Table of Contents
Message from the President of the Treasury Board
Speaker of the Senate
Speaker of the House of Commons
Summary
I. Introduction
II. Overview of Delivery of the Official Languages
Program in Institutions Subject to the Official
Languages Act
Main issues for the past year
Other matters and special implementation activities
Challenges
III. The Action Plan and the Official Languages Program-
Toward an Exemplary Public Service
Official Languages Innovation Program
Policy review
IV. The Change in Culture is Being Implemented Progressively
Support for leadership
Awareness activities of the Official Languages Branch
Official languages networks
Official Languages Quality Management System for Language of
Work,
Canada Revenue Agency-Phase II
V. Research Activities
Study on receptive bilingualism
Review of language training and testing
Study on the reintegration of second-language learners into
the workplace
Study on official languages and visible minorities
VI. Institutions Serving Canadians
Status update
Impact of the 2001 Census data on offices
and service points
VII. Official Languages in the Workplace
Status update
Conditions conducive to the use of English and French
VIII. A Representative Public Service
IX. Performance Measurement and Accountability
A new approach to performance measurement
Advisors' interventions with institutions
The new model for measuring institutions' performance
Audit activities
Self-assessment tools
X. Looking Ahead
Statistical Appendix
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