Day01 04 IATA Acosta

ISAGO Overview

IATA Safety Audit for

Ground OperationsPresented by:

Gabriel Acosta C.

Safety Manager for

LATAM/CAR

IATA Miami

2 June 11IATA Montreal

ISAGO

Introduction

Introduction

ISAGO Model

ISAGO Documentation System

IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs

ISAGO Insurance Program

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


Evolution of Ramp Handling


Ground damageDirect costs

Damage to Aircraft:

4 Billion US $ a Year

(Flight Safety Foundation

2005 Study)

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


Flight Safety Foundation 2005 Study


Current situationRedundant audits

-Multiple Audits

ISAGO TargetFewer Audits per GSP

-Fewer Audits

-Audit sharing

13 June 11IATA Montreal 13

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


IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs



Conclusion


Key Elements

All GSPs are not alike!

Full service, multi-role companies vs. limited role (e.g. cargo handlers)

Corporate operations, plus station operations

Main emphasis today is on the station audits

ISAGO cover both elements

ISAGO Audits are tailored to the entity being audited

ISAGO Audits are conducted at Corporate and Station Levels


Corporate Audits Station Audits

ISAGO AuditsTwo-level audits

Conducted by an auditor from an Audit Organization (A.O.)

First audit activity for initial registration

Two-year audit cycle

Typically 1 day audit

Conducted by auditors from Pool Airlines

Accomplished after the Corporate Audit for initial registration

Two-year audit cycle for all stations

Typically 3 days audit

Who

When

Cycle

Duration


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 be conducted first, followed by Station Audits

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 www.iata.org/isago

http://www.iata.org/isago


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

02

03

01



ISAGO

Documentation

System

Introduction

ISAGO Model


IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs



Conclusion



ISAGO Standards Manual (GOSM)

ISAGO Program Manual (GOPM)

ISAGO Audit Handbook (GOAH)

ISAGO Q5 Auditor Manual

ISAGO Q5 Auditee Manual

IATA Reference Manual for Audit Programs (IRM)

Common Glossary for IOSA and ISAGO

Available at www.iata.org/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 - May 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 - May 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


Headquarters

ORM

GSP

Activity

Applicable Sections

Regional

Office

ORM

Country

Office

ORM

Passenger

Handling

PAX

Legend:( If applicable )

( If applicable )

Station

Management

ORM

ISAGO

Corporate

Audit

ISAGO Audit Level

ISAGO

Station

Audit

Baggage

Handling

BAG

Cargo&Mail

Handling

CGM

Aircraft

Ground

Movement

AGM

Load

Control

LOD

Aircraft

Catering

HDL

Aircraft

Servicing

HDL

Aircraft

Handling &

Loading

HDL


IOSA & ISAGO

Introduction

ISAGO Model


IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs



Conclusion


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


IOSA & ISAGO Audit scope

IOSA Ground Handling Section :

Direct application to the airline Operator (not GSP)

Few standards, addressing high level requirements only

Outsourcing: requires airline Operator to have monitoring system of service providers

ISAGO is applicable to both independent GSP companies and airline-owned

ground handling subsidiaries


IATA’s Role

Development and maintenance of the standards

Development and delivery of training programs

Management of data and information

Application of system Quality Assurance

Audit operations

Auditor training

Program management and oversight

Nomination of Auditors

Steering Groups and Task Forces

Administration of the registration process

Program promotion with Regulators and others


ISAGO

Benefits

Introduction

ISAGO Model


IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs



Conclusion


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 …?


ISAGO Audit Pool

Introduction

ISAGO Model


IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs



Conclusion


ISAGO Airline Audit PoolConcept

Airline EU Airline MENAAirline US

…GSP in ASPAC

GSP in MENA

GSP in EU

GSP in NAM

ISAGO Audit

Pool

………

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 / CIS5

3

6

Latin America

& The Caribbean

3

China /

North Asia

3

15

Asia Pacific

24

ISAGO Audit Pool : 41 member airlines (As of April 2011)


