QUALITY OF SERVICES IMPROVEMENT PROGRAMMES

IMPROVING CUSTOMER SERVICE IFR Airspace Study Flight Information Centres Air Traffic Control Staffing User Consultation. Technology Procedures

IMPROVING CUSTOMER SERVICE IFR Airspace Study A National IFR Airspace Plan is being finalized to: Support improvement in the consistency of service delivery and safety. Improve IFR Controller utilization, productivity and workload balance. Match staffing requirements with traffic demand. To enhance and streamline more conventional contact between ACCs and operating IFR aircraft, the IFR Study, a study to determine the optimum sectorization of Canadian airspace, was commenced in 1998. Regional implementation teams are working to finalize details of the plan.

IMPROVING CUSTOMER SERVICE Flight Information Centres To improve the provision of flight information services, primarily to VFR aircraft. Flight information services will be consolidated into 6 Flight Information Centres. To improve the provision of flight information services, primarily to VFR aircraft, a Flight Information Centre (FIC) study was commenced in 1998. The objective of this study was to continue the centralization of Flight Information Services begun by Transport Canada and to determine the optimum number and location of Flight Information Centres needed to provide services across Canada. An extensive consultation program with all stakeholders including customers, the FSS Bargaining Agent and Transport Canada was conducted. .

IMPROVING CUSTOMER SERVICE Air Traffic Services Staffing To eliminate ATC staff shortages, the company has embarked on an accelerated training initiative. The ACCs have been chronically understaffed resulting in the excessive use of overtime. To eliminate this shortage, the company has embarked on an accelerated training initiative. It takes 12 to 24 months to train an IFR air traffic controller. With the accelerated training program, there will be over 150 students in the system at any one time. The expectation is that the ACCs and major towers will be fully staffed over the next three years. .

IMPROVING CUSTOMER SERVICE User Consultation The Air Transport Operations Consultation Committee (ATOCC) The Air Navigation System National Advisory Committee (ANSNAC) Local - Regional and Local level NAV CANADA has two formal customer forums to discuss future needs. The Air Transport Operations Consultation Committee (ATOCC), which consists of the major Canadian airlines, the Air Transport Association of Canada (ATAC), the U.S. Air Transport Association (ATA), and the International Air Transport Association (IATA), meet at least twice per year to discuss current issues and future needs of the large commercial carriers. The Air Navigation System National Advisory Committee (ANSNAC) is a broader-based Committee made up of national users and provider associations. ANSNAC has a mandate similar to that of ATOCC; however, ANSNAC allows for the discussion of future needs across the entire breadth of Canadian aviation from general aviation to airport operators through to the major carriers. Regular meetings are also held with our two largest customers, Air Canada and Canadian Airlines, to discuss operational issues. Local consultation is conducted as required.

IMPROVING CUSTOMER SERVICE Technology Global Navigation Satellite System Flight Management Systems Converging Runway Display Aid (CRDA)

IMPROVING CUSTOMER SERVICE Procedures Polar Routes through Canadian and Russian Airspace. FMS Arrivals Expansion of RVSM in Northern Airspace