English: Yes, there are more deep-seated issues, as you say, in terms of staffing. And it may take time to recruit and then you need to train those staff, you need to ensure that they're confident in delivering their work in Welsh to the same standard as they would do in English. The Vale of Glamorgan has done some good work in upskilling reception staff so that they can deal with a broad range of services in both English and Welsh. So, they've thought outside the box, if you like, and thought how they can change more general services to strengthen what they provide in their reception area. But, I also think that there are clear deficiencies in reception areas in terms of signage and badge wearing and some examples of discourtesy having arisen from some of the surveys that we've carried out and that's disappointing. So, I do think we need to raise awareness and time is now progressing where you would expect to see the staff having been recruited and that starting to have an impact. I looked back over four years - we've been drawing up these reports for four years - and you see the number of phone enquiries having increased from something under a quarter in 2014-15 up to 90 per cent and almost up to the 100 per cent mark. But, with receptions, it was some 37 per cent in 2014-15 and it increased in the first year of standards. The work that we did showed 60 per cent, therefore we felt encouraged, but it's now back down to around 38 per cent of face-to-face services being available in Welsh. So, there is something missing somewhere, and we will have to have some conversations with organisations about that, and ask them to take greater ownership to see what is happening and why they are unable to maintain those services, and why there's been no ongoing progress in that area.
Welsh: Mae yna bethau mwy dwfn, fel rydych chi'n ei ddweud, o ran staffio. Mae efallai'n cymryd amser i recriwtio, wedyn rŷch chi eisiau eu hyfforddi nhw, rŷch chi eisiau bod â sicrwydd eu bod nhw'n hyderus i wneud y gwaith yn Gymraeg i'r un safon â'r Saesneg. Mae Bro Morgannwg wedi gwneud gwaith da yn uwch-sgilio staff y dderbynfa fel eu bod nhw'n gallu delio'n eang iawn efo gwasanaethau yn y Gymraeg a'r Saesneg. Felly, maen nhw wedi meddwl y tu allan i'r bocs, os liciwch chi, a meddwl sut y gallant newid gwasanaethau mwy cyffredinol i gryfhau beth maen nhw'n ei ddarparu yn y dderbynfa. Ond, rydw i yn meddwl hefyd fod yna ddiffygion amlwg yn y derbynfeydd o ran dim bathodyn, dim arwydd a rhai enghreifftiau o anghwrteisi, efallai, wedi dod i fyny o rai o'r arolygon rydym ni wedi eu gwneud. Mae hynny'n siomedig. Felly, rydw i'n meddwl bod angen codi ymwybyddiaeth, ac mae'r amser yn dechrau symud ymlaen, rŵan, lle rydych chi'n disgwyl gweld y staff wedi'u recriwtio ac yn dechrau ymddangos. Fe wnes i edrych yn ôl dros bedair blynedd - rydym ni wedi bod yn gwneud yr adroddiadau yma ers pedair blynedd - ac rydych chi'n gweld bod y galwadau ffôn wedi cynyddu o rywbeth o dan chwarter yn 2014-15 i rŵan yn y 90 y cant a bron â chyrraedd 100 y cant. Ond, efo derbynfeydd, roedd o tua 37 y cant yn 2014-15 ac mi wnaeth o gynyddu ym mlwyddyn gyntaf y safonau. Roedd y gwaith gwirio y gwnaethom ni'n dangos 60 y cant, felly roeddem ni'n teimlo'n eithaf calonogol, ond mae o nôl rŵan, heb ei gynnal, i lawr i rywbeth fel 38 y cant o wasanaethau Cymraeg wyneb yn wyneb ar gael. Felly, mae yna rywbeth sydd ddim yn gweithio a bydd yn rhaid inni gael sgyrsiau, rydw i'n meddwl, efo sefydliadau, ynglŷn â hynny, a gofyn iddyn nhw gymryd mwy o berchnogaeth i weld beth sy'n digwydd a pham nad ydyn nhw'n gallu cynnal y gwasanaethau a pham nad oes cynnydd parhaus yn fanna.