Business Technology and Services

Business Technology and Services Section (BTS) comprises the E-Business area (EBS), the Records and Documents Management System Unit (RMS), the Business Process Management Unit (BPM). The BTS section is also responsible for the consolidation of the capacity and business development of USOAP/USAP and other ICAO bureaus providing technical contribution to software development and standardisation acting as the senior technical lead and interface with ETS.


The E-Business area is responsible for implementation and maintenance of business process related to the ICAO business applications, namely the CRM and the E-Commerce. Their vision is to promote business transformation and innovation using connected technologies and systems. The main service of the team to provide business analysis and project management services towards the provision of services to internal and external customers as well to business partners


The Records and Documents Management Unit provides information reference services to the organization and external stakeholders, through maintaining information systems that are central repositories of ICAO official records and ICAO Archives. The unit main responsibilities are the maintenance of policies, procedures, file structure and classifications of user access; the provision of referencing services of electronic and paper records; the maintenance of ICAO archives and the coordination of the production and distribution of ICAO State Letters and Electronic Bulletins.


The Business Process Management Unit is responsible for the planning, development and management of Information Management Systems and Business Process Management systems of the Organization. This includes the formulation and implementation of strategies for the modernisation of the Organization's applications and systems, as well as the introduction of integrated information technology systems.

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