There were multiple systems involved in the process which included both internal and external government portals. This monthly process of downloading statements for all their Facilities took more than 2 days a month, and in some cases required the staff to work additional hours. This is a business-critical process and any delays would impact the delivery of P&Ls for the business unit.

Solution

The team at ProcessX engaged with the staff and understood the complexities of the process and were able to ascertain automation opportunity. A new future state process was designed with the subject matter experts.

The process was then automated on UiPath platform using best practice REFramework.

The automation has since started saving 192 hrs annually and provided the staff with work life balance by not having to work additional hours. It has ensured that the Accounting Team now has access to the statements as soon as they are available on the government portal for compiling P&Ls.

A major ASX listed Aged Care Provider engaged ProcessX to help with conducting a process review to help with improving operational efficiency within various business units.



The Accounts Receivable Team was spending considerable time every week on processing client refunds. This was due to a legislative requirement to ensure any client discharges are processed within 14 days. The process is heavily manual as requires a complete reconciliation of accounts for the client from their start date. The entire process is conducted on the Epicor ERP system.

Solution

The team at ProcessX engaged with the staff and identified the pain points which was around the manual nature of the process and variation due to different client arrangements. 

The team worked on developing a future state process that would streamline the variations and be fit for automation. The process was optimised for a “Human in the Loop” as there were inputs/ decision making that was required. This now meant that the aspects that were manual are completed by the robot and decision making completed by a human to hand it back to the robot for further processing.

The automation has improved the accuracy of the process to 100% and put on path to achieve 7500 hrs of effort saving per annum. In the process the letters have now been standardised to ensure consistency in quality to the clients and improved brand. It also now ensures compliance to the legislative requirements.

A Federal Government Department sent out monthly surveys to the Australian population to obtain data that supported more informed decisions making. It was imperative strict timelines were met so that data was not compromised plus could be analysed by the nominated dates. This caused undue pressure on the area with significant overtime needing to be done, resulting in a large turnover of team members.

Solution

By documenting the current end to end process, not just the one that the team at the end of the process did, it was found that there was significant duplication, re-work, and double checking. 

The value for our client was they now had a better understanding of the entire process, what the customer values and the estimated times specific tasks take. We then identified the opportunities to improve for the department, and then using the Agile methodology produced incremental improvements over a 3-month period.

The result was that clearer ownership of specific parts of the process by various areas which reduced double handling and re-checking. 

At the same time the Covid epidemic started in Australia and the team were asked to produce an additional survey based on the Covid impact to help inform decision making, even with this additional survey overtime was reduced by 50% whilst all survey deadlines continued to be met with no additional pressure on the team.

Aged care providers must either download resident fee change letters from a portal or wait for the letter to arrive to then manually input the changes into their finance system. This takes approximately 20 minutes per resident.

Solution

ProcessX through the years of working with closely with aged care providers have automated the entire process. ProcessX understands the many nuances of the portal and the many types of resident fee change letters, and the numerous business rules to enter these into the finance system.

The solution developed combining bots, document understanding, and AI has allowed our aged care clients to save numerous manual hours for their finance team members.

One major ProcessX client has saved over 800 days annually of effort. This has allowed the finance team to focus more on increased communication with families as well as timely and accurate billing.

Plus, this has reduced debt and has made end of month reconciliation more accurate.

Many aged care providers are utilising old resident management systems and have desired to change but have been impeded by the effort it will take clinical nurses to transfer the data into a new system, on average it takes 6 hours per resident. 

Plus, as aged care providers purchase other providers, they need to take information from resident management systems to their own.

Solution

ProcessX have worked with aged care providers and have a deep understanding of the various resident management systems used across aged care.

We have helped providers successfully migrate resident information from one system to another accurately.

An aged client that purchased several homes which equated to approximately 1000 residents saved 6,000 hours of clinical nurses manually imputing and checking the data that was entered from one system into another. Therefore, there was no impact on residents with the clinical staff no longer being required to do a large amount of administration work.