ARCHIVED - National Capital Commission 2006-2007

WarningThe Standard on Web Usability replaces this content. This content is archived because Common Look and Feel 2.0 Standards have been rescinded.

Archived Content

Information identified as archived is provided for reference, research or recordkeeping purposes. It is not subject to the Government of Canada Web Standards and has not been altered or updated since it was archived. Please contact us to request a format other than those available.

Performance Report 2006-2007
National Capital Commission

Factors and Criteria

Summary of Substantiating Data

Rating

Management (15%)

a) An accountability framework, an action plan and accountability mechanisms are in place (5%)

The document entitled Human Resources Management Integrated Framework counts official languages (OL) among the fundamental values of the National Capital Commission (NCC) and serves as its accountability framework. It deals with the Commission's responsibilities with respect to OL, language training, equitable participation, and internal communications. It also describes measures to promote the use of both OL within the organization and in Canadian society. Its contents were endorsed by the Executive Management Committee. The NCC's OL policy also describes the roles and responsibilities of the various stakeholders and supports the document Human Resources Management Integrated Framework, which sets out the OL Champion's role and describes OL initiatives.

Although the NCC does not have a formal action plan for Parts IV, V, and VI of the Official Languages Act (the Act), it presented its  2005-2006 Annual Review on Parts IV, V, and VI of the Act to the Public Service Human Resources Management Agency of Canada (PSHRMAC). However, the NCC does have a 2006-2009 action plan, in accordance with Part VII, which it submitted to Canadian Heritage.

The OL Champion and the Chairman of the NCC abide by a memorandum of understanding in order to ensure accountability. The Champion meets periodically with the Chair and the Executive Vice-President and Chief Operating Officer, as well as other members of senior management, to discuss OL issues. Recent discussions dealt with language training for supervisors, new commitments under the Act to Amend the Official Languages Act, and the Action Plan for the implementation of section 41.

B

b) Visibility of official languages in the organization (5%)

The following strategic documents mention OL: the 2005-2006 Annual Report entitle In the Lead; the summary of the Corporate Plan from2006-2007 to 2010-2011 and the National Capital Act, which stipulates that the NCC is responsible for promoting the status of both OL in the National Capital Region (NCR).

The purpose of the information management audit, currently under way, is to verify, among other things, whether all employees have access to the electronic classification system in the language of their choice.

The Champion is at the vice-president level and sits on the Executive Management Committee, which discusses OL issues on average twice a year. OL issues are integrated into the daily management activities of each responsibility centre and the Chair takes a real interest in OL.  

A

c) Complaints (5%)

A procedure is in place to handle complaints. The manager responsible determines the corrective action to be implemented and forwards a copy of the letter describing this action to the director responsible. The OL Coordinator follows up and reports on complaints to the Champion, who then shares this information with the Executive Management Committee.

A

Sub-total:

A

Service to the Public - Part IV (25%)

a) Bilingual services advertised to the public and sufficient bilingual staff (3%)

NCC points of service are advertised in Burolis and in the blue pages.

A total of 100 % of employees in bilingual positions serving the public meet the language requirements of their position. (Source: Systems, Applications and Products (SAP), December 31,  2005)

A

b) Observations on active offer and service delivery (15%)

According to observations of in-person service made by OCOL between mid-June and mid-July 2006, an active visual offer was present in 100% of cases, an active offer by staff was made in 75% of cases, while service in the language of the linguistic minority was adequate in 100% of cases.

According to observations of service on the telephone made by OCOL between mid-June and mid-July 2006, 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 adequate in 100% of cases.

A

c) Service agreements delivered by third parties or in partnership provide for the delivery of bilingual services (2%)

Contracts with third parties contain a standard clause on bilingual services and on active offer. Minto Properties Limited is responsible for enforcing the OL clause in NCC leases. In addition, the NCC conducts annual inspections for monitoring purposes.

There is also a checklist that must be followed for any proposal submitted to the Executive Management Committee. Among others, managers must consider the OL-related consequences of a proposal in respect to human resources. Specifically, managers must have considered the following questions in their proposals: 1) Are there any OL issues related to this proposal, be it service to the public, language of work, supervision or other?; 2) In the case of a contractor, have the OL obligations been clearly explained in the request for proposal or the service contract?

A

d) Policy on service to the public and bilingual services quality monitoring (5%)

The Official Languages Policy, which came into force in July 2005, focuses on the NCC's obligations to provide quality services to the public. This policy also clearly indicates that the NCC must comply with, and apply Government of Canada policies related to communications with and services to the public.

Employees are informed of their service to the public obligations through the new Employee Orientation Program. More specific sessions are offered, depending on the employees' positions. For example, front line employees at the NCC InfoCentre receive training on the language obligations related to service to the public. Training manuals are available in both OL. The NCC also ensures that volunteers, such as information officers, trail patrollers in Gatineau Park, and the volunteer coordinator, are able to provide services in both OL.  

