Day01 04 IATA Acosta

ISAGO Overview
IATA Safety Audit for

Ground Operations
Presented by:
Gabriel Acosta C.
Safety Manager for
LATAM/CAR
IATA Miami
2 June 11 IATA 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 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
Evolution of Ramp Handling
Ground damage
Direct 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 situation
Redundant audits
-Multiple Audits
ISAGO Target
Fewer Audits per GSP
-Fewer Audits
-Audit sharing
13 June 11 IATA 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 Audits
Two-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 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 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 CorporateAudit + 1 StationAudit = Registration
ISAGO Registry
ISAGO Registry page on 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 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
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 J AA/EASA and/or FAA Regulations
Industry-proven best practices
GOSM 2
nd
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
GOSM 2
nd
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
IATAs 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 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)
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 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 ?
ISAGO Audit Pool
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
Conclusion
ISAGO Airline Audit Pool
Concept
Airline EU Airline MENA Airline 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 / CIS
5
3
6
Latin America
& The Caribbean
3
China /
North Asia
3
15
Asia Pacific
2 4
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 airlines
As 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)
ISAGO Training
ISAGO Training for Ground Service Providers (GSPs)
Course contents Training schedule
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
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
ISAGO
Program Status
Introduction
ISAGO Model
IOSA & ISAGO
ISAGO Benefits
ISAGO Audit Pool
ISAGO Training
Program Status
ISAGO Costs
Conclusion
0
0 3
ISAGO AUDITS SINCE 2008
ISAGO Program Status
As of April 2011
0
7 2
ISAGO TRAINED AUDITORS
1
4 0
ISAGO AUDIT POOL MEMBERS
0
5 0
REGULATORS / AIRPORT AUTHORITIES SUPPORTING ISAGO
ISAGO Pool and Registrations
North America
Europe
North Asia
30%
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 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 $)
Headquarters/Regional/Country 2 years 5 000 $ +
travel/hotac expenses
IATA will be
covering the HQ
Audit costs for
2011 (5000$)
Audit Costs
Corporate 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 Costs
Station 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
50 June 11 IATA Montreal 50 50
Corporate Audits
Station and Combined Audits
Cost structure
2011
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
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
Whats 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: E.holton@btinternet.com
Carole Gates
Director,
Risk Management & Insurance
IATA
Tel: +1-514-874-0202 ext.3598
E-mail: gatesc@iata.org
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: isago@iata.org
On the ISAGO Website www.iata.org/isago
On the ISAGO Website www.iata.org/isago
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.
>> www.iata.org/isago
>> isago@iata.org

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ISAGO Overview

IATA Safety Audit for

ISAGO Audit Pool Membership

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