Support Models Explained in RPA - Hybrid Support Model - Part 8

In the ever-evolving field of Robotic Process Automation (RPA), organizations are constantly seeking the most effective ways to manage and support their automation initiatives. While centralized and decentralized support models each offer their own advantages, a growing number of organizations are finding that a Hybrid Support Model provides the ideal balance between control and flexibility. As an RPA manager, I’ve observed how this approach can effectively combine the strengths of both centralized and decentralized models, creating a support structure that is both agile and consistent.

This article will explore the Hybrid Support Model in RPA, covering its structure, key components, benefits, challenges, and best practices for successful implementation.

What is a Hybrid Support Model?

The Hybrid Support Model in RPA is a structure that blends elements of both centralized and decentralized support models to create a more flexible and adaptive approach. In this model, certain support functions are managed centrally by a dedicated team, typically within a Center of Excellence (CoE), while others are distributed across various business units or departments. This combination allows organizations to leverage the strengths of both models, providing consistent governance and oversight while also enabling localized support tailored to specific business needs.

Key Components of the Hybrid Support Model

1. Centralized Core Functions:

- Governance and Standards: The centralized aspect of the Hybrid Support Model focuses on maintaining governance, standards, and best practices across the organization. This ensures that all RPA activities adhere to a consistent set of guidelines, minimizing the risk of non-compliance and ensuring alignment with organizational objectives.

- Shared Services: Core support services, such as infrastructure management, security, and compliance monitoring, are typically handled by a central team. This allows for economies of scale and ensures that these critical functions are managed by experts with a holistic view of the organization.

2. Decentralized Operational Support:

- Localized Support Teams: In the Hybrid Support Model, day-to-day operational support is often managed by teams embedded within individual business units or departments. These teams are responsible for incident management, maintenance, and process improvements within their specific areas, allowing for faster response times and more tailored support.

- Customization and Flexibility: Decentralized teams have the flexibility to customize their support processes to meet the unique needs of their business units. This allows them to address specific challenges and opportunities in a way that is most relevant to their operations.

3. Collaboration and Communication Channels:

- Integrated Communication: The Hybrid Support Model relies on robust communication channels between centralized and decentralized teams. This integration ensures that information flows seamlessly across the organization, enabling quick decision-making and a unified approach to RPA support.

- Collaborative Platforms: Tools and platforms that facilitate collaboration are essential in a hybrid model. These platforms enable teams to share knowledge, best practices, and updates, ensuring that all parts of the organization are aligned and informed.

Advantages of the Hybrid Support Model

1. Balance of Control and Flexibility:

- The Hybrid Support Model provides the best of both worlds by combining the control and consistency of a centralized model with the flexibility and responsiveness of a decentralized approach. This balance allows organizations to maintain high standards while adapting to the specific needs of different business units.

2. Scalability:

- As organizations grow, the Hybrid Support Model allows for scalable expansion of RPA initiatives. Centralized teams can focus on strategic oversight and the development of new capabilities, while decentralized teams can scale their operational support to meet increasing demands without overburdening a central authority.

3. Enhanced Governance and Compliance:

- Centralized governance in the hybrid model ensures that all RPA activities comply with organizational standards and regulatory requirements. This reduces the risk of non-compliance and ensures that RPA initiatives are aligned with broader organizational goals.

4. Faster Response Times:

- Decentralized operational support teams, being closer to the processes they support, can respond to incidents and changes more quickly. This leads to improved uptime, reduced downtime, and a more agile RPA operation.

5. Empowerment and Innovation:

- The Hybrid Support Model empowers local teams to take ownership of their RPA initiatives, fostering a culture of innovation. With the flexibility to customize their support processes, these teams can experiment with new ideas and approaches that drive continuous improvement.

Challenges of the Hybrid Support Model

1. Complex Coordination:

- One of the main challenges of the Hybrid Support Model is the need for effective coordination between centralized and decentralized teams. Without clear communication and collaboration channels, there is a risk of misalignment, duplication of efforts, and gaps in support coverage.

2. Resource Allocation:

- Balancing resource allocation between central and decentralized teams can be challenging. Central teams may struggle with overburdening if too many responsibilities are placed on them, while decentralized teams may face resource constraints if they are not adequately supported.

3. Inconsistent Implementation:

- While the hybrid model aims to combine the strengths of both centralized and decentralized approaches, there is a risk of inconsistent implementation across different parts of the organization. This can lead to variability in support quality and effectiveness.

4. Maintaining Standardization:

- Ensuring that decentralized teams adhere to centralized standards and guidelines can be difficult. Without proper oversight, there is a risk that localized processes may deviate from established best practices, leading to potential compliance issues or inefficiencies.

5. Potential for Silos:

- In some cases, decentralized teams may become isolated from the broader organization, leading to the development of silos. These silos can hinder collaboration and knowledge sharing, reducing the overall effectiveness of the RPA program.

Best Practices for Implementing a Hybrid Support Model

1. Clear Definition of Roles and Responsibilities:

- Establish clear roles and responsibilities for both centralized and decentralized teams. This includes defining which functions are managed centrally and which are handled locally, as well as outlining the decision-making authority of each team.

2. Robust Governance Framework:

- Implement a strong governance framework that ensures consistency across the organization while allowing for localized customization. This framework should include guidelines for compliance, security, and process standardization, along with mechanisms for monitoring and enforcement.

3. Effective Communication Channels:

- Develop and maintain robust communication channels between centralized and decentralized teams. Regular meetings, status updates, and collaborative platforms can help ensure that all teams are aligned and informed, reducing the risk of miscommunication and duplication.

4. Continuous Training and Development:

- Invest in continuous training and development for both centralized and decentralized teams. This helps to ensure that all team members have the skills and knowledge needed to manage their respective responsibilities effectively. Training should cover both technical skills and soft skills, such as communication and collaboration.

5. Leveraging Technology for Integration:

- Utilize technology platforms that support the integration of centralized and decentralized functions. These platforms can provide a unified view of RPA activities, facilitate incident management, and enable the sharing of best practices and lessons learned across the organization.

6. Encourage Collaboration and Knowledge Sharing:

- Foster a culture of collaboration and knowledge sharing across the organization. Encourage decentralized teams to share their insights and innovations with the central team and with each other, helping to spread best practices and drive continuous improvement.

The Hybrid Support Model in RPA offers a flexible and balanced approach to managing automation initiatives, combining the strengths of both centralized and decentralized models. By maintaining centralized governance and oversight while empowering local teams to manage day-to-day operations, organizations can achieve a support structure that is both consistent and adaptable. However, the success of this model depends on effective coordination, clear communication, and a strong governance framework. By following best practices and addressing the challenges inherent in this model, organizations can maximize the benefits of their RPA programs and drive greater value from their automation initiatives.