Global Power Platform support for an Australian-based mining company

Project Summary

In 2023, an Australian-based mining company engaged Avec as their global partner for Microsoft Power Platform project delivery, support, and training. The engagement covers the transition of existing automations from multiple third-party providers, the management of a Power Platform Centre of Excellence (CoE), and the delivery of end-to-end platform support.

Avec’s remit included ensuring consistent, standardised, and cost-effective support across the company’s global operations, while enabling adoption of citizen development and continuous improvement of deployed automations. Services were delivered through a blend of onshore and offshore resources, providing extended coverage and scalable expertise.

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The challenge

The mining company faced several key challenges in scaling their Power Platform usage:

1. Fragmented support model

Existing automations were supported by multiple providers, leading to inconsistency in service levels, process documentation, and knowledge retention.

2. Expansion of platform scope

While the initial arrangement covered discrete Power Automate (RPA) processes, the client required an expanded model covering Power Apps, additional RPA automations, and broader Power Platform and CoE governance.

3. Citizen development enablement

To accelerate innovation, the client wanted to increase adoption of citizen development while maintaining governance and compliance across business units.

4. Operational continuity

The client required an integrated support framework that would ensure the stability of existing processes, provide responsive incident management, and scale to support new automation initiatives.

The solution

The Avec team delivered a structured transition and support framework, underpinned by governance, training, and scalable service delivery:

Transition-in services

Conducted assessments of existing processes managed by third-party providers, produced health check reports, and onboarded all in-scope processes to our managed services model.

Comprehensive support model

Established a tiered global support service, including:

  • Level 1-3 process and app support
  • Minor works and service requests
  • Event day enhancements
  • Platform maintenance and on-call support as required

Governance and CoE management

Assumed responsibility for the Power Platform CoE, ensuring consistent governance, monitoring, and improvement across environments.

Citizen development training

Delivered coaching and structured training programs to empower citizen developers, balancing adoption with compliance and best practices.

On-demand services

Provided additional services for new automation projects, ensuring that the client could scale adoption at pace while maintaining alignment with enterprise standards.

The result

By consolidating support under a single managed services model, the mining company achieved a streamlined and consistent global approach to Power Platform adoption. Key outcomes include:

Standardisation

A unified support framework that replaced fragmented provider arrangements.

Scalability

Extended coverage through blended onshore and offshore resourcing, delivering cost efficiencies and 24/7 responsiveness.

Governance

Centralised CoE oversight, embedding governance and compliance across all environments.

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