Presented by Joseph SUIDAN Assistant Director, ISAGO IATA ISAGO IATA Safety Audit for Ground...

Presented byJoseph SUIDAN

Assistant Director, ISAGO

IATA

ISAGOIATA Safety Audit for Ground Operations

March 16th, 2010

2 16-March-2010IATA Montreal

ISAGOIntroduction

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 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 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 prevent acts of unlawful interference To avoid redundant audits

Because nobody else can


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


Current situationRedundant audits

-Multiple Audits per GSP

With ISAGOOne Audit per GSP

ISAGOSystem

-Fewer Audits per GSP

-Audit sharing

7 16-March-2010IATA 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


ISAGO Model



Corporate Audits

Station Audits

ISAGO AuditsTwo-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


ISAGO AuditsCorporate and Station audits

Corporate Audits Typically one auditor for two days

x2 days x3 days

Typically three auditors for three days (for a full scope audit) Can be less depending on the range of services provided

Station Audits


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


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

http://www.iata.org/isago

http://www.iata.org/isago


ISAGO Documentation

System



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


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


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


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


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

Section 2 to 7 apply to station audits, depending on range of services offered


IOSA & ISAGO



IOSA & ISAGO

IOSA ISAGO 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


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

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


ISAGO Benefits



Benefits from ISAGOFor Airlines & Ground Service Providers

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


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 …?


National Aviation Authorities List of supportive NAAs as of February 2010

CountryNational Aviation

Authority

1 Austria DGCA

2 Belgium CAA

3 Canada TC

4 Chile DGAC

5 Ethiopia CAA

6 France DGAC

7 Hong Kong CAD

CountryNational Aviation

Authority

8 Jordan CARC

9 Lebanon DGCA

10 Macau CAA

11 Netherlands IVW

12 Nigeria NCAA

13 Russia MAK

14 UK CAA

15 USA FAA


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)

Canada 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

AfricaSouth 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

Australia Melbourne Airport

Australia Perth Airport

Australia Australian Airport Association

Rep of Maldives Male International Airport

North Asia

China Chengdu Shuangliu

China Capital Airports Holding Company

Hong Kong Hong Kong Airport


ISAGO Audit Pool



ISAGO Airline Audit PoolConcept

Airline EU Airline MENAAirline US

… GSP in ASPAC

GSP in MENA

GSP in EU

GSP in NAM

ISAGO AuditPool

………

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


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


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


ISAGO Training



ISAGO Training ISAGO Auditor Training Course

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: 17-21 May 2010 Geneva: 26-30 July 2010 Montreal: 15-19 November 2010

[…]

Consult the entire calendar at: www.iata.org/training

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)

http://www.iata.org/training



ISAGO Training ISAGO Training for Ground Service Providers (GSPs)

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: 24-26 May 2010 Geneva: 29 Sep - 1 Oct 2010 Delhi: 10-12 November 2010 Beijing: 24-26 November 2010

[…]

Consult the entire calendar at: www.iata.org/training

Developed and delivered by the IATA Training & Development Institute (ITDI) Designed for Ground Handlers to assist in the preparation for an ISAGO Audit




ISAGO Program Status



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 StatusAs of February 2010


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 %


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

http://www.aviapartner.aero/

http://www.royalairmaroc.com/

http://www.enhas.com/

http://www.niags.com.vn/Home/Default.aspx

http://www.nhs.com.sa/

http://www.saudiags.com/

http://www.shercargo.ru/eng

http://www.gdnas.pl/


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)


0

20

40

60

80

100

120

2009 ISAGO Audits

109

802009 Target


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


ISAGO Costs



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.

Corporate Audit Cycle Amount (US $)

Headquarters/Regional/Country

2 years 5 000 $ +

travel/hotac expenses

Waived in 2009


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


Audit CostsStation 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 $ Waived


ISAGO Insurance Program



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


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:

Elizabeth HoltonConsultant, Risk Management & InsuranceIATATel: +44-77-9877-1720E-mail: [email protected]

Carole GatesDirector, Risk Management & InsuranceIATATel: +1-514-874-0202 ext.3598E-mail: [email protected]

mailto:[email protected]



IATA Ground Operations Manual (IGOM)



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


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


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


How to schedule an ISAGO audit



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 email to [email protected]

How to schedule an ISAGO AuditOn the ISAGO Website – www.iata.org/isago

http://www.iata.org/NR/rdonlyres/325E255A-D9F6-4FA8-B10A-04A2F79FFC38/0/ISAGOStandardsManualEd1Rev0.pdf

http://www.iata.org/NR/rdonlyres/7DD11181-34CC-45FD-A2F4-8585798EA1E8/0/ISAGOAuditRequestform.xls



How to schedule an ISAGO AuditOn the ISAGO Website – www.iata.org/isago


ConclusionIATA 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.


>> www.iata.org/isago>> [email protected]

ISAGO IATA Safety Audit for Ground Operations

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