General administration of the ICAA is handled in the General Administrative Section. This includes enquiries and communication with ministries and special enquiries not directly related to flight safety issues. The Section also handles communication with the International Civil Aviation Organisation (ICAO) and other foreign organisations, as well as consultation with outside parties concerning enquiries and issues sent to the ICAA.

Drafts of regulations and laws are prepared in cooperation with the Ministry of the Interior and other related parties, and legal advice is given to other divisions within the ICAA.

Passenger complaints are handled by the Section. Enquiries from the public are replied to after the passenger in question has contacted the party (e.g. air operator) which the complaint concerns, such as regarding a flight delay, flight cancellation, or removal from a flight. See passenger rights.

Applications from air operators which request permits for overflights, charter flights, or scheduled flights are processed by the General Administrative Section.

Other tasks handled by the Administrative Division:
• The reception of the ICAA is a part of the Administrative Division. Reception staff answer the phones, receive applications, provide information, register candidates for exams, etc. The reception’s staff guide customers, interested parties, and guests through the ICAA.
• Human relation management (HR). The Director of the Administrative Division supervises HR matters at the ICAA. A personnel plan is made in February of each year and training plans for employees determined. Wage processing is handled by the Finance Section.
• Document management. The ICAA places an emphasis on exemplary document management and timely responses to enquiries. The ICAA uses the GoPro groupware application to process documents, and the Gegnir library system is used to manage the library of the ICAA.
• Balanced scorecard. The ICAA has implemented a balanced scorecard to manage its strategy and its implementation. A strategy map has been prepared for the ICAA and goals have been set for its main projects. Measures have furthermore been defined for all main projects.a/liAa/ulA

   

  Halla Sigrún Sigurðardóttir, Director of Administrative Division and Head of General Administrative Section.
  Direct line: +354 569 4305
  Fax: +354 568 3916
  E-mail: hallas@caa.is