A message from the Secretary of the Cabinet

For many years, we have been working to become a more accessible organization. I have great respect for our accomplishments to date. But I also recognize that there is still work to be done.

The Ontario Public Service will be the first organization to comply with much of the Integrated Accessibility Standards Regulation, which comes into effect January 1, 2012. This plan outlines our strategy to meet – and exceed – the standards in the regulation.

It sets out our vision for accessibility, the changes we must make and the results we intend to achieve. Our immediate focus is to improve how we do business, make decisions and interact with our employees and citizens.

Improving accessibility for people is essential. It helps us build a talented workforce and deliver the highest level of service.

Peter Wallace

Secretary of the Cabinet

A message from the Chief Officer, Diversity and Accessibility

As employer, policy maker, and service provider, the Ontario Public Service is in a unique position when it comes to accessibility. Our obligations go well beyond simply complying with the law. We have a responsibility to model compliance and to lead by example.

As a leader, we are responsible for providing information and services in ways that work for people with disabilities. Getting in the front door is only part of the story. A host of barriers still prevent full participation by people of varying abilities.

We must advance our understanding of what makes a truly accessible organization, then transform that knowledge into a culture that builds accessibility into everything we do.

When people with disabilities can find work in an accessible environment, the number of qualified applicants increases. So we are focusing our attention on embedding accessibility in our employment practices – how we hire people, how we treat them on the job, and how we ensure they can comfortably and effectively stay on the job.

Accessibility is, quite simply, good for our business.

And that’s what this plan is all about. This is the first time the OPS has ever published its strategies for building an accessible organization. The plan incorporates the insights, knowledge, collective wisdom and the hard work of staff and managers in many different ministries throughout the OPS. It would not have been possible without their contributions.

I am confident that we will be able to create an OPS that is healthy and accessible for all, and that all Ontarians will benefit as a result. Our future depends on it.

Shamira Madhany

Chief Officer, Diversity and Accessibility, OPS

Realizing the Vision: Where We Are Headed

Releasing the constraints that limit full participation in the economy will create a significant force for economic growth. - The Martin Prosperity Institute’s Releasing Constraints: Projecting the Economic Impacts of Increased Accessibility in Ontario, June 2010

Accessibility in the Ontario Public Service

For the Ontario Public Service (OPS), accessibility means much more than people getting through the front door. It’s what happens once they’re inside that makes all the difference.

Navigating easily into and around buildings and offices, accessing services and information in an appropriate format, working in an accommodating environment – all these everyday situations are important parts of accessibility and they benefit everyone.

For many years, the OPS has had a vision and commitment to building an inclusive environment, and we continue to be a leader in developing accessible programs and services.

This Multi-year Accessibility Plan details our approach to building an inclusive OPS and takes our vision to a whole other level: achieving an accessible public service.

About the OPS Multi-Year Accessibility Plan

The OPS Multi-year Accessibility Plan is a road map that describes how we will transform the OPS into an accessible organization.

What is outlined here is the result of many years of experience designing and implementing accessibility programs and services. The contents were developed in consultation with staff, customers and people with disabilities.

In this document, you will find important background information about accessibility in the OPS. You will also find three key sections detailing our approach to building an accessible organization:

  • the OPS Accessibility Strategic Road Map: The overall vision, desired outcomes and strategy that will lead to achieving accessibility by 2025
  • key focus areas for immediate results: What we are doing to achieve results over the next five years
  • compliance with the AODA Our approach to compliance with Ontario’s accessibility legislation and highlights of key successes

Ontario is changing, and the key to the future is accessibility. About 15.5% or 1.85 million people in Ontario have a disability – that’s one in seven. That number is expected to grow significantly in the next 20 years as the population ages. The proportion of seniors is also expected to rise to 23.4% by 2036. The incidence of disability is higher for seniors than in the rest of the population. This will have an unprecedented effect on the way we work and live our lives. It will mean that many organizations will need to change the way they do business. They will need to recognize and accommodate these new realities in order to remain competitive. In short, we need to be prepared for a changing workforce and population in Ontario.

Goals and vision for an accessible OPS

Accessibility is a powerful tool – it improves our communication, it brings more people together, and it increases our competitive advantage. In an accessible organization, a broader range of people will be able to work for the OPS and more people will have access to our services.

Our goal is to make OPS workplaces and customer service centres accessible and welcoming environments – places where both employees and customers are accommodated according to their needs. Employees need to be able to function effectively and customers need to receive timely, high quality services in a way that works for them.

We want to provide excellent public service for all Ontarians. We want to reflect the public we serve in everything we do. And we want to attract the talented people we need to fill jobs. Building a dynamic and accessible organization will help us reach these goals.

Transforming our roles

To transform into an accessible organization, the OPS is making changes in its roles as:

  • employer
  • policy maker
  • service provider

Commitment to persons with disabilities

The OPS ‘commitment to persons with disabilities statement’ reflects our vision to become an accessible organization:

The OPS endeavours to demonstrate leadership for accessibility in Ontario. Our goal is to ensure accessibility for our employees and the public we serve in our services, products and facilities.

How we have been building an accessible OPS

Several key milestones have shaped our work

The OPS has been building an inclusive and accessible organization for a number of years. As a public sector organization, we are required to do this by law, under the Accessibility for Ontarians with Disabilities Act. But our involvement began much earlier, and has been influenced by several milestones.

Statutes such as Ontario’s Human Rights Code (revised in 1982 and 1990) and the Ontarians with Disabilities Act, 2001, laid the early groundwork for our approach to accessibility and inclusion. We committed many years ago to creating an inclusive organization, and have come a long way since we began this work.

The Accessibility for Ontarians with Disabilities Act: How we fit

In 2005, the government of Ontario passed the Accessibility for Ontarians with Disabilities Act (AODA), which requires that Ontario be an accessible province by 2025. To help public, private and non-profit organizations identify, prevent and remove barriers to accessibility, the AODA contains accessibility standards in areas, including:

  • customer service
  • information and communications
  • employment
  • transportation
  • the built environment

The accessibility standard for customer service came into force in 2008. The next three standards – information and communications, employment and transportation – have been combined into the Integrated Accessibility Standards Regulation (IASR). The IASR is now law and the requirements will be phased in over time. The standard for the built environment for facilities and outdoor spaces is still in development.

The OPS is proud to lead the way by becoming the first organization in Ontario to comply with the accessibility legislation.

"Citizens with Disabilities – Ontario commends the leadership of the OPS Diversity Office in guiding the Ontario Public Service to become accessible. Their initiative and willingness to consult with persons with disabilities through an organization such as Citizens with Disabilities – Ontario demonstrates a proactive approach to accessibility, making them an outstanding model for others to follow.”
- Pat Seed, Citizens with Disabilities – Ontario

Accessibility opens doors and creates possibilities for everyone. In a recent 2011 survey of OPS staff, 11% of respondents self-identified as having some kind of disability (non-visible or visible).

Our Strategic Focus: How We Will Get There

“Building a diverse, accessible and inclusive organization is a journey – not an event.”
- Shelly Jamieson, Former Secretary of the Cabinet, Head of the Ontario Public Service, Accessibility Expo 2011

The OPS Accessibility Strategic Road Map

What does an accessible OPS look like? Organizational change is complex and involves many components: policies, processes and practices; people; technology; infrastructure; communications and awareness. Taken together, these are the levers that will bring about change.

