ARCHIVED - Audit of Service to the Public in Both Official Languages - Follow-ups to Audits and Inspections (Regional Visits) - Number 34
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Audit of Service to the Public in Both Official Languages
Follow-ups to Audits and Inspections (regional visits)
March 2001
Table of Contents
Appendix -
List of associations consulted in the audit
1. Introduction
This audit is part of the audit activities conducted by the Treasury Board Secretariat (TBS) to ensure that the Official Languages Act (OLA) and TBS official languages policy are being implemented. Some federal institutions (located in Halifax and Moncton) that have previously been audited or inspected will be subject to the new audit. The goal of this audit is to determine whether the public can communicate with and receive services from these institutions in the official language of its choice, in accordance with the Official Languages Act and the Official Languages (Communications with and Services to the Public) Regulations.
This section presents the background to the audit and the objectives, scope, approach used, results, conclusions and recommendations.
2. Background
In her audit report on official languages in the Canadian sports system, the Commissioner of Official Languages asked the Treasury Board Secretariat to review its official languages audit methodology in order to ensure that the programs audited not only comply with established administrative controls, but also are effective in achieving program objectives. To that end the President of the Treasury Board informed the Commissioner that the TBS would be establishing a plan of activities that included the goal of following up on audits and inspections. In addition to this report, two other similar reports are being published: one on the cities of Montreal and Toronto, and the other on the Calgary, Vancouver and Winnipeg regions.
3. Audit objectives
The audit objectives were established under Part IV of the Official Languages Act, which deals with the obligations of federal institutions, and third parties acting on their behalf, concerning service to the public. The audit objective was to determine the extent to which the institutions in question are fulfilling their service to the public obligations under the Official Languages Act, the Official Languages (Communications with and Services to the Public) Regulations and government policy.
Another audit objective is to determine, as applicable, the extent to which the offices selected have corrected any deficiencies related to service to the public that were identified in previous audits or inspections. The study also seeks to determine whether these organizations have maintained a level of performance that is judged adequate.
4. Scope
The audit covered six federal institutions in each of the cities of Halifax and Moncton.
For each location visited, we carried out three types of audit:
- a telephone audit: a call outside business hours (where they are not continuous) to check whether there is a Call Answer system in both official languages, and a call during business hours to check whether active offer really exists and whether service can be obtained in both official languages;
- an in-person audit at the site;
- an audit of the Internet sites.
5. Approach
The following steps were completed during the audit:
- Meet with the Treasury Board Secretariat official languages representatives to discuss the audit parameters.
- Choose six offices that were previously audited, or if necessary inspected in a regional visit by the TBS.
- Identify any complaints against the selected offices filed with the Commissioner of Official Languages since the previous audits.
- Develop an audit program including interview questionnaires (in person and by telephone), covering the same points as the previous audits.
- Determine to what extent the Internet sites of the institutions involved give the same information in both official languages, and if necessary determine the extent to which the public can communicate with them in both official languages.
- For each office chosen, identify the points that gave rise to an observation, and check what measures have been taken following the audit or inspection.
- Check the level of client satisfaction among the representatives of the minority community, in terms of delivery of services in the client's preferred official language (develop a questionnaire, and conduct on-site interviews).
- Make telephone calls to check active offer in the offices covered.
- Check active offer, postings and signage in the federal offices in question.
- Interview those in charge of the offices visited.
- Check postings, documentation and the linguistic capability of the institutions in question.
- Compile and analyse the data collected in the telephone calls, meetings with the minority community representatives, and visits to the offices covered.
- Group the data by regions, prepare three reports and make recommendations as appropriate.
- Send the draft reports to the offices in question to obtain their comments, and incorporate the feedback into the final reports.
6. Audit results
6.1 Halifax
6.1.1 Canada Customs and Revenue Agency
Tax Services
1256 Barrington St., Halifax
Burolis #: 11394
November 6, 2000
A) Active Offer
Active offer on the telephone outside business hours
The telephone number for the Canada Customs and Revenue Agency is listed in the Halifax telephone directory in both official languages; the number listed is a toll-free number: 1-800-959-7775. Outside business hours, the Call Answer service message is fully bilingual.
Active offer on the telephone during business hours
When we called the above number, we received an active offer of service in French and in English with the option to receive information in our language of choice.
Active offer in person
There are two areas for greeting visitors. The first is an information counter near the elevator where a member of the Corps of Commissionaires greets visitors in both official languages; the second is a customer service reception counter where a receptionist also greets visitors in both official languages.
Visibility of the official languages symbol at all times
The official languages symbol is clearly displayed at the customer service reception counter.
Postings in both official languages at all times
The signage on the outside of the building is bilingual except for one sign which reads "Open" only. The display area in the lobby contains publications in both official languages. The information counter displays a sign which reads "SLI vous -we had this sign corrected immediately. Elsewhere in the office, all signage is bilingual except for a framed "Declaration of taxpayer's rights". Also, one room is identified as a "Chambre à lire publique" and for access to it, the client must see the "receptionist". These errors in French need to be corrected.
Availability of publications in both official languages
The publications displayed are available in both official languages.
Use of both official languages on the Internet site
The Agency's Internet site (http://www.cra-arc.gc.ca/) is fully bilingual and user-friendly. The full range of services offered by the Agency can be found here. There is no site specific to the Halifax office.
B) Service
Nature of the services provided by the office visited
The Agency's regional office for the Maritimes is located in Halifax. The Agency has four offices in the city of Halifax. The office we visited houses client services among others, where officers process individual income tax returns which are sometimes forwarded by staff in other locations. Other services offered at the office we visited include appeals and collections. Through its finance section, this office is involved in managing service contracts with scientists who are tasked with reviewing the relevance of research conducted by companies claiming research and development tax credits.
Existence of bilingual capacity required to provide continuous service in both official languages
The appeals group has 33 positions, of which four are designated bilingual, the client services group includes 115 positions, of which 15 are designated bilingual, and the collections group includes 178 positions, of which five are designated bilingual. The levels range from BBB to CCC or CPC, depending on the duties of the position.
