(2008-2017)

(2018 and Beyond)

Audit Program Management
Abu Dhabi
5 April, 2017
ISAGO Workshop Perception Expectation
 Who are we?
 Why are we here?
Need

3
 Agenda
Module 1
 ISAGO – 9 Years of History
 Why is there a need for change?
 What will the new ISAGO look like?
 What will happen this year? Transition Plan

4
 Agenda
 Module 2 – What is CoPA?
 Module 3 – How will the new model work for operators?
 Module 4 – What changes are in store for providers?
 Module 5 – What are the benefits for other stakeholders?

5
 Agenda
Module 6
 IATA Integrated Solution for Ground Ops
 Let’s complete the picture
 What will be the impact on IGOM, AHM and GDDB

6
Agenda
Survey

8
(2008-2017)

(2018 and Beyond)

9 Years of History
Module 1
ISAGO – What is it ?
A structured program for the audit of Ground
Service Providers (GSPs) against internationally
recognized management and standards
using trained and experienced auditors

A system for the registration of GSPs that meets

standards and for the sharing of audit reports

11
 Before ISAGO Target
Redundant Audits Fewer Audits per GSP

 Multiple audits of  Shared Audit Reports

the same scope  Fewer Audits

12
 ISAGO Airline Audit Pool Concept
Airlines …
EU US MENA

GSPs  ISAGO Audit Pool Membership

 Auditors
ISAGO Audit  IATA’s Responsibilities
EU ASPAC
Pool

MENA NAM
13
 ISAGO Standards Manual
Audit Scope
Section 1 ORM - H Organization and Management System (HQ)
Section 1 ORM - S Organization and Management System (ST)
Section 1 ORM - HS Organization and Management System (Combined HQ+ST)
Section 2 LOD Load Control
Section 3 PAB Passenger and Baggage Handling
Section 4 N/A *Left Open*
Section 5 HDL Aircraft Handling and Loading
Section 6 AGM Aircraft Ground Movement
Section 7 CGM Cargo and Mail Handling

14
 IOSA & ISAGO
Audit Scope
IOSA Standards Manual
ORG Organization and Management ISAGO Standards Manual
FLT Flight Operations ORM Organization and Management
DSP Flight Dispatch LOD Load Control
MNT Aircraft Eng. and Maintenance PAB Passenger and Baggage Handling
CAB Cabin Operations HDL Aircraft Handling and Loading
GRH Aircraft Ground Handling AGM Aircraft Ground Movement
CGO Cargo Operations CGM Cargo and Mail Handling
SEC Operational Security

15
 ISAGO Audit Structure & Registration
Corporate Office Station Co-located/Combined
(Headquarters) (Corporate + Station)


ISAGO Audit + ISAGO Audit 
16
 Headquarters Audits Station Audits Combined Audits
Conducted Auditors from Audit Auditors from Pool Airlines Auditors from Pool Airlines
by Whom Organizations accredited by IATA

First Audit Activity for Initial Accomplished after the Corporate Headquarters and Station at the
When Registration Audit for Initial Registration Same Time

2-Year Audit 2-Year Audit Cycle for Both the

Cycle 2-Year Audit Cycle Cycle for All Stations Headquarters and the Station

Typically 2 Days Typically 4 Days Typically 4 Days

Duration
(1 Auditor) (3 Auditors – Full Scope) (4 Auditors – Full Scope)

USD 5,000 Free of Charge if Performed under Free of Charge if Performed under
(Professional Audit Fee) Pool Concept Pool Concept
Cost
+
Up to Another USD 5,000 Variable Fee if Performed under Variable Fee if Performed under
(Variable Fee) Off-Pool Concept Off-Pool Concept

Manuals ISAGO Standards Manual (GOSM) and ISAGO Program Manual (GOPM)

Findings must be Addressed and Closed within 6 Months (Initial Audit)

Closure
Renewal Audits: Findings
17 must be Closed Prior to Expiry Date
 ISAGO Registry
Found on ISAGO Intranet

