Many organizations begin their automation journey in a fragmented way. A department leader discovers a high value opportunity to automate a tedious task; A tech-savvy employee runs with it; A small-scale implementation takes place, and it works well—at least locally. Then another department discovers a different tool and starts their own project. Before long, multiple teams are using multiple platforms, with different standards, to build automations that serve only their corner of the business.
At first, this is great progress, but without a centralized approach, that progress can quickly deteriorate.
Why Fragmented Automation Can Backfire
One of the main risks with decentralized automation is that it can easily outpace oversight. Business units tend to focus on solving their immediate challenges—not thinking about what happens when bots run without governance. Tools that can extract data, send emails, or move files across systems can also accidentally expose sensitive information, overload shared environments, or bypass change control processes. What starts as a helpful shortcut can turn into a compliance headache or worse, a security incident.
Then there’s the cost. Without coordination, different teams might purchase similar tools, pay for redundant licenses, or hire people with non-overlapping skills. That inefficiency adds up fast—not just in money, but in time, support, and missed opportunities to scale success across the enterprise.
And even when automation is safe and cost-effective, lack of coordination can cause other problems. Changes to business processes may affect upstream suppliers or downstream customers. New workflows might require staff retraining or system updates. Without a cross-functional view, automation can unintentionally disrupt the very processes it’s meant to improve.
The Resolution: Center of Excellence
A center of excellence is exactly as it sounds; A centralized organization to ensure excellence in a specific area.
An automation COE is a dedicated team responsible for managing automation in a structured, secure, and scalable way. Rather than fragmented efforts across departments, the COE brings people, processes, and technology together to drive maximum value from automation initiatives. Whether your organization is already running several automations or just starting to explore the possibilities, establishing a COE is one of the smartest investments you can make.
Here’s what a well-functioning COE looks like:
- Marketing and Education
The COE helps create awareness across the business—educating teams on what automation can do, what it can’t do, and how to engage with the program. This isn’t just about internal branding; it’s about building trust and helping teams see automation as a service, not a threat.
- Intake and Access
One of the most important functions of a COE is making automation approachable. Typically, this starts with an intake form or portal where employees can suggest processes for automation. From there, the COE manages the conversation and guides the requester through the rest of the journey.
- Evaluation and Prioritization
Not every automation idea is worth pursuing. The COE assesses proposed use cases to determine feasibility, complexity, and impact. Return on investment matters—but so does risk, technical readiness, and alignment with enterprise goals. Once evaluated, ideas are prioritized based on available resources and business needs.
- Platform and Tooling Strategy
The COE selects and manages the tools that will support automation across the company. This helps avoid redundant purchases, ensures compatibility, and streamlines support and training efforts.
- Development and Testing
The COE builds automations using best practices and clear standards. This includes designing workflows, writing scripts or bots, and thoroughly testing each automation to ensure it performs as expected—reliably, accurately, and securely.
- Training and Change Management
Once an automation is deployed, it doesn’t stop there. The COE trains users, adjusts business processes as needed, and supports a smooth rollout. Helping people adapt is just as important as building the automation itself.
- Compliance and Governance
The COE works closely with IT, security, and compliance teams to ensure automations meet enterprise standards. This includes credential management, logging, audit readiness, and change control—all essential for keeping automation safe and trustworthy.
- Sustainment and Support
Automations maintenance and fine tuning is to ensure value. The COE monitors performance, tracks metrics, and troubleshoots issues. When business needs change, the COE adapts the automation to match. Long-term value comes from long-term stewardship.
- Reporting and Insights
Most importantly the COE tracks the impact of automation across the organization. This includes usage metrics, time saved, error reductions, and value delivered. These reports help build the business case for continued investment and give leadership a clear view of return on investment (ROI).
An automation center of excellence isn’t just about governance and control—it’s really about unlocking the full potential of automation across the organization. With the right structure, clear processes, and a strong focus on collaboration, companies can avoid costly missteps, build smarter systems, and give their people more time to focus on what matters.
If your organization is exploring automation, now is the right time to think about building a foundation. Any business, large or small, can deploy a COE, ensuring a competitive edge in the market place. Partner with Intellevate to maximize the value of your automation program.