2015 – 2016
FRENCH-LANGUAGE SERVICES PLAN
PLAN DE SERVICES EN FRANÇAIS
Service Nova Scotia | Service Nouvelle-Écosse
Joanne Munro
Chief Executive Officer / Directrice générale
Service Nova Scotia / Service Nouvelle-Écosse
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
1
Service Nova Scotia | Service Nouvelle-Écosse
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
Table of Contents
Message from the Chief Executive Officer ....................................................................................................4
Response to French Requests .......................................................................................................................6
Public Consultations ......................................................................................................................................6
French-language Services Inventory .............................................................................................................7
French-language Services Coordinator .........................................................................................................8
Progress in Reaching Goals and Objectives ..................................................................................................8
1 - Leadership and Policy Direction ...............................................................................................................9
2 - Availability and Accessibility of French-language Services ......................................................................13
3 - Community Engagement and Outreach...................................................................................................19
Priorities of the Acadian and Francophone Community ...............................................................................23
Conclusion ......................................................................................................................................................23
Appendix A: Inventory of Services .................................................................................................................24
Service Nova Scotia | Service Nouvelle-Écosse
2
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
3
Service Nova Scotia | Service Nouvelle-Écosse
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
Message from the Chief Executive Officer
We are pleased to share with you the French-language Services Plan for 2015-2016 for the Office of Service
Nova Scotia. Information in this report reflects outlines the progress we have achieved in our delivery and
implementation of French-language services over the past fiscal year and identifies the priorities and initiatives
for the upcoming year.
Service Nova Scotia provides a wide range of services to citizens, to businesses of all sizes, to non-profit
organizations and to municipalities. From obtaining a birth certificate to registering a business, virtually every
Nova Scotian has, or will have, direct contact with this office at some point in their lives. We continue to lead the
Government’s one window approach for clients as we review our programs, modernize our services and reduce
red tape. We work across departments and with other levels of government to improve services 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 to Nova Scotians.
Service Nova Scotia has recently undergone a restructuring. The changes are about strategically redeploying our
resources so we can work smarter, create centres of excellence, reduce red tape, and focus on what matters the client. The end result will make it easier for Nova Scotia citizens, businesses and municipalities to interact
with government.
Service Nova Scotia considers the inclusion of French language as a mandatory component of its Service Delivery
Strategies in all delivery channels, where appropriate: online, in-person, mail, by phone as well as through
printed materials for use by Nova Scotians. We work hard to foster a positive environment where Frenchlanguage services are encouraged, expected, respected, and valued. We recommend that the inclusion of
French-language services components be considered when new programs and services are being developed.
Program owners are encouraged to identify opportunities to deliver new services or improve existing services in
French.
We are not only committed to maintaining our level of French-language services but also to improving our
capacity to manage the delivery of French-language services. We will continue to expand French-language
services to the Acadian and francophone community to enable improved interaction with government in the
delivery of information, programs and services.
Service Nova Scotia is pleased to share with you our 2015-2016 French-language Services Plan.
Joanne Munro
Chief Executive Officer
Office of Service Nova Scotia
Service Nova Scotia | Service Nouvelle-Écosse
4
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
5
Service Nova Scotia | Service Nouvelle-Écosse
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
Response to French Requests
Service Nova Scotia 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 our French-language Services
Coordinator. Any phone or in-person service enquires received in French, are handled by French-speaking staff.
Public Consultations
Our policy on public consultations is in accordance with the French-language Services Act and Regulations. If a
public consultation is planned, we will include options for members of the Acadian and francophone community
to participate in French in the public consultation process.
We also encourage all Nova Scotians to provide feedback on any of our services and programs through the
online surveys available at the completion of each service or at any time by sending an email to “Ask Us” at
[email protected]
Public Consultations: In 2014-2015, SNSMR did consult the medical and transgendered community concerning
Change of Sex requirements for birth certificates. The outcome of that consultation resulted in changes to the
Vital Statistic Act. We have additional engagements planned for 2015-2016 which may include a French
component to allow members of the Acadian and francophone community to participate in the public
consultation process by offering information and online surveys in French.
Service Nova Scotia | Service Nouvelle-Écosse
6
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
French-language Services Inventory
The detailed French-language services inventory for Service Nova Scotia is available in Appendix A. The inventory
lists French-language services that were available from Service NS from April 1, 2013 till March 30, 2014.
In 2014-2015 Service Nova Scotia made available the following new services, print materials and website
content.
New or Updated Services:
Film and Video Classification Search - a new search capability was published in both French and English.
• This new classification system advises consumers of the nature of the film prior to viewing. Currently the
Nova Scotia Film & Video classification system supplies all film and video classifications used by the
Provinces of New Brunswick and Prince Edward Island.
