GUIDE FOR IMPLEMENTATION
AND PERFORMANCE MEASUREMENT TOOL
SECTION 41 OF THE OFFICIAL LANGUAGES ACT(OLA)
INTRODUCTION
This guide has been designed to facilitate the implementation of section 41 of the OLA and serve as a performance measurement tool to measure results achieved in this regard in designated federal
institutions (FI) in order to:
Help institutions identify areas in which they are doing well and in which they can improve;
Allow institutions to participate in performance measurement so that, by taking ownership of the process, they are in a better position to implement any recommendations for improvement;
Better equip institutions for preparing their action plans and annual achievement reports.
Official Languages Act (OLA); Part VII: Advancement of English And French; section 41: The Government of Canada is committed to a) enhancing the vitality of the English and French linguistic minority communities in Canada and supporting and assisting their development; and
b)fostering the full recognition and use of both English and French in Canadian society.
Internal activities directed at making employees and management of the FI aware of
their responsibilities regarding OLA section 41 and OLMCs.
FI internal
Creates lasting changes on FI organizational culture; employees and management
are aware of and understand their responsibilities regarding OLA section 41 and
OLMCs.
Sharing of ideas and information between FI and OLMCs to better understand each
other’s priorities and mandate, and to identify areas for OLMC development.
FI and OLMCs
Creation of lasting relationships between the FI and OLMCs; FI and OLMCs
understand each other’s needs and mandate.
Provision of information (externally) to promote the bilingual character of Canada;
provision of information to OLMCs regarding FI activities, programs and policies that
could be of interest to them.
FI to OLMCs
(information)
OLMC culture reflects an up-to-date understanding of the FI mandate; OLMCs
receive up-to-date and relevant information about the FI programs and services
(P&S).
Cooperation and liaison (joint research, meetings, etc.) within the FI and between FI,
other government institutions (OGIs) (ie. federal departments other than the FI) and
other levels of government.
FI internal;
FI and OGIs
Co-operation with multiple partners to enhance OLMC development and vitality,
and to share best practices.
Implementation of P&S (resources, in-kind, funding, etc.) and funding for OLMCs by
the FI alone or in collaboration with OGIs; integration of OLMC needs.
FI to OLMCs
(P&S, funding)
OLMCs are part of FI regular clientele and have adequate access to P&S; OLMC
needs (eg. geographic dispersion, development opportunities) are taken into
account.
Action planning, achievement reporting, internal evaluations, policy reviews, etc.
done by region, branch, sector, FI, etc.
FI internal;
FI to OGIs
Fully integrate the OLMC perspective and OLA section 41 into FI policies and P&S;
the reporting structure, internal evaluations, policy reviews determine how to better
integrate OLMCs.
Long-term results
Horizontal results for the Government of Canada
Better co-operation among multiple partners on
OLMC development and promotion of linguistic
duality
Increased OLMC access to programs and services
offered by FI
Increased OLMC ability to live in their own
language, to participate in Canadian society and to
ensure their long-term development
Improved access to justice in both official languages
Increased participation in and improved access to education and learning in support of linguistic duality
Improved access to health and social services in the language of choice
Enhanced cultural activities in support of Canadian identity
Strengthened community economic development and language industries
Enhanced community vitality
Linguistic duality is reinforced in the institutions of Canadian society and reflected abroad
Federal institutions respect the Official Languages Act (OLA) and the Constitution
Level 3: Exemplary practices/
Enhanced Vitality and Development
A
AWARENESS (FI internal activities to raise awareness)
A1
Training and Information Sessions
Training and/or information sessions to ALL employees,
including managers and new staff members, regarding
OLMCs and their responsibilities under OLA section 41.
The OLMC profile within the FI is low;
OLA training and information sessions are
not provided, or OLA training has been
provided only to some managers.
The OLMC profile within the FI is average; OLA
training and/or information sessions are only
provided to some employees and managers;
training is not regularly provided.
