Service Nova Scotia and Municipal Relations Service Nouvelle-Écosse et Relations avec les municipalités

Transcription

1 Service Nova Scotia and Municipal Relations Service Nouvelle-Écosse et Relations avec les municipalités 2012/2013 Services Plan Kevin Malloy, CA Deputy Minister Date:

2 Table of Contents Introduction to Service Nova Scotia and Municipal Relations Policy on written and verbal communications in French Services Inventory Bilingual Capacity Municipalities, Municipal Services and egovernment Communications, Publications and Translated Material Online Services, Business Services and Website Public Consultations Progress in Reaching for Goals,, and Measures for Priorities of the Acadian and Francophone Community Conclusion Service Nova Scotia and Municipal Relations - 1 -

3 Introduction to Service Nova Scotia and Municipal Relations Service Nova Scotia and Municipal Relations is an incredibly diverse department that delivers programs and services to citizens, businesses and municipalities. We also support citizens through programs and regulations covering safety, rental and condo properties and alcohol and gaming. Our dedicated employees process 90% of the routine interactions Nova Scotians have with the provincial government, from renewing a driver s licence to registering a business. We serve Nova Scotians in person at Access NS Centers across the province as well as by mail, phone and online. We work across departments and with other levels of government to improve service to citizens and businesses. Making the most of our technology and our strong relationships with other governments and organisations to effectively deliver programs and services and help build strong, sustainable communities. Service Nova Scotia and Municipal Relations - 2 -

4 Message from the Deputy Minister We are pleased to share the 2012/2013 Service Nova Scotia and Municipal Relations Frenchlanguage Services Plan with you. This plan outlines the progress we have achieved in our delivery and implementation of services in 2011/2012 and identifies the priorities and initiatives for the Department in 2012/2013. The Department has been steadily increasing the services offered in French since our first Services plan in This past year saw us continue to offer bilingual services across our three major service channels: in-person at our Access Nova Scotia Centres in Dartmouth, Yarmouth and Sackville, at our Land Registration Offices in Yarmouth and Weymouth; services are also available over the phone in the Provincial Contact Centre and online via our website. This year web traffic increased by 20%, with 55,000 visits to our French web pages. We expect this number to grow as we continue to offer new programs and services in French and English and as they are introduced online. We continued to work closely with the Office of Acadian Affairs and the Services Coordinating Committee on issues such as communications, public consultations, human resources, and recognition. While some of our French-Language service development work is completed behind the scenes, its aim is to help maintain strong, Acadian communities throughout Nova Scotia. Our goals and objectives for the upcoming year will focus on improving our capacity to manage the delivery of services as we build on our strong base of existing services. We will continue to expand Services to the Acadian and francophone community to enable improved interaction with government in the delivery of information, programs and services, in their own language. We would like to thank the community for its participation in the public consultation on licence plates. The success of this new Acadian Flag Licence plate is in part due to your valuable input, we look forward to seeing the new plate on vehicles across the province. Kevin Malloy, Deputy Minister Service Nova Scotia and Municipal Relations - 3 -

5 Policy on written and verbal communications in French The Department responds to verbal and written requests from the public in a timely manner in French whenever possible. Written correspondence received from the public is replied to in the language of the original correspondence; translation of written correspondence is arranged through the Department s Services Coordinator. Services Inventory Service Nova Scotia and Municipal Relations began offering services in the fall of To date, the following progress has been made to increase and improve our services, publications, and program information in French: Bilingual Capacity Staffing Bilingual staff are currently located in the following offices across the province: In-person Registry of Motor Vehicles services are provided in French in the Dartmouth, Sackville and Yarmouth Access Nova Scotia Centres; In-person services are available in French at Land Registration Offices in Weymouth and Yarmouth; Bilingual staff are available in the Business Registration Unit to serve business clients; Telephone service is provided in French in the Provincial Contact Centre for Registry of Motor Vehicles, Vital Statistics, Residential Tenancies, Public Enquiries and Tourism s print information service; A bilingual web developer provides support for creating and updating Frenchlanguage web pages; and A services coordinator plans initiatives for the department and represents the department on the Services Coordinating Committee and its sub-committees. Job postings Service Nova Scotia and Municipal Relations managers and directors are encouraged to consider language capacity when hiring staff by including the statement "Bilingual ability in French and English will be considered an asset" in job postings. Successful candidates who self identify as bilingual are asked to participate in Frenchlanguage testing to certify their language proficiency level (beginner, intermediate, advanced). Service Nova Scotia and Municipal Relations - 4 -

