Official Languages Program Management (15%)

Rating

The Canada Post Corporation outlines in its annual review submitted to the Canada Public Service Agency its planned activities for 2008–2009 for Parts IV, V and VI of the Official Languages Act. A separate action plan for Part VII is included in the annual report submitted to Canadian Heritage.

Canada Post’s 2008–2009 strategic communications plan consists of several activities aimed at improving bilingual services and raising awareness among employees and managers of various issues relating to language of work. Several activities outlined in the plan have already been carried out.

Measures were implemented to improve active offer at first contact with a view to encouraging members of the public to use their official language of choice in the post offices and postal outlets that must provide bilingual services. Among other things, Canada Post has reviewed the criteria used for the performance evaluations of team leaders, managers and directors at Retail Sales in order to identify expectations regarding services provided in the clients’ language of choice. The criteria are more specific to ensure better standardization and provide a basis for reporting results. Furthermore, for the executive directors at Field Operations, the criterion of compliance with official languages requirements at the post offices designated bilingual was added to their scorecard. Thus, starting on December 31, 2008, performance in terms of language of service will be part of the annual evaluation process for these leaders.

Canada Post is taking certain measures to foster a workplace that is conducive to the use of both official languages. Training and awareness sessions were provided to supervisors.

In January 2009, Canada Post launched a new training program on official languages for all incumbents of bilingual positions. This on-line learning covers Canada Post’s commitments pertaining to language of work and language of service, equitable representation and support for official language minority communities (OLMCs). The purpose of the training is to ensure Canada Post employees are well aware of their official languages responsibilities.

Additional measures must be taken to increase active offer and the availability of bilingual services in person and to create a work environment in bilingual regions conducive to the use of both official languages.

Canada Post’s official language commitments are included in its business plan, which is submitted each year to the Treasury Board. The Executive Committee discusses the plan, which is then approved by Canada Post’s board of directors. The Management Committee, which includes the official languages champion, ensures that official languages objectives play an integral part in the decision-making process for major initiatives. Furthermore, every quarter, a report on official languages complaints and issues is sent to the President and Chief Executive Officer for her review.

Canada Post fully cooperates in the complaint resolution process. It always provides the requested documentation, but response times could be better. Canada Post has a national and regional network of official languages coordinators whose responsibilities include complaint resolution. They hold discussions with managers involved in a complaint in order to identify problems and determine required measures. A manager responsible for Retail Network Operations at national headquarters is now informed of all complaints about customer service to ensure greater care in complaint follow-up.

B

Service to the Public – Part IV of the Official Languages Act (30%)

According to observations of service in person made by the Office of the Commissioner between June and December 2008, an active visual offer was present in 90.8% of cases, an active offer by staff was made in 11.1% of cases, while service in the language of the linguistic minority was available in 82% of cases.

According to observations of service on the telephone made by the Office of the Commissioner between June and December 2008, an active offer by staff or by an automated system was made in 100% of cases, while service in the language of the linguistic minority was available in 93.5% of cases.

According to observations of service by e-mail made by the Office of the Commissioner between September and December 2008, the availability of service is comparable for both linguistic groups 87.5% of the time, and benefits Francophones 12.5% of the time. However, the response time is, on average, 6.42 hours longer in English than in French.

B

Language of Work – Part V of the Official Languages Act (25%)

The survey conducted by Statistics Canada on behalf of the Office of the Commissioner showed that, overall, 72% of Francophone respondents in the National Capital Region (NCR), New Brunswick and the bilingual regions of Ontario "strongly agreed" or "mostly agreed" with the language of work regime. In Quebec, 65% of Anglophone respondents were of the same opinion.

For both categories of respondents, the satisfaction rate by question is presented below.

D

Participation of English-speaking and French-speaking Canadians – Part VI of the Official Languages Act (10%)

Overall, the workforce is 22% Francophone.

In Quebec, excluding the NCR, the workforce is 6% Anglophone.

(Source: Canada Post Corporation, February 13, 2009)

B

Development of Official Language Minority Communities and Promotion of Linguistic Duality – Part VII of the Official Languages Act (20%)

Canada Post’s business plan contains a separate statement on its commitment to its obligations under Part VII of the Official Languages Act. The new evaluation grid of Canada Post’s policies regarding the impact on official languages takes into account the promotion of English and French and the impact on OLMCs in the development of a new policy. The review of current policies was completed over the course of past year, using this new grid. This method enabled Canada Post to revisit the makeup of some committees and allow for a better representation of the Canadian population.

From February to September 2008, several consultations with OLMCs were held to identify their needs and priorities. Canada Post has an ongoing dialogue with the communities, whether through the official languages manager or regional coordinators, or as part of meetings hosted by Canadian Heritage for OLMCs.

A guide is used to study the impact on the development of OLMCs early in the process of preparing an initiative, a policy or a program. The conclusions of the analysis must be incorporated into memoranda to Cabinet or submissions to the Treasury Board.

Canada Post conducted several communications activities aimed at informing OLMCs of its activities, programs and policies, and promoting Canada’s bilingual character. It informed OLMCs of the locations where services in both official languages are available and the contact information of all regional official languages coordinators so that community members can discuss any official languages issues with them.

In Quebec, positions to be filled through an external process are advertised in the minority press. In fact, Canada Post sends its employment opportunities that are open to the public to the Quebec Community Groups Network.

On October 15, 2008, Canada Post issued a stamp commemorating the XIIe Sommet de la Francophonie held in Québec City in October 2008. This stamp reproduces a striking photograph of Québec City using colours inspired by the Société du 400^e anniversaire de Québec’s campaign colours.

To take into account the specific needs of OLMCs in its planning, Canada Post examined the complete development plans for these communities. It concluded that their main concerns involve literacy. It is therefore interesting to note that for several years Canada Post has been a strong supporter of literacy initiatives across Canada. The Canada Post Community Literacy Awards, a national program put in place by the institution, pays tribute to the achievements of individual adult learners and to those who helped them learn to read and write. The selection jury that reviews applications consists of members of both linguistic groups and of OLMCs. Special awards ceremonies are organized across Canada. To date, Canada Post has presented a significant number of awards, some of which were handed out to members of OLMCs. In addition, Canada Post reaffirmed its commitment to this important cause by sponsoring the national spelling contest CanWest CanSpell and the Dictée Paul Gérin-Lajoie. Canada Post also contributes financially to the activities of Frontier College, which is a national leader in the field of literacy in Canada, and to the activities of the Fédération canadienne pour l'alphabétisation en français, which is a countrywide non-profit organization representing more than 400 literacy organizations. The Literary and Historical Society of Quebec and the Coalition ontarienne de formation des adultes also receive financial contributions.

Two important annual events, the Festival franco-ontarien, which offers a gathering place for Francophones and Francophiles of the NCR, and the Rendez-vous de la Francophonie, which is a unique opportunity to promote the French language and the Francophonie in Canada, both receive financial support from Canada Post.

Canada Post continues to promote the Santa letter writing program. Children from OLMCs across Canada are invited to write to Santa in the official language of their choice, and they receive a response in that same language. A new Web site available in both official languages gives children access to various activities and games, as well as the opportunity to write to Santa via e-mail.

The analysis of measures taken by Canada Post confirms a clear commitment to the effective implementation of Part VII, and the Commissioner encourages the institution to continue its efforts.

A

Overall Rating

B