Ground Support Worldwide - 23

Photo courtesy of GTAA

GROUND SERVICE
PROVIDERS

airport responsibilities. It should reflect the
direction of travel and the strategic pace at
which you can hit targets and do that as a
community."
This collaborative approach to standardization is the path that GTAA took when
crafting their LTO, with Shack echoing
Matheson's community-minded sentiments.
"Ultimately, the airport authority has the
responsibility for the safe and efficient operation of the airport, as well as determining
how service level standards should be set
and maintained. However, as mentioned
earlier, airports are complex, with multiple
players. All parties should have a hand in
shaping the working environment on the
ramp, because this collaborative approach
keeps the airport community aligned and
committed to common operating procedures, " Shack says.
"A well-run airport is a delicate ecosystem, so each component needs to complement the others," he adds. "Toronto
Pearson's LTO makes it possible for each
player to clearly understand the others' roles
and accountabilities in the system and what
service excellence can contribute to the system. Every party in the process should be
bringing commitment and buy-in to the
table, as well as a realistic and measurable
approach to setting SLAs."
And while the thought of adding another
piece of regulatory text into the library of
legislature of each airport and service provider can seem daunting, Matheson says the
AOL isn't something to be frightened of. A

good AOL won't impact any commercial
agreements or intrude on existing agreements between airlines, ground handlers
and other service providers at the airport.
"Historically, when you mentioned airport operating licenses to ground handlers,
they go, 'oh my god, I've already got an
agreement.' It's not something to be frightened of. They will increasingly become
important because as we see a reduction in
space around airports. We're going to have
to start sharing space. We're going to have
to start sharing equipment more," Matheson says. "We have to therefore get the right
behaviors in, so everybody knows how to
behave when they use the same equipment,
because what you can't have is somebody
use it, doesn't care, gets it smashed up, and
nobody's responsible.
"Vehicles account for 84 percent of
ground damage to aircraft. What we can't

have is add more vehicles to an already busy
airport," he continues. "We have to find a
way of alleviating that risk. That is probably
going to happen through pooling and at the
back of pooling, you have to have a level of
behavior, level of accountability which only
the AOL can supply."
For GTAA, Shack says the benefits of
their AOL have been clearly seen.
"Our goals were to enhance safety, operational performance and customer service. In
a little over a year we have seen promising
progress as a result of the new GSP LTO,
including a rapidly growing safety culture.
The licensed GSPs meet regularly with the
airport authority to work collaboratively on
common challenges," says Shack. "These
meetings continue to reinforce a level playing field and a team-oriented approach to
realizing Toronto Pearson's vision of becoming the best airport in the world."

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Ground Support Worldwide

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