6 Municipal Services, egovernment and Municipalities Municipal Services On the municipal front, our department works closely with the province s municipalities to help maintain strong communities throughout Nova Scotia. Municipal Services advisors and planners worked closely with the province s Acadian and francophone regions and municipalities on issues of importance to them. The Municipal Services Division provided funding assistance to Acadian and francophone regions and municipalities through The Nova Scotia Transit Research Incentive Program (NS-TRIP), Accessible Transport Assistance Program (ATAP) and the Community ACCESS-abitiy Program and the Emergency Services Provider Fund (ESPF). The following organisations and groups qualified for funding: Le Cooperative De Transport Cheticamp Le Transport De Clare Tri-County Women s Centre Main-à-Dieu Community Development Association Digby Ground Search & Rescue Framboise / Fourchu Volunteer Fire Department Inverness Volunteer Fire Department Weymouth Volunteer Fire Department. egovernment Municipal Services staff work on egovernment initiatives in collaboration with the province s municipalities, with a focus on shared services that optimize the use of technology to offer services that are cost-effective and secure. The following are examples of initiatives coordinated through egovernment: Municipal Government Website eventure initiative to include French content; UNSM s Partnership Project on civic engagement in municipal government; and SNSMR s Online Services study on software to register Municipal recreational services. Municipalities access to translation services Municipalities with strong Acadian and francophone populations that do not currently have French Language information on their websites are encouraged to provide French Language Information and Services. This encouragement comes through the continued roll-out of BizPaL and access to Acadian Affairs, Translation Services for website content. Service Nova Scotia and Municipal Relations - 5 -

7 Communications, Publications and Translated Material Publications and Translations In 2011/12, we translated material and made available the following documents and information in French in print and in electronic format: Registry of Joint Stock Companies - Society & Cooperative Branch Updated the Special Resolution Forms: By-laws Form and Memorandum of Association Form Vital Statistics Work is underway on publications and forms that will support the new integrated services for Birth and Bereavement - First Comes Baby, then comes the paperwork - What you have to do after someone has passed away - New Bilingual Live Birth Registration Form - Five New Bilingual Birth Affidavits Bicycle Safety Booklets updates and translations related to regulation changes Nova Scotia Bicycle book Drivers Handbook translation of the insert outlining changes to the Motor Vehicles Act Municipal Services - Municipal Climate Change Action Plan Guidebook Online Services, Business Services and Website The following online French information has been updated: Online Services in French are available for the following transactions: o Birth, death, and marriage certificate requests and payment on account o Change of address o Collections online payments o Driver test payments o Knowledge (written) test payments o Fine payments o Municipal parking ticket payments o Personal Property Registry* issues a bilingual report o Lien Check* issues a bilingual report o Teacher Certification online payments New o Online vehicle permit renewals integration with the Registry of Motor Vehicle system and the introduction of the new 10 day Interim Vehicle Permits New o Acadian Flag Licence Plate online renewal service New Service Nova Scotia and Municipal Relations - 6 -

8 Business services in French: o BizPaL business permits and licenses application o Registry of Joint Stocks: - Company Name Search and Name Reservation Request - Society Update Forms and Special Resolution Forms - By-laws form and Memorandum of Association Form Website: The following sections of the Department s website are available in French: o Acadian Flag Licence Plate o Access to Business o Alcohol Ignition Interlock program o Ask Us Public Enquries o Be a safe bicyclist o BizPaL - Business permits and licenses application o Co-operatives Branch o Consumer Awareness o Condominiums o Consumer Loans and Credit o Consumer Purchases o Consumer Services - Making Complaints o Consumer Alerts o Cemetery and Funeral Services o Debtor Assistance o First-Time Home Buyers Rebate o French-Language Services o Graduate Tax Credit o Heating Assistance Rebate Program o Life Events all sections o Nova Scotia Gift Cards o New Motor Vehicle Licence Plate designs o Online Services o Online Services Help Files o Petroleum Products Pricing, Promotions & Station Locations o Registry of Firewood Vendors o Registry of Joint Stock Companies o Registry of Motor Vehicles o Residential Tenancies o Service NS Permits and Licences listing o Vital Statistics o Your Energy Rebate Program Service Nova Scotia and Municipal Relations - 7 -