Presence of work tools required for provision of service in both official languages
Employees have bilingual business cards and manuals in both official languages. The forms given to clients are also bilingual. The translation services of Public Works and Government Services Canada (PWGSC) are used to ensure that correspondence and publications intended for the general public are correctly translated.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
The services provided to the public in both official languages are comparable and of equal quality. The receptionist refers Francophone clients who approach the counter to the two or three bilingual officers on her list. For the other functions in the office, unilingual employees can give clients a card with a telephone number to call to receive service in their preferred language.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The management is aware of its obligation to make an active offer at its points of service as well as its responsibilities in the area of publications and use of the media. The employees have access to the Agency's internal policy on service to the public. New employees are informed of their obligations at orientation sessions, and the employees are aware of the internal policy on service to the public. In addition, the Agency has designated an official languages champion for the Maritimes.
Existence of controls to ensure service is always provided in both official languages
The person responsible for official languages issues in the region sometimes visits the client service centres and tests the services offered by telephone.
Existence of mechanisms to assess client satisfaction
Clients visiting the Barrington Street office may complete client satisfaction questionnaires, which are available in both official languages.
Meetings with the representatives of the official language minority community
The office meets with the community for specific projects. Meetings have been scheduled to recruit Francophone volunteers willing to help individuals complete their income tax returns. Other meetings are held to facilitate the implementation of Part VII of the Act.
Use of the media
The media is used for trade shows and community events; the Agency produces press releases in both official languages.
Complaints concerning official languages
In 1999, the office received one complaint about the lack of an active offer and services at the client service counter; to rectify the situation, management created a BBC-level position and undertook to hire bilingual co-op students to replace the bilingual receptionist as the need arises. Also in 1999, one complaint was lodged regarding the lack of bilingual services for companies undergoing tax audits. To rectify this situation, the management held information sessions for audit team managers, reiterating their obligation to ensure that third parties respect the choice of language made by individuals in audit interviews.
Changes since the last audit
At the time of the 1996 audit, the client assistance group had 83 positions, seven of them bilingual; this seemed sufficient to provide adequate service in both official languages.
Recommendations
Following the audit, it is recommended:
- that a schedule be established to monitor postings and the quality of the language used.
6.1.2 Regional Passport Office
1809 Barrington St., Room 801, Halifax
Burolis #: 11292
November 6, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The telephone number for the Regional Passport Office, listed in the Halifax telephone directory in both official languages, is a toll-free number: 1-800-567-6868. This is the number for Passport Office information. Outside business hours, the Call Answer service message is fully bilingual.
Active offer on the telephone during business hours
During office hours (8:30 a.m. to 4:30 p.m.), the public may dial the number listed in Burolis, 902-426-2717, which is actually the manager's number; both the greeting and service are bilingual. Dialling the above 1-800 number gives callers the option of speaking to an officer in their language of choice.
Active offer in person
Clients who come to the office have access to a number of windows staffed by employees who provide the greeting and the service. During the audit, the greeting was given in English only, but as soon as the visitor spoke French, he was referred to a bilingual employee. The management expects to have a bilingual receptionist when the new offices are occupied, as planned for December 2000.
Visibility of the official languages symbol at all times
The official languages symbol is posted at the counter, but it does not identify the particular window at which bilingual service is provided. The office is currently in the process of moving, and the auditors were able to confirm that the management was ordering symbols for the new location.
Postings in both official languages at all times
All postings are fully bilingual, including the electronic display for Internet access, the waiting-line number distribution unit, and the announcements related to the Agency.
Availability of publications in both official languages
All publications displayed are clearly available in both official languages.
Use of both official languages on the Internet site
The Passport Office Internet site is located at (http://www.ppt.gc.ca), and is fully bilingual. There is no separate site for the Halifax office.
B) Service
Nature of the services provided by the office visited
The employees in this office examine documents in support of passport applications and meet with the applicants. They must also answer questions about Canadian visas and consular services.
Existence of bilingual capacity required to provide continuous service in both official languages.
The office has three indeterminate positions and three term positions, and it is in the process of staffing three more term positions. Three positions, including the manager's position, are designated as bilingual at BBB level, but one of the incumbents is not bilingual. Three bilingual positions and one unilingual position are currently being staffed; staffing for the bilingual positions must be imperative, but this is extremely difficult to accomplish. Language training is planned for the future assistant manager.
Presence of work tools required for provision of service in both official languages
Because of the move in progress, business cards were not available, but they will be bilingual. Bilingual keyboards are available for correctly entering clients' names, but correspondence from clients goes to the Ottawa office. The passport application forms are bilingual and are supplied by headquarters.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
The management feels that the current language capacity is not sufficient to provide comparable service, hence the hiring process undertaken to staff bilingual positions. However, the management has taken steps to ensure that all employees are able to ask customers to wait using simple French sentences written out on a reminder sheet.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The management is well aware of its official languages obligations and is taking steps to fulfil them; for example, all employees call out the waiting-line numbers in both official languages and can show a reminder sheet to ask the client to wait if service in French is not immediately available. The management is presently arranging for the new office environment to be fully bilingual.
Existence of controls to ensure service is always provided in both official languages
Because of the small size of the office and management's bilingual capacity, normal monitoring mechanisms are sufficient for verifying the offer and the quality of services in both languages. This is how the need for more bilingual positions was noted.
Existence of mechanisms to assess client satisfaction
Last spring, the office participated in a Canada-wide client satisfaction survey. This survey contained a language component, but auditors were not able to audit the questionnaire used.
Meetings with the representatives of the official language minority community
There are no formal meetings with the official language minority community.
Use of the media
The office does not use the media.
Complaints concerning official languages
The office received two complaints: one concerning the unilingual calling out of waiting-line numbers (this situation has been rectified) and the other concerning the order in which the official languages appeared on a kiosk used at a trade show -the sign had come from Montreal, and French had been given priority. Precautions will be taken to avoid repeating this situation.
Changes since the last inspection
At the time of the 1994 inspection, the office had adequate language capacity with three bilingual positions. Management believes that the situation has changed, and that more bilingual positions need to be staffed.
Recommendations
Following the audit, it is recommended:
- that the employees be reminded of the importance of providing an active offer of services in both official languages.
6.1.3 Health Canada
Population and Public Health Branch
1505 Barrington St., 18th floor, Halifax
Burolis #: 11339A
November 6, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The number listed in the telephone directory is 902-426-2700. The greeting at this number was bilingual, and the Call Answering service message was fully bilingual.
Active offer on the telephone during business hours
There is an active offer at the number listed in the telephone directory. The number listed in Burolis, 426-2038, is the number for public affairs; we are replacing the Burolis listing with the correct number.
