French-language Services Plan for the Nova Scotia Pension Agency for 2010-2011
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Message from the CEO
As the pension and investment administrator for Nova Scotia’s provincial pension plans, we continually seek opportunities to enhance the services that we provide to plan members, retirees, and employers. Our commitment to excellence, in the crafting and delivery of all communications, promotes the inclusion of clients who may prefer to receive communications in French. This plan addresses some of the current initiatives being explored.
Responses to verbal and written requests from the public to communicate in French
All written requests in French are responded to in French within 3 business days of receipt of the request.
Verbal requests are responded to in French in most instances. Should these resources not be available, the Office of Acadian Affairs is contacted to make appropriate arrangements.
Contributing to the preservation or growth of the Acadian and francophone community
The ability to receive service in French contributes to the Francophone identity of Acadians and other Francophones in Nova Scotia, which is integral to the preservation of this community. By providing service in French to members of this community, members of the pension plans in our care, the Agency helps support this identity.
Goals, Objectives and Measures for 2010 -2011
Corporate Objective 1.
Strengthen the policy, regulatory, and administrative framework in support of the French-language Services Act.
Progress in reaching specific goals and objectives set for 2009-2010
- Made progress on internal service policies, with regard to providing services in French and thereby enhancing services available in French. Specifically, the Agency was successful in hiring three fully bilingual staff to fill front-line service roles.
Specific goals and objectives for 2010-2011.
- Continue to review internal policies with regard to providing services in French and enhance services, themselves, to improve our focus on French language clients.
Specific measures which will be taken to achieve these goals and objectives in 2010-2011
- Identify policies where changes may be required in order to expand French language capabilities.
- As part of any business process review or client service change, identify those that would benefit from French language improvements.
- Continue to support the work of the Office of Acadian Affairs and the implementation of the French-language Services Act, through our Dept. of Finance representative on the French-language Services Coordinating Committee.
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Corporate Objective 2.
Consult with the Acadian and Francophone community.
Progress in reaching specific goals and objectives for 2009-2010
- The 2009-2010 Client Satisfaction Survey was not undertaken during the past year.
- Our Employer Services team did raise the issue of French-language services with our employer contacts, on a routine call basis, and no employers yet require our employer-focused services or communications in French. However, we will continue to monitor this, as the needs of employers change over time.
Specific goals and objectives for 2010-2011
- If we undertake a Client Satisfaction Survey, we will include specific questions around the delivery of service and communications, in French.
Specific measures which will be taken to achieve these goals and objectives in 2010-2011
- No Client Satisfaction Survey is planned for this fiscal year; rather, it will be considered next.
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Corporate Objective 3.
Communicating, sharing information, and promoting services available in French.
Progress in reaching specific goals and objectives for 2009-2010
- Provided quick access to our French Language Services Plan, in both languages, on our NSPA web site.
- As our bilingual service consultants answer the phone, they greet our customers in both English and French, to promote their ability to provide service in both languages.
- At our Agency reception desk, and at the desks of our bilingual consultants, signage is displayed as to our ability to communicate in French, i.e. ‘Bonjour’ materials.
Specific goals and objectives for 2010-2011
- Enhance frequently-used, client-facing communications.
- Our bilingual consultants have reviewed frequently-used forms and have recommended translation of those most commonly used or of the most impact to members.
- Our top two most frequently used forms, the Pension Estimate form and Termination Options letter, are now available in French.
- As well, a ‘French Services’ tab will be added to our NSPA web site in order to warehouse French forms and communications, as they are developed.
Specific measures which will be taken to achieve these goals and objectives in 2010-2011
- Add to NSPA’s web site, adding a distinct tab where French forms and communications will be warehoused for customer use.
- Translate four of our most frequently-used, client-critical forms and provide them in hard copy as well as via the web. Capitalize on the Office of Acadian Affairs' translation services, to accomplish this in the most cost effective manner re: cost to pension plans.
- Publicize French-language capabilities in 2010-2011 active member, retiree, and employer newsletters.
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Corporate Objective 4.
Support French-language services development, planning and delivery in priority areas.
Progress in reaching specific goals and objectives for 2009-2010
- Our hiring of three bilingual service staff has very much enhanced our current capability and enables us to identify improvements into the future.
- We have reviewed existing and potential French-language service capabilities and continue to include this as a component in our strategic and operational planning activities.
Specific goals and objectives for 2010-2011
- Continue to develop French-language services, as informed by our French customers through their interactions with our bilingual staff.
Specific measures which will be taken to achieve these goals and objectives in 2010-2011
- Continue to provide staff with opportunities, learning tools and financial support to develop French-language skills and to enhance them over time.
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