9 Public Consultations In 2011/12, SNSMR conducted four public consultations and in accordance with the French- Language Services Act and Regulations included options for members of the Acadian and francophone community to participate in the public consultation process by offering information and online surveys in French. licence plate consultation In the spring of 2011, the Government of Nova Scotia requested that SNSMR and Acadian Affairs consult Nova Scotians on an optional licence plate and a possible the donation fee. All Nova Scotians were invited to provide input on the design which pays tribute to Nova Scotia s Acadian and francophone heritage. The province gathered feedback for the initiative with a survey. It asked Nova Scotians to select one of four Acadian-themed licence plate designs and for thoughts on a possible donation fee, which would be used to support the long-term development of the Acadian and francophone community. More than 1500 Nova Scotians participated in the survey. The province used the public s input to select the final design, determine the donation fee and how the funds should be administered. Response channels consisted of an online opinion survey and a print ad containing the survey that could be mailed in or dropped off at any Access Nova Scotia office. All information was available in both languages and included print and radio ads to encourage public participation. The result of the consultation was the implementation and launch of the new optional Acadian Flag licence plate and the establishment of the Vive l Acadie Community Fund. Motor Vehicle Act (MVA) rewrite project consultations The Motor Vehicle Act is one of the largest pieces of legislation in Nova Scotia. It was last subject to a comprehensive review and rewrite in The Motor Vehicle Act (MVA) Rewrite project is a multi-year effort initiated in 2008 involving three partner departments - Service Nova Scotia and Municipal Relations, Transportation and Infrastructure Renewal and Justice. The first draft of the revised consolidated draft of the Motor Vehicle Act and regulations was recently produced. Twice over the past year, the drafting team sought the input and advice of interested stakeholders and the public on suggested policy changes contained within the first consolidated draft of the revised Motor Vehicle Act and regulations. The drafting team asked the public about proposed new rules for bicycles through a stakeholder consultation on bicycles. The second consultation was aimed at businesses and the team invited input from Motor Vehicle Dealers on specific policy issues and related questions regarding the Motor Vehicle Act and regulations. Service Nova Scotia and Municipal Relations - 8 -

10 Response channels for both consultations consisted of an online opinion survey; respondents could also participate by mail, or by telephone. Information on these consultations was available in French. The input from these consultations will inform the next draft of the Motor Vehicle Act and regulations. Petroleum Price and Volume Tracking (PPVT) system The Nova Scotia Utility and Review Board recommended that government consider the creation and implementation of a system to gather better information about petroleum prices and volumes. In the fall of 2011, Audit and Enforcement Requirements for a Petroleum Price and Volume Tracking System were shared with the public, retailers and wholesalers. Retailers and wholesalers were invited to complete an opinion survey to provide options for the provision of information that will assist the Department to determine how retailers and wholesalers will provide the department with the required information so government can proceed with the implementation of a Petroleum Price and Volume Tracking (PPVT) system. General information was available in French Requirements documentations and supporting materials were available in English The input collected from retailers and wholesalers will help determine how best to collect and track petroleum prices and volumes in Nova Scotia. Service Nova Scotia and Municipal Relations - 9 -

11 Progress in Reaching for Progress in Reaching Goals and for Objective 1: Framework and Policy Strengthen the policy, regulatory, and administrative framework in support of the Services Act 1.1 Administrative and Policy Framework The Office of Acadian Affairs, the Minister, and designated public institutions fulfill their obligations pursuant to the Services Act and Regulations. 1.2 Institutional Responsibilities Designated public institutions better fulfill their obligations pursuant to the Services Act and Regulations Continue to support the Office of Acadian Affairs with regards to the Services Act and Regulations Ensure representation on the Frenchlanguage Services Coordinating Committee Ensure representation on the sub committees of the Services Coordinating Committee Contribute to the Government s annual progress report on Services. SNSMR will maintain representation on the Services Coordinating Committee. SNSMR will continue to participate in the FLS interdepartmental Subcommittees for Human Resources and Communications. Contributed to the Government s annual progress report on Services by publishing a Departmental French-Language Services Plan. Participated in and represented SNSMR at Services Coordinating Committee Meetings. Continue to participate on two FLS interdepartmental Subcommittees: Human Resources and Communications. Service Nova Scotia and Municipal Relations

12 Progress in Reaching Goals and for 1.2 (continued) Institutional Responsibilities Designated public institutions better fulfill their obligations pursuant to the Services Act and Regulations Continue to promote the internal guideline on availability of Frenchlanguage services during all available business hours. Continue to identify possible areas where changes would allow for the development and delivery of new or expanded French-Language Services. Have the Government of Nova Scotia Public Enquiries form made available in French. Review internal policies to identify areas where changes are required to facilitate the delivery of services in French and develop or adapt policies as required. The Government of Nova Scotia s online contact form, Ask Us Public Enquires form will be made available in French. Reviewed internal policies to identify areas where changes would improve the delivery of services in French and developed or adapted policies as required. The Government of Nova Scotia s online contact form, Ask Us Public Enquiries form was made available in French. The new topic Services was included in the selections. This new topic allows the public to comment on Frenchlanguage Services provided by any Government Department. Service Nova Scotia and Municipal Relations

