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(Departments and Agencies)
OBJECTIVES OF THE QUESTIONNAIRE
I. OBJECTIVES OF THE QUESTIONNAIRE
To determine if employees have been informed of their language of work rights. (Treasury Board Manual - Official Languages, Chap 2-1, Appendix A).
To determine if the work environment is conducive to the effective use of both official languages and accommodates the use of either language. (Official Languages Act, Section 35).
To determine if the federal institution is meeting its obligations in making available specific services in both official languages. (Official Languages Act, Section 36).
II. QUESTIONS DIRECTLY RELATED TO THE OBJECTIVES
Objective 1: |
Question 7 |
Objective 2: |
Questions 8, 9, 10 |
Objective 3: |
Questions 11, 12, 13, 14, 15 |
III. USE OF INFORMATION OBTAINED WITH THE QUESTIONNAIRE
The information obtained by means of the questionnaire will be used by the department to manage its Official Languages Program. This would include the information required for the Letters of Understanding negotiated with Treasury Board and for the Annual Management Reports.
EXAMPLE COVER PAGE1
____________________________________________________________________________
NAME OF THE DEPARTMENT
QUESTIONNAIRE ON THE USE OF THE OFFICIAL LANGUAGES AT WORK
I. PURPOSE
The purpose of the survey is to determine if the work environment is conducive (alternative: favourable) to the use of either official language.
ALTERNATIVE PURPOSE: The purpose of the survey is to determine if employees have the opportunity to work in the official language of their choice (alternative: their preferred official language).
II. FOR WHOM IS THIS QUESTIONNAIRE INTENDED?
For employees in the designated bilingual regions for language of work purposes.
III. COMPLETED QUESTIONNAIRES ARE CONFIDENTIAL
All reports will be based on grouped data to preserve the anonymity of individual respondents.
IV. HOW LONG WILL IT TAKE TO COMPLETE THE QUESTIONNAIRE?
It will take approximately 10 minutes to complete the questionnaire, but you may wish to take additional time to formulate written comments.
V. IF A QUESTION IS NOT CLEAR FOR YOUR SITUATION
And you feel your answer may be misinterpreted, please feel free to qualify your answer in the margin, or on the last page of the questionnaire.
VI. IF YOU HAVE ANY QUESTIONS ABOUT THE QUESTIONNAIRE
Please feel free to call... (Telephone number, name of unit.)
VII. YOUR COOPERATION IS REQUESTED
We know you are busy, but it would be appreciated if you would participate in the present survey, as a high response rate will give a truer picture of the existing situation.
VIII. PLEASE RETURN YOUR COMPLETED QUESTIONNAIRE IN THE ENVELOPE PROVIDED WITHIN ONE WEEK
1 A cover page or a covering letter addressed to each respondent is optional, but if used, should be tailored to suit the department
ADAPTING THE QUESTIONNAIRE
I. PURPOSE
This section offers suggestions to the Directors of Official Languages for adapting the questionnaire to meet the requirements of their department.
II. LAYOUT OF QUESTIONNAIRE
Employee data and functions: |
questions 1 to 6 |
Program knowledge: |
question 7 |
(Objective 1) |
|
Use of the official languages at work: |
questions 8 to 10 |
(Objective 2) |
|
Department's duties: |
questions 11 to 15 |
(Objective 3) |
|
Comments: |
question 16 |
III. OVERVIEW
Adapting the questionnaire to the needs of a particular department consists of two steps:
1. review need for questions: retain or delete;
2. decide which alternative to use in retained questions.
IV. REVIEW NEED FOR QUESTIONS: RETAIN OR DELETE
Question 1 is required to the extent that the department wishes to make its analysis of the questionnaires by unit (or sector, branch, division, etc.) and region. The wording of this question should be modified to meet the needs of the department, or deleted if not required. For example, a department may prefer to analyse the data according to occupational categories and by region rather than by work unit and region. If this were the case, item 1a) could be phrased as follows:
CLASSIFICATION OF YOUR POSITION:
Group _____ Level _____
Note: Respondents are requested to indicate the group and level of their position in order to reduce the risk of error. Occupational categories can be easily and accurately derived from these data at the analysis stage.
Question 2 on First Official Language is mandatory, as the analysis of completed questionnaires is made by comparing Anglophones and Francophones. The definitions used are the ones given in the Treasury Board Manual - Official Languages,
Chapter 3-0, page 2.
