SWAZILAND CIVIL AVIATION AUTHORITY SWACAA NEWSletter · SWACAA Nesletter, Deemer 2016. 3. FEATURE....

1SWACAA Newsletter, December 2016

SWAZILAND CIVIL AVIATION AUTHORITY

SWACAA NEWSletterSWAZILAND CIVIL AVIATION AUTHORITY NEWSLETTER | ISSUE NO. 6 DECEMBER 2016

HURRAY TO THE CHAIRMAN!

KING MSWATI III INTERNATIONAL AIRPORT AT WORLD ROUTES 2016

IN CHENGDU, CHINA

SWAZILAND INTERNATIONAL TRADE FAIR

2016

ISO STANDARDS - THE FUTURE IS NOW

2 SWACAA Newsletter, December 2016

SWAZILAND CIVIL AVIATION AUTHORITY FROM THE DG’S DESK

TABLE OF CONTENTS

EDITOR’S NOTE

Editor’s Note 2

ISO Standards - The Future is Now 3

Hurray to the Chairman 4

Customer Excellence at Airports 5

King Mswati III International Airport at World Routes 2016 in CHENGDU 7

Uniting Africa’s Aerodromes through Swaziland 8

Swaziland International Trade Fair 2016 9

Sibebe Suvivor 2016 10

Meet our SHE Reps, Fire Marshals and First Aiders 11

It is that time of the year when we once again stop for a while to ponder over the miracle, found in Bethlehem,

neatly tucked in a manger, more than two thousand years ago. Let us go all out and celebrate. That is in order. It is time to go to places far and wide. It is time for togetherness, to meet family and friends, either next door or a stone’s throw away. It is a season of travel – one mile or a thousand.

Travel in whatever mode of transportation is one thing that opens the mind, disentangle stereotypes and open a world of opportunity. Go ahead. Please yourself. But as we do so, let us remember the basic rules of safety and security. We need to ensure that our persons, families, neighbours, communities and property are in the best form of protection from harm. Talking about protection from harm, I immediately become aware that we as the Swaziland Civil Aviation Authority have the duty of protecting people and property from harm. It is our core business.

In this publication we show how we have assembled the best of the world and brought them to our shores to dissect issues of aerodrome (airport) safety and certification. The aerodrome is where it all starts in safety – and can then build up from there. Errors of commission or omission at the aerodrome will largely account for the fate of every flight. We take pleasure in learning for prevention and horning our skills for oversight and surveillance.

We are a standards organisation. The Director General is leading from the front in pursuit of ISO 9001, 14001 and 18001. Not there yet, but the horizon is firmly within reach. Coming out of the closing meeting for the final ISO certification audit some weeks ago, we looked at each other in the eyes, surprised at what we can achieve if we all put our shoulders on the wheel to push. We wait in anticipation.

Minister the Honourable Pastor Lindiwe Dlamini has done it. She has announced a Board of Directors made of gallant men and women of honour to be in the leadership of this esteemed organisation with so much pressure heavily laden on their shoulders. These men and women are well known achievers in their different fields, having served this nation with distinction in various capacities. We now have title to the claim of calling them our own. So indeed; Captain President Dhlamini, Ms Thandeka Dlamini, Ms Nokwazi Mhlanga – Mathabela, Mr Joseph Warring, Ms Nokuthula Dlamini, Mr Douglas Litchfield … welcome aboard!

Talking about protection from harm, I immediately become aware that we as the Swaziland Civil Aviation Authority have the duty of protecting people and property from harm. It is our core business.


SWAZILAND CIVIL AVIATION AUTHORITYFEATURE

A long journey for the Swaziland Civil Aviation Authority has reached a great milestone. The Authority

took a decision to improve itself for the betterment of its stakeholders and the aviation industry in Swaziland and to keep up with the rest of the international market.

After the long journey of preparations, SWACAA recently went through an audit conducted by TUV Rheinland, an ISO consultant from South Africa, to establish how far the Authority had gone in its endeavour to obtain ISO certification. The audit, which was a week long process, entailed meetings between the ISO consultants and all SWACAA’s Executive Committee, Heads of Department and members of staff.

The Director General, Mr. Solomon Dube, emphasised during the opening meeting at King Mswati III International Airport how important it was for all involved to give full cooperation to the auditing team and how important and vital was the stage that SWACAA had reached. He reminded all in attendance how this all began and the improvements and commitments that SWACAA had made to obtain ISO Certification.