The OLMC profile within the FI is high; sufficient OLA
training and/or information sessions are regularly provided
to most or all employees including managers and new
employees.
A2
Senior Management Information Sessions
FI holds information sessions for senior managers to
encourage regular reviews of FI policies and P&S taking
into account OLMCs and OLA section 41.
Information sessions regarding OLA
section 41 for FI senior management are
not held.
OLA information sessions for FI senior
management are sometimes held as part of
executive committee meetings; OLMCs and OLA
section 41 are occasionally discussed as part of
OLA related issues.
Information sessions are regularly held either on their own
or as part of FI executive committee meetings to encourage
all senior managers to conduct reviews of FI P&S and
policies taking into account OLA section 41.
A3
Senior Management Performance
Integration of specific performance objectives related to
OLA section 41 in senior management performance
contracts and/or performance reviews.
No specific official languages objectives
are integrated in FI management
contracts or performance reviews.
Some FI management contracts or performance
reviews include (sometimes vague) objectives
related to OLA section 41.
Contracts or performance reviews of most senior managers
include specific objectives related to OLA section 41;
superiors take these clauses seriously when measuring
manager performance.
A4
OL Champion
OL champion ensures that OLA section 41 is fully
implemented in the FI; actively promotes OL and OLMC
development to all employees, particularly senior
management.
FI does not have an OL champion; or the
designated OL champion is not active
regarding the promotion of OL and
OLMCs.
OL champion performs only limited promotion of
linguistic duality and OLMC development; does
not exercise strong leadership to ensure OL
obligations are accounted
for in FI decisionmaking.
OL champion is an active advocate of linguistic duality and
OLMC development throughout the FI; exercises
leadership, particularly for senior managers, to ensure OL
obligations are accounted for and at the
heart of decisionmaking.
A5
Incentives Reward Program
Establishment of incentives to reward managers and
employees for their efforts regarding OLA section 41
implementation.
No incentives to reward employees and
managers exis.
Incentives exist but are rarely rewarded; no
mechanism in place to make regular awards;
prizes awarded on an ad-hoc basis.
Incentives exist and are regularly rewarded; well- organized
mechanism in place to make regular awards to employees
and managers; all employees and managers are well aware
of these incentives.
A6
Internal Information Tools
Internal tools (eg. FI Intranet, newsletters, E-mails to all
employees or specific groups of employees) include
information and activities regarding OLA section 41 and
OLMCs.
Internal information tools do not include
information on OLMCs and OLA section
41.
Internal information tools sometimes include
information on OLMCs and OLA section 41 and
are sometimes used to raise awareness.
Internal information tools include relevant and up-to-date
information on OLMCs and OLA section 41, such as new or
revised policies and P&S for OLMCs, and are regularly
used to raise awareness.
A7
Bulletin 41-42
Bulletin 41-42 is distributed to regional and branch/sector
coordinators, as well as FI branches and regional offices.
Bulletin 41-42 is not distributed within FI.
Bulletin 41-42 is not systematically distributed to
regional/sectoral coordinators as well as to all
branches and regions of the FI.
FI ensures systematic distribution of Bulletin 41-42
throughout the FI (to branch/sector and regional
coordinators and to FI branches/sectors and regional
offices); Bulletin 41-42 contributes to raise awareness.
A8
Research and Studies (internal)
OLMC perspective is taken into account in research,
studies and investigations undertaken by FI.
No specific research is conducted on
OLMCs and regular FI research activities
rarely or do not consider the OLMC
perspective.
No specific research is conducted on OLMCs
but regular FI research activities sometimes
consider the OLMC perspective; results
regarding OLMCs are not coordinated within the
FI.
Specific research is conducted on OLMCs and regular FI
research activities consider the OLMC perspective; results
regarding OLMCs are coordinated within the FI.
