FedEx Express hardly needs an introduction, they’re a huge international logistics provider operating in pretty much every corner of the world. With an eye on digital transformation, though, they’ve used automation to improve how they help customers. To say it’s been a success would be an understatement.

Andrzej Srebro is the IT Manager for FedEx Express’ Robotic Process Automation Center of Excellence, and we recently sat down with him to talk about our work together. We wanted to shout about how well it’s gone, and so we’ve split this case study into 3 clear sections: the backstory, the approach, and the business outcomes for FedEx Express. Enjoy!

“When I started leading the RPA CoE at FedEx Express, I had to ask a lot of questions, more often than not, PAteam was the best source of information. That shows that they don’t just care about building the technology, they actually want to understand what is going on in the rest of our business. They align perfectly with us.”

Andrzej Srebro, IT Manager, Robotic Process Automation CoE at FedEx Express

The Backstory

Andrzej has worked with FedEx for nearly seven years, and although he’s been involved in different teams, he’s always been an IT manager, so it’s safe to say he knows what he’s doing. Just over two years ago, Andrzej was internally scouted by a previous boss of his to head up a CoE that FedEx wanted to set up, to focus on RPA.

Before this, RPA had been split between several different teams, and his boss felt that a centralized point of responsibility and knowledge would be the best way to help automation rollout in the business. PAteam had been involved with FedEx for some time before Andrzej started leading the CoE, and it was clear that when Martijn, our MD, met with him that there would be a real acceleration in what we were working on together.

Going through modernization in a big company is a challenge, and although FedEx’s response to the pandemic had greatly accelerated the process, there were still key areas that they felt a real impact could be made – offering the most significant benefits. This was particularly within the customer experience space, where a lot of manual work slowed down service representatives and delayed query resolutions for customers.

Our Approach

There were some areas that we were able to work with Andrzej and his team on that would turn out to have a significant impact on the FedEx Express customer experience. RPA is often lauded as a great piece of technology within the accounting space. But, similarly, any area of a business that has basic, repetitive processes can benefit from the technology.

Dramatically modernizing their web interface, FedEx went from a classic style contact page, all the way to a web form that when submitted is processed in full by a bot – rather than a person. The previous setup would be an entirely manual process, with a customer representative processing the contact form, emailing a response, setting up a claim, then emailing the details of that claim at a later date. Now, the robots we helped build process everything in full immediately, delivering a claim reference number to the customer within 30 seconds.

Beyond the pure RPA working behind the scenes of the customer contact web form, we also helped build a piece of attended automation in the form of a digital assistant. This helps agents execute certain tasks. For example, if a customer calls the center for a query on a package that has data in a number of FedEx’s systems, the digital assistant helps collate and display all that information for the customer agent.

Much of the initial trials of these technologies were started in the UK, and this was in part due to having to tackle the country-specific issues following Brexit that saw a huge surge in customer contact. Once it was clear it worked in the UK, it was rolled out throughout Europe.

It’s fair to say we have a very close working relationship with FedEx, and Andrzej was so confident in the work we do and our expertise that he began to treat us like a true extension of his own team. It’s a part of this project we’re particularly proud of. We’re conscious of taking the time to really understand not just the tech but the business itself, and that shines through in the way we’re treated by Andrzej and his team.

Their Business Outcomes

Some of the automation we helped to put in place very directly impacted the staff at FedEx because they were using the digital assistant. This is currently being trialed in a couple of customer centers, slowly growing its scope. But for the unattended automation, this indirectly impacted the work of thousands of agents at FedEx by taking away repetitive tasks that stop them from adding value.

We’ve even been able to define the impact into three separate categories:

1. Rather than having to let any staff go as a result of bots taking on their tasks, they were instead relocated to different tasks and teams so they could really utilize their skills and experience for their own satisfaction and the satisfaction of FedEx’s customers.
2. By executing tasks quicker and more effectively FedEx is able to avoid customers opening certain claims to recoup costs. Also, because customers can book almost everything via the web service, it’s improved the inflow of cash into the business. RPA helped save money and increase revenue.
3. Something difficult to quantify but extremely important to FedEx is the way that customers view their interactions with them. After the RPA efforts, they measured this through surveys and got a lot of good feedback from customers. It’s a big improvement in the brand and the level of service that FedEx Express offers.

We know, just like FedEx, that customers want to get things moving, they don’t want to have to wait for anything. They expect this level of service because it’s present in other parts of their lives and through other companies they work with. It’s a pleasure to help FedEx Express push the boundaries of what they’re doing, and really give their customers what they want and need.

