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Verification sur les langues officielles – communications avec le public et prestation des services

MANAGING BETTER Number 5

Audit of Service to the Public in Official Languages

Revenu Canada – Taxation	Appendix A
Scarborough District Office	Audit Results
200 Town Centre Court, Scarborough

Canadian Heritage	Appendix A
Regional Programs Office	Audit Results
Suite 200, 25 St. Clair Avenue East, Toronto

Public Service Commission of Canada	Appendix A
Central and South Toronto Office	Audit Results
1 Front Street West, Third Floor, Toronto

Human Resources Development Canada	Appendix A
Canada Employment Centre	Audit Results
55 St. Clair Avenue East, Fourth Floor, Toronto

Human Resources Development Canada	Appendix A
Income Security Programs	Audit Results
200 Town Centre Court, Scarborough

Citizenship and Immigration Canada	Appendix A
Canadian Citizenship Cards Centre	Audit Results
Room 201, 25 St. Clair Avenue East, Toronto

Canada Post Corporation	Appendix A
Atrium on Bay Post Office	Audit Results
595 Bay Street, Toronto

Royal Canadian Mounted Police	Appendix A
Lester B. Pearson International Airport	Audit Results
Toronto

Transport Canada	Appendix A
Lester B. Pearson International Airport	Audit Results
Toronto

Fisheries and Oceans	Appendix A
Scotia‑Fundy Regional Office	Audit Results
1505 Barrington Street, Halifax

Revenu Canada – Taxation	Appendix A
District Office Sir‑John‑Thompson Building	Audit Results
1256 Barrington Street, Halifax

Canadian Heritage	Appendix A
Regional Programs Office	Audit Results
5281 Duke Street, Halifax

Public Service Commission of Canada	Appendix A
Nova Scotia District	Audit Results
Third Floor, 1557 Hollis Street, Halifax

Human Resources Development Canada	Appendix A
Canada Employment Centre	Audit Results
14 Woodlawn Road, Dartmouth, Halifax

Human Resources Development Canada	Appendix A
Income Security Programs	Audit Results
West End Shopping Centre, Room 111 6960 Mumford Road, Halifax

Canada Post Corporation (franchise)	Appendix A
Post Office at 278 Lace Wood Drive	Audit Results
Halifax

Royal Canadian Mounted Police	Appendix A
Halifax International Airport	Audit Results
Elmsdale

Transport Canada	Appendix A
Halifax International Airport	Audit Results
Elmsdale

MANAGING BETTER
NUMBER 5

Audit of Service to the Public
in Official Languages

Phase I – Regions of
Toronto and Halifax

Evaluation, Audit and Review Group
April 1996

This series of evaluations, audit guides, reviews and studies is designed to improve Treasury Board policies and programs.

Titles in this series already published:

1.	Review of Operating Budgets – Delegation Framework

2.	Review of Business Planning in the Government of Canada

3.	Review of the Cost Recovery and User Fee Approval Process

4.	Evaluation of the Policy for the Provision of Services for Employees with Disabilities

Table of Contents
	Page
Management's Response	vii
1.	Introduction	1
2.	Objectives	1
3.	Scope	1
4.	Approach	1
5.	Summary of Audit Results	1
6.	Conclusion	5
7.	Recommendations	6
Appendix A – Audit Results by Region and Federal Institution	7
Appendix B – Audit Criteria and Questionnaire	48

Management's Response
The Official Languages and Employment Equity Branch (OLEEB) will transmit for action a copy of the report and of its relevant appendices to the federal organizations concerned, via the Deputy ministers, and the persons responsible for Official Languages and Internal Audit.  The Branch, in conjunction with the Financial and Information Management Branch, will ensure that these institutions report within six months on the implementation of the recommendations and on the measures taken to correct the weaknesses identified.
Comments:
This audit is the first one in a series of three which address the "service to the public" component taken from a sample of federal institutions from all metropolitan census areas in Canada.

1.	Introduction^*

^* This study was conducted by an external firm.