What had started as a dream and a vision was coming to fruition and for SWACAA to benefit there needed to be a veil of clarity and honesty. He ended by saying, “We are a people

of honesty and integrity and we do not believe in taking short cuts as we will not only be letting the Authority down but also ourselves.”

The entire organisation worked in almost perfect symmetry and geared up for what would be a very exciting week since the opening of King Mswati III International Airport. During the first three days the audit team, led by SWACAA’s project champions, visited all the departments and work stations at KMIII Airport to interact with SWACAA operational staff on site.

On the final two days the full ISO team visited the Authority’s head office at Matsapha Airport. They made full contact with SWACAA’s administrative departments and established how the organisation works to give quality service to its stakeholders.

The closing meeting of the audit was held in the boardroom at SWACAA’s head office. The air of anticipation was evident as all in attendance waited patiently for the results of the audit.

The audit team, led by Mr. Dieter Krauss, expressed that they were happy with what they had witnessed during the course of the week. Mr Krauss highlighted that they were pleased with the great strides that SWACAA had taken since the initial audit and the improvements made. He concluded by saying that SWACAA had done well in the audit process and that say for a few issues, a recommendation for full certification would be made. As these words were said a sense of relief and excitement could be felt by all those that had been involved in the process.

ISO STANDARDS - THE FUTURE IS NOW

SWACAA officials with ISO auditors at the Board Room during a debriefing meeting.



The news spread like wild fire throughout the corridors of the Authority. The Minister for Public

Works and Transport had announced the SWACAA Board of Directors. At the helm was none other than the much respected Mr President Dhlamini, an aviator of note, one of the founding Board members of the Authority. The excitement about the Chairman emanates not only from the fact that he is a knowledgeable aviator with thorough knowledge of the industry in Swaziland, but has also gained respect as an international corporate leader. Known for his sensitivity to good governance and ability to focus on strategy, there is no doubt that the future of the industry in Swaziland is in the right hands. Hailing from Zombodze Emuva in the Shiselweni Region, the Chairman brings with him 37years of experience in the aviation industry and is an Airline Transport Pilot by profession having worked for the Royal Swaziland National Airways. Captain Dhlamini boasts of over14, 000 hours flying experience and he has flown both Lijubantsendzele and Fokker 100 aircraft. The Chairman has also worked for Swaziland Airlink as Chief Pilot and later became the General Manager. Currently Captain Dhlamini is employed as Accountable Manager at ESKOM where he is responsible for Strategic and Operational Plans, Operations Management and Business Unit Performance.

The Chairman holds a Master of Business Administration, Diploma in Aviation Safety Management (IATA), Line Check Captain/Instructor Pilot Qualification (USAIRWAYS), FAA Airline Transport Pilot Certificate (Licence).

The Director General, Executive Committee and entire staff of SWACAA take this opportunity to congratulate and wish the Chairman a remarkable term of office.

HURRAY TO THE CHAIRMAN!

Mr. President Qiniso DhlaminiChairman

FEATURE



The Swaziland Civil Aviation Authority (SWACAA) has identified the need to enhance customer service experience

at King Mswati III Airport in line with the SADC Summit 2016 and the projected increase in passenger volumes due to similar events that could be scheduled in Swaziland in the future.

In an effort to equip the airport stakeholders that interact with customers, the Authority organised a training course on Customer Excellence at Airports. The rationale of engaging such a course was observed as a requirement and benefit for the various entities that work directly and indirectly at the airport. The target audience included the different airport stakeholders at all levels and a total of 38 participants were identified that comprised senior management, customer service professionals, aviation security specialists (AVSEC), the police, the army, immigration department, customs and health officers.

The Training on Customer Excellence at Airports was held in two groups at the King Mswati III Airport Training Room.

The primary objective of the course was to lay a strong foundation in identifying passenger types and in particular the airport protocol to be observed in specific situations,

such as handling dignitaries. The workshop aimed to inform and enhance specific areas of knowledge, abilities, skills, behaviour and even attitudes to equip participants for better job performance from a customer perspective. A logical and interactive approach was applied putting emphasis on particular elements that deal with communication styles and customer expectations.

