1. ISAGO IATA Safety Audit for Ground Operations
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Presented by
Joseph SUIDAN
Assistant Director, ISAGO
IATA
March 16th, 2010

2. ISAGO Introduction Introduction ISAGO Model ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
ISAGO
Introduction
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IATA Montreal
16-March-2010 2

3. IATA Safety Audit for Ground Operations What is it?
A standardized and structured audit program of Ground Service Providers
Internationally recognized operational standards
Highly trained and experienced auditors
A model for operational risk & safety management
A system for registration and sharing of audits
ISAGO is a standardized and structured audit program of Ground Service Providers (ground handling companies operating at airports)
It uses internationally recognized operational standards that have been developed by a diverse group of experts.
The audits are carried out by highly trained and experienced auditors
ISAGO provides GSPs with a model for operational risk & safety management in their organizations.
And for the first time there is a system for registration and sharing of audit results.
IATA Montreal
16-March-2010

4. IATA Safety Audit for Ground Operations Why are we doing it?
To reduce ground hazards that affect flight safety
To reduce aircraft ground damage
To reduce personnel injuries
To prevent acts of unlawful interference
To avoid redundant audits
Because nobody else can
First and foremost, ISAGO is a major safety initiative of IATA. The key goals are:
To reduce ground hazards that affect flight safety
To reduce aircraft ground damage
To reduce personnel injuries
To prevent acts of unlawful interference
To avoid redundant audits
To say “Why are we doing it - Because nobody else can” is not meant to be arrogant. It’s simply a reflection of the fact that a global, experienced and quick-acting organization like IATA – with almost 800 IATA Operational Safety Audits of airlines under its belt – is the only body that can plan and execute ISAGO.
IATA Montreal
16-March-2010

5. Ground damage Direct costs
Damage to Aircraft:
4 Billion US $ a Year
Indirect costs
Measured in multiples
Personnel injuries / deaths
Loss of revenues and crew costs
Hotel, meals, re-protection of affected and delayed passengers
Airline reputation
When people talk of aircraft ground damage, they usually refer to the direct costs.
It has been estimated that damage to Aircraft costs the industry around 4 Billion US $ a Year
Whether that is a totally accurate estimate is immaterial. Our 230 Member Airlines emphasise that ground damage is a major problem affecting their bottom line. And it’s not just the “hard”costs of the physical damage. There are also indirect costs and some studies show that these can be measured in multiples of the hard costs:
Personnel injuries / deaths
Loss of revenues and crew costs
Hotel, meals, re-protection of affected and delayed passengers
Airline reputation
IATA Montreal
16-March-2010

6. Current situation Redundant audits
With ISAGO One Audit per GSP
ISAGO
System
Today, we have a rather ridiculous arrangement whereby individual airlines send hoardes of auditors around the world to audit their suppliers at their stations. This means that the same handler at an airport is often audited by all of its customers! This does no-one any good.
With ISAGO, the plan is that once a ground handling company at a particular airport is audited to the ISAGO standards, and closes all of its findings, then that audit result is shared amongst the airlines contributing to this program who no longer have to send their own auditors. Everybody wins.
Will ISAGO do away with ALL such station audits by airlines? Probably not, but it will surely decrease the overall effort that is currently being expended.
-Multiple Audits per GSP
-Fewer Audits per GSP
-Audit sharing
IATA Montreal
16-March-2010

7. Regulatory Oversight
Minimal direct regulatory oversight over Ground Service Providers (GSPs) in:
Selection and Licensing
Systems Implementation
Training & Development
Auditing, Reporting & Compliance
Regulators hold airlines responsible for oversight of GSPs
Airlines struggle to obtain consistent results
We have many key Regulatory Authorities interested in ISAGO. Regulators – and Airport Authorities – want the same results we do, viz. improved ramp safety.
But unlike Flight Operations and Maintenance for example, no ICAO Annexes govern ground operations, hence States have little on which to base Regulation.
Therefore Regulators typically hold airlines responsible for oversight of GSPs, and not surprisingly, airlines struggle to obtain consistent results.
IATA Montreal 7
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8. ISAGO Model Introduction ISAGO Model ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
ISAGO Model
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IATA Montreal
16-March-2010

9. ISAGO Audits Two-level audits
Corporate Audits
Conducted by an auditor from an Audit Organization
Normally first audit activity for initial registration
Two-year audit cycle
Corporate
Station Audits
Corporate Audits
Conducted by an auditor from an Audit Organization (the same Audit Organizations we have accredited to do IOSA audits)
this is normally the first audit activity for initial registration of a GSP
The two-year audit cycle has been set for the first stages of the program, but may be reviewed later.
Station Audits
Conducted by auditors from Pool Airlines. The Pool Airlines are the growing number of airlines that are contributing auditors to carry out ISAGO station audits. I’ll explain the Pool concept in more detail later.
Normally accomplished after the Corporate Audit for initial registration
Two-year audit cycle for all stations (unless shorter audit interval mandated for a station by Pool airlines)
Conducted by auditors from Pool Airlines
Normally accomplished after the Corporate Audit for initial registration
Two-year audit cycle for all stations (unless shorter audit interval mandated for a station by Pool airlines)
Stations
IATA Montreal 9
16-March-2010

