Citizen Development

In the era of digital transformation, organizations are continually seeking innovative ways to enhance efficiency, agility, and competitiveness. One such innovation gaining significant traction is Citizen Development within the Robotic Process Automation (RPA) field. This paradigm shift democratizes automation, enabling non-technical employees to create and deploy automation solutions. In this article, we delve into what Citizen Development in RPA entails, its advantages and disadvantages, ideal use cases, suitable tools, the profile of a citizen RPA developer, cost considerations, the role of AI in simplifying the process, best practices for maintaining implemented bots, and guidelines on which processes are best suited for citizen developers.

What is Citizen Development in RPA?

Citizen Development refers to the practice where employees without formal programming or IT backgrounds design, develop, and implement software applications—in this case, RPA solutions—to address specific business needs. In the RPA context, citizen developers use user-friendly tools to automate repetitive, rule-based tasks traditionally handled by IT or specialized automation teams.

Advantages of Citizen Development in RPA

1. Accelerated Automation Deployment: By empowering employees to create their own automation solutions, organizations can significantly reduce the time between identifying a process and automating it.
2. Cost Efficiency: Reduces dependency on specialized IT resources, lowering development costs and enabling more widespread automation initiatives.
3. Enhanced Agility: Allows for rapid response to changing business needs as employees closest to the processes can develop tailored solutions quickly.
4. Employee Empowerment and Engagement: Fosters a culture of innovation and ownership, as employees actively contribute to improving their workflows.
5. Scalability: Facilitates scaling automation efforts across various departments without overwhelming centralized IT teams.

Disadvantages of Citizen Development in RPA

1. Governance and Compliance Risks: Without proper oversight, citizen-developed bots may lead to inconsistencies, security vulnerabilities, or non-compliance with regulatory standards.
2. Quality and Maintenance Challenges: Non-technical developers might produce solutions that are less robust, leading to higher maintenance efforts and potential operational disruptions.
3. Integration Issues: Citizen-developed bots may face challenges integrating seamlessly with existing systems, especially in complex IT environments.
4. Resource Management: Without structured management, the proliferation of bots can lead to redundancy, inefficiency, and difficulty in tracking automation assets.

Ideal Use Cases for Citizen Development in RPA

Citizen development in RPA is best suited for automating simple, repetitive, and well-defined tasks that do not require deep technical integration. Common use cases include:

• Data Entry and Validation: Automating the transfer and verification of data across systems.
• Report Generation: Creating standardized reports from various data sources.
• Email Management: Sorting, responding, and routing emails based on predefined rules.
• Appointment Scheduling: Automating the booking and updating of calendars.
• Inventory Updates: Managing and updating inventory records in real-time.

Suitable RPA Tools for Citizen Developers

Several RPA platforms are specifically designed to cater to citizen developers, offering intuitive interfaces, drag-and-drop functionalities, and minimal coding requirements:

1. UiPath: Offers a user-friendly StudioX tailored for non-technical users, enabling them to build automation workflows with ease.
2. Automation Anywhere: Provides a cloud-based platform with Bot Creator tools that allow citizen developers to design bots without extensive coding knowledge.
3. Microsoft Power Automate: Integrates seamlessly with Microsoft’s ecosystem, offering a low-code environment ideal for business users to create automated workflows.
4. Kofax RPA: Features an accessible design environment that supports non-developers in creating automation solutions.

Note: While Blue Prism is a powerful RPA tool, it is traditionally geared towards IT professionals and requires coding within business objects, making it less suitable for citizen developers. Additionally, Blue Prism primarily focuses on unattended automation rather than attended automation, further limiting its accessibility for non-technical users.

Who is Suitable to Be a Citizen RPA Developer?

Citizen RPA developers typically possess the following characteristics:

• Process Knowledge: Deep understanding of the business processes they aim to automate.
• Problem-Solving Skills: Ability to identify inefficiencies and conceptualize automation solutions.
• Willingness to Learn: Openness to adopting new tools and methodologies.
• Attention to Detail: Ensuring accuracy and reliability in automated tasks.
• Collaboration Skills: Working effectively with IT and other departments to align automation efforts with organizational goals.

