1. Greg Down 2 nd ICAO Global TEM & NOSS Symposium FAA – Washington, DC Normal Operations Safety Surveys The NAV CANADA Experience

2. 2 Presentation Overview NOSS Trials Post-NOSS Activities Lessons Learned

3. 3 NOSS Activities 2005-06 Vancouver ACC Enroute NOSS Trial 2006-07 Vancouver ACC Terminal NOSS Trial 2007 Gander ACC NOSS Planned for 2007

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5. 5 Image of Vancouver FIR Vancouver FIR

6. 6 2005 Enroute NOSS Overview 3 Enroute Specialties 13 Sectors 7 Observers 57 Observations

7. 7 Project Planning Observer Selection and Training Observation Period Data Verification Data Analysis Final Report Presentation 2005 Enroute NOSS Overview

8. 8 Final Report Presentation Provided to (in order): –Local Management –Senior Management and Union Executive –Observers –Staff

9. 9 Final Report Presentations - Staff Allowed controllers to hear directly what the process was –what was observed –what the data meant Opportunity to voice their concerns about the system

10. 10 High level of staff buy-in of the process and the feedback provided Controllers wanted the opportunity to fully participate/collaborate on the solutions Final Report Presentations

11. 11 What do we do now? The Safety Change Process Will depend on individual unit / organization as how best to interpret and implement change We looked at various means: –Recurrent training –Procedures teams –Airspace design –Staff meetings –Intra-specialty meetings –Quality Assurance process improvement –Steering Committee

12. 12 The Safety Change Process Post-NOSS Steering Committee Consisted of: –one management representative –the NOSS Project Manager –one observer from each Specialty

13. 13 Post-NOSS Committee Identified Targets for Enhancement based upon the feedback from : –NOSS Trial Final Report –Threat / Error / Undesired State Logs –Observer Narratives –Feedback from Data Verification participants –Feedback received from observers, controllers and management at the NOSS Briefings

14. 14 We elected to address several items : –Controller focus groups –Airspace design changes –Position Hand-over Briefing Checklists –Environmental changes –Other Controller Threat Training Targets For Enhancement

15. Lessons Learned

16. 16 Involvement of the Union – Critical Reassures and legitimizes the process for controllers Assistance in selecting observers who are respected and capable

17. 17 Communicate Communicate Communicate The biggest controller concerns were related to lack of knowledge about NOSS Importance of preparing the supervisors Be present and available to answer any and all questions

18. 18 Except that people often dont actually listen… You will do a lot of explaining as observations begin Deal with issues as they occur

19. 19 REFUSALS - Actually a good thing A clear indication of the strength of the program Controllers quickly saw that there was no response for refusing a NOSS observation As a result, there were no additional refusals

20. 20 STOP Rules Provided further evidence of the seriousness that NOSS treats controller anonymity A couple of examples: –TCAS R/A –pilot altitude bust

21. 21 Observer Selection Imperative that are they are respected and trusted Pick a variety of backgrounds and experience levels Used controllers who werent already involved in many other things (fresh faces)

22. 22 Dont burn out your observers Space out the observations …but not too much

23. 23 Data Verification Phenomenal insight into your operation Tremendous amount of work One of the greatest learning experiences about your operation Did I mention the work part...?

24. 24 CLOSING & REVIEW NOSS aims to capture how the system is behaving as opposed to how it was designed to function Draft ICAO NOSS Manual

25. 25