10. ISAGO Audits Corporate and Station audits
Corporate Audits
Station Audits
Typically one auditor for two days
Typically three auditors for three days (for a full scope audit)
Can be less depending on the range of services provided
Corporate Audits are typically conducted by one AO auditor for two days (2 man-days).
Note: This figure only includes the on-site phase of the audit.
Station Audits are typically conducted by three airline auditors for three days (9 man-days) for a full scope audit, thus covering all sections of the ISAGO Standards Manual.
When auditing a partial scope of ground operations, auditor days applicable to the scope of the Station Audit are as follows :
Pre-Audit Preparation: 1 auditor day
Station Management and Supervision: 1 auditor day
Ramp Handling Operations: 2 auditor days
Aircraft Ground Movement Operations: 2 auditor days
Cargo and Mail Handling: 2 auditor days
Passenger and Baggage Handling: 1 auditor day
Load Control: 1 auditor day
Post-Audit follow-up, closure and GOAR quality control: 2 auditor days
2 days x
3 days x
IATA Montreal
16-March-2010

11. GSP Registration Audit Sharing
Upon completion of the Corporate Audit and one Station Audit (i.e. all findings closed), the GSP is placed on the ISAGO Registry
Corporate Audit will normally be conducted first, followed by Station Audits
Registration of a GSP will specify stations audited
GSP and Airlines consult the ISAGO Registry and, upon request and in line with agreed protocol, IATA
provides access to audit reports
ensures audit reports are kept in a secure environment
Registration is important because it signals that a GSP has fully completed both its corporate audit and at least one station. For some companies, “corporate plus one station” is the entire operation, but for many companies, their first station audit will be one of many to go through the ISAGO process.
Therefore, upon completion of the Corporate Audit and one Station Audit (i.e. all findings closed), the GSP is placed on the ISAGO Registry
Corporate Audit will normally be conducted first, followed by station audits
Registration of a GSP will specify stations audited (progressively, as the various stations are audited and completed)
Then comes the opportunity to overcome the redundant audits, because the GSP and more particularly the Airlines can consult the ISAGO Registry and, upon request and in line with agreed protocol, IATA will
provide access to audit reports, while at the same time
Ensuring the audit reports are kept in a secure environment
1 Corporate Audit + 1 Station Audit = Registration
IATA Montreal 11
16-March-2010

12. ISAGO Registry ISAGO Registry page on http://www.iata.org/isago
The Registry allows to search either by Region, by company name or even by airport code.
Let’s do one using the airport code option and select Hong Kong.
IATA Montreal
16-March-2010

13. ISAGO Documentation System
Introduction
ISAGO Model
ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
Please type here for comments
ISAGO
Documentation
System
IATA Montreal
16-March-2010 13

14. ISAGO Documentation System
ISAGO Standards Manual (GOSM)
ISAGO Program Manual (GOPM)
ISAGO Audit Handbook (GOAH)
Technical Reference Manual for Audit Programs (ITRM)
Common Glossary for IOSA and ISAGO
All of the ISAGO Audits are conducted against formal documentation contained in these documents:
ISAGO Standards Manual (GOSM)
ISAGO Program Manual (GOPM)
ISAGO Audit Handbook (GOAH)
Technical Reference Manual for Audit Programs (ITRM) (Common Glossary for IOSA and ISAGO)
The Standards Manual is available for free download, as are the audit checklists derived from them. Therefore there is no inhibiting factor for GSPs to prepare for their ISAGO audit. The Technical Reference Manual is also available for free download.
The Program Manual and the Audit Handbook are made available to the auditors, but anyone may request these, also free of charge.
IATA Montreal 14
16-March-2010

15. ISAGO Standards & Recommended Practices (GOSARPs) Philosophy
Contain the specifications necessary to audit a ground handling service provider
Generally based on the IOSA standards model
Focus on compliance with:
requirements of customer airlines
and relevant regulations
Address continuity of a Provider’s management system from the corporate level to front line ground operations
Provide technical specifications for the various types of ground operations that may be conducted at any station
The standards themselves contain the specifications necessary to audit a ground handling service Provider
Generally based on the IOSA standards model
Focus on compliance with:
requirements of customer airlines
and relevant regulations
Address continuity of a Provider’s management system from the corporate level to front line ground operations
Provide technical specifications for the various types of ground operations that may be conducted at any station
Bearing in mind that the GSP is audited only against the specific services it provides at any one location.
The auditors use an audit management software – Q5 AIMS – which not only facilitates the conduct of the audit, but also assists both auditors and auditee during the corrective action phase, where the audit report and all actions are undertaken on line.
IATA Montreal 15
16-March-2010

