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Audit of Service to the Public in Both Official Languages in seven Airports Having a Significant Demand - Calgary International Airport
6.1.7. Health and securitySecurity services at Calgary International Airport are provided by the Commissionaires Calgary International Airport Detail (CCIAD). They are also responsible for the parkade, taxi dispatch and providing information to the public, like directions. If they see anything suspicious or there is an emergency, they are required to contact the Calgary Police Service immediately. About 80 (35.6%) of the 225 total CCIAD staff serve the public directly, of which 16 (20.0%) are bilingual. However, CCIAD staff are assigned to shifts by experience and seniority, not by which of them are bilingual. Therefore, CCIAD may not have bilinguals on staff on all work shifts. CCIAD would contact the Information Booth if they were required to provide services in French. The service contract with the CCIAD does not contain any kind of official language clause. According to the Airport Authority Security Manager, the Calgary Police Service Airport (CPSA) is occasionally called upon to provide services to the public. For instance, they take possession of unattended luggage and sometimes make arrests. Usually, those cases are referred to them by the Commissionaires Calgary International Airport Detail. The auditors noted that the CPSA has a desk accessible to the public right beside the Information Booth. The sign “Calgary Police Service” is in English only. The service contract with the CPSA does not contain any kind of official language clause. It should be noted that the identifications on the new fire alarm system are all in English only. It should be noted that CAA had already identified this as a contract deficiency which will be corrected shortly. There is a pre-board screening video prior to entering each of the security screening areas which is fully bilingual. In addition, the auditors were provided with a demonstration of the pre-taped public address system. Health and security announcements are made in both official languages. Finally, there is no longer a medical clinic at the airport. There is still a first aid room, but it is unmanned. 6.1.8. HotelThe Airport Authority representative stated that the Calgary Airport Authority has not been monitoring the hotel to ensure that it respects its language obligations because it was under the impression that this responsibility falls with the OLB of the PSHRMAC. In addition, there is no clause that refers to official languages in the service contract with the hotel. It is, therefore, not surprising that the manager of the Delta Calgary Airport Hotel had no idea that the OLA and Regulations applied to his hotel. But the hotel manager was very co-operative with the auditors and informed them that he will be getting proper documentation describing his linguistic obligations and how to comply with them. Not surprisingly, signs interior and exterior to the Delta Calgary Airport are mostly unilingual English. However, the auditors noted a safety sign near the pool was bilingual with some errors in French. There are still no symbols, bilingual documentation or active offer at the reception counter. They did not meet any bilingual employees during the audit, although according to a listing provided by the Hotel's Human Resources Services, there are 17 employees who speak French in a variety of positions. Shifts are not assigned according to who is bilingual. For the most part, instructions relating to safety, particularly the fire instructions, and related verbal public address system announcements are not bilingual. In addition, there are still no bilingual menus available in the dining room. Active offer on the telephone during and outside business hours: The auditors called the Delta Calgary Airport Hotel at 291-2600 (403), and received an active offer there. However, when asked for information, the receptionist opted to get somebody who could speak more fluent French, whom she quickly found, both during and outside business hours. The Internet Web site of the Delta Calgary Airport Hotel (http://www.deltahotels.com/) is in English only. 6.1.9. ConclusionsThe auditors noted that numerous signs and services are provided in both official languages in the airport. In addition, the employees at the airport's new information booth provide services at all times in both official languages. However, the Calgary Airport Authority has yet to address most of the recommendations made in the prior audit. In addition, it sometimes uses its name and the name of the airport in French and English, but does so inconsistently. It should be noted that all three telephone numbers for airport information were able to provide services in both official languages. However, information on the Calgary Airport Authority Internet Web site is only provided in English. A comprehensive plan is underway to correct this and will be forwarded to OLB with the action plan that will result from the recommendations below. In addition, some of its documentation is available in English only, Airport Authority business cards are in English only, and comment cards do not invite people to comment on the linguistic availability and delivery of services in both official languages. The Calgary Airport Authority administers service contracts or lease agreements with third parties for most services in the airport, which require bilingual personnel and an active offer of services. The Airport Authority has some informal monitoring mechanisms of service contracts and sometimes attends meetings of tenant groups, but there is room for improvement as it is inconsistent in its monitoring. Most service contracts include a clause concerning the two official languages. However, the clauses for some contracts do not clearly explain the language obligations for both postings and the delivery of bilingual services. Some service contracts still do not contain any kind of official language clause. There is a large number and wide variety of signage covering numerous subjects throughout the interior and exterior to the air terminals. During their tours, the auditors noted that most signs were bilingual. However, there is still room for improvement, particularly with respect to signage related to car rentals, the new “Concourse D” expansion, ground transportation and signage in the baggage services area. Self-service machines also remains an area of challenge for the airport, as the linguistic quality of the services provided by these machines is inconsistent. Compliance to the OLA for airport tenants in the airport continues to be inconsistent. The auditors noted that foreign exchange offices are providing services in both official languages. In addition, about half the restaurants they visited have bilingual menus and signage. However, most services, such as retailers, duty free shops and car rental agencies, continue to experience difficulty to provide active offer and services in both official languages either through bilingual staffing or administrative arrangements. Security services at Calgary International Airport are provided by the Commissionaires Calgary International Airport Detail as well as the Calgary Police Service Airport. The Commissionaires do not have adequate bilingual staff to cover all work shifts. Furthermore, the Calgary Police Services - Airport do not provide services to the public in both official languages. The Airport Authority has not been ensuring that the hotel provides signage and services in both official languages, contrary to what was recommended in the prior audit. 6.1.10. Responses to Prior RecommendationsRecommendations from the prior report are in bold face type, and are Followed by current findings related to each recommendation:
6.1.11. New Recommendations
