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Ground damage costs the industry billions of dollars per
year and was the third most common type of accident after
gear-up landings or gear collapse, representing 13% of
accidents during the period of 2008-2012. IATA continues
to develop the Ground Damage Database (GDDB) to collect
and analyse reports of ground damage from participating
operators and ground service providers, IATA has also
put a big emphasis on the implementation of integrated
solutions for ground operations to cover:
The standardization of the ground operations procedures via development and continuous update of
IATA Ground Operational Manual (IGOM)
IGOM was developed in response to industry demands for enhanced safety as well as damage reduction in ground operations. IGOM covers the complex series of processes required to separate an aircraft from its load (passengers, baggage, cargo and mail) on arrival and combine it with its load prior to departure. IGOM is the core “HOW to do” manual for all ground operations and provides standard procedures, instructions, score cards for the frontline personnel.
Establishment of IATA Global Aviation Data Management (GADM)
Global Aviation Data Management (GADM)
This is a data management system supporting the collection and integration of data from various sources (IOSA, STEADS, FDX, ISAGO etc.) to perform comprehensive safety analysis to identify risks and measure performance. Information gained will be used by the aviation industry to manage and mitigate risks.
Safer ground operations and elimination of redundant audits from airlines
IATA Safety Audit for Ground Operations (ISAGO)
ISAGO is the industry’s fi rst global standard for the oversight and auditing of ground service providers (GSPs). It aims to improve safety and cut airline costs using internationally recognized standards and quality auditing principles with the objective of drastically reducing ground accidents and injuries, while driving down the number of duplicate or redundant audits. IGOM provides the “how to do” ground operations in an industry accepted manner, while the GDDB provides performance monitoring for both IGOM and ISAGO.
With the growth of air traffi c, airport operations have become increasingly complex. More and larger aircraft, an increase in ground support equipment and faster turnaround times all contribute to the challenge of improving operational safety.
In response to this complex ground operations environment, IATA has brought together airlines, ground service providers, regulators, airports, cargo handlers and other industry stakeholders to address ground accidents/incidents and the increasing costs of audits.
Modelled on the accepted IATA Operational Safety Audit (IOSA) framework, the IATA Safety Audit for Ground Operations (ISAGO) is conducted on a two-year cycle at both headquarters and station levels of a ground handling company. Typically, audits that take place at headquarters (HQ) are conducted by IATA-accredited Audit Organizations and take two days to complete. Station (ST) audits are conducted by Airline auditors and their duration is dependant on the scope of the audit.
ISAGO Pool membership
is open to all IATA and non-IATA airlines
that are IOSA registered.
Reduction of oversight audits
There are currently 40 Pool members that actively perform ISAGO audits. Their GSP network varies from 40 to 300 destinations worldwide. An average of 30% of GSPs that provide services to our pool members are ISAGO registered and Pool members can enjoy benefi ts such as Audit Report Sharing. Some of the pool members are reaching an overall reduction in audits of 52%, while some have achieved “only” 10%.
To ensure that pool member reap full benefi t from participation in the ISAGO pool, the airline must include ISAGO audits as part of their own oversight. The number of oversight audits performed shall be reduced due to existence of the ISAGO audit report and due to the fact that the audit workload is shared amongst the pool members. ISAGO shall be part of the Safety Management System that the airlines are implementing and improving nowadays and shall be taken in consideration when assessing the operational risks.
Another use of ISAGO within the airline operations shall be usage of the ISAGO checklist even for own oversight to ensure consistent approach to station assessment. More over ISAGO shall play an important role during the procurement department negations when airline is renewing the SGHA or seeking for new GSPs at current and/or new destinations.
For more information please see the ISAGO
Benefi ts for Airlines brochure.
ISAGO audit
What is the ISAGO audit scope?
The ISAGO standards are composed of the following sections:
• Section 1: Organization and Management (ORM) - Sub-section ORM-H: for headquarters audit - Sub-section ORM-HS: for co-located
headquarters and station audit - Sub-section ORM-S: for station audit • Section 2: Load Control (LOD) • Section 3: Passenger Handling (PAX) • Section 4: Baggage Handling (BAG)
• Section 5: Aircraft Handling and Loading (HDL) • Section 6: Aircraft Ground Movement (AGM) • Section 7: Cargo and Mail Handling (CGM)
What are the benefi ts
of joining the pool?
