Actually, we did have tools, but they were flawed. The objectives were not laid out clearly enough. For instance, what we want now are new performance measures so we can improve our performance. We want to reduce the number of instances where people do not receive service in French. We want to improve our positive response rate so that more French-speaking employees feel free to use the language of their choice in the course of their daily work such as writing memos. One way to measure that may be through a survey. That is the kind of thing that our last plan was lacking and that we are trying to improve this time around.
On March 22nd, 2011. See this statement in context.