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In April, we shared a LawFlash Outsourcing and Managed Services Agreements During COVID-19: Our Perspective. With the continued and unprecedented impact of the coronavirus (COVID-19) pandemic on business operations, we thought it would be timely to provide a brief update on five top-of-mind issues that we are addressing with outsourcing and managed services clients.

Remote Working

  • Many outsourcing and managed services agreements include strict requirements on the location of personnel, including the location of certain personnel onsite at a customer site and/or the location of offshore personnel at secure delivery centers with no permitted remote working. These physical location restrictions often are coupled with requirements with respect to the type of technology that can be used when connecting to or accessing the customer’s systems or interacting with end users (such as hardened desktops only, no personal devices), security requirements and detailed connectivity and bandwidth requirements (particularly if there are end user facing activities such as call centers).

Robotic process automation (RPA) is here and companies at the forefront of the adoption of this technology are reaping a variety of benefits.

What Is RPA?

As discussed in a previous Tech & Sourcing @Morgan Lewis blog post, RPA offers a multitude of benefits, from speed and scalability of process execution to cost savings, to freeing up employees to focus on aspects of their jobs that are intrinsically “human” in nature.

London partners Mike Pierides and Simon Lightman and Dubai partner Rebecca L. Kelly recently authored the article “Contracting for RPA” in The Oath, wherein they share insights on the deployment of robotic process automation (RPA) for businesses in the Middle East.

Customers in outsourcing arrangements are coming to expect (or starting to demand) that their providers have the resources, technology, and know-how to leverage automation software—whether robotics desktop automation (RDA) or robotics process automation (RPA) software—to enhance the capabilities and efficiencies of IT and business processes. While the software promises big benefits, such as higher levels of accuracy, scalability, and cost-savings, as with the implementation of any new technology, there are new challenges to consider.

In this post we take a look at the top five issues to consider when contemplating the use of automation software in your outsourcing transaction.

Morgan Lewis is proud to host TechFest Club, an event series for women in the technology industry. Speakers at this upcoming event include Sneha Keshav, a UI and brand designer at IrisVR where she is responsible for establishing scalable design systems, as well as Ana Garcia Puyol, the director of user experience at IrisVR, where she plans, designs, and prototypes user experience features for the virtual reality software ecosystem.

Sneha and Ana will share how they have learned to navigate the world of emerging virtual technology while designing human-friendly products. They will also discuss the unanticipated challenges they faced during the process of research, formation, and branding of an emerging technology for a new industry.

If you are a woman in tech, consider attending! The event will be at Morgan Lewis’s New York office (101 Park Ave., 39th Floor) from 8:30–10:00 am ET.

Registration and additional information for the event can be found here.

A recent study found that the keys to successful implementation of robotic process automation (RPA) include carefully selecting the right automation opportunities, being realistic about costs, and building a good support team. The study, published by The Hackett Group, looks at the current status of RPA adoption, common pitfalls in its adoption, and advice on how to address the challenges that come along with using RPA.

As discussed in a recent blog post, many businesses are looking to increase the adoption of RPA in the near term. Indeed, the study found that nearly 60% of finance organizations, nearly half of all global business services organizations, and a third of HR and procurement organizations already have RPA pilot programs in place. However, it can be difficult to optimize the use of RPA.

KPMG reported in a recent survey that the top trend for 2018 is the adoption of intelligent automation (IA) as a business strategy. The survey, which KPMG publishes on a quarterly basis, reviews global business services, IA, and related service delivery market trends.

KPMG found that 62% of respondents believe that IA and digital labor are the trends that will have the largest positive impact on the respondents’ organizations in 2018. One of the business concerns driving the adoption of IA is the challenge that organizations have in finding, training, and keeping talent, which was the largest negative trend that respondents predict when looking ahead to 2019.

Join us on February 21 for a dynamic and gripping discussion on intelligent automation (IA) and its impact on businesses and the workforce. Barbara Melby, a partner in our technology, outsourcing, and commercial transactions group, and Victoria Phelan, a managing director of shared services and outsourcing at KPMG, will address such IA topics as

  • how IA is changing traditional business models,
  • the impact on labor and talent in the workforce, and
  • the impact on the services and outsourcing contract.

Just register, and we’ll do the rest!

Join us for a discussion on the five leading trends that will impact outsourcing deals in 2018. Morgan Lewis partners Barbara Melby and Ed Hansen and senior attorney Ada Finkel will address robotics and automation, data privacy and security, big data, customer experience, and business transformation. Specific issues will include

  • how to derive benefits from automation technologies,
  • crafting provisions to prevent and allocate responsibility for a data breach,
  • structuring data rights for business strategies of today and the future,
  • new strategies for refocusing on internal and external customers, and
  • leveraging the contract process to drive new technologies and business process redesign.

Register for the event and begin 2018 in style!

RPA & Cognitive Congress Dallas (RPA Congress) is bringing together service delivery and automation professionals on January 17−18 for a frank and pragmatic discussion about robotic process automation (RPA), the benefits and opportunities of this technology, and the real-world challenges of implementation. This discussion will address the organizational transformation necessary to fully maximize returns, including quantifying, unlocking, scaling, and supercharging RPA.

Ed Hansen, a partner in our technology, outsourcing, and commercial transactions group, will be running the three-part “The Power of Collaboration” series at the RPA Congress. This trio of audience-driven, live-content creation sessions integrated into the main two-day agenda is designed to ensure attendees leave with their RPA, artificial intelligence, and robotics questions answered. The Power of Collaboration series will include submissions of questions and issues, collective prioritization and discussion, team solution development, and panel Q&A. Ed will foster a competitive atmosphere and focus on the toughest questions first.