• Reduction in number of redundant audits
• More effi cient processes and improved
quality standards
• Better understanding of high-risk areas
within ground operations
• Lower risk of ground damage
• Reduction of incidents and accidents
• Fewer injuries to personnel
• A standardized ISAGO checklist is used
that is developed and updated by IATA in
cooperation with the industry Task Force
• A quality control check is performed on
every report prior sharing it with Pool
members
• Quality assurance oversight is performed
by IATA to ensure a consistent approach
to auditing
How does it work?
A number of IATA Member Airlines have formed a “pool” to commit auditors to carry out ISAGO audits with the intention that Pool Members share audit reports, thereby saving themselves the cost and effort of conducting their own audits at all of their airports.
The ISAGO Audit Pool is currently composed of IATA member airlines that are committed to performing ISAGO audits according to internationally recognized safety standards. The Audit Pool has worldwide representation, which aims to improve ground safety and avoid redundant audits by sharing audit reports among pool member airlines.
ISAGO Pool membership is open to all IATA and non-IATA airlines that are IOSA registered.
Membership is free of charge.
A list of current Pool members is available at: http://www.iata.org/whatwedo/safety/audit/isago/ Pages/pool.aspx
IATA manages the Audit Pool and assigns ISAGO audits in the most effi cient and practical manner. Pool members perform the audits of GSPs that provide services to them or at locations where the airline operates.
All audits are to be conducted in English.
Audit alocation
Audit allocation is done once in a year. Pool members are required to submit their current network and list of GSPs they use at their station portfolio. The audit allocation exercise is completed by IATA during the month of October. IATA takes into consideration all audits that are due for renewal and all initial requests for ISAGO audits coming from new GSPs. An important element that must be considered is the size of the airline’s network and the weighting of each individual audit as they are weighted according to the scope, regardless of whether it is a renewal or an initial audit. First to be assigned are audits/GSPs that are shared amongst the pool members and which bring most benefi t to the pool. The annual audit plan is issued in November and shared with all members. The audit plan will be proportional to and must refl ect the airline network size and location(s) where the member operates.
How to become an ISAGO Audit Pool member?
1) Send a formal request to [email protected] 2) Sign the ISAGO Multilateral agreement 3) Nominate your auditors for training 4) Train the auditors via IATA
5) Submit you station network including the list of GSPs you contract
6) Accept your annual audit allocation/plan
The ISAGO program is for ground service providers (GSP) worldwide, regardless of size or status. The scope of the audit is tailored to the range of activities conducted by the ground service provider to be audited at a particular airport. ISAGO is equally applicable to independent ground handlers as well as airline-owned subsidiaries or airline embedded GSPs.
Example:
For a GSP such as Swissport to be ISAGO registered at one station it must also undergo a corporate audit at the headquarters location. Such a type of audit is done by an Audit Organization and is completed against the standards described in ORM-H. Should Swissport wish to be registered in AMS where they offer full ground handling services except cargo, they would also be audited on the station level by Pool member airlines using ORM-S, LOD, PAX, BAG, HDL and AGM.
Should Swissport wish to be audited at another station where they operate only in cargo warehouse, the station audit will be again done by Pool member airline this time using “only” ORM-S and CGM auditing sections.
Should IATA receive an audit request from GSP that operates only at one location, HQ and ST are co-located, meaning the GSP does not need to undergo a separate HQ audit. The audit will be allocated to a Pool member airline, this entity will be using the ORM-HS auditing section and the rest of applicable operational auditing disciplines based on the ground operational profi le at the station.
Combined/co-located audits are also applicable to a GSP that operates at multiple locations but within one country. The station location that is co-located with the HQ must be audited fi rst by Pool member airline using the ORM-HS auditing section and the rest of applicable operational auditing disciplines based on the ground operational profi le at the station.
Audit software
ISAGO audit are done in audit software called Q5AIMS. Auditors are required to perform assessment of all GOSARPs (ISAGO Standards and Recommended Practises) that are in scope/ applicable to the type of the operations undertaken by the audited GSP.
ISAGO Standards and Recommended Practices (GOSARPs)
The Standards and Recommended Practices have been developed solely as the basis for the audit under the ISAGO program. GOSARPs are not regulations.
