GCCA SeminarIntegrating Safety in Ground Service Organizations

Page 2 GCCA Seminar – Integrating Safety in Ground Service Organisations

Understanding Ground Services

Inco

min

g pa

ssen

ger a

ccep

tanc

e an

d gu

idan

ce to

bag

gage

cla

im

area

s an

d te

rmin

al e

xit,

Mee

ting

and

mar

shal

ling

the

airc

raft,

and

Offl

oadi

ng a

nd

load

ing

the

airc

raft Ac

cept

ance

of e

xpor

t car

go a

nd

mai

l doc

umen

ts,

• Phy

sica

l con

trol a

nd p

repa

ratio

n of

exp

ort c

argo

and

mai

l,

Coo

rdin

atio

n of

airc

raft

serv

icin

g un

its,

• Pre

para

tion

and

dist

ribut

ion

of

fligh

t doc

umen

ts.

Flig

ht p

erm

it an

d ai

rpor

t slo

t ap

plic

atio

ns,

• Pre

para

tion

and

dist

ribut

ion

of

fligh

t pla

n to

the

cabi

n cr

ew

Mak

ing

paym

ents

and

/or i

ssui

ng

guar

ante

es o

n be

half

of th

e ai

rline

s to

rela

ted

inst

itutio

ns s

uch

as te

rmin

al o

pera

tors

, airp

ort

auth

oriti

es, c

usto

ms,

pol

ice

Page 3 GCCA Seminar – Integrating Safety in Ground Service Organisations

Need for Safety in Ground Operations

3

Page 4 GCCA Seminar – Integrating Safety in Ground Service Organisations

Result of Safety issues

Safety Losses

Loss of reputation

Contractual penalties or loss of revenue if flights are delayed or cancelled

Compromised aircraft safety and the potential for a catastrophic aircraft accident

Loss of existing and future contracts

Damaged assets (including aircraft and equipment)

Costs of replacing and compensating injured employees or others

Page 5 GCCA Seminar – Integrating Safety in Ground Service Organisations

Key Elements of Safety Management Systems for ground operations as industry standards

Establishes senior management's commitment to continually improve safety; defines the methods, processes, and organizational structure needed

to meet safety goals

Determines the need for, and adequacy of, new or revised risk controls based on the assessment of acceptable risk

Includes training, communication, and other actions to create a positive

safety culture within all levels of the workforce

Evaluates the continued effectiveness of implemented risk control strategies;

supports the identification of new hazards

SRM

Policy

SA

Safety Promotion

Safety Policy

Safety Risk Management (SRM)

Safety Assurance (SA)

Safety Promotion

Page 6 GCCA Seminar – Integrating Safety in Ground Service Organisations

Gaps in the existing safety management systems

IntegrationThe SMS needs to be implemented within the total operation (Flight, Engineering, Cabin, etc.)

.

1GuidelinesA controlled, corporate, GCAA approved, Safety Management Systems Manual (SMSM) is required2

KPIsPredictive (Forecasting, KPIs) safety programs need to be demonstrated.3

Change ManagementChange Management process to be formalized4

Training Formal Safety Training and Safety Communication to be mandated across the organisation5

Emergency Response and Crisis ManagementEmergency Response Planning to be included within the SMS.

6

Page 7 GCCA Seminar – Integrating Safety in Ground Service Organisations

Incident Lifecycle

Time Details

t0 Normal Operations

t1 Incident Detection & Emergency Response

t2 Crisis Management

t3 Invoke Business Continuity / Recovery

t4 Services operate at partial level

t5 Business at an acceptable level

t6 Return to normal operations

+t4

+t6

+t2

Incident

t0

+t3

tX

Normal Operations

XBAU CrisisRisk Mitigation

Periodic Exercises / DrillsTraining & AwarenessEmergency Readiness

Periodic Update

+t1

+t5

time

Level of Business Operations

Inci

dent

Life

cycl

eA

ctiv

ities

Und

erta

ken Incident LifecycleActivities Undertaken

MAO

RTO

Incident detection and emergency responseCrisis Management

Continuity and RecoveryRestoration

Periodic Update

Page 8 GCCA Seminar – Integrating Safety in Ground Service Organisations

Approach to build safer ground operations

Proactive Preparedness ( ISAGO by

IATA)

Reactive Response

Preparedness( BCM / Incident

/Emergency/Crisis Management)

Safer Ground

Operations

Page 9 GCCA Seminar – Integrating Safety in Ground Service Organisations

Business Continuity Framework aligned to sector requirements

Support functionsLegal & Regulatory Requirements

Technology EnablementSupport Functions

People Technology

Suppliers& Vendors

Physical & Information

Systems

Basic Amenities

BusinessEnablers

Process 1

Process 2

Process 3

Airlines clients like travelers,

visitors, etc.

AIRPORTS’ BUSINESS CONTINUITY MANAGEMENT SYSTEM

AIRPORTS’ BUSINESS CONTINUITY MANAGEMENT SYSTEM

LOC

ATI

ON

BC

M P

LAN

NIN

G

Check-in Management

Security Operations

Baggage Handling

LOC

ATI

ON

BC

M P

LAN

NIN

G

Process 4Airside Operations

Page 10 GCCA Seminar – Integrating Safety in Ground Service Organisations

Business Continuity Framework aligned to sector requirements –Implementation Output

Incident managementplan

BRP Operationsresumption plan

IT recoveryplan

Protect, sustain, respond, resume, recover, restore and return

Network recoveryplan Technology layer

Supply chain recoveryplan

Premises recoveryplan

Personnel recoveryplan Business layer

Recover

DRP

Emergency responseplan Crisis managementplan

Technology Recovery Plans

Page 11 GCCA Seminar – Integrating Safety in Ground Service Organisations

Implemented the first ever BCM for an International Airport in compliance with aviation sector requirements

Value delivered to client• Minimization of financial loss to the organization while complying with regulatory and statutory requirements• Presence of a comprehensive Media/Internal Communication Plan in the event of an incident• Increased BCM awareness amongst personnel• Clearly defined and assigned roles and responsibilities for the ongoing management of the business continuity program• Enhanced brand image, reputation of the organization, protection of employees, property and other assets

1. BCM for Delhi International airportBackground• New Delhi airport is constantly faced with ever-evolving threats and risks associated with the aviation industry• Business Continuity Planning for the client’s operations at the airside, landside and terminal space

EY Approach• Assess the current state of business continuity and emergency response preparedness for the DIAL• Identification of the operational critical processes and perform a risk analysis on the critical operational processes• Development of the recovery strategies for the critical processes • Developed Business Continuity Plan for effectively responds to various threats and vulnerabilities thereby ensuring the continuity of critical

operations• Perform training programs for various stakeholders to increase the BCM awareness and to create a Business Continuity Management

framework for ongoing management of the program• Conducted testing for sample critical processes including site movement of critical resources to fallback location and resume operations, and

simulated electrical outage for Terminal – 3 and associated buildings.

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