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Presented by Joseph SUIDAN

Assistant Director, ISAGO

IATA

ISAGOIATA Safety Audit for Ground Operations

March 16 th, 2010


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ISAGOIntroduction

Introduction ISAGO Model

ISAGO Documentation System

IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training Program Status

ISAGO Costs

ISAGO Insurance Program

IGOM

Ho to sc!edule an ISAGO Audit

Conclusion


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IATA Safety Audit for Ground Operations"!at is it#

A standardi$ed and structured audit program of Ground Ser%ice Pro%iders Internationally recogni$ed operational standards

Hig!ly trained and eperienced auditors

A model for operational ris' & safety management

A system for registration and s!aring of audits


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IATA Safety Audit for Ground Operations"!y are e doing it#

To reduce ground !a$ards t!at affect flig!t safety

To reduce aircraft ground damage

To reduce personnel in(uries

To prevent acts of unlaful interference

To avoid redundant audits

Because nobody else can


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Ground damageDirect costs

Damage to Aircraft)

4 Billion US $ a Year

Indirect costs

Measured in multiples

Personnel in(uries * deat!s

+oss of re%enues and cre costs Hotel, meals, re-protection of affected and

delayed passengers

Airline reputation


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Current situation.edundant audits

Multiple Audits per GS!

"it! ISAGOOne Audit per GSP

ISAGOSystem

"e#er Audits per GS!

Audit sharin$


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.egulatory O%ersig!t

Minimal direct re$ulatory o%ersig!t o%er Ground Ser%ice Pro%iders /GSPs0 in)

Selection and +icensing

Systems Implementation Training & De%elopment

Auditing, .eporting & Compliance

.egulators !old airlines responsi1le for o%ersig!t of GSPs

Airlines struggle to o1tain consistent results


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ISAGO Model

Introduction

ISAGO Model


IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool ISAGO Training

Program Status

ISAGO Costs


IGOM


Conclusion


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Corporate Audits

Station Audits

ISAGO AuditsTo-le%el audits

Conducted 1y an auditor from an Audit Organization

2ormally %irst audit acti%ity for initial registration

oyear audit cycle

Conducted 1y auditors from ool Airlines

2ormally accomplis!ed a%ter t!e Corporate Audit forinitial registration

oyear audit cycle for all stations /unless s!orteraudit inter%al mandated for a station 1y Pool airlines0

Corporate

Stations



ISAGO AuditsCorporate and Station audits

Corporate Audits

Typically one auditor for to days

x 2 days x 3 days

Typically t!ree auditors for t!ree days/for a full scope audit0

Can 1e less depending on t!e rangeof ser%ices pro%ided

Station Audits


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GSP .egistration Audit S!aring

3pon completion of t!e Corporate Audit and one Station Audit /i4e4 all findingsclosed0, t!e GSP is placed on t!e ISAGO 'e$istry

(orporate Audit ill normally 1e conducted %irst , folloed 1y Station Audits

.egistration of a GSP ill speci%y stations audited

GSP and Airlines consult t!e ISAGO 'e$istry and, upon re5uest and in line it!agreed protocol, IATA

pro%ides access to audit reports

ensures audit reports are 'ept in a secure en%ironment

6 (orporate Audit " 6 Station Audit 7 'e$istration



ISAGO .egistryISAGO .egistry page on !ttp)**4iata4org*isago



ISAGO Docu#entation

S$ste#


ISAGO Docu#entation S$ste#

IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool


ISAGO Costs


IGOM


Conclusion


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ISAGO Standards Manual /GOSM 0

ISAGO Program Manual /GO!M 0 ISAGO Audit Hand1oo' /GOA) 0

Tec!nical .eference Manual for Audit Programs /I&'M 0

Common Glossary for IOSA and ISAGO


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ISAGO Standards & .ecommended

Practices /GOSA.Ps0P!ilosop!y

Contain t!e specifications necessary to audit a ground !andling ser%ice pro%ider

Generally 1ased on t!e IOSA standards model

8ocus on compliance it!)

