French language services presentation best pratices css and active offer v11

MTO FRENCH LANGUAGE SERVICES OFFICE

OPS Service DirectiveDelivering Quality Services in French

Presentation for Staff Managing or in aDesignated Bilingual Position

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Purpose

Highlight changes made to OPS Service Directive (April 2013)

Active offer of service and best practices for common service standards delivered in French

Identify tools available to staff

Highlight achievements and opportunities

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OPS Service Directive and the French Language Services Act

The French Language Services (FLS) Act was introduced in 1986

Under the Act, the public has the right to receive government services and communications in French in 25 French-designated areas of the province

There are over 600,000 Francophone citizens in Ontario

The public (under the Act) includes individuals, industry, businesses, greater public sector, grant recipients, not-for-profit organizations, municipalities and community stakeholders

Click here to learn more about the Act

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OPS Service Directive

As part of the mandatory requirements of the directive, all ministries must:

Measure and report performance on Common Service Standards (CSS)

Establish and communicate a clear process to receive and respond to feedback and complaints from clients by telephone, in person, e-mail, regular mail and other electronic channels

Adhere to all legislative requirements which include:

The provision of services in French in accordance with the French Language Services Act (FLSA) and the Communications in French Directive - see Guidelines for best communication practices

Actively offering (see slides XX) services in French to Ontario’s Francophone citizens

Accessibility requirements

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What is the “Active Offer”?

It is a set of measures taken by government agencies to ensure that French-language services (FLS) are:

clearly visible readily available easily accessible publicized and that the quality of these services is equivalent to that of services

offered in English

It applies to all forms of communication, i.e. signage, notices, correspondence, e-mails, social media, the initiation of communication with French-speaking clients…

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Why Use the “Active Offer”?

Use of the Active Offer is an indicator that services are readily available in French in the respective location

Promotes good customer service

Fosters a proactive and professional culture (regardless of whether services are delivered in English or French)

Reduces the number of complaints received by the Ministry and the French Language Service Commissioner’s Office

The Active Offer « Hello! Bonjour! »is simply a matter of mutual respect!

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French Language Service (FLS) Best Practices in the case of CSS are important as they promote the active offer of service in French which, if well implemented, will help minimize the number of official complaints received from Ontario’s French Language Service Commissioner

A formal process is in place within the ministry to respond to incoming complaints from the French Language Service Commissioner

Common Service Standards and French Language Service (FLS) Best Practices

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FLS Best Practices: •

•The active offer of service (in 25 designated areas) is provided at all times by employees – “Hello, bonjour”

•Services are offered in English and / or French during all business hours

•Staff deliver the same quality of services to French-speaking customers as they do for English-speaking customers

The services delivered to French-speaking customers is within a comparable time frame as English-speaking customers

Common Service Standards – In-Person

StandardsCore business hours for staff-assisted services will be at least 8:30 a.m. to 5 p.m. from Monday to Friday (except holidays), unless otherwise posted

When visiting an in-person centre without an appointment, wait time will be less than 20 minutes unless otherwise posted

StandardsCore business hours for staff-assisted services will be at least 8:30 a.m. to 5 p.m. from Monday to Friday (except holidays), unless otherwise posted

When visiting an in-person centre without an appointment, wait time will be less than 20 minutes unless otherwise posted

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Common Service Standards – Mail/Fax

FLS Best Practices: •

•Correspondence (mail, faxes, complaints) submitted in French receive a French response

•Translation time is factored into turnaround time

•Contact Translation Services (Communication Branch) to have responses to correspondence translated into French

•French correspondence is flagged in CTIS (select French in the language drop down box)

StandardsCorrespondence by mail or fax that requires a response will be answered in 15 business days

If a conclusive response is not possible, an interim response along with an estimated date for a complete response will be provided within 15 business days

StandardsCorrespondence by mail or fax that requires a response will be answered in 15 business days

If a conclusive response is not possible, an interim response along with an estimated date for a complete response will be provided within 15 business days

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Common Service Standards – Email / Online

FLS Best Practices:

•Communication (complaints, email / online messages) submitted in French receives a French response •French correspondence is flagged in CTIS (select French in the language drop down box) •Contact Translation Services (Communication Branch) to have technical or voluminous documents translated •Translation time is factored into turnaround time

•Email signature block is in English and French (designated staff)

•Out of office message is in English and French (designated staff)

StandardsE-mails and online messages that require a response will be acknowledged in two business days and answered in 15 business days

If a conclusive response is not possible, an interim response along with an estimated date for a complete response will be provided within 15 business days

StandardsE-mails and online messages that require a response will be acknowledged in two business days and answered in 15 business days

If a conclusive response is not possible, an interim response along with an estimated date for a complete response will be provided within 15 business days

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Common Service Standards - Telephone