13 Progress in Reaching Goals and for Objective 2 Enabling Frenchlanguage Services Consult, plan, develop, and deliver Frenchlanguage services in priority areas 2.1 Consultations Designated public institutions deliver services that better respond to the priority needs of the Acadian and francophone community as identified through consultation. Continue provision of existing services across designated delivery channels. Continue to increase the amount of program content available in French on the Department s website. Maintain Services currently offered by phone in the Provincial Contact Centre, in person in our Yarmouth, Sackville and Dartmouth Access NS Offices, in the Business Registration Unit and online through Online Services and Ask Us. Identify and prioritize program areas (both new and existing) of the Department s website to be translated for example: - Consumer Protection Services, - Municipal Services, - Land Services. Over the last year we have increased the number of Services offered in person at Access NS Offices and increased the number of online services available on behalf of SNSMR and in partnership with other departments. Such As: The Acadian Flag Licence plate Ask Us Public Enquiries, Teacher Certification online, Tourism literature requests and destination information. This year the following content on the Department s website was made available in French: - Consumer Protection Services, - Acadian Flag Licence Plate, - Debtor Assistance, - Personal Property Registry information. Service Nova Scotia and Municipal Relations

14 Progress in Reaching Goals and for Continued 2.1 Consultations Designated public institutions deliver services that better respond to the priority needs of the Acadian and francophone community as identified through consultation. Encourage the translation of documents and publications such as manuals, forms and brochures. Encourage Acadians and francophones to become members of the various agencies, boards, and commissions. Encourage Acadians and francophones to participate in SNSMR public consultations/public meetings. Continue to keep an ongoing dialogue with Acadian and francophone community organizations to determine and prioritize the needs for Frenchlanguage government services. Support the translation of forms, brochures, manuals and other publications as opportunities become available. Inform Acadians and francophones of the various SNSMR agencies, boards, and commissions through the Provincial Want to make a difference Executive Council Campaign published in Le Courrier de la Nouvelle-Écosse. Publish support materials online to encourage Acadians and francophones to participate in SNSMRs public consultations/public meetings. Liaise with the Acadian and francophone community organizations though business and community events. Ongoing collaboration with Vital Statistics on the development of a bilingual Birth Registration form and five related affidavits. Support materials are also underway with two Vital Statistic publications for use in 2013: - First Comes baby then comes paperwork! Visit the Birth Registration Kiosk - What you have to do after someone has passed away SNSMR has 7 Non-Adjudicative and 2 Adjudicative Agencies, Boards and Commissions. The Public was encouraged to serve on these SNSMR agencies, boards, and commissions through the Want to make a difference Executive Council Campaign. In 2011/12 we invited feedback from businesses, municipal units and the public on three topics. Acadian and francophones were encouraged to respond in French either by phone, by mail or online. - Acadian Flag Licence Plate - Motor Vehicle Act Rewrite - Petroleum Price and Volume Tracking System Maintained ongoing dialogue and with Acadian and francophone community organizations by participating at business and community events encouraging the community to access SNSMR in French. Service Nova Scotia and Municipal Relations

15 Progress in Reaching Goals and for Objective 2 Enabling Frenchlanguage Services Consult, plan, develop, and deliver Frenchlanguage services in priority areas 2.2 Internal Communications Public service employees are more knowledgeable about the approach being taken by the government to provide Frenchlanguage services. They are more sensitive to cultural issues pertaining to the Acadian and francophone community and more aware of the requirements to communicate in French; they promote services in French to the public. Provide employees with increased access to information on Frenchlanguage services and knowledge about the Bonjour! Program, and the Acadian and francophone Community in Nova Scotia through: - orientation sessions, - SNSMR Intranet site, - through communications, - an active offer refresher. Provide FLS Service Delivery Staff that currently offer s services, a refresher on the active offer: Bonjour! Program. Encourage employees to: - say Bonjour!, - attend the Acadian Cultural awareness, session Acadie at a Glance. Work with SNSMR Communications staff to continue the development of a communications plan related to promoting new and existing French Language Services to the public in French. Setting a goal of more than two (2) press releases in 2011/12. Develop an internal Services Communications plan to promote SNSMR Services to all SNSMR employees. Work with Alcohol and Gaming to identify ways to promote Frenchlanguage services, cultural awareness and training. Presented information on French-Language Services and Bonjour! active offer along with Training opportunities at orientation sessions for new staff. Distributed the Bonjour! Access Nova Scotia Card at French-Language Services information sessions to promote Frenchlanguage services available at SNSMR. Promoted the use of the active offer within the Department and in Access Centres that offer French Language Service. Promoted and encouraged employees to attend the Acadian awareness session, Acadie at a Glance, offered by the Office of Acadian Affairs Encouraged program owners to include and consider producing French-Language communications when advertising and preparing for public consultations. Working to develop an internal Frenchlanguage Services Communications plan to promote SNSMR Services to all SNSMR employees in 2012/13. Working with Alcohol and Gaming to identify ways to promote and encourage services, cultural awareness and training. Service Nova Scotia and Municipal Relations