Question 5 is mandatory, as the analysis of completed questionnaires should be made according to the language requirements of positions: Bilingual, English-essential, French-essential, English or French (either/or).
Questions 3, 4 and 6 are not required to meet the stated objectives of the questionnaire, but recommended on the basis of being useful in describing the linguistic profile of respondents and interpreting the results.
Question 7 (objective 1) provides essential information for reporting on the program, but could be omitted if the information can be obtained by other means.
Questions 8 to 15 are essential, as these questions deal with objectives 2 and 3 of the questionnaire. However, questions 12 (computer programs) and 14 (training) can be deleted if not applicable, or if there is another source of information.
Question 16 should be retained as the comments of respondents often provide clues for explaining results and anecdotes to enliven the official report.
V. DECIDE WHICH ALTERNATIVE WILL BE USED
In question 1, a choice must be made between the model which appears in the questionnaire and the one presented in section IV.
In question 8, a choice must be made between the two item alternatives presented in the questionnaire. The first will provide statistics on the overall use of English and French in the department but will not allow a distinction between the speaking and writing skills. The second will yield the opposite results, that is, it will be possible to report separately for the speaking and writing skills but not on the overall use of the two languages. Please note that the two alternatives should not be combined within the same questionnaire since responses to the general question could contradict those for the speaking and writing skills.
VI. ADAPTING A QUESTIONNAIRE AND ANALYSING RESPONSES
Considering the methodology to be used for analysing questionnaires should constitute an integral part of adapting a questionnaire. It is recommended that the authority (e.g. systems, computer programmers, statisticians) that will be handling the data processing should be consulted before finalizing the design of the departmental questionnaire. (See section entitled "Analysing Questionnaires".)
VII. OTHER CONSIDERATIONS
1. It will be necessary to renumber the final version of the questionnaire, change the "Go to question X" notes, etc.
2. The name of the department may appear on the questionnaire, as well as on the cover page.
3. It is suggested that the modified questionnaire be pretested before its use in the survey.
ANALYSING QUESTIONNAIRES
I. PURPOSE
This section makes suggestions for the analysis of questionnaires on the use of the official languages at work.
II. DATA PROCESSING - QUESTIONNAIRE DESIGN
As noted in the section entitled "Adapting the Questionnaire", discussions with the authority that will handle the data processing (e.g. systems, computer programmers, statisticians) should take place before finalizing the design of the questionnaire. These discussions should include planning how the raw data will be summarized to facilitate the analysis and to prevent any possibility of associating statistical data with an identifiable individual.
III. INITIAL ANALYSIS OF ALL QUESTIONNAIRES
It is essential that data be tabulated separately for Anglophones and Francophones, as defined by First Official Language.
Appendix A shows the tables that would be required to summarize the responses to the questionnaire.
It will be noted that, for questions 11 to 15 , it is possible to combine "Always" and "Often" into one category, and "Seldom" or "Never" into another.
IV. ANALYSIS USING OTHER PARAMETERS
It will often be appropriate to make one or more analyses by selecting the respondents according to parameters provided by the following questions:
- question 1 on work units and regions;
- question 5 on the language requirements of positions.
The summarizing tables would be similar to those displayed in Appendix A.
V. WHICH QUESTIONNAIRES SHOULD BE ACCEPTED?
It is recommended that only those questionnaires containing responses to the following items be retained for data processing:
1. questions 1 and 5 (as discussed in the preceding section);
2. question 2 on the First Official Language;
3. at least one question among those numbered from 7 to 15 inclusively (which cover the 3 objectives of the survey).
VI. THE DISSATISFIED RESPONDENTS
In questions 9 to 15, there are three possible responses:
- SATISFIED;
- DISSATISFIED - I would prefer to use ENGLISH more often;
- DISSATISFIED - I would prefer to use FRENCH more often.
In an analysis to determine if the program is reaching its objectives with respect to Anglophones, it is necessary to combine under an appropriate heading:
- Anglophones who are SATISFIED; and
- Anglophones who are DISSATISFIED and who would prefer to use French more often (that is, the work environment does not impede their use of English).
Note that the program fails to reach its objectives only in the case of Anglophones who are DISSATISFIED and who would prefer to use English more often.
A similar analysis with respect to Francophones would require combining those who are SATISFIED with those who are DISSATISFIED and who would prefer to use English more often. Hence, the program fails to reach its objectives only in the case of Francophones who are DISSATISFIED and who would prefer to use French more often.
