affect employees. “Your project may seem simple on paper, but when we add people to the mix, it gets really complicated really fast,” said Chetrice Mosley-Romero, Cybersecurity Program Director for the Indiana Office of Technology and Department of Homeland Security, speaking at a GovLoop virtual event last year.
- Get employees involved. No one understands the work better than the people who do it. “Getting employees directly involved not only has the potential to ease their concerns, but also provides critical input to help ensure the implementation will actually achieve the results intended and perform as expected,” writes Lin Grensing-Pophal at the Society for Human Resource Management.
If you’re a frontline employee, focus on building skills that position you to work effectively with automation, not be replaced by it. Such skills include “communication, complex analytical skills that often require careful judgements of multiple factors, and creativity,” according to a study by the Brookings Institution.
How Self-Help Helps Everyone
Increasingly, government agencies are offering employees the same kind of self-service portals they provide for constituents. A common use case is password changes. Rather than submitting a help ticket and waiting to hear from IT, employees can use an automated system to make the change. That’s a win for workers and helpdesk employees alike, said Shonte Eldridge, a GovLoop Featured Contributor and Founder of Drake Strategy and Associates. “That’s one thing that’s made government a lot more efficient — helping our employees have a better customer experience,” she said.
Automation Tips
Keep it real. Don’t gloss over your or others’ concerns about automation. Facilitate conversation and debate.
Find allies. If championing an automation project, partner with employees who understand your vision and have influence in the organization.
Don’t fret. Recognize that failure is just another way to learn when trying new things. Meet people where they are. Understand that not everyone is ready for change; take their concerns seriously, and slow down if necessary.
This article appears in our guide, “The 5 Habits of Highly Productive Agencies.” To learn about habits 2 through 5 and more, download here:
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