16 Progress in Reaching Goals and for Objective 2 Enabling Frenchlanguage Services Consult, plan, develop, and deliver Frenchlanguage services in priority areas 2.3 Communications with the Public The public is more aware of the approach being taken by the government to provide Frenchlanguage services and of the programs and services available to them. Continue to deploy phased redesign of the Department s website enabling greater awareness of Frenchlanguage services and improved user experience. Develop an advertising and communication plan to promote Services to the Public, encouraging the use of the self-serve aspects of the SNSMR website and the use of government services in general. Improve signage in Access Centres. Continue with the implementation of the Website Content and Design standards for web pages and the migration of French content into a web content management system. Explore the possibility of using a Bonjour! Government Frenchlanguage services promotional page on Facebook. Complete the planned review of the current signage at Access Centres and make recommendations for improved signage as necessary. Continued with the translation and migration of French content into a web content management system. Updated areas of the Department s website and revised French content such as: - Heating Assistance Rebate - Nova Scotia Gift Cards - Petroleum Products Pricing - Your Energy Rebate Program For a complete list see page 7. Met with Access Nova Scotia Directors to discuss improving signage at Access Centres. Advertised the new Integrated Online Vehicle Permit Renewal and 10 day interim vehicle permit. Advertised the availability of Online Services in Le Courrier de la Nouvelle- Écosse and with the Bonjour! Promo card Promoted the availability of Acadian Flag Licence plate online, with a bilingual brochure and with a print and radio advertising campaign Service Nova Scotia and Municipal Relations

17 Progress in Reaching Goals and for Objective 2 Enabling Frenchlanguage Services Consult, plan, develop, and deliver Frenchlanguage services in priority areas 2.4 Service Delivery Prioritization and establishment of services to be offered, and of strategies or approaches for service delivery. Review in-person service offerings in select offices and encourage recruitment of bilingual staff. Participate in the selection of a new bilingual Nova Scotia Government Online Store application. Participate in the following bilingual service initiatives: - Modernization of the Licences, Permits, Approvals, Registries and Certificates. (LPARC), - New Service Integration for Birth and death Registries, - New integrated service for Business Registrations. Explore the ability to offer new and revised French information online: - Registry of lobbyists, - Residential Tenancies, - Registry of Motor Vehicles, - Land Information Services, - Consumer Services. Refine or develop approaches, programs, and strategies for planning and delivering Frenchlanguage services in priority areas. New and revised French information and services will be available online. Such as making Ask us Public Enquiries contact page available in French on the SNSMR and Government of Nova Scotia websites. Explore the possibility of translating Vital Statistics Application forms. Make improvements to the SNSMR website s Online Services as it relates to French-Language Services. Complete the requirements gathering for a new bilingual Nova Scotia Government Online Store and participate in the selection of a tool that meets the identified French-Language Services requirements. Launched three new bilingual Online Services: - Integrated plate renewals service, with 10 day interim permits, - Teacher Certification Payments, - Acadian Flag Licence plate online renewals. Launched the Ask us Public Enquiries contact page in French on the SNSMR and Government of Nova Scotia websites. Services was added as a topic on the Ask Us page to allow questions related to FLS services to be directed to FLS coordinators directly. Progress has made on the modernization of LPARC Directory and the new integrated service for Birth and Death Registrations. The Live Birth Registration Form and its five supporting affidavits are being developed in bilingual format and will be made available to the public in 2012/13. Participated in the selection and testing of a new bilingual Nova Scotia Government Online Store. Explored the ability to offer online services: - Explored the possibility of issuing online receipts in pdf format. - Explored the possibility of new shared Municipal payments. Service Nova Scotia and Municipal Relations