Active offer in person
The reception desk at the entrance to the 18th floor office serves several sectors of the department, and the greeting is bilingual.
Visibility of the official languages symbol at all times
The official languages symbol is prominently displayed.
Postings in both official languages at all times
Postings, including in-house and temporary signs, are fully bilingual everywhere in the office.
Availability of publications in both official languages
There is no display rack at the entrance to the office, but the documents handed out to clients are bilingual.
Use of both official languages on the Internet site
Health Canada's Internet site (http://www.hc-sc.gc.ca/ ) is fully bilingual, as is the site linked to the Halifax office of the Population and Public Health Branch at
(http://www.pph-atlantic.ca). The goal of this site is to raise public awareness of the work done by the Atlantic Region branch and to share information about population and public health.
B) Service
Nature of the services provided by the office visited
This branch's field of activity covers the entire Atlantic Region. Officers develop, support, co-ordinate, and promote disease prevention and health promotion programs. Through grants and contributions, the branch funds, implements, and monitors prevention programs. Members of the public with whom this office has contact include community groups and other non-governmental organizations, individuals, and educational and economic institutions.
Existence of bilingual capacity required to provide continuous service in both official languages.
There are 26 positions in the Halifax office, ten of which are bilingual. The bilingual positions are at CCC or CBC level, depending on the responsibilities of the position, and all employees in these positions are bilingual.
Presence of work tools required for provision of service in both official languages
A visual examination of the offices confirmed that the manuals used by the employees are bilingual, as well as their keyboards and business cards.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
Given the language capacity of the office and the attention given to assigning bilingual people to meetings where the use of both languages is required, the level of service is comparable in both official languages. The office even provides simultaneous interpretation at meetings in which both languages are used.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The managers we met are well aware of their official language responsibilities for both active offer and service. The management has attended the information sessions on service to the public given by representatives from the Treasury Board Secretariat. The employees are informed of their responsibilities at orientation sessions for new employees, and this information is reiterated regularly by reminding them of the department's internal policy and by distributing newsletters.
Existence of controls to ensure service is always provided in both official languages
The management monitors telephone calls and occasionally performs checks what is being done in the field, but there are no continuous control mechanisms in place.
Existence of mechanisms to assess client satisfaction
There have been no client satisfaction surveys conducted; however, as contact with clients is very close, it is felt that any discrepancy would be quickly identified.
Meetings with the representatives of the official language minority community
The management recently designated a co-ordinator, in co-operation with other sections in the department, to provide liaison with the Francophone community in the Atlantic Region.
Use of the media
Public Affairs, which is responsible for all branches, handles this function. Advertisements are placed in both the local minority press and majority press.
Complaints concerning official languages
There have been no complaints concerning official languages.
Changes since the last inspection
The branch has undergone far-reaching changes since the last audit, in 1994. At the time, there were only six employees in the office, and only one bilingual position. Although the current situation is hardly comparable, it has greatly improved, considering all the elements observed during this audit, including the greeting, bilingual capacity, contact with the official language minority community, and the presence of the official languages symbol.
Recommendations
No recommendations are necessary.
6.1.4 Environment Canada Atlantic Region
45 Alderney Dr., Dartmouth
Burolis #: 11267
November 6, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The number for Environment Canada is listed in the local telephone directory as 426-7231 (902) in both official languages. The Call Answer system message is fully bilingual.
Active offer on the telephone during business hours
When we called the above number, we received an active offer and service in French.
Active offer in person
During our visit, we received an active offer at the reception as well as service in French. Requests for service are more often made by telephone.
Visibility of the official languages symbol at all times
The official languages symbol was prominently displayed.
Postings in both official languages at all times
Postings and signage are fully bilingual.
Availability of publications in both official languages
The majority of publications are supplied by the head office. They are either bilingual or available in both official languages. A wide array of publications is displayed in various formats: pamphlets, newsletters, press releases, guides, etc. For the Atlantic Region, we found some publications produced locally, and they were also available in both official languages. One bilingual pamphlet we examined was about space management in an environmental emergency.
Use of both official languages on the Internet site
Environment Canada's Internet site (http://www.ec.gc.ca/) is fully bilingual. Environment Canada is bound by the Official Languages Act and the relevant policies of the Treasury Board to provide all information on this site in French and in English. Users must bear in mind however, that information from external sources may be provided only in the language in which it was submitted.
The same is true of the Atlantic Region site, which can be found at http://www.ns.ec.gc.ca/index_e.html. This Internet site gives a very good overview of the office and provides data on human resources as well as departmental organization charts. It also gives a description of the main branches and of certain activities. Of all the regional offices we examined during this audit, this is one of the most complete, and all information is available in both official languages.
B) Service
Nature of the services provided by the office visited
This office provides a variety of services, including weather and environmental forecasting, scientific information for the Atlantic Region, the Atlantic Coastal Action Plan, wildlife conservation, the Green Lane, pollution, etc. The office's client base is quite varied, because the services offered affect everyone.
Existence of bilingual capacity required to provide continuous service in both official languages.
The Dartmouth office has approximately 200 positions, of which 32 are bilingual. These positions are bilingual at CCC, CBC or BBB level, depending on the responsibilities, and all incumbents are bilingual. There are currently four employees taking language training, two of them full-time.
Presence of work tools required for provision of service in both official languages
Bilingual employees have bilingual keyboards, and the office is able to respond to all correspondence received in French. Letterhead, fax cover sheets and business cards are bilingual.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
The services offered are fully comparable and of equal quality, as there are enough bilingual employees available to provide service in both official languages at all times.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The managers we met were well aware of their official languages responsibilities.
Existence of controls to ensure service is always provided in both official languages
There are no controls specific to this office to ensure that service is always provided in both official languages. The department's human resources advisor performs spot checks from time to time.
Existence of mechanisms to assess client satisfaction
There are no mechanisms in place to assess client satisfaction. Users of the Internet site can submit a comment form, but no data related to these comments were available at the office. We noted that the form was available in both official languages and that it contained a number of possible topics, but none related to the two official languages.
Meetings with the representatives of the official language minority community
The managers did not know whether there were formal meetings with representatives of the minority language community.
Use of the media
Advertising in the media seldom occurs, and when it does, it often relates to regulatory changes. The advertising done is in the English-language newspapers and Le Courrier.
Complaint concerning official languages
The office has received a few complaints relating to official languages. Management posts these complaints on the Intranet (nature of the complaints and the corrective measures) so that the employees are reminded of their official languages obligations, and also to show the consequences.