How to Become a Citizen RPA Developer

Becoming a citizen RPA developer involves a combination of acquiring the right skills, utilizing appropriate resources, and engaging in continuous learning. Here’s a step-by-step guide:

1. Understand the Basics of RPA: Familiarize yourself with the fundamental concepts of RPA, including its purpose, benefits, and common use cases.
2. Choose the Right RPA Tool: Select an RPA platform that is user-friendly and suited for citizen development, such as UiPath StudioX, Automation Anywhere Bot Creator, or Microsoft Power Automate.
3. Access Learning Materials:
4. Hands-On Practice: Start by automating simple tasks within your daily workflow. Practical experience is crucial for building confidence and proficiency.
5. Learn Basic Logic and Workflow Design: While extensive coding knowledge isn’t required, understanding basic logical constructs (like loops, conditions, and variables) can enhance your automation capabilities.
6. Seek Mentorship and Collaboration: Collaborate with IT professionals or experienced RPA developers to gain insights and receive feedback on your automation projects.

Best Learning Resources for Citizen RPA Developers

• UiPath Academy: Offers free courses ranging from beginner to advanced levels, including specific modules for StudioX users.
• Automation Anywhere University: Provides training programs and certifications tailored for different roles and expertise levels.
• Microsoft Learn: Features tutorials and modules for Microsoft Power Automate, integrated with other Microsoft services.
• YouTube Tutorials: Numerous channels provide step-by-step guides and practical examples for various RPA tools.
• Books and eBooks: Titles like „Robotic Process Automation and Cognitive Automation: The Next Phase“ offer in-depth knowledge and case studies.

Maintenance of Implemented Bots by Citizen Developers

Maintaining automated bots is crucial to ensure their continued effectiveness and reliability. Here are key aspects to consider:

1. Regular Monitoring: Continuously monitor bots to detect and address any issues or performance drops. Many RPA tools offer dashboards and alerts for real-time monitoring.
2. Scheduled Updates: Keep bots updated to adapt to any changes in the processes or systems they interact with. Regularly review and refine automation workflows to align with evolving business needs.
3. Error Handling and Troubleshooting: Implement robust error-handling mechanisms within bots to manage unexpected scenarios. Develop troubleshooting protocols to quickly resolve any issues that arise.
4. Documentation: Maintain comprehensive documentation of each bot’s functionality, workflows, and any changes made. This facilitates easier maintenance and knowledge transfer.
5. Governance and Compliance: Ensure that all bots adhere to organizational policies and regulatory requirements. Conduct periodic audits to verify compliance and security standards.
6. Collaboration with IT: Work closely with IT departments to manage integrations, handle complex technical issues, and ensure that bots are scalable and secure.

Costs: Citizen Development vs. Traditional RPA Development

Citizen Development often presents a cost-effective alternative to traditional RPA development by:

• Reducing Development Time: Faster creation and deployment of bots minimize labor costs.
• Lowering IT Dependency: Decreases the need for specialized RPA developers, reallocating IT resources to more strategic initiatives.
• Minimizing Training Expenses: Many citizen-friendly RPA tools require minimal training compared to complex traditional platforms.

However, it’s essential to account for potential costs related to governance, maintenance, and scaling when implementing a citizen development strategy to ensure long-term sustainability and effectiveness.

The Role of AI in Facilitating Citizen Development

Advancements in Artificial Intelligence (AI) have significantly enhanced the capabilities and ease of use of RPA tools for citizen developers. One of the most transformative impacts of AI is its ability to enable the creation of automation workflows through natural language processing (NLP), allowing users to simply describe the process they want to automate in plain text. This innovation accelerates the implementation of processes by bridging the gap between user intent and technical execution.

• Natural Language Automation: AI-powered RPA tools can interpret instructions written in natural language, enabling citizen developers to describe their desired workflows without needing to understand complex scripting or programming languages. For example, a user can type, „Automatically extract data from incoming emails and update the CRM system,“ and the RPA tool can generate the corresponding automation workflow.
• Intelligent Process Automation: Beyond simple rule-based tasks, AI integrates capabilities like machine learning, computer vision, and cognitive understanding to handle more complex scenarios. This allows citizen developers to automate tasks that previously required advanced technical skills, expanding the scope of what can be achieved without deep IT involvement.
• User-Friendly Interfaces with AI Assistance: AI-driven design assistants within RPA tools guide users through the automation creation process. These assistants can suggest workflow improvements, detect potential errors, and provide real-time feedback, making the automation development process more intuitive and less error-prone.
• Automated Error Handling: AI can predict and manage potential errors by analyzing patterns and behaviors in automated processes. This ensures that citizen-developed bots are more reliable and require less manual intervention when issues arise.
• Enhanced Data Analytics: AI integrates advanced analytics into RPA tools, enabling citizen developers to gain deeper insights from automated processes. Users can leverage AI to analyze data trends, optimize workflows, and make data-driven decisions to further enhance their automation initiatives.