16. ISAGO Standards & Recommended Practices (GOSARPs) Source References
IATA Airport Handling Manual (AHM)
Other relevant IATA Manuals:
Dangerous Goods, Live Animals, Security, Airports
Relevant Industry Source Documents:
e.g. ISO 9001/14001, ACI Airside Safety Handbook
Relevant ICAO Annexes
Relevant JAA/EASA and/or FAA Regulations
Industry-proven best practices
When developing the standards during 2007, we didn’t start from scratch. The standards Task Force – which included Airlines, GSPs, Regulators and IATA specialists, was able to draw on, for example:
IATA Airport Handling Manual (AHM)
Other relevant IATA Manuals:
Dangerous Goods, Live Animals, Security, Airports
Relevant Industry Source Documents:
e.g. ISO 9001/14001, ACI Airside Safety Handbook
Relevant ICAO Annexes
Relevant JAA/EASA and/or FAA Regulations
Industry-proven best practices
IATA Montreal 16
16-March-2010

17. ISAGO Standards Manual (GOSM) GOSM 2nd Edition – February 2010
Reduce number of standards
Combine previous OMS and STM Sections
Reduce number of man days necessary to perform audits
Facilitate corporate audits by Airlines (versus by AOs)
If the company provides services on a single station co-located with the headquarters, Corporate and Station operations will be audited simultaneously
Harmonization with IOSA Standards Manual (ISM)
Enhance understanding of ISAGO Standards
IATA is responsible for performing continuous revisions of the ISAGO Standards to ensure the program is responsive to and meets the needs of the industry.
Feedback from the first 40 ISAGO audits demonstrated the need to:
Streamline the ISAGO Standards in order to reduce the audit manpower
Look for further synergies between the Organization and Management System (OMS) and Station Management System (STM) sections from the 1st edition of the ISAGO Standards Manual
IATA Montreal
16-March-2010

18. ISAGO Standards Manual (GOSM) GOSM 2nd Edition – February 2010
Section 1
ORM
Organization and Management System
Section 2
LOD
Load Control
Section 3
PAX
Passenger Handling
Section 4
BAG
Baggage Handling
Section 5
HDL
Aircraft Handling and Loading
Section 6
AGM
Aircraft Ground Movement
Section 7
CGM
Cargo and Mail Handling
Section 1 (ORM) applies to all corporate and station audits
If the company provides services on a single station co-located with the headquarters, Corporate and Station operations will be audited simultaneously
Section 2 to 7 apply to station audits, depending on range of services offered
Section 1 (ORM) applies to all corporate and station audits
Section 2 to 7 apply to station audits, depending on range of services offered
IATA Montreal 18
16-March-2010

19. IOSA & ISAGO Introduction ISAGO Model ISAGO Documentation System
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
IOSA & ISAGO
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IATA Montreal 19
16-March-2010 19

20. IOSA & ISAGO IOSA ISAGO Common elements An audit of Air Operators
(passenger and cargo)
An audit of Ground Service Providers
Common elements
Safety and security of flight operations
ISAGO includes safety of ground ops personnel
Audit based on internationally recognized operational standards and recommended practices
Highly trained and experienced auditors conduct audits
Audit sharing
A system of registration
There is sometimes confusion between our two major safety audit programs.
IOSA is an audit of Air Operators, either passenger or cargo.
ISAGO is an audit of Ground Service Providers
There are common elements
Safety and security of flight operations
ISAGO includes safety of ground ops personnel
Audit based on internationally recognized operational standards and recommended practices
Highly trained and experienced auditors conduct audits
Audit sharing
A system of registration
IATA Montreal 20
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21. IOSA & ISAGO Audit scope
ORG – Org& Mgmt System
FLT – Flight Operations
DSP – Flight Dispatch
MNT – A/C Eng.&Maintenance
CAB – Cabin Operations
GRH – A/C Ground Handling
CGO – Cargo Operations
SEC – Operational Security
IOSA Standards Manual
ISAGO Standards Manual
ORM – Org & Mgmt System
LOD – Load Control
BAG – Baggage Handling
HDL – A/C Handling & Loading
CGM – Cargo & Mail Handling
PAX – Passenger Handling
AGM – A/C Ground Movement
Ground Ops
But the ISAGO Standards are significantly more numerous and more operationally detailed than the IOSA GRH and CGO standards.
Ground Ops
ISAGO Standards are significantly more numerous and more operationally detailed than the IOSA GRH and CGO standards
IATA Montreal
16-March-2010 21