Changes since the last inspection
The last inspection dates back to 1994. At that time the office had only 17 bilingual positions, but services were nonetheless quite satisfactory. The increased number of bilingual positions has further improved the quality of the services provided in both official languages.
Recommendations
No recommendations are necessary.
6.1.5 Veterans Affairs Canada (VAC)
335 Alderney Dr., Dartmouth
Burolis #: 11471
November 6, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The telephone number for Veterans Affairs Canada, listed in both official languages in the Halifax telephone directory, is a toll-free number: 1-800-565-1528. A second number is also listed: 426-6448 (902). Outside business hours, the Call Answer message is fully bilingual at both these numbers. The public can also contact VAC at 426-8936 (902). Fully bilingual service is available at this number, and outside business hours (or if the line is busy) the Call Answer message is fully bilingual.
Active offer on the telephone during business hours
At the above telephone numbers, there is an active offer and services are provided in the client's preferred language.
Active offer in person
At the time of our audit there was no active offer at reception; the person who usually occupies this position and the designated bilingual back-up, were both temporarily away from the desk. Nonetheless, we were able to receive service in French.
Visibility of the official languages symbol at all times
The official languages symbol is prominently displayed at the reception.
Postings in both official languages at all times
The postings and signage are fully bilingual except for those relating to the safety measures to be taken in case of fire. We informed management, who made a note of the matter and promised to correct these signs, which were located in the hallway near the elevators.
Availability of publications in both official languages
The publications available on-site were available in both official languages.
Use of both official languages on the Internet site
Veterans Affairs Canada's Internet site (http://www.vac-acc.gc.ca/) is fully bilingual. This site is dedicated to promoting the health and well-being of veterans as well as providing information about programs and services available to veterans. There is no separate web site for the Dartmouth office.
B) Service
Nature of the services provided by the office visited
The office visited is a regional office which mostly provides corporate services to the seven district offices. These services include finance, planning, human and material resource management and employee benefits. Thus there is a wide range of services that are not necessarily offered to the public. On the other hand, a number of services, including information by telephone, are specifically for clients of Veterans Affairs Canada.
Existence of bilingual capacity required to provide continuous service in both official languages
The Dartmouth office has approximately 80 employees, 18 of whom have frequent contact with the public. Nine of the 18 responding directly to public inquiries are designated bilingual. Approximately half of these are BBB-level positions; three management positions are designated at CCC level, and the receptionist position is at BBC level. The employees in the positions designated as bilingual meet the language requirements of their positions, and their bilingualism tests are still valid. Candidates for bilingual term positions must be bilingual before they are hired. Employees taking language training outside working hours have their registration fees refunded by the department.
Presence of work tools required for provision of service in both official languages
The employees have access to bilingual keyboards, and the business cards are bilingual. The office uses a translation service for more complex documents to be translated, as needed. The letterhead and fax cover sheets are also bilingual.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
The services provided to the public in both official languages are comparable and of equal quality. Half the employees who deal directly with the public occupy bilingual positions; management knows that the demand for services in French from veterans in the Maritimes is approximately 4%. The percentage of bilingual positions is so much greater than the demand that the department has no difficulty meeting this demand.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The managers are well aware of their official languages responsibilities and are very proud of the quality of these services. They regularly pass on to their employees any information they receive concerning official languages.
Existence of controls to ensure service is always provided in both official languages
There are no specific controls to ensure that service is always provided in both official languages. The manager feels that the service has improved over the last few years.
Existence of mechanisms to assess client satisfaction
The Department uses a comment card for clients at all its locations. These bilingual cards include a question on availability of service in the preferred official language.
Meetings with the representatives of the official language minority community
There are no formal meetings with the representatives of the official language minority community.
Use of the media
The media are used occasionally, in both official languages.
Complaint concerning official languages
There have been no complaints concerning official languages over the last few years.
Changes since the last inspection
The last inspection dates back to 1994. At that time, 25% of the positions providing service to the public were designated bilingual, and the manager felt that there were too many bilingual positions, considering the demand. Over the years, the proportion of bilingual positions has decreased; management feels that it is currently in a position to adequately fulfil its official languages obligations.
Recommendations
Following the audit, it is recommended:
- that the employees be reminded of the importance of providing an active offer of services in both official languages;
- that a schedule be established for monitoring the postings.
6.1.6 Fisheries and Oceans Canada
176 Portland St., Dartmouth
Burolis #: 11315
November 6, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The number for Fisheries and Oceans Canada is listed in both official languages in the Halifax telephone directory; the number is 426-3760 (902). This number is for information about Fisheries and Oceans and the call is automatically re-routed to the Ottawa office. When we called, we received an active offer and the information was available in our language of choice.
Active offer on the telephone during business hours
At the above number there was an active offer, and services were provided in both official languages.
Active offer in person
We received an active offer and bilingual services at the reception at the time of our audit.
Visibility of the official languages symbol at all times
The official languages symbol is prominently displayed at the reception.
Postings in both official languages at all times
The postings and signage are fully bilingual.
Availability of publications in both official languages
The publications on site were available in both official languages. The range of documents included brochures, nautical charts, information about the tides, weather forecasts, information about shellfish, and recreational fishing. We noted that the Maritimes Region's business plan is also bilingual. Management pointed out that some scientific publications were sometimes published in the researcher's language only, but that there was an abstract printed in the other language. However, when the research is of public interest, the department endorses the project and it is translated in its entirety.
Use of both official languages on the Internet site
Fisheries and Oceans Canada's Internet site (http://www.dfo-mpo.gc.ca/home-accueil_e.htm) is fully bilingual and appears to be complete. The Dartmouth regional office has its own site (http://www.mar.dfo-mpo.gc.ca/e/homepg.htm), which is fully bilingual and provides information about the department's mandate, the fishing industry, legislation, scientific research reports, research activities, etc. It even includes a departmental organization chart.
B) Service
Nature of the services provided by the office visited
The office provides many services to a varied client base, ranging from fishers to large businesses. It provides information used by the fishing industry, statistics, charts, management plans, licensing services, information on legislation and regulations, aquaculture, habitat management and scientific activities, etc.
