ARCHIVED - Canada Border Services Agency 2004-2005
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2004-2005 Fact Sheet
Factors and criteria | Summary of substantiating data | Rating |
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Management | Note: The Canada Border Services Agency (CBSA) was created on December 12, 2003, from parts of the Canada Customs and Revenue Agency (CCRA, now CRA), Citizenship and Immigration Canada (CIC) and the Canadian Food Inspection Agency (CFIA). For the time being, the Agency is still using CRA, CIC and CFIA human resources and financial systems. The CBSA intends to define its own policy instruments as soon as possible. | |
b) Visibility of official languages in the organization | The new CBSA executive team is conducting a policy development exercise (vision, values, and direction); until this document is available, the objectives described in the CCRA's 2002–2005 business plan serve as a reference. A distinct business plan is under development; it will integrate all HR and OL principles. There is a commitment to integrate OL objectives in the Report on Plans and Priorities as well as in the Performance Report. No OL audit has been carried out or planned as part of the integrated internal audit system. | |
c) Complaints | There is an in-house complaint resolution process in place, carried over from the CCRA. The CRA offers access to COM-DIRECT, an on-line complaints venue that allows anonymous complaints to be submitted internally. A similar type of intranet venue is being considered for the CBSA. | |
Service to the public - Part IV | Agency signage and electronic services are bilingual. While visiting service outlets in the fall of 2004, OCOL representatives noted that Burolis was not up to date, particularly in the case of service outlet 94603. | |
b) Findings on active offer and service delivery | According to observations on in-person service made by the Office of the Commissioner of Official Languages in the fall of 2004, active visual offer was present in 81.8% of cases, active offer by the attendant was made in 27.3% of cases, while service in the language of the minority was adequate in 81.8% of cases. | |
c) The service agreements delivered by third parties or in partnership provide for the delivery of bilingual services | A standard clause is used in contracts; however, the issue of contract monitoring has not been yet been addressed by the Agency. | |
d) Bilingual services quality monitoring | PSHRMAC tools are used for self-assessment purposes. Monthly reporting is in place. Managers are expected to take appropriate action to correct deficiencies. | |
Language of work - Part V | Within the Customs Program, 76.4% of supervisors that are required to be bilingual in bilingual regions meet their language requirements (Source: Customs Program Annex to the Canada Revenue Agency 2003–2004 Annual Report on OL). | |
b) Use of each language in the workplace | The Intranet is used as a vehicle to inform managers and employees. There are no regular reminders as yet; however, the CBSA will carry over from the CCRA its participation in the "Quality Management System - Official Languages" project, which aims to create an environment that is conducive to the use of both OL in the workplace through mutual respect between colleagues. The program is currently in the "train the trainer" phase. Also, in a joint effort, the CRA and PSHRMA offered awareness workshops on the "Respect Inspires" project. Managers are responsible for policy compliance. | |
Equitable participation - Part VI | CBSA staff is 22.65% Francophone across Canada. (Source: Customs Program Annex to the Canada Revenue Agency 2003–2004 Annual Report on OL). | |
b) Percentage of Anglophone participation in Quebec | CBSA staff is 11.9% Anglophone in Quebec. (Source: Customs Program Annex to the Canada Revenue Agency 2003–2004 Annual Report on OL). | |
Development of minority language communities and promotion of linguistic duality - Part VII | There are no specific mechanisms in place at this time to take into account the development of minority language communities. However, regional coordinators establish contacts with local groups. | |
b) Strategic planning and the development of policies and programs take into account the promotion of linguistic duality | Regional coordinators monitor the situation, establish contacts with local groups and report to the HR functional authority. | |
OVERALL RATING | |