re5uirements of customer airlines

and rele%ant regulations

Address continuity of a Pro%ider9s management system from t!e corporate le%el to front

line ground operations

Pro%ide tec!nical specifications for t!e %arious types of ground operations t!at may 1e

conducted at any station


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ISAGO Standards & .ecommended

Practices /GOSA.Ps0Source .eferences

IATA Airport Handling Manual / A)M 0

Ot!er rele%ant IA&A Manuals) Dangerous Goods, +i%e Animals, Security, Airports

.ele%ant Industry Source Documents) e4g4 ISO :;;6*6



ISAGO Standards Manual /GOSM0GOSM =nd >dition ? 8e1ruary =;6;

.educe num1er of standards

Com1ine pre%ious OMS and STM Sections

.educe num1er of man days necessary to perform audits

8acilitate corporate audits 1y Airlines /%ersus 1y AOs0

If t!e company pro%ides ser%ices on a single station co-located it! t!e

!ead5uarters, Corporate and Station operations ill 1e audited simultaneously

Harmoni$ation it! IOSA Standards Manual /ISM0

>n!ance understanding of ISAGO Standards


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ISAGO Standards Manual /GOSM0GOSM =nd >dition ? 8e1ruary =;6;

Section 6 O)M Organi$ation and Management System

Section = *OD +oad Control

Section @ A+ Passenger Handling

Section < ,AG Baggage Handling

Section -D* Aircraft Handling and +oading

Section AGM Aircraft Ground Mo%ement

Section CGM Cargo and Mail Handling

Section 6 /O)M0 applies to all corporate and station audits

Section = to apply to station audits, depending on range of ser%ices offered


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IOSA . ISAGO

Introduction

ISAGO Model


IOSA . ISAGO

ISAGO Benefits

ISAGO Audit Pool


ISAGO Costs


IGOM


Conclusion


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IOSA & ISAGO

IOSA ISAGO

An audit of Air Operators /passenger and cargo0

An audit of Ground Ser1ice ro1iders

Common elements

Safety and security of flig!t operations

ISAGO includes safety of $round ops personnel

Audit 1ased on internationally recogni$ed operational standards and recommended practices

Hig!ly trained and eperienced auditors conduct audits

Audit s!aring

A system of registration



IOSA & ISAGO Audit scope

O)G 2 Org& Mgmt System

3*T 2 Flight Operations

DS 2 Flight Dispatch

MNT 2 A! "ng#&Maintenance

CA, 2 !abin Operations

G)- 2 A! ro%nd andling

CGO 2 !argo Operations

S4C 2 Operational Sec%rity

IOSA Standards Manual

ISAGO Standards are significantly .ore nu.erous and .ore

operationally detailed t!an t!e IOSA G.H and CGO standards

Ground Ops

Ground Ops

ISAGO Standards Manual

O)M 2 Org & Mgmt System*OD 2 'oad !ontrol

,AG 2 Baggage andling

-D* 2 A! andling & 'oading

CGM 2 !argo & Mail andling

A+ 2 Passenger andling

AGM 2 A! ro%nd Mo(ement



ISAGO

,ene5its



IOSA & ISAGO

ISAGO ,ene5its

ISAGO Audit Pool


ISAGO Costs


IGOM


Conclusion



Benefits from ISAGO8or Airlines & Ground Ser%ice Pro%iders

Airlines Ground Ser%ice Pro%iders

.eduction in ground ops incidents, accidentsand in(uries

Audit s!aring and system of registration

Cost sa%ings)

+ess ground damage and feer audits

Supports outsourcing decisions /e4g4 nestations0

.eduction of incidents in ground ops

.eduction of personnel in(uries

Standardi$ation across multiple operations

.eduction in num1er of audits loer costs

+oer costs 7 focus resources on operations

>n!anced company image*reputation



/%

Benefits from ISAGO8or .egulators and Airports

3niform standards for ground !andlers

Potential to complement regulatory o%ersig!t Impro%e control 1y airport aut!orities

