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

3. 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

4. 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

5. 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

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

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

8. 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)

9. Questions?

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

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

12. Reasons For Rejection (Top 4)

13. Questions?