Level 3: Exemplary practices/
Enhanced Vitality and Development
B
CONSULTATION (Sharing of ideas and information between FI and OLMCs)
B1
Consultative Mechanisms
FI has implemented consultative mechanisms with
OLMCs (consultative committees, round table meetings,
working groups, appointment of OLMC representatives to
permanent committees, juries, etc.) to identify OLMC
concerns and needs and make sure they are taken into
account.
No consultative mechanism with OLMCs
has been developed.
Informal consultations with OLMCs take place
from time to time; some formal mechanisms
have been developed but not implemented;
meetings are inconsistently scheduled and
ignore some OLMCs.
FI has established and implemented permanent formal
consultation mechanisms to ensure an active integrated
approach with OLMCs and regularly consults with OLMCs.
B2
Regional Offices
Regional offices consult with OLMCs to identify their
concerns and needs; results are reported to the FI
national coordinator and their regional senior
management.
Regional offices never consult with
OLMCs; poor relationship with FI national
coordinator.
Regional offices sometimes consult or meet with
OLMCs, but often do not report to the FI national
coordinator or to their regional senior
management.
Regional offices meet regularly with all potential and actual
OLMC clients, and always report results to the FI national
coordinator and their regional senior management; OLMCs
are invited to participate in FI regional activities and P&S.
B3
FI Policies and P&S
The FI consults with OLMCs at the start of and throughout
the process of developing and/or revising FI policy and
P&S; OLMCs are invited to suggest new policies/P&S or
changes to existing policies/P&S.
FI rarely considers the OLMC perspective
in relation to policy and P&S; FI
representatives seldom consult with
OLMCs.
FI sometimes considers the OLMC perspective
in relation to policy and P&S; FI representatives
occasionally consult with OLMCs.
FI consults with OLMCs during the process of policy and
P&S development or change; FI considers OLMCs as
potential target audience in the design and revision of all FI
P&S and public policy.
B4
Alternate Service Delivery
FI consult with OLMCs on P&S alternate service delivery
or devolution processes to identify potential effects on
OLMC development.
FI representatives do not consult with
OLMCs to identify the potential effect of
alternate service delivery or devolution
processes on OLMC developmen.
FI representatives sometimes try to identify the
potential effects of adopting alternate service
delivery models or devolution on OLMC
development, but rarely consult with OLMCs.
The OLMC perspective is integrated into alternate service
delivery models or devolution processes; FI representatives
identify and consult with specific OLMCs whose
development might be affected.
B5
FI Action Plans
FI consults with OLMCs on the development of action
plans for section 41 implementation.
FI does not (or rarely) consult with OLMCs
in the development of action plans.
FI sometimes consults with OLMCs in the
development of action plans.
FI regularly consults with OLMCs to help develop and
validate the action plans for the implementation of OLA
section 41.
B6
Informal Consultations and Feedback from OLMCs
FI participates in activities organized by OLMCs and gives
OLMCs opportunities to provide feedback and make
suggestions for improvement.
FI rarely participates in OLMC activities
and rarely gives OLMCs opportunities to
provide feedback on how and in what
areas the FI can improve.
FI sometimes participates in OLMC activities and
sometimes allows OLMCs to provide
suggestions for improvement.
Feedback is frequently requested from OLMCs by the FI
and improvements are regularly made; surveys and/or focus
groups are sometimes organized.
Level 3: Exemplary practices/
Enhanced Vitality and Development
C
COMMUNICATIONS (Information from FI to OLMCs)
C1
General Information to OLMCs
FI informs OLMCs of important events, announcements,
activities, exhibitions, release of reports, new or modified
P&S and policies.
The FI rarely provides OLMCs with
information.
The FI sometimes provides OLMCs
with information, but it is either incomplete, out of
date or irrelevant to OLMC needs and concerns.
The FI regularly provides OLMCs with timely and pertinent
information, such as important events, announcements,
activities, press releases, reports, P&S and policy.
C2
Media Buys
FI ensures that media buys include the purchase of
advertising space and time targeted to specific OLMCs.
