IATA Safety Audit for Ground Operations

ISAGO
IATA Safety Audit for Ground Operations

Presented by
Joseph SUIDAN
Assistant Director, ISAGO
IATA
March 16th, 2010
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
ISAGO
Introduction
16-March-2010

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 Montreal
16-March-2010

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
IATA Montreal
16-March-2010
Ground damage
Direct 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
16-March-2010
Current situation
With ISAGO
Redundant audits
One Audit per GSP
ISAGO
System
-Fewer Audits per GSP

-Audit sharing
-Multiple Audits per GSP

IATA Montreal
16-March-2010
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
16-March-2010
ISAGO Model
IATA Montreal
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
IGOM
Conclusion
16-March-2010
ISAGO Audits
Two-level audits
Corporate Audits
Conducted by an auditor from an Audit Organization
Normally first audit activity for initial registration
Two-year audit cycle
Corporate
Station Audits
Stations
IATA Montreal
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)
9
16-March-2010
ISAGO Audits
Corporate and Station audits
Corporate Audits
Station Audits
Typically one auditor for two

days
IATA Montreal
Typically three auditors for three

days (for a full scope audit)
Can be less depending on the range
of services provided
2 days
10
16-March-2010
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
IATA Montreal
11
11
16-March-2010
ISAGO Registry
ISAGO Registry page on http://www.iata.org/isago
IATA Montreal
12
16-March-2010
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
IGOM
Conclusion
IATA Montreal
ISAGO
Documentation
System
13
16-March-2010
ISAGO Standards Manual (GOSM)
ISAGO Program Manual (GOPM)
ISAGO Audit Handbook (GOAH)
Technical Reference Manual for Audit Programs (ITRM)
IATA Montreal
Common Glossary for IOSA and ISAGO
14
14
16-March-2010
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
IATA Montreal
15
15
16-March-2010
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
16
16-March-2010

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
17
16-March-2010

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
IATA Montreal
18
18
16-March-2010
IOSA & ISAGO
IATA Montreal
19
19
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
IGOM
Conclusion
16-March-2010
IOSA & ISAGO

IOSA
ISAGO
An audit of Air Operators
An audit of Ground Service Providers
(passenger and cargo)
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
IATA Montreal
20
20
16-March-2010
IOSA & ISAGO

Audit scope
IOSA Standards Manual
ISAGO Standards Manual
ORG Org& Mgmt System
ORM Org & Mgmt System

LOD Load Control
FLT Flight Operations
PAX Passenger Handling
DSP Flight Dispatch
Ground Ops
BAG Baggage Handling
MNT A/C Eng.&Maintenance
HDL A/C Handling & Loading
CAB Cabin Operations
AGM A/C Ground Movement
GRH A/C Ground Handling
CGM Cargo & Mail Handling
Ground Ops
CGO Cargo Operations

SEC Operational Security
ISAGO Standards are significantly more numerous and more

operationally detailed than the IOSA GRH and CGO standards
IATA Montreal
21
16-March-2010
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
IGOM
Conclusion
IATA Montreal
ISAGO
Benefits
22
16-March-2010
Benefits from ISAGO

For 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)
IATA Montreal
23
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
16-March-2010
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 ?
IATA Montreal
24
24
16-March-2010
National Aviation Authorities

List of supportive NAAs as of February 2010
Country
National Aviation
Authority
Country
National Aviation
Authority
Austria
DGCA
Jordan
CARC
Belgium
CAA
Lebanon
DGCA
Canada
TC
10
Macau
CAA
Chile
DGAC
11
Netherlands
IVW
Ethiopia
CAA
12
Nigeria
NCAA
France
DGAC
13
Russia
MAK
Hong Kong
CAD
14
UK
CAA
15
USA
FAA
IATA Montreal
25
16-March-2010
Airport Authorities
List of supportive Airports as of February 2010
Region
Country
USA
North
America
Latin America
& The
Caribbean
Africa
IATA Montreal
Airport Authority
Seattle-Tacoma
International Airport
Region
Europe
Canada
Aroports de Montral
(ADM)
Canada
Calgary Airport Authority
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
South Africa
ACSA Airport Company

South Africa
26
Asia Pacific
North Asia
Country
Airport Authority
Netherlands
Amsterdam Schiphol
Airport
Italy
Venice Marco Polo

Airport
Australia
Adelaide Airport
Australia
Melbourne Airport
Australia
Perth Airport
Australia
Australian Airport
Association
Rep of Maldives
Male International
Airport
China
Chengdu Shuangliu
China
Capital Airports Holding

Company
Hong Kong
Hong Kong Airport
16-March-2010
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
IGOM
Conclusion
IATA Montreal
ISAGO Audit Pool
27
27
16-March-2010
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
- Pool members have unconditional access to audit
reports through audit reports sharing
Airline EU
Airline US
Airline MENA
Pool members are responsible for nominating

experienced and qualified airline auditors that
conduct ISAGO Station Audits
- Airline auditors undergo an ISAGO training for auditors
ISAGO Audit
Pool
GSP in EU
GSP in ASPAC
IATA is responsible for:
- Pool management and administration
- Audit allocations
GSP in MENA
IATA Montreal
GSP in NAM
28
28
16-March-2010
ISAGO Audit Pool : 40 member airlines

