ARCHIVED - National Capital Commission 2007-2008

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 Report Card 2007–2008
National Capital Commission

Factors and Criteria

Summary of Substantiating Data


Management (15%)

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

The document titled 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 in the organization and in Canadian society. Its contents were endorsed by the Executive Management Committee (EMC). The NCC’s corporate administrative policy and proceduresregarding OL also describe the roles and responsibilities of various stakeholders, supports the Human Resources Management Integrated Framework and describes OL principles and characteristics, including respect for linguistic duality in the workplace.

The NCC has informal action plans for Parts IV, V and VI of the Official Languages Act (the Act). Annual planning of its human resources management activities is set out in an annual memorandum of understanding approved by the Chief Executive Officer. The memorandum of understanding includes performance indicators, objectives, timelines and statements of operations for all aspects of human resources management, including OL. There is also an action plan for language training. The recruitment of bilingual employees is standard practice at the NCC. 
Accountability is ensured through the memorandum of understanding on performance between the OL Champion and the Chief Executive Officer of the NCC. Executive performance agreements also include OL objectives. The plans, balance sheet and annual status reports are submitted to the Human Resources Champion and the Chief Executive Officer for approval.


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

The following strategic documents mention OL: the 2006–2007 Annual Report titled A Capital in Evolution; the 2006–2011 Corporate Plan; and the Five-Year Marketing, Communications and External Relations Plan for 2003–2008. The National Capital Act stipulates that the NCC is responsible for promoting the status of both OL in the National Capital Region(NCR).

Implementation of the Human Resources Management Integrated Framework, which includes OL, is part of the achievements and performance indicators incorporated into the NCC’s annual report.
The Champion is vice-president of human resources and information management and attends EMC meetings. During the last year, the Champion has had three opportunities to discuss OL issues with the members of the EMC: the NCC’s contribution to Bulletin 41-42, the results of observations made by the Office of the Commissioner and the tools prepared and distributed by Canadian Heritage that describe the responsibilities under Part VII of the Act.

OL are the subject of planned internal audits. For instance, the internal audit sector will carry out an audit of construction-related computer system interfaces in 2008 in order to assess how this work tool could be better adapted to the needs of employees whose language of work is French.

The person responsible for OL maintains direct and ongoing contact with the Champion. The same person is responsible for all parts of the Act, which ensures an overall understanding of the OL situation.


(c) Complaints and follow-up (5%)

There is a detailed mechanism in place to deal with complaints, and it is documented in the corporate administrative policy and procedures regarding OL. The appropriate manager determines the corrective action to be taken and forwards a copy of the letter describing this action to the appropriate director. The OL Coordinator follows up and reports on complaints to the Champion, who then informs the management team of the nature of the complaints and the actions that were taken, if applicable.




Service to the public—Part IV (25%)

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

The NCC’s points of service are advertised in the blue pages, on its corporate Web site and in Burolis. When offices change location or major events are held, the contact information for the points of service is advertised in the media, including minority-language media.

A total of 100% of employees in bilingual positions serving the public meet the language requirements of their position (Source: OLIS II, S1 as of December 31, 2007).


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

According to observations of in-person service made by the Office of the Commissioner between mid-June and mid-July 2007, an active visual offer was present in 100% of cases, an active offer by staff was made in 100% of cases, and service in the language of the linguistic minority was adequate in 100% of cases.

According to observations of service on the telephone made by the Office of the Commissioner between mid-June and mid-July 2007, 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.


(c) The 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 providing bilingual services and making an active offer. The third party in charge of subcontracting is responsible for enforcing the OL clause in leases on behalf of the NCC. In addition, the NCC conducts regular inspections throughout the year for monitoring purposes.

Moreover, any proposed projects or contracts submitted to the EMC must be accompanied by a checklist that includes OL. The consequences of respecting language obligations is one of the human resources-related elements managers must take into account when setting up contracts or signing agreements.


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

The Official Languages Administrative Policies and Procedures focus on the NCC’s obligation to provide quality services to the public. Further, the policies and procedures indicate 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 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. Students hired for the summer receive extensive training on providing client services, including a detailed component on OL.

Periodic reminders are sent to the managers of points of service, who then forward the information to their employees. More general information is distributed to all employees via the intranet and e-mail, as was the case when the results of the 2006–2007 Report Card were announced.

The NCC conducts periodic surveys to measure the public’s level of satisfaction with service delivery in their official language of choice at events organized by the NCC. The NCC uses the comments it receives from the public to improve its services.

The NCC pays special attention to the observations made by the Canada Public Service Agency and the Office of the Commissioner, and requires offices and third parties whose services were deemed to be non-compliant to provide follow-ups and reports on corrective measures.

The Creative Services Division is in charge of revising texts that appear in information, advertising and marketing documents, as well as on signage.




Language of work—Part V (25%)

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

The Official Languages Administrative Policies and Procedureshighlight the NCC’s obligations to create and maintain a workplace that is conducive to the use of both OL. This document also stipulates that the NCC must apply the Government of Canada’s OL directives.

The new employee orientation program includes an entire section on OL, which specifies the employees’ responsibilities as well as their rights concerning language of work.

In order to facilitate the use of the official language of the linguistic minority, the NCC continues to offer language training near the workplace to employees who do not meet the linguistic profile of their positions. In addition, part-time second-language training is offered on-site in the form of lunch-and-learn sessions to any interested employees, regardless of the linguistic profile of their position. This training supports the principle of the Human Resources Management Integrated Framework, according to which everyone should be able to understand each other.