The OPS Accessibility Strategic Road Map provides an overall view of the approach to and management of organizational change.

Transformational Strategy - Implementation

Lever: Policies, processes and practices

Changes:

  • new/refreshed corporate directives and policies will reinforce accessibility considerations
  • new and existing tools and guidelines will embed accessibility criteria into day-to-day business practices
  • policy, program and legislative reviews take place to find and fix barriers to accessibility

Lever: People

Changes:

  • staff training (general and technical according to staff responsibilities)
  • performance commitments, talent management, and individual accommodation plans
  • accessible human resources practices
  • improving employment accommodation practices through a disability management review

Lever: Communications and awareness

Changes:

  • accessibility information is widely available through corporate communications and events
  • ongoing stakeholder outreach and consultations are held with persons with disabilities
  • accessible feedback mechanisms are in place

Lever: Technology

Changes:

  • accessible Intranet/Internet sites and business applications
  • telephony (TTY & IVR) widely available
  • accessibility features are built into new kiosks
  • materials available in accessible formats on request
  • I&IT staff know and understand the various adaptive technologies used in the OPS and who can provide customer assistance, training and trouble shooting

Lever: Infrastructure

Changes:

  • new facilities and all future extensive renovations are completed to meet new accessibility standard and OPS barrier-free guidelines
  • OPS facilities and premises will be retrofitted to meet new accessibility standards
  • furniture, desks, and work stations are appropriate for use by people with a range of disabilities and body types (adjustable tables/work stations, adjustable or varied height chairs, etc.)

Key Outcomes

  • People with disabilities who are OPS customers receive quality goods and services in a timely manner.
  • People with disabilities who are OPS employees participate fully and meaningfully in services and employment.
  • There is greater accessibility into, out of and around OPS facilities and public spaces.
  • Information and communications are available in accessible formats to all OPS staff and customers.
  • OPS staff are able to identify barriers to accessibility and actively seek solutions to prevent or remove them on a continuing basis throughout the organization.

How we will achieve results

A strong foundation helps build success

Building a solid structure and organization has been a key component of our success so far in creating an accessible organization.

We believe that the critical factors for our success include:

  • informed and committed leadership
  • organization-wide alignment and coordination
  • strong governance and accountability
  • measurement, evaluation and reporting

Informed and committed leadership

We need informed and committed leadership to propel us forward. From deputy ministers to directors, OPS leaders have identified accessibility as a priority. In addition, all OPS senior managers are encouraged to have a commitment to accessibility in their individual performance plans.

Each ministry also develops and implements an annual accessibility plan that includes initiatives to increase accessibility in the work environment, and to reduce and remove barriers. These plans are made publicly available to ensure that our leaders are accountable for promoting accessibility.

Organization-wide alignment and coordination

The OPS is a large organization with a workforce of 67,000 staff in ministries and agencies across the province. The OPS Diversity Office, guided by the Chief Officer, Diversity and Accessibility, provides coordination, vision and leadership to achieve organization-wide accessibility, diversity and inclusion.

The Diversity Office is responsible for the OPS Multi-year Accessibility Plan and for identifying the actions required to comply with the AODA.

The aim of the Diversity Office is to achieve a diverse and inclusive OPS that delivers excellent public service and supports all employees in realizing their full potential.

Employees who are engaged and knowledgeable are able to incorporate accessibility considerations into their daily business practices at all levels of the OPS. To ensure they have the tools and information they need, the Diversity Office is responsible for delivering clear communications across the organization. It also serves as a centre of excellence and provides the OPS with leading-edge expertise on accessibility, diversity and inclusion.

“Accessibility isn’t just a matter of creating a product and tacking on an accessible version at the end. It’s about thinking from day one about how we can make a better product … or policy … or program for everyone.”
- Ron McKerlie, Deputy Minister of Government Services, Secretary of the Management Board of Cabinet, Accessibility Expo 2011

Strong governance and accountability

An effective governance structure is key to realizing our vision. All employees have a role to play in accessibility, and key individuals and groups have been assigned responsibilities to ensure our goals are met:

  • Executive Champions of Accessibility: Senior leaders who champion and are accountable for accessibility include:
    • The Deputy Minister of Government Services/Secretary of the Management Board of Cabinet, who is accountable for implementing accessibility standards and coordinating the accessibility strategy. The Secretary is also the authority that reports compliance on behalf of the OPS to the Accessibility Directorate of Ontario.
    • The Chief Officer for Diversity and Accessibility, who is accountable for the development and execution of an accessibility strategy and providing leadership and expertise.
  • Accessibility Leadership Council: This senior executive team of Assistant Deputy Ministers plays a vital role in providing strategic advice and helping ensure the OPS is compliant with accessibility legislation.
  • Ministry Accessibility Leads: Each ministry has a representative who works as part of a group that champions the OPS accessibility agenda. The ministry leads provide tactical and “hands-on” assistance to guide ministries in their accessibility work, with guidance from the OPS Diversity Office.
  • Corporate and Central Services: Specific areas – such as information and information technology, human resources, procurement and emergency management – have overall responsibility for implementing accessibility standards.
  • Disability AdvISOry Council: This consolidated “voice” provides a critical perspective on the needs of persons with disabilities. This group is consulted frequently for feedback on accessibility strategies and implementation of key priorities.
  • Centre for Employee Health, Safety and Wellness: The Centre provides support to help promote effective, safe and timely employment accommodation for employees with disabilities and coordination of workplace discrimination and harassment prevention processes.

“Accessibility in the OPS is very important to me. It impacts both our employees and our customers and it is our responsibility as a public service to be accessible for everyone. That is why I volunteered to be the Executive Sponsor of the Disability AdvISOry Council. This group provides us with invaluable advice, discusses challenging issues, and provides a voice for persons with disabilities in the OPS to respond to our accessibility strategies.”
- Kevin Costante, Deputy Minister of Education

Measurement, evaluation and reporting

The success of this strategy – like any other – depends on having a clear way to measure, evaluate and report on progress.

The OPS reports publicly on progress toward accessibility in a number of ways:

  • Deputy Ministers are accountable for complying with accessibility legislation within their ministries and each ministry provides an annual compliance report
  • ministries publicly post their accessibility plans annually and include progress reports.
  • a corporate progress report will be released annually that documents progress on the OPS accessibility strategy
  • an OPS compliance report is submitted to the Accessibility Directorate of Ontario, which regulates compliance for all organizations in Ontario

In addition, two new initiatives are underway to ensure that we continue to progress, and that we are responding to the needs of employees and clients.

Quality and compliance assurance: The OPS will launch a process to ensure that existing and new regulatory requirements are implemented and maintained. This internal quality assurance and audit process will help us maintain long-term and systemic organizational change.

Listening to feedback: Getting feedback from staff and customers is an important part of our evaluation process. We are developing a consultation strategy to engage key groups, including those representing people with disabilities.