The purpose of this audit was to evaluate the degree to which selected federal institutions comply with the requirements of the Official Languages Act to serve the public in the official language of their choice.
This report details the objectives, scope, approach, the service points examined and, conclusions reached.
2.	Objectives
The audit objectives were based on Part IV of the Official Languages Act.  This part of the Act deals with the obligations of federal institutions, and of third parties on behalf of federal institutions, with respect to service to the public.  The audit objectives were as follows:
•	to determine the extent, and the manner in which, offices meet their obligations with respect to service to the public;
•	to determine the extent, and the manner by which concessionaires meet their obligations with respect to service to the public; and,
•	to evaluate the level of satisfaction of the linguistic minority with respect to the language of service.
3.	Scope
We visited 18 federal institutions of which nine were located in the Toronto Region and nine in the Halifax Region.  These federal institutions were selected by the Official Languages and Employment Equity Branch of the Treasury Board Secretariat.
4.	Approach
Our approach involved the following:
•	A review of relevant documentation;
•	Development of an audit program and questionnaire;
•	Execution of tests and conduct of interviews; and
•	•Analysis of the results and preparation of the report.
5.	Summary of Audit Results
TORONTO
Responsibilities of Managers
The managers interviewed had a good knowledge of the requirements of the Act, which demand the availability of service to the public in both official languages.
Four of the nine federal institutions visited had controls in place to ensure that services were always provided in both official languages.  These institutions were: Canadian Heritage, the Public Service Commission, Income Security Programs and Canada Post.  In  two other institutions, the only control  in place was to ensure that the public was greeted in both official languages.  These two institutions were Revenue Canada – Taxation and the Canada Employment Centre.
Most institutions visited did not have a system in place to evaluate the level of client satisfaction relative to service in the language of choice.  Meetings between departmental officials and officials of minority linguistic groups varied depending on the federal institution’s business orientation.
Organization
Some institutions did not have the bilingual capacity to provide continuous service in both official languages.  For example, Revenue Canada – Taxation had an adequate bilingual capacity at the reception area; however, the other service points did not.  We noted that of 260 positions, seven were designated bilingual, and of these, three were in the reception area.  The Canada Employment Centre's bilingual capacity varied depending on the section.  The Employment Division had adequate bilingual capacity; however, there was little bilingual capacity within the Insurance Division and the Employment Resource Centre.
All federal institutions visited had the necessary working tools to serve the client in both official languages.
Active Offer
To ensure that the active offer for services in either official language is practiced, most institutions have installed separate dedicated telephone lines to serve their French-speaking and English-speaking clientele.  Institutions that did not have this feature, greet callers in English.  When callers speak French, calls are handled in French.  Receptionists that were English‑speaking only, referred calls from French‑speaking clients to another employee capable of providing services in French.  The Public Service Commission is the only organization that answered our calls in both official languages and handled the communication in the language of choice.
In Institutions that have an automated telephone system, the active offer is made at all times.
During our visit, the Public Service Commission and Canada Post Corporation greeted us in both official languages.  The other institutions first greeted us in English and then referred us to another employee who could serve us in the other official language.  Generally, commissionaires were English‑speaking only.  We were told that the duties of  the commissionaires concern the security of the building and not the greeting of visitors.  Nevertheless, in our opinion, the commissionaires should have bilingual capacity in federal buildings with offices that have an obligation to service the public in the two official languages.  The necessity of such capacity is justified for reason of security.
In two institutions, the greeting procedures were inadequate.  We were greeted in English only at the Income Security Programs Office.  We asked in French to meet with the Director with whom we had an appointment.   The receptionist informed us in English to take a number and wait until a bilingual employee would be available.  The waiting time was twenty minutes.  Management confirmed that this procedure was customary and that the waiting time varies from a few minutes to half an hour, depending on the bilingual employees’ work load.  While for the provision of regular services, the waiting time is comparable for English and French clients, this waiting time is not justified when French‑speaking visitors indicate to the receptionist that they have an appointment with management.
The Canada Employment Centre had a bilingual receptionist who worked four days per week, with no bilingual replacement.  During her absence, clients had to follow the procedures mentioned above.
Generally, all permanent signs were in the two official languages; however, temporary signs were not always prepared in the two official languages.
We noted that the official languages symbols were clearly visible except for a few instances where the symbols were only partially visible.  All publications were distributed in both official languages.
Service Delivery
We noted that at Revenue Canada – Taxation some clients, large companies and the Government of Quebec, prefer to correspond with the District Office in English.  These clients pointed out to us that too many senior and middle managers do not speak French sufficiently well to provide for an efficient service at all times.
At the Canada Employment Centre, some services are not at the same level in both official languages.  There is a lack of quality control, in the District Office, over correspondence in the other language.  In addition, at the Women Employment Resource Centre, client requests are processed and services are provided in English only.
At the Royal Canadian Mounted Police’s main office and at the airport terminals, service in French cannot be compared to that in English due to a waiting period for services in French.
Transport Canada’s Lester B. Pearson International Airport is a unique case and the detailed report should be consulted for our conclusions.
Minority Groups in Toronto
Representatives from the Francophone community in the Toronto Region indicated that the most frequent services used were those of the Passport Office, Canada Post, Revenue Canada, Customs and Excise, Industry Canada and the Canada Employment Centre.
According to these representatives, the federal government has not publicized the location of where the bilingual services are available.  When visiting unilingual offices, clients are not informed of other offices that can provide bilingual services.
We were informed that the attitude of some public servants and some members of the public have discouraged clients from requesting to be served in their preferred official language.  In particular, clients are intimidated when dealing with departments such as Revenue Canada, the Royal Canadian Mounted Police and the Canada Employment Centre due to the nature of the services provided.  No complaints were submitted because of fear of reprisal.
Recent articles published in the local French press and in some national newspapers, express the frustration felt by the Francophone community in Toronto.
HALIFAX
Responsibilities of Managers
Managers interviewed had a good knowledge of the requirements of the Act which demand the provision of services in both official languages.  Managers have established adequate controls to ensure that services are provided in both official languages.  However, in almost all the institutions, there was no system in place to evaluate client satisfaction with the service.  Representatives of federal institutions, other than those of the Halifax International Airport, meet on a periodic basis (at least once a year) with representatives of the minority linguistic group.
Organization
Federal institutions, with the exception of the RCMP, were able to provide services in both official languages.  The working tools necessary to provide services in both official languages were available in all institutions visited.
Active Offer
Telephone services were provided in both official languages at the reception area and through general enquiry numbers.  In addition, several institutions had dedicated separate lines for their English‑speaking and French‑speaking clientele.
In general, receptionists and their replacements offered services in both official languages.  At the Canada Employment Centre, commissionaires greeted clients in English only.
Permanent signage was bilingual in all institutions visited.  Some temporary signs were not bilingual.  The official language symbol was clearly visible at all times.  All publications were distributed in both official languages.
Service Delivery
The Royal Canadian Mounted Police (RCMP) at the Halifax International Airport cannot ensure the provision of service in both official languages at all times.
There are only three officer positions identified as bilingual.  The service is offered in English.  French‑speaking clients are immediately referred to an employee who speaks French.
Transport Canada at the Halifax International Airport is a unique case and the reader should consult the detailed report for our conclusions.
Minority Groups in Halifax
Representatives of the French community mentioned that amongst those federal institutions which we visited, the services of Health Canada were the most frequently sought.
In general, French‑speaking clients received good service in the language of their choice, except for the fact that the Department of Human Resources did not offer bilingual services for programs addressed to senior citizens.  Information sessions given by officers of the department were carried out in English only.
6.	Conclusion
The results of our audit indicate that in the Halifax Region, the service to the public portion of the Official Languages Program is well managed.  There were only minor difficulties in the Halifax Region.  Implementation in the Toronto Region, however, has been much more difficult.  Problems in the Toronto Region were observed with the active offer and with the language of service.  Managers in the Toronto Region were aware of this situation.  Based on the nature of the services provided by the federal institutions, some positive results were attained, but some federal institutions still need improvements to meet the minimum requirements for providing service to clients in the language of their choice.
Managers mentioned that it is more and more difficult to meet the requirements of the Official Languages Act because of budget cuts, downsizing, scarce bilingual resources and reduced mobility within organizations.
The lack of systems to evaluate client satisfaction with the language of service is a common element to both regions visited. Without a good knowledge of clients needs, there are risks that proper measures may not be put in place to service the clients effectively.
7.	Recommendations
We recommend that those institutions included in the audit take necessary actions to ensure that:
•	the active offer of service in the two official languages is made at all times particularly when clients are greeted in person or by phone;
•	commissionaires possess bilingual capacity when working in federal buildings where there is an obligation to provide services in the two official languages;
•	concessionaires that have leases with Transport Canada for the provision of commercial services in airports, understand their obligation to serve clients in the two official languages and that Transport Canada has controls in place to verify that concessionaires fulfill this obligation;
•	controls exist to provide services in the two official languages at all times, including conducting evaluations of clients satisfaction with regard to the services provided  in order to allow for corrective action.  Measuring client satisfaction should not solely be based on whether or not complaints are received;
•	offices have adequate bilingual capacity at the reception by raising the linguistic profile of bilingual positions;
•	meetings with representatives of the minority official languages community take place on a regular basis to obtain input on their needs and concerns and to find solutions to problems identified; and
•	services in the two official languages are available and comparable at all times.

Appendix A – Audit Results by Region and Federal Institution
	Page
Toronto
Revenue Canada ‑ Taxation
Scarborough District Office	7
Canadian Heritage
Regional Programs Office	10
Public Service Commission of Canada
Central and South Toronto Office	12
Human Resources Development Canada
Canada Employment Centre	14
Human Resources Development Canada
Income Security Programs	17
Citizenship and Immigration Canada
Canadian Citizenship Cards Centre	19
Canada Post Corporation
Atrium on Bay Post Office	21
Royal Canadian Mounted Police
Lester B. Pearson International Airport	23
Transport Canada
Lester B. Pearson International Airport	25
Halifax
Fisheries and Oceans
Scotia‑Fundy Regional Office	27
Revenue Canada – Taxation
District Office, Sir‑John‑Thompson Building	29
Canadian Heritage
Regional Programs Office	31
Public Service Commission of Canada
Nova Scotia District	33
Human Resources Development Canada
Canada Employment Centre	35
Human Resources Development Canada
Income Security Programs	38
Canada Post Corporation
Post Office at Lace Wood Drive	40
Royal Canadian Mounted Police
Halifax International Airport	42
Transport Canada
Halifax International Airport	44

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The two managers we interviewed, the Director and Assistant Director, Client Assistance, are well aware of their responsibilities.
Existence of controls to ensure service is always provided in both official languages. | The various divisions have a list of all bilingual staff in the office.  Management ensures that there is always one bilingual employee at service points, including at reception, on the telephone and in exchanges with the Government of Quebec.  However, there is no control over other audit services.  Management encourages employees to take training after office hours.
Existence of mechanisms to assess client satisfaction. | The office provides its clients with an evaluation form to obtain feedback on the service provided in the client’s language of choice.  All forms are addressed to the Director.  The results are not collated.
Management meetings with minority language groups. | There has been no recent contact with minority language groups.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | There is adequate bilingual capacity at the reception.  However, the other services lack sufficient bilingual capacity.  The office has seven bilingual positions out of a total of 650 positions.  Three of the bilingual positions are in the reception area.
Presence of work tools required for provision of service in both official languages. | Most correspondence with clients is computerized and is in both official languages.
Active offer |
Active offer on the telephone at all times. | The office provides its services through separate lines for English‑speaking and French‑speaking clients.  At general information numbers, information is given in both official languages
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.