01
02

03

18
ISAGO Registry
Access Link

19
 Pool Audits Off-Pool Audits
GSP Serves at least 1 ISAGO PM GSP does not serve any ISAGO PM
at the location to be audited at the location to be audited

Audit Request is filed by September 30th Request is filed at the same

of the year preceding the audit year the audit takes place

 
Performed by ISAGO Performed by AO or ISAGO
PM free of charge PM on a commercial basis

20
 Website update
for Airlines, GSPs, Airlines
Pool Registry AOs Auditors
Management Update
Allocation
Bidding Off-pool
AO Auditors
Process Audits
Pool
Agreements Management
Off Pool
Program Agreements Processing
Performance Processing E-mails
Update Standards
Program Management
Requirements
Management
Typical ISAGO Team Member
21
 Steady Growth
500
428
400 351
298 276
300
237 217
196 187
200 163

100

0
2014 2015 2016

Total Registrations GSPs in the Registry Airports Worlwide

22
ISAGO Registry

24
 Value to IATA Membership
Regulatory Endorsements
Europe
France
North America Ministry of North Asia
Turkey Transport Austria
FAA Taiwan
Belgium
Transport Canada United Kingdom Hong Kong
Latvia
ECAC Macau
Netherlands
MENA
Africa Jordan
Asia Pacific
Latin America Ethiopia Lebanon
Singapore
Guatemala Mexico Nigeria Kuwait
Costa Rica Autoridad Aeronautica UAE
Chile Civil Panama Oman Ministry of Transport
Peru

25
 Value to IATA Membership
Airports and Airport Authority Endorsements
Europe RUS/CIS
North America Amsterdam London – Heathrow Kiev
Seattle Moscow – Domodedovo North Asia
Venice FINAVIA
Montreal Yekaterinburg – Koltsovo Hong Kong
Copenhagen Cluj-Napoca
Toronto Group of Airports – LLC Basel Hebei
Roma – Fiumicino Larnaka
Calgary Aero Chengdu
MENA Beijing
Jordan
Latin America Lebanon
Antigua & Barbuda Bogota Kuwait Asia Pacific
Guayaquil Cartagena UAE Singapore
Lima Quito Africa Oman Melbourne Australian Airport Association
El Salvador Suriname South Africa’s Airports – Perth Male
Montego Bay Honduras Airports Company South Africa Adelaide Mumbai
Mexico Brisbane

26
450
400
Unsustainable Growth 428

351
350
298
300
253 252
240
250 215
193
200 175
155
150 108 116105
134
121

100
37 35 37 38 35 44 44 43 41
50 22 28
2
0
2008 2009 2010 2011 2012 2013 2014 2015 2016

Pool Members Audits Performed Stations on the Registry

27
 ISAGO – A Need for Change
 Resource Challenge
 Auditor’s Qualifications and Independency
 Simplification
 Customer Focus
 Shared Cost
 Audit Scope Expansion
 IATA Control

28
 The New ISAGO – Project Approach
 2014 – SWOT Analysis Completed
 2015 – New Solution Proposed
 Project 2016-2017 – Development of New Model
 September 2017 - Launch
 2018 – New Audit Model Operational

 In the meantime, ISAGO Strategy (2013-2017) Continues

29
30
 The New

What Will it Look Like?

ISAGO – New Operational Audit Model
Professionals Entities Contracted
GSP Audit Requests
Trained and
Qualified by IATA
by IATA to
Administer Audits
– Annual Allocation Funding

GOA Audit
IATA Registration GSPs
Charter GOA Fees
of IATA
Airlines
Professional GOA Audit Report Purchase of an
Auditors Sales Audit Report
GOA

IATA Administration and Oversight

32
 New ISAGO – CoPA Qualification Process
Charter of Professional Auditors (CoPA)
Qualification process
Training
Authorizations for specific disciplines
CoPA Membership
Initial membership
Annual review

33
 New ISAGO – Extended IATA Management
Contracting of ISAGO Agent(s) (GOAs)
GOA Tender
2-Year Contract
Responsibilities
ISAGO Audit Performance Oversight
Assessment managed by IATA