Key focus areas for immediate results

Creating an accessible OPS is a long-term, continuous process. However, our success will also depend on maintaining and achieving effective short-term goals. We are currently focusing on four key areas that will be catalysts for change in the near future and lead to long-lasting systemic change. This approach will enable the OPS to meet regulatory obligations and, over time, achieve an accessible organization. The following illustrates our four current accessibility goals for the period 2009 to 2016, and the results we intend to achieve.

What Results Look Like

Key Outcomes

The key outcomes that inform our operation approach to accessibility in the OPS include:

  • people with disabilities who are OPS customers receive quality goods and services in a timely manner
  • people with disabilities who are OPS employees participate fully and meaningfully in services and employment
  • there is greater accessibility into, out of and around OPS facilities and public spaces
  • information and communications are available in accessible formats to all OPS staff and customers
  • OPS staff are able to identify barriers to accessibility and actively seek solutions to prevent or remove them on a continuing basis throughout the organization

Operational Approach

The operational approach for the OPS is divided into four areas. Deliverables and timelines for each approach are divided up over the next five years as the OPS implements accessibility initiatives:

OPS Inclusion Lens

OPS Inclusion Lens builds accessibility into new and refreshed policies, programs and legislation.

2009-2012:

  • OPS Inclusion Lens applied to procurement, human resources, new policies, programs and legislation

2013:

  • accessibility criteria built into decision-making, project management, procurement, technology infrastructure, I&IT and training

2014-2016

  • inclusion Lens applied to all policies and practices
  • accessibility is part of all OPS business
Accessibility At Source

A new initiative to ensure accessibility is considered first in all core OPS business.

2009-2012:

  • Accessibility At Source initiative launched
  • staff trained on accessibility
  • accessible formats and communications guidelines produced
  • Accessibility Expo held annually

2013:

  • increased awareness in OPS of accessibility best practices in customer service and the workplace
  • new staff trained on accessibility
  • conduct management review on accommodation for employees with disabilities
  • Accessibility Expo held

2014-2016:

  • communications, websites, technology solutions and documents employ accessibility best practices
  • best practices on employment accommodation and return to work implemented
  • better accommodation for employees with disabilities resulting from management review
  • Accessibility Expo continues annually
Accessibility as an organizational priority

Accessibility as an organizational priority advanced by strong leadership, corporate communications, partnerships and consulting persons with disabilities.

2009-2012:

  • inclusion and accessibility commitments built into deputy ministers’ performance contracts
  • Deputy ministers are accountable for ministries’ annual accessibility plans and efforts to remove and prevent barriers
  • appropriate consultation strategies in place to engage persons with disabilities

2013:

  • ministries continue to publish annual accessibility plans and remove and prevent barriers
  • senior managers have accessibility performance commitments
  • ongoing consultation with persons with disabilities

2014-2016:

  • accessibility continues as strong organizational commitment
  • managers and staff have accessibility performance commitments
  • staff and customer feedback sought on accessibility innovations and improvements
Accessible Facilities

Accessible facilities through new builds, major retrofits and future lease agreements.

2009-2012:

  • increased awareness of barrier-free guidelines for new builds, major retrofits and lease agreements

2013:

  • continue to develop strategies for addressing infrastructure barriers

2014-2016:

  • OPS ready to implement requirements of AODA built environment regulation

The OPS Inclusion Lens helps weave in accessibility. The Diversity Office developed the award-winning Inclusion Lens, an online analytical tool that helps staff incorporate elements of inclusion into their work through an enhanced understanding of diversity and accessibility. The Inclusion Lens can be used when initiating a project or reviewing policies, programs, legislation, guidelines and procedures. In 2010, a new component was added that assists in reviewing legislation for accessibility barriers.

Compliance with the Accessibility for Ontarians with Disabilities Act

How we will get the job done

The OPS is demonstrating leadership by being the first organization in Ontario to meet the requirements of the AODA. We were first to report compliance with the customer service standard, and to meet requirements under the Integrated Accessibility Standards Regulation (IASR).

We achieve these goals by:

Ensuring organizational readiness to meet compliance

In order to meet and sustain compliance, the OPS revised policies or developed new ones with accessibility in mind. Policies and guiding principles not only help staff embed accessibility into everyday activities, but also help ensure that compliance activities are communicated and delivered in a consistent way across the OPS.

Providing quality assurance and audit practices

Compliance with the AODA needs to be kept active, so ongoing maintenance and quality controls are needed. The OPS is building a quality assurance and audit framework – including a verification process – for all ministries.

Support tools such as checklists and guides will be available so ministries can conduct audits on compliance. This system will help ensure compliance with the legislation and keep the issue of accessibility front and centre.

Implementing education and awareness

Comprehensive just-in-time and ongoing training give staff the knowledge, skills and tools they need to meet and exceed compliance requirements.

OPS staff have a broad range of functions and roles. For that reason, training is adapted to suit the type of work, the work location, and the type of involvement staff may have with accessibility.

Training topics include developing alternate formats, hosting accessible meetings, and creating documents, laws and regulations with accessibility in mind. A variety of training materials, resources and best practices have been developed as a result, and are shared across the OPS.

The OPS also prepares corporate communications materials that help managers and staff better understand their regulatory responsibilities and what they need to do to comply with the AODA.

The Accessibility Expo raises awareness - The OPS hosts an annual Accessibility Expo and the 2010 “Minds Matter” theme focused on raising awareness and understanding of mental health and substance use. Exhibitors from disability organizations participated and guest speakers shared their expertise. Over 400 people attended in person and another 120 via webcast, with participation at 17 regional locations as well. A follow-up survey conducted four months after the event indicated that the Expo had a lasting impact on participants. Approximately 90% of respondents said they were still using what they had learned. This annual event has been held for five years and continues to challenge and engage OPS employees in leading-edge discussions on accessibility and inclusion, ensuring organizational readiness to meet compliance.

Accountability and reporting compliance

The OPS has a “getting to yes” process that is used to achieve compliance. Each ministry receives expert advice from the Diversity Office and receives resources that define what is needed to meet and often exceed the obligations under accessibility regulations.

The OPS must file its official compliance report with the Accessibility Directorate of Ontario. In order to do this, the Diversity Office collects each ministry’s individual report and then submits its report to the Deputy Minister of Government Services /Secretary of the Management Board of Cabinet. The compliance report is then filed with the Accessibility Directorate of Ontario.

Our progress on the AODA regulations

The following outlines our commitments and our progress in meeting accessibility standards in six key areas:

  • customer service
  • information and communications
  • employment
  • procurement
  • transportation
  • the built environment

Customer Service

The OPS provides services to a diverse population of 13 million Ontarians. Developing an accessible customer service experience was an essential first step in our work.

Our vision

Customers must be served in ways that:

  • Best achieve an equitable customer experience when accessing government goods and services
  • Employ best efforts to develop and maintain customer service that is accessible
  • Use available budgets and resources wisely

Our commitment

The OPS is committed to ensuring that all staff and customers – whatever their ability – work in an accommodating environment and receive accessible goods and services in a timely manner.

How we will achieve our vision

  • Reviewing and updating policies and standards regularly to ensure high quality, accessible customer service
  • Consulting with key stakeholders and advisory groups on emerging or changing requirements
  • Embedding accessibility requirements into staff training and orientation materials
  • Using internal expertise to conduct reviews to ensure compliance and improve services
  • Reviewing customer feedback and taking appropriate action
  • Providing training for staff who serve the public or make policies that shape how services are delivered

Outcome

  • Members of the public receive an equitable and effective customer experience that accommodates their needs.