6.2 Air Canada6.2.1 Active Offer1. Active offer on the telephone outside business hours The auditors tried three toll free telephone numbers for Air Canada. When they called the number for reservations, 888-247-2262, they were first connected with a fully bilingual automated answering system, at the end of which they received an active offer in French. The toll free numbers 888-422-7533 (Arrivals & Departures) and 888-689-2247 (Baggage) also had bilingual automated answering systems, but they were put on hold for a long period of time and were not able to speak to an agent. 2. Active offer on the telephone during business hours The same results apply during and outside business hours. 3. Active offer in person The Air Canada representative stated that employees have been reminded regularly of their responsibilities pertaining to active offer of services in both English and French. However, during their visits to Air Canada counters the auditors did not receive active offer from any Customer Service Agents nor did they see any evidence that they have been recently reminded of the importance of active offer. Agents have “Security Questions” in several languages at their check-in counters, including French. Furthermore, the Air Canada representative provided us with a flashcard which was distributed to all Customer Service Agents in October 2002 and contains the Following instructions and information (administrative arrangements) with regards to bilingual services:
4. Visibility of a symbol or sign announcing that services can be obtained in both official languages The Air Canada representative stated that Air Canada provides bilingual customer service agents with lapel pins to wear and pictograms to place at the counter where they are working to identify that they can provide services in both official languages. However, the auditors did not see any Air Canada agents either wearing lapel pins or using pictograms during their visit. New lapel pins will be distributed as a result of the reassessment of language knowledge of employees that is being performed as part of the current retesting program. At the same time, employees will be reminded of the administrative arrangements to Follow when bilingual agents are not available. 5. Postings in both official languages at all times French is not always visible on Air Canada notices because it continues to use signs with English on one side and in French on the other. Those signs are often arranged so that only the English is visible. Here are several examples:
Please refer to Appendix D for further details. 6. Availability of publications in both official languages Air Canada provides very little documentation as most information is now posted on the Internet. For the most part, the documentation that still is available to the travelling public is provided in both official languages. 7. Use of both official languages on the Internet site Air Canada's Internet Web site (http://www.aircanada.ca/) is highly detailed and fully bilingual. However, passengers are only provided with the option to switch from one language to the other on the home page. 6.2.2 Service1. Nature of the services provided by Air Canada at the airport visited The services provided to the travelling public at Calgary International Airport are those generally found at airports, including ticket offices, check-in counters, access to the boarding and disembarking areas, baggage check and pick-up, executive class lounges, etc. The auditors visited two of air Canada's executive class lounges (Maple Leaf Lounges), and found that services and signage were bilingual for the most part. Although the agent at the front desk at the Maple Leaf Lounge at “Concourse A” was not bilingual, he offered to call the switchboard to obtain the services of someone who could speak French. All telephone and Internet instructions in the work areas are bilingual. A sign at front desk stated in English only “During peak periods ... Xerox business centres ...” Some of the brochures were not bilingual, like the Aeroplan newsletter and the Aeroplan Appreciation Program. The Maple Leaf Lounge at Concourse B was closed. A sign in English only informed passengers that the “Concourse B” lounge is closed and invited them to proceed to either the “Concourse A” or “Concourse C” lounges. 2. Existence of bilingual capacity required to provide continuous service in both official languages At the time of the audit, the listing of bilingual staff was out of date. However, in September 2002 there were 342 Customer Service Agents, of which 21 (6.1%) were bilingual. The Air Canada representative admitted that there are currently not enough bilingual staff to cover all work shifts. And even if there were enough staff, the listing of bilingual staff is not up to date so it would be difficult to schedule work shifts accordingly. As such, the Air Canada representative stated that in the mean time they are placing a priority on having bilingual Customer Service Agents handling flights to Montreal and Ottawa. Employees work schedules are assigned by seniority. However, the Air Canada representative stated that Air Canada is working with the union representing Customer Service Agents (Canadian Auto Workers) in order to have certain roster positions designated bilingual. According to the Air Canada representative, Air Canada has launched new initiatives in French language training. Firstly, Air Canada has recently begun encouraging its staff to undertake its standard French language training courses that are offered at different levels of proficiency from beginners to advanced and maintenance. Secondly, Air Canada is also offering “Accelerated Learning” courses that provide a new technique of accelerated language training for beginner language courses. Thirdly, on-line courses are now made available for employees to learn French and other languages. Finally, Air Canada in Calgary has developed phonetic training for a number of standard phrases and announcements which have also been produced into phonetic flash cards that Customer Service Agents can use. Air Canada Calgary is in the process of validating their listings of bilingual employees which includes the retesting of all employees who may be bilingual. Approximately 300 Calgary Air Canada employees are involved in this retesting program. Oral testing is performed by its head office in Montreal either in person or over the telephone. Employees who achieve level 3 or 4 receive lapel pins which they are instructed to wear at all times while on duty identifying them bilingual Customer Service Agents. Testing should be completed by the end of March 2003 after which they will have a complete listing of bilingual staff. Once a roster listing of bilingual agents has been established, Air Canada will work with the labour union towards having bilingual staff on shift at all times which all other Customer Service Agents will be aware of and utilize when necessary. When the auditors communicated with Air Canada employees at the check-in counter near Kidsport, they did not receive active offer in both official languages. When they asked a question in French, the agent did not speak French and did not attempt to find another agent who did. On the other hand, when spoken to in French, both agents at the Executive Class check-in counter tried to find an agent who did. 3. Presence of work tools required for provision of service in both official languages Air Canada Calgary is able to Follow up on correspondence it receives in French. Boarding cards and flight timetables are bilingual. However, not all business cards are bilingual. 4. Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary Bilingual services are not comparable as the auditors were not able to obtain bilingual services during their visits to Air Canada counters. In addition, the agents from whom they requested services in French were not aware of administrative procedures to find quickly those agents who can speak French. Finally, there are not enough staff to ensure that there are bilingual employees on all work shifts. It should be noted that, although Air Canada produced help cards reminding their employees of what they should be when unilingual employees can't provide services in French, these instructions were not always Followed by the Customer Services employees. 