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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

ISAGOIATASafety Audit for Ground Operations

Presented by

Joseph SUIDAN

Assistant Director, ISAGO

IATA

March 16th, 2010

slide2

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

iata safety audit for ground operations what is it
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

iata safety audit for ground operations why are we doing it
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

ground damage direct costs
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

current situation redundant audits
Current situationRedundant audits

With ISAGOOne Audit per GSP

ISAGO

System

-Fewer Audits per GSP

-Audit sharing

-Multiple Audits per GSP

IATA Montreal

regulatory oversight
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

slide8

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

isago audits two level audits
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

isago audits corporate and station audits
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

gsp registration audit sharing
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

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

IATA Montreal

slide13

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

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

IATA Montreal

14

isago standards recommended practices gosarps philosophy
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

isago standards recommended practices gosarps source references
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

isago standards manual gosm gosm 2 nd edition february 2010
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

isago standards manual gosm gosm 2 nd edition february 201018
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

slide19

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

iosa isago
IOSA & ISAGO

IATA Montreal

20

iosa isago audit scope
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

slide22

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

benefits from isago for regulators and airports
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

slide27

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

isago airline audit pool concept
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

isago audit pool 40 member airlines as of february 2010
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

isago audit pool 4 in process of signing 37 interested airlines
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

slide31

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

isago training isago auditor training course
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

isago training isago training for ground service providers gsps
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

slide34

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

slide35

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

isago audits snapshot
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

isago registry update as of 16 th march 2010
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

2009 achievements summary
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

2009 isago audits
2009 ISAGO Audits

109

2009 Target

80

IATA Montreal

isago target 2010 120 audits planning consideration in 2010
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

slide41

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

audit costs corporate audit
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

audit costs corporate audit43
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

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

Waived

IATA Montreal

slide45

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

isago insurance program more benefits for isago registered gsps
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

isago insurance program what s in it for insurers
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

slide48

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

slide49

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

iata ground operations manual igom benefits
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

slide51

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

IATA Montreal

slide52

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

IATA Montreal

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

05Return the completed form via email to isagoauditrequest@iata.org

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

IATA Montreal

conclusion iata safety audit for ground operations 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.

IATA Montreal

slide56

ISAGOIATA Safety Audit forGround Operations

>> www.iata.org/isago

>> isago@iata.org

IATA Montreal