VII. THE OFFICIAL REPORT ON THE LANGUAGE OF WORK SURVEY
The official report could include the following elements, but should be presented in accordance with normal corporate practice for similar reports:
SURVEY DATA
QUESTIONS 1a, 1b and 5 provide the parameters for selecting smaller groups of respondents for the analysis.
Initially, however, it will usually prove useful to tabulate these parameters (i.e. questions 1a, 1b and 5), by First Official language (question 2) for all the respondents in the survey.
Nota Bene: In the following pages, N = number; TR = Total responses; TA = Total Anglophones; TF = Total Francophones; GT = Grand Total; and H = Horizontal Total.
1a |
Work Unit: |
Anglos |
Francos |
Ang + Fra |
A |
N H% |
N H% |
HT 100% |
|
B |
N H% |
N H% |
HT 100% |
|
Total |
TA H% |
TF H% |
GT 100% |
|
1b |
Region: |
Anglos |
Francos |
Ang + Fra |
A |
N H% |
N H% |
HT 100% |
|
B |
N H% N H% |
N H% |
HT 100% |
|
Total |
TA H% |
TF H% |
GT 100% |
|
2 |
My First Official Language is: |
Anglos |
Francos |
Ang + Fra |
English |
N |
|||
French |
N |
|||
Total |
TA H% |
TF H% |
GT 100% |
|
5 |
The language requirements of my position are: |
Anglos |
Francos |
Ang + Fra |
Bilingual |
N % |
N % |
HT % |
|
English-essential |
N % |
N % |
HT % |
|
French-essential |
N % |
N % |
HT % |
|
Either English or French |
N % |
N % |
HT % |
|
Total responses |
TA 100% |
TF 100% |
GT 100% |
QUESTIONS BELOW (3, 4, and 6 to 15) must be tabulated for each set of parameters selected (questions 1a, 1b and 5) by First Official Language.
(Example: respondents in bilingual positions in Unit A located in Region B, by First Official Language.)
Note: for each set of parameters, the three totals TA, TF and GT should be the same for all questions.
3 |
I speak English: |
Anglos |
Francos |
Fluently |
N % |
N % |
|
Relatively fluently |
N % |
N % |
|
With difficulty |
N % |
N % |
|
Not at all |
N % |
N % |
|
Total responses |
TR 100% |
TR 100% |
|
No response |
N |
N |
|
Total |
TA |
TF |
|
4 |
I speak French: |
Anglos |
Francos |
Fluently |
N % |
N % |
|
Relatively fluently |
N % |
N |
|
With difficulty |
N % |
N % |
|
Not at all |
N % |
N % |
|
Total responses |
TR 100% |
TR 100% |
|
No response |
N |
N |
|
Total |
TA |
TF |
|
6 |
I am required by my department to have a knowledge of both English and French to provide: |
Anglos |
Francos |
Services to the public |
N1 |
N1 |
|
Internal services |
N2 |
N2 |
|
Supervision |
N3 |
N3 |
|
(Optional) |
|||
Total responses |
TR |
TR |
|
No response |
N |
N |
|
Total |
TA |
TF |
|
Notes: |
|||
"Other" responses should be distributed among the three categories above, according to content. - +N2+N3 will normally be greater than TR (multiple responses permitted). |
|||
7 |
I have been informed of my rights and obligations concerning the use of either official language work: |
Anglos |
Francos |
Yes |
N % |
N % |
|
No |
N % |
N % |
|
Don't know |
N % |
N % |
|
Total responses |
TR 100% |
TR 100% |
|
No response |
N |
N |
|
Total |
TA |
TF |
|
8 |
In carrying out my duties, including all communications with the public and other employees, I use: |
Anglos |
Francos |
English only |
N % |
N % |
|
Mostly English |
N % |
N % |
|
French only |
N % |
N % |
|
Mostly French |
N % |
N % |
|
English and French equally |
N % |
N % |
|
Total responses |
TR 100% |
TR 100% |
|
No response |
N |
N |
|
Total |
TA |
TF |
ALTERNATIVE QUESTION 8:
Response tabulation for 8a, Method A
8a |
In carrying out my duties, including all communications with the public and other employees, I speak: |
|||||
(in percentage of time) |
||||||
In English |
In French |
Anglos |
Francos |
|||
0 to 5% |
95 to 100% |
N % |
N % |
|||
6 to 39% |
61 to 94% |
N % |
N % |
|||
40 to 60% |
40 to 60% |
N % |
N % |
|||
61 to 94% |
6 to 39% |
N % |
N % |
|||
95 to 100% |
0 to 5% |
N % |
N % |
|||
Total responses |
TR 100% |
TR 100% |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
