It is a very good sign when an organization has an action plan. When there is no action plan or no clear message to employees, they may have a wrong impression of the department's or the institution's commitment.
When we were conducting an assessment in an institution that had invested great efforts, as part of the Olympic Games, to ensure an active offer of services, we discovered through interviews with employees that they thought this effort was only being made during the Olympic Games. When we brought that to the management's attention, they were very surprised. They told us they had never said any such thing. Obviously, they had not made it clear to the employees that their responsibility in terms of active offer would be ongoing.
Sometimes, the message about the active offer is sent, but people don't know what to do when other information is requested in French. For a service to really be provided, certain measures must be taken. In many cases, the employees don't receive the message. It's not sufficiently well defined, and there is no structure that helps employees understand what it means to provide a service in both official languages.