Postings are in both official languages at all times. | Permanent postings are in both official languages.   Temporary postings prepared by the office are not always in bilingual form.
Active offer at reception at all times. | The Commissionaire provided bilingual service.  Reception is provided in English, and minority language clients are referred to an employee who speaks their language.  The office can provide its services in more than 25 different languages.
Distribution of publications in both official languages at all times. | At the time of our visit, some publications were not available in French.
Service |
Service is always provided in both official languages. | We noted that some clients prefer to correspond with the office in English.  They pointed out to us that too many middle and senior managers are not sufficiently proficient in the minority language to receive fast and efficient services at all times.
Service is comparable in both official languages. | For correspondence on certain specific matters, and correspondence with large companies and the Government of Quebec, service in French is not comparable to that provided in English.
Third party services are always provided in both official languages and are of comparable quality. | Not applicable.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
We handed out 18 questionnaires at the Scarborough District Office.  Of these, 17 were filled out by members of the public.
| English | French | Both | YES | NO | No Response
Does signage indicate the option of being served in the language of one’s choice? | | | | 16 | | 1*
Can computers be used in both official languages? | N/A | N/A | N/A | | |
Language in which client was welcomed at counter: | 13 | | 1 | | | 3*
Language of service received: | 16 | | | | | 1*
Was this the language of choice? | | | | 14 | | 3*
Satisfaction with quality of language used for service received? | | | | 15 | | 2*
*	Some clients indicated that they only came to pick up forms.

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The director and the two consultants we interviewed are well aware of their responsibilities.  The Director was starting in the position on the day of the audit.
Existence of controls to ensure service is always provided in both official languages. | Management ensures that the receptionist and consulting services specifically directed at minority groups, are provided in both official languages.
Existence of mechanisms to assess client satisfaction. | There is no mechanism in place to assess client satisfaction.
Management meetings with minority language groups. | Given the nature of its operations, management maintains frequent contact with minority language groups.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | The office has adequate bilingual capacity to provide continuous service in both official languages.  Of the 13 positions providing services to the public, six are bilingual.
Presence of work tools required for provision of service in both official languages. | The tools, such as computers, form letters, etc. are in both official languages.  The facsimile cover page is in English only.  Employees have access to Translation Bureau services to ensure the quality of French texts.
Active offer |
Active offer on the telephone at all times. | Service is offered in English.  If the person speaks French, the discussion continues in French.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.
Postings are in both official languages at all times. | All postings are in both official languages.
Active offer at reception at all times. | Commissionaires at the building’s entrance speak English only.  At the reception, the active offer is not made, but if the client speaks French, the discussion continues in French.  During the audit, the person who replaced the receptionist during lunch hour spoke English only.
Distribution of publications in both official languages at all times. | All publications are in both official languages.

Service |
Service is always provided in both official languages. | Service is provided in the client’s language of choice.
Service is comparable in both official languages. | Service is excellent in both official languages.
Third party services are always provided in both official languages and are of comparable quality. | Temporary help is the only service used by the office.  The office always specifies that the individual must be bilingual.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
No clients visited this office.  Clients normally visit by appointment.

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | Members of the management team are well aware of their responsibilities.
Existence of controls to ensure service is always provided in both official languages. | Management occasionally reminds employees of the office’s official language obligations.  This topic is also discussed at meetings.  The telephone messages of most employees are in both languages.  Finally, the Ottawa office has conducted several audits in this area.
Existence of mechanisms to assess client satisfaction. | The office has no feedback mechanisms to measure client satisfaction.  The office was the subject of a complaint in August 1994 about correspondence produced in English for a French‑speaking client.
Management meetings with minority language groups. | The predecessor of the Head of Executive Services periodically met with minority language group representatives.  Since his replacement in January 1995, there have been no meetings with these groups.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | The office has 53 employees.  Of these, 15 serve the public.  The 15 employees are bilingual.
Presence of work tools required for provision of service in both official languages. | All form letters used by resource officers as well as facsimile cover pages are in both official languages.  Computer keyboards are bilingual.
Active offer |
Active offer on the telephone at all times. | Telephone reception is provided in both official languages.  The InfoTel computerized telephone line provides service in both languages.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.
Postings are in both official languages at all times. | All postings are in both official languages.
Active offer at reception at all times. | The commissionaires speak English only.  Reception services is provided in both official languages.
Distribution of publications in both official languages at all times. | All publications are in both official languages.

Service |
Service is always provided in both official languages. | Service is provided in the client’s language of choice.
Service is comparable in both official languages. | Service is excellent in both official languages.
Third party services are always provided in both official languages and are of comparable quality. | Temporary help is the only service used by the office.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.
Results of survey on client satisfaction of language of service
We handed out five questionnaires, all of which were filled out and returned.
| English | French | Both | YES | NO | No Response
Does signage indicate the option of being served in the language of one’s choice? | | | | 5 | |
Can computers be used in both official languages? | | | | | | N/A
Language in which client was welcomed at counter: | 2 | | 3 | | |
Language of service received: | 4 | 1 | | | |
Was this the language of choice? | | | | 5 | |
Satisfaction with quality of language used for service received? | | | | 3 | | 2

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The managers we interviewed are well aware of their responsibilities.
Existence of controls to ensure service is always provided in both official languages. | The office was the subject of an operational review in February 1993.  Service to the public in both official languages was audited at that time.
| Officers do not check the content of correspondence drafted for them.  We noted that even if a client has requested service in French and the officer has taken this into account, the clerks will draft the correspondence in English.
Existence of mechanisms to assess client satisfaction. | The Toronto office conducted a "Walk‑in Client Survey".  The survey did not include measuring client satisfaction with respect to services in both official languages.
| The Office of the Commissioner of Official Languages has not received any complaints about this office.  We were made aware of a complaint to the Assistant Deputy Minister, Toronto Region, about services provided at this office.
Management meetings with minority language groups. | Given the nature of the organization’s operations, supervisors have frequent contact with Francophone associations in Toronto.  Senior management meets with these organizations once or twice a year.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | Bilingual capacity varies by section.
| Insurance:  This group has 34 employees, four of whom are bilingual.  This includes the receptionist.  One of the four bilingual employees is in an unilingual English position.
| Employment: This group has 24 employees, five of whom are bilingual.
| Women Employment Resource Centre: This group has five employees, none of whom are bilingual.  This group has been the subject of complaints.

Presence of work tools required for provision of service in both official languages. | All form letters used by resourcing officers as well as facsimile cover pages are in both official languages.  Computer keyboards are bilingual.
Active offer |
Active offer on the telephone at all times. | Voice messaging numbers available 24 hours a day are in both languages.  Offers of employment by the employer may be presented on various lines, based on language.  The Women Employment Resource Centre provides only unilingual English service.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.
Postings are in both official languages at all times. | Departmental postings are presented in both official languages.  Temporary postings by the office are not presented in both official languages.
Active offer at reception at all times. | The office’s receptionist, who is on duty four days a week, is fully bilingual.  Her replacements are not bilingual.
| When the receptionist is off duty, service is provided in English only.  In that situation, the client is immediately referred to an employee who speaks the client’s language of choice.
Distribution of publications in both official languages at all times. | All publications are in both official languages.
Service |
Service is always provided in both official languages. | Service cannot be provided in the client’s language of choice at all times.  The lack of quality control over correspondence and the processing of client requests at the Women Employment Resource Centre are the main causes of this.
Service is comparable in both official languages. | Some services, as noted above, are not comparable in both official languages.
Third party services are always provided in both official languages and are of comparable quality. | Not applicable.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
We handed out ten questionnaires to the public.
| English | French | Both | YES | NO | No Response
Does signage indicate the option of being served in the language of one’s choice? | | | | 10 | |
Can computers be used in both official languages? | | | | 4 | 1 | 5
Language in which client was welcomed at counter: | 9 | | 1 | | |
Language of service received: | 10 | | | | |
Was this the language of choice? | | | | 10 | |
Satisfaction with quality of language used for service received? | | | | 10 | |

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The two managers we interviewed, the acting manager and the client service officer, are well aware of their responsibilities.
Existence of controls to ensure service is always provided in both official languages. | Five groups rotate daily at the service centre.  The manager ensures that there is always at least one bilingual person in each group.
Existence of mechanisms to assess client satisfaction. | Each supervisor appraises the work performed by his/her employees.  The office previously used a questionnaire to assess client satisfaction.  This practice was discontinued due to increased work load and staff cuts.
Management meetings with minority language groups. | The field service area of this operation provides periodic Public Relations seminars to Non‑Government Agencies.  This activity takes place upon requests from such agencies.  There is a large Chinese and Portuguese population within the Scarborough jurisdiction.  On several occasions, Public Relations seminars have been provided to Francophone communities in Toronto by bilingual supervisory staff from the Scarborough ISP office.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | The office has 107 employees, of whom 105 serve the public.  Only six of these are bilingual.
Presence of work tools required for provision of service in both official languages. | All Income Security Programs computer systems are bilingual.
Active offer |
Active offer on the telephone at all times. | The office has two lines dedicated exclusively to Francophone clients; one is local, the other is a 1‑800 line.  Both provide service solely in French.
Visibility of official languages symbol at all times. | The office has only one symbol promoting services in both official languages.  The symbol is displayed at the main entrance door.  It is difficult to see the symbol when the door is open.
Postings are in both official languages at all times. | All postings are in both official languages, except for a few that are produced locally.

