Media release
September 16, 2009
SupportPoint assists Aurecon in guiding staff through new business processes
Australian-based Panviva’s Business Process Guidance solution SupportPoint is being used
within divisions of Aurecon, to support its ongoing learning and development programme, as the
company implements a number of new enterprise systems and processes.
Aurecon, a leading global provider of multidisciplinary professional technical services, is a new
company resulting from the merger between Australian-based Connell Wagner and two Africa-
based firms Africon and Ninham Shand. Connell Wagner had selected SupportPoint as the
solution to guide its Asian Pacific employees through the implementation of new business
processes prior to the merger.
Aurecon (Asia Pacific) recognised that to embed a new global, client-focused, standardised
business model it needed a way to quickly and efficiently ensure employees could easily adapt
to new processes and enterprise applications being rolled out.
The traditional approach to addressing the change management aspect of implementing new
systems and processes is to schedule a lot of classroom training or e-learning. This approach is
not only very expensive, especially when it takes high value consultants away from billable
work, but low retention rates following training also make the effort ineffective.
SupportPoint addresses this issue by providing access to up to date information on policies and
procedures in an easy to apply format. Employees are guided through the task at hand much
like a GPS directs the driver of a car, reducing the reliance on expensive and time-consuming
up-front training.
Aurecon General Manager for Business Services in Asia Pacific Paul Thorstenson said the
traditional approach of face-to-face training could not solely support the introduction of a number
of new enterprise systems and processes: “While training is still a component, there are so
many process changes to deal with that it would be impossible to cover them all in a training
course, and the rate of change of the information would render much of the training obsolete in
a short space of time.”
Mr Thorstenson said SupportPoint enabled Aurecon to move through the various phases of
change more effectively, boosting productivity and most importantly improving service provision
to clients.
“SupportPoint guides our employees step-by-step through processes in real time and makes our
staff more self reliant and confident of how to do their jobs.
“With it we can achieve standardisation in our business processes and enabling tools, which
increases productivity and reduces risk and costs associated with wasted time, support services
and administration.
“Changes can be quickly communicated to all employees, regardless of role and location,
allowing us to efficiently service a geographically diverse base of clients.”
Panviva CEO David Frenkel said that, particularly during uncertain economic times when
businesses were morphing to remain competitive, ‘change fatigue’ was a real threat to efficiency
and morale.
“Significant business change typically requires employees to adopt a slew of new policies,
procedures and systems. Mergers are stressful enough for employees without adding the
burden of lengthy classroom training that takes time from productive work and assumes they will
remember the myriad of details when they get back to their desks,” said Mr. Frenkel.
“Using SupportPoint helps to ensure an easier and less stressful transition process and one that
does not incur the same opportunity costs of taking high value consultants away from the client
and into the classroom.”
Panviva
Panviva is the developer of SupportPoint, the world’s leading Business Process Guidance
(BPG) system. Over 200,000 users across 37 countries in 18 languages rely on SupportPoint to
guide them through complex processes and policies in real-time. Primary offices are in
Wakefield, MA, and Melbourne, Australia. Since 1996, Panviva has been helping its customers,
including HP, Caterpillar, Medibank, Thomson Reuters, BT, BUPA, National Australia Bank and
Foster’s reduce operating costs while improving performance and compliance. For further
Aurecon
Aurecon is a leading, vibrant, global group created by the recent coming together of three world-
class companies, namely Africon, Connell Wagner and Ninham Shand. This new global group
has a combined 210-year history; a staff complement of some 6,700; and an office network
extending across 28 countries worldwide. Aurecon provides a broad range of multidisciplinary
professional technical services, enhanced expertise and service delivery capability across
diverse market sectors to clients across Europe, the Middle East and Africa (AME) and the Asia
-Ends-
For further information please contact:
Sarah O’Brien
P: (03) 9827 2760
M: 0408 401 502
E: sarah.obrien@squareonepr.com.au
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