Disrupting the future: the impact of robotic process automation on consulting firms in Johannesburg

Abstract

Robotic Process Automation (RPA) is transforming knowledge-intensive professional services; nevertheless, data from consulting ecosystems in emerging markets is still scarce. This study investigates the organisational and human-centric consequences of RPA implementation in consulting businesses in Johannesburg, South Africa, concentrating on company performance, job security, employee performance, and customer engagement. We performed reliability testing, rotational factor analysis, Pearson correlations, and multiple linear regression in SAS using a cross-sectional survey of 256 consulting staff. The results indicate a favourable correlation between RPA and employee performance as well as customer interaction, however no statistically significant link was found for business performance or job security. The paper provides context-specific empirical evidence about RPA within the South African consulting ecosystem, indicating that early value realisation may manifest through enhancements in worker efficiency and client interactions rather than immediate increases in firm-level performance. The findings underscore the necessity for change management, reskilling, and appropriate automation governance to maintain human-technology complementarity.

Keywords: {'name': 'Consulting firms, Customer satisfaction, Digital transformation, Employee performance, Job security, Robotic Process Automation (RPA)'}

Authors & affiliations

Nomkhosi Radebe
University of the Witwatersrand

Regomoditswe Machaba
University of the Witwatersrand

Tebogo Thabane
University of the Witwatersrand

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