Adopting Robotics Process Automation for Digital Transformation in the Insurance industry, Sello Mmakau, Tebogo Sethibe
Sello Mmakau
Graduate School of Business Leadership (SBL)
University of South Africa, Pretoria
South Africa
Tebogo Sethibe
Agricultural Research Council (ARC), Graduate School of Business Leadership (SBL), University of South Africa, Pretoria
South Africa
Abstract: Robotics Process Automation (RPA) is a transformative technology that enables companies to automate repetitive, high-volume tasks, facilitating digital transformation. Although RPA is innovative and holds promise, it requires further academic investigation. This study explores the factors influencing RPA adoption as a catalyst for digital transformation by employees at a South African insurance company. Utilising a qualitative approach, the research involved interviews with ten executive and senior managers. Due to their presumed knowledge and expertise on the subject matter, participants were predominantly selected based on their seniority within the organisation. Thematic analysis was the chosen method for examining the data. The findings indicate that efficiency, job security, performance expectations, and change management are key determinants in the adoption of RPA within the insurance sector. Employees were more inclined to accept RPA when they were confident that their jobs were secure, believed that tasks would be executed more effectively, and had received adequate training on the technology. This study contributes to the understanding of RPA adoption in the insurance sector by identifying critical factors that influence its implementation. Additionally, the research provides valuable insights into the potential benefits and drawbacks of RPA, emphasising the need for comprehensive guidelines and regulatory frameworks to address challenges such as job displacement and data security. The study's findings offer practical implications for insurance companies seeking to enhance their digital transformation efforts through RPA, ultimately improving productivity and customer experience.
Keywords: Robotics; Automation; Insurance; Technology Organisation Environment Framework; Technology Adoption Model; Business Process; Thematic Analysis.