Our accomplishments

Customer Service Policy

The OPS has had an accessible customer service policy since 2009. The policy is linked to the government’s overall Service Excellence Directive and meets all the requirements of the customer service regulation. In some areas, it even exceeds the regulation. For example, the OPS went beyond the basic AODA requirement to permit support persons to accompany people with disabilities at events and attractions: the OPS waives admission fees for individuals who are supporting people with disabilities.

The Diversity Office keeps braille versions of the OPS Accessible Customer Service Policy available in order to respond promptly to requests for this alternate format.

OPS Accessibility Guideline

The OPS Accessibility Guideline clarifies mandatory requirements under the standard for customer service, and shares good practices. It is posted on an internal website for easy access by OPS employees.

Accessibility training

The Accessibility Directorate of Ontario developed three online e-learning courses to help OPS staff provide accessible customer service:

  • “May I Help You? Welcoming Customers with Disabilities”
  • “May I Help You? – Supplementary: 10 Things You Need to Know about Accessible Customer Service”
  • “Serve-Ability: Transforming Ontario’s Customer Service”

Customer service scenarios show staff how to serve people with disabilities in ways that respect their dignity and independence. The courses have been accessed more than 70,000 times since their launch in 2009.

The online course “The Oda: Maximizing the Contributions of Employees with Disabilities” has been mandatory for managers since 2002 and has been delivered in 1,000 sessions.

The OPS Diversity Office developed videos to support staff in their interactions with people with disabilities as part of their “Mission Possible” series:

  • “Your Turn to Lead: Guiding a person who has a dog guide or white cane”
  • “Interpreters, Intervenors, Attendants, Oh My! Interacting with someone when a support person is present”

The “Differences Matter” online course, also developed by the OPS Diversity Office, raises awareness of diversity and accessibility and has been taken by approximately 8,000 staff.

Course materials for all OPS learning programs are available in alternate formats.

“Taking the mandatory training has provided me with a stronger foundation and understanding of how to approach and interact with persons with disabilities. Knowing how persons with disabilities prefer to be served ensures that our processes are principle based. I feel my accessibility knowledge has been raised significantly.”
- Franca C., Ministry of Community Safety and Correctional Services

Service excellence expands access

The OPS renewed its commitment to service excellence by establishing a service vision and accompanying principles. The “OPS Service Directive and Guide” mandates accessibility as part of the core approach to providing quality and timely public service.

The OPS launched an annual Service Excellence Week through a series of accessible webinars. As a result, a new standard for accessible webinars has been established, including the use of closed captioning, to ensure that communications materials are accessible.

On The Ground: Accessibility in Action

Ministry of the Attorney General: Accessible courthouse services

The Accessibility Coordinator service is offered in all provincial courthouses to provide accessible services to people with disabilities. People with disabilities who attend court or receive services at any ministry-run courthouse can contact the local courthouse Accessibility Coordinator to request accommodation for a disability.

New Ontario Photo Identification

A new Ontario photo identification card was introduced to make it easier for people who do not have a driver’s licence to travel, open a bank account, and perform any other activities that require official ID. Ontarians with disabilities, seniors and other advocacy groups provided input on the design and availability of the card.

The Canadian National Institute for the Blind (CNIB) applauded the Government of Ontario for introducing the much-needed photo identification card.

This card benefits many citizens who do not drive, including nearly 380,000 people who are blind or partially sighted. The card includes raised lettering and a corner cut to make it easier for people who have a vision disability to find in their wallet.

Ontario residents who are 16 and older were able to apply for the new photo ID card at 21 selected ServiceOntario centres as of July 25, 2011 and the cards will be available in all ServiceOntario locations by December 31, 2012. As of December 3, 2011, 22,058 cards are in production. Currently, customers can book appointments by phone to get an Ontario Photo Card at selected centres.

Commitment to accessibility at ServiceOntario

ServiceOntario is a dynamic organization that carries out more than 48 million interactions with over 13 million customers in Ontario every year. Many government services are available in multiple ways – in person, by phone and online, and 95% of Ontarians are within 10 kilometres of an integrated ServiceOntario location. ServiceOntario handles more than 9 million online transactions each year.

Effective communication with customers across the province is vital, so staff training on accessibility is mandatory.

Recent initiatives include the following:

  • accessibility guides were developed to support training sessions, and tip sheets are available to help staff create inclusive communications materials including accessible websites
  • the Inclusion Lens is used for project planning – it helped shape the Accessible Parking Permit Project and the Contact Centre Modernization Project so that accessibility was considered and implemented throughout each project
  • accessibility was a key design component of ServiceOntario’s self-serve network of 71 kiosks, one of the largest in North America
  • ServiceOntario offers the opportunity for customers to provide feedback. A customer with a disability voiced their concern about the counters being too high. As a result of this feedback, counters were lowered at one pod in each office in that region and modifications were subsequently made at other offices as well
  • a bright idea by a ServiceOntario staff member led to the development of an accessible signature guide to help customers who have vision disabilities or who experience other challenges signing their cards
  • ServiceOntario offers alternate formats of ministry publications upon request

“All clients that used the signature guide thought that the guide was perfect. The colour contrast was great and they could feel where to sign.”
- Canadian National Institute for the Blind representative

“Anyone who has ever heard me speak on accessibility knows just how important it is to me personally; and it’s a top priority for the OPS and ServiceOntario. We understand how important it is to create a workplace where every employee can bring their best to work every day, without worry of barriers or ignorance. We’ve come a long way but we know there is always more work to do.”
- Bob Stark, Deputy Minister of Government Services, ServiceOntario, December 5, 2011 Blog Entry

Information and communications

Communicating and providing information in ways that work for all employees and customers is another cornerstone of building an accessible organization.

Our vision

The OPS will follow universal design principles and best practices when developing, implementing and maintaining information and communications strategies and products. This includes websites, intranet sites, communications materials, telephone communications and face-to-face interactions. The goal is to achieve the most effective and efficient access to information for all users.

Our commitment

The OPS is committed to ensuring that information and communications are available and accessible to people with disabilities.

How we will achieve our vision

  • Achieving compliance with the Web Content Accessibility Guidelines-based (WCAG) commitments in the Information and Communication section of the IASR (Integrated Accessibility Standards Regulation) to ensure websites are accessible for all.
  • Developing guidelines and best practices for creating accessible documents for common desktop applications such as MS Word, Excel and PowerPoint.
  • Ensuring that information, including emergency procedures, plans, and public safety, is readily available in a variety of alternate formats such as large print, HTML and tagged PDFs.
  • Developing a training strategy to ensure that staff, partners and stakeholders have the knowledge, tools and technical advice to create accessible materials.
  • Ensuring that kiosks have accessibility features in their design.
  • Continuing to expand knowledge and use of accessible devices such as audio amplifiers, text-to-audio and video relay in American Sign Language and langues des signes québécoise.

Outcome

  • OPS employees and customers receive equal and timely access to the information and communications products they need.

Our accomplishments

Written materials

Staff who work in communications receive training on developing or revising materials with accessible content in alternate formats.

