Use Case #2 - ROC your RPA with Robotic Operations Center

July 14, 2022

ROC your RPA with the Robotic Operations Center

An enterprise RPA strategy requires an enterprise implementation methodology. An implementation methodology based on the Robotic Operations Center (ROC) can achieve automation outcomes at scale. ROC comes with skilled experts who can develop and manage the RPA platform. Robotic Process Automation (RPA) has been in our lives with various use cases since early 2000. According to Automation Anywhere, the potential economic impact of work automation is expected to reach $5-7 trillion by 2025. ROC is essential for smooth implementation and a complete shift to the digital workforce.

What is a robotic operations center?

Once Automation is in production, ROC focuses on ensuring the delivery of expected business value. The primary job of ROC is to identify blockers and remedy them. It also involves running Automation on schedule. Successful ROCs play a pivotal role in the continuous improvement of existing Automation. 

A Robotic Operations Center (ROC) is a 24/7 maintenance and support center. ROC teams facilitate managing automation deployments. Managed ROC take place through a broad set of tools and utilities. Automation teams can support and scale RPA implementation by leveraging onshore resources through ROC. 

The ROC tools and utilities include:

  • Alerting Dashboards
  • L1, L2 intelligent Automation Infrastructure Support
  • Automated Deployment Utilities
  • Automated Provisioning Scripts
  • Bot monitoring dashboards

CoE in RPA

A Center of Excellence (CoE) is a capability center of ROC. CoE is a pool of capabilities required to drive RPA functionality in an enterprise. It helps in deploying RPA effectively into the business operations.  The Center of Excellence is the knowledge and resources needed for accelerating Automation. CoE is responsible for evaluating, implementing, and maintaining RPA automation. 

How do ROC and CoE support RPA

ROC simplifies AI and A operations in RPA by connecting all the Automation and AI vendors into a single system. ROC solves this issue by operating and managing operations on multiple platforms.

CoE unifies AI and A Dev approach by digitizing and systemizing the lifecycle into one complete workflow. CoE creates ad-hoc digital transformation in multiple document repositories.  

When robots are delivered into production, the ROC, distinct from the CoE, has to be set up to manage business functions such as maintenance, escalation of issues, and managing robot changes. Clear boundaries between CoE and ROC help them focus precisely on their respective roles.

Typical challenges faced by customers:

  1. CoE drives idea generation. This makes it challenging to secure a steady pipeline of candidates.
  1. Analyzing, Optimization, and process mapping become an expensive process.
  1. Implementation takes a long time. Therefore, internal/external compliance with RPA initiatives is crucial and cannot be ensured.
  1. The real-time live solutions over-viewing process is very complex.
  1. No way to ng metrics due to bad visibility.

The benefit of the Turbotic ROC 

An enterprise RPA strategy requires an enterprise-ready implementation and methodology. ROC is a comprehensive process that supports DevOps, cloud monitoring, and network architecture. 


ROC's primary function is deploying bots into production. ROC reviews the code and checks for compliance during the deployment stage. ROC tests before deploying the bots into the production environment based on the requirement. It also maintains the configuration settings as and when required. ROC updates configuration for the corresponding climate while progressing from development to QA. ROC is also responsible for executing smoke tests before production.


Bot monitoring is an essential part of the ROC functions. ROC proactively monitors the bots for performance. ROC also provides weekly and monthly reports for better Optimization of bot infrastructure. ROC troubleshoots issues and then provides the Root Cause Analysis based on the playbook. ROC's insights can help address performance improvements, fix minor problems, and upgrade to the latest versions.

L1-L2 Support 

No code is tested at the L1-L2. In this stage, RPA bots are deployed and monitored. This is also the stage ROC identifies issues. L1 is similar to support and help desk resolution. Issues not addressed by L1 are moved to L2. At the L2 stage, complex problems are addressed using advanced configurations. Requests not solved at L1 and L2 are forwarded to L3. 

Turbotic ROC governance

The effectiveness of the ROC depends on good governance. From the daily collaboration of the ROC to timely reporting, Turbotic's ROC makes it possible for the company to have its finger on the pulse of the bots. With this operations team can make strategic decisions and decide on process improvements.

ROC timeline

ROC engagement model includes managers, a 24/7 troubleshooting desk, and subject matter experts working with the automation team. 

The engagement starts with an initial onboarding involving: 

1.   Discovery session includes understanding the current bot scenario, documentation checks, and process evaluation.

2.   Knowledge transfer which involves understanding bot complexity.

3.   Shadow support 

4.   Final operation takeover

Conclusion with Turbotic 

Turbotic's ROC is built in partnership with UiPath, Automation Anywhere, and Blue Prism. It leverages machine learning and RPA tools and transforms large volumes of data into relevant and actionable intelligence. In this way, Turbotic's ROC brings large-scale Automation to IT operations.

TurboticOS connects APIs to the best–of–breed vendors in each technology. It can create a support system to drive enterprise AI and Automation operations from one platform. The advantages of Turbotic powered RPA with Command Centre are:

  1. Quick integration and fast onboarding.
  1. Integrated service management.
  1. Managed Bots, processes, schedules, resources, and queues.
  1. Integrated Command center across all RPA techs.
  1. AI-powered preventive maintenance

Apart from the tool, Turbotic's ROC also monitors business KPIs such as

  1. Duration of each bot in action 
  1. Records and orders processed
  1. Average processing time of each bot in action
  1. Success and fail record rates 
  1. The time utilized by the bot for a particular operation
  1. Maximum efficiency of each robot.

As is evident, most RPA projects fail due to a lack of maintenance. Bot maintenance with ROC is a well-thought-out strategy that works better than subsequent actions. Developing a plan for bot maintenance and governance enables effective and successful RPA. This could be regardless of the number of bots. In this way, live solutions are managed through Turbotic Command Center.