Case Study: European Government IT Agency cuts costs through automation with PA Consulting

European Government IT Agency - Customer Case Study

PA Consulting worked with a European government IT agency facing a rapid expansion in demand as central government IT services were centralized, doubling the number of users it supports to around 30,000. The agency needed a way to scale efficiently while keeping costs down, and asked PA Consulting to assess whether robotic process automation could help automate some of its routine IT service processes.

PA Consulting identified the most suitable automation software, then assessed, programmed, and tested it across several manual workflows such as issuing new phone numbers, creating login details for external consultants, and producing weekly service reports. The pilot tests showed these processes could be automated successfully, in some cases cutting processing time by more than half, giving the agency clear evidence of potential cost savings and supporting plans for a further automation pilot.