Online Services – two upgrades were completed that improve our customer’s ability to use our services:
• Mobile Readiness – allows customers to use all our Online Services from mobile devices in the language
of their choice.
• Visa Debit Payments – allows customers to pay by Visa Debit Cards as a payment type.
Print Publications
Tax Commission Brochures:
• Illegal Tobacco - Don’t get burned
• Tax on Privately Purchased Vehicles – What you need to Know
Websites:
Service Nova Scotia www.novascotia.ca/sns
Service Nova Scotia – Name change from Service
Nova Scotia and Municipal Relations to the Office of
Service Nova Scotia impacted much of the Website.
Co-operative Associations Act of Nova Scotia –
published in French by Legislature
Access Nova Scotia www.accessns.ca
Drivers & Vehicles
• Special Move Permits
• Accessible Parking Zone Permits and Plates
for Motorcycles
Services for Individuals
• Citizen Rebates
Property Tax Rebate for Seniors
Your Energy Rebate Program
• Consumer Awareness
Consumer Alerts - Romance Scams
Permits, Forms and Licences
• Permits Directory
Vital Statistics
• Life Events
Finding Care Outside Your Home
• Residential Tenancies Guides
Alcohol and Gaming
• U-Vint
• Film & Video Search
Service for Business
• Co-operatives Branch
Maps, Land & Property
• Land Registry
• Property Online
Maps Land & Property
• Land Services & Information
• Nova Scotia Civic Addressing
Service Nova Scotia | Service Nouvelle-Écosse
7
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
French-language Services Coordinator
Michelle Saulnier, French-language Services Coordinator
Office of Service Nova Scotia,
1505 Barrington Street, P.O. Box 2734
Halifax, NS B3J 3K5
Progress in Reaching Goals and Objectives
The office continued to improve and increase existing services in French in 2014-2015 in support of the Frenchlanguage Act and Regulations.
Expected Results: 2013-2018 French-language Services Strategic Plan
Corporate Objective 1 - Leadership and Policy Direction
Champion and support the policy development, planning, and administrative frameworks for the
implementation of the French-language Services Act and Regulations.
1.1 – Championing French-language Services
1.2 – Policy, Planning, and Administration Frameworks
Corporate Objective 2 - Availability and Accessibility of French-language Services
Increase the prevalence and awareness of French-language services through active offer, communications,
printed and electronic material, and increased French-language capacity of public servants.
2.1 – Active Offer and Communications with the Public
2.2 – Information Materials: Printed or Electronic
2.3 – Human Resources
Corporate Objective 3 – Community Engagement and Outreach
Engage the Acadian and francophone community and provide services which support its development and
growth.
3.1 – Public Engagement
3.2 – Agencies, Boards and Commissions
3.3 – Complaints Process
3.4 – Municipal services
3.5 – Community Development and Growth
Service Nova Scotia | Service Nouvelle-Écosse
8
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
1 - Leadership and Policy Direction
1.1 – Championing French-language Services
Designated public institutions:
Have fostered a positive environment where French-language services are encouraged, expected, respected, and valued;
Are aware of their obligations relating to French-language services and have fulfilled their obligations pursuant to the
French-language Services Act and Regulations; and
Have a vision for ensuring progress and have integrated French-language services into departmental policies, programs and
service delivery.
Goals and Objectives
• Service Nova Scotia works hard to foster a positive
environment where French-language services are
encouraged, expected, respected, and valued.
Progress in Reaching Goals and Objectives
for 2014-2015
• Service Nova Scotia’s French-language Services
Coordinator Presented on French-language services to
new employee orientation sessions.
• Service Nova Scotia recognizes the importance of
creating awareness of the use and the delivery of Frenchlanguage services; and encourage the promotion of a
positive image of French-language services to staff and
the public.
• Service Nova Scotia published a 2014-2015 SNSMR
French-language Services Plan and contributed to the
Government’s annual progress report on Frenchlanguage services.
• Service Nova Scotia educates and promotes awareness
of our obligations relating to French-language services
and strives to fulfill those obligations pursuant to the
French-language Services Act and Regulations.
• Service Nova Scotia’s French-language Services
Coordinator provided information to educate and
promote awareness of our obligations relating to Frenchlanguage services as we work to fulfill those obligations.
• The CEO supports the work of Acadian Affairs, by
supporting the work of our French-language Services
Coordinator. In addition, the CEO supports the
integration of French-language services into our policies,
programs and service delivery.
• Service Nova Scotia’s French-language Services
Coordinator represented the department on the Frenchlanguage Services Coordinating Committee.
• Service Nova Scotia continues to support Acadian
Affairs with regards to the French-language Services Act
and Regulations, by participating on the French-language
Services Coordinating Committee and interdepartmental
Subcommittees.
