Operational Efficiency and Effectiveness
HR Policy
During the reporting year, the Council approved several amendments to The ICAO Service Code resulting from ongoing harmonization of rules and regulations with those of the United Nations common system organizations. Two of the major amendments were in relation to the implementation of a new mandatory age of separation to age 65 for staff who joined ICAO after 1 January 2014 and provisions to support the implementation of the revised compensation system for Professional and higher categories. Two dedicated policies on consultants and secondments were also approved by the Council. These complemented the existing provisions of the Staff Regulations and the Administrative Instructions.
Recruitment
Transparency, consistency, standardization and accountability in the area of recruitment were enhanced through the review and updating of recruitment policies and processes with respect to positions at the D-2 and D-1 level. Maximum timelines for the recruitment process for all categories of staff were established at seven months for D-2 and D-1 levels and five months for all other levels. A new e-recruitment tool was built and implemented during 2016.
Language Services
Languages and Publications continued to explore new methods to increase efficiency in the delivery of language services by enhancing and upgrading its working systems and processes. Furthermore, succession planning initiatives continued through the outreach programme and the training of junior translators. The Arabic Section welcomed its first junior translator this year. This programme will be extended to interpreters.
Information and Communication Technology
ICAO’s e-business area implemented several new systems aimed to increase efficiency and performance. The highlight among them is ICAO’s event registration system. Based on customer relationship management (CRM) technology, the system currently serves users at ICAO Headquarters and the South American and Middle East Regional Offices. It stores more than 15 000 registration records, including 2 700 registrations completed for the 39th Session of the Assembly. The system offers online and onsite registrations, including payment processing for certain events, as well as a specialized website for Delegations and some International Organizations. The e-business area also provides new systems for media accreditation and a new and improved Delegate Credentials Management System (CRIM). Several IT process workshops and training sessions were provided, in close collaboration with all areas of ICAO, to promote new tools and new work methods.
A “Big Data” platform was established within ICAO’s Microsoft cloud Azure environment to collect and store ”Automatic Dependent Surveillance-Broadcast” (ADS-B data), to be leveraged by ICAO programme areas.
The ICAO Annual Report of the Council was published in SDMX format at the United Nations System Data Catalog. The SDMX initiative sets standards to facilitate the exchange of statistical data and metadata using modern information technology.
The new ServiceDesk tool has allowed for faster resolution of problems and better incident handling. This tool has also permitted to record the inventory of most of the IT equipment.
Solutions that assist Member States and industry users are also being developed. The International Codes and Routes Designators System (ICARD) has been reengineered and nears completion. Aero Tariff (Doc 7100), which aims to provide estimated airport charges conveniently and accurately, is also near completion.
Major achievements in the Agresso system were realized with the implementation of the compensation package adjustments for international professional staff, and through a complete review of roles and access rights to solidify security.
Information Management
The Documents Management System is in operation for documents for all Meetings, and the ICAO mobile app was successfully deployed and used during the second World Aviation Forum and the 39th Session of the Assembly. Various products were developed for revenue-generation activities, and the staff performance appraisal system (PACE) was upgraded. A new print ordering system was developed in collaboration with the Information and Communication Technology Section (ICT). Collections of legacy meeting documents were digitally captured, including all Assembly, Council and Legal Committee papers in English; other languages will follow.
Conference Services and Event Registration
The recently introduced event management framework approach involves proactively supporting Bureaus and Regional Offices in organizing their events and functions by providing centralized conference services. Easy-to-use tools, guidelines, and simplified procedures have been made available to the Secretariat.
The optimization of the limited resources available was made possible thanks to the self-booking tools: eMeets, the room-booking tool (about 100 users have been trained and certified), and Evoko, which is a digital signage system for conference rooms and public areas that is integrated with the space management system.
Revenue and Product Management
Digital marketing and social media efforts were implemented to increase ICAO’s online presence and to promote ICAO’s branding and product offerings. A new website, UnitingAviation.com, was launched on 7 December 2016 to support new products, develop business-to-business exchanges, and share information among all aviation stakeholders.
A new video series, called SkyTalks, leveraged partnerships between ICAO and the private sector to share information on ICAO’s Strategic Objectives, showcasing ICAO programmes and recent industry developments. SkyTalks were delivered as workshops during the 39th Session of the Assembly; they will be made available to the public through a free online video at UnitingAviation.com.
Printing Services
Modernization through the installation of new digital presses contributed to service improvements which reduced inventory costs, improved staff productivity and increased print volumes. New equipment and training also improved print-on-demand services.