6.2.3 Managers' Responsibilities1. Knowledge of requirements regarding service to the public in both official languages The auditors noted that the Air Canada representative was well aware of the official languages obligations and has taken steps to implement them. According to the Air Canada representative, the merger with Canadian Airlines and downsizing has created serious difficulties in providing services in both official languages. 2. Existence of controls to ensure service is always provided in both official languages There are still no formal control mechanisms in place to check whether the service is always provided in both official languages at all Air Canada points of service at the Airport. However, the Air Canada representative stated that Air Canada has quality assurance staff that conduct daily surveys (called a “scorecard”). Furthermore, bilingual announcements at the gates are verified as part of passenger expectations, and is the only aspect of official languages that is verified as part of the scorecard. 3. Existence of mechanisms to assess client satisfaction The Air Canada representative was not aware of any locally developed mechanism to measure the level of client satisfaction (in the air terminals) with the delivery of services in both official languages. 4. Meetings with the representatives of the official language minority community This section is not applicable to Air Canada. 5. Use of the media Contact with the media is primarily conducted and/or coordinated by Air Canada's head office in Montreal. 6. Complaints related to official languages Air Canada has received numerous complaints nationally. However, the Air Canada representative informed the auditors that every complaint is taken very seriously and measures taken to continue to improve its ability to serve the public in both official languages. 6.2.4 ConclusionsActive Offer: Automated telephone systems during and outside of business hours are fully bilingual, and the telephone attendant we reached provided active offer. Furthermore, Air Canada's Internet Web site is highly detailed and fully bilingual. It should be noted that Air Canada continues to inform the public through bilingual national ad campaigns. However, the luggage measuring rack signs should be organized in such a way so that the information is clearly visible in both official languages. Furthermore, the auditors did not note any form of verbal active offer nor did they see any symbols or signs identifying counters where French services are available. Some Air Canada staff members, however, attempted to provide services in French at the check-in counters and Maple Leaf Lounges visited. Service: Air Canada at the Calgary International Airport has launched new interesting initiatives in French language training, and has locally developed some innovative means to remind and assist employees with providing services in both official languages. Furthermore, Air Canada Calgary is in the process of validating their listings of bilingual employees which includes the retesting of all employees who may be bilingual. In addition, Air Canada is working with union representatives to schedule shifts so that bilingual staff are on duty at all times. But there is still room for improvement. Air Canada does not have an adequate amount of bilingual customer service staff in order to offer services in both official languages at all times. Further, bilingual services are not comparable, and although good administrative arrangements have been developed, none of the staff members we met were aware of them. Managers' Responsibilities: Air Canada appears well aware of its official language obligations and has been trying hard to implement them. However, there are still no formal control mechanisms in place to check whether service to the public is being provided in both official languages. There are also still no mechanisms to assess client satisfaction. 6.2.5 Responses to Prior RecommendationsRecommendations from the prior report are in bold face type, and are Followed by current findings related to each recommendation:
6.2.6 New Recommendations
6.3 Canada Customs and Revenue Agency (CCRA)6.3.1 Active Offer1. Active offer on the telephone outside business hours The Canada Customs and Revenue Agency (CCRA) representative stated that there is still a separate phone number for services in French which is (403) 292-6216, and that the number for English service is still (403) 292-8777. However, the blue pages of the Calgary public telephone directory lists only (403) 292-8777 in the French and English sections, and only this number is listed on The Calgary International Airport Internet Web site. When the auditors called this number outside of business hours, they were connected to a call answer system that is bilingual and states that all inspectors are unavailable and invites the caller in both official languages to leave a message. 2. Active offer on the telephone during business hours When the auditors called (403) 292-8777 during business hours, they did not receive an active offer; the person who answered the phone did not speak French. However, that person was able to transfer the call to a bilingual agent quickly. 3. Active offer in person The CCRA representative stated that employees are reminded occasionally of the importance of active offer through memos. For example, a memo was sent to all “Customs Traffic Staff” at the Calgary International Airport on January 7, 2002 reminding staff that they must “actively offer service in both English and French to all of our clients ... HeLLO/Bonjour”. 4. Visibility of the official languages symbol at all times An official languages pictogram is visible at the CCRA cashiers office near the secondary inspections area. Although bilingual CCRA inspectors are expected to place a bilingual pictogram on the booth at which they are stationed, the CCRA representative mentioned that they do not always do so. 5. Postings in both official languages at all times Official signs are fully bilingual. Electronic signs above primary inspection booths welcome travellers to Canada in both official languages. However, one 8½ x 14 sheet posted at the cashiers desk was English only: “Information - New duty now in effect for incoming tobacco products...” Please refer to Appendix E for further details. 6. Availability of publications in both official languages All CCRA publications are available in both official languages. All documentation at the three CCRA brochure racks examined by the auditors was available in both official languages. 7. Use of both official languages on the Internet site The CCRA Internet Web site (http://www.ccra-adrc.gc.ca/) is fully bilingual and user-friendly. It describes the full range of CCRA services and is easy to move from one official language to the other. 6.3.2 Service1. Nature of the services provided by the office visited CCRA mainly provides customs services and programs to travellers or business people arriving in or returning to Canada, similar to those described in the prior audit report. 