ARCHIVED - Canada Post Corporation 2005-2006

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2005-2006 Fact Sheet

Factors and criteria

Summary of substantiating data

Rating

Management

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

The Official Languages Program (OLP) document sets out the roles of the various official languages (OL) stakeholders. Among other things, the document describes managers' responsibilities for ensuring that the OLP is integrated into the Corporation's programs and activities, as well as the responsibilities of the Corporation's auditor for determining the extent to which the components of the program are understood and implemented. Furthermore, the guide outlines the manner in which the obligations under the Official Languages Act are to be fulfilled, specifically in terms of services to the public, language of work and equitable participation.

The Corporation's Annual Report to the Public Service Human Resources Management Agency of Canada (PSHRMAC) contains a series of implementation plans that outline measures related to Parts IV, V and VI. A separate action plan for Part VII is included in the annual report submitted to Canadian Heritage.

The person in charge of OL takes every opportunity to emphasize the importance of respecting the OL rights of members of the public and employees. The Corporation's OL group is responsible for, among other things, conducting investigations and making recommendations on the corrective measures to be taken and to act on complaints received.

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

The 2005-2009 Business Plan sent by the Corporation to the Treasury Board outlines its commitment to OL issues. The plan reaffirms institutional bilingualism and assistance to official language minority communities (Parts IV, V, VI and VII of the Act). The Executive Committee discussed the business plan. However, the 2004 Annual Report makes no mention of OL.

OLP impact analysis are conducted within the framework of submissions to the Treasury Board. OL are part of the mandate of the Corporation's internal auditor. To that effect, the annual review of Parts IV, V and VI indicates that in 2004, the Corporation's internal audit unit conducted audits of the language of service at 15 postal outlets. In 2005, the internal audit unit will continue to assess language compliance at postal outlets.

The new OL champion is the Vice President and a member of the Senior Management Committee. A co-champion, at the national director level, assists the champion. The co-champion is responsible for employment policies and often attends Executive Committee meetings. The Corporation has a national and regional network of OL coordinators and regional champions in Montréal, which ensures effective coordination of Parts IV, V, VI and VII of the Act.

c) Complaints (5%)

The Office of the Commissioner of Official Languages (OCOL) published the report of an audit of services at bilingual postal outlets in May 2004 and followed up this year. OCOL has identified a serious systemic problem related to the non-availability of bilingual service at dealer outlets.

The complaint investigation process is decentralized to better involve the managers responsible. The regional coordinator concerned receives the complaint and forwards it to the appropriate manager. The manager, after consulting with the regional coordinator, is responsible for determining what corrective measure should be taken, and for sharing this information with the Office of the Commissioner. The person in charge of OL sends a monthly follow-up report on complaints lodged against the Corporation to managers and the President.

Since August 2005, the Corporation has been working on a report on lessons learned from complaints and their solutions in order to prevent recurrences. This report is distributed to all levels of management responsible for retail sales.

Service to the public - Part IV

a) Bilingual services advertised to the public and sufficient bilingual staff (4%)

71% of incumbents of bilingual positions serving the public meet the language requirements of their position. (Source: Systems, Applications and Products (SAP), November 1, 2005)

The Corporation is taking steps to inform the public about its bilingual points of service. To that end, in April 2005, Canada Post notified official language minority communities where they can get services in the official language of their choice.

All changes affecting points of service are sent to PSHRMAC twice a year so that BUROLIS can be updated. OCOL representatives noted that the postal outlets White Pages entries do not allow the public to identify which ones are designated as bilingual.

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

According to the observations of in-person service made by OCOL in the fall of 2005, active visual offer was present in 69% of cases, active offer by staff was made in 15.5% of cases, while service in the language of the linguistic minority was adequate in 82.5% of cases.

According to the observations of service on the telephone made by OCOL in the fall of 2005, active offer of service by staff or by an automated system was made in 88% of cases; while service in the language of the linguistic minority was adequate in 88% of cases.

OCOL made its observations both at the Corporation's and retailers' outlets.