18 Progress in Reaching Goals and for 2.5 Human Resources The capacity of the Public Service to provide services in French has increased due to the recruitment of Frenchspeaking employees and training of employees, and standards and guidelines for recruitment, evaluation, and training are in place. Increase the number of Bilingual staff in the department. Increase the number of staff participating in French Language training. Develop a sense of French Community within the Department to encourage, attract and retain staff that can provide French-Language Services. Continue to advertise all vacant positions in the Service Delivery division as seeking capacity as an asset. Increase the number of staffing actions at SNSMR that include bilingual ability as an asset. Continue to ask new hires/staff to participate in the Capacity Survey to identify Bilingual Staff and inform staff on French Language training. Provide staff with opportunities for training. Continue to Develop an Intranet site to grow a community of Practice / using French language as a common interest with tools to support their French language training, online learning tools, and resources for skills development, maintenance, and growth. Continued to advertise vacant positions in the Service Delivery Division as seeking capacity as an asset. In 2011/12 more than 100 staffing actions promoted capacity as an asset and as a result six new hires in the Contact Centre can provide service in French. All new staff are made aware of French- Language training and has the opportunity to self-identify by filling out the Capacity Survey during the SNSMR Orientation sessions. In 2011/12, promoted and encouraged staff to participate in training: 20 employees participated in Language Training. Differed - Continued to work on the development of an Intranet site to grow a community of Practice / using French language as a common interest Service Nova Scotia and Municipal Relations

19 Progress in Reaching Goals and for Objective 3 Community Development and Capacity-Building Support the Acadian and francophone community in its longterm development and sustainability 3.1 Preservation and Growth of the Community Government has helped Acadian and francophone communitybased organizations, where appropriate, realize objectives expressed in the community s Global Development Plan. Encourage municipalities in Acadian and francophone communities to offer information online through their websites and through BizPal. Encourage municipalities to begin offering services, programs and/or press releases. Encourage Acadians and francophones to find out about and participate in Local Government. Collaborate with Municipalities to promote services (Translate sections of the Municipality s website in French). Collaborate with Municipalities through the identification of and development of collaborative opportunities that enhance their online service offerings. Explore the ability to provide access to translation services to Municipalities with French communities that do not have French content available online today. Encouraged Municipalities to promote services by accessing translation services to help then provide French information on their Municipal website. Collaborated with Municipal Services Division on the redesign of their website, once completed in Q this information will be offered in French. Municipalities were encouraged to promote services by accessing translation services and using BizPal. Collaborate with Municipal Services to promote 2012 Municipal Elections through access to translation services for the website on Municipal Elections. Municipalities were encouraged to identify collaborative opportunities that would enhance their online service offerings. Collaborated with Municipal Services with the translation of the Municipal Elections website: Service Nova Scotia and Municipal Relations

20 Progress in Reaching Goals and for 3.2 School Community Centres Acadian and francophone school community centres offer services and programs to the Acadian and francophone community. Distribute bicycle safety booklets and bookmarks to schools. Encourage students and adults to be aware of bicycle safety rules and access information on the SNSMR website. Distributed books and bilingual bookmarks on bicycle safety to CSAP and French Immersion schools. Encouraged students and adults to be aware of bicycle safety rules and to access information on the SNSMR website. Service Nova Scotia and Municipal Relations

21 Goals,, and Measures for The Department will continue to improve and increase existing services in French in in the following areas, subject to appropriate budget funding: Objective 1: Framework and Policy 1.1 Administrative and Policy Framework Strengthen the policy, regulatory, and administrative framework in support of the Frenchlanguage Services Act The Office of Acadian Affairs, the Minister, and designated public institutions fulfill their obligations pursuant to the Services Act and Regulations. Service Nova Scotia and Municipal Relations modified may

22 Objective 1: Framework and Policy Strengthen the policy, regulatory, and administrative framework in support of the Services Act 1.2 Institutional Responsibilities Designated public institutions better fulfill their obligations pursuant to the Services Act and Regulations Continue to support the Office of Acadian Affairs with regards to the Services Act and Regulations. Prepare and publish an annual services plan. Ensure representation on the Services Coordinating Committee. Ensure representation on the sub committees of the Services Coordinating Committee. Contribute to the Government s annual progress report on Services by publishing a Departmental French-Language Services Plan. SNSMR will maintain representation on the Frenchlanguage Services Coordinating Committee. SNSMR will continue to participate in the FLS interdepartmental Subcommittees for Human Resources and Communications. SNSMR will continue to promote the availability of services. Continue to promote the availability of Frenchlanguage services. Continue to partner with and support other Departments in their delivery of Services to the public. Encourage other departments to use the new government online store or new online generic payments service: In the delivery of French- Languages Online Services. Service Nova Scotia and Municipal Relations