34
 New ISAGO – Registration Scheme
ISAGO Registration of GSP
Stations are accredited under corporate registration
Registration 3-Year Period
Station Accreditation 2-Year Period
HQ Audit
Station Audit

35
 Cost Breakdown
Primary Costs
 Professional Fees (Set Rates)
 Lead Auditor (Pre- and Post-
Audit Activities)
 Auditor (per Discipline)
 Other Costs
 Travel/Accommodation
 GOA/IATA Administration
Covered by Provider
36
Secondary Costs
 Administration (Set Rates)
 IATA (Program Management:
Development, Allocation, Audit
Software, Digital Transformation,
CoPA Administration, Training,
Program Oversight)
Covered by Airlines
GOPM (Ed. 1) Preview Release

Can be found at
www.iata.org/isago

37
(2008-2017) (2018 and Beyond)
 Challenges
Airline Buy-In/Commitment
Value for GSPs
Value for GOA
Maintaining Audit Demand
Maintaining Audit Quality
Achieving/Proving Safety & Cost Benefits

39
40
 Communication
Website
Newsletter
Workshops
Social Media
Events (IGHC, OPS, AGM, etc.)
Publications – CoPA, Operators & Providers

41
We Partner for Mutual Benefit

42
We Champion the Global Big Picture

43
We Build Standards Through Expertise

44
 Stakeholders

We Act with Simple Human Touch

45
46
Charter of Professional Auditors
Module 2
Charter of Professional Auditors – CoPA
Qualification Process managed by IATA
Training provided by IATA
Authorizations for specific disciplines
Open to all applicants who meet the criteria

48
CoPA – Prerequisites
GOPM Section 5
Education
Experience

49
 CoPA – Prerequisites
Education
Secondary Education – AND
Formal Auditor Training – AND
SMS Training based on ICAO Provisions

50
CoPA – Prerequisites
Experience
General Experience – AND
Discipline Specific Training

51
 General Experience
Operational Experience
≥4 years overall operational experience – AND
Active >12 months within last 24 months – AND
≥4 audits (≥1 within last 12 months) in ground operations

53
 General Experience
Auditing Experience
≥4 years experience within IOSA scope – AND
Completed ≥10 audits within last 4 years
(≥4 audits within last 12 months)

54
 Discipline Specific Experience

2 Years of Operational 10 Audits in the

Experience in the OR Specific Discipline
Specific Discipline

55
 Discipline Specific Experience
For ORM Qualification
Completed ≥10 audits in ground operations – AND
≥2 years experience in relevant management role

56
 CoPA – Auditor Qualification Process
Step 1 – Application & Initial Assessment
Through CoPA Portal
IATA Interview (Pre-assessment)
Step 2 – Discipline-Specific Training
CBT Modules
Post-Training Assessment
57
CoPA – Auditor Qualification Process
Step 3 – ISAGO Auditor Training
Classroom
Step 4 – Evaluation Audit
On-Site Assessment
58
 CoPA Membership
Recurrent Training
Minimum number of Audits
Independent Performance Assessment

59
 CoPA Fees
CBT Trainings:
ORM – 600 USD
All other disciplines – 300 USD
Minimum of 2 disciplines

60
 CoPA Fees
Classroom Trainings:
Initial Auditor – 1,800 USD
Lead Auditor – 1,700 USD
Evaluation Audit:
Cost of travel and accommodation
61
CoPA Fees Example – Full Scope Auditor
 5*300 = 1,500 USD + 600 USD (ORM) = 2,100 USD
 Classroom Auditor = 1,800 USD
 Travel Cost = ~ 4,000 USD
 Total = ~ 7,900 USD
 Cost can be recovered after first few ISAGO audits
62
 FAQ
Who can apply?
Airline Auditors
GSP Auditors
Anyone else who meets the criteria

63
 FAQ
Can I register for the ISAGO CBT
and classroom courses myself or
must I be nominated?

64
 FAQ
Do ISAGO Provider’s
Internal Auditors require to
go through a CBT course?

65
 FAQ
If I am employed by an airline,
GSP, or other organization and I
become a CoPA member, will I
have to leave my job and enter a
contract with a GOA?
66
 FAQ
More FAQ are reported in the
ISAGO New Operational Model
“FAQS” page