• Service Nova Scotia prepares and publishes an annual
French-language Services Plan.
• Service Nova Scotia encourages staff to become
champions of French-language services in order to help
support and grow our French-language services.
• Participated on the Active Offer, Communications
and Human Resources French-language services
interdepartmental subcommittees
• Encouraged all staff to champion French-language
services in order to help support and grow our Frenchlanguage services.
• Continued to consider the inclusion of French language
as a mandatory component of SNSMR’s Service Delivery
Strategy for all delivery channels.
Service Nova Scotia | Service Nouvelle-Écosse
9
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
1 - Leadership and Policy Direction
1.1 – Championing French-language Services
Planned Measure for 2015-2016
• The CEO encourages staff to foster a positive environment where French-language services are encouraged,
expected, respected, and valued.
• Service Nova Scotia creates awareness and encourages the promotion of a positive image of French-language services
to staff and the public, through advertising and communications about our services.
• Service Nova Scotia educates and promotes awareness of our obligations relating to French-language services and strive
to fulfill those obligations.
• The CEO recognises and supports the work of Acadian Affairs, by supporting the work of our French-language Services
Coordinator.
• Our French-language Services Coordinator will continue to represent the Service Nova Scotia and the Department of
Municipal Affairs on the French-language Services Coordinating Committee and on the Interdepartmental Subcommittees
for Human Resources, Active Offer and Communications.
• Service Nova Scotia contributes to the Government’s annual progress report on French-language services by publishing
the 2015-2016 French-language Services Plan.
• Service Nova Scotia considers the inclusion of French language as a mandatory component of its Service Delivery Strategy
for all delivery channels: online, in-person, mail, by phone as well as through printed materials for use by Nova Scotians.
Service Nova Scotia | Service Nouvelle-Écosse
10
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
1 - Leadership and Policy Direction
1.2 – Policy, Planning, and Administration Frameworks
Designated public institutions:
Designated public institutions are supported in meeting their obligations pursuant to the French-language Services Act and
Regulations through programs and services from Acadian Affairs and other central support units.
Acadian Affairs supports the Minister responsible for the French-language Services Act in fulfilling obligations pursuant to
the French-language Services Act and Regulations.
The French-languages Services Coordination Committee assists and advises the Minister of Acadian Affairs on the
implementation of the French-language Services Act.
Goals and Objectives
• Continue to encourage the use of translation services
to provide quality French information for use by staff and
the public.
Progress in Reaching Goals and Objectives
for 2014-2015
• Promoted and encouraged the use of translation
services.
• Continue to use the Bonjour! Services en Français,
signage in offices where French-language Services are
available.
In 2014-2015 SNS translated more than 80,000 English
words were translated to French.
• Ensure that the customer experience online or in
person is equal in French and English and provided within
the same turnaround time, whenever possible.
• Displayed the Bonjour! Services en Français, signage in
Public Service Delivery Offices where French Services are
available, in our Yarmouth, Sackville and Dartmouth
Access NS Offices and in the Business Registration Unit.
• Promote the Bonjour! Awards of Excellence, to
employees and encourage staff to nominate our
programs and initiatives.
• Continue to encourage other departments to engage
Service Nova Scotia’s Contact Center or use Service Nova
Scotia’s bilingual payment processor in their delivery of
online French-language services to the public.
• Service Nova Scotia encouraged Service Delivery to
provide French-language services, to the public, of equal
quality and provided within the same turnaround time,
whenever possible.
• Encouraged staff to nominate their peers for the
Bonjour! Awards of Excellence and to attend the
Bonjour! Awards ceremony. This year SNS put forward 4
nominations. We celebrated the team that was awarded
a Bonjour! Award of Excellence in Program Development
for the new Birth Registration kiosks.
• Encouraged other departments to use SNS’s ability to
deliver Government French-language services online.
Service Nova Scotia | Service Nouvelle-Écosse
11
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
1 - Leadership and Policy Direction
1.2 – Policy, Planning, and Administration Frameworks
Planned Measure for 2015-2016
• Service Nova Scotia will continue to promote and encourage the use of translation services.
• Service Nova Scotia will continue to use the Bonjour! Services en Français, signage in Public Service Delivery Offices
where French Services are available.
• Service Nova Scotia will encourage Service Delivery to provide French-language services, to the public, of equal quality
and provided within the same turnaround time, whenever possible.
• Service Nova Scotia will encourage staff to nominate their peers to the Bonjour Award of Excellence to increase:
- awareness of the awards
- the number of nominations from Service Nova Scotia
- the number of awards won by Service Nova Scotia
Service Nova Scotia celebrate each award won by communicating to all staff about the winners and why they won.