Response tabulation for 8a, Method B |
||||||
8a |
In carrying out my duties, including all communications with the public and other employees, I speak: |
Anglos |
Francos |
|||
In English |
% |
% |
||||
In French |
% |
% |
||||
Total |
100% |
100% |
||||
(Optional addition) |
||||||
Total responses |
TR |
TR |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
8b |
I write: (same table as for question 8a) |
|||||
9 |
Concerning the opportunity to work in the official language of my choice when I am not serving the public or other employees, or providing supervision, I am: |
|||||
Anglos |
Francos |
|||||
Satisfied |
N % |
N % |
||||
Dissatisfied, I would prefer: |
||||||
English more often |
N % |
N % |
||||
French more often |
N % |
N % |
||||
Total responses |
TR 100% |
TR 100% |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
Question 10a: Response tabulation Method A |
||||||
10a |
At internal staff meetings that I attend: |
|||||
English is spoken |
French is spoken |
Anglos |
Francos |
|||
0 to 5% |
95 to 100% |
N % |
N % |
|||
6 to 39% |
61 to 94% |
N % |
N % |
|||
40 to 60% |
40 to 60% |
N % |
N % |
|||
61 to 94% |
6 to 39% |
N % |
N % |
|||
95 to 100% |
0 to 5% |
N % |
N % |
|||
Total responses |
TR 100% |
TR 100% |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
Question 10a: Response tabulation Method B |
||||||
10a |
At internal staff meetings that I attend: |
Anglos |
Francos |
|||
English is spoken |
% |
% of time |
||||
French is spoken |
% |
% % of time |
||||
Total |
100 % |
100 % |
||||
(Optional) |
||||||
Total responses |
TR |
TR |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
10b |
Concerning this use of English and French at meetings, I am: |
Anglos |
Francos |
|||
Satisfied |
N % |
N % |
||||
Dissatisfied, I would prefer: |
||||||
English more often |
N % |
N % |
||||
French more often |
N % |
N % |
||||
Total responses |
TR 100% |
TR 100% |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
11a |
The Internal Services that I use are provided in English: |
Anglos |
Francos |
|||
Always or often |
N % |
N % |
||||
Seldom or Never |
N % |
N % |
||||
Total responses |
TR 100% |
TR 100% |
||||
Don't know (or Don't use) |
N |
N |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
11b |
The Internal Services that I use are provided in French: |
Anglos |
Francos |
|||
Always or often |
N % |
N % |
||||
Seldom or Never |
N % |
N % |
||||
Total responses |
TR 100% |
TR 100% |
||||
Don't know (or Don't use) |
N |
N |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
11c |
Concerning the provision of Internal Services, in either official language, I am: |
Anglos |
Francos |
|||
Satisfied |
N % |
N % |
||||
Dissatisfied, services should be provided in: |
||||||
English more often |
N % |
N % |
||||
French more often |
N % |
N % |
||||
Total responses |
TR 100% |
TR 100% |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
Computer programs (software): |
||||||
12a |
(same tables as for question 11) |
|||||
12b |
||||||
12c |
||||||
Work instruments: |
||||||
13a |
(same tables as for question 11) |
|||||
13b |
||||||
13c |
||||||
Professional training courses: |
||||||
14a |
(same tables as for question 11) |
|||||
14b |
||||||
14c |
||||||
Communications with my supervisor: |
||||||
15a |
(same tables as for question 11) |
|||||
15b |
||||||
15c |
||||||
CONFIDENTIAL (WHEN COMPLETED)
QUESTIONNAIRE ON THE USE OF THE OFFICIAL LANGUAGES AT WORK |
Please check only one box in each question (except question 6).
EMPLOYEE DATA AND FUNCTIONS |
1a Work unit:
[ ] (List of units)
[ ]
[ ]
[ ]
b Place of work:
.............................. ...................
(city/town/village) (province)
2 My First Official Language is:
[ ] ENGLISH [ ] FRENCHFIRST OFFICIAL LANGUAGE: official language with which an employee has a primary personal identification (that is the official language in which a person is generally more proficient).