22. ISAGO Benefits Introduction ISAGO Model ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
ISAGO Benefits
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IATA Montreal
16-March-2010

23. Benefits from ISAGO For Airlines & Ground Service Providers
Reduction in ground ops incidents, accidents and injuries
Audit sharing and system of registration
Cost savings:
Less ground damage and fewer audits
Supports outsourcing decisions (e.g. new stations)
Reduction of incidents in ground ops
Reduction of personnel injuries
Standardization across multiple operations
Reduction in number of audits; lower costs
Lower costs = focus resources on operations
Enhanced company image/reputation
We are sure that ISAGO will bring significant benefits to the industry.
Airlines can expect:
Reduction in ground ops incidents, accidents and injuries
Audit sharing and system of registration
Cost savings:
Less ground damage and fewer audits
Supports outsourcing decisions (e.g. new stations)
Ground Service Providers can expect:
Reduction of incidents in ground ops
Reduction of personnel injuries
Standardization across multiple operations
Reduction in number of audits; lower costs
Lower costs = focus resources on operations
Enhanced company image/reputation
IATA Montreal
16-March-2010

24. Benefits from ISAGO For Regulators and Airports
Uniform standards for ground handlers
Potential to complement regulatory oversight
Improve control by airport authorities
Pre-requisite for issuing a ground handling
concession at an airport …?
And let’s not forget the Regulators and Airports. For the first time, we will see:
Uniform standards for ground handlers
Potential to complement regulatory oversight
Improve control by airport authorities
Could ISAGO Registration be considered as a pre-requisite for an Airport or a Regulator to issue a ground handling concession at an airport …?
The answer to this question is no longer speculative as at least two major airports - Schiphol and Seattle – have indicated this intention. And why not?! It’s a simple way for an Airport to assure itself of a level of safety consistency in companies it allows to operate on the ramp.
IATA Montreal 24
16-March-2010

25. National Aviation Authority National Aviation Authority
National Aviation Authorities List of supportive NAAs as of February 2010
Country
National Aviation Authority 1
Austria
DGCA 2
Belgium
CAA 3
Canada TC 4
Chile
DGAC 5
Ethiopia 6
France 7
Hong Kong
CAD
Country
National Aviation Authority 8
Jordan
CARC 9
Lebanon
DGCA 10
Macau
CAA 11
Netherlands
IVW 12
Nigeria
NCAA 13
Russia
MAK 14 UK 15
USA
FAA
Not only have many of these countries been involved in ISAGO development, but many have formally expressed support for the aims of the Program.
IATA Montreal
16-March-2010

26. Airport Authorities List of supportive Airports as of February 2010
Region
Country
Airport Authority
North America
USA
Seattle-Tacoma International Airport
Canada
Aéroports de Montréal (ADM)
Calgary Airport Authority
Latin America & The Caribbean
Colombia
Eldorado International Airport
Ecuador
TAGSA Aeropuerto de Guayaquil
El Salvador
El Salvador Intl Airport
Honduras
InterAirports S.A
Jamaica
Montego Bay Airport
Peru
Lima Airport Partners
Africa
South Africa
ACSA Airport Company South Africa
Region
Country
Airport Authority
Europe
Netherlands
Amsterdam Schiphol Airport
Italy
Venice Marco Polo Airport
Asia Pacific
Australia
Adelaide Airport
Melbourne Airport
Perth Airport
Australian Airport Association
Rep of Maldives
Male International Airport
North Asia
China
Chengdu Shuangliu
Capital Airports Holding Company
Hong Kong
Hong Kong Airport
Similarly for Airports.
IATA Montreal
16-March-2010

27. ISAGO Audit Pool Introduction ISAGO Model ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
Please type for comments
ISAGO Audit Pool
IATA Montreal 27
16-March-2010

