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Audit of the Bilingual Weather and Environmental Services Provided on the Environment Canada Automated Telephone Network

 

 

 

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November 2008

Table of Contents

Highlights

Introduction

Scope of the Audit and Methodology

Legislative and administrative framework

Observations and Recommendations

Objective 1 - Ensure that Environment Canada senior management is committed to applying Part IV of the Official Languages Act by providing adequate bilingual services to the Canadian public, particularly weather and environmental services offered on the automated telephone network.

Accountability framework
Policy on official languages or guidelines for service to the public
Action plan for official languages
New 511 telephone service
Performance evaluations
Communication of requirements for providing services in both official languages

Objective 2 - Ensure that the Meteorological Service of Canada’s designated bilingual points of service make an active offer and provide adequate weather services in the official language chosen by the public on the automated telephone network.

Active offer of bilingual services and delivery of weather services in both official languages on the automated telephone network

Objective 3 - Ensure that the Meteorological Service of Canada effectively monitors the quality of weather services offered in both official languages on its automated telephone network.

Monitoring mechanisms and quality services management

Conclusion

Appendix A
Audit objectives and criteria

Appendix B
List of recommendations for each objective, Environment Canada’s action plan and our response