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Ground handling operates in a challenging environment, any incident can have far-reaching impacts on the safety of people, aircraft, facilities and equipment. The ISAGO accreditation programme is an internationally recognised system in promoting the safe delivery of ground handling services within the aviation industry. With its standardized evaluation system, which focuses on industry best practices and safety standards, ISAGO warrants GHSPs’ attention and support.

The ISAGO programme provides thorough assessment for GHSPs and covers vital areas such as Organization and Management (ORM), Load Control (LOD), Passenger and Baggage Handling (PAB), Aircraft Handling and Loading (HDL), Aircraft Ground Movement (AGM) and Cargo and Mail Handling (CGM). The GHSPs are assessed according to the scope that aligns with their operations to ensure compliance and identify areas requiring improvement.

The benefits of the ISAGO programme extend beyond safety. It also facilitates collaboration and cooperation among stakeholders, maximizes efficiency, and connects GHSPs to an international community committed to improving safety and standardization.

The introduction of the ISAGO programme is a significant step towards ensuring safety in ground handling services. Hactl supports this initiative and commits to prioritizing safety and meeting the highest standards. The programme has helped promote unity within the Hactl team, and with our stakeholders, as all members work together to meet the highest standards and contribute to a safer and more efficient aviation industry.

ISAGO registration is based on the audit of the GHSP as an organization. The GHSP is required to undergo an initial Headquarter Audit, followed by Station Audit. Alternatively, if eligible, registration could also be acquired by means of an Initial Combined Audit. The entire process for an Initial ISAGO registration will be completed within 10 months after the closing meeting of the Initial Headquarters Audit, or within 6 months after the closing meeting of the Initial Combined Audit. The ISAGO registration remains valid for 24 calendar months starting from the date of the onsite closing meeting.

If GHSPs wish to better equip themselves for ISAGO registration, the ISAGO Standards and Recommended Practices (GOSARPs) would be very useful. These standards encompass specific processes, procedures, components, equipment types, and other aspects of ground operations under the ISAGO scope deemed necessary for ground operations. The ISAGO Standards Manual (GOSM) includes the GOSARPs and serves as the basis for auditing a provider in the ISAGO programme. During an audit, ISAGO auditors refer to the GOSM as the exclusive source of assessment criteria.

As the ISAGO audit scope encompasses all aspects of the organization, cross-departmental coordination is essential and is one of the biggest challenges. Hactl has overcome this challenge with team spirit and systematic planning of all preparatory tasks leading up to the audit.

Hactl is one of the world’s first GHSPs to obtain ISAGO registration and station accreditation. We have seen remarkable improvement in standardization since implementing the ISAGO programme in 2008. The ISAGO programme is the most recognized and widely accepted standard amongst key stakeholders in the industry, including airlines, airports and regulators in the aviation supply chain.

Implementing standardized practices through ISAGO has particularly benefited our company, which serves over 100 airline customers and over 1,000 freight forwarders. Before joining the programme, it was a challenge to develop procedures that could accommodate the diverse requirements of various stakeholders, but the ISAGO's framework has been very useful in providing industry-recognized best practices. Overall, we have experienced significant improvements in safety performances, handling quality and a notable reduction in accidents and injuries.

Since 2014, our injury cases have significantly decreased by 78.75%. We also experienced a 59% decrease in customer complaints and a 48% reduction in legal claims. Our customers have expressed greater satisfaction. For many years, we have witnessed positive impacts on our operations which include zero-Non-Compliance and zero-Observation from other airline or third-party audits due to the increasing recognition of ISAGO industry programme as well as opportunities of experience exchange with external reviewers. Our staff productivity has also improved as a result of streamlined operation procedures.

Currently, we are in the process of revamping our Safety Management System and Company Operation Procedures, as a response to the introduction of the new IATA Operational (OPS) Portal. This development will allow GHSPs and airlines to identify operational variations more effectively.

The continuous improvement of the ISAGO programme has had a transformative impact on its operations and the aviation industry as a whole. Through standardization, we have established best practices and procedures that benefit all stakeholders. The positive impacts on safety, quality handling, customer satisfaction, and staff efficiency have proven the value of the ISAGO programme. As always, Hactl will keep its commitment in pursuing excellence in ground handling and continue to provide the highest safety and service standards to our customers.