28. ISAGO Airline Audit Pool Concept
ISAGO Audit Pool Membership
- For now, membership is reserved to IATA members
- Pool members conduct an allocated number of station audits each year
- Pool members have unconditional access to audit reports through audit reports sharing
Pool members are responsible for nominating experienced and qualified airline auditors that conduct ISAGO Station Audits
- Airline auditors undergo an ISAGO training for auditors
IATA is responsible for:
- Pool management and administration
- Audit allocations
………
Airline EU
Airline US
Airline MENA
ISAGO Audit
Pool
The majority of ISAGO audits will be conducted at the station level. To keep costs as low as possible, the program uses the concept of poling the existing airline resources that would normally be doing station audits in any case. For the moment, ISAGO Audit Pool Membership is reserved to IATA members
- Pool members conduct an allocated number of station audits each year
Pool members have unconditional access to audit reports through audit reports sharing (after signing a formal Agreement)
In accordance with the ISAGO Program Manual provisions, Pool members are responsible for nominating experienced and qualified airline auditors that conduct ISAGO Station Audits
- Airline auditors undergo an ISAGO training for auditors
IATA is responsible for:
- Pool management and administration
- Audit allocations
GSP in EU
GSP in ASPAC …
GSP in MENA
GSP in NAM
IATA Montreal 28
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29. ISAGO Audit Pool : 40 member airlines (As of February 2010)
Europe
-Adria
-Air France
-Alitalia
-Austrian
-BA
-BMI
-Brussels
Airlines
-CSA
-KLM
-LOT
-Lufthansa
-Malev
-TAP
-TAROM
Russia / CIS
North America
China / North Asia
-Aeroflot
-Air Canada
-Air Transat
-Continental
-Delta
-United
-Cathay Pacific
-China Eastern
-Egyptair
-Iran Air
-Libyan Airlines
-Royal Air Maroc
-Royal Jordanian
-Saudi Arabian
-Yemenia
Middle East /
North Africa
Here is the Pool as it stands today. Many of these airlines worked with us in program development, but others have come on board since, recognizing the benefits the program will bring.
The dispersal to date is good, but you can see that we need more airlines in Asia/Pacific and North Asia for example.
Latin America
& The Caribbean
-Air India
-Korean Air
Africa
Asia Pacific
-Air Namibia
-Air Zimbabwe
-Comair
-Ethiopian
-Kenya Airways
-COPA
-LAN
-Mexicana
-TACA
IATA Montreal
16-March-2010

30. ISAGO Audit Pool 4 in process of signing, 37 interested airlines
In the process of signing:
Interested airlines:
ä Air Europa
ä Air Mauritius
ä ANA
ä Atlas Air
ä Blue1
ä Blue Wings AG
ä Bmi
ä China Airlines
ä China Southern
ä Continental Airlines
ä Cyprus Airways
ä DHL
ä Emirates
ä Estonian Air
ä Finnair
ä Gulf Air
ä Iberia
ä JAL
ä Jet Airways
ä Kuwait Airways
ä Malaysia Airlines
ä MEA
ä NWA
ä Olympic Airlines
ä Regional
ä Qatar Airways
ä Safair
ä SAS Scandinavian Airlines
ä SATA
ä Singapore Airlines
ä Srilankan Airlines
ä Swiss International Air Lines
ä Syrianair
ä TAM
ä Thai Airways
ä TNT
ä US Airways
ä Virgin Atlantic
ä Aeromexico
ä Avianca
ä Etihad Airways
ä Qantas
Many more airlines are in the pipeline.
We need more airlines for two basic reasons. Firstly, the range and diversity of ISAGO requests we are getting means that we need to have a good geographic range of Pool Members. Secondly, doing ISAGO audits is not the “day job” of our Pool Member auditors, therefore we need to ensure we have sufficient airline resources to match the audit demand.
IATA Montreal
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31. ISAGO Training Introduction ISAGO Model ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
ISAGO Training
Please type for comments
IATA Montreal
16-March-2010

32. ISAGO Training ISAGO Auditor Training Course
Developed and delivered by the IATA Training & Development Institute (ITDI)
Designed for Pool Airline Auditors
Every candidate for ISAGO Auditor is required to complete the Training (as specified in the Program Manual Section 3)
Course contents
Training schedule
Requirements for operation management systems
Requirements for areas that will be audited
(e.g. ORM, LOD, PAX, BAG, HDL, AGM, CGM)
Relevance and meaning of programs, processes and
procedures
Consistent and standardized ISAGO auditing techniques
Q5 Electronic Audits System
Beijing: 1-5 March 2010
Singapore: May 2010
Geneva: July 2010
Montreal: November 2010
[…]
Consult the entire calendar at:
All Pool Member Airline Auditors must complete the ISAGO Auditor Training Course, which has been developed and is delivered by the IATA Training & Development Institute (ITDI)
Course contents include:
Requirements for operation management systems
Requirements for areas that will be audited
(e.g. ORM, LOD, PAX, BAG, HDL, AGM, CGM)
Relevance and meaning of programs, processes and
procedures
Consistent and standardized ISAGO auditing techniques
Q5 Electronic Audits System
The training is offered free of charge to IATA Members, and the schedule shows those courses held already, as well as those scheduled in the remainder of the year.
IATA Montreal
16-March-2010