3 | I SPEAK English: | 4 | I SPEAK French: |
[ ]
FLUENTLY [ ] RELATIVELY FLUENTLY [ ] WITH DIFFICULTY [ ] NOT AT ALL |
[ ] FLUENTLY [ ] RELATIVELY FLUENTLY [ ] WITH DIFFICULTY [ ] NOT AT ALL |
5 | The language requirements of my position are: | |
[ ] BILINGUAL [ ] FRENCH-ESSENTIAL |
[ ] ENGLISH-ESSENTIAL [ ] EITHER ENGLISH OR FRENCH |
|
If your position is identified bilingual Go to question 6, otherwise Go to question 7. |
6 | My position has been identified bilingual to provide the
following services: (Check One or More) |
[ ] SERVICES TO THE PUBLIC [ ] INTERNAL SERVICES to other employees [ ] SUPERVISION [ ] OTHER (please describe) INTERNAL SERVICES: services provided by a department to employees, such as pay and benefits, administrative, legal and library services, etc. |
PROGRAM KNOWLEDGE |
7 | My department has informed me of my rights and obligations concerning the use of either official language at work: | ||
[ ] YES | [ ] NO | [ ] DON'T KNOW |
USE OF THE OFFICIAL LANGUAGES AT WORK |
8 | In carrying out my duties, including all communications with the public and other employees, I use: |
[ ] ENGLISH ONLY [ ] MOSTLY ENGLISH [ ] FRENCH ONLY [ ] MOSTLY FRENCH [ ] ENGLISH AND FRENCH EQUALLY |
ALTERNATIVE | |||
8a | In carrying out my duties, including all communications with the public and other employees: | ||
I SPEAK in
English I SPEAK in French |
[ ] %
of the time [ ] % of the time ---- 100% |
(Fill both boxes) | |
If your duties do not require that you WRITE, Go to question 9. | |||
8b | In carrying out my duties at work, including all communications with the public and other employees: | ||
I WRITE in English I WRITE in French |
[ ] % of the time [ ] % of the time ---- 100% |
(Fill both boxes) |
9 | The Department has the obligation to create a
work environment where employees are able to communicate in the official
language of their choice in all circumstances, except when they are
required to provide specified services.
Concerning the opportunity to work in the official language of my choice when I am not serving the public or other employees, or providing supervision, I am: |
|
[ ] SATISFIED | ||
[ ] DISSATISFIED | I would prefer to use ENGLISH more often | |
[ ] DISSATISFIED |
I would prefer to use FRENCH more often |
|
Please feel free to give the reasons for your dissatisfaction in the margin or in section 16 which is reserved for comments. |
10a | At internal staff MEETINGS that I attend: | |||
ENGLISH is spoken FRENCH is spoken |
[
] % of the time [ ] % of the time ----- 100% |
(Fill both boxes) | ||
b | Concerning this use of English and French at MEETINGS, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
I would prefer that ENGLISH be spoken more often |
|||
[ ] DISSATISFIED |
I would prefer that FRENCH be spoken more often |
DEPARTMENT'S DUTIES |
11a | The INTERNAL SERVICES that I use are provided in ENGLISH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW OR DON'T USE | ||||
INTERNAL SERVICES: services provided by a department to employees, such as pay and benefits, administrative, legal and library services, etc. | ||||
b | The INTERNAL SERVICES that I use are provided in FRENCH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW OR DON'T USE | ||||
c | Concerning the provision of INTERNAL SERVICES in either official language, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
these services should be provided in ENGLISH more often |
|||
[ ] DISSATISFIED |
these services should be provided in FRENCH more often |
|||
If you use COMPUTER PROGRAMS (software), please answer question 12, otherwise Go to question 13. |
||||
12a | The COMPUTER PROGRAMS that I use are available, at work, in ENGLISH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
b | The COMPUTER PROGRAMS that I use are available, at work, in FRENCH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
c | Concerning the availability of COMPUTER PROGRAMS in either official language, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
these programs should be available in ENGLISH more often |
|||
[ ] DISSATISFIED |
these programs should be available in FRENCH more often |
|||
If you use WORK INSTRUMENTS (documents such as directives and circulars provided by the department) in the course of your work, please answer question 13, otherwise Go to question 14. | ||||
13a | The WORK INSTRUMENTS that I use are available in ENGLISH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
b | The WORK INSTRUMENTS that I use are available in FRENCH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
c | Concerning the availability of WORK INSTRUMENTS in either official language, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
these instruments should be available in ENGLISH more often |
|||
[ ] DISSATISFIED |
these instruments should be available in FRENCH more often |
|||
If you have attended a PROFESSIONAL TRAINING COURSE provided by your department in the last 2 years, please answer question 14, otherwise Go to question 15. | ||||
14a | The PROFESSIONAL TRAINING COURSES that I attend are available in ENGLISH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
