Management

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

The document Integrated Management Framework of our Human Resources makes OL one of the Institution's fundamental values. It describes measures to promote the use of both OL within the Institution and in Canadian society. It deals, among other things, with the Institution's responsibilities with respect to OL, language training, equitable participation and internal communications. Its contents were endorsed by the Senior Management Committee (SMC). The Human Resources Memorandum of Understanding - Workplan 2004–2005- Implement the HR Management Integrated Framework sets out the OL champion's role and describes official languages (OL) initiatives.

The NCC presented an Annual Review on Official Languages on Parts IV, V, and VI of the Official Languages Act (OLA). As well, an Action Plan for the Implementation of section 41, Part VII of the OLA, 2003–2006, and an Annual Report (action plan and achievements) were presented to Canadian Heritage.

For accountability, there is a memorandum of understanding between the OL Champion and the Chair of the Commission. Performance appraisals of senior managers take into account human resources criteria, which includes OL. The Champion meets the Chair and the vice-Chairs on a regular basis to discuss OL.

b) Visibility of official languages in the organization

The following strategic documents deal with official languages: the 2003-2004 Annual Report-Our Mission, Your Capital and the Summary of the Corporate Business Plan from 2003–2004 to 2007-2008; and the National Capital Act, which stipulates that the NCC is responsible for promoting the equal status of both OL in the NCR. In its programming, the NCC includes as a performance indicator the use of both official languages during Canada Day celebrations. The NCC Intranet site contains the policy on official languages and the annual OL reports/reviews submitted for the past four years. OL are not integrated into internal audits.

The OL Champion reports to the Commission Chair. The program officer responsible for OL participates in the OL discussions of the Senior Management Committee (SMC). The SMC discusses official languages about twice a year. OL issues are integrated into daily management activities and the Chair takes a real interest in OL.

The same responsibility centres are in charge of applying Part VII of the OLA. The individuals responsible communicate with each other when necessary.

c) Complaints

There is a procedure for handling complaints. The OL officer follows up on complaints; managers must analyse the complaints and propose corrective action. There are very few complaints.

Service to the public - Part IV

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

NCC service points are advertised in the Blue Pages and in Burolis.

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 100% of cases; active offer was made by staff in 71.4% of the cases, while service in the language of the minority was adequate in all cases.

The results of the 2004 telephone service audit conducted by the Public Service Human Resources Management Agency established that active offer was made 75.0% of the time by staff and 85.0% of the time in voice mail greetings, while service was always available in the client's language.

c) The service agreements delivered by third parties or in partnership provide for the delivery of bilingual services

Contracts with third parties contain a standard clause on bilingual services and on active offer. There is also a clause in the agreements with commercial tenants and Minto Developments is responsible for enforcing the clause in leases on behalf of the NCC. In addition, the NCC conducts visits as a means of monitoring.

Pursuant to the recommendations of the Commissioner of Official Languages (COL) in the study on commercial leases, the NCC Chair sent her an action plan designed to ensure that all leases will contain language clauses and that these clauses will be respected.

d) Bilingual services quality monitoring

Employees are informed of their obligations with regard to service to the public during the orientation program. More specific briefing sessions are also offered to middle managers and to all employees (supervisor's role, active offer, etc.). Employees are also encouraged to wear a pin indicating that they can provide services to the public in both official languages.

The NCC uses comments it receives from the public during events for which it is responsible, such as the use of both official languages during Canada Day celebrations, to correct deficiencies. There are also periodic surveys to measure the public's satisfaction.

Language of work - Part V

a) Adequate bilingual supervision and language of work policy

According to December 31, 2003 data, 79.4% of NCC supervisors required to supervise in both OL meet the linguistic requirements of their position.

A policy on language of work is in place; a modified framework was adopted in November 2003. The NCC provides managers and employees with information on their rights and obligations concerning language of work during orientation programs. Support measures exist. For example, language training is offered on a part-time basis in the workplace and oral interaction sessions are also available during lunch hours. Signs on holding meetings in both OL are posted in meeting rooms and messages are posted on the intranet.

b) Use of each language in the workplace

Employees are informed of their rights and obligations during briefing sessions and through normal management channels.

Pursuant to the recommendations resulting from its in-house survey on language of work, the NCC instituted a protocol on chairing meetings, produced a guide on holding effective bilingual meetings and signed a three-year agreement with a language school that offers on-site language training.

The NCC exercises the necessary controls through in-house surveys; responsibility for control has been devolved to management and functional authorities must make reports. The results of the 2003 survey showed that the availability of work tools (such as software in French) must be improved. The results of the survey led to the development of an action plan.

The SMC's deliberations take place in both official languages.

Equitable participation - Part VI

a) Percentage of Francophone participation throughout Canada

According to the most recent data (December 31, 2003) taken from the OL annual review, 54.5% of the NCC's staff is Francophone. All are located in the NCR.

b) Percentage of Anglophone participation in Quebec

All employees are located in the NCR.

N/A

Development of minority language communities and promotion of linguistic duality - Part VII

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

The OL Champion ensures that strategic planning and program and policy development take into account the development of official language minority communities. The development of official language minority communities is taken into account by the NCC when the five-year marketing, communication and external relations plan is developed. Each year, the NCC submits to Canadian Heritage a description of its achievements in relation to the implementation of section 41 of the Official Languages Act (the 2003–2006 section 41 Action Plan and the 2003–2004 Progress Report).

Advertisements are placed in both the English and French media outlets to reach official language minority communities in accordance with the government's communications policy.

Employees are generally made aware of the needs of minority communities during training and information sessions.

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

The OL Champion ensures that policy and program development takes into account the promotion of linguistic duality. The NCC's mission is to create a feeling of pride and of national unity and to showcase the National Capital region. This is done during events such as the Canada Day celebrations, Christmas Lights and Winterlude.

A tripartite commission was set up with Gatineau and Ottawa to focus on promoting linguistic duality and working with the Chamber of Commerce and the Regroupement des gens d'affaires.

To promote linguistic duality within the Institution, the Chair personally meets with new employees to explain the NCC's values, which include linguistic duality.

OVERALL RATING