67
68
How will it work for Operators?
Module 3
 Today vs. Tomorrow
ISAGO Pool Member ISAGO Participation
 Must nominate resources  Will need to pay a fee to support
 Must train resources and maintain the program management
their currency  ISAGO system will take care of
 Must perform audits (incurring their oversight audits in ground
costs) operations
 Must dedicate time to ISAGO audit
follow up

70
 Operator will:
Have access to all reports – OR
Be able to purchase individual reports

Operators will maintain their responsibility for

monitoring of outsourced external providers in
ground operations.
71
 Operator will:
Be asked to incorporate ISAGO into their monitoring
system for outsourced operations – AND
Report back deficiencies they may experience with
ISAGO registered providers

72
 Operator can:
Nominate/support their auditors
Participate in GOC and further enhance ISAGO

73
 Operator shall:
Modify internal oversight system
Incorporate ISAGO requirements
Seek CAA acceptance

74
 Operator shall:
Submit list of providers and services
Introduce plan for scalable ISAGO adoption
Have a monitoring system
Report back any deficiencies in ISAGO system

75
 Operator shall:
Pay the fee of 20,000 USD annually
– for all reports
Purchase individual reports – 1,500 USD
Ensure return on investment  increase
available ISAGO reports

76
 Operator must:
Reduce duplicate oversight audits
Establish KPI to measure reductions

77
Did we address the challenges of today?
Lack of qualified & overall staff
No time to dedicate to ISAGO audits
and its follow-up
Can’t audit specific providers

78
 Did we address the challenges of today?
Can’t travel to specific IATA management and
destinations oversight of auditors
Being busy with IOSA CoPA transparent membership
Challenges with auditors conditions
and their results Focus on operational/ auditing
knowledge and experience
79
Did we address the challenges of today?
No travel budget
20,000 USD – less than what you spend today?
Increasing the value for your airline

80
Did we address the challenges of today?
CAAs not supporting the concept
CAAs must be part of the game
CAAs benefit from additional safety
assurances (ICAO State Safety Program)
Open dialog
IATA support
81
Did we address the challenges of today?
ISAGO doesn’t cover the entire ground operations
area
Still need to audit
If I have a safety challenge, I must go back to
auditing
Verification audit of the provider

82
 ISAGO Added Value – SMS
Implementation of Industry based
ICAO-compliant Focused on safety
standards > 2019 improvement of your
Global footprint business
Ahead of IOSA Independent
Compatibility with your assessment
SMS requirements
83
What changes are in store for Providers?
Module 4
 ISAGO Registration and Station Accreditation
Registration for Provider as an organization
Validity – 36 months
Station accreditation for registered Provider
Initial must be within 4 months from MHQ
Validity – 24 months
Registration/accreditation counts from on-site closing meeting

86
ISAGO Registration and Station Accreditation
Audit closure period – up to 6 months
Initial and renewal – same closure period
Renewal audit shall start 6 months before expiry
All renewal audits must be closed

87
ISAGO Registration and Station Accreditation
Provider’s exposition
Submit profile of your company
Station network
On-line, live maintenance
Reporting any changes

88
 Corporate Audit (HQ)
Applicable to Provider with multiple station operations
Full scope audit – ORM and applicable Ops disciplines
ORM – Documented and Implemented
Ops discipline(s) – Documented
Pre-onsite documentation assessment
Focus on HQ oversight
89
 Station Audit (ST)
Applicable to Provider with multiple station operations
Scope of the audit depends on operational profile
ORM – Always in scope
Focus on implementation of processes
Observations and sampling

90
 Station Audit (ST)
Documentary references from HQ audit will be used
Level of internal conformity will be assessed
Station variation will be assessed
Local specifics will be addressed
Focus on alignment between HQ and ST

