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

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Presentation on theme: "Presented by Joseph SUIDAN Assistant Director, ISAGO IATA ISAGO IATA Safety Audit for Ground Operations March 16 th, 2010."— Presentation transcript:

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

2 216-March-2010IATA Montreal 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

3 316-March-2010IATA Montreal 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

4 416-March-2010IATA Montreal 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

5 516-March-2010IATA Montreal 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

6 616-March-2010IATA Montreal Current situation Redundant audits -Multiple Audits per GSP With ISAGO One Audit per GSP ISAGO System -Fewer Audits per GSP -Audit sharing

7 716-March-2010IATA Montreal7 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

8 816-March-2010IATA Montreal 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

9 916-March-2010IATA Montreal9 Corporate Audits Station Audits ISAGO Audits Two-level audits  Conducted by an auditor from an Audit Organization  Normally first audit activity for initial registration  Two-year audit cycle  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) Corporate Stations

10 1016-March-2010IATA Montreal ISAGO Audits Corporate and Station audits Corporate Audits  Typically one auditor for two days x 2 days x 3 days  Typically three auditors for three days (for a full scope audit)  Can be less depending on the range of services provided Station Audits

11 1116-March-2010IATA Montreal11 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 1 Corporate Audit + 1 Station Audit = Registration

12 1216-March-2010IATA Montreal ISAGO Registry ISAGO Registry page on

13 1316-March-2010IATA Montreal 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

14 1416-March-2010IATA Montreal14 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

15 1516-March-2010IATA Montreal15 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

16 1616-March-2010IATA Montreal16 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

17 1716-March-2010IATA Montreal ISAGO Standards Manual (GOSM) GOSM 2 nd 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

18 1816-March-2010IATA Montreal18 ISAGO Standards Manual (GOSM) GOSM 2 nd Edition – February 2010 Section 1ORMOrganization and Management System Section 2LODLoad Control Section 3PAXPassenger Handling Section 4BAGBaggage Handling Section 5HDLAircraft Handling and Loading Section 6AGMAircraft Ground Movement Section 7CGMCargo and Mail Handling  Section 1 (ORM) applies to all corporate and station audits  Section 2 to 7 apply to station audits, depending on range of services offered

19 1916-March-2010IATA Montreal19 IOSA & ISAGO  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

20 2016-March-2010IATA Montreal20 IOSA & ISAGO IOSAISAGO  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

21 2116-March-2010IATA Montreal 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 are significantly more numerous and more operationally detailed than the IOSA GRH and CGO standards Ground Ops 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

22 2216-March-2010IATA Montreal 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

23 2316-March-2010IATA Montreal Benefits from ISAGO For Airlines & Ground Service Providers AirlinesGround 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

24 2416-March-2010IATA Montreal24 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 …?

25 2516-March-2010IATA Montreal National Aviation Authorities List of supportive NAAs as of February 2010 Country National Aviation Authority 1AustriaDGCA 2BelgiumCAA 3CanadaTC 4ChileDGAC 5EthiopiaCAA 6FranceDGAC 7Hong KongCAD Country National Aviation Authority 8JordanCARC 9LebanonDGCA 10MacauCAA 11NetherlandsIVW 12NigeriaNCAA 13RussiaMAK 14UKCAA 15USAFAA

26 2616-March-2010IATA Montreal Airport Authorities List of supportive Airports as of February 2010 Region CountryAirport Authority North America USASeattle-Tacoma International Airport CanadaAéroports de Montréal (ADM) CanadaCalgary Airport Authority Latin America & The Caribbean ColombiaEldorado International Airport EcuadorTAGSA Aeropuerto de Guayaquil El SalvadorEl Salvador Intl Airport HondurasInterAirports S.A JamaicaMontego Bay Airport PeruLima Airport Partners Africa South AfricaACSA Airport Company South Africa RegionCountryAirport Authority Europe NetherlandsAmsterdam Schiphol Airport ItalyVenice Marco Polo Airport Asia Pacific AustraliaAdelaide Airport AustraliaMelbourne Airport AustraliaPerth Airport AustraliaAustralian Airport Association Rep of MaldivesMale International Airport North Asia ChinaChengdu Shuangliu ChinaCapital Airports Holding Company Hong KongHong Kong Airport

27 2716-March-2010IATA Montreal27 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

28 2816-March-2010IATA Montreal28 ISAGO Airline Audit Pool Concept Airline EUAirline MENAAirline US … GSP in ASPAC GSP in MENA GSP in EU GSP in NAM ISAGO Audit Pool ………  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

