CARSAM Regional Guidance Material on Air Traffic Services Quality Assurance Programmes

1
CAR/SAM Regional Guidance Material on Air Traffic
Services Quality Assurance Programmes

• NAM/CAR/SAM Quality Assurance Workshop
• Mark Ríos
• Air Traffic Management Officer
• ICAO NACC Regional Office

NAM/CAR/SAM Air Traffic Services Quality
Assurance Workshop (Port of Spain, Trinidad and
Tobago, 26 to 30 November 2001
2
INTERNATIONAL CIVIL AVIATION ORGANIZATION NORTH
AMERICAN, CENTRAL AMERICAN AND CARIBBEAN
OFFICE CAR/SAM REGIONAL GUIDANCE MATERIAL
ON AIR TRAFFIC SERVICES QUALITY ASSURANCE
PROGRAMMES Chapters 5 8 Version
1.0 November 2001
3
Contents

• Chapter 5. Air Traffic Incident Reporting,
  Investigations, and
  Investigation Teams
• Chapter 6. Air Traffic Incident Prevention
  Programmes
• Chapter 7. Air Traffic Services Evaluation
  Programme
• Chapter 8. Quality of Services Improvement
  Programmes

4
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Introduction
• Air traffic incidents
• AIRPROX
• Operational error
• Operational deviation
• Runway incursion
• Pilot deviation
• Casual factor
• Procedural
• Ground facilities (equipment)
• Human

5
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• General reporting procedures
• Reporting by pilots
• Reporting by ATS
• ATS incident report form for use by pilots and
  controllers
• Investigation and documentation
• Analysis of ATS incident
• Release of information
• In the interest of accident/incident prevention
• Publish report as soon as possible

6
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Air traffic incident investigation process
• Step-by-step process
• Suspected ATS incident event
• Identify and report ATS deficiencies
• That problems could be corrected
• Reporting of ATS incidents
• Requirement within States
• Responsibility of all ATS personnel
• Immediately report suspected ATS incidents to ATS
  supervisor or appropriate ATS administration
  official
• Without fear of reprisal

7
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Preliminary ATS incident investigation
• Fact finding
• Determine what occurred in the ATS system
• Determine validity of the suspected ATS incident
• Confirmation of ATS incident
• Take appropriate action
• Advise other ATS unit if involved
• Relieve controller(s) may be involved
• Gather pertinent information (e.g. flight
  progress strips, etc.)
• Review voice recordings and prepare working copy

8
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Review computer and radar data
• Conduct preliminary interviews
• Notify ATS management
• Complete preliminary ATS Incident Investigation
  Worksheet
• Follow-up investigation
• ATS unit chief should
• Ensure ATS incident investigations are conducted
• Coordinate with other ATS unit chief if involved
• Designate ATS incident Investigator-In-Charge
  (ATS-IIIC)
• Assemble ATS incident investigation team
• Ensure complete, thorough, objective and timely
  investigation

9
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• ATS-IIIC
• Conduct complete investigation
• Forward findings and recommendations to ATS unit
  chief
• Determine scope of other ATS unit investigation
  if involved and exchange information
• Assign duties to team members
• Conduct interviews in accordance with national
  and local requirements
• ATS incident investigation team
• Assist ATS-IIIC
• Remain under guidance of ATS-IIIC during
  investigation process

10
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Investigation process
• Fact finding
• In-depth inquiry into all causal factors

• Procedures
• Training
• Supervision
• Equipment
• Control room environment
• External factors
• Controller actions
• Airspace configuration
• Traffic flows
• Pilot actions

• Consequence of ACAS/TCAS event
• Meteorological conditions
• Control position configuration
• Coordination procedures
• Aerodrome environment
• Human factors
• Accuracy of automated radar systems
• Radar data

11
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Investigation process (cont..)
• Interviews
• Conduct interviews with all possible personnel
  involved or who may have knowledgeable of the
  incident
• Conduct interview in atmosphere of shared concern
• Consider national and/or local interview
  procedures
• Allow written comments and recommendations from
  interviewee
• ATS-IIIC or investigation team should conduct
  interviews

