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
ISAGO Benefits
ISAGO Audit Pool
Introduction
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
IATA Montreal 2 16-March-2010
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 Montreal 3 16-March-2010
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
IATA Montreal 4 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 5 16-March-2010
Current situation With ISAGO
Redundant audits One Audit per GSP
ISAGO
System
-Multiple Audits per GSP -Fewer Audits per GSP
-Audit sharing
IATA Montreal 6 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 7 16-March-2010
Introduction
ISAGO Model
ISAGO Documentation System
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Model ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
IATA Montreal 8 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
Corporate Two-year audit cycle
Station Audits
Conducted by auditors from Pool Airlines
Normally accomplished after the Corporate Audit for
initial registration
Stations
Two-year audit cycle for all stations (unless shorter
audit interval mandated for a station by Pool airlines)
IATA Montreal 9 16-March-2010
ISAGO Audits
Corporate 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
x 2 days x 3 days
IATA Montreal 10 16-March-2010
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 16-March-2010
ISAGO Registry
ISAGO Registry page on http://www.iata.org/isago
IATA Montreal 12 16-March-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
ISAGO
Documentation
System
IATA Montreal 13 16-March-2010
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 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 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 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-March-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 17 16-March-2010
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
IATA Montreal 18 16-March-2010
Introduction
ISAGO Model
ISAGO Documentation System
IOSA & ISAGO
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 19 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 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
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 22 16-March-2010
Benefits from ISAGO
For Airlines & Ground Service Providers
Airlines Ground Service Providers
Reduction in ground ops incidents, accidents Reduction of incidents in ground ops
and injuries Reduction of personnel injuries
Audit sharing and system of registration
Standardization across multiple operations
Cost savings:
Reduction in number of audits; lower costs
Less ground damage and fewer audits
Lower costs = focus resources on operations
Supports outsourcing decisions (e.g. new
Enhanced company image/reputation
stations)
IATA Montreal 23 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 16-March-2010
National Aviation Authorities
List of supportive NAAs as of February 2010
National Aviation National Aviation
Country Country
Authority Authority
1 Austria DGCA 8 Jordan CARC
2 Belgium CAA 9 Lebanon DGCA
3 Canada TC 10 Macau CAA
4 Chile DGAC 11 Netherlands IVW
5 Ethiopia CAA 12 Nigeria NCAA
6 France DGAC 13 Russia MAK
7 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 Airport Authority Region Country Airport Authority
USA Seattle-Tacoma Netherlands Amsterdam Schiphol
International Airport Airport
North Europe
Canada Aéroports de Montréal Italy Venice Marco Polo
America (ADM) Airport
Canada Calgary Airport Authority Australia Adelaide Airport
Colombia Eldorado International Australia Melbourne Airport
Airport Australia Perth Airport
Asia Pacific
Ecuador TAGSA Aeropuerto de Australia Australian Airport
Latin America Guayaquil
& The Association
Caribbean El Salvador El Salvador Intl Airport Rep of Maldives Male International Airport
Honduras InterAirports S.A China Chengdu Shuangliu
Jamaica Montego Bay Airport China Capital Airports Holding
North Asia Company
Peru Lima Airport Partners
South Africa ACSA Airport Company Hong Kong Hong Kong Airport
Africa South Africa
IATA Montreal 26 16-March-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
ISAGO Audit Pool
IATA Montreal 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
Airline EU Airline US Airline MENA audits each year
- Pool members have unconditional access to audit
reports through audit reports sharing
Pool members are responsible for nominating
ISAGO Audit experienced and qualified airline auditors that
Pool conduct ISAGO Station Audits
- Airline auditors undergo an ISAGO training for auditors
GSP in EU GSP in ASPAC
…
IATA is responsible for:
- Pool management and administration
- Audit allocations
GSP in MENA GSP in NAM
IATA Montreal 28 16-March-2010
ISAGO Audit Pool : 40 member airlines
(As of February 2010)
Europe
-Adria -CSA
-Air France -KLM
-Alitalia -LOT