Existence of bilingual capacity required to provide continuous service in both official languages
The Dartmouth office has approximately 300 employees, about forty of whom frequently come in contact with the public (for fishing permits, licenses, etc.). There are 60 positions designated as bilingual in this office. Most of these positions are at the CCC level; one third of the positions are at the BBB level. The employees in positions designated as bilingual meet the language requirements of their positions, and their bilingualism tests are still valid. There is currently one employee taking full-time language training.
Presence of work tools required for provision of service in both official languages
The employees have access to bilingual keyboards, and several software programs are available in French. The letterhead, fax cover sheets and business cards are bilingual. The office uses a translation service, as needed, for documents of a scientific nature.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
The services provided to the public in both official languages are comparable and of equal quality. There are enough bilingual employees to meet the demand for services in French, especially as many Francophones request service in English, according to management. The demand for service in French is estimated at 10%.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The managers are well aware of their official languages responsibilities and are proud of the quality of their services. They regularly pass on to their employees any information they receive in this matter. The management courses include a component dealing with service to the public in both official languages. Employees are also apprised of their responsibilities when they join the department. The managers told us that the department had a very active official languages committee.
Existence of controls to ensure service is always provided in both official languages
There are no specific controls in this office to ensure that the service is always provided in both official languages, with one exception: advertisements must be reviewed by Communication Branch.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction. Users of the regional Internet site can however, forward their comments.
Meetings with the representatives of the official language minority community
There are no formal meetings with the official language minority community.
Use of the media
The office uses the media mainly to announce the opening and closing of fishing season and changes in regulations. These announcements are in both official languages.
Complaints concerning official languages
There have been no complaints concerning official languages in this Dartmouth office over the past year.
Changes since the last audit
The last audit was performed in 1996. The situation is not comparable because at that time, the audit covered only the office located at 1505 Barrington Street.
Recommendations
No recommendations are necessary.
6.2 Moncton
6.2.1 Human Resources Development Canada (HRDC)
95 Foundry Street, Moncton
Burolis #: 10411
November 10, 2000
Audit results
A) ACTIVE OFFER
Active offer on the telephone outside business hours
The telephone number for this HRDC office is listed in the Moncton telephone directory, in both official languages, as 851-6718 (506). When we made our telephone call outside business hours, we found that there was a Call Answer system and the message was fully bilingual.
Active offer on the telephone during business hours
In the telephone call to the above number, we received an active offer and the possibility of being served in French.
Active offer in person
When we went to the reception desk, we received an active offer and services in French. We briefly observed the activities in the waiting room at this Human Resources Centre, and found that an active offer is regularly made at the reception.
Visibility of the official languages symbol at all times
There was an official languages symbol at the reception desk, and some others in the offices as well.
Postings in both official languages at all times
The postings and signage are completely bilingual.
Availability of publications in both official languages
All publications used that come from the head office are bilingual or available in both official languages. They include forms relating to Employment Insurance, Old Age Security and the Canada Pension Plan. It should also be noted that this centre produces some local publications, all of which are bilingual. They include reports on wages and pamphlets about the Information Resource Centre (IRC); for example, there is a pamphlet entitled Information and Services to Help You Participate Fully in the Workplace!, which contains brief descriptions of the services provided at the RIC.
Use of both official languages on the Internet site
The HRDC Internet site (http://www.hrdc-drhc.gc.ca/redirect_hr.html) is fully bilingual and includes a note that some hyperlinks are available only in the original language. The site describes the full range of services provided by the department. We also found that there is an Internet site specific to the Moncton office, at the following address:
(http://www.hrdc-drhc.gc.ca/redirect_hr.html) this is a bilingual site that includes brief descriptions of the hours of business and the services, resources and job banks available at this address.
B) Service
Nature of the services provided by the office visited
This Canada Human Resources Centre (CHRC) provides a full range of bilingual services related to employment insurance, applications for social insurance numbers, assistance with income security programs, job search techniques, employment counselling, labour market information, investigations to detect abusers, etc. The manager told us that previously all the services were provided by the department, but now a number of these services are provided by third parties. Third parties have an official languages clause in their contracts with the department, and they must provide their services in both official languages. For example, there are a number of discussion groups led by third parties that are held in both official languages.
Existence of bilingual capacity required to provide continuous service in both official languages
There are 80 to 85 positions in this office, and 65 positions are bilingual. About fifty positions are related to service to the public, and 33 of them are designated as bilingual. The positions are generally at BBC level, while the management positions are at CCC level. All bilingual positions are currently filled by persons who at least meet the requirements of their positions, and their test results are still valid. Management has provided its employees with a sheet explaining telephone etiquette and a guide to voice mail etiquette. It is aware that there is a surplus of bilingual positions, but considers this necessary to be able to fairly meet the service standards, such as hearing appeals from both language groups within the thirty-day deadlines.
Presence of work tools required for provision of service in both official languages
According to the manager we met, the office has the work tools required to provide service in both official languages. The office has bilingual keyboards and some software in French. It is able to reply to all correspondence received in French. Also, the business cards, letterheads and fax cover sheets are bilingual.
Comparability of service to the public in both official languages, and availability of administrative arrangements as necessary
The services provided are fully comparable and equal in quality, because an active offer is made at the reception desk on a continuous basis, and there are enough bilingual employees on duty to provide service in both official languages at all times.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The manager we met was well aware of the office's official languages obligations.
Existence of controls to ensure service is always provided in both official languages
Besides the daily supervision to monitor whether the service is always provided in both official languages, the office makes available to users a Comment Card which includes a question related to the two official languages. The office has not received any negative comments in this area.
Existence of mechanisms to assess client satisfaction
The Comment Card is also used to measure the level of client satisfaction.
Meetings with the representatives of the official language minority community
The Centre fairly regularly meets with a number of groups belonging to the official language minority community.
Use of the media
Media advertisements are used to inform the public about job fairs, changes of address or any other matter of public interest. Advertisements are published in both official languages: in French in L'Acadie Nouvelle and in English in the English-language dailies.
Complaints concerning official languages
There have been no complaints related to the two official languages at this office in the past year.
Changes since the last inspection
The last inspection dates from 1994. The office is now in a new location, and major changes have been made in the delivery of the services. It is not possible to make comparisons with the situation prevailing in 1994. The only common point that can be mentioned is that during that inspection, management said that there was a surplus of bilingual positions, and the same situation was noted during this audit.
Recommendations
No recommendations are necessary.
6.2.2 Industry Canada
1045 Main Street, Moncton
Burolis #: 10378
November 9, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The Industry Canada telephone number is listed in the Moncton telephone directory, in both official languages, as 851-6525 (506)). When we called that number outside business hours, there was a Call Answer system, and the message was fully bilingual.