• Service Nova Scotia will encourage other departments to leverage our ability to deliver French-language online such as:
translating their information within the Licence and Permits Directory, using the generic payments service; including their
publications in Government’s new Online Store or asking Service Nova Scotia to include a link to their bilingual online
service.
12
Service Nova Scotia | Service Nouvelle-Écosse
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
2 - Availability and Accessibility of French-language Services
2.1 – Active Offer and Communications with the Public
Designated public institutions:
Government provides French-language communications in a consistent manner.
The Acadian and francophone community is informed of services in French available to them and of the approach being
taken by the government to provide French-language services.
Designated public institutions embrace and promote an “active offer” of services in French and the Acadian and
francophone community makes use of these services.
The French language and French-language services are visible in public areas of government spaces due to the use of
French or bilingual signage and other methods.
Goals and Objectives
• Continue to actively promote the availability of Frenchlanguage services within Service Nova Scotia and to the
public.
• Provide employees with increased access to information
on French-language services through: orientation sessions,
Intranet site, email communications, and an active offer
refresher.
• 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
the Regulations in the delivery of programs and services.
• Continue the provision of existing French-language
services across all delivery channels, by phone, in person,
and through online services and the “Ask Us” contact page.
• Collaborate with program owners on ways to refine or
redevelop approaches, programs, and strategies for
planning and delivering French-language services in priority
areas. This includes increasing the availability of French
information available online for programs and services.
Progress in Reaching Goals and Objectives
for 2014-2015
• Continued to promote the availability of its Frenchlanguage services to the public through radio, print and
online advertising, and by word of mouth.
• Continued to provide the French-language service
reminders on the active offer by encouraging employees
to say Bonjour!, attend Acadie at a Glance and Frenchlanguage training.
• Maintained the level of French-language services
currently offered by phone, in-person, through our online
services and the “Ask Us” contact page.
• Worked with program owners to identify opportunities to
deliver new or improve existing services in French.
• Developed the following new online services in 2014-15:
Special Move Permits, Film and Video Search tool, Licences,
Permits, Approvals, Registries and Certificates
• Provided French-language Service signage to Access
Centres and encouraged their use.
Continued on next page
Service Nova Scotia | Service Nouvelle-Écosse
13
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
2 - Availability and Accessibility of French-language Services
2.1 – Active Offer and Communications with the Public
Goals and Objectives
• Encourage the translation of advertising, marketing
campaigns, social media posts and documents such as:
press releases, advertisements, invitations to participate,
surveys, discussion papers, reports and results.
• Participate in bilingual service initiatives:
In 2014-2015: Develop a new Government Store:
accessns.ca/store, Online Dealer Services, Special Move
Permits, Licences, Permits, Approvals, Registries and
Certificates
In 2015-2016: Online Services Fine Payments upgrade,
Online Services Help Files rewrite project, Citizen Service
Portal Initiative (Phase 1)
• Encourage and collaborate with program areas to
develop bilingual forms and affidavits.
Progress in Reaching Goals and Objectives
for 2014-2015
• Offered financial support for the inclusion of Frenchlanguage ads and materials in advertising and marketing
campaigns developed by SNS Communications, such as:
Homes Heating Help, Acadian Flag Licence Plate
promotion
• Provided support to French-language Services
Communication Subcommittee looking at Frenchlanguage services communications and French-language
services website guidelines.
• Provided new Bonjour! Services en Français, signage to
Service Delivery Offices where French Services are
available, in our Yarmouth, Sackville and Dartmouth
Access NS Offices.
Planned Measure for 2015-2016
• We will continue to promote the availability of our French-language services to the public through advertising, online and
by word of mouth.
• Maintain existing French-language services across all delivery channels by phone, in person, and through online services
and the “Ask Us” contact page.
• Continue to provide Active offer French-language services reminders to encourage employees to:
- say Bonjour!
- attend Acadie at a Glance, and to
- participate in French-language training.
• Continue to encourage the program owners to include French and promote the French-language services concept of
“Active offer” when developing new programs and services.
• Any new information system supporting electronic services intended for public use, which is purchased or developed,
should be in both languages. Where unilingual systems exist for use by the public, provisions should be made to translate or
otherwise serve the customer in both languages.
• Develop at least 2 new online services in 2015-2016.
• Complete an analysis of enabling the Access Center ticketing issuing machine to work in both English and French.
• Offer financial assistance to advertising and marketing campaigns to support the inclusion of French-language ads
and materials.
Service Nova Scotia | Service Nouvelle-Écosse
14
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
2 - Availability and Accessibility of French-language Services
2.2 – Information Materials: Printed or Electronic
Designated public institutions:
The Acadian and francophone community has access to bilingual or French-language information material, in printed or
electronic formats.
