isago presentation
DESCRIPTION
ISAGOTRANSCRIPT
Presented byJoseph SUIDAN
Assistant Director, ISAGO
IATA
ISAGOIATA Safety Audit for Ground Operations
March 16th, 2010
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ISAGOIntroduction
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
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IATA Safety Audit for Ground OperationsWhat 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
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IATA Safety Audit for Ground OperationsWhy 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 damageDirect 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 situationRedundant audits
-Multiple Audits per GSP
With ISAGOOne Audit per GSP
ISAGOSystem
-Fewer 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
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ISAGO Model
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
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Corporate Audits
Station Audits
ISAGO AuditsTwo-level audits
Conducted by an auditor from an Audit Organization Normally first audit activity for initial registration Two-year audit cycle
Conducted by auditors from Pool Airlines Normally accomplished after the Corporate Audit for
initial registration Two-year audit cycle for all stations (unless shorter
audit interval mandated for a station by Pool airlines)
Corporate
Stations
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ISAGO AuditsCorporate and Station audits
Corporate Audits Typically one auditor for two
days
x2 days x3 days
Typically three auditors for three days (for a full scope audit)
Can be less depending on the range of services provided
Station Audits
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GSP RegistrationAudit 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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ISAGO Documentation
System
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
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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 Provider’s 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
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
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IOSA & ISAGO
IOSA ISAGO An audit of Air Operators (passenger and cargo)
An audit of Ground Service Providers
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
ORG – Org& Mgmt System
FLT – Flight Operations
DSP – Flight Dispatch
MNT – A/C Eng.&Maintenance
CAB – Cabin Operations
GRH – A/C Ground Handling
CGO – Cargo Operations
SEC – Operational Security
IOSA Standards Manual
ISAGO Standards are significantly more numerous and more operationally detailed than the IOSA GRH and CGO standards
Ground Ops
Ground Ops
ISAGO Standards Manual
ORM – Org & Mgmt System
LOD – Load Control
BAG – Baggage Handling
HDL – A/C Handling & Loading
CGM – Cargo & Mail Handling
PAX – Passenger Handling
AGM – A/C Ground Movement
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ISAGO Benefits
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
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Benefits from ISAGOFor Airlines & Ground Service Providers
Airlines Ground Service Providers Reduction in ground ops incidents, accidents and injuries Audit sharing and system of registration Cost savings:
Less ground damage and fewer audits Supports outsourcing decisions (e.g. new stations)
Reduction of incidents in ground ops Reduction of personnel injuries Standardization across multiple operations Reduction in number of audits; lower costs Lower costs = focus resources on operations Enhanced company image/reputation
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Benefits from ISAGOFor 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
1 Austria DGCA
2 Belgium CAA
3 Canada TC
4 Chile DGAC
5 Ethiopia CAA
6 France DGAC
7 Hong Kong CAD
Country National Aviation Authority
8 Jordan CARC
9 Lebanon DGCA
10 Macau CAA
11 Netherlands IVW
12 Nigeria NCAA
13 Russia MAK
14 UK CAA
15 USA FAA
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Airport Authorities List of supportive Airports as of February 2010
Region Country Airport Authority
North America
USA Seattle-Tacoma International Airport
Canada Aéroports de Montréal (ADM)
Canada Calgary Airport Authority
Latin America & The
Caribbean
Colombia Eldorado International Airport
Ecuador TAGSA Aeropuerto de Guayaquil
El Salvador El Salvador Intl Airport
Honduras InterAirports S.A
Jamaica Montego Bay Airport
Peru Lima Airport Partners
Africa South Africa ACSA Airport Company South Africa
Region Country Airport Authority
Europe
Netherlands Amsterdam Schiphol Airport
Italy Venice Marco Polo Airport
Asia Pacific
Australia Adelaide Airport
Australia Melbourne Airport
Australia Perth Airport
Australia Australian Airport Association
Rep of Maldives Male International Airport
North Asia
China Chengdu Shuangliu
China Capital Airports Holding Company
Hong Kong Hong Kong Airport
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ISAGO Audit Pool
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
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ISAGO Airline Audit PoolConcept
Airline EU Airline MENAAirline US
… GSP in ASPAC
GSP in MENA
GSP in EU
GSP in NAM
ISAGO AuditPool
………
ISAGO Audit Pool Membership
- For now, membership is reserved to IATA members
- Pool members conduct an allocated number of station audits each year
- 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
- Airline auditors undergo an ISAGO training for auditors
IATA is responsible for:
- Pool management and administration
- Audit allocations
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North America
Europe
Middle East / North Africa
Africa
Russia / CIS
-Air Canada-Air Transat-Continental-Delta-United
-Aeroflot
-Egyptair-Iran Air-Libyan Airlines-Royal Air Maroc-Royal Jordanian-Saudi Arabian-Yemenia