Our work so far has been a real success, and because of that there’s an increased interest in RPA from other departments outside of customer experience. That’s the next step for Andrzej and the team – take their success with automation, and build on it. Whether that’s by rebuilding what’s already been made or making something new, we’ll be on hand to help.

“As a company, we’re focused on digital transformation and bringing further efficiencies to the business. Automation ticks both of these boxes. There is a whole world of opportunity for automation and optimization, and it’s something we’re excited to continue pursuing with PAteam.”

Andrzej Srebro, IT Manager, Robotic Process Automation CoE at FedEx Express

Want to be among great businesses like FedEx Express? Reach out to PAteam today

In the past decade, financial services have become more accessible to consumers and businesses alike, and we all have fintech to thank for that unlocking of value. But now that fintech is maturing, it needs to take the next step in ensuring it continues to deliver on its goal of financial accessibility. To do that, you guessed it; it needs to embrace automation.

Automation offers many benefits, particularly for digital-first businesses built on their visions of accessibility, efficiency, and connectivity. Fintech is a great example of an industry literally enabled by cutting-edge technology to make better products and services. Here is how fintech can take that next step and continue to conquer.

What Is Fintech Automation?

Automation in fintech is any technology that takes away the need for a human operator to carry out a task – most commonly a digital interaction like clicking a mouse or pressing a key on a keyboard. Different types of automation can be combined with other technology to create even more powerful solutions, such as Artificial Intelligence (AI) and Machine Learning (ML) based algorithms that develop over time to process an action more effectively.

Challenges and Opportunities In Fintech

The biggest challenge that fintech faces in 2022 is the pressing requirements of data security and privacy regulations. Like any financial institution, fintech companies are heavily regulated, much to the benefit of consumers. But maintaining that level of compliance can be challenging, especially where large amounts of data are processed manually – the case in many businesses. Automation’s role in removing manual work from people is usually angled around time savings, but in the case of fintech, the benefit of no mistakes from robotic data entry is even more appealing. Automation can help fintech firms stay compliant with far less effort.

Use Cases of Fintech Automation

As we just mentioned, one great use case of automation in fintech is anywhere data entry is happening regularly. One of the key places this can be implemented is for customer onboarding. When a customer opens an account with a fintech firm, they will agree to process their data, and ensuring that all that data is correct from the outset is key. That data will impact things like credit score, mortgage terms, or the cost of underwriting, so it must be accurate at the point of entry – which a bot guarantees.

Another great example of fintech automation is in establishing system interoperability. App-to-app or app-to-service integration is a huge part of how many platforms offer a wide variety of features. RPA provides a valuable way for connecting systems via things like APIs rather than manually building integrations that are likely to break whenever either side of a system is adjusted.

Work in Fintech and need to harness the power of automation? PAteam is here to help.

Like many other sectors, insurance is an industry plagued by historical manual processes that govern almost every part of its administrative operation. That’s why technologies like automation are crucial for the insurance industry to thrive in the modern world and overcome the challenges every sector now faces.

Regularly eating up valuable employee time and becoming a priority over higher-value work, like engaging with customers, are manual operations related to claims processing, underwriting, new customer applications, and customer support. Let’s show you what can be done with some automation.

What Is Insurance Automation?

Automation in insurance is any technology that removes the need for a human to carry out a task. There are many different forms of automation, and they can be combined with other technologies, including Artificial Intelligence (AI) and Machine Learning (ML), to deliver enormous benefits to any business with manual, data-based processes.

Challenges and Opportunities In the Insurance Industry

The biggest challenge that the insurance industry faces is just the same as every other industry right now – rising costs. With inflating prices, insurance companies are struggling to cope with the ever-mounting pressure of growing costs in every aspect of their businesses.

Because managing costs is more critical than ever for the success of insurance companies, the biggest opportunity they have is to use technology to drive efficiency and cut costs. Automation cuts down on manual work by removing the need for people to carry out basic tasks. It also removes the standard error level created when people carry out administrative tasks and saves time fixing errors.

With the huge amount of data processing that insurers carry out, automation should be the go-to for each one of them if they want to get on top of their costs.

Use Cases of Insurance Automation

There are a variety of excellent uses of automation within insurance that companies can capitalize on very quickly, and then refine the technology they have in place to generate further ROI over time.