StandardsCalls will be answered by the third ring during core business hours or directed to voice mail

Calls will be returned within one business day (24 hours)

Calls received through contact centres during core business hours will be answered within two minutes unless otherwise communicated

StandardsCalls will be answered by the third ring during core business hours or directed to voice mail

Calls will be returned within one business day (24 hours)

Calls received through contact centres during core business hours will be answered within two minutes unless otherwise communicated

FLS Best Practices – Live Answer:

•A bilingual greeting (Ministry of Transportation / bonjour) is used by staff in French-designated positions or all staff answering a public inquiry line serving any of the 25 designated areas

•Ensure staff is familiar with the process of transferring a French call to a French representative

•Keep an updated contact list of French representatives to whom you can transfer a call

•Ensure sufficient bilingual staff is available to provide coverage during core business hours

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FLS Best Practices – Automated Telephone Systems

Formatting automated telephone systems: •Automated telephone systems are often the first point of contact for the public looking for services

•Formatting of automated telephone systems directly impacts the customer service experience of both English and French-speaking clients

•Various levels of technology and systems are used within the ministry for automated telephone systems. Some such as the technology found in Contact Centres have a lot of formatting options and offer the most flexibility

•Other systems such as Octel, which were conceived as voice mail systems have been formatted and used as public inquiry lines, but have more formatting limitations

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FLS Best Practices – Automated Telephone Systems

Formatting automated telephone systems: •Automated telephone systems are bilingual and the language option is given as early as possible in the recording. “Welcome/Bienvenue” is used at the onset of the recording

•Option to select language preference as English or French is available at the outset of the main greeting

•Once language selection is made as either English or French all menu and sub-menu options are recorded identically in English and French

•The option to speak to a live operator is offered within the preliminary set of English and French menu options

•Temporary or after hour messages are recorded in English and French

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FLS Best Practices – Automated Telephone Systems

Formatting automated telephone systems: •Emergency broadcast messages are in English and French

•Provide TTY lines when establishing toll-free numbers

•Build capacity for TTY in English and French and capability to leave a message

•Queue design is set up to have customer service agents answer in the language initially selected by the client

•Contact Translation Services (Communication Branch) to have your automated telephone system script translated

•The voice recording should be performed by a person with superior level French

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FLS Best Practices - Voice Mail ProtocolStaff in Designated Positions

Record a bilingual voice mail greeting

Begin by using a French greeting such as "Bonjour“ followed by your name(unless there is a security issues)

Provide the following information in English:

Your branch, division or ministry name Current date or week range State whether you are in or out of the office State timeframe for returning call Provide a bilingual zero out option or alternate number for immediate

assistance in French Use an extended absence greeting when out of office one business day

or longer Enable TTY users to leave a message after business hours

Repeat in French the information recorded in English

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Sample Voice Mail MessageIn the Office

Bonjour, you have reached (name) in (either: Branch / Division / Ministry) on (date). I am in the office today, but unable to take your call at this time. At the tone, please leave your name, telephone number and a detailed message and I will return your call within 24 hours. For immediate assistance (press zero on your touch tone phone or dial alternate number) and a member of our staff will be happy to assist you. Optional: Thank you and have a nice day!

• Vous avez rejoint (nom) de la/du (soit : direction / division / ministère) le (date). Je suis au bureau aujourd’hui, mais dans l’impossibilité de prendre votre appel. Après la tonalité veuillez laisser votre nom, numéro de téléphone ainsi qu’un message détaillé et il me fera plaisir de vous rappeler d’ici 24 heures. Pour de l'aide immédiatement, appuyez sur le zéro ou composez-le (numéro de téléphone) et un membre de notre personnel se fera plaisir de vous aider. Option : Merci, passez une belle journée!

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Sample Voice Mail MessageAbsence from Office - No Access to Voice Mail

Bonjour, you have reached (name) in (either: Branch / Division / Ministry) on (date). I am away from the office with no access to voice mail. If you require immediate assistance, please (press zero on your touch tone phone or dial alternate number) and a staff member will assist you. If you wish to leave a message, please do so after then tone and I will return your call upon my return to the office. Optional: Thank you and have a nice day!

• Vous avez rejoint (nom) de la (soit : direction / division / ministère) le (date). Je suis hors du bureau sans accès à ma boîte vocale. Si vous avez besoin d'aide immédiatement, appuyez sur le zéro ou composez le (numéro de téléphone) et un membre de notre personnel vous répondra. Si vous désirez laisser un message, faites-le à la tonalité et je retournerai votre appel dès mon retour au bureau. Option : Merci, passez une belle journée!

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Sample Voice Mail MessageAttending Meetings

Bonjour, you have reached (name) in (either: Branch / Division / Ministry) on (date). I will be in meetings throughout the day and will be checking voice messages periodically. If you require immediate assistance, please (press zero on your touch tone phone or dial alternate number) and a staff member will assist you. If you wish to leave a message, please do so after then tone I will return the call within 24 hours. Optional: Thank you and have a nice day!