Service point managers are sent periodic reminders, and they are responsible for conveying these to their employees. More general information is distributed to all employees via the intranet, for example, when the new Official Languages Policywas adopted in July 2005. 

The NCC conducts periodic surveys to measure the public's level of satisfaction with service delivery in the official language of their choice, for example, at events it organizes. At the 2006 Canada Day celebrations, the NCC's survey included questions such as: “How satisfied are you with service delivery in the official language of your choice?” The results showed that 94% of respondents were very satisfied or somewhat satisfied with service delivery in their OL of choice. The NCC uses comments it receives from the public to improve its services.

A

Sub-total:

A

Language of Work - Part V (25%)

a) Language of work policy and adequate bilingual supervision (12.5%)

The July 2005 Official Languages Policy highlights the NCC's obligations to create and maintain a workplace that is conducive to the use of both OL. The Policy also stipulates that the NCC must apply Government of Canada directives on such things as the linguistic identification of positions or functions. 

In order to facilitate the use of the official language of the linguistic minority, the NCC continues to offer on-site language training to interested personnel. To this end, in January 2005, the NCC signed a two-year agreement, with a one-year extension option, with a language school that offers on-site language training. In addition to part-time, on-site, second-language training, oral interaction sessions are offered at lunchtime to any interested employees, regardless of the linguistic level of their position.

91% of supervisors in bilingual regions who must supervise employees in both OL are able to do so. (Source: Data from Annual Review of Official Languages, Official Languages Information System (OLIS II), December 31, 2005)

B

b) Use of each official language in the workplace (12.5%)

Briefing notes for managers and senior executives deal with language of work and the importance of bilingual staffing of supervisory positions. Messages are also posted on the NCC's intranet site to remind managers of their obligations regarding language of work, Official languages…And You! These same messages also help remind employees of their rights in the workplace. Posters are put up in meeting rooms to encourage the use of both OL at meetings. Employees undergo performance appraisals in the official language of their choice.

Employees and students are also advised of their rights regarding language of work as part of the orientation program for new members of the NCC.

Senior Management Committee meetings are held in both OL.

The NCC uses in-house surveys to monitor the policy's application; the last language of work survey was conducted in 2003. The survey results showed that the availability of work instruments (such as software in French) needed improvement. The results of the survey led to the development of an action plan, which is being monitored.

The NCC intended to conduct a language of work survey of its employees in 2006-2007. However, since Statistics Canada conducted a language of work survey of the separate employers included in the Performance Report, including the NCC, for the Office of the Commissioner of Official Languages (OCOL) during that same time period, the NCC has decided to conduct its own survey in 2007-2008.

The survey conducted by Statistics Canada on behalf of OCOL, showed that overall, 84% of Francophone respondents in the NCR, "strongly agreed" or "mostly agreed" with the language of work regime.

B

Sub-total:

B

Equitable Participation  - Part VI (10%)

a) Percentage of Francophone participation throughout Canada (5%)

Overall, the workforce is 55.2 % Francophone. (Source: OLIS II, December 31, 2005)

B

b) Percentage of Anglophone participation in Quebec (5%)

All employees are in the NCR.

N/A

Sub-total:

B

Development of Official Language Minority Communities and Promotion of Linguistic Duality - Part  VII (25%)

a) Strategic planning and the development of policies and programs take into account the development of official language minority communities (12.5%)

The OL Champion ensures that strategic planning as well as program and policy development take into account the development of official language minority communities (OLMCs), and any relevant positive measures. Specifically, the NCC takes into account these obligations when it develops its five-year marketing, communication and external relations plan. The NCC has developed a 2006-2009 Action Plan for the implementation of section 41 of the Act that serves as a mechanism to ensure that strategic planning takes into account the development of OLMCs. 

Senior management is made aware of the obligations arising from the amendments to the Act in various ways, such as briefing notes, including Official Languages Act is Strengthened, which was sent out to appropriate members on January 3, 2006, and which was posted on the Commission's intranet site. The Action Plan for the implementation of section 41 includes initiatives for the development of OLMCs and the promotion of linguistic duality, and was discussed at the Executive Management Committee. The Action Plan, endorsed by senior management, serves as a mechanism to raise awareness about OL issues with senior management.
 
The OL Coordinator is responsible for the implementation of all parts of the Act, including Part VII. He regularly attends meetings of the national coordinators of the main federal institutions, and keeps the OL Champion up to date. The OL Champion, who attended an OL champions' meeting in Vancouver, British Columbia, at the beginning of the year, conveyed all relevant information to the Commission's personnel, including the Commission's Communications and Marketing Team, which liaises with OLMCs. This team also keeps OLMC media informed of projects and events organized in the National Capital Region in order to showcase performers from these communities, thereby fostering their development, while at the same time promoting Canada's linguistic duality. Through this activity, communities now know whom to contact within the NCC.