Claims processing

Fast and effective claims processing is an insurance company’s top priority. On average, claim processing takes up to five days, and insurers have to check doctor reports meticulously, third-party witness statements, previous accident data – the list goes on. With a bot in place, this data can be ‘read’ using Optical Character Recognition (OCR) and then transferred directly into their claims database, drastically cutting down on the time it takes for a human to review a case.

Governance

Insurance companies are a heavily regulated group, and for a good reason. Their products and services are financial services in one way or another, and so consumer protection is of paramount importance and at the front of every insurer’s mind. To stay compliant, insurers have to keep all of their terms of service and contractual agreements up to date with the most recent legislation. This is a process with a lot of room for error, as well as being very time intensive. Introducing a bot fixes both of those problems and keeps insurers safe from regulatory fines and a loss of customer confidence.

Underwriting

Automation in insurance isn’t limited to just basic data processing. It can also include complex data analysis to help underwriters establish insurance values that protect them against the inherent risk of insurance claims. Automation, using AI in particular, can bring together many data sets to help more accurately analyze risk and set insurance premiums accordingly.

Hopefully, this quick rundown of some of the potential for automation in insurance firms has shown you a glimpse of how powerful the technology can be. If your goal is to become more efficient and cut costs – there’s no better place to start than automation.

Need to get a handle on costs in your insurance business? Speak to PAteam today.

Automation is becoming more than just a way of processing data without the need for people. It’s now being applied across a range of businesses to actually support staff and customers alike. But what are the highlights of this developing, people-focused tech?

Many businesses use customer service automation to increase the effectiveness of their support staff, which in turn provides their customers with a more complete level of service. So what exactly is customer service automation, and how can it help your staff, your customers, and your business?

What Is Customer Service Automation?

Consumer service automation is a particular use of automation technology that aims to support customers by providing them with ways of communicating with a business – without the need to speak with a person. The general goal is to make information more accessible, but also to reduce the amount of impact on your teams from customer inquiries.

Some examples of the technology include chatbots, which you’re likely to have seen pop up, usually in the bottom right-hand corner of a web page on some sites or even in apps. These bots have a connection with a knowledge base and provide answers to questions from customers based on their messages.

There is also the slightly older, but rapidly developing, technology of IVR (Interactive Voice Response). When you call a company, you’re often sent through an automated lobby where you have to say words that relate to the nature of your call so that you can be funneled to the most appropriate operator or at least brief whichever person you are passed to about what your call is about.

3 Big Benefits of Customer Service Automation

Give Your Team Time

You hire people to make your business better – not  to get them to push buttons and carry out tasks that a bot can do. Unfortunately, that’s what many customer service people end up doing. Customer service automation is a great way to free up much of their time to focus on delivering true value to your business. With more time, they can focus on delivering the highest quality in every customer interaction, as well as solving more complex customer queries that bots aren’t capable of dealing with.

Prevent Errors

Automating customer service workflows and processes reduces the possibility of human error and speeds up the process of connecting consumers with the appropriate help. This is because customers can be guided via a workflow that includes FAQs, a self-service center, an interactive speech system, and finally onto a human support team member if necessary rather than being passed from one customer service team member to another. This reduces the likelihood of human errors when passing customers from one operator to another.

Boost Time To Value

By giving customers ways to get information on your products and services 24/7, you’re helping to unlock the potential of those offerings. It doesn’t matter whether a query is technical or billing-related, giving customers that information in the quickest way possible, reduces the time it takes them to get the full value of your products and services.

This has a positive impact on customer satisfaction, which cascades into brand loyalty, and in turn CLV (customer lifetime value). That means putting support bots in place to deal with basic queries in a timely manner can generate more revenue for your business in the long run.

Keen to discover how bots can boost customer satisfaction. Contact PAteam today!

We’ve covered RPA in contact centers before, but today we’re looking into all things Attended Automation. That means, in the next few hundred words, you’ll find out what attendant automation is and how it can help your contact center.

Contact centers are often hectic places. With phones constantly ringing, and customers at the end of every line wanting help and answers – there’s a lot of pressure to deliver. People do a great job of connecting with people, but the systems that have historically been built to support them can’t keep pace with customer expectations in 2022. That’s where Attended Automation comes in.

What is Attended Automation?

Robotic Process Automation (RPA) automates human actions, such as dragging and dropping files, clicking the mouse, or hitting keys on a keyboard in a quick, precise, and repeatable way. In contrast, Attended Automation provides employees with a “robot companion” (in the form of a piece of software) to support their work. The key difference between attended, and unattended automation is that the attended bot only works under the supervision of a human.