Government websites have new French-language content and are easy to navigate by French-speaking users because a
consistent approach is being followed.
Goals and Objectives
• Work with SNS Communications staff to develop
French-language services guidelines for 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 the phased redesign of the Service Nova
Scotia and the Department of Municipal Affairs websites
enabling greater awareness of French-language services
and improved user experience.
• Continue to increase the amount of program content
available in French on our websites and encourage the
translation of documents and publications such as
manuals, forms and brochures.
• Develop a communication and advertising plan to
promote French-language services to the public,
encouraging the use of the self-serve options on the
Service Nova Scotia website and the use of government
French-language services in general.
Progress in Reaching Goals and Objectives
for 2014-2015
• Worked with SNS Communications staff to continue to
increase the awareness and the promotion of new and
existing French-language services to the public in French
• Delivered 1% of the department’s press releases in
2014/15 in French.
• Published new and revised French-language web pages:
- Special Move Permits
- Land Services and Information
- Property Tax Rebate for Seniors
- Your Energy Rebate Program
- Changes to the Services for Business
- Heating Assistance Rebate Program
- Deferred: Tax Commission
• Improved the following SNS’s Online Services:
- Online Services accept Visa Debit
- Online Services Mobile – services are available
on Mobile Devices
- Film and Video Search
- Deferred: Registry of Lobbyists
• Continued to encourage the translation of web
content, forms, brochures, manuals and other
publications as opportunities become available.
Service Nova Scotia | Service Nouvelle-Écosse
15
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
2 - Availability and Accessibility of French-language Services
2.2 – Information Materials: Printed or Electronic
Planned Measure for 2015-2016
• Work with our communications (CNS) staff to continue to increase the awareness and the promotion of new and existing
French-language services to the public in French.
• Strive to deliver more than 30% of press releases in 2015-2016 in French.
• Strive to deliver close to 95% of our website in French and the French content is housed in a web content management
system.
• New and revised French information and services will be available online for example:
- Cell phones regulations,
- Citizen Service Portal Initiative (Phase 1)
- Registry of Lobbyists
- Changes to the Services for Business
- Tax Commission
- Permit Information from other departments is translated and made available in French
• Continue to evolve and develop Service Nova Scotia’s online services and website as it relates to French-language
services.
• Support the translation of web content, forms, brochures, manuals and other publications as opportunities become
available. Such as: Firewood vendors and the Home Heating Help application form.
Service Nova Scotia | Service Nouvelle-Écosse
16
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
2 - Availability and Accessibility of French-language Services
2.3 – Human Resources
Designated public institutions:
Government human resources professionals and managers are aware of government’s commitment to providing Frenchlanguage services and they consider requirements for French-speaking employees in recruitment and training activities.
The capacity of the Public Service to provide services in French has increased, through recruitment, training, and supports
of French-speaking or bilingual employees.
Public servants are knowledgeable about the approach being taken by the government to provide French-language services.
They are aware of the obligations relating to communicating, delivering and promoting French-language services, and of
cultural issues pertaining to the Acadian and francophone community.
Goals and Objectives
• Increase the number of staffing actions that include
bilingual ability as an asset, to increase the number of
bilingual staff in government.
• Increase the number of staff participating in Frenchlanguage training.
• Increase access tools and resources for Frenchlanguage skills development, maintenance, and growth
(for example, tools could include dictionaries and French
keyboards)
• Develop a sense of French community to encourage,
attract and retain staff that can provide French-language
services.
Progress in Reaching Goals and Objectives
for 2014-2015
• Advertised more than 100 vacant positions 60 of which
with as seeking French-language capacity as an asset and
as a result eight new hires in the Contact Centre can
provide service in French.
• Encouraged Service Delivery Managers to increase the
number of bilingual staff hired in front line positions in
Acadian and francophone regions, including metro
Halifax.
• Encouraged new hires to participate in the Frenchlanguage Capacity Survey.
• Provided staff with information on participating in
French-language training.
• Promoted the availability of Acadia at a Glance cultural awareness training.
• Continued to explore the possibility of offering at work
French-language training (lunch and learn).
• Encouraged staff to practice their French language skills
with each other; to grow a community of practice within
the French-language service staff.
• Provided staff with resources for French-language skills
development, maintenance, and growth.
Service Nova Scotia | Service Nouvelle-Écosse
17
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
2 - Availability and Accessibility of French-language Services
2.3 – Human Resources
Planned Measure for 2015-2016
• Continue to advertise vacant positions as seeking French-language capacity as an asset.
• Actively encourage Service Delivery Managers to increase the number of bilingual staff hired in front line positions in
Acadian and francophone regions, including metro Halifax.
• Hire and retain more bilingual staff within in all divisions and at all levels.
