The Airports Council International (ACI), through its member airport operators and trading partners, has found that the concept of service level (LoS) and its application to the design, design, modernization and monitoring of airport systems need to be reviewed and updated, if necessary. The ACI document,Best Practice Guidelines – Airport Service Levels Agreement Framework contains a series of recommendations for the development of a contractual framework for service level agreements between airport owners, operators, regulators and/or third parties. This framework has been integrated and referenced in the new IATA Airport Development Reference Manual (ADRM – 10th edition), created in collaboration with the ACI. The purpose of these guidelines is to allow for discussions between all parties to ensure that the airport is operated in a consistent and balanced manner, taking into account not only spatial requirements, but also demand, processing rates and perceived quality of service. The acronym “SGHA” is of great importance in the world of airlines/service providers. The Standard Ground Handling Agreement is a widely used document that defines the business relationship between airlines and ground service providers. This is a draft contract signed by the industry for the provision of stopover assistance services. Business and operational details will be included simultaneously in the same document. Of course, these agreements are at the heart of any trade negotiations between partners and it sometimes becomes difficult to effectively express trade requirements and conditions under this standard. From a sectoral point of view, the SGHA is probably one of the top five trade texts in the world in terms of efficiency and applicability. Trying to make a high calculation of the airline – pairs of suppliers who use the SGHA by multiplying the number of airlines in the world by the number of destinations where they land in the world, it is clear that, given the commercial, operational and cultural complexities with which it is faced, it is a very good business tool. Since 2012, we have received more than 650 professionals from 94 IATA countries, as an indication of the broad acceptance of SGHA.
It is not easy to find another example in another sector where the same contract model with minimal adaptation is applicable in almost every country in the world. These pre-defined standards are then measured and evaluated to verify the level of compliance. It is therefore necessary to define a set of indicators and parameters of the level of quality of services in order to identify weaknesses and implement measures or procedures for improvement. Since the beneficiaries of these services are both the customer and the end user, a rigorous process of monitoring and monitoring the perceived quality level must be implemented. This information The combination of a properly written SGHA and ALS may be the best possible solution for quality services and successful collaboration. Without simplifying the process, we can say that SGHA indicates “what is needed” and that ALS “how” meets the requirements. Imagine a provider who has been providing excellent services to an airline for several years and believes it is time to apply for a well-deserved contract extension. In addition to the simple statement above, how is it possible to provide proof of quality? Data from an ALS performance evaluation are the perfect answer.