2. Existence of bilingual capacity required to provide continuous service in both official languages CCRA has a total of 55 employees that have direct contact with the public: 46 inspectors, four superintendents, and five clerks. There are eight (14.5%) bilingual positions. Only six (10.9%) bilingual employees are currently available since two staff members were on extended leave at the time of the audit. In the prior report, it was noted that there were a total of 54 staff, of which 8 (14.8%) were bilingual. CCRA still has difficulty filling its bilingual positions. No bilingual summer were hired for the coming summer since none of the bilingual applicants qualified for a position. The representative informed the auditors that when bilingual summer and/or permanent applicants are found, it is sometimes difficult to get them to work at the airport due to its location. CCRA is still not able to provide bilingual service during all work shifts. They try to ensure as a minimum that there are always bilingual employees during its peak period, between 2:30 p.m. and 6:30 p.m. daily. When bilingual inspectors are working, they are positioned at the primary inspection area so that they can accompany a passenger who requires services in French to the secondary inspection area. When a member of the travelling public requests services in French from an officer who does not speak that language, that officer is expected to first check if there are any bilingual staff members on duty by checking the daily roster, where bilingual staff members are clearly identified. If none are available, the officer is expected to request assistance from any bilingual airline attendants or Airport Authority employees who are nearby and available to assist. If none are, they are expected to call their district office who can provide bilingual assistance over the phone. There was no one at the reception desk when the auditors visited. Furthermore, the CCRA employees manning the GST booth did not speak French, but offered to get a bilingual CCRA officer. 3. Presence of work tools required for provision of service in both official languages As noted in the prior audit, CCRA is capable of responding to all types of correspondence in French, and business cards are fully bilingual. 4. Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary CCRA's services at Calgary International Airport are not entirely comparable because they are provided on an intermittent basis. However, it should be noted that they have administrative arrangements in place in case the availability of bilingual services is temporarily compromised. 6.3.3 Managers' Responsibilities1. Knowledge of requirements regarding service to the public in both official languages The managers are well aware of their official languages responsibilities. The managers the auditors met was very cooperative and stated that they will continue to make every attempt to ensure that the public is served in the official language of its choice. 2. Existence of controls to ensure service is always provided in both official languages There are still no language monitoring mechanisms in place to check whether services are always provided in both official languages. However, the CCRA representative stated that internal quality assurance audits take place from time to time, which test such things as the types of questions that officers ask arriving passengers. Even though these audits do not currently cover official languages, the CCRA representative stated that this is an area that could be included as part of these internal verifications. 3. Existence of mechanisms to assess client satisfaction There are still no mechanisms to assess client satisfaction that the CCRA representative was aware of. The prior audit discussed the client service questionnaire “Your Opinion Counts”. The CCRA representative stated that this questionnaire is still being used. However, the auditors did not see a copy of this questionnaire during their visit. 4. Meetings with the representatives of the official language minority community There is still no formal mechanism for contact with the official language minority associations. 5. Use of the media The office does not use the media, because that task is performed by the regional office. 6. Complaint related to official languages The managers could not confirm that the office did received any complaints related to official languages since the prior audit. 6.3.4 ConclusionsActive Offer: The auditors were able to obtain services in French quickly and efficiently during business hours, and were connected to a fully bilingual call answer system outside business hours. CCRA has a telephone number dedicated to providing services in French. At the time of the audit, that telephone number was not listed in the French section of the blue pages of the Calgary public telephone listings. The CCRA Web site is fully bilingual and very user-friendly. Primary customs agents generally do not make active offer in person. However, CCRA non-bilingual staff are well aware of the administrative arrangements available to find bilingual staff members promptly when necessary. For the most part, postings and symbols are bilingual at all CCRA areas, and all documentation is available in both official languages. Service: There is not an adequate number of bilingual CCRA staff at the airport to ensure that services are available in both official languages at all times. Furthermore, services in both official languages are still not fully comparable. However, CCRA attempts to have bilingual staff on during peak periods. CCRA also expressed frustration at its inability to obtain and/or retain sufficient bilingual staff to fulfill its official language obligations. Managers' Responsibilities: Although the representative's knowledge of the requirements regarding the OLA was more than adequate, there are still no language monitoring mechanisms, no formal mechanisms to assess client satisfaction, and no meetings with the representatives of the official language minority community. 6.3.5 Responses to Prior RecommendationsRecommendations from the prior report are in bold face type, and are Followed by current findings related to each recommendation:
6.3.6 New Recommendations
6.4 Citizenship and Immigration Canada (CIC)6.4.1 Active Offer1. Active offer on the telephone outside business hours The Citizenship and Immigration (CIC) office at the Calgary International Airport still does not provide services by telephone. The telephone number in the blue pages of the local Calgary public telephone directory is (888) 242-2100. The Calgary Airport Internet Web site indicates that CIC can be reached at (403) 292-6380. At this number, the auditors did not receive an active offer, but they were transferred to someone who was able to provide the information they requested in French. 2. Active offer on the telephone during business hours They called the same number during business hours, and again did not receive an active offer. Furthermore, after being placed on hold for several minutes, they were told that the person able to speak French was on his coffee break. 3. Active offer in person Employees in the reception area have been reminded of their obligation to provide active offer of services in both official languages. When the auditors were there, they were provided with active offer when they arrived. However, the CIC representative stated that officers do not provide on a regular basis active offer to the travelling public that is referred to them by CCRA. Officers look at the customs declaration form with the referral from CCRA to determine the preferred language of the passenger. 4. Visibility of official languages symbol at all times There is an official languages symbol at the reception counter. 5. Postings in both official languages at all times During their tour, the auditors noted that all CIC signs were in both official languages and translated correctly. 6. Availability of publications in both official languages All publications were available in both official languages. 7. Use of both official languages on the Internet site The CIC Internet Web site (http://www.cic.gc.ca/) is fully bilingual and user-friendly. It describes the full range of CIC services and is easy to move from one official language to the other. 6.4.2 Service1. Nature of the services provided by the office visited The office provides a variety of services to U.S. travellers, students with visa problems and visitors, for example. It also provides services to Canadians requesting information on citizenship and dual citizenship, and answers questions about permanent residency. Most clients coming to this office have been referred to it by Canada Customs and Revenue Agency, as described in the prior audit report. 