To better understand OLMC needs, the NCC participates in conferences and other events organized by cultural and social organizations that represent artists and producers from OLMCs. NCC personnel who attend these meetings forward any comments received to the appropriate policy and program officers.

Every year, the NCC submits to Canadian Heritage a status report, which describes its achievements in relation to its 2006-2009 Action Plan on the implementation of section 41 of the Act (development of OLMCs and promotion of linguistic duality). The NCC has not yet formally reviewed its policies and programs to identify those that have an impact on the development of OLMCs. In July 2006, when the Commission sent its 2005-2006 status report and 2006-2009 action plan to all OLMC provincial associations, the OL Champion asked them to submit suggestions for partnership activities of mutual interest. The NCC feels that this strategy is another means of identifying OLMC priorities and needs, therefore targeting policies and programs which have an impact on these communities, and of adjusting its action plan for the following year, as required. 

The Action Plan submitted by the NCC to Canadian Heritage includes positive measures for fostering the development of OLMCs, such as hiring some forty students each year during the summer to act as interpretive guides and points of contact for visitors to the capital. Students are recruited through university and college networks of Francophones outside of Quebec and Anglophones in Quebec.

Although the NCC does not hold structured consultations with OLMCs, other than distributing its status report and its action plan on the implementation of Part VII, in order to identify their needs and recruit new talent, it participates in symposia and conventions of OLMC artistic and cultural networks, such as Contact ontarois and Bourse RIDEAU in Quebec. 

The Action Plan submitted by the NCC to Canadian Heritage includes performance indicators.

B

b) Strategic planning and the development of policies and programs take into account the promotion of linguistic duality (12.5%)

The OL Champion ensures that strategic planning, and program and policy development take into account the promotion of linguistic duality and any relevant positive measures. Specifically, the NCC takes into account these obligations when it develops its five-year marketing, communication and external relations plan. The NCC has developed a 2006-2009 action plan for the implementation of section 41 of the Act that serves as a mechanism to ensure that strategic planning takes into account the promotion of linguistic duality. 

Senior management is made aware of the obligations arising from the amendments to the Act in various ways, such as briefing notes, including Official Languages Act is Strengthened, which was sent out to appropriate members on January 3, 2006, and which was posted on the Commission's intranet site. The Action Plan for the implementation of section 41 includes initiatives for the development of OLMCs and the promotion of linguistic duality, and was discussed at the Executive Management Committee. The Action Plan, endorsed by senior management, serves as a mechanism to raise awareness about OL issues with senior management about OL issues.

The Coordinator is responsible for the implementation of all parts of the Act, including Part VII. The NCC's Communication and Marketing Team is responsible for promoting linguistic duality in Anglophone and Francophone organizations. To this end, it ensures that artists from both language groups are included in NCC events, such as Canada Day celebrations and the Sound and Light Show. As a result of this exercise, the relevant associations now know whom to contact within the NCC.

The Communication and Marketing Team was made aware of their obligation to take positive measures.  As an example, the Champion, who attended an OL champions meeting in Vancouver, British Columbia at the beginning of the year, conveyed all relevant information to the Commission's personnel.

The makeup of NCC employees, based on linguistic groups (44.8% are Anglophone and 55.2% are Francophone), means that they are well aware of Canada's linguistic duality. This awareness is specifically reflected in the actions of the Commission's Chair. In a speech given on October 25, 2006, on the occasion of the renewal of the Business Assistance Program, the Chair reminded the audience, which was composed of representatives from the public and private sectors, that: “We are all ambassadors for our capital; each one of our institutions contributes to its edification and its unique character. Our daily actions are extremely important to the image of our capital and the bilingual nation in which we live.” Funded by Canadian Heritage, the project in question involves at least eleven partners, including the National Capital Commission, and makes available practical tools to City of Ottawa businesses, so that they can improve their services in French. Three private sector representatives also spoke of their experience with the Business Assistance Program and how bilingualism helps them better serve their customers and increase their sales.  

The NCC did not yet review formally its programs and policies to identify those that have an impact on the promotion and use of English and French in Canadian society. However, it reviews them in light of the feedback received from the associations on its status report and action plan. Similarly, it conducts surveys of the public. Therefore, for the 2006 season, the NCC presented once again its Sound and Light Show on Parliament Hill in a bilingual format. After the first bilingual show in 2005, visitors were surveyed in order to get their feedback, and 90% of those surveyed appreciated the show's bilingual format. This format helps both communities to simultaneously showcase the richness of their culture, and as a result, contributes to linguistic duality.
 
The Action Plan submitted by the NCC to Canadian Heritage takes into account positive measures for promoting linguistic duality. These include organizing and coordinating national celebrations, such as Canada Day celebrations, and including Francophone artists from outside Quebec and Anglophones artists from Quebec, thereby helping Canadians appreciate their country's linguistic duality.  

The Plan includes performance indicators. 

B

Sub-total:

B

OVERALL RATING

B