!rere/uisite %or issuin$ a $round handlin$

concession at an airport



2ational A%iation Aut!orities +ist of supporti%e 2AAs as of Febr%ary )*+*

Countr$National A1iation

Authorit$! Austria DGCA

/ Belgium CAA

6 Canada TC

% C!ile DGAC

& >t!iopia CAA' 8rance DGAC

7 Hong Eong CAD

Countr$National A1iation

Authorit$( Fordan CA.C

9 +e1anon DGCA

!0 Macau CAA

!! 2et!erlands I"

!/ 2igeria 2CAA!6 .ussia MAE

!% 3E CAA

!& 3SA 8AA



Airport Aut!orities +ist of supporti%e Airports as of Febr%ary )*+*

)egion Countr$ Airport Authorit$

,orth America

3SA Seattle-TacomaInternational Airport

Canada Aroports de Montral/ADM0

Canada Calgary Airport Aut!ority

'atin America

& -he!aribbean

Colom1ia >ldorado International Airport

>cuador TAGSA Aeropuerto deGuaya5uil

>l Sal%ador >l Sal%ador Intl Airport

Honduras InterAirports S4A

Famaica Montego Bay Airport

Peru +ima Airport Partners

A.ricaSout! Africa ACSA Airport Company

Sout! Africa

)egion Countr$ Airport Authorit$

"%rope

2et!erlands Amsterdam Sc!ip!ol Airport

Italy enice Marco Polo Airport

Asia Paci.ic

Australia Adelaide Airport

Australia Mel1ourne Airport

Australia Pert! Airport

Australia Australian Airport Association

.ep of Maldi%es Male International Airport

,orth Asia

C!ina C!engdu S!uangliu

C!ina Capital Airports HoldingCompany

Hong Eong Hong Eong Airport



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ISAGO Audit ool



IOSA & ISAGO

ISAGO Benefits

ISAGO Audit ool

ISAGO Training

Program Status

ISAGO Costs


IGOM


Conclusion


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ISAGO Airline Audit PoolConcept

Airline >3 Airline M>2A Airline 3S

GSP in ASPAC

GSP in M>2A

GSP in >3

GSP in 2AM

ISAGO Audit

ool

ISAGO Audit ool Me#8ership

- 8or no, mem1ers!ip is reser%ed to IATA mem1ers

- Pool mem1ers conduct an allocated num1er of stationaudits eac! year

- Pool mem1ers !a%e unconditional access to auditreports t!roug! audit reports s!aring

ool #e#8ers are responsi8le 5or no#inatingeperienced and :uali5ied airline auditors thatconduct ISAGO Station Audits

- Airline auditors undergo an ISAGO training for auditors

IATA is responsi8le 5or;

- Pool management and administration

- Audit allocations


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North A#erica

4urope

Middle 4ast <North A5rica

A5rica

)ussia < CIS

-Air Canada

-Air Transat

-Continental

-Delta

-3nited

-Aeroflot

->gyptair

-Iran Air

-+i1yan Airlines

-.oyal Air Maroc

-.oyal Fordanian-Saudi Ara1ian

-emenia

-Air 2ami1ia

-Air Jim1a1e

-Comair

->t!iopian

-Eenya Airays

*atin A#erica. The Cari88ean

-COPA

-+A2

-Meicana

-TACA

ISAGO Audit ool ; %0 #e#8er airlines /As of Febr%ary )*+* 0

China <North Asia

-Cat!ay Pacific

-C!ina >astern

-Adria

-Air 8rance

-Alitalia

-Austrian

-BA-BMI

-Brussels

Airlines

-CSA

-E+M

-+OT

-+uft!ansa

-Male%-TAP

-TA.OM

Asia aci5ic

-Air India-Eorean Air


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ISAGO Audit Pool < in process of signing, @ interested airlines

In the process o5 signing;

Aero#eico

A1ianca

4tihad Air=a$s

>antas

Air >uropa

Air Mauritius

A2A Atlas Air

Blue6

Blue "ings AG

Bmi

C!ina Airlines

C!ina Sout!ern

Continental Airlines

Cyprus Airays

DH+ >mirates

>stonian Air

8innair

Gulf Air

I1eria

FA+

Fet Airays

Euait Airays

Interested airlines;