2. Existence of bilingual capacity required to provide continuous service in both official languages There is a total of 18.5 full time equivalent (FTE) staff, of which 15.5 FTE's have regular contact with the public. There are two bilingual positions, but one was not occupied at the time of the audit because that bilingual employee has been on a secondment since October 2002. Therefore, CIC had one (6.5%) employee out of 15.5 FTE's available to serve the public in French. However, 3 other staff members have recently requested training, and one will begin full time French training in September 2003. The CIC representative stated that they hope to send other staff on French training in the near future. In addition, the CIC representative is aware of several people interested in deployments to CIC, at least one of whom is bilingual. Finally, several staff members currently have limited French ability. Since the prior audit, CIC has run two competitions in an attempt to recruit more bilingual staff, without success. However, CIC plans to create an additional bilingual position for an employee scheduled to go on full time French training. Another bilingual position will be created if CIC receives its requested funding for the Advanced Passenger Information project. The CIC representative hopes to have these two additional positions designated bilingual by September 2004. It is clear that there are too few bilingual employees to cover all work shifts. Shifts are currently scheduled on a random rotation and knowledge of French is not a factor. When a bilingual employee is working, passengers requesting service in French are referred to that employee. If there are no bilingual employees on a shift, the French speaking passenger is referred to CCRA. If no bilingual employee at CCRA is available, CIC can approach Air Canada for assistance if the person is a passenger of an Air Canada flight. The CIC representative also stated that they subscribe to a Language Line service offered by AT&T which provides interpretation services in numerous languages, including French. 3. Presence of work tools required for provision of service in both official languages As noted in the prior audit, CIC is capable of responding to all types of correspondence in French. Business cards are fully bilingual. 4. Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary CIC services are not fully comparable and equal in quality in both official languages, because there is not an adequate number of bilingual employees to cover all work shifts. Furthermore , CIC's administrative arrangements rely heavily on CCRA's ability to have bilingual staff on all work shifts, which it is not able to do at the time of the audit. CIC's administrative arrangements are, therefore, not adequate to ensure that the travelling public has access to its services in both official languages at all times. 6.4.3 Managers' Responsibilities1. Knowledge of requirements regarding service to the public in both official languages The manager the auditors met was well aware of the office's language obligations. He explained some of the challenges involved in obtaining and retaining bilingual staff, as well as creating new bilingual positions. 2. Existence of controls to ensure service is always provided in both official languages There are still no controls to ensure that service is always provided in both official languages. 3. Existence of mechanisms to assess client satisfaction No mechanisms to assess client satisfaction are in place. The CIC representative stated that he keeps a log of all verbal and written comments (negative and positive) that he receives, and takes appropriate action as necessary. 4. Meetings with the representatives of the official language minority community There are still no formal meetings with representatives of the official language minority community. However, the CIC representative sits on a local community advisory committee organized by the CIC Calgary office, at which the Association canadienne-française de l'Alberta sometimes participates. 5. Use of the media The airport office does not communicate with the media. 6. Complaint related to official languages No complaints have been received by CIC at the airport since the prior audit report. 6.4.4 ConclusionsActive Offer: Bilingual telephone services were not available during business hours, but were available outside business hours. Active offer of services in both official languages was not made on either call. However, the CIC Internet Web site is fully bilingual and user-friendly. Furthermore, all postings and publications that the auditors noted were bilingual, and official languages symbols were visible. Service: CIC does not have adequate number of bilingual employees to cover all work shifts, despite its attempts to recruit more bilingual staff since the prior audit. Therefore, CIC's airport services are not fully comparable and equal in quality and its administrative arrangements are not adequate. However, it has concrete plans to add bilingual staff in the near future. Managers' Responsibilities: Recruitment of bilingual staff remains a challenge for CIC at the airport. Although the manager was aware of the OLA and its requirements, there are still no language monitoring mechanisms, no formal mechanisms to assess client satisfaction, and no formal meetings with the representatives of the official language minority community. 6.4.5 Responses to Prior RecommendationsRecommendations from the prior report are in bold face type, and are Followed by current findings related to each recommendation:
6.4.6 New Recommendations
6.5 Canadian Food Inspection Agency (CFIA)6.5.1 Active Offer1. Active offer on the telephone outside business hours The telephone number (403) 292-4365 is still listed on the Calgary Airport Internet Web site as the telephone number for the Canadian Food Inspection Agency (CFIA) at the airport. However, there is no such a number for CFIA's airport office listed in the blue pages of the local Calgary public telephone directory. When the auditors called outside business hours (on a Saturday), their call was transferred to a fully bilingual call answering system. The message states that the office is open and invites the caller in both official languages to leave a message in the official language of his/her choice. It should be noted that the auditors were informed that the above telephone number will be removed from the airport Internet Web site. 2. Active offer on the telephone during business hours The auditors did not receive an active offer when they called (403) 292-4365 during business hours, even though the agent answered “oui” after they asked if that agent could speak French. But when asked for more details regarding animal inspections in French, the agent simply hung up. 3. Active offer in person There is still no reception counter attendant for this office. If someone who has already gone past the security check point wants to communicate with a CFIA representative, that person would have go to the CCRA reception desk and ask for CFIA. 4. Visibility of the official languages symbol at all times At the time of the audit, the auditors saw no official languages symbol where travellers meet CFIA staff. 5. Postings in both official languages at all times The auditors did not note any postings. It should be noted that the Airport Authority is responsible for signage at the airport and that CFIA had just taken possession of new space made available to them in the airport expansion. 6. Availability of publications in both official languages CFIA had no brochure rack on display at the time of the audit. However, all documentation that it had on hand to give out to the public was bilingual. 7. Use of both official languages on the Internet site The CFIA Internet Web site (http://www.inspection.gc.ca/) is fully bilingual and user-friendly. It describes the full range of CFIA services and it is easy to move from one official language to the other. 