IATA Safety Audit for Ground Operations

b y J o s e p h

D i r e c S U I D A N A s s i s t a n t P r e s e n t e d

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

ISAGO Introduction

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

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

Damage to Aircraft:

4 Billion US $ a Year

Ground damage
Direct costs
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 situation
Redundant audits

With ISAGO
One Audit per GSP

ISAGO
System

-Multiple Audits per GSP

-Fewer Audits per GSP -Audit sharing

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

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 Audits
Two-level audits

Corporate Audits
Conducted by an auditor from an Audit Organization Normally first audit activity for initial registration Corporate Two-year audit cycle

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)
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Stations

ISAGO Audits
Corporate and Station audits

Corporate Audits
Typically one auditor for two days

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

2 days

3 days

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

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

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

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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 Providers 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

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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
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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 Section 2 Section 3 Section 4 Section 5 Section 6 Section 7 ORM Organization and Management System LOD PAX BAG HDL AGM Load Control Passenger Handling Baggage Handling Aircraft Handling and Loading Aircraft Ground Movement

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 18

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

19

IOSA & ISAGO

IOSA
An audit of Air Operators (passenger and cargo)

ISAGO
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
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IOSA & ISAGO

Audit scope
IOSA Standards Manual
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 Ground Ops SEC Operational Security

ISAGO Standards Manual

ORM Org & Mgmt System LOD Load Control PAX Passenger Handling BAG Baggage Handling HDL A/C Handling & Loading AGM A/C Ground Movement CGM Cargo & Mail Handling

Ground Ops

ISAGO Standards are significantly more numerous and more operationally detailed than the IOSA GRH and CGO standards

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

Benefits from ISAGO

For Airlines & Ground Service Providers Airlines
Reduction in ground ops incidents, accidents and injuries Audit sharing and system of registration Cost savings: Less ground damage and fewer audits

Ground Service Providers

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

Supports outsourcing decisions (e.g. Enhanced company new image/reputation stations)

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 ?

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National Aviation Authorities

List of supportive NAAs as of February 2010
National Aviation Authority DGCA CAA TC DGAC CAA DGAC CAD 12 13 14 15 8 9 10 11 National Aviation Authority CARC DGCA CAA IVW NCAA MAK CAA FAA

Country

Country Jordan Lebanon Macau Netherland s Nigeria Russia UK USA

1 2 3 4 5 6 7

Austria Belgium Canada Chile Ethiopia France Hong Kong

Airport Authorities
Region

List of supportive Airports as of February Country Airport Authority 2010 Region Country Airport
USA Canada Canada Colombia Ecuador Seattle-Tacoma International Airport Aroports de Montral (ADM) Calgary Airport Authority Eldorado International Airport TAGSA Aeropuerto de Guayaquil El Salvador Intl Airport InterAirports S.A Montego Bay Airport Lima Airport Partners ACSA Airport Company South Africa

Authority
Netherlands Amsterdam Schiphol Airport Venice Marco Polo Airport Adelaide Airport Melbourne Airport Perth Airport Australian Airport Association Male International Airport Chengdu Shuangliu Capital Airports Holding Company Hong Kong Airport

North America

Europe

Italy Australia Australia

Latin America & The Caribbean

El Salvador Honduras Jamaica Peru South Africa

Asia Pacific

Australia Australia Rep of Maldives China

Africa

North Asia

China Hong Kong

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

27

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 Airline EU Airline US Airline MENA Pool members are responsible for nominating experienced and qualified airline auditors that conduct ISAGO Station Audits - Pool members have unconditional access to audit reports through audit reports sharing

ISAGO Audit Pool

GSP in EU

- Airline auditors undergo an ISAGO training for auditors IATA is responsible for: GSP in ASPAC - Pool management and administration - Audit allocations

GSP in MENA

GSP in NAM
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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

North America
-Air Canada -Air Transat -Continental -Delta -United

Russia / CIS
-Aeroflot

China / North Asia

-Cathay Pacific -China Eastern

Middle East / North Africa Latin America & The Caribbean

-COPA -LAN -Mexicana -TACA

Africa

-Egyptair -Iran Air -Libyan Airlines -Royal Air Maroc -Royal Jordanian -Saudi Arabian -Yemenia

-Air India -Korean Air

-Air Namibia -Air Zimbabwe -Comair -Ethiopian -Kenya Airways

Asia Pacific

ISAGO Audit Pool

4 in process of signing, 37 interested airlines

In the process of signing:

Aeromexico Avianca Etihad Airways Qantas

Interested airlines:
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 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

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

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
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

Training schedule
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

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
Gain knowledge about ISAGO from a GSPs 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

Training schedule
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

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

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

ISAGO Audits Snapshot

North America 2 % Europe 25 % Russia & CIS Countries 4 %
Middle East & North Africa 23 %

China & North Asia 7 %

Latin America & The Caribbean 16 %

Africa 10 % Asia Pacific 13 %

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

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)

2009 ISAGO Audits

120 100 80 60 40 20 0
2009 Target 80 109

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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

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

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 Audit

Cycle Amount (US $) 5 000 $ + travel/hotac expenses

Waived in 2009

Headquarters/Regio 2 nal/Country years

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

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) 250 $
Waived

Audit Management Software Licence Fee (Q5 Systems)

1 year

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

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

ISAGO Insurance Program

Whats 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 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

48

 For now each airline publishes their own Concept Ground Operations Manual (GOM)

IATA Ground Operations Manual (IGOM)

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

IATA Ground Operations Manual (IGOM)

For airlines: Benefits
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)

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

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

How to schedule an ISAGO audit

52

How to schedule an ISAGO Audit

On the ISAGO Website www.iata.org/isago
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 isagoauditrequest@iata.org

How to schedule an ISAGO Audit

On the ISAGO Website www.iata.org/isago

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Conclusion
IATA Safety Audit for Ground Operations (ISAGO)

Two fundamental aims: Improving operational safety Driving down number of redundant audits Modelled on IOSAs structure ISAGO will establish a worldwide benchmark and standard for ground operations.

ISAGO
IATA Safety Audit for Ground Operations

>> www.iata.org/isago >> isago@iata.org