Ottawa, January 28, 2003
FOR IMMEDIATE RELEASE
Single window networks: An effective way to offer government services in both official languages
The Commissioner of Official Languages, Dr. Dyane Adam, published a study today that examines the single window networks created by the federal government to serve as access points for government services. Dr. Adam stated that this is a promising initiative: "The single window networks are a new way of meeting the needs of the Canadian public that bring together in one location the services of the federal government, and sometimes those of several orders of government or of the private sector as well. This "one-stop-shopping" model allows federal institutions to make the best possible use of their bilingual resources. I believe that it could lead to an improvement in the quality of service delivery in both official languages, compared to the less than acceptable situation we found in several parts of the country during our most recent audits."
The federal government has created two major single window networks: The Canada Business Service Centres Network (CBSC) and a network of Service Canada Access Points for in-person service across rural and urban Canada. This network is supported by the 1 800 O-CANADA line and the Canada Web site.
"The single window networks have undeniable advantages for Canadians. These advantages are even more apparent for the minority official language communities since 'one-stop shopping' allows them easier access to information in their own language, without requiring them to consult many different sources, some of which may not be equipped to help them in their language," declared Dr. Adam.
The study singles out the Canada Business Service Centres in New Brunswick and in Quebec (Info entrepreneurs) for providing an exemplary level of bilingual service. In Manitoba, two bilingual service centres opened their doors in 2002 in Saint-Boniface and Saint-Pierre-Jolys. As well as offering services from all three levels of government in both official languages in one location, these centres are public spaces where Francophones can use their language in the workplace.
Dr. Adam believes that the single window initiative must be more flexible and better adapted to take into account the specific needs of smaller minority official language communities. For example, in Saskatchewan, the Assemblée communautaire fransaskoise (ACF) has been proposing the creation of a single window satellite network since 1999. Recent studies by the Office of the Commissioner have shown that the bilingual capacity is weak in federal offices in Saskatchewan. "I recommend that the federal government give careful consideration to this project, because such a network would allow for a more equitable access to services in both official languages in Saskatchewan."
The Commissioner makes several recommendations in the study to ensure that the single window networks fully respect the Official Languages Act. "The federal government is ultimately responsible for the quality of service delivery in both official languages and it must do everything possible to ensure that its private sector partners and the other levels of government involved in these centres understand and respect the language requirements."
"I strongly encourage the government to commit resources for the long term to maintain and improve this single window initiative which offers many advantages. By adapting the single window networks to local and regional needs, the federal government is contributing to the fulfillment of its commitment to enhance the vitality of Canada's minority official language communities," Dr. Adam concluded.
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To order copies of this study, please call 613-996-6368 or 1-877-996-6368.