A total of 90% of supervisors in bilingual regions who must supervise employees in both OL are able to do so (Source: Data from OLIS II, L2, as of December 31, 2006).


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

Messages are posted on the NCC’s intranet site to remind managers of their language of work obligations. These same messages also help remind employees of their rights in the workplace. For example, during the employee performance evaluation period, the NCC reminds employees of their right to receive their performance evaluation in their language of choice.

Employees, students and new managers are also informed of their rights and responsibilities regarding language of work during the new employee orientation program offered to the new members of the NCC.

EMC meetings are held in both OL, and posters promoting language of choice and the bilingual chairing of meetings are displayed in meeting rooms. People who make presentations to the EMC can do so in the official language of their choice.

The NCC monitors the implementation of its language of work objectives by following up on its integrated human resources management reports and the language of work survey conducted by Statistics Canada on behalf of the Office of the Commissioner. In light of the results of the language of work survey, the NCC has carried out a targeted review of its internal programs and activities.

Further to an internal audit on the availability of work tools in both OL, specifically computer software, the NCC concluded that an extensive audit of the computer systems used in its construction activities was necessary. This audit is scheduled for 2007–2008. Apart from this specific computer system, it was determined that the common and general computer tools meet the standards established under the OL policies.

The NCC is considering carrying out its own language of work survey of all its employees in 2008.

The survey conducted by Statistics Canada on behalf of the Office of the Commissioner showed that, overall, 85% of Francophone respondents in the NCR "strongly agreed" or "mostly agreed" with the language of work regime.




Equitable participation—Part VI (10%)

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

Overall, the workforce is 56.7% Francophone. All employees are located in the NCR (Source: OLIS Report II, P2, as of December 31, 2006).


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

All employees are located in the NCR.




Development of official language minority communities and promotion of linguistic duality—Part VII (25%)


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) as well as the promotion of linguistic duality. More specifically, the NCC takes into account these obligations when it develops the Five-Year Marketing, Communications and External Relations Plan. The NCC has developed a 2006–2009 action plan for the implementation of section 41 of the Act, which serves as a mechanism to ensure that strategic planning takes into account the development of OLMCs and the promotion of linguistic duality. The action plan will be reviewed in 2008–2009 to ensure that it is in line with the new proposed performance indicators.

Every year, the NCC submits a status report to Canadian Heritage on 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 action plan, which is endorsed by senior management, serves as a clear mechanism to raise awareness among managers. For example, the Chief Executive Officer has shared the manual dealing with Part VII prepared by Canadian Heritage with EMC members, and the vice-presidents are asked to take turns contributing to the Bulletin 41-42.
The OL Coordinator is responsible for implementing all parts of the Act, including Part VII. He regularly attends meetings of the national coordinators of the main federal institutions and keeps the Champion informed of any new initiatives.

When she sent the 2006–2007 status report to all OLMC provincial associations, the OL Champion asked them to submit suggestions for partnership activities of mutual interest. The action plan submitted by the NCC to Canadian Heritage includes positive measures for supporting and assisting the development of OLMCs and promoting linguistic duality, including the entirely bilingual format of the 2007 edition of the Sound and Light Show and the recruitment of students from French-language university and college networks outside Quebec and English-language networks in Quebec.

The action plan submitted by the NCC to Canadian Heritage includes performance indicators for objectives concerning the development and vitality of OLMCs as well as the promotion of linguistic duality in Canadian society.

The NCC has not yet formally reviewed its programs and policies to identify those that have an impact on the development of OLMCs and the promotion of linguistic duality. However, feedback from clients and visitors is analyzed as part of its annual review of activity programming. This analysis enables organizers to take into account the needs expressed by the OLMCs and members of Anglophone and Francophone communities.


(a) Development of official language minority communities (12.5%)


The Vice-President, Programming, Communications and Marketing, keeps OLMC media up to date on projects and events in the NCR in order to showcase artists from these communities, and thus support and assist in their development, while at the same time promoting linguistic duality in Canada. Consequently, this exercise gives the communities concerned a chance to meet the NCC resource persons.

The NCC participates in conferences and activities organized by representatives of cultural and social organizations that bring together OLMC artists and producers. This allows it to learn about OLMC needs. NCC employees who attend these meetings then forward the comments received from the OLMCs to those responsible for implementing policies and programs.

Although it does not hold a structured consultation with OLMCs to understand their needs, other than distributing its status reports and action plan on the implementation of section 41, the NCC participates in the symposiums and conferences of OLMC arts and culture networks in order to recruit new talent. The NCC has also established a standing list of organizations that can be consulted, including OLMC artistic associations, business groups and regional representatives.

The results of public consultations for the NCC’s planning projects were announced at the November 7, 2007 annual general meeting. All NCR residents were invited through notices in majority and minority media.


(b) Promotion of linguistic duality (12.5%)


According to the institution, the NCC’s workforce is made up of a large number of employees from both language groups, which ensures that all employees are well aware of linguistic duality in Canada.

The action plan submitted by the NCC to Canadian Heritage includes positive measures for promoting linguistic duality. For example, it organizes and coordinates major celebrations, such as the Canada Day celebrations, Winterlude and the Sound and Light Show, and ensures that they include Francophone artists from outside Quebec and Anglophone artists from Quebec, thereby helping Canadians appreciate their country’s linguistic duality.

In addition, the NCC participates in the Business Assistance Program,coordinated by the Regroupement des gens d’affaires de la Capitale nationale, along with the City of Ottawa, Public Works and Government Services Canada and Canadian Heritage. The purpose of this program is to provide support for businesses that wish to improve their client services in English and in French.