Key OPS staff have been trained to create, evaluate and enhance accessible PDF documents using Adobe Acrobat Professional.

OPS staff can access a single reference source on how to create accessible documents using common office applications such as Word, PowerPoint and Adobe Acrobat.

ServiceOntario makes ministry publications available in alternate formats on request.

Provincial residential schools administered by the OPS make educational materials available in alternate formats to students as required.

A “Mission Possible” series of videos has been developed to help staff develop accessible documents:

  • “A Word about Word: Making Microsoft Word Documents Accessible”
  • PDF: Making PDFs Accessible and Checking for Accessibility”
  • “Connecting the Dots: Making Braille-ready Documents”
Outcome
  • The video series has been viewed 1,200 times since its launch in December 2010.
  • Staff have the knowledge and skills to create content that is accessible and conversion-ready for alternate formats.
E-mail

OPS staff are encouraged to use best practices to make email communications more accessible:

  • avoiding the constant use of PDF attachments to relay information and placing content in the body of the email when possible
  • when using attachments, ensuring the content – if brief – is also copied into the body of the email
  • providing context and further information with a link to the HTML version of the full document

Communications standards are being developed and implemented to ensure government information is accessible to all users.

New tool helps test website accessibility. The I&IT Accessibility Centre of Excellence competitively procured an automated tool for evaluating a website’s conformance to WCAG. The tool is available for all OPS staff to use.

Outcome
  • Communications standards are being developed and implemented to ensure government information is accessible to all users.
Websites

In 2007, the OPS I&IT Accessibility Centre of Excellence was established with the mandate of being an authoritative source of I&IT accessibility information. The I&IT Accessibility Centre of Excellence promotes conformance to international standards, guidelines and best practices related to I&IT accessibility for the OPS.

The OPS has also developed resources such as:

  • web accessibility screen reader demonstration video
  • creating tagged Adobe PDF documents from Microsoft Office Applications
  • repairing Inaccessible PDFs
  • making PDF forms accessible
  • understanding and adding tags and document structure
  • evaluating PDFs for accessibility problems

Internal standards have been created for the development of new public and internal websites to ensure they are aligned with WCAG 2.0 Aa standards and the IASR.

I & It staff have also assessed and enhanced a number of ministry internet sites to improve accessibility. In addition, ministries are provided with an accessibility template as part of an online design program, and will continue to review and update websites for accessibility.

Standards, resources and technical specifications have been developed to support the refreshing of websites so they will meet or exceed legislated obligations for accessibility.

Outcome
  • Standards, resources and technical specifications have been developed to support the refreshing of websites so they will meet or exceed legislated obligations for  ccessibility.
Telephones
  • Interactive Voice Response (IVR) and Telephony (“Press 1 for… Press 2 for …”) are more accessible now that a checklist for accessible solutions has been posted and made available for all staff.
  • The OPS has developed a policy, guidelines and criteria for TTY lines.
  • There are now over 330 TTY numbers in the OPS.
  • A “Mission Possible” video, “It’s Your Call: Using a TTY and the Bell Relay System to communicate with someone who is deaf, deafened or hard of hearing” helps OPS staff learn how to interact with someone using a TTY.

Outcome

  • People with disabilities will be able to more easily access OPS products and services with the use of common assistive devices.
  • Accessibility best practices have been incorporated into technology and Telephony systems.
  • Staff have been trained on how to use these systems.

What is WCAG 2.0 AA?

The Web Content Accessibility Guidelines (WCAG) is a collection of documents developed by the World Wide Web Consortium (W3C). These documents explain how to make web content more accessible to persons with disabilities. Web accessibility involves understanding a wide range of disabilities, including visual, auditory, physical, cognitive, speech, learning, language, and neurological disabilities. For each of the twelve guidelines there are success criteria used to test the website at three different levels: A, AA and AAA.

On The Ground: Accessibility in Action

Courthouse services more accessible

To make in-person communications more accessible, the Ministry of the Attorney General has expanded sign language interpreter policies beyond court hearings to include all court services.

Increasing the number of assistive listening devices to provide clear sound across a room and reduce background noise is helping people with disabilities hear or concentrate when using court services and programs. The ministry is also developing a guide on assistive listening devices for the public to ensure those who can benefit from these devices are aware of and can make use of them.

OPS produces accessible employee survey

When designing a recent employee survey for 67,000 OPS staff, the Ministry of Government Services required the vendor to use a fully accessible approach. This involved ensuring the compatibility of their online survey with assistive tools such as ZoomText, Jaws and Dragon Naturally Speaking and providing key results reports in an accessible format. The survey also included questions to help estimate the number of employees with disabilities across the OPS, whether people with disabilities required accommodation on the job and if their needs were actually being met.

“As an employee in the OPS who uses a screen reader to do my job, I have noticed significant changes over the past several years in the accessibility of internal documents and communications. It is very heartening to see my employer, and staff in our organization, champion accessibility and go above and beyond legal requirements in a number of areas to make the OPS a more accessible workplace.”
- Jonathan Cecilli, HROntario

Employment

The process of finding, getting and keeping a job must be inclusive and accessible in order to build an effective workforce in the OPS.

Our vision

The OPS will be an employer of choice that enables and encourages persons with disabilities to participate fully in all aspects of the organization.

Our commitment

The OPS is committed to inclusive and accessible employment practices that attract and retain talented employees with disabilities. The OPS has a long history of modeling the spirit of Ontario’s Human Rights Code and has developed and implemented policies that support accommodation and address non-discrimination and harassment allegations.

How we will achieve our vision

Staff Training

Recruitment managers and staff will receive accessibility training that supports the goals of the AODA. It is expected that the training will cover a range of topics such as:

  • how to identify and remove barriers in the workplace for staff and customers
  • understanding and accommodating various types of disabilities and their impact on work performance
  • understanding employer obligations to provide employment accommodation
  • understanding OPS obligations and leadership under AODA regulations
  • enhancing workplace emergency responses through individualized emergency response information and assistance as required
  • revising individual work plans and developing a manager’s guide, tools and templates to remove barriers from screening practices
Websites

The OPS Careers website will be updated to ensure accessibility. Tools, tips and resources in alternate formats will be available for candidates who are preparing for an interview with the Ontario government.

The OPS Wellness website provides information on the OPS policies and best practices related to employment accommodation.