Russia / CIS
North America -Austrian -Lufthansa
-BA -Malev China /
-Aeroflot
-Air Canada -BMI -TAP North Asia
-Air Transat -Brussels -TAROM
-Continental Airlines -Cathay Pacific
-Delta -China Eastern
-Egyptair
-United
-Iran Air
Middle East / -Libyan Airlines
North Africa -Royal Air Maroc
-Royal Jordanian -Air India
Latin America -Saudi Arabian -Korean Air
& The Caribbean -Yemenia
Africa
-Air Namibia Asia Pacific
-COPA
-LAN -Air Zimbabwe
-Mexicana -Comair
-TACA -Ethiopian
-Kenya Airways
IATA Montreal 29 16-March-2010
ISAGO Audit Pool
4 in process of signing, 37 interested airlines
In the process of signing: Interested airlines:
Air Europa Malaysia Airlines
Aeromexico Air Mauritius MEA
ANA NWA
Avianca Atlas Air Olympic Airlines
Blue1 Regional
Blue Wings AG Qatar Airways
Etihad Airways Bmi Safair
China Airlines SAS Scandinavian Airlines
Qantas China Southern SATA
Continental Airlines Singapore Airlines
Cyprus Airways Srilankan Airlines
DHL Swiss International Air Lines
Emirates Syrianair
Estonian Air TAM
Finnair Thai Airways
Gulf Air TNT
Iberia US Airways
JAL Virgin Atlantic
Jet Airways
Kuwait Airways
IATA Montreal 30 16-March-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 ISAGO Training
IATA Montreal 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 M anual Section 3)
Course contents Training schedule
Requirements for operation management systems Beijing: 1-5 March 2010
Requirements for areas that will be audited Singapore: 17-21 May 2010
(e.g. ORM, LOD, PAX, BAG, HDL, AGM, CGM) Geneva: 26-30 July 2010
Relevance and meaning of programs, processes and Montreal: 15-19 November 2010
procedures […]
Consistent and standardized ISAGO auditing techniques
Q5 Electronic Audits System Consult the entire calendar at: www.iata.org/training
IATA Montreal 32 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 GSP’s viewpoint Geneva: 7-9 April 2010
ISAGO Standards and GOSARPS that will be audited Singapore: 24-26 May 2010
Q5 Electronic Audits System Geneva: 29 Sep - 1 Oct 2010
Preparing for an ISAGO audit Delhi: 10-12 November 2010
ISAGO registration, data management Beijing: 24-26 November 2010
Audit sharing, program administration […]
Consult the entire calendar at: www.iata.org/training
IATA Montreal 33 16-March-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
ISAGO
Program Status
IATA Montreal 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 % Russia & CIS
Europe 25 % Countries 4 %
China & North
Middle East & Asia 7 %
North Africa 23 %
Africa 10 %
Latin America &
The Caribbean 16 %
Asia Pacific 13 %
IATA Montreal 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
120
109
100
2009 Target 80
80
60
40
20
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IATA Montreal 39 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
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 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 Cycle Amount (US $)
Waived in
Headquarters/Regional/ 2 years 5 000 $ + 2009
Country travel/hotac
expenses
IATA Montreal 42 16-March-2010
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 1 year 250 $ Waived
Licence Fee (Q5 Systems)
IATA Montreal 44 16-March-2010
Introduction
ISAGO Model
ISAGO Documentation System
IOSA & ISAGO
ISAGO Insurance
ISAGO Benefits
ISAGO Audit Pool
Program
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
IATA Montreal 45 16-March-2010
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
IATA Montreal 46 16-March-2010
ISAGO Insurance Program
What’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 Elizabeth Holton
Director, Consultant,
Risk Management & Insurance Risk Management & Insurance
IATA IATA
Tel: +1-514-874-0202 ext.3598 Tel: +44-77-9877-1720
E-mail: gatesc@iata.org E-mail: E.holton@btinternet.com
IATA Montreal 47 16-March-2010
Introduction
IATA Ground ISAGO Model
ISAGO Documentation System
Operations Manual
IOSA & ISAGO
ISAGO Benefits
(IGOM)
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
ISAGO Insurance Program
IGOM
How to schedule an ISAGO Audit
Conclusion
IATA Montreal 48 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
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 50 16-March-2010
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 51 16-March-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
How to schedule
an ISAGO audit
IATA Montreal 52 16-March-2010
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
IATA Montreal 53 16-March-2010
How to schedule an ISAGO Audit
On the ISAGO Website – www.iata.org/isago
IATA Montreal 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 IOSA’s structure
ISAGO will establish a worldwide benchmark and standard for ground operations.
IATA Montreal 55 16-March-2010
ISAGO
IATA Safety Audit for Ground Operations
>> www.iata.org/isago
>> isago@iata.org
IATA Montreal 56 16-March-2010