Media buys never include the purchase of
advertising space and time for specific
OLMCs.
Media buys sometimes include the purchase of
advertising space and time for specific OLMCs;
some OLMCs are missed.
Media buys always include the purchase of advertising
space and time for specific OLMCs; all relevant OLMCs are
included.
C3
Communications Tools
FI maintains adequate communications tools to provide
OLMCs with the information they need in an efficient and
timely manner.
The FI does not have adequate tools for
communicating with and providing
information to OLMCs.
The FI has communications tools to provide
information to OLMCs, but it does not use these
tools efficiently; OLMCs are not able to access
information easily.
The FI has adequate tools allowing it to regularly
communicate with OLMCs and provide them with up-to-date
information; FI employees are properly trained and tools are
well-maintained.
C4
Client Distribution Lists
OLMCs are included on client distribution lists (regular
mail or e-mail) of the different FI P&S (headquarters and
regional offices).
FI P&S distribution lists do not generally
include OLMCs.
FI P&S distribution lists include some OLMCs;
contact information is not kept up to date.
P&S information distribution lists usually or always include
all relevant OLMC clients; FI distribution lists are wellmaintained
and accurate.
C5
Bulletin 41-42
FI publishes articles in Bulletin 41-42.
FI does not (or rarely) contribute to
Bulletin 41-42.
FI contributes to Bulletin 41-42 only when
requested.
FI regularly and voluntarily contributes to Bulletin 41-42.
C6
FI Web Site
FI uses its Web site to communicate information of
interest to OLMCs (in both official languages).
FI web site is not up-to-date in both official
languages and does not include content of
interest to OLMCs (e.g. FI action plan for
OLA section 41 implementation).
FI Web site is up-to-date in both official
languages, but does not include content
specifically directed to OLMCs.
FI uses its Web site to communicate with OLMCs; all P&S
are listed; specific Web pages dedicated to OLMCs are easy
to find; Web site content is fully bilingual and updated
simultaneously in both official languages.
Level 3: Exemplary practices/
Enhanced Vitality and Development
D
COORDINATION AND LIAISON (No funding -
FI internal coordination and liaison with other
government institutions - Networking)
D1
OL Champion
OL champion actively participates in the champions’
network and is a strong advocate of a full integration of all
parts of the OLA within the FI.
FI does not have an OL champion; the
designated OL champion does not
participate in the champions’ network and
is not active within the FI.
OL champion sometimes participates in the
champions’ network and performs only limited
OL and OLMC promotion.
OL champion is an active member of the champions’
network and ensures that the decision-making process
within the FI takes into account official languages
obligations.
D2
National Coordinator
A national coordinator responsible for OLA section 41
implementation within the FI is appointed and has
adequate skills and resources to do so; maintains strong
relationships with OGI national coordinators.
There is no national coordinator or the
national coordinator is not actively
implementing OLA section 41 within the
FI.
The national coordinator is active but does not
have the skills and resources to implement OLA
section 41 within the FI.
The national coordinator is active, full-time, bilingual and has
adequate resources; maintains regular communications with
OGI national coordinators; where possible, the national
coordinator is supported by a dedicated team.
D3
Regional/
Sectoral Coordinators
FI regional/
sectoral coordinators have adequate skills,
training and resources to implement OLA section 41.
No regional/
sectoral coordinators;
regional/
sectoral coordinators are not
bilingual or they are not actively
implementing OLA section 41 within the
FI; they lack the support they need.
Regional/
sectoral coordinators do not have the
skills, training and resources to implement OLA
section 41 within the FI (e.g. they are not
bilingual or work part-time in some branches or
regions).
A national network of bilingual regional/
sectoral coordinators
have adequate skills, training and resources to implement
OLA section 41 within the FI.
D4
FI
Coordinators’ Network
FI coordinators (national and regional/
sectoral) maintain
strong working relationships and support each other.