12
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Investigation process (cont.)
• Voice recordings
• Review voice recording
• Make certified copy of original recording
• 5 minutes before to 5 minutes after last contact
• Include track time if available
• Written transcript of communications only when
  needed
• Radar data
• Radar data may be used to validate occurrence of
  ATS incident
• Written procedures should be developed explaining
  process
• Consider automation capabilities and accuracy of
  data

13
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Reclassification of ATS incident
• What if during the investigation data indicates a
  reclassification is warranted?
• The incident may be reclassified as
• Pilot deviation
• Other ATS unit deviation
• From operational error to operational deviation
• From operational deviation to operational error
• No occurrence

14
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Return to operational duties
• ATS chiefs should remain involved in the post ATS
  incident process to ensure complete and
  consistent handling
• Reasons for suspension of controllers rating and
  assignment of proficiency training
• Assist and enhance controllers performance
• Best of his/her abilities
• Meet minimum quality standards
• Improve overall performance and quality of ATS

15
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Return to operational duties (cont.)
• Consider the following when returning a
  controller to operational duties
• Events leading up to and surrounding ATS incident
• Controllers statement
• Procedure or separation minimum involved
• Voice recordings
• Controllers training record
• Controller proficiency checks
• Proficiency training
• Controller currency on the control position
• Computer data
• Involvement in previous ATS incidents
• Results of interviews and recommendations made by
  ATS-IIIC and investigation team

16
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Return to operational duties (cont.)
• Deficiencies in controllers performance
• Determine whether to suspend controllers rating
• Suspension of rating not based solely on
  involvement in ATS incident but based on
  performance
• Determine appropriate actions and refresher
  training
• Complete refresher training
• Re-certify controller through controller
  proficiency check

17
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Final ATS incident reports
• ATS unit chief
• Analyze data submitted by ATS-IIIC and
  investigation team in Final ATS Incident
  Investigation Report to determine and/or endorse
  classification of incident and
• Categorization of ATS incident (i.e, procedural,
  facility, human factor, etc.)
• Causal factors
• Recommendation and corrective actions
• Complete Final ATS Incident Report within 30 days

18
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• ATS incident tracking process
• Annual ATS incidents tracking process
• Will assist CAAs with follow-up investigations
  and trend analysis
• Sample
• ATS Incident Report XXXX-A-00-001
• ATS Incident Report XXXX-T-00-002
• ATS Incident Report XXXX-F-00-003
• Legend
• XXXX ATS unit identification
• A, T, or F Type of ATS unit (A Area (ACC)
  T Approach (APP) and
• Aerodrome Control Tower F FIC, AFIS, etc.)
• 00 Last two digits of the year
• 001 ATS incident number in sequence by year
  for the unit

19
Chapter 5. Air Traffic Incident Reporting,
Investigations, and Investigation Teams

• Training and proficiency records
• Document in training and proficiency records
• ATS incident records retention
• Determine retention period
• 2 ½ years is recommended
• National ATS authority responsibilities
• Maintain central source of ATS incident data
• Review final ATS incident investigation reports
• Develop and distribute annual ATS incident
  analysis report
• Determine effectiveness and efficiency of
  programme
• Maintain liaison with ATS unit chiefs
• Maintain oversight of ATS incident reports

20
Chapter 6. Air Traffic Incident Prevention
Programmes

• Introduction
• Establish policies and programmes that result in
  quality incident free ATS
• Requires commitment of all ATS personnel
• Consistently perform duties and responsibilities
  in accordance with ICAO SARPs, CAA and ATS unit
  directives and procedures
• Accept responsibility for maintaining the safest
  and highest levels of operational performance
• Goals/objectives
• ATS incident free environment
• Safe, orderly, and expeditious ATS to users
• Everyone is responsible for ATS incident
  prevention
• Know, apply, and adhere to requirements in
  performance of operational duties and
  responsibilities

21
Chapter 6. Air Traffic Incident Prevention
Programmes

• ATS incident prevention
• Many initiatives can be pursued
• Five primary areas
• Communications
• Phraseology
• Supervision
• Teamwork
• ATC proficiency