You can program certain activities that an attended bot will automatically perform when necessary using trigger events. A human employee picking up the phone or pressing a button on their screen could be this trigger, which then leads to an automated action from the bot.

What Can Attended Automation Do For Contact Centers?

An automated attendant’s duties could include gathering customer data from one platform and updating it automatically on another, or providing insight from previous calls with a customer to speed up a conversation. By combining Attended Automation with other technologies, such as Machine Learning and Speech Pattern Recognition, it’s possible for a bot to gauge someone’s mood from short responses before passing the call to a human operator.

These types of Attended Automations give a human employee more time and information to be able to concentrate on providing a personal service to customers in an environment where speed of interaction and resolution is often key. You can’t replace human connection, but you can augment it. By giving human operators more time and information, they can make better decisions at a higher pace.

These sorts of options can drastically cut down on ramp time, average handling time, boost data entry accuracy, and raise CSAT (Customer Satisfaction) ratings. In the contact center, Attended Automation has the potential to result in happier employees, happier clients, and ultimately, a healthier bottom line – really, should be the automatic choice.

Want to make your contact center the best it can be? You need Attended Automation, so speak to PAteam today.

Technology comes with the promise of making things faster, easier, and cheaper – but how about more sustainable? As it happens, automation, as part of wider digitization, can have a fantastic impact on the world we live in, and be part of repairing some of the damage we’ve already done.

As the world continues to feel the full force of human-imposed climate change, sustainability efforts around the world are growing. The owner of Patagonia recently gave up his business as a means to reinvest company profits fully into fighting climate change. This signals a way for investors to back things for more than the sake of profit. But what part can automation play in building a brighter future?

Opportunities To Improve

The range of intelligent automation has expanded thanks to the combined capability of enabling technologies including IoT, ML, blockchain, digital twins, and AI. These additional capabilities have served to catalyse automation – making it more powerful than ever before.

One of the biggest causes of climate change is our reliance on fossil fuels. Electricity companies, for example, are now working to optimize their operations, by making everything they do as efficient as possible. Using intelligent automation along with AI and digital twins, businesses can now have live data models running which automatically map out grids and adjust how they distribute their power in real-time.

These types of efforts serve to create more efficient operations, with lower fuel usage, lower costs, and less environmental impact. That buys companies and consumers time to develop and adopt more environmentally friendly energy options.

Eliminate Wastage

When thinking about wastage, it’s very important to consider the knock-on effects of any action. Time saved on any task can reduce energy usage and increase the time a person can spend on more important tasks. Common wastage savings, besides time, that can be found from process automation includes reducing unnecessary printing as well as digitizing invoicing and purchasing.

Process mining is a brilliant place to start when it comes to finding out where time and other resources are wasted. It’s an integral part of building better automation and can lay the foundation for far more efficient business processes in many different environments.

The Business Benefits

First and foremost, there are huge cost savings available to businesses which take automation seriously. That is simply the main headline for any business out there.

Beyond the money saved, are the added benefits of things like employee engagement – when you free them from the dull, repetitive tasks they’ve been chained to for so long. And, customer satisfaction, when you have an automated help centre that can give support around the clock.

Finally, and perhaps most importantly, is that the environmental benefits of reducing energy usage will help to protect the place all businesses and people exist in – our planet.

Want to do good and boost your business? Automation is the way. Talk to PAteam today.

Some of the best ways to improve customer experience are actually very simple. Offering your clients an authentic experience, as well as transparency and honesty in how you operate, can go a long way in winning them over. But if it’s so simple, why doesn’t everyone do it?

Without getting preachy, we’re very big on transparency and honesty in the ways that we operate, not only in our business but in the technology that we’re really passionate about – including RPA. Let’s show you how you can make your customer experience top-notch.

What Are Authenticity And Transparency In Customer Experience?

Being honest and transparent when discussing your ideas and beliefs with customers is considered a positive strategy for managing the customer experience.

In reality, although this approach can be planned and accounted for, really, it’s just a genuine way of interacting – where your customer understands what you mean, what you want to deliver, and how you want to work: nothing more than that. This style of communication, if backed up by your actions, very quickly builds trust and understanding.

How Can RPA Help With Customer Experience?

Just quickly, here is the difference between the two key types of automation – attended and unattended. Attended bots require activation by people, whereas unattended bots run on a predetermined schedule without human input. It’s a simple distinction, but nonetheless, an important one.