No network of coordinators exists within
the FI.
Poor relationships are maintained between the
national coordinator and the regional/
sectoral
coordinators.
Close working relationships are maintained between
regional/
sectoral coordinators and the national coordinator;
network of FI coordinators meets regularly to discuss
problems and share information and best practices.
D5
Regional Councils of Senior Federal Officials
Regional coordinators participate in regional executive
council meetings and activities related to OLA section 41.
Regional coordinators do not participate in
council meetings or activities.
Regional coordinators sometimes participate in
council meetings or activities (such as official
languages sub-committees).
Regional coordinators actively participate in council
meetings and OLA section 41-related council activities, such
as official languages sub-committees.
D6
Collaboration Between FI and OGIs
FI works together with OGIs for the benefit of OLMCs;
participates in cross-OGI meetings regarding OLA section
41 and actively shares ideas such as best practices.
FI does not attempt to work together with
OGIs for the benefit of OLMCs; FI rarely
participates in cross-OGI meetings
regarding OLA section 41.
FI sometimes works with OGIs for the benefit of
OLMCs but contact is inconsistent; FI regularly
participates in cross-OGI meetings on OLA
section 41 and sometimes shares ideas.
FI consistently works together with OGIs for the benefit of
OLMCs; FI regularly participates and sometimes coordinates
cross-OGI meetings and pro-actively shares best
practices and ideas on OLA section 41.
D7
Collaboration Between FI and Other Levels of
Government
FI works together with other levels of government, such
as provinces/territories and municipalities, for the benefit
of OLMCs.
FI does not attempt to work together with
other levels of government for the benefit
of OLMCs.
FI sometimes works with other levels of
government for the benefit of OLMCs but contact
is infrequent and informal, and mainly at a
regional level; provincial/
territorial agreements do
not contain adequate support for OLMCs.
FI has an integrated approach for excellent cooperation with
other levels of government to enhance OLMC development
and vitality; both FI regional offices and branches/
sectors
are involved; provincial/
territorial agreements adequately
take OLA section 41 into account.
D8
Co-operation with Canadian Heritage
FI consults regularly with Canadian Heritage (PCH) and
cooperates in achieving common results regarding
section 41.
FI does not consult with PCH or
cooperate in achieving common results
regarding section 41.
FI sometimes consults with PCH or cooperates
in achieving common results regarding section
41.
FI has good communications channels and regularly
consults with PCH (including at regional and program
levels); is an active partner of PCH in achieving common
results regarding section 41.
D9
Collaboration in Joint Research and Studies
FI collaborates with OGIs in the undertaking of specific
research, and shares the methodology and research
results related to OLA section 41 and OLMCs.
FI does not look for opportunities to
undertake joint research projects related
to OLMCs; the FI does not share its
research results with OGIs.
FI sometimes undertakes joint research projects
with OGIs on OLMCs and OLA section 41; FI
sometimes shares research results with OGIs.
FI is always looking for opportunities to undertake joint
research projects on OLMCs and OLA section 41; the FI
and other institutions share methodology, research results
on OLMCs and best practices in the area of research.
Level 3: Exemplary practices/
Enhanced Vitality and Development
E
FUNDING AND PROGRAM DELIVERY (to OLMCs)
E1
Funding and Participation in OLMC Projects
FI provides support (either financial or in-kind) and
participates in OLMC projects, thereby strengthening its
relationships with OLMCs.
FI does not provide funding, support, or
participation in OLMC projects; FI does
not develop new funding relationships with
OLMCs or is just beginning to do so.
FI sometimes provides funding for and
participates in OLMC projects .
FI regularly provides funding for, actively supports and
participates in OLMC projects (e.g. monetary assistance, inkind
participation, etc.); FI has a strong relationship with
OLMCs and is creative in finding other sources of funding
for OLMCs.
E2
Targeted Funding
FI P&S are targeted to actual and/or potential OLMC
clients; requests for proposals are sometimes targeted to
specific OLMC groups.
