Yes. I'll probably ask Madame Charlebois to go into greater detail.
What we found was, on the one hand, as you say in reference to your riding, an exemplary use of active offer, of greeting people by saying, “Hello, bonjour”. Sometimes employees weren't quite sure how to handle things beyond that if they were not bilingual themselves, even though Parks Canada at the time of the Olympics had put out an excellent video for employees on precisely what to do if they were not bilingual but had somebody who was seeking information in the other language. It showed employees saying, “Un moment, s'il vous plaît”, and taking the phone, knowing where they could get in touch with a bilingual colleague. There were a number of other structural recommendations that we made.
Ghislaine, could you elaborate?