-Air Namibia-Air Zimbabwe-Comair-Ethiopian -Kenya Airways
Latin America& The Caribbean
-COPA-LAN-Mexicana-TACA
ISAGO Audit Pool : 40 member airlines (As of February 2010)
China / North Asia
-Cathay Pacific -China Eastern
-Adria-Air France-Alitalia-Austrian-BA-BMI-Brussels Airlines
-CSA-KLM-LOT-Lufthansa-Malev-TAP-TAROM
Asia Pacific
-Air India-Korean Air
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ISAGO Audit Pool 4 in process of signing, 37 interested airlines
In the process of signing:
ä Aeromexico
ä Avianca
ä Etihad Airways
ä Qantas
ä Air Europaä Air Mauritiusä ANAä Atlas Airä Blue1ä Blue Wings AGä Bmiä China Airlinesä China Southernä Continental Airlinesä Cyprus Airwaysä DHLä Emiratesä Estonian Airä Finnairä Gulf Airä Iberiaä JALä Jet Airwaysä Kuwait Airways
Interested airlines:
ä Malaysia Airlinesä MEAä NWAä Olympic Airlinesä Regionalä Qatar Airwaysä Safairä SAS Scandinavian Airlinesä SATAä Singapore Airlinesä Srilankan Airlinesä Swiss International Air Linesä Syrianairä TAMä Thai Airwaysä TNTä US Airwaysä Virgin Atlantic
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ISAGO Training
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
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ISAGO Training ISAGO Auditor Training Course
Course contents Training schedule
Requirements for operation management systems Requirements for areas that will be audited (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
Beijing: 1-5 March 2010 Singapore: 17-21 May 2010 Geneva: 26-30 July 2010 Montreal: 15-19 November 2010 […]
Consult the entire calendar at: www.iata.org/training
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)
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ISAGO Training ISAGO Training for Ground Service Providers (GSPs)
Course contents Training schedule
Gain knowledge about ISAGO from a GSP’s viewpoint ISAGO Standards and GOSARPS that will be audited Q5 Electronic Audits System Preparing for an ISAGO audit ISAGO registration, data management Audit sharing, program administration
Geneva: 7-9 April 2010 Singapore: 24-26 May 2010 Geneva: 29 Sep - 1 Oct 2010 Delhi: 10-12 November 2010 Beijing: 24-26 November 2010 […]Consult the entire calendar at: www.iata.org/training
Developed and delivered by the IATA Training & Development Institute (ITDI) Designed for Ground Handlers to assist in the preparation for an ISAGO Audit
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ISAGO Program Status
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
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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
ISAGO Program StatusAs of February 2010
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ISAGO Audits Snapshot
North America 2 %
Latin America & The Caribbean 16 %
Europe 25 %
Africa 10 %
Russia & CIS Countries 4 %
China & North Asia 7 %
Asia Pacific 13 %
Middle East & North Africa 23 %
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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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0
20
40
60
80
100
120
2009 ISAGO Audits
109
802009 Target
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ISAGO Target 2010 : 120 AuditsPlanning 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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ISAGO Costs
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
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Audit CostsCorporate 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 Cycle Amount (US $)
Headquarters/Regional/Country
2 years 5 000 $ + travel/hotac expenses
Waived in 2009
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Audit CostsCorporate 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 CostsStation 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 $Waived
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ISAGO Insurance Program
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
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ISAGO Insurance ProgramMore 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 ProgramWhat’s in it for insurers?
Individual risks are attractive because they are selectively bundled
This increases competition and certainty of capacity
Contact details:
Elizabeth HoltonConsultant, Risk Management & InsuranceIATATel: +44-77-9877-1720E-mail: [email protected]
Carole GatesDirector, Risk Management & InsuranceIATATel: +1-514-874-0202 ext.3598E-mail: [email protected]
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IATA Ground Operations Manual (IGOM)
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
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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
IATA Ground Operations Manual (IGOM)Concept
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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
IATA Ground Operations Manual (IGOM)Benefits
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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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How to schedule an ISAGO audit
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
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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 [email protected]
How to schedule an ISAGO AuditOn the ISAGO Website – www.iata.org/isago
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How to schedule an ISAGO AuditOn the ISAGO Website – www.iata.org/isago
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ConclusionIATA Safety Audit for Ground Operations (ISAGO)
Two fundamental aims: Improving operational safety Driving down number of redundant audits
Modelled on IOSA’s structure
ISAGO will establish a worldwide benchmark and standard for ground operations.
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>> www.iata.org/isago>> [email protected]
ISAGO IATA Safety Audit for Ground Operations