91
 Combined Audit (CT)
Applicable to Provider with only one station
24 months validity

92
Audit Scope Headquarters Station Accreditation
(Discipline) Registration Audit Days* Audit Days
ORM 3.0 2.0
LOD 1.0 1.0
PAB 1.0 1.0
HDL 1.5 1.5
AGM 1.0 1.5
CGM 1.0 1.5
*includes time assigned to a discipline and taken by a pre-onsite
headquarters audit documentation assessment
93
 Audit Fee
Based on mandatory man-days
700 USD per man-day
Four additional man-days to Lead Auditor
GOA and IATA admin fee 1000 USD each
Auditor travel and accommodation

94
 Audit Fee – Example 1
Full Scope HQ Full Scope ST
8.5*700=5,950 8.5*700=5,950
4.0*700=2,800 4.0*700=2,800
2*1,000=2,000 2*1,000=2,000

TOTAL: 10,750 USD TOTAL: 10,750 USD

+ travel & accommodation
95
 Audit Fee – Example 2
HQ – CLC ST – CLC
4*700=2,800 3*700=2,100
4.0*700=2,800 4.0*700=2,800
2*1,000=2,000 2*1,000=2,000

TOTAL: 7,600 USD TOTAL: 6,900 USD

+ travel & accommodation
96
 Audit Fee – Example 3
HQ – Cargo Only ST – Cargo Only
4*700=2,800 3.5*700=2,450
4.0*700=2,800 4.0*700=2,800
2*1,000=2,000 2*1,000=2,000

TOTAL: 7,600 USD TOTAL: 7,250 USD

+ travel & accommodation
97
 Audit Fee – Example 4
HQ – HDL, AGM ST – HDL, AGM
5.5*700=3,850 5*700=3,500
4.0*700=2,800 4.0*700=2,800
2*1,000=2,000 2*1,000=2,000

TOTAL: 8,650 USD TOTAL: 8,300 USD

+ travel & accommodation
98
 ISAGO Registry
Public with full registration/accreditation details + certificate
Audit report owned by the Provider
IATA custodian of the report
Sharing system for the reports
IATA manages report sharing with Provider’s consent, ALWAYS

99
 Audit Report Sharing
Access to reports for airlines Access to the reports for
Subscription fee Airports
Purchase individual report  Participating Airport
(request to IATA)
Access to the reports for
Regulators  Non-participating Airport
(purchase)
Via Operator or Provider

100
 Verification Audit
Could be triggered by:
Provider’s reporting responsibility
Airline/Airports/CAA challenging the audit report or
a provider’s ongoing conformity to the GOSARPs

101
 Audit Application, Allocation & Scheduling
Audit Application, Allocation & Scheduling Audit application
from January – 31 July
August to December – regular application – closed
Additional application to be processed ad hoc
Audit Agreement to be signed by IATA/Provider any time
prior to 15 August

102
Audit Application, Allocation & Scheduling
Audits allocated to GOA – 30 September
Preliminary schedule (GOA and Provider) – 31 October
Confirmed date of audit – 15 December
Invoicing calendar – TBD

103
Audit Application, Allocation & Scheduling – 2017
Audit application from 1 May to 31 August
Audit Agreement to be signed any time prior 15 September
Invoicing calendar – TBD

104
 ISAGO Value for Providers
Safety benefits
Registration scheme
Global standardization and harmonization
System for assessment and validation of SMS
Cost reduction
Self-regulating environment

105
ISAGO Registered Provider - Performance

106
What are the benefits for other Stakeholders?
Module 5
 What’s in it for me?
Self-Regulatory environment Transparent Registration
Reduction of risk in Ground scheme of Providers
Operations Validation of SMS
Driving global harmonization implementation by Providers
and standardization Contribution to State Safety
Cost sharing model Program
Regulator

109
 Cooperation with ISAGO
Observe audit Contribute to ISAGO
Become a CoPA auditor program requirements
Accept ISAGO system as Share information – trigger
alternative/acceptable verification audit
means of compliance to Access Audit Report
Operator’s and Airport’s
Regulator
oversight programs
110
 Workshop Feedback – Online
Once completed, workshop material will be sent