Active offer on the telephone during business hours
On our call to the above number there was an active offer and services in French.
Active offer in person
There is a reception service in this building, which contains a number of departments. We received an active offer and services in French when we asked where the Industry Canada offices were located.
Visibility of the official languages symbol at all times
The official languages symbol is prominently displayed at the reception desk, and we saw others in the department's offices.
Postings in both official languages at all times
The postings and signage are completely bilingual.
Availability of publications in both official languages
Most of the publications used come from head office and are available in both official languages; they include pamphlets on managing the radio spectrum and telecommunications, brochures on electronic commerce, the department's priorities, Atlantic Canada and the information highway, etc. There is also a number of local publications, such as pamphlets on the export assistance program and services, Trade Team New Brunswick, the New Brunswick international trade centres, etc. All these local publications are also available in both official languages.
Use of both official languages on the Internet site
The Industry Canada Internet site (http://www.ic.gc.ca/) is fully bilingual. It describes the full range of services provided by the department. There is no separate Internet site for this Moncton office.
B) Service
Nature of the services provided by the office visited
This office provides services related to the spectrum management functions, such as licence applications and issuance, frequency searches, radio frequency certification procedures, emergency telecommunications systems, etc. This office is also very active in international trade and investments. The office's clientele consists of both individuals and companies. When the office uses third parties to provide services on its behalf, it makes certain to insert a clause related to the two official languages into its contracts.
Existence of bilingual capacity required to provide continuous service in both official languages
This organization has about forty positions, and about twenty of them are designated as bilingual. The language standards for these positions vary from BBB to CCC, but a number of employees have CCC level, regardless of the profiles of their positions. A number of employees also exceed the requirements of their positions, and some have language exemption. There are always bilingual personnel on duty.
Presence of work tools required for provision of service in both official languages
According to the manager, the office has the work tools required to provide service in both official languages. The office is also able to reply to all correspondence received in French. The business cards, letterheads and fax cover sheets are bilingual.
Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary
The services provided are comparable and equal in quality, because there are enough bilingual employees on duty to provide service in both official languages at all times.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The manager we met was well aware of the office's official languages obligations.
Existence of controls to ensure service is always provided in both official languages
There is no specific control in this office to ensure that service is always provided in both official languages. Management considers that the supervision is sufficient to monitor the offer of bilingual services.
Existence of mechanisms to assess client satisfaction
There are some mechanisms to assess client satisfaction.
Meetings with the representatives of the official language minority community
Management knows the official language minority community well and is highly involved in that area. The department was quite active at the Francophone Summit: it participated in some fifteen events, either by giving demonstrations, providing information booths, or in any other way satisfactory to the Francophone community.
Use of the media
Advertisements are published in both official languages: in French in L'Acadie Nouvelle and in English in the English-language dailies.
Complaints concerning official languages
Over the past year there have been no complaints concerning official languages at this office.
Changes since the last inspection
The last inspection dates from 1996. For delivery of services in French, the situation is much the same as it was at that time. However, it should be noted that there has been a significant decline in the number of bilingual positions: 43 of the 50 positions were designated as bilingual in 1996.
Recommendations
No recommendations are necessary.
6.2.3 Farm Credit Corporation
1133 St. George Boulevard, Moncton
Burolis #: 10478
November 10, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The Farm Credit Corporation's telephone number is listed in Moncton's telephone directory in both official languages: 851-3488 (506) for customer service in New Brunswick and 851-6595 (506) for real and personal property security registration services. There is a fully bilingual Call Answer system at both these numbers.
Active offer on the telephone during business hours
The two numbers above provide active offer and services in French.
Active offer in person
Clients who go to the first floor are greeted by an attendant who makes an active offer of services. If clients go to the second floor they will not find a reception counter, but the first people encountered use a bilingual greeting.
Visibility of the official languages symbol at all times
The symbol is prominently displayed at the customer service entrance.
Postings in both official languages at all times
All postings are in both official languages.
Availability of publications in both official languages
All publications on display are in both official languages.
Use of both official languages on the Internet site
The Farm Credit Corporation's Internet site (http://www.fcc-sca.ca/) is fully bilingual. We noted a few errors in French: for example, there is an inversion in the publications box where it indicates valuer des terres agricoles instead of de valeur des terres agricoles.
B) Service
Nature of the services provided by the office visited
On the first floor, the main service is for loans to New Brunswick farmers. The main activities on the second floor are registering security for loans and answering questions about insurance compensation. Clients who go to the second floor do so by appointment. The service area of this office includes the Maritimes, Ontario and Quebec, and the main clientele consists of notaries and lawyers. It should be noted that each of the two units has its own management.
Existence of bilingual capacity required to provide continuous service in both official languages
Customer service on the first floor has 11 positions; eight of these are bilingual, and one is vacant. For the more administrative services on the second floor, there are 20 positions, 15 of which are bilingual.
Presence of work tools required for provision of service in both official languages
All employees have the tools required to provide service in both official languages according to their area of competence, including the use of a bilingual keyboard. The business cards, letterheads and fax cover sheets are bilingual.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
In view of the language capabilities of both units, we consider that the service is comparable and equal in quality, and there is no need to make administrative arrangements.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
Management is well aware of its language obligations and is ensuring that they are respected. The national official languages co-ordinator has frequent meetings with the management, and she and the managers ensure that the employees are trained so that they can fulfil their language responsibilities for both active offer and referral to bilingual people. After the training there are many follow-ups. Management ensures that the employees receive adequate language training when it is necessary.
Existence of controls to ensure service is always provided in both official languages
The management makes spot checks of the telephone services and, as part of its supervision, ensures that the service is provided in both official languages.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction.
Meetings with the representatives of the official language minority community
There are no official mechanisms for meetings with the official language minority communities; one person, however, has occasional meetings with the associations.
Use of the media
All communication with the media is handled from the main office in Regina. Information for the region is published in Atlantic Forestry, Rural Delivery and L'Acadie Nouvelle.
Complaints regarding official languages
Last year there were no complaints concerning official languages at this office.
Changes since the last inspection
The inspection carried out in 1994 indicated that the management to some extent misunderstood the language obligations by failing to acknowledge the existence of a French-speaking farming clientele. The management was also worried that bilingual staff would have to be hired, which would hamper the careers of the Anglophones. It is clear that this failure to recognize the clientele and the language obligations no longer exists, and that service is indeed being provided to the language minority community. Thus there has been a significant improvement in the delivery of services in French.
