Every company has administrative tasks to deal with. Rebecca Atoline, a Business Analyst specialising in Robotic Process Automation (RPA) at ISS, ensures that such tasks are handled by digital assistants, leaving staff with more time for more meaningful work.
Stephan Fischer
Communication Manager
When Rebecca Atoline is in the cafeteria, she isn’t necessarily taking a break. She uses the opportunity to strike up conversations with employees, share information about automation, and build trust. Since April 2022, she has been responsible for robot-assisted process automation at ISS. Her mission: to make processes more efficient, reduce errors, and lighten the workload for employees. “Not everyone immediately sees automation as an opportunity,” says the experienced specialist. Through her open communication, she demonstrates that the technology is designed to serve people. “Our bots handle monotonous tasks around the clock. This improves response times, lowers the error rate, and frees up time for more challenging tasks - for the benefit of both customers and employees.”
More Time for Customers Instead of Planning
Rebecca Atoline systematically identifies workflows suitable for automation - with support from the IT team. “Ideal processes are those with high volume, clear rules, and few exceptions,” she emphasizes. One example is the monthly scheduling of ISS employees at Geneva Airport. What used to take an employee two weeks to complete is now handled by a bot in about two hours. “For the employee, the planning was time-consuming and tedious. Now she has the resources to focus on more inspiring tasks, such as advising customers,” says Rebecca Atoline.
Automation is also providing noticeable relief in the HR department. Based on time tracking data, a bot fills out around 1,000 interim earnings forms each month. These must be submitted to the regional employment centers within two days of payroll disbursement. “The bot takes about 18 hours to do this and saves HR a lot of time and stress,” explains Rebecca Atoline. Software robots also prove invaluable when handling sensitive data such as medical certificates. Automated processing ensures confidentiality - with a zero error rate, thanks to strict guidelines and a custom-developed in-house solution.
The bot isn’t always the right solution
In her day-to-day work, Rebecca Atoline is constantly on the lookout for further opportunities for automation. The ideas for this come from conversations with process owners, meetings, or workshops. “I ask a lot of questions until I truly understand the problem,” she explains. If necessary, she goes back to the root cause to then work her way toward a solution step by step. “It’s a bit like baking: the pastry only turns out right when all the ingredients come together at the right time, in the right amounts, and are processed correctly.”
ISS relies on in-house developments for automation. Together with her colleagues, Rebecca Atoline uses an evaluation tool to determine whether a process offers enough potential for robot-driven automation. Depending on the situation, she also uses leaner methods - such as low-code solutions or Microsoft automation features. She oversees every bot project from concept to go-live - usually within about three months. Afterward, Rebecca Atoline monitors the ongoing operation of the approximately 40 digital assistants currently in use. “Every morning, the first thing I do is check the bots’ performance overnight. If there’s a problem, we sometimes have to react quickly,” she explains. Regularly gathering feedback is also an important task for continuously improving the automation solutions.
“Robotic Process Automation is an important strategic area for us. We increase efficiency and quality for our customers by reducing the workload on people and freeing them up to focus on core tasks.”
Rolf Fehr – Head of IT, with ISS since 2013
Discovering a Passion for Automation
Rebecca Atoline is fascinated by the potential hidden in everyday routines - and by how much automation helps reduce the workload on people. She is particularly pleased when internal and external clients recognize the added value of her work. “A client recently said after a bot went live, ‘I never would have thought that automation could be so simple and deliver so much,’” says Rebecca Atoline.
A law graduate, she discovered her passion for structured processes about 20 years ago: She developed her first digital forms for a Ugandan government agency to improve data flow, and later even a government information system. She taught herself most of the necessary IT skills. “My legal background taught me analytical thinking and structured work - both of which are central to IT.” In Switzerland, she supplemented her law degree with a degree in economics and went on to become an expert in digitalization and business processes. What once began as a professional fallback has evolved into a calling: systematic process optimization - pursued with great passion.
“‘The best solutions emerge through dialogue—based on a deep understanding of processes and user needs.’”
- Rebecca Atoline, Business Analyst for Robotic Process Automation, with ISS since 2022
Automation as a Key to Success
As a leading provider of facility management, ISS aims to operate not only buildings but also processes intelligently. The company views automation as a key lever for increasing efficiency, quality, and customer satisfaction. About 40 bots are currently in use - they handle tasks such as invoice processing, contract review, and master data maintenance. Rebecca Atoline is responsible for Robotic Process Automation. When needed, she is supported by about 45 internal and over 50 external IT specialists. In the last 12 months alone, 15 automation projects have been successfully implemented.
