newsletter THE NEW ISAGO WHAT S IN IT FOR THE GSP? ABOUT

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1 newsletter May 2017 ABOUT This newsletter is produced by the IATA ISAGO team to deliver information of interest and regular news updates and developments on the ISAGO program. In September 2017, changes to the management of the IATA Safety Audit for Ground Operations (ISAGO) will be introduced. The new program, which will apply to all audits scheduled in 2018 and thereafter, aims to improve the quality of audits and enhance benefits. Under the new ISAGO program a Ground Service Provider (GSP) will initiate the registration process by applying online for the audit of its headquarters and nominated stations. At least one station has to be nominated and, also as part of an initial application, the GSP has to submit details of its organization. This is called the Organization Exposition and includes details such as the key roles and responsibilities within the company and lists of ground operations provided and customer airlines. This information is used by IATA in confidence to verify the scope of the audits and the applicability of the standards to be audited. Initial ISAGO registration will be given for a period of three years, station accreditation for two years. Closure of all findings is needed within six months of the initial audits for ISAGO registration and station accreditation. Thereafter, the GSP is expected to maintain its policies, programs and procedures in conformity with the standards throughout the registration and accreditation periods and hence upon each renewal before the period expires. The GSP must maintain at least one station accreditation to maintain its ISAGO registration. The new ISAGO audit program will introduce a fundamental change in the focus of the audits and the alignment of headquarters and station activities. The current practice of independently auditing headquarters and stations will cease. From January 2018, for ISAGO registration purposes, the headquarters will be audited first and the focus will be on the corporate policies, programs and procedures in place within the organization to perform ground operations at all its stations. THE NEW ISAGO WHAT S IN IT FOR THE GSP?

2 There will be an emphasis on standardization and documented processes and procedures throughout the organization. Documentation references will be assessed and recorded in the headquarters audit report for use during subsequent station audits to demonstrate the management and control the GSP has over its ground operations at all its stations. A subsequent station audit will therefore focus less on documentation reviews and more on local implementation, addressing airline and station variations and the system the GSP has in place to manage those deviations from the corporate procedures. Wherever possible, sampling techniques will be employed, to reduce the amount of time needed to audit, and recorded in the audit report. The audit report itself will contain more detail on the assessment of conformity. A combined audit under the new model will only apply to a GSP that has only one station worldwide and the headquarters is sufficiently close to the station to allow both the headquarters and station aspects to be audited during the same audit. The ISAGO registration and station accreditation period granted to a GSP by way of a combined audit will be simultaneous and for two years. GSPs will pay for the cost of the ISAGO audits. The cost comprises auditor professional fees, travel and accommodation for the auditors while onsite and administration charges. The auditor professional fees are based on a predetermined amount of time (in audit days, see right) allocated to the audit of each ground operations discipline plus an additional four audit days for the time allocated to prepare for the audit, to close findings and to produce the audit report. An auditor will be paid a flat fee (700 USD) for each assigned audit day. The cost charged to the GSP for an audit will therefore depend upon the scope of the audit, and the number of auditors involved and the cost of transporting and accommodating them onsite. Excluding travel and accommodation the cost of a full scope (all six ISAGO disciplines) audit will be about 10,750 USD. All audits, headquarters and station, include the audit of the GSP s Organization and Management (ORM). An audit with a single operational discipline only, for example cargo (CGM), will cost about 7,600 and 7,250 USD for a headquarters and station audit respectively. Worked examples based on current fees are provided right. Note that the time allocated to the audit of each discipline is subject to review after IATA conducts trial audits in July, Audit Scope (Discipline) Headquarters Registration Audit Days Station Accreditation Audit Days ORM LOD PAB HDL AGM CGM Plus 4 audit days for pre and post audit activities

