CUSTOMER REQUIREMENTS : AVIATION MEDICINE

INTERNAL CUSTOMERS	CUSTOMER REQUIREMENT	CUSTOMER SERVICE STANDARDS		DATA REQUIRED
LICENSING DIVISION	§ Assistance with queries relating to medical matters, e.g foreign medical certification § Verification of documents presented for certification as and when required § Consistency with decisions regarding medical certification § Aligning procedures with designated bodies	§ Respond to queries related to medical matters professionally efficiently § Ensure that general inquiries are acknowledged and addressed effectively § Notifying relevant divisions on changes made by Avmed in time to ensure consistency in assurance of medical certificates § Constant consultation with designated bodies to ensure alignment of procedures	§ Ensure that problems and queries are resolved within 3 working days § 95% correct in responding to requests and queries § Acknowledge of complaints in 3 days of receipt § Complex problems solved within 14 working days § Less than 10% complaints	§ Customer feedback § Data from internal meetings § Trend analysis through - CIRS and e-mail - Website comments - Enquiries database - Suggestion box - Telephone register - Internal meetings - Trend analysis of captured information
FLIGHT OPERATIONS	§ Align procedures with Flight Operations division § Co-ordination of inspections and ATO approval with FOD § Part 138 and 141 checklist to be filed with FOD as well as within Avmed Division § Feedback on Licensing Council matters as and when required	§ Promote inter-division consultation to ensure alignment of procedures § Develop detailed specifications and ensure that proper processes and agreement are met by both divisions in arranging a successful inspection § Promote earlier resolutions to matters as requested	§ 95% follow up on recommendations determined at inter-divisional meetings § 80% inspections done with FOD § Feedback to Licensing Council within 14 working days	§ Quarterly inter-divisional meetings and as/when required § Customer feedback § Decrease in complaints re : service rendered by Avmed § Increase in good reviews / comments on services rendered
ACCIDENTS INVESTIGATORS	§ Ensure availability of pathologist at the scene of the accident § Ensure that there is consistency of medical procedures and standards applied during an accident investigation § Timely accidents and incidents reports § Representation at IARC meeting § Promote and deliver aviation medical education § To establish measures to improve service to our clients	§ Organize the schedule for National Pathologist on call and make it available to accident division on time § Formulation of a National Protocol to be followed during an accident, to ensure promotion of consistency in medical procedures to be followed by all pathologists § Enhance communication, with Pathologist to ensure adherence to the National Protocol § Arrange first-aid training and kits for accident investigators § To communicate with accident division on a monthly bases to ensure that accident cases are followed up to reduce delays in medical reports	§ 95% correct § Quarterly assessment of reports to ensure adherence to the National Protocol § 80% follow up on recommendations determined at external meetings § 100% follow up on recommendations determined at internal meetings § Biannual of meetings with external role players § Medical reports finalized within 7 days once all relevant information are collected § Progress notes on accidents up to date § Database of pathologists/labs with contact details up to date	§ Feedback from accident division § Data on general inquiries § Data on general complaints § Organize quarterly meetings with pathologist and toxicology laboratory and accident division § Database with information on accidents
ALL STAFF	§ Assist with inputs to various bodies in the CAA e.g. CARCOM, internal committees § Assist in ensuring compliance with OHS regulations	§ Participation in making valuable contributions § Participate in developing policies pertaining to OHS	§ 100% follow up on responsibilities § 80% compliance with OHS regulations	§ Customer feedback § Participation in internal committees § Dept of Labour § Inspectorate reports

EXTERNAL CUSTOMER	CUSTOMER REQUIREMENT	CUSTOMER SERVICE STANDARDS		DATA REQUIRED
ATO’s Part 138 Operators	§ Efficiency of services § Approval of ATO’s § Advise on requirements and standards to be complied to § Ensure adequate regulations	§ Industry consultation and Participation § Conduct inspections § Report to queries related to medical matters § Evaluate manuals of procedures § Give feedback and advice at Inspections	§ 08H00 - 16H00 § 95% resolution of queries § 100% annual inspections initially, later on a risk assessment basis § Acknowledge receipt of complaints/query within 3 days and ensure resolution within 7 working days § Approve/disapprove manuals within 1 month of submission to the division § Give advisory letter with each manual returned to customer § Discussion of inspection findings with operators immediately after an inspection § Inspection reports to be submitted to the GM within 1 week of the inspection	§ Customer feedback § Comments on checklists § Data from meetings and workgroups § Enquiries database § Telephone register § Official documents e.g. Government Gazette and CARCOM submissions
DESIGNATED INSTRUCTORS AND EXAMINERS	§ Efficiency of services § Timeous delegation and renewal § Advice on requirements and standards to be complied to § Review of problem cases § Promote aviation medical safety issues	§ Industry consultation and participation § Streamlining of processes and procedures for designations and renewals § Give feedback through publications, letters and website § Designate qualified and competent examiners § Bench marking and research based regulations/standards § Designation of initial applicants will be in accordance with regulations and stipulated guidelines	§ 50% consultation on matters concerning regulations reviews § Notification of renewal requirement annually in January § Renewal documentation issued once payment and stipulated requirements are met in March annually § Acknowledge receipt of complaint/query in 3 days and ensure resolution within 7 working days § Monthly panel meetings on the 2^nd Tuesday and monthly letters completed within 7 days of receipt of minutes from the advisory panel § Initial designation finalized within 2 months of receipt of all specified documents § Panel decisions to be forwarded to the particular examiner concerned within 7 days of completion of panel letters	§ Customer feedback § Enquiries database

EXTERNAL CUSTOMER NATIONAL	CUSTOMER REGUIREMENT	CUSTOMER SERVICE STANDARDS		DATA REQUIRED
NATIONAL DEPT OF TRANSPORT DEPARTMENT OF HEALTH INSTITUTE OF AVIATION MEDICINE SASAEM	§ Compliance with national guidelines of management of medical cases § Constant consultation with regards to personnel medical certification and panel discussions § Affiliation with representatives bodies, to promote and deliver aerospace medical education § Promote and protect the health and wellbeing of aviation personnel and users	§ Increase collaboration effort and partnership with national departments and necessary institutions to ensure compliance with guidelines. § Meetings with Institute of Aviation Medicine to discuss complicated medical matters and queries that may arise § To offer service promoting health of aviation personnel	§ 50% increase of partnerships or collaborations with external customers per annum § 90% resolution of complex medical cases § Annual attendance of relevant conferences and distribution of information attained on website	§ Customer feedback § Data on complaints and complements § Workshops hosted / attended § Enquiries database
ICAO ICASM AsMA SADC	§ CAA to conform with any specification for physical charesteristics, configuration, material, performance, personell or procedures which are considered necessary for safety or regulatory of international air navigation § Regular consultancy with the International Convention and institutions for update of new recommendations and regulations § Submission of differences to ICAO	§ International collaboration effort and partnership with foreign aviation organizations § CAA will improve communications with all our stakeholders by providing them with accurate and up-to-date information	§ 50% of improved partnership cases § 90% of all information will be accurate and up to date	§ Customer feedback § Data of complaints and complements § Survey