Starting in 2019, DOR partnered with KPMG to develop a Proof of Concept to provide an example of RPA technology and the benefits it could provide to a large, complex organization like ours. Later that same year, an Opportunity Assessment was conducted to look at the various business use cases where a lot of human capital is required to perform relatively easy, mundane tasks that sometimes prevent us from getting to those value-added processes that are critical to the success of our business. In early 2020 we started Operationalization, which established a governance structure (or path to production) that prioritizes automation project requests and coordinates with IT resources to develop, test, and deploy bots to production. After a long pause to the project due to the pandemic, we restarted in late 2020. And after another year of hard work RITA (Revenue’s Innovative Task Automation) was born! The first automation put into production in August of 2021 was to help with the Administrative Penalty Abatement process.