Automation transparency is an important design philosophy that states that the roles, capabilities, objectives, activities, and impacts of automation should be directly viewable through an interface that humans can understand. If you can nail this, every single one of your customers will have a better time working with your bots.

If you develop automation in your business – either for internal processes or customer-facing systems – everyone who encounters those bots needs to understand why they’re there. People are naturally distrustful of robots because they often work in ways that people can’t intuitively understand.

It’s difficult for employees to leave a task they have potentially done for years and let a robot take over without any direct oversight. The same goes for a customer who is talking to a chatbot on a website – they don’t believe that the bot can offer them what a human can.

But that’s just it – bots can’t offer the things that people can; they aren’t built for it. That’s why being transparent about why RPA is in place is so important.

Let your customers know that their first encounter with a bot is just to improve the speed their account handler can access information. Or, if you’re convincing your staff about a new bot, tell them it’s there to help cut down on time spent on boring tasks and that that will save the business money.

Be honest about the fact a robot isn’t going to replace a person, and nor should it.

Where Does PAteam Fit Into All This?

At PAteam, transparency starts with setting expectations. That’s the expectations of us as a product and service provider, but also of the products and services themselves.

We set up systems of communication with all our clients so that they always know how to get in contact with us on anything they want to talk about – just check out some of the companies we’ve helped.

Ultimately we’re all human, so if you make mistakes be open about it – we certainly will be.

How Is Disclosing Product Information Managed?

Again, start with an honest and transparent approach. There may be specific rules governing how you can talk about your product or service, but providing these boxes are ticked, just approach every conversation you have with customers, new and old, in a way that promotes honest discussion and feedback – it really is that simple.

Want to improve your customer experience? PAteam can help. Contact us today.

Businesses can have a hard time tracking down bottlenecks and issues within embedded processes. They might sense that something is causing problems, but without any way to track it down, how do they make fixes? Simple – Process Mining.

Using process mining, companies can dive deep into their processes and effectively audit them, discovering the root cause of bottlenecks or output issues. As digital acceleration continues in every industry, the need to evaluate digital processes only grows. Process mining provides businesses with many upsides with increasing pressure to reduce cost.

Why is process mining important?

Process mining is used to examine business process performance, identify improvement areas, and evaluate process enhancements. Process mining provides a data-driven visualization of process performance. This delivery method is particularly popular with non-technical business leaders because they can easily spot challenges and opportunities.

These things also make it an effective companion for tools like robotic process automation (RPA), as it can first find the optimal spots to put “bots” and then assess the RPA’s benefit. Process mining is a great catalyst for other technologies, and this is why it’s so appealing for businesses focused on digitization.

Types Of Process Mining

Although people use different names to describe the different types of process mining, there are essentially three core methods.

Discovery: Process discovery is the most common form of process mining and uses event log information to autonomously build a process model. This is usually the starting point for businesses because it requires no historical process model information.

Conformance: Conformance testing checks to see that the process model is actually followed by user behavior. This kind of process mining analyses event log data to match a process description to an existing process model and find any differences from the intended model.

Enhancement: This type of process mining takes an existing process model and enhances it using new data. For instance, quality checking results might help managers identify bottlenecks in a larger process model, allowing them to improve the process and, in turn, improve quality.

Industries Which Use Process Mining

Well, basically any.

That’s a very broad brush, but providing there is a digital component to the work that you do, then the chances are process mining can be helpful. One great example of it in action is within the manufacturing industry. In manufacturing, there is often a gulf between the digital processes that a business runs on and the physical manufacturing it does. Process mining is great in this sort of environment because it can quickly establish gaps or improvements in a wide range of processes.

Getting Started With Process Mining

Speak to an expert. No, seriously – it’s not worth spending time and money only to find out you don’t know what you’re doing. Very few businesses have the skills in-house to make process mining work. That doesn’t mean your people can’t be upskilled, but you need an expert who can help evaluate your existing processes and where the most significant wins are to be made.

Want to get started with Process Mining? PAteam are experts, just ask for our help, and we’re there.

Technological advances continue to transform the business environment. Businesses want better bottom lines, and employees want rewarding jobs that they enjoy. Automation can help both groups, but how do companies build the trust required with technology to make that happen?

Building a beneficial relationship between humans and digital tools like #automation takes trust. The introduction of automation is going to have an impact on the working life of people in a business. Because of this, creating trust between people and machines is critical for the success of a company that wants to make its business better with digital tools. But how is it done? Let’s show you.

