Thank you for the question.
The grade the commissioner gave us confirms that we still have a lot of work to do. We reviewed the former plan and wondered what we can add to it to improve our results. We have taken more specific steps. We know, for instance, that when someone arrives in our offices, that person does not automatically hear “Hello; bonjour.”
We do that on the phone quite well. In over 85% of cases, in fact; so we got a good grade on telephone service in both official languages.
However, in-person response leaves something to be desired. To improve the situation, we have taken specific measures; we ourselves asked for an assessment to be done four times a year, so that office managers can check their progress, and get a picture of what is going on in their offices every three months.