OPS Common Service Standards and FLS Best Practices - recorded version

Information about OPS Common Service Standards and FLS Best Practices - recorded version

Published on July 7, 2014

Author: ssumbler

Source: authorstream.com

Content

OPS Common Service Standards and FLS Best Practices: OPS Common Service Standards and FLS Best Practices Presentation for Managers and Staff in Designated B ilingual Positions MTO FRENCH LANGUAGE SERVICES OFFICE PowerPoint Presentation: Accessing the Action Buttons 2 Purpose: Purpose Highlight changes made to OPS Common Service Standards (CSS) (April 2013) Review CSS, French Language Services (FLS) best p ractices and discuss linkages with the active o ffer of FLS Identify tools available to staff Highlight achievements and opportunities 3 French Language Services Act: French Language Services Act The French Language Services (FLS) Act was introduced in 1986 Under the Act, the public has the right to receive government services and communications in French in 25 designated areas of the province There are over 600,000 Francophone citizens in Ontario The public (under the Act) includes individuals, industry, businesses, greater public sector, grant recipients, not-for-profit organizations, municipalities and community stakeholders French Language Services Act 4 OPS Common Service Standards: OPS Common Service Standards As part of the mandatory requirements of the OPS Common Service Standards, all ministries must: M easure and report performance on Common Service Standards ( CSS) Establish and communicate a clear process to receive and respond to feedback and complaints from clients by telephone, in-person, by email, regular mail or through other electronic channels Adhere to all legislative requirements which include: The provision of services in French in accordance with the French Language Services Act (FLSA) and the Communications in French Directive - see Guidelines for best communication practices The active offer (see slides 5-6) of FLS to Ontario’s French-speaking citizens Accessibility requirements 5 What is the “Active Offer of FLS”?: What is the “Active Offer of FLS”? It is a set of measures taken by government agencies to ensure that French language services are: c learly visible readily available easily accessible publicized o f the same quality as services offered in English It applies to all forms of communication, such as signage, notices, correspondence, emails , social media, the initiation of communication with French-speaking clients ACTIVE OFFER 6 Why Use the “Active Offer of FLS”?: Why Use the “Active Offer of FLS” ? Use of the active offer is an indicator that services are readily available in French in the respective location Promotes good customer service Fosters a proactive and professional culture (regardless of whether services are delivered in English or French ) Drives higher levels of customer satisfaction The active offer of FLS “Hello, Bonjour” starts with you ! 7 PowerPoint Presentation: FLS best practices as they relate to CSS are important as they promote the active offer of FLS which, if well implemented, will help minimize the number of official complaints received from Ontario’s French Language Services Commissioner A formal process is in place within the ministry to respond to incoming complaints from the French Language Services Commissioner Common Service Standards and FLS Best Practices 8 Common Service Standards - Telephone: Common Service Standards - Telephone TELEPHONE Standards Calls will be answered by the third ring during core business hours or directed to voice mail Calls will be returned within one business day (24 hours) Calls received through contact centres during core business hours will be answered within two minutes unless otherwise communicated FLS Best Practices – Live Answer: A bilingual greeting (Ministry of Transportation / bonjour) is used by staff in designated bilingual positions or all staff answering a public inquiry line serving any of the 25 designated areas S taff is familiar with the process of transferring a French call to a French-speaking representative Keep an updated contact list of French representatives to whom you can transfer a call Ensure sufficient bilingual staff is available to provide full coverage during core business hours 9 FLS Best Practices - Voice Mail Protocol: FLS Best Practices - Voice Mail Protocol Record a bilingual voice mail greeting Begin by using a French greeting such as " Bonjour “  followed by your name (if this does not pose a security concern) Provide the following information in English and French: Your office, branch, division or ministry name Current date State whether you are in or out of the office State timeframe for returning call, i.e. within 24 hours Provide a bilingual zero out option or alternate number for immediate assistance in French Use an extended absence greeting when out of office one business day or longer Enable TeletYpe (TTY) users to leave a message after business hours (if this feature is available) VOICE MAIL PROTOCOL 10 Common Service Standards – In-Person: FLS Best Practices: The a ctive offer of FLS (in 25 designated areas) is provided at all times by