How Has Employee Trust Been Broken?

To be able to mend broken bridges and rebuild trust between people and machines, we first need to understand where and why trust has broken down so far.

The pandemic and the expansion of remote working have accelerated trust issues between people and digital tools. Building connections has been hampered by a lack of face-to-face interactions, and now employees have to communicate through chat channels and often poor video calls to build their relationships.

People are also frequently monitored by automated tools that track their keystrokes and mouse movement to ensure that they are actively working and being productive. This really damages employee and employer trust and does it through the medium of an automated tool which hampers the acceptance of other digital initiatives.

With business leaders worried about productivity with distributed teams, they’ve increasingly looked to automated processes so that tasks aren’t missed. This has often been done with consultation with employees and nothing more than quick team updates to advise them of changes that have already been made.

People really struggled with finding out that some of their jobs have been taken away without any notice because they either worry they aren’t trusted to do it, or worse that their job is being slowly taken away till they’re left with no tasks and are made redundant.

How Can Trust Be Rebuilt?

There are two simple steps to rebuilding trust between your people, your digital platforms, and your business leadership.

Transparency

Being honest about the reasons that you are doing things. That doesn’t mean just the cold, hard numbers you’re trying to improve. Have the human side of why automation is so good as part of any discussions. Be honest about how it can make work more fulfilling for staff.

Open dialogue

Employers and employees need to share an open dialogue as significant technical changes occur that impact their daily working lives. When employees understand why a tool is being adopted and how it will help their job, they are more likely to get on board. Plus, no one likes to find out about something after it’s already happened. Keep your people in the loop.

Above Anything Else

People are the lifeblood of every business. Whether it’s staff, customers, or suppliers – they’re all people. Trust between all these people is critical to the success of a business, and so it makes sense that everything that supports them, digital tools like automation included, need to form part of that trust circle.

Need help building trust in your automation? PAteam can help; speak to us today.

Digitization is without question the most significant leap in communication and connection in the history of mankind. Digital automation is now a part of your everyday life whether you realize it or not. But what does digital citizenship have to do with all this?

You’re a digital citizen. The proof of that is that you’re ready for this blog. But how engaged are you with the digital world around you? With a wide variety of digital skills across the global population from tech experts to people who have never touched a computer, the way we build systems increasingly favors those who can connect.

What Is Digital Citizenship?

Digital citizenship is the responsible use of digital technologies by anyone who aims to engage with society on any digital level. As our reliance on digital technology grows, more and more of our everyday tasks are handled online – just look at shopping, banking, and entertainment.

The world has increasingly come to revolve around datafication, and now that governments and businesses have the computing power to collect, collate, and analyze data at such a scale the value of being a digital citizen continues to increase.

Why Is Digital Citizenship So Important?

Technology is everywhere, permeating everything we do and, in some cases, influencing how we go about our daily lives. Technology will always play a major role in securing these connections, whether it is for online banking, scheduling a visit with your doctor, or just saying hello to a loved one on the other side of the planet.

Digital platforms, most importantly the internet itself, offer anyone who can gain access to it, the ability to study and learn almost any topic and skill you can think of. The internet and digital citizenship are a means of building equality throughout the world and the more access someone can have to information the more they can empower themselves. This empowerment doesn’t have to stop with an individual, as access to information can help to inspire others, and foster a community of learning and progression.

Digital citizenship gives access to people with different backgrounds and beliefs and exposure to this offers a chance to collaborate more and more across borders and to steadily lessen discrimination. This is only possible with responsible use of digital technologies but never before have we all had so much opportunity to connect with others.

What Makes A Digital Citizen?

The best way to define a digital citizen is to define what makes a good digital citizen. It comes down to a few fundamental things.

• Being confident and capable of using digital technology software and hardware
• Using digital technologies to participate in learning
• Developing and using critical thinking skills in the digital world
• Using technology to relate to others in meaningful ways that grow the human connection
• Respecting the privacy and freedom of speech of other digital citizens in a digital world
• Promoting the values of digital citizenship to other citizens

Why Do Digital Citizens Matter To Businesses?

Everyone you work with is a digital citizen so improving their access to, understanding of, and interest in the digital technologies you use, like automation, is going to go a long way in making them better digital citizens, better employees, and more fulfilled people.

Thinking about the skills of your digital citizens? PAteam can help you and your teams with automation.