Standards
ISAGO Standards are specifi ed systems, policies, programs, processes, procedures, plans, sets of measures, facilities, components, types of equipment or any other aspects of ground operations under the scope of ISAGO that are considered an operational necessity, and with which a provider will be expected to be in conformity at the conclusion of the Audit. Standards always contain the word “shall” (e.g., “The Provider shall have a process…”) in order to denote a requirement.
During an Audit, determination of nonconformity with specifi cations contained in an ISAGO Standard results in a Finding, which in turn results in the generation of a Corrective Action Report (CAR) by the Audit Team that conducted the Audit. To close a Finding, a provider will be required to implement corrective action that will be verifi ed by the audit team. All corrective actions shall be verifi ed by the audit team within six months of the on-site closing meeting.
Recommended Practices
ISAGO Recommended Practices are specifi ed systems, policies, programs, processes, procedures, plans, sets of measures, facilities, components, types of equipment or any other aspects of ground operations under the audit scope of ISAGO that are considered operationally desirable, but conformity is optional by a provider. Recommended Practices always contain the italicized word “should” (e.g., “The Provider should have a policy…”) to denote optional conformity.
During an audit, a determination of nonconformity with specifi cations contained in an ISAGO
Recommended Practice results in an Observation, which in turn results in the generation of a CAR by the audit team. A Provider is not obliged to respond to an observation with corrective action. However, if a provider chooses to close an Observation, it will require the implementation of corrective action exactly as is required to close a Finding.
To determine conformity with any standard or recommended practice, the ISAGO Auditor will assess the degree to which specifi cations are documented and implemented by the provider. In making such an assessment, the following guidance is applicable.
ISAGO assesses the organization and management at both headquarters and station levels. The station audits are the backbone of the program, being the focus of the many audits conducted today by airlines. Headquarters audits are focused on operational management and control. They are conducted by existing IOSA accredited Audit Organizations.
The cost of the station audit is covered by pool member airline.
ISAGO audit program management
is ISO-CEN 9001:2008 certifi ed!
Join us today and get The Integrated
Documented
Documented shall mean any specifi cation(s) in GOSARPs is (are) published and accurately represented in a controlled document. A controlled document is subject to processes that provide for positive control of content, revision, publication, distribution, availability and retention.
Implemented
Implemented shall mean any specifi cation(s) in GOSARPs is (are) established, activated, integrated, incorporated, deployed, installed, maintained and/or made available, as part of the operational system, and is (are) monitored and evaluated, as necessary, for continued effectiveness
ISAGO Registry
The Registry is a web-based listing of ground service providers who have undergone an ISAGO audit and have addressed and closed all fi ndings within 6 months of the on-site audit meeting. ISAGO registration is granted after the successful
completion of an audit at a GSP’s headquarters and at least one station. Registration is applied progressively after that to each additional station as it demonstrates conformity with applicable ISAGO Standards. In addition to the registration, the GSP will receive an ISAGO certifi cate.
ISAGO audits are conducted on a two-year cycle. Therefore the validity of any audit conducted is two years, the same rules apply for validity for ISAGO website Registration.
ISAGO audit reports
ISAGO audit reports are the fi nal products of any audits conducted. Audit reports are placed in an IATA database where they are accessible to any active Pool member – that is, an airline that signed the multilateral agreement with IATA and which performs ISAGO audits on a regular basis according to the assigned annual allocation. Every audit report that is shared with the pool members undergoes the quality control check done by the auditing airline and IATA to ensure the accuracy of the information provided.
The ISAGO Oversight Council
An ISAGO Oversight Council has been established to guide IATA in its role as steward of the Program. The Oversight Council consists of a blend of pool member airlines’ and ground handling companies’ representatives.
