Archived - Report Cards 2010-2011

1. The institution has an updated action plan that includes targeted and appropriate measures to address the shortcomings identified in investigations, previous report cards or audits by the Office of the Commissioner of Official Languages. The targeted measures to correct these shortcomings are being implemented. Senior management is monitoring the situation to ensure progress is being made. (4%)
   
   
2. The institution always provides the documentation required to process complaints without delay. The institution fully cooperates with the Office of the Commissioner during investigations. (2 %)
   
   
3. The institution has developed tools or procedures to take into account the impact of its major decisions, such as the addition, abolishment or modification of policies or programs (permanent mechanism, Part VII reflex) for official language minority communities and for the promotion of linguistic duality. (4%)

4. The results of the observations of in-person service made by the Office of the Commissioner confirm the presence of an active visual offer and an active offer by staff in both official languages and the availability of service in the language of the linguistic minority. (10%)
   • Active visual offer (2%)
   • Active offer in person (2%)
   • Availability of service (6%)
     
     
5. The results of the Office of the Commissioner’s observations regarding service on the telephone confirm the presence of an active offer in both official languages by staff or by an automated telephone system and the availability of such service in the language of the linguistic minority. (10%)
   • Active offer (4%)
   • Availability of service (6%)
     
     
6. The results of the Office of the Commissioner’s observations regarding service by e-mail confirm that the response rate is proportional in both official languages, and is provided within comparable timeframes for both linguistic groups. (5%)
   • Proportional response rate (2.5%)
   • Comparable timeframes (2.5%)
     
     
7. The institution makes services of equal quality available to the public in both official languages. Bearing in mind the nature of the service and its purpose, the institution considers the particular needs of official language communities in delivering its services. (5%)

Note - Services of equal quality are not necessarily identical services but services that are tailored to the needs of official language communities, as applicable.

8. Measures have been put in place in regions designated bilingual for language of work purposes to promote use of the official language of the linguistic minority in the workplace (for example, a registry of employees' language preferences, language training and maintenance, reminders on language rights, etc.). (25%)

The institution demonstrates that Anglophones and Francophones are represented equitably, taking into account its mandate, the public it serves and the location of its offices.

The results of the 2006 census were used as a reference for evaluating the institution against the criteria of this part.

9. Percentage of Francophone participation outside Quebec and the National Capital Region (NCR) (1.5%)

The Francophone population outside Quebec and the National Capital Region represents 4.2% of the total population. The participation of Francophones in the institution tends to reflect the presence of the Francophone community in this part of Canada.

    A – Exemplary          3.8% and above 

    B - Good                   Between 3.4% and 3.8%

    C – Fair                    Between 2.9% and 3.4%

    D – Poor                   Between 2.5% and 2.9%

    E - Very Poor            2.5% and below  

10. Percentage of Anglophone participation in Quebec, NCR excluded (3%)

The Anglophone population of Quebec represents 13.4% of the total population. The participation of Anglophones in the institution tends to reflect the presence of the Anglophone community in this part of Canada.

    A – Exemplary          12.1% and above 

    B - Good                   Between 10.7% and 12.1%

    C - Fair                     Between 9.4% and 10.7%

    D - Poor                   Between 8% and 9.4%

    E – Very Poor           8% and below  

11. Percentage of Francophone participation in the National Capital Region (1.5%)

The Francophone population of the NCR represents 34.9% of the total population. The participation of Francophones in the institution tends to reflect the presence of the Francophone community in this part of Canada.

    A - Exemplary           31.4% and above

    B - Good                   Between 27.9% and 31.4%

    C - Fair                     Between 24.4% and 27.9%

    D - Poor                   Between 20.9% and 24.4%

    E - Very Poor            20.9% and below

12. The institution demonstrates that all appropriate measures have been taken so that its workforce tends to reflect the makeup of Canada's two language communities, taking into account its mandate, the location of its offices and the public it serves. In particular, it ensures that all necessary efforts are made to encourage English and French linguistic minority communities to take part in its recruitment campaigns. (4 %)

13. The institution has:
    • Identified the official language communities;
    • Consulted with these communities;
    • Identified the needs of these communities. (5%)

14. The institution’s programs integrate the development of official language communities. (3.5%)
    
    
15. The institution’s programs integrate the promotion of both official languages. (3.5%)
    
    
16. The institution has taken positive measures to foster the development of official language communities. (5%)
    
    
17. The institution has taken positive measures to promote the equal status and use of both English and French in Canadian society. (5%)
    
    
18. The institution assesses the impact of the positive measures that have been taken to foster the development of official language communities. (1.5%)
    
    
19. The institution assesses the impact of the positive measures that have been taken to promote the equal status and use of English and French in Canadian society. (1.5%)

20. Five percent (5%) can be awarded to one or several best practices put in place by the institution if they do not fall within with the Office of the Commissioner's parameters for evaluation, or if they exceed the above-mentioned criteria.