Malaysia Airlines

M>A

2"A

Olympic Airlines

.egional

Katar Airays

Safair

SAS Scandina%ian Airlines

SATA

Singapore Airlines

Srilan'an Airlines

Siss International Air +ines Syrianair

TAM

T!ai Airays

T2T

3S Airays

irgin Atlantic


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ISAGO Training



IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs


IGOM


Conclusion


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ISAGO TrainingISAGO Auditor Training Course

Course contents Training schedule

.e5uirements for operation management systems

.e5uirements for areas t!at ill 1e audited/e4g4 O.M, +OD, PAL, BAG, HD+, AGM, CGM0

.ele%ance and meaning of programs, processes and

procedures

Consistent and standardi$ed ISAGO auditing tec!ni5ues

K >lectronic Audits System

Bei(ing) !?& March /0!0

Singapore) !7?/! Ma$ /0!0 Gene%a) /'?60 Jul$ /0!0

Montreal) !&?!9 No1e#8er /0!0

@

(onsult the entire calendar at ###3iata3or$trainin$

De%eloped and deli%ered 1y t!e IATA Training & De%elopment Institute / ITDI0

Designed for Pool Airline Auditors >%ery candidate for ISAGO Auditor is re5uired to complete t!e Training

4as speci%ied in the !ro$ra. Manual Section 5


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ISAGO TrainingISAGO Training for Ground Ser%ice Pro%iders /GSPs0

Course contents Training schedule

Gain 'noledge a1out ISAGO from a GSP9s %iepoint

ISAGO Standards and GOSA.PS t!at ill 1e audited

K >lectronic Audits System Preparing for an ISAGO audit

ISAGO registration, data management

Audit s!aring, program administration

Gene%a) 7?9 April /0!0

Singapore) /%?/' Ma$ /0!0

Gene%a) /9 Sep ? ! Oct /0!0 Del!i) !0?!/ No1e#8er /0!0

Bei(ing) /%?/' No1e#8er /0!0

@

(onsult the entire calendar at ###3iata3or$trainin$

De%eloped and deli%ered 1y t!e IATA Training & De%elopment Institute / ITDI0

Designed for Ground Handlers to assist in t!e preparation for an ISAGO Audit


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ISAGO rogra# Status



IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

rogra# Status

ISAGO Costs


IGOM


Conclusion


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>sta1lis!ment of t!e ISAGO Pool


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ISAGO Audits Snaps!ot

North A#erica / B

*atin A#erica .The Cari88ean !' B

4urope /& B

A5rica !0 B

)ussia . CISCountries % B

China . NorthAsia 7 B

Asia aci5ic !6 B

Middle 4ast .North A5rica /6 B


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=;;: Ac!ie%ements Summary

6;: audits conducted %ersus Board target of ; dition .educe num1ers of standards Com1ine OMS and STM sections 8acilitate corporate audits 1y Airlines /%ersus 1y AOs0


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=;;: ISAGO Audits

!09

(0/009 Target


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ISAGO Target =;6; ) 6=; AuditsPlanning Consideration in =;6;

Allocation Process in =;6; ) Mainl$ dri1en 8$ articipating

Airlines riorities

Aim is to !a%e a maimum of ISAGO Audits per Pool airline

Audit Teams

Participating Airlines

3ndergone ISAGO Auditor Training Priority to GSPs !a%ing cleared t!e corporate element in =;;:


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ISAGO Costs



IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs


IGOM


Conclusion


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Audit CostsCorporate Audit

Corporate audits are conducted 1y independent Audit Organi$ations /AOs0accredited 1y IATA

GSPs co%er t!e costs of t!e corporate audits

T!e corporate audit usually ta'es place at t!e HK of t!e company4 In somecases, a corporate audit mig!t 1e also re5uired at t!e .egional and*or Countryoffices4

Corporate Audit C$cle A#ount HUS

Head5uarters*.egional*Country

= years & 000 "

tra1el


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Audit CostsCorporate Audit

8or =;6;, IATA ill continue to finance a limited

num1er of corporate auditsN

Priority ill 1e gi%en to GSPs undergoing renealaudits and t!ose t!at !a%e su1mitted auditre5uests in =;;: 1ut due to resource limitations

ere mo%ed in =;6;