FI P&S are not executed and do not target
current or potential OLMC clients.
Sometimes FI P&S and requests for proposals
are indirectly targeted to groups of and/or
specific OLMCs.
Some FI P&S and requests for proposals are specifically
targeted to current and potential OLMC clients which can
allow for more innovation and creativity by OLMCs.
E3
Partnerships / Mutual Agreements with OGIs
FI initiates partnerships and/or mutual agreements with
OGIs for the benefit of OLMCs (delivery of services, joint
projects or other initiatives related to the development of
OLMCs); agreements are sometimes signed with other
levels of government (memoranda of understanding,
cooperation agreements, etc.).
FI does not hold discussions, show
leadership, initiate partnerships or attempt
to sign mutual agreements with OGIs
and/or other levels of government to
contribute to OLMC development.
Some participation in forums by FI; some
leadership of joint projects involving OLMCs;
some attempts to work in partnership with OGIs
to contribute to OLMC development, but few
agreements signed with OGIs; sometimes
informal work with provinces/territories,
municipalities, etc.; uses IPOLC to maximize
impact of funding.
FI has well-established partnerships; provides strong
leadership in joint projects for OLMCs; FI actively works in
partnerships and signs mutual agreements with OGIs;
sometimes concludes agreements with other levels of
government (for example, cross-OGI service centres in
remote areas); FI does not need IPOLC to maximize impact
of funding.
E4
OLMC Assistance
The FI offers assistance to OLMCs on how to apply for
funding support from the FI and to access and identify
appropriate P&S; terms and conditions of P&S take into
account OLMCs.
Little or no assistance is provided to
OLMCs on how to access and identify
appropriate FI P&S and to apply for
funding; the application process is
cumbersome and confusing for OLMCs.
Some general assistance is sometimes provided
to OLMCs on how to identify and access
appropriate FI P&S and how OLMCs can apply
for funding; application process is complex, time consuming,
difficult and sometimes not fair to all
OLMCs.
Extensive assistance (e.g. through meetings and
presentations) is provided to OLMCs on how to identify and
access appropriate FI P&S; application processes are open,
transparent and easily accessible; FI ensures that OLMCs
fully understand how to apply for funding.
E5
Program Delivery
FI ensures OLMCs have access to P&S and takes into
account their diversity and geographic dispersion.
Difficult for OLMCs to access FI P&S; FI
does not take OLMC diversity and
geographic dispersion into account when
designing and delivering P&S.
OLMCs do not always have easy access to FI
P&S; FI sometimes takes OLMC diversity and
geographic dispersion into account when
designing and delivering P&S.
FI ensures that OLMCs always have complete and easy
access to P&S; FI (particularly its regions) make extra
efforts to take OLMC diversity and geographic dispersion
into account in P&S delivery.
Level 3: Exemplary practices/
Enhanced Vitality and Development
F
ACCOUNTABILITY
F1
Action Plan Preparation
FI develops annual or multi-year actions plans that
clearly and accurately describe the proposed
implementation of OLA section 41 into FI policies
and P&S; action plans are submitted to PCH on a
timely basis.
FI does not develop an action plan or
the action plan lacks clear measures
to aid OLMC development;
anticipated results and planned
impacts are not defined; no links to
OLMC priorities; not made public and
not submitted to PCH.
FI action plan missing some details;
contains only vague measures and
performance indicators; links to OLMC
priorities are unclear; and are sometimes
inconsistent with FI policy; made public but
not widely distributed; not submitted to PCH
within deadline date.
FI action plan contains clear objectives, well-defined
anticipated results and planned impacts on OLMC
development, clear links to OLMC priorities, and
detailed measures and performance indicators;
consistent with FI policy; made public, widely
distributed and submitted to PCH within deadline
dates.
F2
Achievement (Results) Report Preparation
FI prepares annual achievement reports that clearly and
accurately describes the results achieved by the
implementation of OLA section 41; the annual report is
submitted to PCH within deadline date.