• Continue to ask new staff to participate in the French-language capacity survey to identify bilingual staff and inform staff
on French-language training.
• Provide staff with opportunities for French-language training.
• Encourage staff to attend cultural awareness training, Acadie at a Glance, or other training opportunities
offered in French.
• Explore the possibility of offering at work French-language training for example through a lunch and learn.
• 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 French-language skills development,
maintenance, and growth.
•Encourage staff to request resources for French-language skills development, maintenance, and growth.
Service Nova Scotia | Service Nouvelle-Écosse
18
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
3 - Community Engagement and Outreach
3.1 – Public Engagement
Designated public institutions:
Designated public institutions have engaged the Acadian and francophone community and are aware of its needs.
French-speaking Nova Scotians are provided with the opportunity to participate in government consultations in French.
Goals and Objectives
• Promote and provide information on the Frenchlanguage Services Regulations that apply to public
consultations, and encourage Service Nova Scotia and
the Department of Municipal Affairs to provide
information in French during public consultations.
• Encourage those conducting consultations to have
one component of each public consultation undertaken
available in French.
• Assist and support Service Nova Scotia and the
Department of Municipal Affairs with consultations, such
as encouraging the use of a French-speaking meeting
facilitator, interpretation services, etc.
• Encourage the translation of consultation
documentation such as: press releases, advertisements,
invitations to participate, surveys, discussion papers,
reports and results.
• Encourage Acadians and francophones, as well as
community organizations, to participate in Service Nova
Scotia public consultations or public meetings.
Progress in Reaching Goals and Objectives
for 2014-2015
• Promoted and provided information on the Frenchlanguage services regulations, that apply to public
consultations, at SNS Orientation sessions.
• Continued to strive to have one component of each
public consultation undertaken by the department
available in French.
• Continued to provide advice, assistance and support for
SNS consultations.
• Continued to offer assistance with access to translation
services to support the inclusion of French-language
support materials in SNS consultations.
• Offered financial support for French-language
advertising to support the inclusion of French-language
materials in SNS consultations.
• Continued to encourage the Acadians and
francophones to participate in SNS consultations and
public meetings.
3 - Community Engagement and Outreach
3.1 – Public Engagement
Planned Measure for 2015-2016
• Continue to promote and provide information on the French-language Services Regulations that apply to public
consultations, at orientation sessions and through presentations to management team.
• Strive to have one component of each public consultation undertaken available in French.
• Continue to provide advice, assistance and support for public consultations.
• Continue to offer assistance with access to translation services to support the inclusion of French-language support
materials in public consultations.
• Offer financial support for French-language advertising to support the inclusion of French-language materials in public
consultations.
• Continue to encourage the Acadians and francophones to participate in public consultations and public meetings.
Service Nova Scotia | Service Nouvelle-Écosse
19
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
3 - Community Engagement and Outreach
3.2 – Agencies, Boards and Commissions
Designated public institutions:
Acadians and francophones are aware of opportunities to participate on government Agencies, Boards and
Commissions, and have submitted nominations.
Goals and Objectives
Progress in Reaching Goals and
Objectives for 2014-2015
Planned Measure for 2015-2016
• Encourage Acadians and
francophones to become members
of various agencies, boards, and
commissions.
• Informed Acadians and francophones
of opportunities to participate on the
various SNS agencies, boards, and
commissions through the Provincial
“Want to make a difference” Executive
Council Campaign published in Le
Courrier de la Nouvelle-Écosse.
• Inform Acadians and francophones of
the various agencies, boards, and
commissions to participate on through
the Provincial “Want to make a
difference” Executive Council Campaign
published in Le Courrier de la NouvelleÉcosse.
For more information, visit:
novascotia.ca/exec_council/abc
3 - Community Engagement and Outreach
3.3 – Complaints Process
Designated public institutions:
20
The Acadian and francophone community is aware of the complaints process for government services.
Goals and Objectives
• Encourage Acadians and
francophones to provide feedback
on programs and services.
Progress in Reaching Goals and
Objectives for 2014-2015
Planned Measure for 2015-2016
• The Acadian and francophone
community is encouraged to use the
online contact form, “Ask Us” Public
Enquiries available on the novascotia.ca
or accessns.ca websites. Select the topic
“French-language Services” to comment
on French-language services provided
by
any Government department.
• Continued to encourage all SNS online
services users to provide feedback by
• All Service Nova Scotia online services
completing the customer survey
users are encouraged to provide
available at the completion of each
feedback by completing the customer
service.
survey available at the completion of
the service.
• Continued to encourage the use of
“Ask Us” Public Enquiries: select the
topic “French-language Services” to
comment on French-language Services
provided by any Government
department.
