Airservices Australia

Company profile

Airservices Australia is a government agency responsible for providing safe, secure, efficient and environmentally responsible services to the aviation industry.  Airservices Australia has international partnerships with the International Civil Aviation Organisation, the Civil Air Navigation Services Organisation, and the International Air Transport Association, as well as working closely with the Australian Defence Force.  Head office is located in Canberra.



Prior to Airservices Australia’s implementation of Pentana in late 2009, they were without an audit management solution.  As Tracey Lawrance, Chief Auditor for Airservices Australia, explains, “We were using paper based work-paper files.  The audit methodology, although documented in the Audit Manual, was not consistently applied”.  With this in mind, Tracey continues, “The key objectives of the implementation of Pentana software solution were to enhance continuous improvement in the efficiency and effectiveness of the audit unit.  Pentana streamlined the audit process, enhanced the quality of framework for the conduct of audits, and ensured the application of a consistent audit methodology”.



Realising the limitations that a manual work-paper system presented, and having had prior experience with an electronic audit management solution and its benefits, Tracey was keen to find something similar for Airservices Australia. Having identified Pentana as a potential solution from SOPAC Conferences, the tender process began and Satori was successful in its application.  The Airservices Audit team worked with Satori consultants to champion the implementation of the audit management solution for Airservices Australia.



Heading into the project, Airservices Australia had a series of goals it wished to achieve with Pentana.  At the top of the list was the need for Pentana to provide a common platform for the auditing team, so that methodology and action was consistent. Secondly, Airservices Australia needed a solution which offered more effective oversight of audits and enhanced quality through timely and continuous feedback throughout the audit process.  Tracey strongly agrees that both of these main goals were successfully achieved. “Pentana is driving a standard methodology, visibility of work, and more timely reviews by managers – resulting in greater teamwork and overall quality of work”.  Furthermore, in an internal feedback survey, Airservices Australia staff all agreed that Pentana provides an effective oversight of audits and enhanced quality through timely feedback.

Finally, Tracey explains the ultimate overall benefit of Pentana to Airservices Australia, “Using a software tool like Pentana allows us to demonstrate our commitment to better practice auditing and achieving an efficient and effective audit service for the organisation. A standard process which incorporates risk assessments in all audits has greatly improved the quality of our audits and therefore value-add back to the business.  All audit staff are consistently using it and it really has streamlined our whole audit process”.