6.5.2 Service1. Nature of the services provided in both official languages Most clients are still referred to CFIA by CCRA. The public rarely will go into the CFIA office. If a person is referred by CCRA to CFIA, a secondary customs inspector will push a buzzer for a CFIA officer to come out to the secondary inspection area, where the CFIA officer would conduct a search of the traveller's luggage. 2. Existence of bilingual capacity required to provide continuous service in both official languages There are now four unilingual term positions for CFIA at the Calgary International Airport, all of which are staffed. The CFIA representative stated that these positions will soon become indeterminate unilingual English positions. CFIA has, therefore, not revised the language designations of the positions of the inspectors working at the airport, as was recommended in the prior audit. If a passenger asks to be served in French and there are no bilingual inspectors on duty, the CFIA employee would contact CCRA. Failing that, there are two employees at a regional office who are available during regular office hours Monday to Friday who could provide assistance in French over the telephone. 3. Presence of work tools required for provision of service in both official languages As noted in the prior audit, CFIA is capable of responding to all types of correspondence in French, and business cards are fully bilingual. 4. Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary CFIA services are not comparable because none of the positions are bilingual. Furthermore, CFIA's administrative arrangements rely heavily on CCRA's ability to have bilingual staff on all work shifts. Since CCRA is not able to do, at the time of the audit, CFIA's administrative arrangements are, therefore, not adequate to ensure that the travelling public has access to its services in both official languages at all times. 6.5.3 Managers' Responsibilities1. Knowledge of requirements regarding service to the public in both official languages The managers with whom the auditors met stated that they were well aware of their office's language obligations. The auditors were informed that a human resource advisor was identified as the area official languages contact for the managers, with the invitation to communicate through that person rather than directly to headquarters. The managers confirmed that they have been in regular communication with the human resources advisor. 2. Existence of controls to ensure service is always provided in both official languages There are still no formal control mechanisms in place to check whether the service is always provided in both official languages. However, the CFIA representative stated that they check with CCRA regularly to ensure that they have enough bilingual staff. They also check with their regional and area offices regularly to ensure that they have bilingual staff in case they are needed for translation. 3. Existence of mechanisms to assess client satisfaction There are still no mechanisms to assess client satisfaction. 4. Meetings with representatives of the official language minority community There are still no formal meetings with representatives of the official language minority community. 5. Use of the media The airport office does not communicate with the media. 6. Complaints related to official languages The CFIA representative stated that they have received no complaints since the prior audit. 6.5.4 ConclusionsActive Offer: The auditors did not receive active offer over the telephone, nor were they able to obtain services in French during business hours. However, CFIA has a fully bilingual call answering system. There were no official languages symbols, no brochures and no signage, because, according to the manager, the public rarely visits the CFIA office. Finally, the CFIA Internet Web site is fully bilingual and very user-friendly. Service: CFIA does not have any bilingual staff working at the airport. Although CFIA works very closely with CCRA, the audit revealed that CCRA does not have an adequate number of bilingual employees to ensure bilingual services can be provided at all times. Therefore, CFIA does not have appropriate alternative administrative arrangements. Bilingual services are, therefore, not comparable. Manager Responsibilities: Although the CFIA managers were aware of the OLA and its requirements, they were not aware of who to contact within CFIA for assistance with official languages. Furthermore, there are still no language monitoring mechanisms, no formal mechanisms to assess client satisfaction, and no meetings with the representatives of the official language minority community. 6.5.5 Responses to Prior RecommendationsRecommendations from the prior report are in bold face type, and are Followed by current findings related to each recommendation:
6.5.6 New Recommendations
APPENDIX ACALGARY AIRPORT AUTHORITY
|
Photo # |
Sign Location |
Sign Description |
Comments |
p1270002 |
Fire & safety instructions |
No errors noted
|
Great job! |
p1270003 |
Security video just before security screening areas
|
Great job, except “...bande transporteurse”
|
Should be transporteuse
|
p1270004 |
Flight information display TV screens
|
“Regles” is missing an accent under security regulations |
Should be Règles |
p1270005 |
Flight information display TV screens
|
“Il est interdit de transporteur” under security regulations |
Should be transporter |
p1270006 |
Flight information display TV screens |
“Bail foncier à l'aéroport” near the bottom of the screen switches back and forth from English to French |
The French version remains on the screen for much shorter time
|
p1270007 |
Flight information display
|
“Arrivér Dé” near top of the screen |
Should be “Arrivée de” |
p1270008 |
Flight information display TV screens
|
“First 30 minutes free” as well as the date is only in English |
Should be bilingual |
p1270009 |
Flight information display TV screens
|
“First 30 minutes free” as well as the date is only in English |
Should be bilingual |
p1270010 |
Airport Shuttle Express Ltd. counter
|
All signs and documentation in English only |
Should be bilingual |
p1270011 |
near Tim Hortons on arrivals level
|
Movable “Ground Transportation” signs in English only |
Should be bilingual |
p1280001 |
Flight information display TV screens
|
“Lieu De Recontre” near the top of the screen |
Should be “Lieu de rencontre” |
p1280003 |
Airport Improvement Fee
|
No errors noted on sign
|
Great job! |
p1280004 |
Sign on arrivals level |
“Line Break Please Keep ...”
|
Should be bilingual |
p1280005 |
Alaska Airlines sign at check-in line-up |
Security measures for carry on baggage in English only
|
Should be bilingual |
p1280006 |
Temporary sign across from check-ins 23 & 24 |
“Information Desk CLOSED... Le bureau de l'information...”
|
Poor translation |
p1280007 |
Sign: several locations
|
“Please Pardon Our Appearance...” |
Should be bilingual |
p1280008 |
Westjet sign above the rapid check-in kiosk |
Sign in English only (but brochures and computer screen were bilingual)
|
Should be bilingual |
p1280010 |
Fire alarm pull station
|
In English only |
Should be bilingual |
p1280011 |
Airport directory map near Pier D check-in
|
No errors noted on sign
|
Great job! |
p1280012 |
Westjet check-in area |
“Check-in for Edmonton flights” sign
|
Should be bilingual |
p1280013 |
Westjet check-in area |
“EXIT” sign
|
Should be bilingual |
p1280014 |
8½ x 11 sheet of paper posted near Carousel 10
|
“Fragile items, sporting equipment and over-sized baggage...” |
Should be bilingual |
p1280015 |
8½ x 11 sheet of paper posted near Carousel 10 |
“Fragile area: strollers, car seats, pets, ski equipment, snowboards”
|
Should be bilingual |
p1280017 |
Sign: several locations
|
“Please Pardon Our Appearance...” |
Should be bilingual |
p1280018 |
Arrivals level |
“Oversized baggage...”