22
Chapter 6. Air Traffic Incident Prevention
Programmes
Prevention objectives

• Identify activities/efforts which enhance
  individual, ATS unit, and system performance
• Recognize commendable activities/efforts
• Identify deficiencies (individual, equipment,
  procedural)
• Promptly correct deficiencies
• Ensure actions taken corrected the deficiencies
  or problems
• Initiatives to ensure effective controller
  performance, teamwork, communications
• Communicate performance expectations

• Maintain summary of ATS incidents and incorporate
  into training
• Brief ATS personnel on ATS incidents
• Monitor/evaluate voice recordings
• Review local/national/regional ATS incidents
• Annual QA review
• ATS unit staff meetings
• Improve communications among all ATS personnel to
  create atmosphere conducive to sharing
  information
• Attendance to local, national, regional QA
  seminars, conferences, etc.

23
Chapter 6. Air Traffic Incident Prevention
Programmes
ATS supervisors

• Communicate performance expectations with
  controllers
• Take prompt action when performance does not meet
  expectations (on-the-spot corrections, etc.)
• Address individual/team accountability
• Efficient/consistent oversight of ATS unit
  operation
• Ensure distractions and noise levels in ATS unit
  are kept at a minimum

• Require personnel to maintain high degree of
  professionalism, teamwork, control position
  discipline, awareness
• Promote open flow of communications
• Conduct ATS unit team meetings
• Place emphasis on hearback/readback
• Keep ATS unit chief/support staff informed
  (operations concerns, etc.)

24
Chapter 6. Air Traffic Incident Prevention
Programmes
ATS quality assurance officers/specialist

• Random voice recording reviews
• Brief ATS unit on trends and causal factors
  related to ATS incidents, random recording
  reviews, evaluations, etc.
• Maintain awareness of ATS operational environment
• Provide staff expertise and support
• Assist in ensuring QA goals and objectives are
  being met

• Ensure scenarios involving hearback/readback
  errors are included in training
• Prepare/distribute ATS incident summaries to all
  ATS personnel
• Ensure ATS unit maintains summary of ATS units,
  causal factors, trends, etc.
• Incorporate into classroom and annual proficiency
  training

25
Chapter 6. Air Traffic Incident Prevention
Programmes
ATC personnel

• Keep ATS supervisors advised of traffic problems
  and equipment limitations
• Suggest improvements to ATS unit and/or incident
  prevention
• Maintain situational awareness
• Assist busier control positions

• Assist busier control positions
• Review own operating techniques and ATS unit
  procedures to effect highest quality of
  performance
• Promptly report ATS incidents
• Utilize memory aids

26
Chapter 6. Air Traffic Incident Prevention
Programmes

• Voice recording evaluations
• To ensure proper phraseology, good operating
  practices, adherence to ICAO standards,
  national/local directives and practices
• Guidelines
• Conduct semi-annually on all ATS operational
  personnel
• Review of voice recording by ATS supervisor/ATS
  QA specialist
• Document comments
• Develop action plan to address performance
  deficiencies
• ATS supervisor/QA specialist review and discuss
  voice recording with controller

27
Chapter 6. Air Traffic Incident Prevention
Programmes

• Review of ATC procedures and practices that may
  contribute to ATS incidents
• Constant review of ATC procedures and practices
• Identify, report, recommend, and implement
  amendments
• Ensure safety of aviation and prevention of ATS
  incidents

28
Chapter 6. Air Traffic Incident Prevention
Programmes

• ATS incident review groups
• Implement ATS incident review groups
• National/local levels
• Purpose
• Periodic reviews of prior ATS incidents
• Identify other potential problem areas requiring
  attention
• Effort to prevent ATS incidents
• Composition
• ATS unit chief
• Controllers
• Other ATS staff
• ATS unit QA specialist
• Pilots/airlines when appropriate

29
Chapter 6. Air Traffic Incident Prevention
Programmes

• Safety information sharing networks and
  international organizations
• Several safety information networks available
• Facilitate free exchange of information of actual
  and potential safety deficiencies
• Expanding focus to include air traffic control
  services
• Goals
• Collect data
• Share information
• Assist with identification and prevention of
  incidents and accidents

