Management (15%)

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

The Ottawa Macdonald-Cartier International Airport Authority's (OMCIAA) accountability framework describes its roles and responsibilities with regard to its obligations under Parts IV and V of the Official Languages Act (the Act). Although the Authority does not have an action plan, in November 2006, the Authority's Board of Directors approved a policy entitled the “Ottawa Macdonald-Cartier International Airport Authority Commitment to Corporate Social Responsibility.” The purpose of the policy is to make certain commitments in economic, social and environmental areas. Official languages (OL) are one of the performance indicators listed in the policy to determine whether the Authority has met its commitment to “maintain standards of excellence in service to passengers, air carriers, tenants, agencies within the Passenger Terminal Building, suppliers and service providers.” By including OL as a performance indicator, the Authority has a mechanism at its disposal to measure its performance in the percentage of employees who are able to communicate in both OL and to make any improvements in that regard if necessary.

Only 46 of the Authority's 159 employees serve the public directly. Other people who are in direct contact with the public include volunteers and the employees of airport tenants (e.g., restaurants and airline companies).

According to the OL Champion, employees are aware that the ability to offer service in the client's preferred official language is an important part of quality customer service, which is the primary objective of the Authority. Employee accountability is achieved through regular management structures. 

Tenants' OL responsibilities are contained in their leases with the Authority. As far as accountability is concerned, the Authority has levied liquidated damages claims against retailers and concessionaires that were the subject of OL complaints. This framework and the associated mechanisms have been an effective means of encouraging OL compliance, since the number of complaints has declined from the previous year. According to the OL champion, there is increased compliance on the part of tenants when it comes to bilingual signage.

B

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

The Authority's 2005 Annual Report reiterates its willingness to continue working with the Office of the Commissioner of Official Languages (OCOL), the airlines and all of the airport's tenants to ensure that services are provided in both OL. The Annual Report also notes that under the terms of the Act, “the airport must support the equal use of English and French for providing service to the public and respect both languages in the workplace.”

Formal internal audits do not take place regularly, but when they are done, they tend to focus on financial aspects rather than on a functional theme such as OL. However, the OL Champion, who is bilingual, states that a careful eye is kept on all communications, both internal and external, to ensure bilingual compliance. She conducts regular spot-checks throughout the airport in order to ensure that all written and oral communications (e.g., announcements) are in both OL. The Director of Communications is both OL champion and OL coordinator and attends the weekly Executive Committee meetings. OL matters are discussed at these meetings, as required.

The Authority is not subject to Part VII of the Act. As a result, it is not considered when looking at coordination with other parts of the Act.

B

c) Complaints (5%)

The Authority has a mechanism in place to handle and resolve complaints filed with OCOL. When an OL complaint is received, the OL Champion sends a copy of the complaint to the responsible manager, who personally takes care of determining what necessary corrective measures need to be taken to prevent a reoccurrence of similar situations. The OL Champion advises the manager and supervises the entire process. A glossary has been developed that includes airport terminology. To avoid complaints dealing with the accuracy of language on signage, the OL Champion approves all such requests, prior to an order being placed.

The OL Champion informs senior management via e-mail of the nature of complaints. OL complaints are also discussed at weekly management meetings,

A

Sub-total:

B

Service to the Public - Part IV (25%)

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

The Ottawa airport and its services are listed in both OL in the Ottawa-Gatineau white pages and in BUROLIS.

A total of 63% of employees in bilingual positions serving the public meet the language requirements of their position. (Source: Data from Official Languages Information System (OLIS II), February 28, 2006.)

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 100% 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 33% 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.

C

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

The Authority has set out requirements for services delivered by third parties in both OL. The language clauses specify that an active offer is to be made, that signage is to be posted in both OL and that bilingual staff are to be present on the leased premises at all times. The Authority may take recourse action for concessionaires if they fail to comply with the provisions of the contract.

The concessionaires’ services are subject to controls to ensure the quality of services provided in both OL. The OL Champion does regular spot-checks throughout the airport. The Authority also has an in-house translator, who handles the translation of many of the tenant’s documents and signage.

A

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. Reminders and periodic e-mails are sent out to Authority employees and contractors. All airport personnel are informed on how to offer and deliver services in both OL via reminders that reiterate the importance of ensuring that all signage on check-in counters and food concessions are fully bilingual. It also reiterates that all announcements must be made in both OL and that services must be offered to customers in the official language of their choice. Scripts for terminal announcements have been prepared, translated and provided to all security and operations personnel to ensure that they are prepared in the event of an emergency or unforeseen situation. Regular security announcements have been professionally recorded in both English and French and play every 15 minutes in the terminal. Regular reminders are also made at monthly concessionaire and merchant meetings. Instant reminders are sent out if announcements are made in only one official language.

There are no audits as such to measure the extent to which services are provided in both OL. However, the OL Champion does regular spot-checks throughout the airport. She also indicated that when staffing a position within the Authority, she ensures that a bilingual person is hired if that person is required to provide service to the public.

This year, some 15 airport Infoguide volunteers attended a series of French-language tutorial sessions organized by the Authority. These tutorials were provided to teach volunteers the basic phrases and terminology necessary to serve the public in French or to refer them to fully bilingual personnel. These sessions are now offered to the Authority's staff members.

B

Sub-total:

C

Language of Work - Part V (25%)

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

In lieu of a language of work policy, the Authority has a document entitled Bilingualism Policy that the Board of Directors approved in 1997. The Authority has confirmed that the Policy remains in place in spite of the changes to the Board of Directors over the years. It addresses some language of work issues, including performance evaluation, internal services provided to employees and reimbursement of personnel for language training costs. The Policy also notes: “Services provided to Authority employees shall be available in both official languages. This will also apply to regularly and widely-used documentation produced for employees.”

In order to facilitate the use of the linguistic minority official language in the workplace, employees identified their preferred language of work to their team. Training sessions and central services are offered in the employees' preferred language and language training is provided to employees who wish to perfect their language skills.

A total of 83% of supervisors who must supervise employees in both OL are able to do so. (Source: Data from OLIS II, February 28, 2006.)

B

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

Managers are expected, on their own, to remind employees of their language of work rights. Employees are encouraged to use the official language of their choice when they request personnel services from their responsible unit, and training sessions are offered in both languages.

Executive Committee meetings are held in both OL.

The Authority participated in the language of work survey conducted by OCOL to verify employees' perceptions and level of satisfaction regarding the use of OL in the workplace. The Authority will use the results to determine if any action is required in this area. The OL Champion indicated that OL issues and concerns are discussed with the manager responsible and corrective action is taken immediately.  According to the OL champion, language of work has never been identified as a problem within the Authority and has not been brought to the union-management bargaining table.

The survey conducted by Statistics Canada on behalf of OCOL showed that 60% of Francophone respondents in the National Capital Region (NCR) "strongly agreed" or "mostly agreed" with the language of work policy. All Authority staff members work in the NCR.

C

Sub-total:

C

Equitable Participation  - Part VI (10%)

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

Overall, the workforce is 35.8% Francophone. (Source: Data from OLIS II, February 28, 2006.) All staff members work in the NCR.

A

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

There are no employees in Quebec.

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 OMCIAA 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 into account the promotion of linguistic duality (12.5%)

The OMCIAA 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

B