|
Poor translation |
p1280020 |
Near Calgary Airport Authority offices |
“Aucun alcool au de-la de ce point”
|
“Aucun alcool au-delà de ce point” |
p1280021 |
Near Calgary Airport Authority offices |
“Désolé pour le derangement schedule de l'entretien en marche”
|
Poor translation |
p1280022 |
Near Calgary Airport Authority offices
|
“Aviation Interfaith Chapel, All Welcome” with arrow
|
Should be bilingual |
p1280023 |
Arrivals level, outside |
“Notice: A $1.75 airport fee will be added to the taxi fare...” & "Taxi only”
|
Should be bilingual |
p1280024 |
Arrivals level, outside |
“Notice to Hotel Guests: You must call your hotel for shuttle service...”
|
Should be bilingual |
p1290001 |
On TD Canada Trust automated teller machine
|
Instructions on machine in English only (Processing Times, Deposit Info. etc) |
Should be bilingual |
p1290002 |
Fire alarm pull station
|
In English only |
Should be bilingual |
p1290003 |
TD Canada Trust ATM and fire alarm pull station |
TD machine (P1290001) and file alarm pull station (P1290002) |
Located next to each other
|
p1290004 |
Spirit of the North Duty Free, Pier A post- secure |
“Welcome Please come in!...” and “... Business Hours...” in front of store
|
Should be bilingual |
p1290005 |
Spirit of the North Duty Free, Pier A post-secure |
Désolé should be désolés; and all words are capitalized in French |
French words should not be capitalized
|
p1290008 |
The door to the sterile corridor between Piers A and B (Post-secure side) |
“Passengers not aLLOwed through this door” and “PUSH”
|
Should be bilingual |
p1290010 |
Pier A, Gate A1 |
“Flight, Destination, Time” overhead
|
Should be bilingual |
p1290012 |
The door to the sterile corridor between Piers A and B (Pre-secure side) |
“Passengers not aLLOwed through this door”, “PUSH”, and “Luggage carts are for passenger use only...”
|
Should be bilingual |
p1300001 |
Hotel: Safety sign at swimming pool |
“moins de 16 ans” and “ne sont pass permis” |
Should be de moins and pas
|
p1300002 |
Signs on entrance door to Valet Service
|
“Customer Entrance” and “Caution Automatic Door” in English only |
Should be bilingual |
p1300003 |
Exterior sign near Concourse D |
“New Concourse D Gates D40 to D50” in English only
|
Should be bilingual |
p1300004 |
Exterior sign near Concourse D
|
“Auto Stop Valet Parking Only” in English only |
Should be bilingual |
p1300005 |
National car rental signs in parkade
|
“KEY DROP: Park vehicle in the designated...” in English only |
Should be bilingual |
p1300006 |
National car rental signs in parkade
|
“Watch your step” on the door of the parkade kiosk in English only |
Should be bilingual |
p1300007 |
Near National Car Rental in parkade
|
“Wrong Way Stop Severe Tire Damage” and “Caution Tiger Teeth” |
Should be bilingual |
p1300008 |
Hertz sign in parkade
|
“Stalls 1 to 10, Stalls 11 to 14” |
Should be bilingual |
p1300009 |
Westjet sign in parkade (also see P1300008)
|
“Westjet has moved to Concourse D” (two signs at least) and related map |
Should be bilingual |
p1300010 |
Hertz sign in parkade
|
“Hertz Rental Returns” in English only
|
Should be bilingual |
p1300011 |
Hertz sign in parkade |
“Hertz Express Return, credit card...”
|
Should be bilingual |
p1300012 |
Avis sign in parkade
|
“Avis return” in English only |
Should be bilingual |
p1300013 |
Alamo car rental sign in parkade
|
“Province of Alberta requires you to wear your seat belt.” in English only |
Should be bilingual |
p1300014 |
Thrifty sign in parkade
|
“Please check vehicle for valuables...” |
Should be bilingual |
p1300015 |
Alamo sign in parkade
|
“24 Hour Reserved” in English only |
Should be bilingual |
p1300016 |
Alamo sign in parkade on kiosk window |
“Kiosk Hours ... In the event that you are returning after...” 8½ x 11 sheet
|
Should be bilingual |
p1300017 |
Alamo sign in parkade
|
“Alamo Rent-A-Car Returns” |
Should be bilingual |
p1300018 |
Budget sign in parkade |
“Key Drop, After business hours...”
|
Should be bilingual |
p1300019 |
Budget lighted sign
|
“Did you remember your belongings...” |
Should be bilingual |
p1300020 |
near National car rental in parkade
|
“Warning do not back up Severe Tire Damage” in English only |
Should be bilingual |
p1300021 |
near National car rental in parkade |
“Wrong Way Stop Severe Tire Damage” and “Do not enter”
|
Should be bilingual |
p1300022 |
In parkade near elevator
|
“Westjet Has moved to new...” |
Should be bilingual |
p1300023 |
In parkade level 1 on wall near bus gate12 (2 items 8½ x 11 sheet below fire alarm pull station) |
“Notice, Short Term Parking: This level of the parkade...” and “In Case of Fire Lift Cover and Pull Fire Alarm” and pull switch in English only |
Should be bilingual |
p1300024 |
In parkade on wall
|
“Arrêt Pour Piétons” |
Should be “Arrêtez” |
p1300025 |
Sign in rental car centre
|
“Overheight Rental Vehicles” |
Should be bilingual |
p1300026 |
Beside Info. Centre |
Overhead sign “Calgary Police Service”
|
Should be bilingual |
p1310002 |
In Customs area
|
“Fire Extinguisher” (twice) English only |
Should be bilingual |
p1310005 |
Northwest Airlines sign
|
“...Luggage is designed to protect...” |
Should be bilingual |
p1310006 |
United Airlines sign at baggage services area |
“Please Note: Baggage is designed to protect the contents...” English only
|
Should be bilingual |
p1310007 |
American Airlines sign, baggage services area
|
“Luggage is designed to protect its contents...” in English only |
Should be bilingual |
p1310009 |
Overhead sign near arrivals carousels
|
“Baggage Services, Services des bagages” |
Sign is well done |
p1310010 |
Customs area
|
“Fire” alarm in English only |
Should be bilingual |
p1310011 |
Near arrivals carousels |
“Oversize Baggage...” blue sign
|
Poor translation |
p1310012 |
When departing customs
|
“Connections” |
Should be bilingual |
p1310013 |
When departing customs
|
“Connections” |
Should be bilingual |
p1310014 |
When departing customs
|
“Oversize Baggage Only” |
Should be bilingual |
p1310016 |
When departing customs
|
“Connections” |
Should be bilingual |
p1310017 |
When departing customs
|
“Oversize Baggage Only” |
Should be bilingual |
p1310018 |
When departing customs
|
“Cart Returns” |
Should be bilingual |
p1310019 |
Near Calgary Airport Authority offices
|
“Caution, Airport Staff Only, Fire Exit, Construction in Progress” |
Should be bilingual |
p1310020 |
Large welcome sign driving into airport |
“Calgary Airport Authority” symbol “Aéroport international de Calgary” |
Very nicely done
|
p1310021 |
On parking pay booths at parking lot exit
|
“Open” and “Insert Ticket Into Slot” |
Should be bilingual |
p1310022 |
Neon signs above parking pay booths
|
“Credit Card Only” |
Should be bilingual |
p1310023 |
On parking pay booths at parking lot exit
|
“Insert Ticket Into Slot” |
Should be bilingual |
The Following exterior signage has been noted to be English only, unless otherwise indicated. Please note that this is not an exhaustive list. It has been accumulated to assist the Calgary Airport Authority with improving its signage. Photos for most or all of these signs are listed in Appendix A.