b | The PROFESSIONAL TRAINING COURSES that I attend are available in FRENCH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
c | Concerning the availability of PROFESSIONAL TRAINING COURSES in either official language, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
these courses should be available in ENGLISH more often |
|||
[ ] DISSATISFIED |
these courses should be available in FRENCH more often |
|||
15a | My immediate SUPERVISOR is able to discuss work assignments with me in ENGLISH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
b | My immediate SUPERVISOR is able to discuss work assignments with me in FRENCH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
c | Concerning my communications with my SUPERVISOR in either official language, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
these communications should be in ENGLISH more often |
|||
[ ] DISSATISFIED |
these communications should be in FRENCH more often |
COMMENTS |
16 | YOU ARE INVITED TO MAKE COMMENTS ON: |
- any of the previous questions; - items not covered in the questionnaire; - what could be done to promote the use of both official languages in your work area.
Thank you for taking the time to complete this questionnaire. |
The public's right to communicate with federal institutions and obtain service of comparable quality in the official of its choice is a fundamental element of the languages program. To ensure high-quality service, it is important to determine client satisfaction and respond to clients' needs. The area of official languages is no exception. With this in mind, the Official Languages and Employment Equity Branch has developed a questionnaire an user s guide to help federal institutions evaluate the satisfaction of their clients with the offer and delivery of services in the official language of their choice.
Federal institutions can use the questionnaire in offices where they must provide their services in both official languages as required by the Official Languages Act and pursuant regulations. The questionnaire is designed for use in offices where services are offered to clients in person.
This guide includes a questionnaire which has been tested in various regions of the c also includes descriptions of four me can be used to obtain responses to the questionnaire, with the advantages and disadvantages of each method. The four survey methods are:
1. survey using the intercept t method;
2. reply card survey with deposit box on premises;
3. reply card survey with postage prepaid cards; and
4. integration of the questionnaire in an institution's client satisfaction survey.
The guide also provides an outline of the steps to take for processing survey responses and nalyzing results. It includes the camera-ready copy of the questionnaire for three of the four survey methods, with printing instructions.
Description
The survey is carried out by an interviewer who speaks with clients as they leave the office. This interviewer should not be an employee of the office. Each interview lasts approximately two or three minutes.
Advantages
The intercept method:
Disadvantage
Steps to Follow
Description
The survey is carried out by means of a reply card which is filled out by the client on the office premises, and deposited in a box situated near the exit. 'The cards should be left in a place that is visible and accessible to clients. Office employees should not be involved directly in the process, so as not to intimidate clients or influence their responses.
Advantages
Steps to Follow:
Description of the Method
The survey is carried out by means of a re I card that is filled out and mailed by the client of the office. The cards should be left in a place that is visible and accessible to clients. Office employees should not get involved, so as not to influence clients or bias their responses.
Advantages
Disadvantages
Steps to follow
Description of the Method
This method can be used when the institution already has in place a method for obtaining feedback on the level of client satisfaction. Questions on the language of service can simply be added to the existing questionnaire.
Advantages
This method:
Disadvantages
Steps to Follow
Two possible methods of analyzing the results of the survey follow: analysis by the staff of the institution carrying out the survey, and by a private firm. Note that the choice of which of these methods to use is not dependent on the method adopted for carrying out the survey.
Analysis by the Institution Carrying Out the Survey:
Advantages
Disadvantages
Note: the person responsible for compilation and analysis should not be one of those providing the service in question.
Analysis by a Private Firm:
Advantages
Disadvantages
Procedures for Processing and Analyzing Responses
This procedure for processing and analyzing responses may also be use by a private firm.
For each of the multiple choice questions (nos. 1 to 4), processing and analysis could consist of:
Supplementary Processing and Analysis
1) By the official language in which clients were served:
2) By the official language in which clients responded to the questionnaire: