Case Study

Hauling ore in the open-pit at PanAust’s Ban Houayxai Gold-Silver Operation in Laos. Photo courtesy of PanAustLimited

Hauling ore in the open-pit at PanAust’s Ban Houayxai Gold-Silver Operation in Laos.

Photo courtesy of PanAustLimited

Delivering Great Internal User Experience

With over 3,400 staff across five countriesteam productivity and connectivity are key to PanAust successThe PanAust IT team partnered with Ikara to define business processes that impact on internal users and identify the associated technology and services providers responsible.  

Real-time data from Ikara’s Echelon platform and consultancy with our experienced team enabled the PanAust IT team to realign its technology based on data and proactively report breaches of service against key performance indicators. This initiative has protected the business from lost productivity and decreased service costs.



PanAust is a copper and gold producer in Laos, with pre-development and exploration opportunities in Laos, Papua New Guinea, Myanmar and Chile.

Headquartered in Brisbane, Australia, the PanAust IT team supports over 3,400 staff based in five countries.



  •   New systems and applications were being integrated after a series of acquisitions
  •   Users experienced noticeable performance differences
  •   Technology performance impacted on staff productivity


We created accountability for all technology partners by setting KPIs and thresholds across interconnected systems, applications and service providers.


We built business trust in IT services by implementing triggers.  When user experience dropped below a baseline, proactive action led to a quick resolution.


We improved internal user experience by identifying then prioritising the improvement of IT assets and systems that directly impacted their experience. 


Ikara worked with PanAust to define business processes and the associated services impacting on end-user performancePanAust’s core applications include SAP, SuccessFactors, Blackline, ServiceNow, Veritas Netbackup, video conferencing, Skype and Sharepoint. 

Ikara’s Echelon platform was then installed to give the senior management a clear understanding of the current service baseline and to establish key business performance indicators that enable PanAust to ensure its workforce can do their work efficiently.   

Having identified the current and target performance of technology, Ikara and PanAust has worked on collaborative data-driven improvement programs with each vendor.