Outcomes

  • As required, individual workplace emergency response plans have been developed for employees with disabilities.
  • Reference materials on disability-related absence management are available.
  • Employment-related policies and procedures are reviewed to ensure they meet legislated requirements.
  • Recruitment, retention and career development programs and processes are barrier-free.
  • Accommodation for disabilities is offered and provided as required.
Our accomplishments
  • The OPS has been voted one of Canada’s Best Diversity Employers for the past four years (2008, 2009, 2010 and 2011) and one of the Top 100 Employers in Canada for the past three years (2009, 2010 and 2011). Accessibility is a key factor in both award programs.
  • More people with disabilities are aware of career opportunities in the OPS through career fairs, use of accessible job search websites and our membership with Equitek, which broadcasts open OPS job advertisements daily to over 850 outreach partners across Canada, accessing a multi-cultural talent pool representative of Canada’s diversity.
  • Over a two-year period, fourteen individuals with self-declared disabilities have been offered internships in the OPS. In addition to providing work experience for people with disabilities who need workplace accommodations, this initiative provides “real life” experience to help the OPS identify and remove barriers.
  • A barrier-free recruitment strategy has been implemented to remove barriers from the hiring process:
    • Phase one: removing barriers from job advertisements. All job advertisements are in plain language, available in alternate formats and include information for applicants on how to request accommodation or assistance. OPS recruitment staff must respond to requests within 48 hours.
    • Phase two: removing barriers from the selection process. All applicants invited to interviews are asked if they require accommodation in order to participate.
    • Phase three: (under development) removing barriers from resume screening practices.
  • Hiring managers have received new training materials including a “Manager’s Guide to Removing Barriers from the Recruitment Process” and a “Barrier-Free Interview and Selection Best Practices” checklist. A “Best Practices in Recruitment Tip Sheet” helps ensure practices are fair, transparent and consistent.
  • The “Manager’s Toolkit: Providing Accommodation to Employees with Disabilities,” developed by the Ministry of Community and Social Services, was launched at the 2010 Accessibility Expo.
  • The OPS Employment Accommodation Fund is a central resource that supports workplace accommodations for staff members with disabilities.
  • Accessibility considerations have been added to the OPS employee wellness strategy and reference materials on disability-related absence policies are available.

“The OPS is a huge and multi-faceted organization with a wide range of services and functions. I am continually impressed with the commitment expressed by staff and leaders – at all levels – to accessibility. No longer are people asking, ‘Why do we need to be accessible?’ Instead, they are asking, ‘How do we become more accessible?’ This small change in the question reflects a huge change in attitudes and awareness – building blocks that will help us achieve our accessibility goals across the OPS.”
- Tracy Odell, 
OPS Diversity Office

On The Ground: Accessibility in Action

Universal Access Centre is accessibility in action

Accessible employment practices are front and centre at the Ministry of Transportation’s Universal Access Centre in St. Catharines, which opened its doors in December 2010. This multi-purpose facility features an accessible meeting room, testing facility and waiting area. Its mandate is to raise awareness among staff and managers about assistive technologies and is a model for other organizations interested in creating accessible facilities. This approach to business promotes an accessible recruitment process, accommodating people with disabilities at work, and facilitates manual testing of information and communication products.

New Queen’s Park Wellness Centre

The Queen’s Park First Aid and Wellness Centre, modeled after the Ministry of Transportation’s Universal Access Centre, has many accessibility features. It will provide access for staff and managers to test assistive technologies to broaden exposure to these devices across the OPS.

Procurement

The OPS is a major purchaser of goods and services. It is important that procurement processes are inclusive so that all Ontarians can participate, and all vendors are aware of the need to provide accessible goods and services.

Our vision

Availability of accessibility options is a high priority in the procurement process. The vendor community is aware of and understands the need to demonstrate leadership in removing barriers for persons with disabilities.

Our commitment

The OPS is committed to integrating accessibility into procurement policies, procedures and practices by:

  • conducting regular reviews and updates of procurement-related directives, policies, procedures and standards
  • consulting with key stakeholders, advisory groups and vendors on promoting awareness of accessibility issues
  • embedding accessibility requirements into the procurement process
  • conducting reviews to ensure compliance and continuous improvement in procurement practices
  • reviewing feedback on the procurement process and taking appropriate action as needed

How we will achieve our vision

  • The Ministry of Government Services (MGS) is committed to implementing accessible procurement practices and processes.
  • MGS supports its government partners by incorporating accessibility considerations and requirements into the procurement cycle, including the planning and document development stages. Outreach sessions are held in physically accessible venues across Ontario and brochures, training and educational materials are provided in accessible formats.
  • Through policies and practices that include accessibility considerations, government buyers are able to conduct business in a way that accommodates Ontarians of all abilities.

Outcome

The OPS market influence has generated a heightened level of awareness and responsiveness in adopting accessibility measures in the vendor community.

Our accomplishments

Procurement directives, tools and guidelines have been updated to meet new accessibility standards. Accessibility considerations are now part of the procurement process.

For example, the bidding process has been revised for suppliers who host government events. Knowledge of and experience with accessibility is mandatory for the first time and suppliers must now help make OPS events accessible.

“The Events Staging Request for Procurement (RPF) process represented the first time that the evaluation of accessibility requirements were formalized through the collaboration of the OPS Diversity Office and procurement. The results have been shared as a best practice elsewhere within the OPS to make changes to other RPFs. The OPS Diversity Office also shared this process externally with the Toronto 2015 Pan/Parapan American Games planning team. This is a real ground-breaking initiative that demonstrates OPS leading edge thinking around accessibility with procurement of services, from event staging to products in general!”
- Sydney Wercberger, Supply Chain Management Division

On The Ground: Accessibility in Action

Accessible videos produced

The right product at the right price was the positive result of the Ministry of Government Services’ search for a vendor to produce OPS educational videos. The ministry found a cost-effective supplier who was able to deliver videos in high definition and incorporate American Sign Language, captioning and audio descriptions.

Transportation

About transportation standards

While much of the responsibility for transportation in Ontario resides with municipalities, the OPS – through several government agencies and Crown corporations – provides accessible transportation services, including the operation of several ferries.

The Wolfe Island Ferry, as an example, is exempt from both Transport Canada’s Ferry Accessibility for Persons with Disabilities Code of Practice and the transportation standards for ferries in the Integrated Accessibility Standard Regulation because it weighs less than 1,000 gross tonnes. However, the Ministry of Transportation Ontario (MTO) recognizes and prioritizes the need to provide accessible services.

An example of MTO’s accessibility in practice, the Wolfe Island Ferry services have been enhanced to include:

  • the posting of signs in conspicuous areas inviting passengers to tell crew members about their specific assistance requirements during an emergency evacuation
  • enhancement of the accessibility of emergency procedures on MTO ferry services by providing travellers with pre-sailing announcements on safety measures in alternate formats
  • improved accessibility on the shore side at Wolfe Island by providing:
    • curb cuts where appropriate to allow for wheelchair access
    • wheelchair accessible picnic tables and waiting area
    • upgraded sidewalks to allow for easier wheelchair access

In addition to the improvements cited above, the ministries promoted the practice of accommodating travellers who request assistance with the municipalities who are responsible for the operation of a number of municipal ferries across the province.

Built environment

The OPS strives to be a leader in developing the built environment and plans are underway to incorporate accessibility retrofits into a number of government facilities when renovations are undertaken.

Our vision

Customers, staff and visitors will be able to move freely – unrestricted by barriers – in all OPS interior and exterior spaces.

Our commitment

The OPS is committed to greater accessibility into, out of, and around our facilities.

How we will achieve our vision

  • It is expected that the AODA’s built environment standard will require accessibility features to be incorporated into newly constructed facilities and those that need significant renovations.
  • The OPS will continue to model best practices when undertaking accessibility retrofits of existing facilities.

