Principles Governing Services to Users and Service Delivery Structure
Policy & Design » LMDA Coordination and Analysis » Québec
4.1 Services to users
4.1.1 The parties agree on the following principles with respect to services to users:
- convenient access to programs and services;
- courteous, considerate and timely service;
- flexible and innovative approaches to the labour market and the community's needs;
- optimization of individuals' potential and respect for human dignity; and
- special attention to groups with specific needs.
4.1.2 Québec shall deliver the active employment measures and the national employment service functions for which it is responsible to all employment insurance users, regardless of the length of time for which that person has been a resident of Québec.
4.1.3 Québec agrees that priority access to active employment measures will be given to active employment insurance claimants. Priority access to screening and employment counselling shall also be given to active employment insurance claimants.
4.1.4 With respect to arrangements relating to the language of service in which Québec will deliver the active measures and the national employment service functions for which Québec shall become responsible under this Agreement, the agreement of the parties in that regard was established through their exchange of letters on March 25 and 28 and April 8, 1997, copies of which are attached as an Appendix, with which both parties state that they are satisfied, and which form an integral part of this Agreement.
4.1.5 In this clause, as throughout this Agreement, the term "active employment insurance claimant" means the employment insurance claimant for whom a benefit period is established.
4.2 Service delivery structure
With a view to maintaining or improving the quality of services to users, the parties agree to specify in the implementation agreement:
- the service delivery structure;
- the nature of the services provided;
- the timetable for relocation and organization of points of service and transferred employees;
- the necessary arrangements for purposes of service delivery;
- the appropriate links between the respective information systems.