33. ISAGO Training ISAGO Training for Ground Service Providers (GSPs)
Developed and delivered by the IATA Training & Development Institute (ITDI)
Designed for Ground Handlers to assist in the preparation for an ISAGO Audit
Course contents
Training schedule
Gain knowledge about ISAGO from a GSP’s viewpoint
ISAGO Standards and GOSARPS that will be audited
Q5 Electronic Audits System
Preparing for an ISAGO audit
ISAGO registration, data management
Audit sharing, program administration
Geneva: 7-9 April 2010
Singapore: May 2010
Geneva: 29 Sep - 1 Oct 2010
Delhi: November 2010
Beijing: November 2010
[…]
Consult the entire calendar at:
Training is also available for GSPs, and the 3-day course is designed for Ground Handlers to assist in the preparation for an ISAGO Audit.
Course contents include:
Gain knowledge about ISAGO from a GSP’s viewpoint
ISAGO Standards and GOSARPS that will be audited
Q5 Electronic Audits System
Preparing for an ISAGO audit
ISAGO registration, data management
Audit sharing, program administration
The schedule shows those courses already held, as well as those in the coming months. More training dates are always being added and the website is kept up-to-date as more courses are planned.
IATA Montreal
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34. ISAGO Program Status Introduction ISAGO Model
ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
Please type for comments
ISAGO
Program Status
IATA Montreal
16-March-2010

35. ISAGO Program Status As of February 2010
Establishment of the ISAGO Pool
40 member airlines
Conducted 10 free information seminars in all regions of the world
Over 650 Participants from more than 70 countries
Trained 280 auditors from 90 different airlines
195 auditors from the Pool member airlines
Performed 150 audits since launch of the program
Program active in all Regions of the world
40% of audits are corporate audits
Although the program is still in its infancy, a lot has been accomplished already:
Establishment of the ISAGO Pool :
40 member airlines to date and more in the pipeline
Conducted 10 free information seminars in all regions of the world:
Over 650 Participants from more than 70 countries
Trained 280 auditors from 90 different airlines
195 auditors from the Pool member airlines
Performed 150 audits since launch in 2008 :
Program active in all Regions of the world, from Harare to Hong Kong, Bogota to Beirut
40% of audits are corporate audits, which highlights extent of program penetration
IATA Montreal
16-March-2010

36. ISAGO Audits Snapshot North America 2 % Russia & CIS Countries 4 %
Europe 25 %
China & North Asia 7 %
Middle East & North Africa 23 %
Africa 10 %
Latin America & The Caribbean 16 %
Asia Pacific 13 %
IATA Montreal
16-March-2010

37. ISAGO Registry Update as of 16th March 2010
31 Providers on the ISAGO Registry, operating at 34 locations :
AGA, AMM, AMS, BEY, BOG, CAI, CMB, CMN, COR, DXB, EBB, FRA, GDN, HAN, HKG, HRG, ICN, JED, KUN, KWI, LIS, MBA, MIA, NBO, OPO, PRG, RAK, RUH, SGN, SIN, SSH, SVO, VNO
When a GSP has completed and closed audits at its corporate office and at least one station, it’s eligible for Registration. These 31 Providers are on the ISAGO Registry, operating at 34 locations :
AGA, AMM, AMS, BEY, BOG, CAI, CMB, CMN, COR, DXB, EBB, FRA, GDN, HAN, HKG, HRG, ICN, JED, KUN, KWI, LIS, MBA, MIA, NBO, OPO, PRG, RAK, RUH, SGN, SIN, SSH, SVO, VNO
IATA Montreal
16-March-2010

38. 2009 Achievements Summary
109 audits conducted versus Board target of 80
47 corporate audits and 62 station audits
20 Regulators/Airports formally supporting the program
Standards Manual : Second Edition
Reduce numbers of standards
Combine OMS and STM sections
Facilitate corporate audits by Airlines (versus by AOs)
For 2009, the IATA Board of Governors had set a relatively modest target – given the global potential of ISAGO – of 80 audits.
With any new program, the willingness and readiness of the ground handlers is something that has to be nurtured, so this has not been a walk in the park.
IATA Montreal
16-March-2010

39. 2009 ISAGO Audits
109
2009 Target 80
The Board target of 80 audits for 2009 was met on Nov-14.
IATA Montreal
16-March-2010

40. ISAGO Target 2010 : 120 Audits Planning Consideration in 2010
Allocation Process in 2010 : Mainly driven by Participating Airlines Priorities
Aim is to have a maximum of 5 ISAGO Audits per Pool airline
Audit Teams
Participating Airlines
Undergone ISAGO Auditor Training
Priority to GSPs having cleared the corporate element in 2009
When it comes to scheduling the ISAGO audits, it’s always a juggling act, especially in these early days.
On the one hand, we have the priorities of our Members, who identify which handlers they want audited at which airports. Since we are an airline association, the audit allocation process in 2010 is being mainly driven by Airline Priorities, and our plan is to have a maximum of 5 ISAGO Audits per Pool airline.
But it takes two to tango! We also have many GSPs coming forward wanting audits, and sometimes these companies, and/or the stations they identify, are not on the airline priority list.
As the Pool Membership grows, these problems will be greatly reduced. But in the meantime, we continue to give priority to GSPs having cleared the corporate element in 2009, to ensure that their audit validity does not lapse.
IATA Montreal
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41. ISAGO Costs Introduction ISAGO Model ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
Please type here for comments
ISAGO Costs
IATA Montreal
16-March-2010 41