The 2006 Barrier Free Guidelines provide accessibility design criteria for a variety of building elements that are generally above and beyond current legislative requirements. The 2006 Guidelines are the minimum requirement for new construction, including Alternative Financing Procurement and major retrofit projects at Ontario government facilities and is applied where it is technically feasible. Where enhanced accessibility could be achieved, it is incorporated into the facility design in cooperation with and agreement of the applicable client ministry and project design team.

When government leases accommodations from the private sector, efforts are made to enhance accessibility in facilities used by the public and government employees. Where technically feasible, Infrastructure Ontario uses the 2006 Barrier Free Guidelines as a reference for negotiating new leases and renewals.

Outcome

OPS facilities will strive to have accessible and accommodating environments for both staff and customers.

Our accomplishments

Getting in and around government facilities - From picking up a driver’s licence to having a day in court, Ontario government facilities are alive with activity every day. But for people with disabilities, it can be difficult to get around in facilities that were designed in another era, when barrier-free accommodations were not usually provided.

Infrastructure Ontario is working on improving access to the built environment and uses barrier-free guidelines for major renovations and new construction of Ontario government facilities.

The Ministry of Infrastructure’s Long-Term Infrastructure Plan, “Building Together,” indicates that all entities seeking provincial infrastructure funding for new buildings or major expansions/renovations will be required to demonstrate how the funding will prevent or remove barriers and improve the level of accessibility where feasible.

The newly acquired 222 Jarvis Street building will allow the Ministry of Government Services to consolidate 13 offices into one location. This iconic building is currently being retrofitted and modernized into an accessible workplace.

Some of the accessibility features will include exterior access ramps, power door operators on the accessible route of travel and tactile signage. The interior of the building will use colour and textural contrasting and all the floors will have accessible washrooms. Within the workspace area there will also be widened corridors and increased circulation room in common spaces.

Accessibility has been increased at four major Ontario government facilities:

  • Osgoode Hall (130 Queen Street West, Toronto) heritage entrance
  • Macdonald Block (900 Bay Street, Toronto) elevator conversion
  • Macdonald Block washrooms
  • Whitney Block (99 Wellesley Street West, Toronto) heritage entrance

“As co-chair of the Accessibility Leadership Council and as a senior executive in the OPS responsible for our facilities, I know how important accessibility is. As we prepare for the anticipated Built Environment Standard, we continue to model best practices and look for responsible and strategic ways to implement accessibility features in all the work we do.”
- Victoria Vidal-Ribas, Assistant Deputy Minister, Ministry of Infrastructure

On The Ground: Accessibility in Action

Accessibility in the great outdoors

Thanks to the support of Ontario Parks and the partnership of The Friends of Awenda Provincial Park, persons with disabilities can better enjoy the rugged Georgian Bay landscape. Awenda Provincial Park features six accessible campsites, barrier-free washrooms and shower facilities, a platform to the edge of an inland lake for fishing or viewing, and almost a kilometre of accessible boardwalk and nature trails. There is also a non-motorized all-terrain wheelchair available at no charge, which enables visitors with disabilities to explore areas of the park that would not otherwise be accessible.

Accessibility at the Pan/Parapan American Games

Infrastructure Ontario and Waterfront Toronto are working with Toronto 2015 to develop the section of the West Don Lands that will be home to the Toronto 2015 Pan/Parapan American Games Athletes’ Village. Locating the Athletes’ Village in the West Don Lands will significantly increase the pace of transforming the area and will create a unique legacy of the Games. The Athletes’ Village will be built based on Waterfront Toronto’s vision for a green, modern and vibrant new community as outlined in Waterfront Toronto’s West Don Lands Precinct Plan and will include accessible, barrier-free, state-of-the-art facilities and amenities.

Leading the Way Forward: A Final Word

Our Commitment

The OPS is committed to making accessibility throughout the organization a reality. Our progress so far would not have been possible without the vision of senior executives, the leadership of the OPS Diversity Office, the concerted efforts of individual ministries and their accessibility planning leads, and the commitment of many individuals – with and without disabilities – throughout the OPS. We thank them for their invaluable feedback, input and dedication to this work.

There is much more to accomplish. Many of our initiatives are in full swing and more are on the drawing board. We will continue to identify and remove barriers at every level of the OPS in order to create accessible spaces and services that everyone can use.

We’d like to hear from you

Do you have any thoughts or feedback on what has been accomplished so far? Ideas on how plans or projects could be improved? Do you need any other information to move forward with your own plans? Please contact us with your questions and ideas. We would be pleased to hear from you.

Phone General Inquiry: 416 326 8555

Toll Free: 1 800 268 1142

TTY: 416 326 8566

Mail:
Ministry of Government Services
Room 4320, Whitney Block
99 Wellesley Street West
Toronto, ON M7A 1W3

E-mail: info.Mgcs@ontario.ca

This document is available online (Government of Ontario website) in the following formats:

  • HTML
  • Accessible PDF

Alternate formats of this document are available at no charge from:

Service Ontario Publications
777 Bay Street, Suite M212, Market Level,
Toronto, ON M5G 2C8

Phone: 416 326 5300 or Toll Free: 1 800 668 9938

TTY: 1 800 268 7095

Fax: 613 545 4223

Website: Publications website

Appendix 1: OPS Accessibility Principles

A plan is only as good as its guiding light – in this case, a set of accessibility principles that all ministries in the OPS will follow. Staff must use reasonable efforts to ensure that policies, programs and services – including procedures and practices established to provide accessible service to persons with disabilities – reflect these principles.

Dignity

The principle of respecting the dignity of persons with disabilities means treating them as customers who are as valued and deserving of high quality and timely service as any other customer. Persons with disabilities are not treated as an afterthought or forced to accept lesser service, quality or convenience. The delivery of goods and services must take into account how persons with disabilities can effectively access and use them.

Independence

In some instances, independence means freedom from control or influence of others – in other words, the freedom to make one’s own choices. It can also mean freedom to do things one’s own way. People who move or speak differently must not be denied the opportunity to participate in a program or service, for example. People with disabilities need to be able to take the time they need, without being rushed or having a task taken away from them.

Integration

The provision of goods or services must be integrated so that persons with disabilities may benefit from the same services, in the same place and in the same or similar way as other customers. Integration means that policies, programs, services, practices and procedures are designed to be accessible to everyone, including persons with disabilities.

Equal Opportunity

Equal opportunity means that persons with disabilities have the same access as others to obtain, use and benefit from goods or services. They should not have to make significantly more effort to access or obtain services. They should also not have to accept lesser quality or more inconvenience than any other customer.

Appendix 2: Definitions

Accessibility: a general term used to describe the degree of ease that something (e.g., device, service, environment) can be used and enjoyed by persons with a disability. The term implies conscious planning, design and/or effort to ensure it is barrier-free to persons with a disability and, by extension, highly useable and practical for the general population as well.

Accessibility for Ontarians with Disabilities Act (AODA), 2005: the purpose of the Act is to develop, implement and enforce accessibility standards in order to remove barriers for Ontarians with disabilities on or before January 1, 2025 in relation to goods, services, facilities, accommodations, employment, facilities, structures and premises. The AODA came into force on June 4, 2005.

Accessible: that which can be easily reached or obtained; a facility that can be easily entered; posing no obstacles to persons with disabilities.

Accessible formats: may include, but are not limited to, large print, recorded audio and electronic formats, Braille and other formats useable by persons with disabilities.