(As of February 2010)
North America
-Air Canada
-Air Transat
-Continental
-Delta
-United
Latin America
& The Caribbean
Europe
-Adria
-Air France
-Alitalia
-Austrian
-BA
-BMI
-Brussels
Airlines
Middle East /
North Africa
Africa
Russia / CIS
-Aeroflot
-Egyptair
-Iran Air
-Libyan Airlines
-Royal Air Maroc
-Royal Jordanian
-Saudi Arabian
-Yemenia
29
China /
North Asia
-Cathay Pacific
-China Eastern
-Air India
-Korean Air
Asia Pacific
-Air Namibia
-Air Zimbabwe
-Comair
-Ethiopian
-Kenya Airways
-COPA
-LAN
-Mexicana
-TACA
IATA Montreal
-CSA
-KLM
-LOT
-Lufthansa
-Malev
-TAP
-TAROM
16-March-2010
ISAGO Audit Pool

4 in process of signing, 37 interested airlines
In the process of signing:
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
Aeromexico
Avianca
Etihad Airways
Qantas
IATA Montreal
30
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
16-March-2010
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
IGOM
Conclusion
IATA Montreal
ISAGO Training
31
16-March-2010
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
Training schedule
Requirements for operation management systems

Requirements for areas that will be audited
Beijing: 1-5 March 2010

Singapore: 17-21 May 2010
(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
Geneva: 26-30 July 2010

Montreal: 15-19 November 2010
IATA Montreal
32
[]
Consult the entire calendar at: www.iata.org/training
16-March-2010
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
Training schedule
Gain knowledge about ISAGO from a GSPs viewpoint

ISAGO Standards and GOSARPS that will be audited
Geneva: 7-9 April 2010

Singapore: 24-26 May 2010
Q5 Electronic Audits System

Preparing for an ISAGO audit
Geneva: 29 Sep - 1 Oct 2010

Delhi: 10-12 November 2010
ISAGO registration, data management

Audit sharing, program administration
Beijing: 24-26 November 2010
IATA Montreal
[]
Consult the entire calendar at: www.iata.org/training
33
16-March-2010
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
IGOM
Conclusion
IATA Montreal
ISAGO
Program Status
34
16-March-2010
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 program

Program active in all Regions of the world
40% of audits are corporate audits
IATA Montreal
35
16-March-2010
ISAGO Audits Snapshot

North America 2 %
Europe 25 %
Russia & CIS

Countries 4 %
Middle East &
North Africa 23 %
Latin America &

The Caribbean 16 %
IATA Montreal
China & North

Asia 7 %
Africa 10 %
Asia Pacific 13 %
36
16-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
37
16-March-2010
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
38
16-March-2010
2009 ISAGO Audits

109
2009 Target
IATA Montreal
39
80
16-March-2010
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
IATA Montreal
40
16-March-2010
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
IGOM
Conclusion
ISAGO Costs
IATA Montreal
41
16-March-2010
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
Headquarters/Regional/
Country
IATA Montreal
Cycle
Amount (US $)
2 years
5 000 $ +
travel/hotac
expenses
42
16-March-2010
Waived in
2009
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
* Subject to agreement of the IATA 2010 Budget

IATA Montreal
43
16-March-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)
Audit Management Software

Licence Fee (Q5 Systems)
1 year
250 $
IATA Montreal
44
16-March-2010
Waived
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
IGOM
Conclusion
IATA Montreal
ISAGO Insurance
Program
45
16-March-2010

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
IATA Montreal
46
16-March-2010

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
IATA Montreal
Elizabeth Holton
Consultant,
Risk Management & Insurance
IATA
Tel: +44-77-9877-1720
E-mail: E.holton@btinternet.com
47
16-March-2010
IATA Ground
Operations Manual
(IGOM)
IATA Montreal
48
48
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
IGOM
Conclusion
16-March-2010
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
49
16-March-2010

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:
IATA Montreal
Single industry standards

Simplified Service Level Agreements (SGHA) and reduced costs
Enhanced safety
Simplified audits and inspections
50
16-March-2010

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
51
16-March-2010
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
IGOM
Conclusion
How to schedule
an ISAGO audit
IATA Montreal
52
52
16-March-2010

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
IATA Montreal
53
16-March-2010

On the ISAGO Website www.iata.org/isago
IATA Montreal
54
54
16-March-2010
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.
IATA Montreal
55
16-March-2010
ISAGO
>> www.iata.org/isago
>> isago@iata.org
IATA Montreal
56
16-March-2010

IATA Safety Audit for Ground Operations

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

IATA Safety Audit for Ground Operations

Uploaded by

Copyright:

Available Formats

ISAGO