23 Objective 2 Enabling Services Consult, plan, develop, and deliver services in priority areas 2.1 Consultations Designated public institutions deliver services that better respond to the priority needs of the Acadian and francophone community as identified through consultation. Continue to promote and provide information on the services regulations that apply to public consultations, and encourage the Department to provide information in French during public consultations. Assist and support SNSMR with consultations. Support the translation of consultation documentation such as: press releases, advertisements, invitations to participate, surveys, reports and results. Continue to promote and provide information on the services regulations that apply to public consultations at SNSMR Orientation sessions and through presentations to management team with the Department. Strive to have one component of each public consultation undertaken by the Department available in French. Continue to provide assistance and support with SNSMR consultations. Encourage Acadians and francophones to participate in SNSMR public consultations or public meetings. Encourage Acadians and francophones to become members of the various agencies, boards, and commissions. Continue to keep an ongoing dialogue with Acadian and francophone community organizations to determine and prioritize the needs for government services. Continue to offer assistance with access to translation services to support the inclusion of support materials in SNSMRs public consultations. Continue to encourage the Acadians and francophones to participate in SNSMR public consultations/public meetings. Inform Acadians and francophones of the various SNSMR agencies, boards, and commissions through the Provincial Want to make a difference Executive Council Campaign published in Le Courrier de la Nouvelle- Écosse. Liaise with the Acadian and francophone community organizations though business and community events. Service Nova Scotia and Municipal Relations

24 2.2 Internal Communications Public service employees are more knowledgeable about the approach being taken by the government to provide services. They are more sensitive to cultural issues pertaining to the Acadian and francophone community and more aware of the requirements to communicate in French; they promote services in French to the public. Provide employees with increased access to information on services and knowledge about the Bonjour! Program, and the Acadian and francophone Community in Nova Scotia through: orientation sessions, SNSMR Intranet site, communications, and an active offer refresher. Promote the Bonjour! Awards of excellence to employees with a view to encourage staff to nominate SNSMR programs and initiatives. Educate program owners on the French- Language Services Act and Regulations to improve their understanding of the Act and Regulations and how to comply with the Act and Regulations in the delivery of programs and services. Work with Alcohol and Gaming to promote services, cultural awareness and access to training. Work with CNS to develop FLS guidelines for departmental communications, advertising, news releases, print materials and website content to improve the consistency of the delivery of French Information to the public in accordance with the French-Language Services Act and Regulations. Continue to increase the amount of program content available in French on the Department s website and encourage the translation of documents and publications such as manuals, forms and brochures. Continue to provide the s services reminders on the active offer: Bonjour! Encourage employees to: - say Bonjour!, - attend the Acadian Cultural awareness, session Acadie at a Glance, - attend training - explore the possibility of hosting an Acadie at a Glance sessions onsite. Increase the number of nominations to the Bonjour! Awards from SNSMR. Work with program owners to identify opportunities to deliver new or improve existing services in French, such as: providing employees with information on services we provide to the public. For example program specific questions and answers documentation. Through presentations management and staff will be more aware of the French-Language Service Act and Regulations and will know how to access Frenchlanguage training with the Department. Work with SNSMR Communications staff to continue to increase the awareness of and the promotion of new and existing French-Language Services to the public in French. Would like to achieve the goal of more than 30% of the Departments press releases in 2012/13 be available in French. Continue to develop an internal Services Communications distribution list to promote SNSMR Services to all SNSMR employees. Service Nova Scotia and Municipal Relations

25 2.3 Communications with the Public The public is more aware of the approach being taken by the government to provide Frenchlanguage services and of the programs and services available to them. Continue to deploy phased redesign of the Department s website enabling greater awareness of Services and improved user experience. Develop an advertising and communication plan to promote Services to the Public, encouraging the use of the self-serve aspects of the SNSMR website and the use of government services in general. Improve signage in Access Centres. Continue with the implementation of the Website Content and Design standards for Frenchlanguage web pages and the migration of French content into a web content management system. Work with CNS to develop a French-Language Service Advertising plan that explores the possibility of using a Bonjour! Government Frenchlanguage services promotional page on Facebook. Support the translation of forms, brochures, manuals and other publications as opportunities become available. Complete the planned review the current Frenchlanguage signage at Access Centres and make recommendations for improved signage as necessary. Promote the availability of Online Services and the availability of the Acadian Flag Licence Plate through Print advertising and with the Bonjour! Promo Card. Service Nova Scotia and Municipal Relations

