Allow me to explain the difference between a unilingual service centre and a bilingual service centre.
In a unilingual service centre, management and oversight are carried out in one language. It could be French in Quebec or English elsewhere. The entire monitoring and management structure is in English. The employee is obliged to speak English.
The materials we would need to be able to offer quality service concerning a program that is as complex as employment insurance, or the pension system, is not available in the French offices, or in the English offices if that is the case.
In order to ensure the monitoring and quality and adequate service, there has to be management. The team leader and the manager must be able to see if the information officer is providing precise information.
In a bilingual service centre, obviously all of these structures and corrective measures are in place.