Adaptive technologies: technologies that enable persons with disabilities, primarily physical disabilities, to use regular versions of products such as computers or telephones.

Assistive devices: equipment that assists people to perform a given task; usually devices that people bring with them, such as a walker, scooter, wheelchair or personal oxygen tank.

Assistive technology: technological devices that have been developed with features specifically helpful for people with disabilities. Publishers may be asked to supply file formats that are compatible with particular types of assistive technology.

Communications: the interaction between two or more persons or entities, where information is provided, sent or received.

Communication supports: may include, but are not limited to, captioning, alternative and augmentative supports, plain language, sign language and other supports that facilitate effective communications.

Conversion ready: an electronic or digital format that facilitates conversion into an accessible format.

Disability: the interaction between the social, cultural or physical environment and a person’s impairment that creates barriers. Disability may be apparent to others or hidden, inherited, self-inflicted or acquired, perceived or presumed.

Diversity: refers to the presence of a wide range of human qualities and attributes within a group or an organization. The dimensions of diversity include, but are not limited to, age, gender, race, ethnicity, physical and intellectual ability, religion, sexual orientation, educational background and expertise.

HTML/XHTML (HyperText Markup Language): the markup language for web pages and provides the basic building blocks of web pages. XHTML is a set of XML specifications that extend the rather limited capabilities of HTML and make it more disciplined. Both HTML 5.0 and XHTML 5.0 are currently under development by the World Wide Web Consortium.

Information: includes data, facts and knowledge that exists in any format, including text, audio, digital or images, and that conveys meaning.

Ontarians with Disabilities Act (ODA), 2001: requires government ministries, municipalities and public sector organizations such as transportation organizations, hospitals and school boards to develop an annual accessibility plan aimed at identifying, removing and preventing barriers to accessibility in a number of areas, such as government buildings, publications and internet sites.

PDF (Portable Document Format): a file format, which enables a document to be used on many different computer platforms but always to maintain the same visual appearance and page layout. Originally developed by Adobe in the early 1990s, PDF is now an ISO standard and is widely used throughout the publishing industry both as part of its process for producing printed products and for some types of electronic products. The specifications of PDF files may vary depending on their intended use; some forms of PDF (particularly those specifically aimed at printing applications) are far from ideal for use in the production of accessible editions.

Appendix 3: The OPS Strategic Road Map

Vision: An Accessible OPS

Foundation

  • informed and committed leadership
  • strong governance and accountability
  • alignment and co-ordination
  • measurement, evaluation and reporting

Transformational Strategy

Implementation

Lever: Policies, processes and practices

Changes:

  • new/refreshed corporate directives and policies will reinforce accessibility considerations
  • new and existing tools and guidelines will embed accessibility criteria into day-to-day business practices
  • policy, program and legislative reviews take place to find and fix barriers to accessibility

Lever: People

Changes:

  • staff training (general and technical according to staff responsibilities)
  • performance commitments, talent management, and individual accommodation plans
  • accessible human resources practices
  • improving employment accommodation practices through a disability management review

Lever: Communications and awareness

Changes:

  • accessibility information is widely available through corporate communications and events
  • ongoing stakeholder outreach and consultations are held with persons with disabilities
  • accessible feedback mechanisms are in place

Lever: Technology

Changes:

  • accessible Intranet/Internet sites and business applications
  • telephony (TTY & IVR) widely available
  • accessibility features are built into new kiosks
  • materials available in accessible formats on request I&IT staff know and understand the various adaptive technologies used in the OPS and who can provide customer assistance, training and trouble shooting

Lever: Infrastructure

Changes:

  • new facilities and all future extensive renovations are completed to meet new accessibility standard and OPS barrier-free guidelines
  • OPS facilities and premises will be retrofitted to meet new accessibility standards
  • furniture, desks, and work stations are appropriate for use by people with a range of disabilities and body types (adjustable tables/work stations, adjustable or varied height chairs, etc.)

Key Outcomes

  • people with disabilities who are OPS customers receive quality goods and services in a timely manner
  • people with disabilities who are OPS employees participate fully and meaningfully in services and employment
  • there is greater accessibility into, out of and around OPS facilities and public spaces
  • information and communications are available in accessible formats to all OPS staff and customers
  • OPS staff are able to identify barriers to accessibility and actively seek solutions to prevent or remove them on a continuing basis throughout the organization

Appendix 4: What Results Look Like

Key Outcomes

The key outcomes that inform our operation approach to accessibility in the OPS include:

  • people with disabilities who are OPS customers receive quality goods and services in a timely manner
  • people with disabilities who are OPS employees participate fully and meaningfully in services and employment
  • there is greater accessibility into, out of and around OPS facilities and public spaces
  • information and communications are available in accessible formats to all OPS staff and customers
  • OPS staff are able to identify barriers to accessibility and actively seek solutions to prevent or remove them on a continuing basis throughout the organization

Operational Approach

The operational approach for the OPS is divided into four areas. Deliverables and timelines for each approach are divided up over the next five years as the OPS implements accessibility initiatives:

OPS Inclusion Lens

OPS Inclusion Lens builds accessibility into new and refreshed policies, programs and legislation.

2009-2012:

  • OPS Inclusion Lens applied to procurement, human resources, new policies, programs and legislation.

2013:

  • accessibility criteria built into decision-making, project management, procurement, technology infrastructure, I&IT and training

2014-2016:

  • inclusion Lens applied to all policies and practices
  • accessibility is part of all OPS business

Accessibility At Source

A new initiative to ensure accessibility is considered first in all core OPS business.

2009-2012:

  • Accessibility At Source initiative launched
  • staff trained on accessibility
  • accessible formats and communications guidelines produced
  • Accessibility Expo held annually

2013:

  • increased awareness in OPS of accessibility best practices in customer service and the workplace
  • new staff trained on accessibility
  • conduct management review on accommodation for employees with disabilities
  • Accessibility Expo held

2014-2016:

  • communications, websites, technology solutions and documents employ accessibility best practices
  • best practices on employment accommodation and return to work implemented
  • better accommodation for employees with disabilities resulting from management review
  • accessibility Expo continues annually.

Accessibility as an organizational priority

Accessibility as an organizational priority advanced by strong leadership, corporate communications, partnerships and consulting persons with disabilities.

2009-2012:

  • inclusion and accessibility commitments built into deputy ministers’ performance contracts
  • Deputy ministers are accountable for ministries’ annual accessibility plans and efforts to remove and prevent barriers
  • appropriate consultation strategies in place to engage persons with disabilities

2013:

  • ministries continue to publish annual accessibility plans and remove and prevent barriers
  • senior managers have accessibility performance commitments
  • ongoing consultation with persons with disabilities

2014-2016:

  • accessibility continues as strong organizational commitment
  • managers and staff have accessibility performance commitments
  • staff and customer feedback sought on accessibility innovations and improvements

Accessible Facilities

Accessible facilities through new builds, major retrofits and future lease agreements

2009-2012:

  • increased awareness of barrier-free guidelines for new builds, major retrofits and lease agreements

2013:

  • continue to develop strategies for addressing infrastructure barriers

2014-2016:

  • OPS ready to implement requirements of AODA built environment regulation