North America

Europe

Middle East /

North Africa

Africa

Russia / CIS

-Air Canada

-Air Transat

-Delta

-United

-Continental

-Aeroflot

-Aerosvit

-Air Astana

-Egyptair

-Iran Air

-Qatar Airways

-Royal Air Maroc

-Royal Jordanian

-Saudi Arabian-Air Zimbabwe

-Ethiopian

-Kenya Airways

-South African

Airways

Latin America

& The Caribbean

-COPA

-LAN

-Avianca TACA

China / North Asia

-Air China

-Cathay Pacific

-China Eastern

-Adria

-Air France

-Alitalia

-Austrian

-BA

-BMI

-Brussels

-CSA

-KLM

-LOT

-Lufthansa

-Malev

-TAP

-TAROM

-Turkish

Asia Pacific

-Air India

-Korean Air

ISAGO Audit Pool : 41 member airlinesAs of April 2011


ISAGO Training

Introduction

ISAGO Model


IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs

Ground Damage Data


Conclusion


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

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

Developed and delivered by IATA

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

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

Developed and delivered by IATA

Designed for Ground Handlers to assist in the preparation for an ISAGO Audit

http://www.iata.org/training


ISAGO

Program Status

Introduction

ISAGO Model


IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs



Conclusion


003 ISAGO AUDITS SINCE 2008

ISAGO Program StatusAs of April 2011

072 ISAGO TRAINED AUDITORS

140 ISAGO AUDIT POOL MEMBERS

050 REGULATORS / AIRPORT AUTHORITIES SUPPORTING ISAGO


ISAGO Pool and Registrations

North America Europe

North Asia30%5.3%

15

RUS/CIS

ASPAC

MENA

AFI

LATAM

4.6%

10%7.2%

26%

3.3%

14.5% 2

3

5

3

6

3

4# of Pool Members

Registration distribution (total of 103 registrations)


North America

Africa

North Asia

Regulatory Support

LATAM

Europe

RUS/CIS

Asia Pacific

MENA

-GYE

-LIM

-ESR

-MBJ

-BOG

-UIO

-Inter Airports

Honduras

-CAA UK

-CAA NL

-CAA BE

-CAA LV

-DGAC FR

-DGAC TR

-HSE (UK)

-AMS

-VCE

-CPH

-FINAVIA

-Ministry of

Transport Austria

-CAA ET

-CAA NG

-ACSA ZA

-CARC Jordan

-DGAC Lebanon

-DGAC Kuwait

-Ministry of

Transport Oman

-KBP

-DME

-SVX

-Basel Aero

-MEL

-PER

-ADL

-Australian

Airport

Association

-MLE

-BOM

-FAA

-Transport Canada

-SEA

-YUL

-YYC

-CAA Taiwan

-CAA Macau

-CAD Hong Kong

-Capital Airport

Holding

-HKG

-SJW

-CTU

In red: Mandates or AMC


ISAGO Costs

Introduction

ISAGO Model


IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs



Conclusion


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

IATA will be

covering the HQ

Audit costs for

2011 (5000$)


Audit CostsCorporate Audit

In 2011, IATA is covering the cost of the HQ audits on a first come, first served basis;

Priority has been given to GSPs undergoing renewal audits and those that have submitted audit requests in 2010 but due to resource limitations were moved in 2011;

Travel and hotel accommodation expenses are still to be covered by the GSPs


Audit CostsStation and Combined Audits

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

Station/Combined Audit Cycle Amount (US $)

Audit at Airport 2 years 0 $

(existing resources)

Audit Management Software

Licence Fee (Q5 Systems)

1 year 250 $Waived


Corporate Audits

Station and Combined Audits

Cost structure2011

US$ 5000 To be covered by IATA in 2011

Fist come, first served basis

GSP to cover AOs’ travel and accommodation

GSP to cover accommodation in case of revisit for follow-up purposes

Corporate

Stations and Combined


ISAGO Insurance

Program

Introduction

ISAGO Model


IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs


IGOM

Ground Damage Data


Conclusion


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 Holton

Consultant,

Risk Management & Insurance

IATA

Tel: +44-77-9877-1720

E-mail: [email protected]

Carole Gates

Director,

Risk Management & Insurance

IATA

Tel: +1-514-874-0202 ext.3598

E-mail: [email protected]

mailto:[email protected]



How to schedule

an ISAGO audit

Introduction

ISAGO Model


IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs



Conclusion


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 Register for the ISAGO extranet page at www.iata.org/isago

05 Complete the online form on Extranet – Any questions: [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




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]

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