RP Sanjiv Goenka Group

Seven steps to citizen development​

Building an automation culture in your organization

What stops rapid automation across organizations


of RPA projects fail. They are often slow, centralized and target-led. 1


of office workers believe their employers should be more willing to invest in digital and technology skills training.​ 2

Try citizen development

by training people to exponentially increase the reach & value of automation.

Our citizen development process​

To find out what your employees are really capable of, follow our seven steps to successful citizen development

Step 1
Institutionalize standards to ensure quality, security and control

Step 2
Identifying the right business use cases that can be automated with potential return on investment

Step 3
Onboard citizen developers with training to develop an automation mindset through mentoring

Step 4
Choose your citizen development no-code/low-code platform meeting the needs of both your end-users and your business

Step 5
Enable agile cross-functional teams for rapid prototyping and incremental delivery

Step 6
Evaluate citizen-led automations for business impact and deployment across the organization

Step 7
Reward ‘Power users’ and watch them turn into program evangelists

True digital transformation happens when

Bots are useful not mothballed

People are given the power to make their own jobs more interesting

Employees focus on higher-value tasks – and on their customers

IT can focus on major enterprise projects and automation is scaled faster

Employees feel invested in and cared for and their morale gets a huge boost

The best bots can be shared across teams

Firstsource Automation League

We tested citizen development across two of our largest business units. Within 4 months, citizen developers developed more than 100 bots .

We achieved


hike in efficiency


employee-days saved a year


accuracy in processes


automation ideas


bots deployed in production


Firstsourcers are utilizing bots

Citizen Development Program

If you want to turbo-charge your digital transformation, scale automation, and discover what your people are truly capable of, talk to Firstsource.

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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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