• Vous avez rejoint (nom) de la (soit : direction / division / ministère) le (date). Je serai en réunion toute la journée et vérifierai ma boîte vocale périodiquement. Si vous avez besoin d'aide immédiatement, appuyez sur le zéro ou composez le (numéro de téléphone) et un membre de notre personnel se fera plaisir de vous aider. Si vous désirez laisser un message, faites-le à la tonalité et je vous rappellerai d’ici 24 heures. Option : Merci, passez une belle journée!

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Achievements and Opportunities

In 2007, MTO began the integration of FLS Best Practices into our Common Service Standard (CSS) review protocol

CSS and FLS Best Practices were benchmarked for public inquiry lines, internal staff lines and correspondence

Since 2007, the ministry has made great strides because of a number of factors:

Ongoing educational efforts

Overall increase in understanding and awareness

Buy-in at all levels of the organization

System upgrades that have allowed for efficiencies in customer service

Staff engagement in delivering an Active Offer of Service

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Achievements and Opportunities

Our achievements at a glance!

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Achievements and Opportunities

FLS Office receiving requests for additional information on best practices for telephone standards and in-person services

Will continue to seek opportunities for improvement and build on the number of tools available to managers and staff on the MTO FLS Intranet

Staff interested in French Language training should contact the MTO FLS Office to discuss types of training available

Thank you for your on-going collaboration and commitment to the provision of customer-centered services

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Resources

MTO FLS Intranet Site Active Offer / Common Service Standards French Language Training Staffing & Managing Designated Bilingual Positions – A Practical Guide to Managers Translation Services

FLS Office contacts: Rachel Baril – 905 704-2045 Sheryl Sumbler – 905 704-2046

Communications in French Directive Communications Guidelines

Office of Francophone Affairs Intranet Site

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“Active Offer” as an Everyday Practice

• Use a bilingual greeting (good morning, bonjour) at the counter or on the phone to let clients know that services are available in English and French

• Provide service in the language chosen by your client, English or French

• Respond in French to all correspondence received in French

• Post signs indicating that services are available in English and French at your location

• Display bilingual and or English/French publications. Use bilingual forms or separate English and French versions

• Ensure adequate number of bilingual staff are available to provide quality services in French during all business hours

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“Active Offer” as an Everyday Practice

Phone coverage during absences (vacation, sick, lunch hour, meetings) A bilingual staff member is recommended for coverage Ensure that staff answering public enquiry line or designated staff line are aware of their

responsibilities when handling calls coming on a designated line Active Offer is used (English and bilingual speaking staff) Process in place for handling/transferring French calls Staff trained on phone system(s) to transfer a call Contact list of French-speaking representatives is available to transfer the call Plan in place in for back-up coverage

Rotational shift work Plan in place for coverage of staff in designated positions

Staff covering designated position are aware of responsibiilities for managing public enquiries Billingual contact cards made available to the public Contact list of French-speaking representatives available to assist with the enquiry Commitment made to provide a response within possible timeframe (when bilingual staff is available)

For other cases that are not identified in this slide deck, contact FLS Office for options to minimize disruption in meeting FLS obligations

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FLS Best Practices – Interactive Voice Response Systems

Recorded Voice Messaging: IVR telephone system used to handle large call volumes

Main greeting is recorded in English and French

Language preference option is available (English or French)

Selected language (English or French) is available throughout menu and sub-menu options

Menu and sub-menu options are recorded identically in English and French

After hour or special messages are recorded in English and French

Ideally, recording performed by one person with superior level French

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FLS Best Practices – Automated Telephone Systems

Formatting automated telephone systems: •Automated telephone systems are bilingual and the language option is given as early as possible in the recording. “Bonjour” is used at the onset of the recording

•When using an Interactive Voice Response (IVR) System, option to speak to a live operator is offered within the preliminary set of English and French menu options

•Provide TTY lines when establishing toll-free numbers

•Build capacity for TTY in English and French and capability to leave a message

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FLS Best Practices – Automated Stand Alone Systems

Recorded Voice Messaging: •Stand alone system (such as Octel) used for voice mail products and services

•Voice mail greeting is recorded in English and French

•Menu options are recorded identically in English and in French

•Options to select language preference is available at the outset of the main greeting

•Menu options and sub-menu options are available either all English or all French

•Ideally, recording done by one person

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FLS Best Practices – Dual Purpose Telephone Lines

Recorded Voice Messaging: •Used in some regions/program areas for public enquiries as well as an internal staff line

•Recommendation is to record a generic voice message instead of a personal voice message

•Recording should be in English and French

•Active offer should be used in English greeting or a statement that a French message will follow