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ISA GO IATA S afety A udit for G round O perations

ISA GO IATA S afety A udit for G round O perations. Presented by Joseph SUIDAN Assistant Director, ISAGO IATA. March 16 th , 2010. Introduction ISAGO Model ISAGO Documentation System IOSA & ISAGO ISAGO Benefits ISAGO Audit Pool ISAGO Training Program Status ISAGO Costs

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ISA GO IATA S afety A udit for G round O perations

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

  2. 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 IATA Montreal

  3. IATA Safety Audit for Ground OperationsWhat 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 IATA Montreal

  4. IATA Safety Audit for Ground OperationsWhy are we doing it? • To reduce ground hazards that affect flight safety • To reduce aircraft ground damage • To reduce personnel injuries • To preventacts of unlawful interference • To avoid redundant audits Because nobody else can IATA Montreal

  5. Ground damageDirect 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 IATA Montreal

  6. Current situationRedundant audits With ISAGOOne Audit per GSP ISAGO System -Fewer Audits per GSP -Audit sharing -Multiple Audits per GSP IATA Montreal

  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 IATA Montreal 7

  8. 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 IATA Montreal

  9. ISAGO AuditsTwo-level audits Corporate Audits • Conducted by an auditor from an Audit Organization • Normally firstaudit activity for initial registration • Two-year audit cycle Corporate Station Audits • 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

  10. ISAGO AuditsCorporate 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 2 days x 3 days x IATA Montreal

  11. GSP RegistrationAudit 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 IATA Montreal 11

  12. ISAGO Registry ISAGO Registry page on http://www.iata.org/isago IATA Montreal

  13. 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 Documentation System IATA Montreal

  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 IATA Montreal 14

  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 IATA Montreal 15

  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 IATA Montreal 16

  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 Montreal

  18. ISAGO Standards Manual (GOSM)GOSM 2nd Edition – February 2010 • 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

  19. 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 IOSA & ISAGO IATA Montreal 19

  20. IOSA & ISAGO IATA Montreal 20

  21. IOSA & ISAGO Audit scope ISAGO Standards Manual IOSA Standards Manual ORM – Org & Mgmt System ORG – Org& Mgmt System LOD – Load Control FLT – Flight Operations PAX – Passenger Handling DSP – Flight Dispatch BAG – Baggage Handling HDL – A/C Handling & Loading MNT – A/C Eng.&Maintenance AGM – A/C Ground Movement CAB – Cabin Operations CGM – Cargo & Mail Handling GRH – A/C Ground Handling CGO – Cargo Operations SEC – Operational Security Ground Ops Ground Ops ISAGO Standards are significantlymore numerousand more operationally detailedthan the IOSA GRH and CGO standards IATA Montreal

  22. 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 IATA Montreal

  23. Benefits from ISAGOFor Airlines & Ground Service Providers IATA Montreal

  24. Benefits from ISAGOFor 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 …? IATA Montreal 24

  25. National Aviation AuthoritiesList of supportive NAAs as of February 2010 IATA Montreal

  26. Airport AuthoritiesList of supportive Airports as of February 2010 IATA Montreal

  27. 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 Audit Pool IATA Montreal 27

  28. ISAGO Airline Audit PoolConcept • 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 GSP in EU GSP in ASPAC … GSP in MENA GSP in NAM IATA Montreal 28

  29. ISAGO Audit Pool : 40 member airlines(As of February 2010) Europe -CSA -KLM -LOT -Lufthansa -Malev -TAP -TAROM -Adria -Air France -Alitalia -Austrian -BA -BMI -Brussels Airlines 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 -Air India -Korean Air Latin America & The Caribbean Africa Asia Pacific -Air Namibia -Air Zimbabwe -Comair -Ethiopian -Kenya Airways -COPA -LAN -Mexicana -TACA IATA Montreal

  30. ISAGO Audit Pool4 in process of signing, 37 interested airlines In the process of signing: Interested airlines: 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 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 äAeromexico äAvianca äEtihad Airways ä Qantas IATA Montreal

  31. 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 IATA Montreal

  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) IATA Montreal

  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 IATA Montreal

  34. 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 Program Status IATA Montreal

  35. ISAGO Program StatusAs 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 IATA Montreal

  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

  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 IATA Montreal

  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) IATA Montreal

  39. 2009 ISAGO Audits 109 2009 Target 80 IATA Montreal

  40. ISAGO Target 2010 : 120 AuditsPlanning 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 IATA Montreal

  41. 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 Costs IATA Montreal

  42. Audit CostsCorporate 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. Waived in 2009 IATA Montreal

  43. Audit CostsCorporate 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

  44. Audit CostsStation Audit • Auditing Airlines cover their own costs inherent to station audits (at airports), including auditors travel & accommodation. Waived IATA Montreal

  45. 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 IATA Montreal

  46. ISAGO Insurance ProgramMore 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 IATA Montreal

  47. ISAGO Insurance ProgramWhat’s in it for insurers? • Individual risks are attractive because they are selectively bundled • This increases competition and certainty of capacity Contact details: Carole Gates Director, Risk Management & Insurance IATA Tel: +1-514-874-0202 ext.3598 E-mail: gatesc@iata.org Elizabeth Holton Consultant, Risk Management & Insurance IATA Tel: +44-77-9877-1720 E-mail: E.holton@btinternet.com IATA Montreal

  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 IATA Montreal 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 IATA Montreal

  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  • 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 Montreal

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