Recommendations
No recommendations are necessary.
6.2.4 Canada Customs and Revenue Agency
Tax Services
District Office
771 Main Street, Moncton
Burolis #: 10555
November 10, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
Canada Customs and Revenue Agency's telephone number (general information) is listed in Moncton's telephone directory in both official languages: 1-800-959-7775 and 1-800-559-5525. Both are toll-free numbers that provide information services 24 hours a day with a fully bilingual Call Answer system. An active offer is made, and services are available in both official languages.
Active offer on the telephone during business hours
The city's telephone directory has thirteen 1-800 numbers for the various services available. An active offer and bilingual services are provided.
Active offer in person
When clients go to one of the customer service desks, they are greeted by a neutral allô. Service is then provided in the language chosen by the client.
Visibility of the official languages symbol at all times
The official languages symbol is prominently posted in the customer service room. Some offices on the floor for the auditors and collections officers also display the symbol.
Postings in both official languages at all times
All postings are in both official languages. We noted that all components of customer service were bilingual, from the sign for the cashier to the messages for the wickets.
Availability of publications in both official languages
All publications on the display racks are bilingual and are arranged to give equal status to both official languages.
Use of both official languages on the Internet site
The Agency's Internet site (http://www.cra-arc.gc.ca/) is fully bilingual and very user-friendly. It describes the full range of services provided by the Agency. It is easy to move from one language to the other by clicking on English or French in the main menu. That enables one to switch directly from the content in one language to the same content in the other, without having to go through all the search stages to find it. It does not go back to the first page, but directly to the corresponding page in the other language. There is no separate site for this Moncton office.
B) Service
Nature of the services provided by the office visited
The office includes customer service, where the main task is to answer taxpayers' questions about taxes and the GST; there are also collection and auditing services, located mainly on the ground floor. As well as counter services there are individual interview services.
Existence of bilingual capacity required to provide continuous service in both official languages
The office has 94 employees; 80 of them are in bilingual positions, and the incumbents meet the requirements of their positions. Of this number, 11 to 15 employees work in customer service, and they all occupy bilingual positions.
Presence of work tools required for provisions of services in both official languages
All work tools such as keyboards, forms and business cards are in both official languages.
Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary
In customer service, the bilingual capacity is such that the services are comparable and equal in quality. For collections and auditing, the capacity is also sufficient to provide service that is comparable and equal in quality. It should be mentioned that the managers pay particular attention to respecting the client's preferred language, even if it varies within the same intervention.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
The managers we met are well aware of their language responsibilities concerning client services, both for active offer and for the service itself. At the time of the audit, the managers were studying the most appropriate content for the pre-recorded messages for officers who must hand out business cards with personalized phone numbers. The management ensures that the employees know their obligations by making reminders during unit meetings.
Existence of controls to ensure service is always provided in both official languages
The managers make ad hoc checks of active offer on the telephone and service in person. The high level of bilingualism of the managers enables them to verify the quality of service. To demonstrate the management's concern, let us point out that the managers ensure that additional bilingual employees substitute in the absence of minority-language volunteers to help people complete their tax returns, to ensure that comparable service is provided to both language groups.
Existence of mechanisms to assess client satisfaction
The Agency still has available the slip entitled Your Opinion Counts. This bilingual questionnaire includes three questions related to official languages: the first asks the client in which language he or she has been served; the second asks whether the service was provided in the official language of his or her choice; and the third asks whether the client obtained the desired documentation.
Meetings with representatives of the official language minority community
There is no pre-established plan to arrange meetings with the official language minority community. However, there are occasional meetings when they hold specific activities, such as recruiting volunteers to help people prepare their tax returns.
Use of the media
The regional office is responsible for the media.
Complaints regarding official languages
Last year there was one complaint about official languages; it concerned the toll-free number for the telephone service: an employee apparently directed a French-speaking client to a number where services were provided only in English.
Changes since the last inspection
It is very difficult to compare the results from the last inspection (1994) and the current situation, since only the customer service sector was inspected in 1994. The entire sector that is now on the second floor of the building was located at another address. In terms of customer service, the last inspection found great respect for the official languages obligations; the only deficiency was the lack of a bilingual voice mail message. The office had 10 employees, and 7 of them were bilingual. Thus the situation has improved with regard to language capacity for customer service.
Recommendations
No recommendations are necessary.
6.2.5 Business Development Bank of Canada
766 Main Street, Moncton
Burolis #: 10487
November 9, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The telephone number for the Business Development Bank of Canada is listed in the Moncton telephone directory, in both official languages, as 851-6120 (506); the directory also lists a toll-free number, 1-800-665-4440. The message on the Call Answer system is fully bilingual.
Active offer on the telephone during business hours
An active offer is made and services in both official languages can be obtained at the numbers listed in the city telephone directory.
Active offer in person
The receptionist at this branch makes an active offer, and services are available in both official languages.
Visibility of the official languages symbol at all times
The official languages symbol is prominently displayed at the reception desk.
Postings in both official languages at all times
The postings are in both official languages throughout the waiting room provided for clients.
Availability of publications in both official languages
All the documentation on the display racks in the waiting room is in both official languages and is well arranged to give equal status to the two official languages. Some publications come from the head office; others, like the ISO 9000 sheets, have been developed locally but are also available in both official languages.
Use of both official languages on the Internet site
The Business Development Bank of Canada Internet site (http://www.bdc.ca/default.htm) is fully bilingual. The Moncton office also has its own Internet site, at the following address: (http://www.bdc.ca/en/home.html/). This site is also completely bilingual; it provides information on Bank personnel and on the calendar of local activities. This site is part of the Bank's main site.
B) Service
Nature of the services provided by the office visited
The office's mission is both regional and local. The goal is to help create and develop small and medium-sized business. In this role the Bank acts as a lending institution. It also provides technical support to entrepreneurs, and in this role the account managers provide assistance and advice to entrepreneurs who have received loans, and provide training for new entrepreneurs who are building up a business. For that purpose the office sometimes uses third parties, who give training sessions on the Bank's behalf. These third parties are required by contract to provide services in both official languages if necessary. The Bank works closely with the Conseil économique du Nouveau-Brunswick.