PARKING RELATED SIGNAGE
CAR RENTAL RELATED SIGNAGE
OTHER EXTERIOR SIGNAGE
The Following interior signage has been noted to be English only, unless otherwise indicated. Please note that this is not an exhaustive list. It has been accumulated to assist the Calgary Airport Authority with improving its signage. Photos for most or all of these signs are listed in Appendix A.
AIRLINE RELATED SIGNAGE
BUILDING RELATED SIGNS
FIDS (Flight Information Display System) MONITORS and related signage
GROUND TRANSPORTATION SIGNAGE
Please note that this is not an exhaustive list. It has been accumulated to assist Air Canada at the Calgary International Airport with improving its signage. Photos were taken for the Following items, which are listed in the order taken. (Actual photos provided separately).
Photo # |
Sign Location |
Sign Description |
Comments |
p1280019 |
Sign on counter in the baggage office (different location than P1310008)
|
“Baggage is designed to protect the contacts...” in English only
|
Should be bilingual |
p1290006 |
8½ x 11 sheet posted on luggage rack |
“Air Canada advises of revised carry-on baggage aLLOwances”
|
Should be bilingual |
p1290007 |
Luggage racks (French on one side, English on other) many locations
|
“Carry-On Baggage ALLOwance” rack and “Carry-On Baggage New Security Measures...” only English side visible
|
Both languages should be easily visible to all people |
p1290009 |
Signs in front of Maple Leaf Lounge B |
“Air Canada International Maple Leaf Lounge B ... will close...” etc.
|
Should be bilingual |
p1290011 |
Near gate A1, Pier A |
“Customer Service Desk” sign English only |
Should be bilingual |
p1310008 |
Sign on counter in the baggage office (different location than P1280019)
|
“Baggage is designed to protect the contacts...” in English only
|
Should be bilingual |
Please note that this is not an exhaustive list. It has been accumulated to assist the Canada Customs and Revenue Agency (CCRA) at the Calgary International Airport with improving its signage. Photos were taken for the Following items, which are listed in the order taken. (Actual photos provided separately).
Photo # |
Sign Location |
Sign Description |
Comments |
p1310001 |
8½ x 14 sheet posted at the cashiers desk
|
“Information - New duty now in effect for incoming tobacco products...” |
Should be bilingual |
p1310003 |
Primary area, overhead electronic signs
|
“Welcome to - Bienvenue au - Canada” |
Very well done |
Restaurant or food counter name
|
Location |
Active offer |
Bilingual staff on-duty |
Admin. arrangements |
Bilingual signs |
Bilingual services avail. sign |
Bilingual menu |
|
|||||||
Montanas |
Main level |
No |
No |
Yes |
Yes |
No |
Yes/No |
Purdeys |
Main level |
No |
No |
No |
No |
No |
No |
Buckskins Bar |
Near security |
No |
No |
Yes |
No |
No |
No |
Cheers |
Upper level |
No |
No |
No |
No |
No |
No |
Dairy Queen |
Upper level |
No |
No |
No |
No |
No |
No |
Orange Julius |
Upper level |
No |
No |
No |
No |
No |
No |
Taco Time |
Upper level |
No |
No |
Yes |
No |
No |
Yes |
Juiced |
Upper level |
No |
No |
Yes |
No |
No |
Yes |
O. Cha Japanese |
Upper level |
No |
No |
No |
No |
No |
No |
Subway |
Upper level |
No |
No |
No |
No |
No |
No |
A&W |
Upper level |
No |
No |
Yes |
No |
No |
Yes |
Manchu Wok |
D Food fare |
No |
No |
Yes |
No |
No |
Yes |
All others (appr. 5) |
D Food fare |
No |
No |
No |
No |
No |
No |
Tim Hortons |
Concourse D |
No |
No |
Yes |
No |
No |
Yes |
Chilis |
Concourse D |
No |
Yes |
No |
No |
No |
No |
Felix & Norton |
Concourse D |
No |
No |
No |
No |
No |
No |
Starbucks |
Concourse D |
No |
Yes |
Yes |
No |
No |
Yes |
Toast Cafe & Grill |
Concourse A |
No |
No |
No |
No |
No |
No |
1 The Official Languages Branch, which used to be part of the Treasury Board Secretariat, was transferred to the new Public Service Human Resources Management Agency of Canada on December 12, 2003.
2 Please note that some sectors of these institutions were transferred to the new Canada Boarder Services Agency on December 12, 2003. However, the details of these transfers were still unclear at the time the report was being prepared. Consequently, it was deemed more practical to use the organizational structure in place at the time the audit took place.
|
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