30
Chapter 6. Air Traffic Incident Prevention
Programmes

• Safety information sharing networks and
  international organizations (cont.)
• ADREP
• ICAO Accident/Incident Reporting Manual, Doc 9156
• Global Aviation Safety Plan (GASP)
• Endorsed by 32nd Session of the ICAO Assembly
• Objectives
• Safety initiatives that offer best safety
  dividend
• Annual reviews of accident statistics
• Decrease in worldwide accident rate
• Enhance identification of short comings and
  deficiencies
• Increase and improve ICAOs own capability to
  compile, assess and disseminate safety-related
  information
• ICAO Website www.icao.int

31
Chapter 6. Air Traffic Incident Prevention
Programmes

• Global Aviation Information Network
• To encourage the sharing of aviation safety data
  worldwide in an effort to further reduce
  accidents
• Plans to expand programme to include air traffic
  control
• Website www.gainweb.org
• Aviation Safety Reporting Programme (ASRP)
• Reporting programme designed to identify unsafe
  operating conditions
• Deficiencies and discrepancies
• Limited immunity
• Voluntary and confidential

32
Chapter 6. Air Traffic Incident Prevention
Programmes

• PAN American Aviation Safety Team (PAAST)
• Multi-organizational team
• Pool essential resources
• Addresses priority safety areas
• Deliver practical products to aviation community
  in Latin American and Caribbean Regions
• Participation in international organization study
  groups to analyze and recommend solutions to ATS
  incidents is encouraged

33
Chapter 6. Air Traffic Incident Prevention
Programmes

• Runway incursion prevention plan
• Increase in runway incursions
• Aerodrome operations increasing throughout the
  world
• Potential for runway incursions increase
• Need for prevention plan which specifically
  addresses runway incursions
• Strategies
• Position relief briefings
• Position relief checklist
• Proficiency training Prevention of runway
  incursions
• Feedback

34
Chapter 6. Air Traffic Incident Prevention
Programmes

• Runway incursion prevention plan (cont.)
• Memory aids
• Use of flight progress strips/boards
• Runway in use sign
• Review usage of memory aids on semi-annual basis
• Procedures
• Review aerodrome movement operating practices
• Designate runway crossing point(s)
• Place special emphasis on safe runway crossings
• Use of proper procedures in runway crossings
  including interphone procedures, runway in use
  sign by ATS supervisors and controllers

35
Chapter 6. Air Traffic Incident Prevention
Programmes

• Procedures (cont.)
• Avoid use of conditional clearances except as
  authorized by ICAO SARPs
• Certain conditional clearances are permitted
  however, they should be kept to a minimum, the
  exception rather than the norm should be
  practiced, and under extreme caution
• Include runway check procedures in letter of
  agreement
• Define vehicular movement procedures/areas in
  letter of agreement
• Vehicular movements should be restricted to
  perimeter roads, vehicle access roads and other
  non-movement areas
• Describe closed runway procedures

36
Chapter 6. Air Traffic Incident Prevention
Programmes

• Quality Assurance Review (QAR)
• Essential to the effectiveness of the ATS System
  and prevention of ATS Incidents that all
  incidents be investigated
• QARs provide for identification, investigation
  and resolutions of these incidents through
  corrective training of controller performance
  deficiencies

37
Chapter 6. Air Traffic Incident Prevention
Programmes

• Quality Assurance Review (QAR) (contd)
• Conduct QARs when
• Aircraft accidents
• Other incidents not categorized as ATS incidents
• ACAS/TCAS event
• Other miscellaneous incident reports that involve
  loss of separations
• Aircraft go-arounds
• Public inquiries regarding ATS

38
Chapter 6. Air Traffic Incident Prevention
Programmes

• Quality Assurance Review (QAR) (contd)
• Process
• Designate person to conduct QARs
• Conduct QAR in depth so as to assess controller
  performance
• Accomplish corrective training for all identified
  controller performance deficiencies
• Communicate QAR conclusions
• Record notification and conclusion of QAR in ATS
  unit daily operations log