29 2916-March-2010IATA Montreal North America Europe Middle East / North Africa Africa Russia / CIS -Air Canada -Air Transat -Continental -Delta -United -Aeroflot -Egyptair -Iran Air -Libyan Airlines -Royal Air Maroc -Royal Jordanian -Saudi Arabian -Yemenia -Air Namibia -Air Zimbabwe -Comair -Ethiopian -Kenya Airways Latin America & The Caribbean -COPA -LAN -Mexicana -TACA ISAGO Audit Pool : 40 member airlines (As of February 2010 ) China / North Asia -Cathay Pacific -China Eastern -Adria -Air France -Alitalia -Austrian -BA -BMI -Brussels Airlines -CSA -KLM -LOT -Lufthansa -Malev -TAP -TAROM Asia Pacific -Air India -Korean Air

30 3016-March-2010IATA Montreal ISAGO Audit Pool 4 in process of signing, 37 interested airlines In the process of signing:  Aeromexico  Avianca  Etihad Airways  Qantas  Air Europa  Air Mauritius  ANA  Atlas Air  Blue1  Blue Wings AG  Bmi  China Airlines  China Southern  Continental Airlines  Cyprus Airways  DHL  Emirates  Estonian Air  Finnair  Gulf Air  Iberia  JAL  Jet Airways  Kuwait Airways Interested airlines:  Malaysia Airlines  MEA  NWA  Olympic Airlines  Regional  Qatar Airways  Safair  SAS Scandinavian Airlines  SATA  Singapore Airlines  Srilankan Airlines  Swiss International Air Lines  Syrianair  TAM  Thai Airways  TNT  US Airways  Virgin Atlantic

31 3116-March-2010IATA Montreal 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

32 3216-March-2010IATA Montreal ISAGO Training ISAGO Auditor Training Course Course contentsTraining 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:  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)

33 3316-March-2010IATA Montreal ISAGO Training ISAGO Training for Ground Service Providers (GSPs) Course contentsTraining 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:  Developed and delivered by the IATA Training & Development Institute (ITDI)  Designed for Ground Handlers to assist in the preparation for an ISAGO Audit

34 3416-March-2010IATA Montreal 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

35 3516-March-2010IATA Montreal  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 ISAGO Program Status As of February 2010

36 3616-March-2010IATA Montreal ISAGO Audits Snapshot North America 2 % Latin America & The Caribbean 16 % Europe 25 % Africa 10 % Russia & CIS Countries 4 % China & North Asia 7 % Asia Pacific 13 % Middle East & North Africa 23 %

37 3716-March-2010IATA Montreal ISAGO Registry Update as of 16 th 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

38 3816-March-2010IATA Montreal 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)

39 3916-March-2010IATA Montreal 2009 ISAGO Audits Target

40 4016-March-2010IATA Montreal 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

41 4116-March-2010IATA Montreal 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

42 4216-March-2010IATA Montreal 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. Corporate AuditCycleAmount (US $) Headquarters/Regional/ Country 2 years5 000 $ + travel/hotac expenses Waived in 2009

43 4316-March-2010IATA Montreal 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

44 4416-March-2010IATA Montreal Audit Costs Station Audit  Auditing Airlines cover their own costs inherent to station audits (at airports), including auditors travel & accommodation. Station AuditCycleAmount (US $) Audit at Airport2 years0 $ (existing resources) Audit Management Software Licence Fee (Q5 Systems) 1 year250 $ Waived

45 4516-March-2010IATA Montreal 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

46 4616-March-2010IATA Montreal 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

47 4716-March-2010IATA Montreal 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: Elizabeth Holton Consultant, Risk Management & Insurance IATA Tel: Carole Gates Director, Risk Management & Insurance IATA Tel: ext

48 4816-March-2010IATA Montreal48 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

49 4916-March-2010IATA Montreal  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 IATA Ground Operations Manual (IGOM) Concept

50 5016-March-2010IATA Montreal  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  Reduced manual production/maintenance costs  For all:  Single industry standards  Simplified Service Level Agreements (SGHA) and reduced costs  Enhanced safety  Simplified audits and inspections IATA Ground Operations Manual (IGOM) Benefits

51 5116-March-2010IATA Montreal 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

52 5216-March-2010IATA Montreal52 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

53 5316-March-2010IATA Montreal 01 Download the ISAGO Standards ManualISAGO 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 formISAGO Audit Request form 05 Return the completed form via to How to schedule an ISAGO Audit On the ISAGO Website –

54 5416-March-2010IATA Montreal54 How to schedule an ISAGO Audit On the ISAGO Website –

55 5516-March-2010IATA Montreal 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.

56 5616-March-2010IATA Montreal >> >> ISAGO IATA Safety Audit for Ground Operations


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