ARCHIVED - Halifax Robert L. Stanfield International Airport Authority 2006-2007

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Performance Report 2006-2007
Halifax Robert L. Stanfield International Airport Authority

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 Robert L. Stanfield Halifax International Airport Authority (RLSHIAA) does not have an accountability framework or an official languages (OL) action plan. The Authority is not a store front office as such, however, it is accessible to the public. Of the Authority's 158 employees (including seasonal snow removal crews), only one works directly with the public. Other individuals who are in direct contact with the public include volunteers as well as staff of airport tenants (e.g. restaurants, airline companies).

Lessees are held accountable according to the terms of the linguistic clause contained in their contracts with the Authority.

The Customer Relations Manager is responsible for ensuring airport-wide compliance with the Official Languages Act (the Act) and its regulations. The Authority has a contract with the Nova Scotia Visitor Information Centre with regard to the provision of services in both OL on its behalf, for example, airport information and public address announcements. From an accountability point of view, the Customer Relations Manager does sporadic spot-checks with regard to announcements in both OL.

D

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

There is no mention of official languages in the Authority's 2005 Annual Report, or in any strategic plan or documents. The 2004 Annual Review on OL was the most recently issued to the Public Service Human Resources Management Agency Canada (PSHRMAC). The Authority produces an annual report, but does not produce a report on plans and priorities or a performance report Official languages are not integrated in internal audit activities that focus mainly on the safety, security and financial aspects of the Airport.

The Customer Relations Manager plays the role of both the OL Champion and the OL Coordinator. Although she does not sit on the Executive Committee, she discusses OL matters and concerns with the Vice-President, Corporate Communications and Public Affairs, with regard to complaints received from the Office of the Commissioner of Official Languages (OCOL). The Vice-President then discusses these issues with the Management Committee.

The Authority is not subject to Part V (Language of work) or to Part VII (Advancement of English and French) of the Act. The Customer Relation Manager is responsible for the implementation and coordination of Part IV (Communication with and services to the public) and Part VI (Participation of English-speaking and French-speaking Canadians) of the Act.

D

c) Complaints (5%)

The Authority has a mechanism in place to handle and resolve complaints filed with OCOL. When a complaint is received, the Customer Service Manager forwards it to the manager responsible, who is personally involved in determining the corrective measures to be taken, under advice and monitoring from the Customer Service Manager. The Customer Service Manager then informs OCOL and conducts a follow-up in order to ensure the implementation of corrective measures.

Senior management members receive a copy of the response letter to OCOL so that they may be informed of the nature of complaints filed against the Authority with OCOL and of measures taken to resolve the problem. This information is not shared internally to prevent a reoccurrence of similar situations.

The Customer Service Manager conducts sporadic spot-checks throughout the airport to put in place corrective measures, if necessary.

C

Sub-total:

D

Service to the Public - Part IV (25%)

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

The Authority and its services are listed in English only in the white pages of the Halifax Regional Municipality telephone directory and in both OL in Burolis.

The Authority's only staff member who provides direct service to the public can only do so in English (according to information obtained from the Authority on November 30, 2006). The Authority has a contract with the Nova Scotia Tourism Information Centre to provide verbal translations for the Authority and its tenants. Employees contact the Information Centre for this type of service, when required.

D

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 33% of cases, an active offer by staff was made in 0% of cases, while service in the language of the linguistic minority was adequate in 0% 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.

D

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

The Authority has set out OL obligations with regard to third-party service delivery in its leases. The OL clauses specify that all verbal, printed and written information including signs, public address announcements, notices and other information in connection with the lessee's operations must be in both OL. It also indicates there should be sufficient staff on duty during every operation shift to provide bilingual services and that the lessee must demonstrate to members of the public that these services are available in the OL of their choice. It also specifies that failure to comply with the provisions of the contract may result in the termination of the lease.

The Customer Service Manager conducts sporadic spot-checks to verify if announcements are made in both OL. However, no checks take place with regard to actual service delivery.

C

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

The Authority does not have a policy or guidelines on service to the public. It does however take into account its obligations as they are outlined in the Act. Awareness is raised among employees and lessees with regard to communications and service to the public in both OL via annual reminders that reiterate the importance of displaying the active offer pictograph sign and making public announcements in both OL. The Nova Scotia Visitor Information Centre assists both the Authority and the concessionaires in providing services in French, including providing them with translation services.

Except for the sporadic spot-checks done by the Customer Service Manager with regard to announcements in both OL, there is no other monitoring mechanism to verify the quality of service in both OL.

D

Sub-total:

D

Language of Work - Part V (25%)

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

The Robert L. Stanfield Halifax International Airport Authority does not have any obligation with regard to Part V of the Act as its only office is in Nova Scotia, a region not designated bilingual for language of work purposes.

 

N/A

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

The Robert L. Stanfield Halifax International Airport Authority does not have any obligation with regard to Part V of the Act as its only office is in Nova Scotia, a region not designated bilingual for language of work purposes.

 

N/A

Sub-total:

N/A

Equitable Participation  - Part VI (10%)

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

Overall, the workforce is 4.5% Francophone. (Source: Data from Official Languages Information System (OLIS II), March 31, 2006)

A

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

There are no employees in Quebec. All personnel is located in Nova-Scotia.

N/A

Sub-total:

A

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 Halifax International Airport Authority is not subject to Part VII of the Act and therefore has no legal obligations in this regard.

 

N/A

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

The Halifax International Airport Authority is not subject to Part VII of the Act and therefore has no legal obligations in this regard.

 

N/A

Sub-total:

N/A

OVERALL RATING

D