The course was customised to suit the specific requirements at King Mswati III Airport and designed to be highly interactive, modelling a variety of effective training methodologies, including demonstration, practice, discussion, group exercises, brain-storming, case studies, role play, games

CUSTOMER EXCELLENCE AT AIRPORTS

In an effort to equip the airport stakeholders that interact with customers, the Authority organised a training course on Customer Excellence at Airports. The rationale of engaging such a course was observed as a requirement and benefit for the various entities that work directly and indirectly at the airport.

FEATURE

SWACAA staff and staff from various Airport stakeholder organisations.



and presentations. The training approach was based on the principles of adult learning, which included some focus on peer review. The three-day workshop included a project that focused specifically on the Airport Protocol to be followed when handling VIP passengers and the response from participants was positive.

The first training group included senior management and encouraged interactive discussions and high level thought processes regarding running the airport versus providing a great customer experience. There were many questions on the modules discussed, which encouraged enriching and thoughtful dialogue. High level energy and great interaction was observed as the ‘leaders’ in the group ‘walked the walk’ – they led by example which made it a comfortable environment for the others to follow. High synergy was observed during group activities and most participants seemed eager to contribute. While personality types differed greatly, the group activities saw the ‘introverts’ genuinely contributing to the tasks.

Group two was observed to be more introspective and although there were fewer questions during discussions, they showed equal vigour during group activities. More time was

required to warm them up to answering questions and debating topics, especially during the first day. There was a preference to stay within their comfort zone, for example working with people they knew during group activities versus moving around to different tables. This changed over the days as they became more comfortable with each other.

In general, participants from non-customer related departments were clearly more process-driven as expected. All participants actively attended the training course with curiosity and were comfortable participating in the group work. They were involved in the games and activities and worked in teams where discussion, opinions and experiences were exchanged. The atmosphere was in line with the learning methods.

As a follow-up action plan to contribute further to the training objectives, SWACAA will strive to maintain standard airport guidelines across departments and entities regarding customer experience at the airport. What is of utmost importance now for the organisation is the development of a Customer Service Charter to ensure that Customer Service becomes an integral part of all employees’ work ethic at the airport and is inclusive of all entities.

FEATURE

Passangers passing through KMIII Airport



World Routes is the flagship forum – the mother of all Airports and Airline marketing and

networking shows held annually and Chengdu International Airport was the host in September 2016.

The city of Chengdu is in south-western China in the province of Sichuan on the mainland. It was not difficult to understand why Chengdu took all the honours and was awarded the right to host World Routes. It is a glorious city that has come far and has done very well for itself. Its GDP has grown tenfold during the last ten years and it continues to be on the rise.

Direct Investment is pouring in and domestic and international tourist statistics show unprecedented growth. No wonder this big and pretty city famous for its giant pandas has recorded the much coveted 40 million mark in passenger numbers!

The approach to Airport marketing has long been proved to be destination driven. The Swaziland Civil Aviation Authority attended the show and rolled out the carpet for The King Mswati III International Airport’s patrons. Held at the International Convention Centre, the show was a networking and exhibition showcasting Swaziland as a destination with her facilities, investment projects and tourist attractions. Stakeholders from sister organisations such as the Swaziland Tourism Authority

formed an integral part of World Routes in Chengdu, leading discussions about the destination of the Kingdom of Swaziland. There are basically two important purposes in the World Routes strategy. The first is the exhibition of airports in the context of what their destinations have to offer because travellers do not go to airports but use them for the purpose of business or tourism. The second and extremely important reason is to meet airline decision makers. This is where ground breaking pitches are made and if it is a happy story, big deals are scored too! The King Mswati III International Airport delegation had a string of meetings lined up with airlines including two Gulf carriers, one African and two European airlines.

Whereas big airlines are naturally more inclined towards bigger and busier cities in Africa, there is now a growing market in the “off the beaten track” African destinations such as Harare, Windhoek and Gaborone. These developments are an indication that Swaziland is closer to a big deal than it may seem. It is said that destination marketing is about “doing more of the same”.

Of note has been the emphasis on low cost airlines as the solution for African mass connectivity domestically and in between African destinations. The Chinese shared in great detail how the airline industry has enabled a swift and sustainable movement of low income earners by air to various parts of China. The low cost airlines are also said to be the deciding factor behind the rapidly growing airports infrastructure as the country races to keep pace with demand.

KING MSWATI III INTERNATIONAL AIRPORT AT WORLD ROUTES 2016 IN CHENGDU, CHINA

FEATURE

Sabelo Dlamini and Wendy Mkhwanazi attending to patrons at the KMIII stand at World Routes.