39
Chapter 7. ATS Evaluation

• Introduction
• Chapter deals with need for constant and
  continuous evaluation of individual ATS units and
  of the overall ATS system
• Purpose and scope
• Ensure that provision of service is maintained at
  the highest standard
• Units/personnel apply polices, standards, rules,
  procedures and separation minimum in approved
  manner

40
Chapter 7. ATS Evaluation

• ATS evaluation activities include
• Assessing service provided to users
• Ensuring operating procedures conform with
  standards
• Assessing operational requirements
• Identifying potential unsafe procedures or
  operating practices
• Detecting problem areas or deficiencies
• Examining effectiveness of intra/inter-unit
  communications and coordination
• Examining personnel utilization, position
  workload and establishments to ensure
  compatibility
• Recommending corrective actions

41
Chapter 7. ATS Evaluation

• Conduct of evaluation
• Designate team of experienced personnel to
  conduct ATS evaluations
• At least once every two years
• Notify ATS unit chief prior to conducting
  evaluation
• Meeting at completion of evaluation with ATS unit
  chief to discuss significant findings and
  recommendations
• Prepare written report ATS evaluation team
• Prepare action plan ATS unit

42
Chapter 7. ATS Evaluation

• ATS evaluation procedures
• This section provides standardized procedures for
  evaluating compliance with ICAO SARPs and
  specified directives and procedures at the
  national and local ATS unit level within a State
• Evaluation process
• Full unit ATS evaluation
• Preparation and notification
• Use ATS Unit Evaluation Checklist
• Notify ATS unit chief 30 days prior to evaluation
• Request data from ATS unit for pre-evaluation
  review
• Solicit special interest items that ATS unit
  would like assessed

43
Chapter 7. ATS Evaluation

• Evaluation process (cont.)
• In-briefing
• Introduce team members
• Evaluation schedule and activities
• ATS unit chief staff
• Conducting the evaluation
• Direct observation
• Control position and/or voice recording or data
  monitor
• Attendance at staff meetings
• Observation of training
• Review of administrative records
• Interviews/discussions
• Review of in-flight/preflight evaluation reports

44
Chapter 7. ATS Evaluation

• Evaluation process (cont.)
• Daily briefings
• Progress of evaluation
• Provided by lead ATS unit evaluator to ATS unit
  chief
• Out-briefing
• Briefing of ATS evaluator/teams findings
• Attendance
• ATS unit chief
• ATS unit personnel encouraged
• Present draft copy of ATS evaluation report
• Evaluation critique
• Critique form to be completed by ATS unit chief

45
Chapter 7. ATS Evaluation

• Follow-up evaluations
• Preparation and notification
• Unannounced or minimum notification
• On-site evaluation
• Desk audit
• Combination of both
• Conduct no earlier than 6 months after full unit
  ATS evaluation
• May request data for pre-evaluation review
• Basically follow same process as full unit ATS
  evaluation

46
Chapter 7. ATS Evaluation

• In-flight evaluations
• Conduct at least 2 per year on each ATS unit
• Conducted by ATS evaluators and other authorized
  ATS personnel
• Use airlines or other operators in which an
  agreement to conduct such observations is in
  place
• The following air traffic services may be
  assessed
• Air traffic services reporting office
• Automatic terminal information service
• Aerodrome control service
• Approach control service
• Air traffic advisory service
• Other services deemed appropriate

47
Chapter 7. ATS Evaluation

• Special evaluations
• May be conducted when deemed necessary by the ATS
  authority or if requested by the ATS unit
• Evaluation reports
• Document results of all ATS evaluations
• Complete and distribute final ATS evaluation
  reports within 30 days of the out-briefing
• Contents of final ATS evaluation reports
• Results of evaluation pertaining to areas
  assessed
• Describe reportable items
• Assign tracking control numbers to all items
  identified

48
Chapter 7. ATS Evaluation

• Responses to ATS unit evaluations
• Required on all items rated less than
  satisfactory
• Three-step closure process
• Action plan
• Develop and forward action plans to appropriate
  ATS authority within 30 days of receiving final
  ATS unit evaluation report
• First response
• Completed and distributed to ATS authority with
  60 days of ATS unit out-briefing
• Second response
• Completed and distributed with 180 days after
  date of the ATS unit evaluation out-briefing and
  every 180 days thereafter until all items are
  closed