26 2.4 Service Delivery Prioritization and establishment of services to be offered, and of strategies or approaches for service delivery. Continue provision of existing services across designated delivery channels. Collaborate with program areas to develop bilingual forms and affidavits. Participate in the following bilingual service initiatives: - Modernization of the Licences, Permits, Approvals, Registries and Certificates. (LPARC), - New Service Integration for Birth Registries, - New integrated service for Business Registrations. Maintain Services currently offered by phone in the Provincial Contact Centre, in person in our Yarmouth, Sackville and Dartmouth Access NS Offices, in the Business Registration Unit and online through Online Services and Ask Us. Collaborate with Vital Statistics to make the following bilingual forms and services available to the public: - Live Birth Registration Form - Five supporting birth registration affidavits - Integrated Birth Registration Service - Marriage Registration From - Supporting marriage declaration Work with program owners to enhance the availability of information available in French for Programs and Services. Participate in the implementation of a new bilingual Nova Scotia Government Online store application. Refine or develop approaches, programs, and strategies for planning and delivering Frenchlanguage services in priority areas. Develop at least 2 new online services in New and revised French information and services will be available online on the Department s website to be translated for example: - Registry of Lobbyists, - Residential Tenancies, - Municipal Services, - Land Information Services, and - Nova Scotia Government Online Store - French Portable Document Format (PDF) Receipts will be issued from Online Services - Online Services will accept French Characters Make improvements to the SNSMR website s Online Services as it relates to French-Language Services. Service Nova Scotia and Municipal Relations

27 2.5 Human Resources The capacity of the Public Service to provide services in French has increased due to the recruitment of French-speaking employees and training of employees, and standards and guidelines for recruitment, evaluation, and training are in place. Increase the number of staffing actions for the Department that include bilingual ability as an asset. Continue to advertise all vacant positions in the Service Delivery division as seeking Frenchlanguage capacity as an asset, to increase the number of Bilingual staff in the department. Increase the number of staff participating in French Language training. Develop a sense of French Community within the Department to encourage, attract and retain staff that can provide French-Language Services. Hire and retain more bilingual staff within the Department in all divisions and at all levels. Continue to ask new hires/staff to participate in the Capacity Survey to identify Bilingual Staff and inform staff on French Language training. Provide staff with opportunities for training. Explore the possibility of offering at work training (lunch and learn). Continue to Develop an Intranet site to grow a community of Practice / using French language as a common interest with tools to support their French language training, online learning tools, and resources for skills development, maintenance, and growth. Service Nova Scotia and Municipal Relations

28 Objective 3 Community Development and Capacity-Building Support the Acadian and francophone community in its long-term development and sustainability 3.1 Preservation and Growth of the Community Government has helped Acadian and francophone community-based organizations, where appropriate, realize objectives expressed in the community s Global Development Plan. Encourage municipalities in Acadian and francophone communities to offer Frenchlanguage information online through their websites and through BizPal. Encourage municipalities to increase the amount of information and services provided to the public. Encourage Acadians and francophones to find out about and participate in Local Government. Explore the possibility of providing additional information in French on the 2012 Municipal Elections by translating information, such as: Printed materials and online information. Explore the possibility of co-hosting a Frenchlanguage Civic Engagement Workshop, in collaboration with Municipal Services and Acadian Affairs. Collaborate with Municipalities to promote Frenchlanguage services (Translate sections of the Municipalitys website in French). Collaborate with Municipalities through the identification of and development of collaborative opportunities that enhance their French-Language Online service offerings. Explore the ability to provide access to translation services to Municipalities with French communities that do not have French content available online today. Information about the October 2012 Municipal Elections will be made available online, such as: - Candidates Guide to Municipal Elections - General information for Citizens A French- language Civic Engagement Workshop will be held in collaboration with Municipal Services and Acadian Affairs. 3.2 School Community Centres Acadian and francophone school community centres offer services and programs to the Acadian and francophone community. Service Nova Scotia and Municipal Relations

29 Priorities of the Acadian and Francophone Community Service Nova Scotia and Municipal Relations is dedicated to providing access to government information, programs and services in French for Acadian and francophone Nova Scotians. Greater collaboration with municipalities to increase services in French has been identified as a need in the community. Service Nova Scotia and Municipal Relations currently provides service online for municipalities and will continue to encourage municipalities to begin offering services in French. We continue to encourage the Acadian and francophone community to provide us with feedback on our services and to indicate areas or programs where we could initiate offering Frenchlanguage service offerings to suit the community s needs. Conclusion The goals and objectives outlined in this plan build upon the foundation of services the Department has in place to provide Acadian and francophone Nova Scotians with options to interact with government in their own language. The Acadian community is an important part of our clientele; providing increased access to programs, services and information in French is a very exciting initiative which benefits our customers, our employees, our Department, and all of government. Service Nova Scotia and Municipal Relations