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

Bilingual dealer contracts include a language clause. The Corporation has made some changes to its monitoring mechanism to better measure language compliance. The Corporation also provided information sessions to operators to emphasize the importance of complying with language of service requirements as set out in the Act.

d) Bilingual services quality monitoring (4%)

Employees are regularly reminded of their obligations under the Act through various means (employee newsletters, leaflets, e-mail to staff, etc.).

The Corporation continued its assessments of language compliance at designated bilingual postal outlets as part of the Sales Performance Review program. The results of these assessments are forwarded to managers so they can implement corrective measures, where applicable.

The Corporation is also continuing to conduct checks under the Mystery Shopper Program. This program has been identified by the PSHRMAC as an exemplary practice. Through this program, the Corporation evaluates customer satisfaction with the provision of service in both OL.

Language of work - Part V

a) Adequate bilingual supervision and language of work policy (12.5%)

63% of supervisors in bilingual regions who are required to supervise their employees in both official languages are able to do so. (Source: SAP, November 1, 2005)

The Corporation's language of work policy is included in the Official Languages Program Guide. The policy outlines obligations in terms of internal services, work instruments, supervision, performance evaluations, etc.

Measures have been implemented to support the internal language of work policy, such as: tool development; language training; the "Bilingualism Stars" Review Committee; translation, terminology and interpretation services; and the network of official language coordinators.

b) Establishment of an environment conducive to both official languages (12.5%)

The Corporation uses several methods to encourage the use of OL in its offices through internal publications, presentations, supervisor training on language of work, language of work brochures and a conversation club.

Reminders are sent regularly to employees on their OL rights. The person in charge of OL uses meetings to emphasize the participants' right to use the OL of their choice. In 2004, the Vice President of Human Resources sent a reminder on language of work guidelines to members of the Management Committee. Management Committee meetings are bilingual.

The Corporation uses its Annual Review of OL (Parts IV, V and VI), endorsed by the Chief Executive Officer and sent to PSHRMAC, to monitor the application of the language of work policy. To that end, an annual progress report is sent to the Management Committee and the Board of Directors.

In 2005, a survey was conducted among English-speaking employees working in the Montréal area. The results indicate that in general, employees' language rights are being respected.

Equitable participation - Part VI

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

Francophones account for 23% of the Canada Post Corporation workforce as a whole. (Source: SAP, November 1, 2005)

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

Anglophones account for 5% of the Canada Post Corporation workforce in Quebec (Source: SAP November 1, 2005).

Development of official language minority 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 (12.5%)

The national OL coordinator is responsible for co-ordinating Part VII issues. While there are few Treasury Board submissions and memoranda to Cabinet, these documents are systematically sent to the OL coordinator, who examines their content from an official language minority community development point of view. Major new projects are examined in the same way. Canada Post's business plan includes a statement on the Corporation's commitment to fulfilling its obligations under Part VII of the Act. Canada Post provides its action plans and progress reports annually to provincial linguistic minority associations to seek their input.

As far as advertising is concerned, the Official Languages Program document states that "all advertising must appear in both the English-language and French-language print and electronic media. If there is no advertising medium in the minority language, both official language versions must be published in a majority-language medium [...] different media may be used for each language group, provided that the effectiveness of the communication with individuals in the language of their choice is assured. "

Through the use of newsletters, messages to staff and the Intranet, employees are informed of the needs of both official languages groups.

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

In order to ensure that linguistic duality is taken into consideration, Treasury Board submissions and memoranda to Cabinet, of which there are relatively few, are systematically routed to the person in charge of Part VII for review.

Canada Post states that it promotes linguistic duality across the country, given the large number of local outlets. The 2004 annual report submitted to Canadian Heritage on Part VII of the Official Languages Act states: "Canada Post is the federal agency with the largest retail network in the country, including some 800 postal outlets designated bilingual under the Official Languages Regulations. "

Canada Post sponsors activities that promote linguistic duality: Canada Post Literacy Awards, Les Rendez-vous de la francophonie, Letters to Santa Claus, the activities of "Fédération canadienne pour l'alphabétisation en français".

OVERALL RATING