Active offer at reception at all times. | The commissionaire provided bilingual service.  Reception is provided in English only.  French‑language clients are asked to take a number without being asked as to the reason for the visit.  Once a bilingual employee becomes available, the client is asked as to the nature of the visit.  Waiting time may be a few minutes to half an hour, depending on the bilingual employee’s work load.  In our case, the wait was 20 minutes.
Distribution of publications in both official languages at all times. | Publications are presented on a five‑shelf display unit.  English publications occupy the first four shelves, and French publications the last.  The office has French versions of all its publications, some of which were not on display at the time of our audit.
Service |
Service is always provided in both official languages. | Service is provided in the client’s language of choice, but with a waiting time.
Service is comparable in both official languages. | Service is excellent in both official languages, except for the comment above.
Third party services are always provided in both official languages and are of comparable quality. | Temporary help is the only service used by the office.  The office always specifies that the individual must be bilingual.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
We did not conduct a survey of client satisfaction.  The office was particularly busy during the audit period due to newspaper stories on year‑end refunds.  Given that the waiting time exceeded one hour, management of the office believed the survey would only further aggravate its clients.
Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The manager is well aware of his responsibilities regarding the provision of services in both official languages.
Existence of controls to ensure service is always provided in both official languages. | There are no specific controls.  Two out of three officers handling client requests are fully bilingual.
Existence of mechanisms to assess client satisfaction. | There is no system in place other than dealing with complaints that may be received by the Office of the Commissioner of Official Languages.  The office has received no complaints.
Management meetings with minority language groups. | There have been no meetings with minority language groups in Toronto.Management advises us that corrective actions have been taken since the audit.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | The office has adequate bilingual capacity.  Of the five positions, three serve the public and two of these are bilingual.
Presence of work tools required for provision of service in both official languages. | The office has the necessary work tools to provide services in both official languages.
Active offer |
Active offer on the telephone at all times. | All calls are forwarded to an automatic messaging service.  At the time of the audit, several options were not available in French.  The situation has since been corrected.
Visibility of official languages symbol at all times. | The symbol is present but is not highly visible.
Postings are in both official languages at all times. | All postings are in both official languages, except for one that is in English only.
Active offer at reception at all times. | The commissionaires at the building’s entrance speak English only.  Reception at the office is provided in English.  Minority‑language clients are immediately referred to an employee who speaks their language.
Distribution of publications in both official languages at all times. | Publications are distributed in both official languages, at all times.

Service |
Service is always provided in both official languages. | Service is always provided in both official languages.
Service is comparable in both official languages. | Quality of service is comparable in both official languages.
Third party services are always provided in both official languages and are of comparable quality. | Not applicable.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
We handed out three questionnaires.  Some clients waiting for service were not cooperative.  As a result, no additional feedback was received.
| English | French | Both | YES | NO | No Response
Does signage indicate the option of being served in the language of one’s choice? | | | | 3 | |
Can computers be used in both official languages? | | | | N/A | N/A |
Language in which client was welcomed at counter: | 3 | | | | |
Language of service received: | 3 | | | | |
Was this the language of choice? | | | | 3 | |
Satisfaction with quality of language used for service received? | | | | 3 | |

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The managers interviewed are well aware of the requirements for providing services in both official languages.
Existence of controls to ensure service is always provided in both official languages. | The Coordinator, Human Resources, conducts audits, in each bilingual office, at least once a year.  The topic of official languages is discussed regularly at management meetings.
Existence of mechanisms to assess client satisfaction. | There is no system in place other than dealing with complaints that may be received by the Office of the Commissioner of Official Languages.  The office was the subject of a complaint in November 1994 with respect to English only service.
Management meetings with minority language groups. | The Coordinator, Human Resources, is scheduled to meet soon with representatives of "ACFO".
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | The office has adequate bilingual capacity.  Seven positions serve the public and three of these are bilingual at the AAA level.
Presence of work tools required for provision of service in both official languages. | The office has the work tools needed to provide services in both official languages.
Active offer |
Active offer on the telephone at all times. | The active offer is not made.  If the caller speaks French, the discussion continues in that language.  The 1‑800 line provides service in both official languages.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.
Postings are in both official languages at all times. | All postings are in both official languages, except for a few that are produced locally.
Active offer at reception at all times. | At the bilingual counter, services are provided in both official languages at all times.
Distribution of publications in both official languages at all times. | All publications are distributed in both official languages.
Service |
Service is always provided in both official languages. | Service is provided in the client’s language of choice.

Service is comparable in both official languages. | Service is excellent in both official languages.  Bilingual employees exceed the language requirements of their position.
Third party services are always provided in both official languages and are of comparable quality. | Not applicable.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
We handed out 22 questionnaires.
| English | French | Both | YES | NO | No Response
Does signage indicate the option of being served in the language of one’s choice? | | | | 21 | | 1
Can computers be used in both official languages? | | | | S/O | |
Language in which client was welcomed at counter: | 21 | | 1 | | |
Language of service received: | 21 | 1 | | | |
Was this the language of choice? | | | | 21 | | 1
Satisfaction with quality of language used for service received? | | | | 19 | | 3

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The manager, the superintendent and the officer responsible for the airport are well aware of their responsibilities with regard to official languages.
Existence of controls to ensure service is always provided in both official languages. | Complaints to the Office of the Commissioner of Official Languages serve as the control mechanism.  No complaints have been received.
Existence of mechanisms to assess client satisfaction. | There is no mechanism in place to assess client satisfaction.
Management meetings with minority language groups. | There has been no contact with minority language groups.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | The Toronto airport is considered a training site for unilingual French officers of the RCMP.  For this reason, there are 70 bilingual employees on site.  Although these officers are not all assigned to serve the public, they make themselves available.  Service is available in French, but with a waiting period.
Presence of work tools required for provision of service in both official languages. | All forms and accompanying instructions are bilingual.
Active offer |
Active offer on the telephone at all times. | The active offer is made and callers are referred to an employee who can serve them in their own language.
Visibility of official languages symbol at all times. | The official languages symbol was visible at all locations visited.
Postings are in both official languages at all times. | All postings are in both official languages.
Active offer at reception at all times. | Service is provided in French after a wait of two to five minutes.
Distribution of publications in both official languages at all times. | All publications are available in both official languages.
Service |
Service is always provided in both official languages. | At the RCMP’s main office and at the airport terminals, service in French is available after some waiting time.

