The Tribunal obtains client feedback

In early 2000, the Tribunal conducted client consultations, through a consultants' firm, to obtain its clients' views regarding:

1. the timeliness and quality of the Tribunal's services,
2. the ultimate benefits of its services, and
3. the adequacy of its performance measurement framework.

The firm conducted individual interviews with a sample of artists' associations who are certified by the Tribunal and producers who are in receipt of a notice to bargain and/or have bargaining experience under the Status of the Artist Act. In the sample of 48 clients originally selected, an appropriate representation with respect to artistic discipline, type of producer, language and geography was assured. Client response was high at 83 percent and produced basically qualitative information.

In the consultants' report, Client Feedback on the Performance of the Canadian Artists and Producers Professional Relations Tribunal (Consultation Report), released in July 2000, highlights of the findings were:

• There is a high level of satisfaction with the Tribunal and its Secretariat to process applications for certification, as well as deal with complaints and other matters in a timely manner.
• Those who sought out information and assistance are highly satisfied with the response of the Tribunal.
• Artists' associations with bargaining experience would like to exchange information among themselves, e.g. via roundtable discussion.
• Artists' associations with little or no experience in bargaining are, in some cases: uncertain how to take the step toward negotiation after certification; unclear about the Tribunal's mandate and services; and find information materials sent by the Tribunal not easily understandable.
• Many producers lack awareness of the Tribunal and its mandate.
• Some producers believe that the law was put in place to raise the economic and social status of artists; they are not convinced that there are benefits for them.
• Artists' associations believe that it would help the bargaining process if producers were more informed about the Act.
• For reasons of time and resources, the artists' associations would like to bargain with producers' associations rather than with each producer individually.
• Many federal institutions would find it helpful to designate a lead department for negotiating purposes.
• Some clients are unaware of all the information that is available. For example, some have recommended that the decisions be made available on the web site, while the decisions have been available on the web site since its creation four years ago.

To deal with these issues, the Consultation Report included recommendations for improved communications materials, increased efforts to reach the client community, and more targetted information sessions and workshops. The Tribunal has already started implementing some of the recommendations and plans to issue more information materials and hold more meetings.

Copies of the Consultation Report are available by contacting the Tribunal Secretariat.