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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

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

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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

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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

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Current situation

With ISAGO

Redundant audits

One Audit per GSP

ISAGO
System

-Fewer Audits per GSP

-Multiple Audits per GSP

-Audit sharing

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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

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ISAGO Model

IATA Montreal

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

16-March-2010

ISAGO Audits
Two-level audits
Corporate Audits

Corporate

Conducted by an auditor from an Audit Organization

Normally first audit activity for initial registration

Two-year audit cycle

Station Audits

Conducted by auditors from Pool Airlines

Normally accomplished after the Corporate Audit for


initial registration

Stations

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Two-year audit cycle for all stations (unless shorter


audit interval mandated for a station by Pool airlines)

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

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2 days

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3 days

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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

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

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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
Documentation
System
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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

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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

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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

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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

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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

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IOSA & ISAGO

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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

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

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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

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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
Benefits

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Benefits from ISAGO


For Airlines & Ground Service Providers
Airlines

Ground Service Providers

Reduction in ground ops incidents, accidents

and injuries

Reduction of personnel injuries

Audit sharing and system of registration

Standardization across multiple operations

Cost savings:

Less ground damage and fewer audits

Supports outsourcing decisions (e.g. new

stations)

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Reduction of incidents in ground ops

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Reduction in number of audits; lower costs


Lower costs = focus resources on operations
Enhanced company image/reputation

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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 ?

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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

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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

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Airport Authorities
List of supportive Airports as of February 2010
Region
North
America

Latin America
& The
Caribbean

Africa

Country

Airport Authority

Region

Country

Airport Authority

Netherlands

Amsterdam Schiphol
Airport

Italy

Venice Marco Polo


Airport

Calgary Airport Authority

Australia

Adelaide Airport

Eldorado International
Airport

Australia

Melbourne Airport

Australia

Perth Airport

Australia

Australian Airport
Association

USA

Seattle-Tacoma
International Airport

Canada

Aroports de Montral
(ADM)

Canada
Colombia

Europe

Asia Pacific

Ecuador

TAGSA Aeropuerto de
Guayaquil

El Salvador

El Salvador Intl Airport

Rep of Maldives

Male International Airport

Honduras

InterAirports S.A

China

Chengdu Shuangliu

Jamaica

Montego Bay Airport

China

Peru

Lima Airport Partners

Capital Airports Holding


Company

South Africa

ACSA Airport Company


South Africa

Hong Kong

Hong Kong Airport

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North Asia

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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 Audit Pool

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ISAGO Airline Audit Pool


Concept

Airline EU

Airline US

ISAGO Audit Pool Membership

- For now, membership is reserved to IATA members


- Pool members conduct an allocated number of station
audits each year

Airline MENA

- 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

ISAGO Audit
Pool
GSP in EU

GSP in ASPAC

- Airline auditors undergo an ISAGO training for auditors

IATA is responsible for:

- Pool management and administration


GSP in MENA

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- Audit allocations

GSP in NAM

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ISAGO Audit Pool : 40 member airlines


(As of February 2010)

North America
-Air Canada
-Air Transat
-Continental
-Delta
-United

Latin America
& The Caribbean
-COPA
-LAN
-Mexicana
-TACA

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Europe
-Adria
-Air France
-Alitalia
-Austrian
-BA
-BMI
-Brussels
Airlines

Middle East /
North Africa
Africa

-CSA
-KLM
-LOT
-Lufthansa
-Malev
-TAP
-TAROM

-Aeroflot

-Egyptair
-Iran Air
-Libyan Airlines
-Royal Air Maroc
-Royal Jordanian
-Saudi Arabian
-Yemenia

-Air Namibia
-Air Zimbabwe
-Comair
-Ethiopian
-Kenya Airways

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Russia / CIS
China /
North Asia
-Cathay Pacific
-China Eastern

-Air India
-Korean Air

Asia Pacific

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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

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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
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 Training

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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

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)


Relevance and meaning of programs, processes and
procedures
Consistent and standardized ISAGO auditing techniques
Q5 Electronic Audits System

Geneva: 26-30 July 2010

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Montreal: 15-19 November 2010

[]
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

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

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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
Program Status
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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

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ISAGO Audits Snapshot


North America 2 %
Europe 25 %

Russia & CIS


Countries 4 %
Middle East &
North Africa 23 %

Latin America &


The Caribbean 16 %

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China & North


Asia 7 %

Africa 10 %
Asia Pacific 13 %

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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

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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)

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2009 ISAGO Audits


109
2009 Target

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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

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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
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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

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Cycle

Amount (US $)

2 years

5 000 $ +
travel/hotac
expenses

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Waived in
2009

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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


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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 $

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Waived

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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 Insurance
Program

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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

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ISAGO Insurance Program


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

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IATA Ground
Operations Manual
(IGOM)

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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

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

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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

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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

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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
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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

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How to schedule an ISAGO Audit


On the ISAGO Website www.iata.org/isago

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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.

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ISAGO
IATA Safety Audit for Ground Operations

>> www.iata.org/isago
>> isago@iata.org

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