Name: Paul Joseph
Title: Chief Digital Officer
Organisation: RSM Australia
Commenced role: March 2023
Reporting line: National IT Management Team
Member of the executive team: No
Technology Function: 47 staff, four direct reports
 
 
RSM Australia is a member of RSM, one of the world’s largest networks of assurance, tax, and consulting firms. In Australia, the organisation has more than 1,800 staff across 32 offices.
 
Under the leadership of chief digital officer Paul Joseph, RSM Australia is leveraging AI and automation to improve its internal operations and core accounting services. One of the team’s  most significant accomplishments has been integrating large language models and generative AI tools with a suite of robotic process automation (RPA) bots.
 
In 2023, the strategic integration of AI and RPA tools resulted in outstanding cost savings of $6.2 million and reclaimed 32,000 hours for strategic initiatives.
 
The entire firm has been involved in this journey from the outset, contributing ideas for new automation or process improvements. A committee then evaluated these ideas using a transparent set of criteria to prioritise the most impactful improvements. Employees have also been encouraged to create their own bots.
 
Joseph oversaw the development of training materials available to all staff and organised an in-person ‘Citizen Developer Bootcamp’ for more hands-on training. By empowering staff to generate ideas and implement automation, Joseph has effectively enhanced the efficiency of RSM’s workforce. This has significantly transformed the entire operational framework in a way that will continue to grow and improve.
 
One notable innovation resulting from this tech integration is RSM’s unique ATO fraud detection service. This service employs RPA bots to monitor changes in client details registered with the Australian Taxation Office (ATO). It takes a proactive approach to fraud detection by scanning client accounts twice a week using RSM’s access as a Digital Service Provider. The bot specifically looks for instances where clients have been unlinked from RSM Australia’s ATO Registered Agent Number (RAN). It then automatically sends an alert to both the accountant registered to the account and the client to notify them of potential fraud. This allows RSM’s team to promptly investigate fraudulent activity, potentially preventing financial losses.
 
Previously, such investigations took 12 to 18 months to complete, but now they can be done in just a few weeks.  Within the first week of operation, RSM’s bot identified three instances of potential fraud, one of which could have led to a $76,000 fraudulent refund.
 
 
Beyond fraud detection, RSM has deployed bots firm-wide for client correspondence, ATO mail handling, compliance processing, automated conflict checks, and bank reconciliations. By integrating AI with robotics, RSM has also automated the extraction and analysis of ASX documents, enriching audit engagements with AI-driven insights.
 
Recognising the potential of emerging technologies, Joseph and his team set out to integrate RPA with generative AI to deliver a richer experience to clients while supporting staff with the best technical ecosystem. This proactive initiative facilitated digital transformation, enabling RSM to stay ahead of industry trends and upskill its workforce.
 
This approach has driven efficiencies, standardised processes, and reduced risks. RSM faced significant challenges with time-consuming, repetitive tasks, which hindered employees from engaging in more meaningful work. By automating these tasks, RSM sought to allocate more valuable time to employees, resulting in improved outcomes for clients and a better overall employee experience. Employees have reported increased job satisfaction thanks to having more time to focus on strategic initiatives and client relationships.
 
As RSM forges ahead, developing additional bots projected to save an extra $3.6 million, RSM Australia is cementing its position as a leader in technological innovation.
 
Strategic leadership approach
 
Joseph has been a transformative figure at RSM Australia, leading a digital transformation that has fundamentally changed the way the firm works. He has consistently demonstrated an exceptional ability to influence and inspire not only his immediate team but also C-level executives, board members, and leaders across varied service lines. His strategic leadership approach is deeply aligned with RSM’s core values and objectives, promoting a culture of innovation, collaboration, and excellence.
 
“I have had the pleasure of working alongside Joseph for many years, and his impact on our organisation is profound. He has been instrumental in implementing cross-functional projects that have enhanced our operational efficiency, market presence, and client satisfaction. Joseph’s foresight in adopting emerging technologies has positioned us as a leader in our industry,” said Jamie O’Rourke, Chief Executive Partner, RSM Australia.
 
Under Joseph’s guidance, RSM Australia has seen a significant shift towards embracing technology, particularly through the adoption of AI and automation. His comprehensive stakeholder engagement, including every business line and the executive board, has ensured widespread buy-in for the automation journey.
 
“Joseph knew from past experience that we needed to get everyone involved from the start if we wanted to get real value from these automation tools. Managing change is about managing people, and Joseph has done a stand-out job,” said Sam Mannix, Digital Strategy and Innovation Manager.
 
Joseph collaborated with RSM’s executive board to coordinate a series of influential Town Halls involving the entire firm, gathering innovative ideas for enhancing business processes. Under Joseph’s guidance, RSM’s IT division underwent a strategic restructuring, resulting in the formation of a Digital Operating Committee tasked with evaluating and endorsing high-value ideas. He also established a dedicated Enterprise Project Management team to ensure smooth project delivery.
 
The successful implementation of the Citizen Developer Bootcamp at RSM Australia is one of the notable examples of Joseph’s influence. This program gathered 26 citizen developers from different divisions and geographies within RSM for a two-day bootcamp in Melbourne. Prior to the bootcamp, participants underwent several pre-boot camp learning sessions. With the assistance of RPA software company UiPath, the bootcamp equipped RSM staff to innovate and contribute to the company’s digital transformation goals. As a result, participants gained confidence in using these tools for future RPA initiatives and were able to work collaboratively to develop their own bots.
 
John Krieger, an Audit Assistant from Assurance & Advisory in Sydney, acknowledged the potential for bots to be used across multiple areas of RSM Australia. “The ideas that everyone came up with were interesting, and I feel like a few of these can be used in other service lines.”
 
Additionally, the Citizen Developer Bootcamp challenged the misconception that RPA can only be used in specific situations or is relevant to a limited number of roles. Dan Corbett, a Talent Consultant from People and Culture in Melbourne, now believes RPA is achievable for many people if they desire to pursue it. “I have a non-technical role, and this type of work is not a strong suit for me, so recognising that I have the ability to do so is really empowering,” Corbett said.
 
Joseph’s impact goes beyond internal operations. His initiatives aim to exceed client expectations for efficient service delivery through the right tech platforms. His leadership is an example of the CIO’s role as a change agent within IT departments and across entire organisations, shaping the way technology drives business strategy and operations.