The Swaziland Civil Aviation Authority, in collaboration with the Federal Aviation Administration (FAA) from

the USA and SADC Safety Aviation Organization (SASO), successfully hosted the Comprehensive Aerodrome Safety and Certificate Workshop at Ezulwini from the 19th - 23rd September 2016.

An aerodrome is a defined area on land intended to be used for the arrival, departure, and surface movement of aircraft. That is to say an aerodrome is simply a location from which aircraft flight operations take place, regardless of whether they are involved in air cargo, passengers, or neither. Aerodromes include small general aviation airfields, large commercial airports and military air bases.

The main purpose of this training, which was an extension of the first one conducted in Ethiopia last year, was to provide a brief review of ICAO history, identify ICAO Annexes referencing the Standards & Recommended Practices (SARPs) relating to Aerodromes, provide a brief overview of the FAA, and identify the qualifications and training of an FAA Airport Certification Safety Inspector (ACSI).

Delegates and officials from Swaziland, Lesotho, Botswana, Namibia, Cape Verde, Cameroon, Kenya, Angola, Nigeria, South Africa and the USA were in attendance. The training was officially opened by the Director General, Mr. Solomon Dube, who welcomed all the delegates and facilitators. Mr Dube

mentioned that in as much as the aviation industry in Swaziland was not as strong as in other countries, it has the capacity and capabilities to be great and reach full achievement through building strong relations in the industry with other countries.

The week-long training entailed the delegates being involved in all the practicalities of the programme. On the fourth day the delegates were taken to King Mswati III International Airport as part of their programme with the runway, fire station and perimeter fence being the focal points of the tour. The delegates were impressed with the airport and expressed that it was one of the best in Africa and also complimented the great potential of Swaziland’s aviation industry.

The Aerodrome Training was a great success not only in terms of Swaziland successfully hosting it but also in the validation and praise for the work done in uplifting the industry nationally and also how the construction of the airport will benefit the Southern African region.

UNITING AFRICA’S AERODROMES THROUGH SWAZILAND

An aerodrome is a defined area on land or water (including any buildings, installations, and equipment) intended to be used either wholly or in part for the arrival, departure, and surface movement of aircraft

FEATURE

Delegates at the Aerodrome Training hosted by SWACAA and the Federal Aviation Administration (FAA), Ezulwini.



The annual Swaziland International Trade Fair was held on August to September 2016. The Authority once

again participated in this year’s exhibition with Swazi Airways, Swaziland Airlink, and Aghalieaku Airline. These were under the Aviation stand for which this year’s theme was King Mswati III International Airport: a Working Airport.

The organisations’ participants had the opportunity to market themselves to patrons as airlines offering services at King Mswati III International Airport. Aghalieaku, as one of the new airlines that has already started operating, had the opportunity to converse with His Majesty King Mswati III during the official opening of the exhibition. Patrons demostrated high interest as they came in their numbers to the Aviation stand and enquired about new routes, fares and courses to be offered at the Training Aviation Academy. One patron Nokwanda said, “I am very excited that we will have our own Aviation Academy, I have always been interested in studying piloting and now that this course will be offered locally it will be much easier for me to enrol. This shows that as a country we are working towards being a first world status country”.

One of Swazi Airways’ employees said, “It is a great privilege to be a part of this year’s exhibition show. As a recently formed airline, this is our chance to give out as much information as we can to the public prior to our operating. Having patrons come

to our stand has given us a bigger picture as to what the clients expect from us and their suggestions have been very helpful.”

A total of about four hundred (400) patrons visited the stand and received corporate gifts in appreciation. One highlight was a comment made by a patron who is a teacher by profession, “Your customer service is on point! When we are touring at the airport your staff members always welcome us warmly and they are very friendly. Our students always look forward to visiting again”, he said.

The Authority was honoured to be one of the exhibitors and the objective of marketing air transport services was achieved. This is evidenced by the number of patrons and the interest the public showed, to the extent that they took publications with them to learn more about the Aviation industry.

SWAZILAND INTERNATIONALTRADE FAIR 2016

I am very excited that we will have our own Aviation Academy, I have always been interested in studying piloting and now that this course will be offered locally it will be much easier for me to enrol. This shows that as a country we want to develop into a first world status country.

FEATURE

KMIII stand at the Mavuso Trade and Exhibition Centre.