Service is comparable in both official languages. | Service in French cannot be compared to that in English, due to the waiting period.
Third party services are always provided in both official languages and are of comparable quality. | The commissionaires speak English only.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
We did not conduct a survey at Lester B. Pearson International Airport.
Criteria | Results
Audit of service provided by concession operators |
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The two managers we interviewed, the Director General and the Director of Communications, are well aware of their responsibilities.
Existence of controls to ensure service is always provided in both official languages. | Complaints to the Office of the Commissioner of Official Languages are used as a control mechanism.  There have been no complaints.
Existence of mechanisms to assess client satisfaction. | There is no mechanism in place to assess client satisfaction.
Management meetings with minority language groups. | There has been no contact with minority language groups.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | Not applicable.
Presence of work tools required for provision of service in both official languages. | Not applicable.
Active offer |
Active offer on the telephone at all times. | Concession operators offer their services in English only.
Visibility of official languages symbol at all times. | No official languages symbol was found at concession operators’ facilities in air terminals 1 & 3.
Postings are in both official languages at all times. | Postings are in both official languages in terminal 2.  In terminal 3, which is privately owned, postings are in English only.
Active offer at reception at all times. | Concession operators provide service in English only.
Distribution of publications in both official languages at all times. | All publications are available in both official languages.
Service |
Service is always provided in both official languages. | Concession operators provide service in English only.
Service is comparable in both official languages. | Quality of service is not comparable.
Third party services are always provided in both official languages and are of comparable quality. | Not applicable.

Concessionaires discharge their obligations in matters of service to the public. | Concession operators provide unilingual service.  Their contracts do not require provision of bilingual services.

Results of survey on client satisfaction of language of service
We did not conduct a survey at Lester B. Pearson International Airport.
Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | Members of the management team whom we interviewed are well aware of their responsibilities.
Existence of controls to ensure service is always provided in both official languages. | Managers ensure that the receptionist and client service clerks, that are assigned specifically to serve minority groups, are bilingual.
Existence of mechanisms to assess client satisfaction. | There is no mechanism in place to assess client satisfaction.
Management meetings with minority language groups. | Management maintains frequent contact with minority language groups.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | The office has a bilingual receptionist and clerk.  This bilingual capacity is sufficient given that clients have few communications with this office.  The public deals mostly with the district offices.
Presence of work tools required for provision of service in both official languages. | Forms and documents for clients are bilingual.  All correspondence received is drafted in the client’s language of choice.
Active offer |
Active offer on the telephone at all times. | The active offer is made at all times.  The general information number is answered in both official languages.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.
Postings are in both official languages at all times. | Permanent postings are in both official languages.
Active offer at reception at all times. | The receptionist provides service in both official languages.  Her replacements are unilingual English‑speaking.  Very few clients visit this office in person.
Distribution of publications in both official languages at all times. | All publications are in both official languages.

Service |
Service is always provided in both official languages. | The vast majority of the Halifax office’s clients request services in English.  Of 17,000 requests for permits submitted to the office in 1994‑1995, 29 fishermen requested service in French.  The office has the required bilingual capacity to serve its clients and provides bilingual services at all times.
Service is comparable in both official languages. | The quality of service is comparable in both official languages.
Third party services are always provided in both official languages and are of comparable quality. | Not applicable.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
No questionnaires were handed out at the Regional Office, Fisheries and Oceans.  Few clients visit this office in person.
Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | Members of the management team are well aware of their responsibilities.
Existence of controls to ensure service is always provided in both official languages. | Management ensures that employees assigned to the reception area and client service area, are bilingual and serve clients in both official languages.  Francophone clients have a telephone line reserved for their use.
Existence of mechanisms to assess client satisfaction. | There is no mechanism in place to asses client satisfaction.
Management meetings with minority language groups. | Management maintains frequent contact with minority groups.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | Bilingual capacity in the client assistance section is adequate.  The service has 83 positions, of which seven are bilingual.  The incumbents of the bilingual positions meet the language requirements of their position.  Bilingual positions are in the following areas:  one is at reception, two provide services by phone, and four are client service clerks.
Presence of work tools required for provision of service in both official languages. | All correspondence with clients is computerized and available in both official languages.
Active offer |
Active offer on the telephone at all times. | The office has different lines in various sections for English and French‑speaking clients.  General information numbers are answered in both official languages.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.
Postings are in both official languages at all times. | All postings are in both official languages.
Active offer at reception at all times. | The commissionaire at the building’s entrance speaks English only.  The receptionist and her replacements provide service in both official languages.
Distribution of publications in both official languages at all times. | All publications are available in both official languages.

Service |
Service is always provided in both official languages. | Service is provided in the client’s language of choice.
Service is comparable in both official languages. | Service is excellent in both official languages.
Third party services are always provided in both official languages and are of comparable quality. | Not applicable.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
We handed out four questionnaires during our visit to the Revenue Canada – Taxation, Halifax district office.
| English | French | Both | YES | NO | No Response
Does signage indicate the option of being served in the language of one’s choice? | | | | 4 | |
Can computers be used in both official languages? | | | | | 4 |
Language in which client was welcomed at counter: | 4 | | | | |
Language of service received: | 4 | | | | |
Was this the language of choice? | | | | 4 | |
Satisfaction with quality of language used for service received? | | | | 3 | | 1

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The manager and program officers interviewed are well aware of their responsibilities.
Existence of controls to ensure service is always provided in both official languages. | The nature of the programs requires officers responsible for serving minority language groups to be bilingual.  The office has 16 filled positions.  Ten of these have been designated bilingual and are filled by employees who meet the language requirements of these positions, five at the C level and five at the B level.
Existence of mechanisms to assess client satisfaction. | There is no mechanism in place to assess client satisfaction.
Management meetings with minority language groups. | The manager and program officers maintain constant contact with minority language groups.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | There are 16 employees in the office.  Ten are in bilingual positions.  The employees meet the language requirements of their position.
Presence of work tools required for provision of service in both official languages. | The office is equipped with bilingual computers, support manuals, and documents.  Most officers can draft their correspondence in the client’s language of choice.
Active offer |
Active offer on the telephone at all times. | The receptionist and her replacements provide service in both official languages at all times.  The general information telephone number is answered in both official languages.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.
Postings are in both official languages at all times. | Permanent postings are in both official languages.
Active offer at reception at all times. | The receptionist provides service in both official languages at all times.
Distribution of publications in both official languages at all times. | All publications are produced in both official languages.
Service |
Service is always provided in both official languages. | Due to this office’s extensive bilingual capacity, service is provided in both official languages, at all times.

Service is comparable in both official languages. | Service is excellent in both official languages.
Third party services are always provided in both official languages and are of comparable quality. | Not applicable.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
Clients usually visit the office at the start of the fiscal year, when grants are issued.  During the audit, there were no visitors to the office.  Thus, the questionnaire could not be handed out.
Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The manager and three staff members that we interviewed are well aware of their responsibilities.
Existence of controls to ensure service is always provided in both official languages. | Management ensures that service is always provided in both official languages.  This is achieved through effective back‑up of bilingual staff; publishing the names of bilingual staff within the office; distributing lists of bilingual employees in the office to all staff; and transfering of calls to bilingual staff in the office, when required.
Existence of mechanisms to assess client satisfaction. | InfoTel (telephone messaging system) is used to seek feedback on clients’ satisfaction relative to the service.  The system does not, however, ask specific questions relative to the language of service.  There were no complaints during the year.
Management meetings with minority language groups. | The office has little contact with minority language groups.  When the media is used, the office always uses the minority press, etc.  At the time of the audit, the acting manager was in his position for a one month period.  He indicated that there is an occasional exchange of correspondence with minority groups.  The minority groups in question are the Collège Sainte‑Anne, the Fédération des Acadiens de la Nouvelle‑Écosse, Yarmouth Le Courrier.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | There is sufficient bilingual capacity to provide continuous service in both official languages.  The office has five bilingual positions out of 18 filled positions.  One bilingual employee is in a unilingual English position.  The bilingual employees meet all the language requirements of their position.
Presence of work tools required for provision of service in both official languages. | Most correspondence with clients is computerized and drafted in both official languages.  Notices of competitions, brochures and advertising are sent to the Translation Bureau for translation or revision.

