Case Study: City of Seattle eliminates 6,200-case utility backlog and saves 1,500+ FTE hours with Automation Anywhere

Seattle Improves Quality of City Services by Scaling RPA

The City of Seattle, a large municipal government serving nearly 750,000 residents, sought to improve delivery of public services and reduce manual workload after COVID-19 strained processes. With an automation program led by Luke Keenan, the city evaluated RPA options and selected Automation Anywhere A2019 to establish a scalable foundation for automating intake, password management, and payroll reminders.

Seattle deployed its first bot within a week and has put 60+ bots into production, using IQ Bot for document processing and Bot Insights for performance tracking. Results include eliminating a 6,200‑case Utility Discount Program backlog, saving 1,500+ FTE hours and 600 hours of manual data entry, reducing password lockout incidents by 35%, and sending roughly 700 automated password notifications daily, plus timesheet reminders that save 30+ hours per month.

City of Seattle

Luke Keenan

Automation Lead