Service Nova Scotia | Service Nouvelle-Écosse
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
3 - Community Engagement and Outreach
3.4 – Municipal Services
Designated public institutions:
The Acadian and francophone community has access to municipal services in French.
Goals and Objectives
• Continue to support the Department of Municipal
Affairs in relation to French-language services.
• Encourage municipalities with an Acadian and
francophone community to offer French-language
information online through their websites and through
BizPal.
• Encourage Acadians and francophones to find out
about and participate in local government.
Progress in Reaching Goals and Objectives
for 2014-2015
• Collaborated with Municipal Advisors and Municipal
Services as they transition to the Department of
Municipal Affairs.
• Continued to encourage municipalities to provide
translation of their content within BizPal.
• Continued to provide access to translation services to
Municipal Services, Emergency Management Office and
the Office of the Fire Marshal as they transition to the
Department of Municipal Affairs.
• Collaborated with the Department of Municipal Affairs
on the transition and incorporation of Emergency
Management Office and Fire Marshall’s information into
the Department of Municipal Affairs website. Increased
the amount of French information available for online for
Emergency Management Office and the Office of the Fire
Marshal.
3 - Community Engagement and Outreach
3.4 – Municipal Services
Planned Measure for 2015-2016
• Collaborate with the Department of Municipal Affairs on French-language services
• Continue to assist Department of Municipal Affairs with access to translation services.
• Encourage municipalities to provide translation of their content within BizPal.
• Encourage Acadians and francophones to find out about and participate in local government.
Service Nova Scotia | Service Nouvelle-Écosse
21
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
3 - Community Engagement and Outreach
3.5 – Community Development and Growth
Designated public institutions:
The development and vitality of the Acadian and francophone community is enhanced by the delivery of Frenchlanguage services.
Goals and Objectives
• Continue to maintain an ongoing dialogue with Acadian
and francophone community organizations to determine
and prioritize the needs for French-language government
services.
• Continue to promote the Acadian Flag Licence Plate to
increase the number of plates in circulation in
collaboration with Transportation and Infrastructure
Renewal.
• Continue to encourage Acadian and francophone
community organizations to promote the adoption of the
Acadian Flag Plate.
Progress in Reaching Goals and Objectives
for 2014-2015
• Liaised with the Acadian and francophone community
organizations at business and community events.
• Promoted the Acadian Flag Licence Plate in Access
Centres and through print advertisements.
• Encouraged Acadians and francophones to display the
Acadian Flag Licence Plate, and not-for profit community
groups to promote the plate in order to increase the level
of funds collected and distributed by the Vive l’Acadie
Community Fund.
• Encouraged municipalities with Acadian and
francophone populations and not-for profit community
groups to apply to Municipal Services grant programs.
22
3 - Community Engagement and Outreach
3.5 – Community Development and Growth
Planned Measure for 2015-2016
• Liaise with the Acadian and francophone community organizations through business and community events.
• Collaborate with Transportation and Infrastructure Renewal to promote the Acadian Flag Licence Plate in Access Centres
and through print advertisements.
• Encourage Acadians and francophones to display the Acadian Flag Licence Plate, and not-for profit community groups to
promote the plate in order to increase the level of funds collected and distributed by the Vive l’Acadie Community Fund.
Service Nova Scotia | Service Nouvelle-Écosse
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
Priorities of the Acadian and Francophone Community
The Office of Service Nova Scotia is dedicated to providing access to government information, programs and services in
French to Acadian and francophone Nova Scotians in the language of their choice.
Service Nova Scotia currently provides online services for municipalities and will continue to encourage municipalities to
offer 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 new French-language service offerings to suit the community’s needs.
Conclusion
The goals and objectives outlined in this plan build upon the foundation of French-language services we have 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. We recognize that providing increased access to programs,
services and information in French benefits our customers, our employees and all of government.
Service Nova Scotia currently provides services online in French for individuals, businesses and municipalities and we
continue to encourage other government departments to leverage our ability to deliver services in French.
23
Service Nova Scotia | Service Nouvelle-Écosse
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
APPENDIX A: Inventory of Services
Service Nova Scotia and Municipal Relations began offering French-language services in the fall of 2005. Since then the
organisation has expanded our French-language services through the launch of new services, the
improvement of existing services access to those services.
In March of 2014, the Province of Nova Scotia announced that the former Department of Service Nova Scotia and Municipal
Relations would become two organizations: the Department of Municipal Affairs and the Office of Service Nova Scotia. The
following is a detailed inventory of services available on March 30, 2014.
Bilingual Staff
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 Digby and Yarmouth;
• Telephone service is provided in French in the
Business Registration Unit to business clients;
• Telephone service is provided in French in the
Provincial Contact Centre for Registry of Motor
Vehicles, Vital Statistics, Residential Tenancies and
Public Enquiries;
• A bilingual web developer provides support for creating
and updating French-language web pages;
• A second bilingual web developer was hired part-time
to provide additional support for creating and updating
French-language web pages; and
• A French-language services coordinator plans Frenchlanguage initiatives for the department and represents
the department on the French-language Services
Coordinating Committee and its sub-committees.