Active offer |
Active offer on the telephone at all times. | Telephone reception is provided in both official languages.  The InfoTel computerized telephone line provides service in both official languages.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.
Postings are in both official languages at all times. | All postings are in both official languages.
Active offer at reception at all times. | At the district office, service is provided in both official languages at all times.  Commissionaires do not provide bilingual services on a continuous basis.  The employment of commissionaires is governed by a contract entered into by Public Works and Government Services Canada.
Distribution of publications in both official languages at all times. | All federal publications are available in both official languages.
Service |
Service is always provided in both official languages. | Service is provided in the client’s language of choice.
Service is comparable in both official languages. | Service is excellent in both official languages.
Third party services are always provided in both official languages and are of comparable quality. | We found one advertising contract.  This contract was prepared by Head Office.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
We visited the office on three occasions.  No clients were present at the times of our visits.

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The managers we interviewed are well aware of their obligations.  All employees are informed by management of the Department’s obligations regarding service to the public.
Existence of controls to ensure service is always provided in both official languages. | Services provided to clients are always in both official languages.
Existence of mechanisms to assess client satisfaction. | Once or twice a year, the regional office conducts an audit of client satisfaction.  The audit does not cover quality of service.  Head Office is developing another questionnaire and will recommend inclusion of a question on the quality of service in the minority language.
Management meetings with minority language groups. | Management maintains some contact with minority language groups (community colleges).
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | The office has adequate bilingual capacity to provide continuous service in both official languages.  The office has 54 permanent and six temporary positions (seven positions are bilingual).  Employees in bilingual positions meet the language requirements of their position.
Presence of work tools required for provision of service in both official languages. | The tools used to provide services to the public, such as computers, form letters and working documents, are in both official languages.
Active offer |
Active offer on the telephone at all times. | The regional office is not listed in the local telephone directory.  The numbers listed are those of the Halifax office.  Clients are referred to the Dartmouth office, by the Regional Office.  Francophone clients are referred to bilingual employees.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible, and posted at every wicket staffed by a bilingual employee.
Postings are in both official languages at all times. | All postings are in both official languages.

Active offer at reception at all times. | The office has no reception area.  Visitors must take a number.  They may be greeted by a unilingual employee.  If that is the case, the employee will refer the client to a bilingual employee.  The electronic wickets (computers for use by clients) are in both official languages.
Distribution of publications in both official languages at all times. | All federal publications are available in both official languages and have equal visibility.  Textbooks handed out at courses are generally in English, as they originate from local schools.
Service |
Service is always provided in both official languages. | The service is provided in both official languages, and is of very good quality.  Most bilingual employees are Francophones from New Brunswick.
Service is comparable in both official languages. | Quality of service to the public (oral interaction) is comparable in both languages.  Most correspondence consists of form letters (national system) and is of comparable quality.  The Translation Bureau verifies the quality of French for letters drafted on site.
Third party services are always provided in both official languages and are of comparable quality. | Third party services are rarely used.  Where contracts are awarded, the contracts include a clause stipulating that all services provided to the public must be available in both official languages.  We reviewed one agreement and it contained a clause relative to the provision of services in both official languages.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
We handed out eight questionnaires at the Dartmouth district office.  Of these, five were filled out by members of the public who visited the office.
| English | French | Both | YES | NO | No Response
Does signage indicate the option of being served in the language of one’s choice? | | | | 4 | 1 |
Can computers be used in both official languages? | | | | 4 | 1 |
Language in which client was welcomed at counter: | 2 | S/O | 2 | | |
Language of service received: | 5 | | | | |
Was this the language of choice? | | | | 5 | |
Satisfaction with quality of language used for service received? | | | | 5 | |

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The manager and the two employees that we interviewed are well aware of their responsibilities.
Existence of controls to ensure service is always provided in both official languages. | The receptionist and the telephone operators which are assigned to the minority groups, provide services in both official languages.  The field officer serves the public in both official languages.
Existence of mechanisms to assess client satisfaction. | There is no mechanism in place to assess client satisfaction.
Management meetings with minority language groups. | An officer meets with minority groups twice a year during promotional tours or presentations of seminars.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | The office has 26 positions of which five are bilingual.  There is sufficient bilingual capacity at the reception and to provide services by phone.  Two bilingual officers are responsible for meeting with clients.
Presence of work tools required for provision of service in both official languages. | All correspondence with clients is available in both official languages.
Active offer |
Active offer on the telephone at all times. | Telephone reception is provided in both official languages.  The after hours recording is in both official languages.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.
Postings are in both official languages at all times. | All postings are in both official languages.
Active offer at reception at all times. | The receptionist provides services in both official languages at all times.
Distribution of publications in both official languages at all times. | All publications are available in both official languages.
Service |
Service is always provided in both official languages. | Service is provided in the client’s language of choice.
Service is comparable in both official languages. | Service is excellent in both official languages.

Third party services are always provided in both official languages and are of comparable quality. | Not applicable.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
We handed out six questionnaires, all of which were returned.
| English | French | Both | YES | NO | No Response
Does signage indicate the option of being served in the language of one’s choice? | | | | 5 | | 1
Can computers be used in both official languages? | | | | | 6 |
Language in which client was welcomed at counter: | 3 | | 3 | | |
Language of service received: | 6 | | | | |
Was this the language of choice? | | | | 6 | |
Satisfaction with quality of language used for service received? | | | | 4 | | 2

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The franchise manager is well aware of his responsibilities.
Existence of controls to ensure service is always provided in both official languages. | The Canada Post representative conducts monthly audits of postal service centres and produces a report following these visits.  He identifies discrepancies and requires that problems be solved as quickly as possible.
Existence of mechanisms to assess client satisfaction. | Clients can file complaints through an 800 number posted at the postal service centre.
Management meetings with minority language groups. | Management maintains contact with minority language groups.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | At the service point, the postal centre has adequate bilingual capacity.  Replacement staff are also bilingual.
Presence of work tools required for provision of service in both official languages. | All documentation destined for the public is bilingual.
Active offer |
Active offer on the telephone at all times. | Not applicable.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.
Postings are in both official languages at all times. | Permanent postings are in both languages.  However, at the service point, there is a unilingual English poster prepared by staff of the shopping centre.  The manager has taken the initiative to correct this situation.
Active offer at reception at all times. | The service clerk and the replacement employees are bilingual.
Distribution of publications in both official languages at all times. | All publications are available in both official languages.
Service |
Service is always provided in both official languages. | Service is provided in the client’s language of choice.
Service is comparable in both official languages. | Service is excellent in both languages.

Third party services are always provided in both official languages and are of comparable quality. | Not applicable.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
No questionnaire was handed out at the postal service point.

Criteria | Results
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The manager and the three employees that we interviewed are well aware of their responsibilities.  Employees are informed by management of the Department’s obligations regarding service to the public.
Existence of controls to ensure service is always provided in both official languages. | The manager informed us that he lacks the bilingual staff needed to provide continuous service in both official languages.  They obtain assistance from staff working at the airport.  Clients can call a telephone contact for services in French.  This service is not continuous.
Existence of mechanisms to assess client satisfaction. | There is no mechanism in place to assess client satisfaction.  Complaints to the Office of the Commissioner of Official Languages are used as a control mechanism.  There have been no complaints.
Management meetings with minority language groups. | There are no contacts with minority language groups.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | The RCMP lacks sufficient bilingual capacity to provide continuous service in both official languages.  The office has six bilingual positions.  Of these, two are held by employees who meet the language requirements of their position, two are held by employees who do not, and the two other positions are vacant.
| When service must be provided and no bilingual employees are available, clients are referred to a telephone service or to another bilingual employee in the Airport.
Presence of work tools required for provision of service in both official languages. | Employees exchange very little correspondence with their clients.  French‑language correspondence is virtually non‑existent.
Active offer |
Active offer on the telephone at all times. | Telephone numbers are not listed in the local telephone directory.
Visibility of official languages symbol at all times. | The official languages symbol is highly visible.

Postings are in both official languages at all times. | All postings are in both official languages.
Active offer at reception at all times. | Service, in both official languages, is not continuous.
Distribution of publications in both official languages at all times. | Federal publications are available in both official languages.
Service |
Service is always provided in both official languages. | The service is offered in English.  Minority‑language clients are immediately referred to an employee who speaks their language.
Service is comparable in both official languages. | Service in the minority language is of good quality.
Third party services are always provided in both official languages and are of comparable quality. | There are only three bilingual commissionaire positions.  Work days cover a 12 hour period, seven days a week.  It is therefore not possible to ensure the provision of service in both official languages, at all times.
Concessionaires discharge their obligations in matters of service to the public. | Not applicable.