0 S%b1ect to agreement o. the 2A-A )*+* B%dget


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Audit CostsStation Audit

Auditing Airlines co%er t!eir on costs in!erent to station audits /at airports0, including auditorstra%el & accommodation4

Station Audit C$cle A#ount HUS

Audit at Airport = years 0

Heisting

resources

Audit Management Softare+icence 8ee /3 Systems0

6 year /&0 Fai1ed


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ISAGO Insurancerogra#



IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs

ISAGO Insurance rogra#

IGOM


Conclusion


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ISAGO Insurance ProgramMore 1enefits for ISAGO .egistered GSPs

ISAGO pro%ides a uni5ue opportunity for t!e industry to 1undle its

a%iation insurance 1uying %ia an insurance program

Ground Ser%ice Pro%iders /GSPs0 t!at are ISAGO registered are

eligi1le for t!e program

Participants are eligi1le for) Increased mar'et presence

+oer premiums

Better co%erage

Better claims !andling


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ISAGO Insurance Program"!at9s in it for insurers#

Indi%idual ris's are attracti%e 1ecause t!ey are selecti%ely 1undled

T!is increases competition and certainty of capacity

(ontact details

4liza8eth -oltonConsultant,

.is' Management & Insurance

IATATel)


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IATA GroundOperations ManualHIGOM



IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs


IGOM


Conclusion


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8or no eac! airline pu1lis!es t!eir on Ground OperationsManual /GOM0

8or t!e same type of aircraft, eac! indi%idual airline approac! canlead to significant %ariations in re5uirements and standards increased safety ris' increased ris' of aircraft damage

inefficient ground ops

Concept; Standardi$ed IATA Ground Operations Manual !ic! Airlines can adopt as t!eir Core set of re5uirements

IATA Ground Operations Manual /IGOM0Concept


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3or airlines; Impro%ed compliance from ground agents .educed time spent conducting operational audits .educed manual production*maintenance costs

3or GS; Simplified or' processes and SOPs .educed training costs .educed manual production*maintenance costs

3or all; Single industry standards Simplified Ser%ice +e%el Agreements /SGHA0 and reduced costs >n!anced safety Simplified audits and inspections

IATA Ground Operations Manual /IGOM0,ene5its


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IATA Ground Operations Manual /IGOM0De1elop#ent

De%elopment of IGOM ill ta'e account of rele%ant

pu1lications suc! as) IATA AHM ot!er IATA Pu1lications /e4g4 DG., +A., PC.0 Company manuals /e4g4 Airline and GSP0 Manufacturers manuals

ro1isional Ti#escale;

8orm Tas' 8orce 1y end of =;;: Hdone Significant deli%era1les 1y end of =;6;

IGOM is one o5 the top sa5et$ priorities set 8$ theIATA ,oard o5 Go1ernors 5or /0!0


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-o= to schedulean ISAGO audit



IOSA & ISAGO

ISAGO Benefits

ISAGO Audit Pool

ISAGO Training

Program Status

ISAGO Costs


IGOM

-o= to schedule an ISAGO Audit

Conclusion


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0! Donload t!e ISAGO Standards Manual

0/ 8amiliari$e t!e Corporate Managers it! t!e O.M Standards

06 8amiliari$e t!e Operations Personnel it! t!e Standards applica1le to t!e

scope of your ser%ices /e4g4 +oad Control /+OD0, Passenger Handling

/PAL0, Aircraft Ground Mo%ement /AGM0 and ot!ers0

0% Complete t!e ISAGO Audit .e5uest form

0& .eturn t!e completed form %ia email to isagoauditre5uestQiata4org

Ho to sc!edule an ISAGO AuditOn t!e ISAGO "e1site ? 4iata4org*isago


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Ho to sc!edule an ISAGO AuditOn t!e ISAGO "e1site ? 4iata4org*isago


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ConclusionIATA Safety Audit for Ground Operations /ISAGO0

o fundamental aims)

I.provin$ operational sa%ety

Drivin$ do#n nu.ber o% redundant audits

Modelled on IOSA9s structure

ISAGO ill esta1lis! a #orld#ide bench.ar7 and standard %or $round operations3


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