49
Three-step Closure process

• Three-step closure process. The three-step
  closure process is the method by which less than
  satisfactory items of an evaluation are to be
  closed. The required responses should be
  available after 60 days and 180 calendar days and
  should describe the three steps as follows
• a) Corrective action. The initial action taken
  by the ATS unit to correct the discrepancy
• b) Follow-up action. The action taken over a
  period of time to validate that the initial
  action corrected the discrepancy. Include the
  date(s) when this was accomplished and the
  results and
• c) Management control. The action taken by the
  ATS Authority or ATS Unit that will remain in
  place to ensure the problem does not reoccur.
  The action should include identifying those posts
  within the ATS unit that have responsibility to
  periodically review the corrected discrepancy and
  when the review will be accomplished.

50
Chapter 8. Quality of Services Improvement
Programmes

• Introduction
• Initiatives that can improve the overall quality
  of air traffic services being provided
• Random voice recording reviews
• ATS unit quality assurance officers/specialists
  should complete several random voice recording
  reviews on a monthly basis
• Ensure overall quality of ATS is maintained

51
Chapter 8. Quality of Services Improvement
Programmes

• ICAO phraseology improvement programme
• Implement ATS unit phraseology improvement
  programme
• Benefit to pilots and controllers
• Results can improve quality of service and
  prevention of ATS incidents
• Method
• Random voice recording reviews
• Voice recording monitor evaluations
• Direct observations
• Recognition of ATS personnel who demonstrate
  outstanding phraseology or significant improvement

52
Chapter 8. Quality of Services Improvement
Programmes

• ATS customer service/feedback
• Important to establish good communications
  between ATS authorities/units and users
• Users can offer valuable feedback
• Feedback from others organizations/departments/int
  ernally
• Obtain feedback through surveys
• ATS quality assurance survey
• Conduct annually
• External
• Internal
• Analyzed and validate data collected
• Share results with ATS personnel
• Issues affecting quality of service should be
  addressed

53
Chapter 8. Quality of Services Improvement
Programmes

• Pilot/controller user forums
• Conduct annually
• Can produce good relations and enhance
  communications between ATS authorities, pilots
  and controllers
• Main objective
• Bring together people in the ATS system that work
  together on a daily basis
• Pilot on the flight deck
• Controller in the control room/tower
• Better understanding of each others
  responsibilities and duties
• Avoid conducting in a meeting type format
• Can also be used to present and explain
  information on the local or national ATS system
  and procedures

54
Chapter 8. Quality of Services Improvement
Programmes

• Participation in pilot safety seminars
• Participation of ATS authorities in pilot safety
  seminars
• Present information regarding the ATS system,
  safety and quality assurance
• Pilot visits to ATS units
• Encourage pilot visits to ATS units
• ATS system familiarization
• ATS system familiarization/education for pilots
• Consider developing an ATS system education
  programme for pilots
• Education pilots in how to best utilize the ATS
  system
• Functions
• Responsibilities
• Benefits
• Services

55
Chapter 8. Quality of Services Improvement
Programmes

• Familiarization training flights for ATS
  personnel
• Establish programmes with airlines
• ATS supervisors and controllers should be
  encourage to participate
• Allows ATS unit personnel to experience first
  hand the activities on the flight deck
• View programme as proficiency training

56
Chapter 8. Quality of Services Improvement
Programmes

• Recognition of quality performance
• Recognition of positive quality performance is as
  important as identifying deficiencies
• Recognition as individuals or as a team
• Providing a high standard of performance and
  quality of service

57
Chapter 8. Quality of Services Improvement
Programmes

• ATS performance measurements
• Important that ATS providers find ways to
  continually improve the safety and efficiency of
  ATS services
• Factors when measuring performance and quality of
  ATS services
• Safety
• Delay
• Predictability
• Flexibility
• Efficiency
• Availability
• Access
• Cost of Service
• Runway Capacity

58
THANK YOU
THE END