Results of survey on client satisfaction of language of service
We did not conduct a survey at the Halifax International Airport.

Criteria | Results
Audit of services provided by concession operators |
Managers’ responsibilities |
Knowledge of requirements regarding service in both official languages. | The airport manager and superintendent of services are aware of their obligations regarding service to the public.  Information on official languages obligations has been forwarded to concession operators.
Existence of controls to ensure service is always provided in both official languages. | The airport manager ensures that concession operators always have bilingual staff on duty to provide service to the public in both official languages as stipulated by the concession operator’s contract.  A letter sent to concession operators urges them to have bilingual staff on duty at all times, but stipulates that they may use the services of the Nova Scotia information counter.
Existence of mechanisms to assess client satisfaction. | There is no mechanism in place to assess client satisfaction.
Management meetings with minority language groups. | Not applicable.
Organization |
Existence of bilingual capacity required to provide continuous service in both official languages. | Bilingual staff are available at the airport, to provide continuous service in both official languages.
Presence of work tools required for provision of service in both official languages. | Not applicable.
Active offer |
Active offer on the telephone at all times. | Not applicable.
Visibility of official languages symbol at all times. | The official languages symbol is visible.  At the Nova Scotia information counter, bilingual staff are always on duty.
Postings are in both official languages at all times. | The menus posted in the two restaurant are in English only.  In all other locations, postings are in both official languages.
Active offer at reception at all times. | Clients are greeted in English, but referred to bilingual employees, who may be located at other counters in the airport.  However, service is fast.

Distribution of publications in both official languages at all times. | Publications are available in both official languages.
Service |
Service is always provided in both official languages. | Service is provided in English, and minority language clients are immediately referred to an employee who speaks their language.
Service is comparable in both official languages. | Service in the minority language is of good quality.
Third party services are always provided in both official languages and are of comparable quality. | Not applicable.
Concessionaires discharge their obligations in matters of service to the public. | Some concession operators provide bilingual service, while a few do not.  They resort to bilingual staff of other concession operators or seek the assistance of government employees working at the airport.

Results of survey on client satisfaction of language of service
We did not hand out a questionnaire to clients at the airport.  The airport manager informed us that he did not have the right to conduct a survey at the airport.

Appendix B – Audit Criteria and Questionnaire
AUDIT CRITERIA
To determine to what extent and manner offices meet their obligations with respect to service to the public. | |
Criteria | | Ref.

Managers in the Toronto and Halifax regions know their obligations with respect to the service to the public
•	description of responsibilities
•	initiatives/actions
•	control mechanisms to ensure bilingual service.

Managers’ Responsibilities
Sec. 22

Offices in the Toronto and Halifax regions can offer services in the minority official language.
•	resources organization
•	linguistic requirements of positions
•	linguistic training plan
•	working instruments to provide service in the minority official language (forms, computer, instructions)

Organization
Sec. 22

Quality of services offered to the public in both official languages is comparable and continuous
•	management has established service standard
•	bilingual staff on site
•	quality control mechanisms

Active Offer
Sec. 28

The public is served in the official language of its choice at all times
•	bilingual staff on site
•	measures in place to respond to a request

Active Offer
Sec. 28

All signage and posters indicating offices must be in both official languages or located together so that texts of each language is of equal evidence.
•	signing
•	posting
•	electronic signing

Signing
Art. 29

Measures are taken to inform the public that services are offered in one or the other official languages, at one’s choice
•	signing
•	reception
•	communication - electronic, fax, correspondence, telephone

Active Offer
Art. 28

The client is served in the official language of his/her choice (verbally or in writing - computer, fax, correspondence)
•	quality of service
•	delay
•	forms and publications

Service
Art. 22

QUESTIONNAIRE
In which official language do you wish to be interviewed?
English  _____	French  _____
INFORM THE EMPLOYEE OF THE CONFIDENTIALITY OF THE INFORMATION GIVEN HIM OR OBTAINED ELSEWHERE

PROFILE OF PERSON INTERVIEWED
Department | Unit
Name | Location
Title | Position number
Classification | First official language
Language requirements of the position
Language test (date)
Results
Description of duties and responsibilities

ORGANIZATION PROFILE
The number of employees within the organization
The number of bilingual employees within the organization
The number of employees providing service to the public
The number of employees providing service in the minority language

1. | (a)	Describe the obligations of the office with respect to official languages. |
| (b)	What is the nature of the service to the public?  How and where are these services delivered? |
2. | (a)	Describe your public. |
| (b)	Are the contacts with the public: |
| | | | | | Pourcentage du temps
| by telephone | Yes | | No | | | |
| in person | Yes | | No | | | |
| at meetings | Yes | | No | | | |
| by computer | Yes | | No | | | |
| by correspondence | Yes | | No | | | |
| Other (explain) | | | | | | |
| (c)	What percentage of your office's contacts requires a response in: |
| English  _____%	French  _____%	Both  _____% |
3. | What measures has your office taken to make it known to your public that services are available in either official language? |
4. | What measures are taken to ensure clients are served in the language of their choice at all times?  (including 🡪 absence due to training, meetings, holidays, sick leave, employment termination, etc) |
5. | What measures are taken to ensure the quality of service is comparable in both Official languages?  (telephone, in person, correspondence, computer) |
6. | What mechanisms are used to measure client satisfaction and quality of service?  (telephone, in person, correspondence, computer) |
7. | How do you ensure bilingual service to the public when the employee is unilingual? |
8. | (a)	Does the office distribute its own locally produced publications? |
| (b)	Are they bilingual? |
| (c)	Is the quality of the language used in the documents comparable in both official languages? |
9. | (a)	How do you ensure that internally produced public notices are posted in both official languages? |
| (b)	How is the quality assured? |
10. | (a)	Does your office contract out services to the public?  (Note to auditor: make sure that the question is understood to mean contracted services that impact on service to the public) |
| (b)	Describe the services contracted. |
| (c)	Is there a language clause included in the contracts? |
11. | Are you aware of any complaints by members of the public regarding services in their preferred official language?  Do you keep a file? |
| Yes  _____	No  _____ |
12. | a)	Do you and/or your employees need any language training in order to better serve the public? |
| Yes  _____	No  _____ |
| (b)	If yes, is there a formal plan to address this need? |
| Yes  _____	No  _____ |
| (c)	Obtain a copy of the training plan. |
13. | (a)	Have you identified the official languages minority linguistic groups? |
| (b)	Who are they? |
| (c)	Do you have regular contact with the minority linguistic groups?  How? |
| (d)	Do you obtain feedback on the quality of service and whether it is continually provided? |
14. | (a)	Does your office make use of the media to reach the majority and minority linguistic groups? |
| (b)	If so, what is it? |
| (c)	What media are used? |
| (d)	Obtain the Communication expenditures for 1994/95.  Determine how much was spent on English communication and French communication. |

AUDIT TESTS ON SERVICE TO PUBLIC
Objective – the public/client can communicate with and receive services in the minority official language

COMMISSIONAIRES
(only federally owned buildings)

The auditor should request direction in the minority official language.
Were you greeted in the official language of the majority first followed by the official language of the minority?
	Yes  _____	No  _____
Was the official language symbol visible?
	Yes  _____	No  _____
Was the verbal offer made to serve you in either official language?
	Yes  _____	No  _____
Addressed the commissionaire in ______  (F=French; E=English)
	Date  __________	Time  ______	Location  ______  (Tower & Floor)
Response from the commissionaire was in _____  (F=French; E=English)
Document any alternatives used to serve you in the language you addressed the commissionaire.
Insist on being served in the language of your choice.

Comments

Assessment and Recommendations
(The auditor should attempt to answer such questions as, was it obvious to you that services were available in the official language of the minority?  Were directions requested/obtained in the official language of the minority?  Obstacles encountered, e.g. the commissioner did not talk French, did not want to express himself in French, etc.).

