Shared Service Centre Kate Hofstetter Head of Technical Governance & Support 8th December 2016

SSC Organisation Structure Shared Service Centre Director Technical Governance & Support Business Management Business Intelligence Aviation Services Centre Desk Query Handling, Issue, Reissue, amend, replace, reject, suspend & revoke privileges Desk Based Technical assessment, Complaint/ query handling Resource Scheduling, Policy Guidance & Interpretation Reg 6 Activity PMO Capability Business planning, Business risk QMS Management, Audit capability Finance (budgeting), HR & Development, Gather data, Data input & validation, Analyse, process & interpret data, Produce reports, Passenger Survey Maintain databases, Reporting, Quality audits, Complaints tracking Operations Support

Aviation Services Head of Aviation Services Martine Freeman Licensing Assessment Team Manager Maria Jodka Approvals & Certification John Burton Aircraft Registration Robert Ferris Aeromedical Support Carmela Bryant Introduction of Aircraft Registration Roll out of the SSC generic team manager position to both Aeromedical Support The 2 PACT team supervisors report directly to Kate Hofstetter

Technical Governance & Support Services Head of Technical Governance & Support Kate Hofstetter Technical Assessment Alan Cole Team report to Kate Hofstetter PACT Technical Approvals Sharon Scott Scheduling & Exams Claire Walker Colin Flack Safety Data Jenna Matthews Licensing Support New role of Head of Technical Governance & Support and two teams transfer into

Technical Assessment only SLA 10 Turnaround times have varied from 24 to 10 working days, this has gradually reduced throughout the month.

Engineering Licensing TAT SLA 10 The oldest working days been maintained at 8 or below throughout October and November 2016.

Key Priorities over next 12 months Stabilise the Licensing processes & be ready for March 2017 increase in volumes Work with Industry to improve applications standards & requirements to reduce rejections. Continue to host visits to SSC and work in partnership to resolve issues Complete appropriate benchmarking activities Recruit the outstanding vacant positions across the SSC to enable a more robust cross training plan to be initiated Roll out eLicensing, Resource Scheduling, Correspondence & Complaints Management & Account Management Implement a new call centre infrastructure to provide call handling and first point of contact for the CAA Build a continuous improvement mentality in the SSC through a permanent Ops Ex team (ultimately to transition to the Transformation Programme)

Questions?

Janet Cook / John Hedges 8th December 2016 Shared Service Centre Part 66 License Assessment Janet Cook / John Hedges 8th December 2016

License Applications Accept/Reject Data validity, 8th Aug 2016 to Date

Reasons For Rejection (Top 4)

Questions?