employees –  “Hello, bonjour” Services are offered in both English and French in designated areas during core business hours Staff deliver the same quality of services to French-speaking customers as they do for English-speaking customers The services delivered to French-speaking customers are provided within a comparable timeframe as English-speaking customers Common Service Standards – In-Person IN-PERSON Standards Core business hours for staff-assisted services will be at least 8:30 a.m. to 5 p.m. from Monday to Friday (except holidays), unless otherwise posted When visiting an in-person centre without an appointment, wait time will be less than 20 minutes unless otherwise posted 11 Common Service Standards – Mail/Fax: Common Service Standards – Mail/Fax FLS Best Practices: Incoming French correspondence (mail, faxes, complaints) receives a French response Contact Translation Services (via OPS Translation Tracking System ) to have responses to correspondence translated into French Translation time is factored into turnaround time French correspondence is flagged in CTIS (select French in the language drop down box) MAIL / FAX Standards Correspondence by mail or fax that requires a response will be answered in 15 business days If a conclusive response is not possible, an interim response along with an estimated date for a complete response will be provided within 15 business days 12 Common Service Standards – Email / Online: Common Service Standards – Email / Online FLS Best Practices: Incoming French communication (complaints, email / online messages) receives a French response French correspondence is flagged in CTIS (select French in the language drop down box) Contact Translation Services (via OPS Translation Tracking System ) to have documents translated Translation time is factored into turnaround time Email signature block is in English and French (designated staff) Out of office message is in English and French (designated staff) Note: in 2014-15, email review for staff in designated bilingual positions will begin EMAIL / ONLINE Standards Emails and online messages that require a response will be acknowledged in two business days and answered in 15 business days If a conclusive response is not possible, an interim response along with an estimated date for a complete response will be provided within 15 business days 13 Achievements and Opportunities: Achievements and Opportunities In 2008, CSS and FLS best p ractices were benchmarked for public enquiry lines, internal staff lines and correspondence Since 2008, the results of the French reviews have improved due to: Ongoing educational efforts Overall increase in understanding and awareness Support at all levels of the organization Staff engagement in delivering an active offer of FLS System upgrades that have allowed for efficiencies in customer service 14 Achievements and Opportunities: Achievements and Opportunities MTO is the only ministry to review the CSS for French telephone and correspondence channels FLS Office receiving requests for additional information on best practices for telephone standards and in-person services Will continue to seek opportunities for improvement and build on the number of tools available to managers and staff on the MTO FLS Intranet Staff interested in French language training should contact the MTO FLS Office to discuss types of training available 15 Resources: Resources MTO FLS Office Contacts : Rachel Baril – 905 704-2045 Sheryl Sumbler – 905 704-2046 MTO FLS Intranet Site Active Offer / Common Service Standards Communications in French Directive Communications Guidelines French L anguage Training Office of Francophone Affairs Intranet Site Staffing & Managing Designated Bilingual Positions Translation Services I+IT Assistive Technology Support Service ONTERM OPS Translation Tracking System (TTS) portal Translation Request Form 16 PowerPoint Presentation: Appendix A “Active Offer of FLS” – It Starts With You! Use a bilingual greeting at counter or on the telephone Telephone coverage during absences and service provided in language chosen by client Post signs indicating that services are available in English and French Display bilingual or English/French publications Plan for sufficient staff during core business hours and during rotational shift work Respond in French to correspondence received in French 17 PowerPoint Presentation: Your name and position title Division, office name Address, telephone number, fax and email address Visit ONTERM to obtain a translation of the name of your position title, division, office name Appendix B Sample Bilingual Signature Block EMAIL / ONLINE Alain LeBlanc Driver Improvement Counsellor | Conseiller en perfectionnement des conducteurs Road User Safety Division | Division de la sécurité routière Driver Improvement Office | Bureau de perfectionnement en conduite automobile 99 White Street | 99, rue White | Toronto ON L3R 5R5 Tel /Tél. : 999.999.9999 Fax/Téléc. : 999.999.9999 Email/Courriel : [email protected] 18 Appendix C1 Sample Voice Mail Greeting - In the Office: Appendix C1 Sample Voice Mail Greeting - In the Office Bonjour, you have reached (name) in (either: Office / Branch / Division / Ministry) on (date). I am in the office today but unable to take your call at this time. At the tone, please leave your name, telephone number and a detailed message and I will return your call within 24 hours. For immediate assistance (press zero on your touch tone phone or dial (alternate number) and a member of our staff will be happy to assist you. Optional: Thank you and have a nice day! VOICE MAIL PROTOCOL Vous avez rejoint (nom) de la/du (soit : bureau / direction / division / ministère) le (date). Je suis au bureau aujourd’hui, mais dans l’impossibilité de prendre votre appel. Après la tonalité veuillez laisser votre nom, numéro de téléphone ainsi qu’un message détaillé et je vous rappellerai d’ici 24 heures. Pour de l'aide immédiatement (appuyez sur le zéro ou composez le (numéro de téléphone) et un membre de notre personnel se fera plaisir de vous aider. Option: Merci, passez une belle journée! 19 Sample Voice Mail Greeting – Absence from Office - No Access to Voice Mail: Sample Voice Mail Greeting – Absence from Office - No Access to Voice Mail Bonjour, you have reached (name) in (either: Office / Branch / Division / Ministry) on (date). I am away from the office with no access to voice mail. If you require immediate assistance, (press zero on your touch tone phone or dial alternate number) and a staff member will assist you. If you wish to leave a message, please do so after the tone and I will return your call within 24 hours. Optional: Thank you and have a nice day! VOICE MAIL PROTOCOL Vous avez rejoint (nom) de la (soit : bureau / direction / division / ministère) le (date). Je suis hors du bureau sans accès à ma boîte vocale. Si vous avez besoin d'aide immédiatement, appuyez sur le zéro ou composez le (numéro de téléphone) et un membre de notre personnel vous répondra. Si vous désirez laisser un message, faites-le à la tonalité et je vous rappellerai d’ici 24 heures. Option : Merci, passez une belle journée! Appendix C2 20 Sample Voice Mail Greeting - Attending Meetings: Sample Voice Mail Greeting - Attending Meetings Bonjour, you have reached (name) in (either: Office / Branch / Division / Ministry) on (date). I will be in meetings throughout the day and will be checking voice messages periodically. If you require immediate assistance, please (press zero on your touch tone phone or dial (alternate number) and a staff member will assist you. If you wish to leave a message, please do so after the tone and I will return the call within 24 hours. Optional: Thank you and have a nice day! VOICE MAIL PROTOCOL Vous avez rejoint (nom) de la (soit : bureau / direction / division / ministère) le (date). Je serai en réunion toute la journée et vérifierai ma boîte vocale périodiquement. Si vous avez besoin d'aide immédiatement, appuyez sur le zéro ou composez le (numéro de téléphone) et un membre de notre personnel se fera plaisir de vous aider. Si vous désirez laisser un message, faites-le à la tonalité et je vous rappellerai d’ici 24 heures. Option : Merci, passez une belle journée! Appendix C3 21 FLS Best Practices – Automated Telephone Systems: FLS Best Practices – Automated Telephone Systems Technologies Used A cross the Ministry: Often the first point of contact with the public seeking services Formatting directly impacts the customer service experience of both our English and French-speaking clients Various types of technology and systems are used within the ministry: IVR Systems used for Contact Centres offer the most flexibility when formatting Octel systems (voice mail based technology) used for public enquiry lines have limited formatting flexibility TELEPHONE SYSTEMS Appendix D1 22 FLS Best Practices – Automated Telephone Systems: FLS Best Practices – Automated Telephone Systems Formatting Automated Telephone S ystems: Automated telephone systems are bilingual and the language option is given as early as possible in the recording. “Welcome/Bienvenue” is used at the onset of the recording Option to select language preference is available at the onset of the main greeting Once language selection is made all menu and sub-menu options are recorded identically in English and French The option to speak to a live operator is offered within the preliminary set of English and French menu options Temporary or after-hours messages are recorded in English and French TELEPHONE SYSTEMS Appendix D2 23 FLS Best Practices – Automated Telephone Systems: FLS Best Practices – Automated Telephone Systems Formatting Automated T elephone S ystems: B roadcast emergency messages in English and French Provide TeleType (TTY ) lines when establishing toll-free number s B uild capacity for TTY in English and French and capability to leave a message Set up queue design to have customer service agents answer in the language initially selected by the client Contact Translation Services ( via OPS Translation Tracking System ) to have your automated telephone system script translated Ensure the voice recording is performed by a person with a superior level of French TELEPHONE SYSTEMS Appendix D3 24

Related presentations


Other presentations created by ssumbler

CSS and FLS Best Practices
26. 06. 2014
0 views

CSS and FLS Best Practices