Airport authorities and regulators are encouraged to participate in meetings of the ISAGO Oversight Council to further enhance the ISAGO program. The ISAGO Oversight Council GOC) acts as advisor to the Operational Committee, lATA management and other relevant lATA bodies on all matters that relate to the ISAGO program. It provides recommendations on how to implement those measures in a rational, coordinated and cost-effective manner. Areas of activity include:
• On-going development of the ISAGO
documentation system, that includes the Standards Manual, Program Manual
• Issues that have an impact on the integrity of ISAGO, including quality assurance and external industry factors
• Regulatory and airport authority policies associated with the program
• Policy recommendations to improve ISAGO and ground operational safety
Auditor’s training
The quality of the ISAGO Auditors is a critical to ensuring each audit is conducted in a standardized and consistent manner. In addition to meeting qualifi cation and experience criteria, all auditors conducting ISAGO Audits must undergo the formal ISAGO Auditor Training Course. The training is focused on the proper ISAGO audit methodology including usage of the audit software and correct interpretation of the standards. Special focus is given to mandatory assessment and gaining evidence to ensure each standard is fully documented and implemented.
Recurrent training and training for Lead Auditors is also offered by IATA and it’s free of charge for pool member airline.
Auditor’s performance
Auditor’s performance is measured via a quality control process and also via industry feedback. The GSP’s are required to submit the feedback survey related to auditor’s performance and their knowledge of ISAGO standards and proper use of ISAGO audit methodology. Quality assurance audits are performed by IATA in order to assess on-site performance of auditors when performing the station audits. The mixed team concept as well supports the harmonized and consistent approach to auditing when auditors share their experience amongst each other when auditing together in one team.
Program Governance
Recurrent training and training for Lead
Auditors is also offered by IATA and it’s free
Did you know?
IATA in cooperation with Pool members recently launched
a new ISAGO strategy.
The core principles are:
• Program relevancy
• Safety focus
• Streamlining of the current processes
• Clear benefi ts to the industry
The Strategy implementation plan covers various topics, from:
• audit allocation methodology
• increasing pool membership
• correlation with GDDB
• use of a risk based approach
• IGOM alignment
to
• shaping the regulatory framework
GOSM – The ISAGO Standards Manual
The ISAGO Standards Manual (GOSM) is published in order to provide the operational standards, recommended practices and associated guidance material necessary for the Audit of a ground service provider. The GOSM may also be used as a guide by any provider desiring to structure its management and operational control systems to be in conformity with the latest industry operational practices. The GOSM is the sole source of assessment criteria utilized by ISAGO auditors when conducting an Audit.
GOPM – The ISAGO Program Manual
The ISAGO Program Manual (GOPM) is published in order to make the complete body of standards that govern all aspects of the ISAGO Program available as a single source. Standards in the GOPM provide the basis for program standardization, which ensures that each audit is conducted in a consistent manner. In addition, the standards contained in the GOPM form the basis for the system used by IATA to provide quality oversight and management of the ISAGO Program.
IRM – The IATA Reference Manual for Audit Programs
The IATA Reference Manual for Audit Programs (IRM) defi nes the abbreviations and terms that are associated with the standards and recommended practices contained in the IOSA Standards Manual (ISM) and ISAGO Standards Manual (GOSM), as well as the standards contained in the IOSA Program Manual (IPM) and the ISAGO Program Manual (GOPM).
Q5AIMS – The Auditor and Auditee Manuals
The aim of these user manuals is to provide procedures and guidance to assist Auditors and Ground Service Providers (GSP) in processing ISAGO audit while using the audit software and to support the program objective of providing acceptable quality and value in ISAGO corporate and station reports.
ISAGO audit program management is ISO-CEN 9001:2008 certifi ed!
Join us today and get The Integrated Solution for Ground Operations
ISAGO & IGOM & GDDB
By participating in ISAGO you will also get the opportunity to collect the ground damage data through the IATA Ground Damage Database that will help you establish a baseline for ground damage performance, identify negative trends and contributing factors and allow you to develop proper mitigation actions which can lead to injury and cost reduction in the ground operations area. Also, with ISAGO, you will bring to your ground operation, a degree of consistency in the operating procedures and processes that are aligned worldwide as ISAGO standards are linked with the IATA Ground Operations Manual (IGOM). IGOM is the core instructional manual for all ground operations and provides standard procedures, instructions, and score cards for frontline personnel.
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Want to join the program?
Any IOSA registered airline can participate in the program, and any ground service provider can apply for an ISAGO audit. With so many clear
benefits for both sides, can you afford not to?
Fore more information, please contact: IATA Montreal
Tel.: +1 514 874 0202 [email protected]