FI does not develop an annual report or
achievement report, or it is vague and
incomplete; performance indicators and
evaluation mechanisms are not defined;
OLMC clients are not described; report is
not made public and not submitted to
PCH.
FI achievement report does not clearly address
all aspects of the action plan and identify
achieved results; performance indicators and
evaluation mechanisms are vague; lacks detailed
results; made public but not widely distributed;
not submitted to PCH within deadline date.
FI achievement report clearly describes how measures
taken assisted the development of OLMCs; and reports
results using well-defined performance indicators and
evaluation mechanisms; defines national and regional
impacts; widely distributed; submitted to PCH within
deadline date.
F3
Progress Monitoring
National coordinator consults with regional/sectoral
coordinators and P&S managers to monitor action plan
progress and OLMC satisfaction; FI internal reporting
structure takes OLMCs into account.
Action plan is not regularly reviewed to
measure progress; senior management
not actively concerned with action plan
progress; FI reporting structure does not
take OLMCs into account.
Action plan is inconsistently reviewed to measure
progress; minimal measures are taken to
implement improvements to FI P&S; lack of
dialogue betwffn senior management and P&S
managers.
FI regularly reviews implementation of action plans and
impacts on OLMC development; improvements to FI P&S
are identified and implemented; national coordinator
regularly consults with regional/sectoral coordinators and
P&S managers regarding OLMC satisfaction and progress
of OLA section 41 implementation.
F4
Evaluations and Internal Audits
Evaluations and internal audits of FI programs and
services are periodically conducted, taking into account
how they impact on OLMCs and how OLMC development
and vitality have bffn enhanced.
FI representatives, evaluators and/or
internal auditors have not incorporated
into program evaluation and/or audit
criteria how FI policies and P&S have
impacted on OLMC development and
vitality.
Evaluations/reviews are conducted, but do not
always clearly indicate as part of the
evaluation/audit criteria how FI policies and P&S
have impacted on OLMCs or how OLMC
development and vitality have bffn enhanced.
Regular and systematic FI evaluations and internal audits
always include components and criteria for determining how
FI policies and P&S have impacted on OLMCs or how
OLMC development and vitality have bffn enhanced;
reports include detailed impacts on OLMCs and
recommendations for improvement
F5
Integration with Planning and Reporting Processes
Implementation of OLA section 41 is taken into account in
FI planning and reporting processes.
Implementation of OLA section 41 is not
taken into account in FI planning and
reporting processes.
Implementation of OLA section 41 is taken into
account in some FI planning and reporting
processes.
Implementation of OLA section 41 is fully integrated into all
FI planning and reporting processes.
F6
Committffs of FI Senior Management
Review of FI P&S and policies regarding OLA section 41
is a regular item on the agenda of FI senior management
committee meetings.
FI senior management mfftings do not
review the implementation of OLA section
41, and no effort is made to address
OLMC priorities within the mandate of the
FI.
FI senior management mfftings only
occasionally include a review of the
implementation of OLA section 41; OLMC
considerations are not often included in
discussions about FI mandate.
Senior management committffs mfft regularly to review FI
P&S and policies and how they relate to the implementation
of OLA section 41; serious efforts are made to better
address OLMC priorities within the FI mandate.
F7
Complaints
The FI actively investigates and resolves all complaints
related to OLA section 41; improvements to policy and
P&S are implemented.
FI does not satisfactorily resolve
complaints related to OLA section 41;
improvements to policy and P&S are not
implemented.
FI investigates and resolves complaints related
to OLA section 41; improvements to policy and
P&S are sometimes implemented; complaints
sometimes recur.
FI actively investigates and resolve all complaints related to
OLA section 41; improvements to policy and P&S are
implemented; complaints are a driving force for positive
change and learning.
File Number (344 – 4497)
Last modified on February 3, 2005