SIGNS
Observe signs and indicate whether they are in both official languages.

Assessment and Recommendations

RÉCEPTION
At the reception of the office visited the auditor should request direction in the official language of the minority.
Were you greeted in the official language of the majority first followed by the official language of the minority?
Active offer?	Yes  _____	No  _____
Was the Official Languages symbol visible?
	Yes  _____	No  _____
Was the verbal offer made to serve you in either official language?
	Yes  _____	No  _____
Active offer?	Yes  _____	No  _____
Address the receptionist in the official language of the minority ______  (F=French; E=English)
	Date  __________	Time  ______	Location  ______  (Tower & Floor)
Response from the receptionist was in ______  (F=French; E=English)
Document any alternatives used to serve you in the language you addressed.
Insist on being served in the language of your choice.

Observe the reception area and determine whether applications, publications, magazines, and newspapers made available to the public are:  (a) in both official languages  (b) equally visible.

Comments

Assessment and Recommendations
(The auditor should attempt to answer such questions as, was it obvious to you that services were available in the official language of the minority?  Were directions requested/obtained in the official language of the minority?  Obstacles encountered, e.g. the receptionist did not talk French, did not want to express himself/herself in French, etc.).

TELEPHONE
During business hours – Number called:  _________________________
Time  ______	Date  __________	Active offer:  Yes  _____	No  _____
Comments
After business hours – Number called:  _________________________
Time  ______	Date  __________	Active offer:  Yes  _____	No  _____
Comments

Toll‑free long distance telephone services – Number called  _________________________
Time  ______	Date  __________	Active offer:  Yes  _____	No  _____
If applicable, does the telephone number for communication in French has the same visibility that the telephone number for communication in English in the telephone directory?

Is the telephone number for communication in French properly advertised?

Comments
Assessment and Recommendations
(The auditor should attempt to answer such questions as, was it obvious to you that services were available in the official language of the minority?  Were directions requested/obtained in the official language of the minority?  What were the obstacles encountered, etc.)

CORRESPONDENCE
Select and review files that contain correspondence with the public (select the files on a random basis).
File title | | File Number | | Comments/ref.

Examine the tools used to draft correspondence (computer with bilingual keyboard).

Assessment and Recommendations
(The auditor should attempt to answer such questions as, was it obvious to you that services were available in the official language of the minority?  Was correspondence in the preferred official language of the public? etc.)

BUSINESS CARDS
Obtain a few examples of staff business cards and verify that business cards are bilingual.

ELECTRONIC EQUIPMENT USED BY THE PUBLIC
(a)	Test electronic equipment to ensure that instructions are in both official languages.
(b)	Ensure it can be used in both official languages.
(c)	Quality of language.

PUBLICATIONS
Observe that the publications made available to the public are in both official languages and equally visible.

OTHER TESTS
(Carry out any other test you feel appropriate in meeting the audit objectives).
Review interview questionnaires and note any other relevant tests to determine the extent to which the public can communicate with and receive services in the official language of the minority group.

To determine to what extent and manner concessionaires meet their obligations concerning service to the public.
CRITERIA | | REF.

All signs and posters where concessionaire services are provided must be in the two official languages, side by side in order to ensure textual and visual equivalence.
•	signs
•	posters
•	electronic signs

Signing
Sec. 25

Measures are taken to inform the public that services are offered in one or the other official language.
•	direction
•	reception
•	communication – electronic, fax, correspondence, telephone
•	official languages symbols

Active Offer
Sec. 25

The clientele is served in the official language of its choice.
•	quality of service
•	timely service

Service
Sec. 25

AUDIT TESTS CONCESSIONAIRES
Determine that services provided by the contractor in federal airports and railway stations are in both official languages (restaurants, cafeterias, car rental services, travel insurance, foreign exchange, duty‑free shops, hotel services, public telephones, public announcements, procedures for boarding).  All printed and re‑recorded material, such as signs, notices and menus, etc., should be displayed in both official languages.  Document the audit test results and obtain sufficient audit evidence.
Concessionaire:  	
Date of visit:  _______________	Time:  ______
Description of audit test (telephone, observation, active offer)

Determine (to the extent possible) whether services are provided at all times in the language of choice and of good quality.

Are temporary posters in both official languages?

Assessment & Recommendations

AIRPORT
Observe signs, airline schedule, baggage pick-up, boarding announcements, announcements for transportation to downtown, etc.

Are temporary posters in both official languages?

Make an inquiry at the information desk.

INTERVIEW AIRPORT MANAGER
Determine how the airport manager ensure services to the public is provided in both official languages at all times (Electronic flight schedule, boarding intructions, baggage pick‑up, directions, concessionaires).

Obtain a copy of the lease agreements for the concessionaires observed.

To evaluate public satisfaction with services provided in the minority official language.
CRITERIA | | REF.

There is an evaluation of client satisfaction with regard to services provided in the official language of choice.
•	evaluation mechanism
•	contacts with minority groups

CLIENT SATISFACTION AUDIT TEST
1.	Document evaluation mechanisms of bilingual services offered to the public.

2.	Obtain a copy of the test results.

3.	Obtain a copy of any complaints formulated by the public.  Examine the file.

4.	What measures were taken to correct the situation?

5.	Assessment and Recommendations

QUESTIONNAIRE
MINORITY GROUPS

PROFILE OF PERSON INTERVIEWED
Date:  ____________________
Name:  ______________________________	Address:  ______________________________
Titre/Organization:  	
1. | (a)	What are the important federal services used by the members of ACFO/la Fédération acadienne de la Nouvelle‑Écosse? |
| (b)	Can you identify the points of service most frequently utilized? |
2. | Are members of your organization informed of locations where services are offered in the minority language?  How? |
3. | Are members of your group always served in the language of their choice when they deal with a federal institution? |
| Yes  _____	No  _____	Explain |
4. | Were members of your group informed of locations where services can be provided in the language of their choice? |
| Yes  _____	No  _____	Explain |
| If yes, can you identify the points of service? |
5. | Were complaints raised by members of your group with regard to the lack of service in the language of their choice? |
| Yes  _____	No  _____	Explain |
| If yes, can you identify these points of service? |
6. | Is the quality of service provided adequate? |
7. | Obtain, where possible, examples of complaints. |
| Fax to:  (613) 952‑1297 |
8. | Any other comments by your members with regard to the quality of service in the language of choice? |

CLIENT SATISFACTION QUESTIONNAIRE | QUESTIONNAIRE SUR LA SATISFACTION DE LA CLIENTÈLE
According to law, the clients of this office have the right to be served in the official language (English or French) of their choice. | Aux termes de la loi, les client(e)s de ce bureau ont le droit d'être servi(e) dans la langue officielle (français ou anglais) de leur choix.

In your opinion, is this choice evident from:
•	the signage (posters, etc.) used in this office
Yes  _____	No  _____
•	the use of computer
Yes  _____	No  _____

Selon vous, ce choix est‑il manifesté dans :
•	la signalisation (affiches, etc.) utilisée dans ce bureau
Oui  _____	Non  _____
•	l'utilisation d'ordinateurs
Oui  _____	Non  _____

I have not used any computer during my visit
_____

Je n'ai utilisé aucun ordinateur lors de ma visite
_____

At the reception, were you address...
in both English and French  _____
in English only  _____
in French only  _____

Au comptoir, avez-vous été accueilli(e)...
en français et en anglais  _____
en français seulement  _____
en anglais seulement  _____

In which official language were you served?
_____  English	_____  French

Dans laquelle des deux langues officielles avez‑vous reçu votre service?
_____  Français	_____  Anglais

Was this the language of your choice?
_____  Yes 🡪	Are you satisfied with the quality of the language used?
Yes  _____	No  _____
_____  No

Était‑ce la langue de votre choix?
_____  Oui 🡪	Êtes‑vous satisfait(e) de la qualité de la langue dans laquelle vous avez reçu le service?
Oui  _____	Non  ____
_____  Non

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