42. Audit Costs Corporate Audit
Corporate audits are conducted by independent Audit Organizations (AOs) accredited by IATA;
GSPs cover the costs of the corporate audits;
The corporate audit usually takes place at the HQ of the company In some cases, a corporate audit might be also required at the Regional and/or Country offices.
Ever since we started ISAGO planning, we’ve been trying to drive costs out of the program, both for airlines and for GSPs. All of the IATA costs- development, management, quality assurance, governance etc etc are covered by IATA. The only costs recouped from outside IATA are those that are charged to us.
Since the Corporate audits are conducted by independent Audit Organizations (AOs) accredited by IATA, there is a professional cost associated with that - $5k.plus the travel expenses of one auditor.
GSPs cover the direct costs of the corporate audit; which usually takes place at the HQ of the company. In some cases, a corporate audit might be also required at the Regional and/or Country offices. The cost consists of US$ travel/hotac expenses.
In 2009, IATA has been paying the US$5000 cost of the GSP corporate audit, leaving the GSP to cover only auditor travel costs.
IATA will continue to finance a limited number of corporate audits in Priority will be given to GSPs undergoing renewal audits and those that have submitted audit requests in 2009 but due to resource limitations were moved in 2010.
This is a significant step by IATA to recognize the crisis situation, and to ensure that good program momentum is maintained.
Corporate Audit
Cycle
Amount (US $)
Headquarters/Regional/Country
2 years
5 000 $ +
travel/hotac expenses
Waived in 2009
IATA Montreal
16-March-2010

43. Audit Costs Corporate Audit
For 2010, IATA will continue to finance a limited number of corporate audits*
Priority will be given to GSPs undergoing renewal audits and those that have submitted audit requests in 2009 but due to resource limitations were moved in 2010
* Subject to agreement of the IATA 2010 Budget
IATA Montreal
16-March-2010

44. Audit Costs Station Audit
Auditing Airlines cover their own costs inherent to station audits (at airports), including auditors travel & accommodation.
Station Audit
Cycle
Amount (US $)
Audit at Airport
2 years
0 $
(existing resources)
Audit Management Software Licence Fee (Q5 Systems)
1 year
250 $
At the station audit level, the Auditing Airlines cover their own costs inherent to station audits (at airports), including auditors travel & accommodation. This merely reflects the current environment.
Station Audit Cycle Amount (US $)
Audit at Airport 2 years 0 $(existing resources)
Audit Management 1 year 250 $
Software License Fee (Q5 Systems) Waived in 2009
BUT, even though the cost is small, IATA waived the Audit Management Software license fee in 2009.
On a cost basis therefore, GSPs have no excuse not to move forward with the program.
Waived
IATA Montreal
16-March-2010

45. ISAGO Insurance Program
Introduction
ISAGO Model
ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
ISAGO Insurance Program
Please type here for comments
IATA Montreal
16-March-2010

46. ISAGO Insurance Program More benefits for ISAGO Registered GSPs
ISAGO provides a unique opportunity for the industry to bundle its aviation insurance buying via an insurance program
Ground Service Providers (GSPs) that are ISAGO registered are eligible for the program
Participants are eligible for:
Increased market presence
Lower premiums
Better coverage
Better claims handling
We have been engaged with the insurance industry throughout the program development. Insurers have a natural interest in any program that could reduce ground damage, and hence claims.
Because of that close co-operation, ISAGO provides a unique opportunity for the industry to bundle its aviation insurance buying via an insurance program.
This program is now being finalized.
Ground Service Providers (GSPs) that are ISAGO registered are eligible for the program
Participants are eligible for:
Increased market presence
Lower premiums
Better coverage
Better claims handling
IATA Montreal
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47. ISAGO Insurance Program What’s in it for insurers?
Individual risks are attractive because they are selectively bundled
This increases competition and certainty of capacity
Contact details:
Insurers are interested because:
Individual risks are attractive because they are selectively bundled
This increases competition and certainty of capacity
Carole Gates
Director,
Risk Management & Insurance
IATA
Tel: ext.3598
Elizabeth Holton
Consultant,
Risk Management & Insurance
IATA
Tel:
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48. IATA Ground Operations Manual (IGOM)
Introduction
ISAGO Model
ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
Please type here for comments
IATA Montreal 48
16-March-2010 48

