ARCHIVED - National Report on Service to the Public in English and French: Time for a Change in Culture - April 2001

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Table of Contents

SUMMARY

Part I - Service to the Public in English and French: National Report

Introduction
Background
Objectives of the report
Methodology of follow-ups
Observations

  1. General observations
  2. Service provided by offices designated bilingual in Quebec
  3. Service provided by offices designated bilingual in Canada as a whole (including offices in quebec)

    4. 3.1 Physical elements of service in the two official languages
    3.2 Human elements of service in the two official languages

    Conclusion to the National Report

    Part II - Time for a change in culture

    Conditions conducive to the delivery of bilingual services

      1. Organizational culture and official languages
      2. Language, identity and culture
      3. A question of leadership
      4. Governing principles for quality bilingual services
      5. Partners in synergy

        5.1 Standing Committee on Official Languages
        5.2 Privy Council Office and Treasury Board
        5.3 Deputy ministers and heads of organizations
        5.4 Committee of Deputy Ministers on Official Languages
        5.5 Official languages champions in the departments
        5.6 Council of Senior Federal Officials
        5.7 Regional directors of institutions
        5.8 Managers of the designated offices

      6. Sensitization and training of senior managers
      7. Treasury Board Secretariat and accountability
      8. Coordination and recognition programs
      9. The key to service to the public: human resources

        9.1 The triggering factor: active offer
        9.2 Immediate, effective and courteous service to clients
        9.3 Toll-free 1-800 lines and dedicated lines for service in each language
        9.4 Respect for clients: adequate bilingual capacity
        9.5 Well-prepared staff
        9.6 Relevant language training programs
        9.7 Consultation and feedback mechanisms
        9.8 Bilingual signage and documentation
        9.9 Let your fingers do the walking in both languages
        9.10 The new technology speaks both languages

      10. New models of service delivery

        10.1 Models of co-operation
        10.2 Co-operation among three orders of government

    General Conclusion

    APPENDIX A

    • Comparative Results of the 1994 Study and the Follow-ups in Federal Offices Designated Bilingual

    APPENDIX B

    • Recommendations

    APPENDIX C

    • Guiding Principles for Quality Bilingual Services