3 A contracted IATA Agent (GOA) will work with the GSP to secure the best deals for travel and accommodation, including finding conveniently located auditors. The administration charges (for IATA and GOA services) are charged at a flat rate (currently 1,000 USD each) and are also subject to review. All charges and fees will be reviewed periodically to remain consistent with the principles of high quality audits and value for money. The ISAGO audit report is finalized once all findings are closed. The relevant GSP will own the content of the audit report; however, its distribution will be closely controlled by IATA, in collaboration with the GSP. Informative details will be published on IATA s public website but GSPs will be able to share their ISAGO registration and station accreditation details with interested parties without infringing the distribution controls. The GOA will also be the GSP s liaison for all audit administration matters. If a problem is encountered or there are audit logistics to discuss then the GOA will be the first point of contact. A GSP s comments and feedback on the audit is an essential element of the continuous improvement program and the evaluation of auditors and GOA performance. In addition, IATA is developing tools to analyze the results of the audits to determine efficiency improvements to the audit program and safety improvements to the standards. Full details of the ISAGO program are outlined in the ISAGO Program Manual (GOPM). A preview release of the GOPM for the new ISAGO program is available to view on the IATA website. For more information, visit our website or contact your IATA regional office or (see over). It is important to remember that GSPs and stations that are ISAGO registered demonstrate a better safety performance (any ground damage that occurred was of less severity) and better safety reporting (indicating an improved safety culture) compared to GSPs or stations that are not ISAGO registered. This information comes from analysis conducted by IATA annually since 2015 using data in the IATA Ground Damage Database. The annual analysis is conducted as part of the continuous ISAGO performance measurement program, enhanced in the new ISAGO program. Furthermore, the Standards Manual (GOSM) incorporates the phased implementation over the next two years of safety management systems (SMS) in ground operations, which is an industry first, to complement the SMS already in place in all other areas of aircraft operations. The ISAGO SMS standards are fully compliant with those specified by the International Civil Aviation Organization in global regulations for aircraft and airport operations and adopted by ICAO s member states. IATA tracks (and in many areas contributes) to the development of ICAO safety management regulations and other provisions, such as those currently in development for ground operations. A GSP that has ISAGO registration is therefore well placed to meet any SMS requirements of an aircraft or airport operator or state. DON T FORGET Full details of the new ISAGO are provided on our website and in the first edition of the new ISAGO Program Manual (GOPM). Download it HERE

4 The benefits of ISAGO extend beyond safety. Aircraft operators, and some airport and state authorities, require GSPs to demonstrate that the ground operations provided are safe and compliant with applicable requirements. A GSP with multiple stations contracted to provide ground operations for multiple aircraft operators will be subjected to many audits. The larger GSPs will endure hundreds of audits each year. The audits may vary in style and scope but a large percentage will cover the same areas. These duplicate audits are a tremendous burden on the GSP, diverting staff resources from management and operational duties. Audits may still be necessary but a single ISAGO audit covering the ground operations specified in the GOSM could replace those audits, or the duplicated audit areas. Even the latter scenario brings substantial benefits to the GSP. IATA is committed to working with regulators, including through representation in ICAO, to achieve recognition of ISAGO as an industry alternative thereby relieving aircraft operator s unnecessary audits. IATA is also exploring extending the range of ground operations included within the scope of ISAGO to further entice the aircraft operators to reduce duplicate audits. WHAT S COMING SOON? IATA will open the 2018 audit application process in June. GSPs that have existing ISAGO registrations due to expire in 2018 will be notified by IATA with details of how to convert the renewal audits to suit the new model. All audit applications, including for initial ISAGO registration or station accreditation, have to be submitted before the end of August. Responses to the invitation to become an ISAGO Agent (GOA) have been received and are being assessed. In September, the 2018 audit applications will be processed and allocated by IATA to each contracted GOA. The GOAs are responsible for the development of the audit schedule, published by 15 December each year. The GOA will do all it takes to address the audit date requests and suitable auditor availability. GSP customer satisfaction is the primary goal for the GOA. More details will be provided in the newsletter next month.

5 REGIONAL WORKSHOPS IATA is conducting a series of workshops around the globe to outline the new ISAGO program in detail and discuss how the changes will affect airlines, ground service providers, airports and regulators. The workshops allow stakeholders to ask questions and let their voices be heard. So far, workshops have taken place in Johannesburg, Sydney, Abu Dhabi, Singapore, Paris, Haikou, Miami and St. Petersburg. Through the followup surveys, IATA will further address the feedback received from the workshops for improvement of future workshops and the finalization of the ISAGO Program Manual and associated agreements. Check here for the REGISTRATION AND WORKSHOP AGENDA. TO COME... We hope that you find this newsletter useful. We plan to issue this newsletter monthly, and include items of interest and new developments. Abu Dhabi and Miami! To come, we will feature: New Charter of Professional Auditors (CoPA) application The next scheduled workshops will take place in 1. SÃO PAULO, BRAZIL Date: 17 May 2017 from Venue: São Paulo-Guarulhos Airport, Auditorium, Terminal 2, Wing B, Boarding Level - Mezzanine Rod. Hélio Smidt, s/n -Cumbica, Guarulhos-São Paulo, , Brazil Contact Sofia Abreu at abreus@iata.org 2. ACCRA, GHANA Date: 12 June 2017 from Venue: GCAA Training Academy Kotoka International Airport Contact Ranganai Dandajena at dandajenar@iata.org 3. CASABLANCA, MOROCCO Date: 18 July 2017 from Venue: Farah Golden Tulip Hotel Contact Jehad Faqir at faqirj@iata.org New Auditor Discipline Specific Computer Based Training (CBT) Audit Application Process and MORE MORE INFORMATION CONTACT US