Existence of bilingual capacity required to provide continuous service in both official languages
This office of the Crown corporation has 19 employees, 16 of whom are bilingual. There are six account managers, five of whom are bilingual; the accounts are also assigned in terms of the language chosen by the client.
Presence of work tools required for provision of service in both official languages
All work tools are bilingual: keyboards, business cards and forms.
Comparability of service to the public in both official languages, and availability of administrative arrangements as necessary
Given the linguistic capacity of the office, there are no administrative arrangements. The service is comparable and equal in quality because there are enough bilingual officers. The office makes certain that any third parties used have a good knowledge of the language being used, whether English or French.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
Management is well aware of the language requirements for both active offer and delivery of services. Official languages are well integrated into the Bank's day-to-day operations, and for management this is a normal way of doing business.
Existence of controls to ensure service is always provided in both official languages
There is no formal control system. As a normal part of its operations, management ensures that the service is indeed provided in both official languages, and considers that it is in a good position to judge the situation.
Existence of mechanisms to assess client satisfaction
The Bank's head office has an ombudsman whose role includes receiving client complaints, including language-related complaints. At the local level there is no documented mechanism to assess client satisfaction, but the fact that its members belong to associations of entrepreneurs and other groups like the Rotary Club helps in identifying client concerns.
Meetings with the representatives of the minority official language community
There are no formal meetings with the minority official language association. However, the account managers are members of the boards of trade of both linguistic communities and of clubs for businessmen and businesswomen like the Richelieu and Rotary clubs. This enables them to learn about the concerns in those circles. Also, the Bank representatives have close contacts with the minority official language community through their work on the Conseil économique du Nouveau-Brunswick.
Use of the media
News releases of general scope are normally issued by head office and published in both the minority and the majority press. For special occasions, like Small Business Week, the local office publishes regional information in the media; in that case they use the majority and minority press, depending on the intended publication area. For example, they may use the Madawaska or L'Acadie nouvelle and the majority press.
Complaints concerning official languages
There have been no complaints concerning official languages at this office in the past year.
Changes since the last inspection
The 1994 inspection found that both service and active offer were available in both official languages. At that time the office had 14 employees, nine of whom were bilingual. Thus it can be seen that the branch has maintained the quality of its bilingual service and that its bilingual capability has improved.
Recommendations
No recommendations are necessary.
6.2.6 Fisheries and Oceans Canada
Gulf Fisheries Centre
343 University Avenue, Moncton
Burolis #: 10488
November 9, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The telephone number for Fisheries and Oceans Canada is listed in the Moncton telephone directory, in both official languages, as 851-6227 (506). When this number is called outside business hours, the security officer on duty takes the call anyway, and he makes an active offer of services in both official languages. He is also able to answer questions in the official language chosen by the client.
Active offer on the telephone during business hours
There is an active offer and bilingual services at this general information number.
Active offer in person
There is an active offer and service is available in both official languages at the general information booth at the building entrance. It should be noted that few clients come to this office without first making an appointment with an officer. There is not really a counter for direct services to clients.
Visibility of the official languages symbol at all times
The official languages symbol is prominently displayed at the general information booth at the building entrance.
Postings in both official languages at all times
Strictly speaking, this is not an office that the public visits in person, unless they make appointments, so there are few postings, but the ones that are there are bilingual.
Availability of publications in both official languages
There is no display rack, but the available publications are provided in both official languages, including the annual report for the region.
Use of both official languages on the Internet site
The Fisheries and Oceans Canada Internet site (http://www.dfo-mpo.gc.ca/home-accueil_e.htm) is fully bilingual and seems to be quite complete. The Maritimes Region also has its own site (http://www.mar.dfo-mpo.gc.ca/e/homepg.htm), and it mentions that there is an office in Moncton.
B) Service
Nature of the services provided by the office visited
The Gulf Fisheries Centre is part of the Science Branch, whose head office is located at the Bedford Institute of Oceanography. This office provides fisheries-related services such as the commercial fishing licence issuing program, the conservation and protection division, (which employs about one hundred fisheries officers working for the protection of inland and coastal waters), the recreational fisheries division, which works closely with the provincial governments, and the Aboriginal fisheries division, which negotiates agreements with the Aboriginal peoples.
Existence of bilingual capacity required to provide continuous service in both official languages
There are 181 employees at the Moncton office visited, 137 of them in bilingual positions.
Presence of work tools required for provision of service in both official languages
The employees have all the work tools necessary for delivering services in both official languages, including manuals, business cards, forms and bilingual keyboards.
Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary
Because of the office's linguistic capacity there is no need to have administrative arrangements. The services are comparable and equal in quality; they are provided in both official languages by the same experienced officers.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both official languages
Management is well aware of its official languages responsibilities, and considers that the office's geographic location means that providing services in both official languages is essential. The office's annual report indicates that the clientele from the minority population forms 40% of the total, and the office sets the language requirements for its positions accordingly.
Existence of controls to ensure service is always provided in both official languages
The managers regularly check active offer on the telephone, as well as service delivery. The language skills of the managers are such that they can study this situation closely.
Existence of mechanisms to assess client satisfaction
There are no formal mechanisms to assess client satisfaction, although the close contacts with clients make it possible to learn quickly of any problems that may arise.
Meetings with the representatives of the official language minority community
There are no formal meetings with the Société des Acadiens et des Acadiennes du Nouveau-Brunswick, but there are many meetings with the minority official language fishers' associations. Moreover, when they met with the representatives of the official language minority community, the auditors found that the community is very satisfied with this department's performance.
Use of the media
All news releases are published in both official languages and placed in the local majority and minority official language newspapers.
Complaints concerning official languages
There has been no complaint concerning official languages over the past year.
Changes since the last inspection
In the last inspection, conducted in 1994, the status of active offer, postings, service delivery and involvement of management were assessed as fully compliant. In terms of linguistic capacity, the office then had 366 employees, 205 of them occupying bilingual positions. The apparent decline in bilingual capacity does not mean that the situation has deteriorated, because the structure of the organization has been extensively altered. The current bilingual capacity is appropriate to the needs of the demand for services in French.
Recommendations
No recommendations are necessary.
Appendix
List of associations consulted in the audit
- Fédération acadienne de la Nouvelle-Écosse
73 Tacoma Drive, Suite 203, Dartmouth, N.S., B2W 3Y6 - Société des acadiens et des acadiennes du Nouveau-Brunswick
Petit Rocher, New Brunswick