As soon as information was disseminated for Sibebe survivor 2016, SWACAA staff members

flocked to the Marketing Department to register and be part of this gigantic event. You could tell that they were eagerly looking forward to the event, 2016 edition. The Rotary Club of Mbabane-Mbuluzi hosts Sibebe Survivor in conjunction with various sponsoring companies in an effort to raise funds for charity. It has become a feature in most company’s events calendar, mainly as a prime team- building, branding and corporate social investment platform.

A reported 5,000 participates take part in the Sibebe Survivor each year and the SWACAA team went all out to be part of this brilliant initiative, a fund raising walk that has gained iconic status. The Authority has been participating in this event since 2012 and most SWACAA staff members enjoy the rewarding physical exercise, as well as the opportunity to interact with other people from different corporations.

The interesting thing about Sibebe Survivor is that it is open to anyone who is up for a challenge and people of all ages, including children, participate in the walk. The rock Sibebe is located about 10km from Mbabane in Pine Valley. Participants make their way to the summit by following a route that climbs up the hill to a plateau with spectacular views of Mbabane and

the surrounding areas. The walk to the top is about 5.5 km and the same distance back. It is not a race and there is no prize for the first one back. However, those who cannot make it to the top are allowed to turn back to the starting point and wait for other team members to return.

The Swazi corporate world has embraced the Sibebe Survivor challenge concept and many actually classify it as a Corporate Social Responsibility (CSR) in their marketing strategies, a positive way of giving back to the community. As the SWACAA team was returning from the hill, one could see the exhaustion in their faces mixed with the excitement of conquering the huge, challenging rock.

After the walk, the SWACAA Team proceeded to Esangweni Restaurant in Pine valley where a traditional barbecue was served for lunch. There is nothing as refreshing as a good meal after one has participated in a long walk! The important thing to be remembered with initiatives like the Sibebe Survivor challenge is that they are not only for raising funds for charity but also about team building for institutions such as SWACAA.

SIBEBE SURVIVOR 2016

FEATURE

Left to Right: Nqobile Malindzisa, Thandanani Dlamini, Nqobile Dlamini, Jabulani Khoza, Pinky Dlamini, Knowlwdge Dlamini, Mthokozisi Mndzebele, Makhosini Dlamini, Mphumelelo Mfumo, Gcebile Kunene, Mbuso Dlamini, Eric Ndlangamandla, Celumusa Vilakati,

Brian Dlamini (seated).

The Authority has been participating in this event since 2012 and most SWACAA staff members enjoy the rewarding physical exercise, as well as the opportunity to interact with other people from different corporations.


SWAZILAND CIVIL AVIATION AUTHORITYFEATURE

Mr. Selby Lokotfwako Safety dept-KMIII

Mr. Sibusiso DlaminiFire Dept-KMIII

Mr. Musa VilakatiAviation Security KMIII

Mr. Celucolo BulungaFinance Dept-Matsapha

Ms. Nelsiwe DlaminiAviation Security KMIII

Mr. Sandile LukheleFire Dept-KMIII

Mr. Mbongiseni DlaminiMaintenance Dept-KMIII

Mr. Knowledge DlaminiFlight Safety Standards

Dept-Matsapha

Mr. Mancoba DlaminiAviation Security KMIII

Mr. Bhutana DludluFire Dept-KMIII

Mr. Sandile DlaminiMaintenance Dept-KMIII

Mr. Likhwa DlaminiAviation Security KMIII

Ms. Prudence GwebuAviation Security KMIII

Mr. Njabulo MthimkhuluAviation Security KMIII

Ms. Ntombikayise GwebuOperations Dept-KMIII

Ms. Nelsiwe GwebuMaintenance Dept-KMIII

Mr. Celumusa VilakatiAir Traffic Engineering KMIII

Mr. Nhlanhla MalazaAviation Security KMIII

Ms. Phumzile GwebuFire Dept-KMIII

Mr. Colani DlaminiEnviroment Dept-KMIII

Mr. Peter MagagulaAutomotive KMIII

Mr. Ngcebo NgwenyaAviation Security KMIII

Mr. Lucky GamaAutomotive Matsapha

MEET OUR SHE REPS, FIRE MARSHALSAND FIRST AIDERS



SWACAA Head Office - Matsapha Airport Road, Swazilandwww.swacaa.co.sz | [email protected]

(00268) 2518 4390 | (00268) 2518 4047 | Fax (00268) 2518 4199

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