49. IATA Ground Operations Manual (IGOM) Concept
For now each airline publishes their own Ground Operations Manual (GOM)
For the same type of aircraft, each individual airline approach can lead to significant variations in requirements and standards
increased safety risk
increased risk of aircraft damage
inefficient ground ops
Concept: Standardized IATA Ground Operations Manual which Airlines can adopt as their "Core" set of requirements
For now each airline publishes their own Ground Operations Manual (GOM)
For the same type of aircraft, each individual airline approach can lead to significant variations in requirements and standards
increased safety risk
increased risk of aircraft damage
inefficient ground ops
Concept: Standardized IATA Ground Operations Manual which Airlines can adopt as their "Core" set of requirements
IGOM is one of the top safety priorities set by the IATA Board of Governors for 2010
IGOM will complement ISAGO. Many ISAGO Standards will refer to an IGOM section
IATA Montreal
16-March-2010

50. IATA Ground Operations Manual (IGOM) Benefits
For airlines:
Improved compliance from ground agents
Reduced time spent conducting operational audits
Reduced manual production/maintenance costs  
For GSP:
Simplified work processes and SOPs
Reduced training costs 
For all:
Single industry standards
Simplified Service Level Agreements (SGHA) and reduced costs
Enhanced safety
Simplified audits and inspections
BENEFITS
For airlines:
Improved compliance from ground agents
Reduced time spent conducting operational audits
Reduced manual production/maintenance costs  
For GSP:
Simplified work processes and SOPs
Reduced training costs 
For all:
Single industry standards
Simplified Service Level Agreements (SGHA) and reduced costs
Enhanced safety
Simplified audits and inspections
IATA Montreal
16-March-2010

51. IATA Ground Operations Manual (IGOM) Development
Development of IGOM will take account of relevant publications such as:
IATA AHM
other IATA Publications (e.g. DGR, LAR, PCR)
Company manuals (e.g. Airline and GSP)
Manufacturers manuals
Provisional Timescale:
Form Task Force by end of 2009 (done)
Significant deliverables by end of 2010
IGOM is one of the top safety priorities set by the IATA Board of Governors for 2010
Development of IGOM will take account of relevant publications such as IATA AHM, other IATA Publications (e.g. DGR, LAR, PCR) and company manuals (e.g. Airline and GSP) and manufacturers manuals
IATA has been looking for qualified resources to participate
Project Manager
Task Force (airlines, GSP, regulators, airports, manufacturers, etc.)
Provisional Timescale :
Form Task Force by end of 2009
Significant deliverables by end of 2010
IGOM is one of the top safety priorities set by the IATA Board of Governors for 2010
IATA Montreal
16-March-2010

52. How to schedule an ISAGO audit
Introduction
ISAGO Model
ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
Please type here for comments
How to schedule an ISAGO audit
IATA Montreal 52
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53. How to schedule an ISAGO Audit On the ISAGO Website – www. iata
How to schedule an ISAGO Audit On the ISAGO Website –
01 Download the ISAGO Standards Manual
02 Familiarize the Corporate Managers with the ORM Standards
03 Familiarize the Operations Personnel with the Standards applicable to the scope of your services (e.g. Load Control (LOD), Passenger Handling (PAX), Aircraft Ground Movement (AGM) and others)
04 Complete the ISAGO Audit Request form
05 Return the completed form via to
Further to that, the main steps are to:
01 Download the ISAGO Standards Manual
02 Familiarize the Corporate Managers with the ORM Standards
03 Familiarize the Operations Personnel with the Standards applicable to the scope of your services (e.g. Load Control (LOD), Passenger Handling (PAX), Aircraft Ground Movement (AGM) and others)
04 Complete the ISAGO Audit Request form
05 Return the completed form via to
IATA Montreal
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54. How to schedule an ISAGO Audit On the ISAGO Website – www. iata
How to schedule an ISAGO Audit On the ISAGO Website –
Any GSP interested in moving towards ISAGO can find everything they need on the IATA website.
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55. Conclusion IATA Safety Audit for Ground Operations (ISAGO)
Two fundamental aims:
Improving operational safety
Driving down number of redundant audits
Modelled on IOSA’s structure
ISAGO will establish a worldwide benchmark and standard for ground operations.
In closing, let’s remember that ISAGO has two fundamental aims:
Improving operational safety
Driving down number of redundant audits
It’s been modeled on IOSA’s structure, a highly successful global safety audit program with almost 7 years of experience.
And ISAGO will establish - for the very first time - a worldwide benchmark and standard for ground operations.
IATA Montreal
16-March-2010

56. ISAGO IATA Safety Audit for Ground Operations
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IATA Montreal
16-March-2010