Alberta Health Services

Alberta Health Services, one of Canada's largest healthcare providers operating 100 hospitals, 700 buildings, and 34,000 beds, faced significant operational inefficiencies due to high volumes of repetitive, manually intensive administrative tasks. Staff were burdened by time-consuming processes spanning multiple systems, including IT service desk requests, employee onboarding, HR letters, and shift scheduling. These tasks absorbed full-time employee capacity that could otherwise be directed toward patient care.

AHS implemented a comprehensive Intelligent Automation program using Robotic Process Automation (RPA), task mining, chatbots, and computer vision, integrated with Microsoft and Azure AI APIs. The program followed a structured intake and scoring process to prioritize automation opportunities by financial and operational impact. A multi-layered governance structure including executive sponsorship, a steering committee, and departmental automation champions was established to ensure cross-functional alignment and compliance.

The program automated 47 processes, resulting in 200 work-years of savings and significant cost reductions. $1.3 million was saved through automated PDF generation for clinical data alone. The automations now support 17,000 new hires and 47,000 staff transfers annually through streamlined onboarding, enabling faster IT provisioning and HR processing across the organization.

• Targeting processes staff find most frustrating (repetitive, high-volume, rules-based, multi-system) yields the fastest organizational buy-in and measurable ROI.
• A structured governance framework with departmental champions and executive sponsorship is critical to scaling automation across a complex, unionized healthcare organization.
• Prioritizing employee onboarding as an early win creates immediate visible value and builds momentum for broader automation adoption.