I will start with position identification. I'd like to explain how Public Works went about this. We reviewed 14,000 positions in the department over the course of the last year, to determine in which positions employees are in contact with the public and what the appropriate level of bilingualism is for these positions. We have now completed that exercise. Certain positions have been revised upwards, while others have been revised downwards. Our objective is for all positions where employees are in contact with the public to be bilingual. And that exercise has now been completed.
We then looked at the bilingualism level of the current incumbents of those positions. We determined that, at this time, the people on the front line providing service do have the required level.
One exercise that is needed involves changing the culture, so that it becomes natural, in terms of active offer, to greet people in both languages. For telephone service, I believe we received a rating of 80%. So, it's natural to greet people with: “Bonjour, hello, good morning”. However, in person, even though we have visual signs, such as one stating that we provide services in both languages, employees often tend to only answer in their own language. So we have developed a kit to equip our employees with written texts, scripts, and so on, to help them develop that reflex and thereby change the culture.
Now we have only just distributed our kit. And we have just received our rating, which is 50%. This is one of the areas where we will really be trying to work with employees over the next few months to develop their spontaneity in terms of addressing a client in both languages.