These AI enhancements significantly lower the technical barriers for citizen developers, making RPA more accessible and powerful for non-technical users. By allowing users to implement processes faster through natural language descriptions, AI-driven RPA tools empower a broader range of employees to contribute to their organization’s automation efforts, fostering a more innovative and efficient workforce.

Which Processes Should Be Implemented by Citizen Developers?

While Citizen Development opens the doors to widespread automation, it’s crucial to delineate which processes are best suited for non-technical developers. Generally, simple, repetitive, and low-risk tasks are ideal candidates for citizen development, whereas complex, high-impact, or mission-critical processes should remain under the purview of professional RPA developers. Here’s a breakdown:

Suitable for Citizen Developers:

• Routine Data Entry: Automating the input of data into spreadsheets or databases from various sources.
• Basic Reporting: Generating standard reports by aggregating data from predefined sources.
• Email Sorting and Responses: Categorizing incoming emails and sending automated replies based on specific criteria.
• Appointment Scheduling: Managing calendar events and booking appointments without the need for complex integrations.
• Simple Inventory Management: Updating inventory records based on sales or stock changes.

Not Suitable for Citizen Developers:

• Complex Integrations: Processes that require deep integration with multiple systems, APIs, or databases.
• High-Risk Operations: Automation tasks that, if failed, could lead to significant financial loss, legal issues, or safety concerns.
• Advanced Data Processing: Tasks involving complex data transformations, machine learning models, or predictive analytics.
• Mission-Critical Systems: Automations that support essential business functions and require high reliability and uptime.
• Scalable Enterprise Solutions: Large-scale automation projects that demand robust architecture, scalability, and extensive testing.

Personal Use Cases: Citizen developers can also focus on automating tasks that directly enhance their individual productivity, such as automating personal email management, scheduling, or task tracking.

By clearly defining the scope of citizen development, organizations can harness the full potential of their workforce while ensuring that critical and complex processes are managed by skilled professionals. This balanced approach mitigates risks, maintains quality standards, and promotes sustainable automation practices across the organization.

Best Practices for Implementing Citizen Development in RPA

To maximize the benefits and mitigate the risks associated with citizen development in RPA, organizations should consider the following best practices:

1. Establish Governance Frameworks: Define clear policies, guidelines, and standards to ensure consistency, security, and compliance across all automation initiatives.
2. Provide Comprehensive Training: Equip citizen developers with the necessary skills and knowledge through structured training programs and resources.
3. Foster Collaboration Between IT and Business Units: Encourage continuous communication and support between technical teams and citizen developers to ensure alignment and address challenges effectively.
4. Implement Centralized Monitoring and Management: Utilize centralized platforms to track, manage, and maintain all automated bots, ensuring optimal performance and scalability.
5. Promote a Culture of Continuous Improvement: Encourage feedback, iterate on automation solutions, and stay abreast of technological advancements to continually enhance automation efforts.
6. Ensure Robust Maintenance Protocols: Develop standardized procedures for monitoring, updating, and troubleshooting bots to maintain their effectiveness and reliability.

Conclusion

Citizen Development is transforming the RPA landscape by democratizing automation and empowering employees across all levels to drive efficiency and innovation. While it presents unique advantages in terms of cost, agility, and employee engagement, it also necessitates careful governance and support to ensure successful implementation. By focusing citizen development efforts on simple and personal use cases and leaving complex, high-impact processes to professional developers, organizations can strike the right balance between widespread automation and maintaining high standards of quality and reliability. With the aid of user-friendly RPA tools, comprehensive training, and the integration of AI capabilities—such as natural language processing for faster process implementation—organizations can harness the full potential of citizen developers, fostering a more dynamic and resilient workforce.

Is your organization ready to embrace Citizen Development in RPA? Let’s connect and explore how empowering your team can lead to unprecedented levels of automation and business success.