Communications, Publications and Translated Material
Publications and Translations
In 2013-2014, we translated material and made available
the following documents and information in French in
print and in electronic format:
• Residential Tenancies Brochures
(Landlord Brochure and Tenant Brochure)
• First Time Home Buyers Rebate
(Building or Buying a New Home)
Bilingual Forms
Bilingual forms are now available for the following
programs:
• Live Birth Registration form
• Nova Scotia Estimated Kilometer Worksheet
for International Registration Plan
• Firewood Declaration for Heating Assistance
Rebate Program
• Invoice Sheet for Heating Assistance Rebate Program
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 French-language testing to
certify their language proficiency level (beginner,
intermediate, advanced).
Service Nova Scotia | Service Nouvelle-Écosse
24
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
March/Mars 2015
Online Services, Business Services and Websites
Online Services available in French:
Online and e-Services in French are available for the
following transactions:
Business services available in French:
• Birth, Marriage and Death Certificates
• Registry of Joint Stocks:
- Company Name Search and Name Reservation Request
- Society Update Forms and Special Resolution Forms
- By-laws forms and Memorandum of Association Form
• Birth registration kiosks
• Change of Address
• BizPaL – business permits and licenses application
Translation Services and Simultaneous
Translations Services:
• Collection Services – Payments
• Driver Insurance Abstract Service (available to
Insurance Companies)
• Road and Knowledge test payments
• Personal property registry; issues a bilingual report
In 2014-2015, SNS has requested the following
translations:
• English to French: 60,000 words
• French to English: 9,000 words
• Simultaneous translation services were provided
during a Residential Tenancies hearing
• Lien Check
• Motor Vehicles - Vehicle Permit Renewal
• Motor Vehicles - Fine payments
• Municipal Services - Parking ticket payments
• Teacher certification online payments
• Specialty Vehicle Plate Program:
- Acadian Flag licence plate online renewal service
- Buy Local plate online renewal service
- Conversation plate online renewal service
• Online Services that use the bilingual
Generic Payment Service:
- Department of Environment
- Department of Natural Resources
- Department of Education
Service Nova Scotia | Service Nouvelle-Écosse
25
French-language Services Plan 2015-2016 | Plan de services en français 2015-2016
Website: novascotia.ca/snsmr
The following sections of the Department’s website are
available in French:
About Service Nova Scotia
Minister’s Bio
Reports and Plans
Routine Access Policy
Any Questions? Contact Us
Services en français
Office Locations
Search
Cookies
Privacy
Motor Vehicle Appeal Board
Website: novascotia.ca/snsmr/access
The following sections of the Access Nova Scotia website
are available in French:
Drivers & Vehicles
Registry of Motor Vehicles
New Driver's Licence and Identification Cards
Be a Safe Bicyclist
New Vehicle Licence Plates
Alcohol Interlock program
Acadian Flag Licence Plate
Buy Local Licence Plate
International Registration Plan
Petroleum Products Pricing & Station Locations
Permits Directory
Maps, Land & Property
Land Registry
Property Online
Land Services & Information
Nova Scotia Civic Addressing
Maps
Residential Tenancies
First-Time Home Buyers Rebate
Personal Property Registry
Services for Individuals
Debtor Assistance
Citizen Rebates
Consumer Awareness
Permits, Forms, & Licences
Permits Directory
Forms and Applications
BizPaL
Registry of Joint Stock Companies
March/Mars 2015
Vital Statistics
Birth
Death Certificate
Marriage
Domestic Partnership
Genealogy
Changing Your Name
Vital Statistics Fees
Statistics and Reports
Contact
Services for Business
Thinking about starting a business
Starting a business
Operating a business
Ending a business
Registry of Joint Stock Companies
One Business - One Number
What is BizPaL?
Your Energy Rebate
Alcohol and Gaming
About
Gaming
Liquor
Theatres & Amusements
Forms & Permits
Publications
Licensing Notices
Disciplinary Notices
Online Services
Online Services Help Files
Government Store
Life Events
Losing Your Wallet
Dealing with Spousal Abuse or Family Violence
Managing Your Finances
Looking for a Job
Operating a Car
Starting or Operating a Business
Getting Married
Dealing With Separation or Divorce
Having a Baby or Adopting
Learning for Life
Renting or Owning a Home
Finding Seniors' Resources
Finding Health Care Resources
What to Do When Someone Dies
Service Nova Scotia | Service Nouvelle-Écosse
26