APPENDIX A - Audit objectives and criteria

Page 6 of 8

OBJECTIVES CRITERIA
  1. Ensure that Parks Canada senior management is committed to implementing Part IV of the Official Languages Act in order to provide visitors with services of equal quality in both official languages.
  1. Verify that Parks Canada has an official languages accountability framework.

  2. Verify that Parks Canada’s official languages action plan allows for the effective implementation of Part IV of the Official Languages Act with respect to services provided to visitors at national parks, national marine conservation areas and national historic sites, in person, by telephone, in writing, via electronic systems (including the Internet and social media) and through videos.

  3. Verify that Parks Canada has an official languages policy (or guidelines) that takes into account all of the components relating to services to the public, that is approved by senior management and that is in compliance with the Official Languages Act and the Official Languages (Communications with and Services to the Public) Regulations.

  4. Verify that Parks Canada is effective in informing all employees assigned to provide services at various sites, either in person or by telephone, about the requirements regarding service delivery in both official languages.

  5. Verify that the training modules for Parks Canada employees include the Agency’s obligations and employees’ responsibilities pertaining to official languages.

  6. Verify that Parks Canada takes official languages into account in the performance evaluations of senior executives, managers and employees with service delivery responsibilities.

  7. Verify that partnership agreements with various governments and contracts negotiated with third parties take Parks Canada’s language obligations into account.
  1. Ensure that Parks Canada provides the active offer and services of equal quality in English and French to the public at all of its sites. Ensure that the provision of bilingual services is planned effectively.
  1. Verify that Parks Canada actively offers and provides services in both official languages at national parks, national marine conservation areas and national historic sites. Verify that the services provided in person, by telephone, in writing, via electronic systems (including the Internet and social media) and through videos are of equal quality in English and French.

  2. Verify that the bilingual skills of employees at all Parks Canada sites are sufficient to ensure the provision of services of equal quality in English and French.
  1. Ensure that Parks Canada consults representatives of official language minority communities in the various regions and takes the results into consideration when planning for the provision of bilingual services.
  1. Verify that Parks Canada has initiated an internal reflection process in order to consider the impact of the DesRochers decision on its programs and on how it plans for the provision of bilingual services, and identify how it consults with representatives of official language minority communities in all provinces to determine their service needs and how these communities are informed of the Agency’s decisions.
  1. Ensure that Parks Canada is effectively monitoring the quality of service delivery in both official languages at all of its service points.
  1. Verify that Parks Canada has effective monitoring mechanisms (including internal auditing) to ensure that all of its services are of equal quality in both official languages.

  2. Verify that the results of the monitoring are used in service quality management in order to ensure continued improvement and tangible results.


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