112
IATA Integrated Solution for
Ground Operations
Module 6
 Integrated Solution
Regulatory Operational
Environment and Procedures
Framework •Procedures
•Standards •Job cards
•Policies
AHM IGOM

GDDB/ ISAGO
GADM
Hazard
Identification Verification
•Data analysis •Audit
•Feedback •Registration
 ISAGO & IGOM
Designed to work together
 Mutual benefit relationship between ISAGO & IGOM
programs:
IGOM simplifies ISAGO audit
IGOM = source of technical checklist of ISAGO
Ultimate goal = ISAGO checklist based on IGOM procedures
 AHM
ISAGO & IGOM
ICHM

ULDR

Live Animals, Perishables…

DGR
 Common Strategy – Key Elements
Structure and content alignment
Alignment of scope enhancements
Common ISAGO and IGOM implementation targets
Data Management Approach
IGOM Overview

IATA Ground Operation Manual

( IGOM )

118
119
 IGOM IATA Members Registry Growth
70
62
60 57
54
51
50
43
37 39
40 34 35 35

30 25 26
22
20
10
0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan
121
 IGOM GSPs Registry Growth
90 82
79
80 74
68
70
60 56
50 43 45
40
30
20
10
0
Aug Sep Oct Nov Dec Jan Feb
123
ISAGO vs. IGOM / AHM Alignment
 ISAGO vs. IGOM / AHM Alignment
GOSM Vs IGOM Alignment % (Ed. 5)
100
80
80 62
58 62
60 54

40 31 33
27
18 12
20 8 8 10 12
5
0
PAB LOD HDL AGM CGM
Not Aligned Partially Fully
 IGOM Working Plan – 2017
Revision of Chapter 5 Load Control
Elevating equipment procedure
Main gear towbarless tractor procedure
Propeller aircraft specific procedures

126
 IGOM Working Plan – 2018
Restructuring of Chapter 3 Cargo
Development of De-Anti Icing Chapter (new)
Specific all-cargo aircraft loading procedures
Fueling supervision

127
 IGOM Working Plan – 2019
Inclusion of State variations (IGOM Portal)
Review and address new advanced
technologies in Aircraft/Airport
infrastructure/GSE

128
 ISAGO & IGOM Working Plan – By 2019
 Revised LOD Section and Chapter 5 in IGOM
 Revised elevating equipment procedure
 Add catering companies standards
 Development of de-anti icing section and chapter
 Harmonized drinking water procedures
 Revised CGM Section and Cargo Section in IGOM and ICHM

129
STANDARDS THROUGH EXPERTISE GLOBAL BIG PICTURE
PARTNER FOR MUTUAL BENEFIT SIMPLE HUMAN TOUCH
GOMs & IGOM

131
 GADM
Ground Damage Database (GDDB)
 Global Aviation Data Management (GADM)

FDA Accident FDX GDDB STEADES

Web-based Flight Database of Database of FDA and Database of ground Database of airline
Data Analysis service commercial aviation FOQA type events damage incident incident reports
accidents reports

Individualized Data used to

Airline Service
on comm/cost
create the IATA Global Data Exchange Programs
Safety Report
recovery basis
 GDDB Purposes
 Integrate & share ground damage information
 Identify trends and contributing factors through analysis
 Analysis is shared
 Goal is to interpret and use data to
improve safety and reduce damage
and costs

147
 GDDB Six Monthly Analysis Report
 GDDB tracks key damage attributes
 Provides insight into the data

Top 15 Equipment - Excluding Minor Severity

150
 GDDB – Making a Difference
GDDB data used to confirm 3 pieces of
equipment that cause the most damage
GDDB data shows that ISAGO GSPs have a better
reporting culture = less severe damage outcome
when damage occurs

152
 Integrated Solution
Regulatory Operational
Environment and Procedures
Framework •Procedures
•Standards •Job cards
•Policies
AHM IGOM

GDDB/ ISAGO
GADM
Hazard
Identification Verification
•Data analysis •Audit
•Feedback •Registration