Accessible by Design: Ontario Public Service Multi-Year Accessibility Plan 2024 Annual Status Report

Message from the Chief Talent Officer and Corporate Chief Information Officer

Creating an inclusive and accessible Ontario Public Service (OPS) begins with a commitment to people. Accessibility is a fundamental part of how we work, serve, and support one another every day – not a separate effort.

The implementation of the Accessible by Design: 2022-2025 Multi-Year Accessibility Plan sets the direction for reducing barriers and enhancing participation for persons with disabilities. This year’s report reflects the collective efforts of ministries across the organization that are continuing to put accessibility into action.

As co-chairs of the Implementation Steering Committee, our role is to champion and support the work being led across the OPS. Meaningful progress has been achieved through leadership by example, cross-ministry collaboration, and a shared commitment to accountability. The 16 initiatives outlined in the plan remain foundational to this journey, reinforced by enterprise-wide strategies such as the OPS People Plan and the OPS Leadership Pledge.

In addition to these initiatives, many areas across the OPS have led impactful accessibility efforts that extend beyond the scope of the plan, demonstrating a widespread commitment to advancing accessibility in all facets of the organization and beyond considerations of just compliance.

It is essential for all OPS employees, including leaders, to continue the momentum of building a barrier-free organization and measuring results and impacts.

Together, these commitments help ensure our workforce and services reflect the diversity of Ontario and meet the needs of all.

Accessibility is everyone’s responsibility. By working together, we are moving closer to a public service that is inclusive, barrier-free, and designed with accessibility at its core.

Mercedes Watson  
Chief Talent Officer and Associate Deputy Minister, Treasury Board Secretariat

Mohammad Qureshi
Corporate Chief Information Officer and Associate Deputy Minister, Ministry of Public and Business Service Delivery and Procurement

Progress update on the 2022-25 Multi-Year Accessibility Plan

The Integrated Accessibility Standards Regulation (IASR) under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) sets standards for government, businesses, non-profits and public sector organizations to reduce barriers and make Ontario more inclusive.

Under the IASR, the OPS and other organizations that fall under the legislation jurisdiction are required to publish a multi-year accessibility plan and publicly report annual progress.

The Accessible by Design: 2022-2025 Multi-Year Accessibility Plan – referred to as the “MYAP” or the “plan” – outlines how the OPS is responding to and going beyond its legislated obligations to identify, prevent and remove barriers for persons with disabilities.

The 2024 annual status report highlights measurable progress and achievements to make the organization more accessible for its employees and the people it serves. Approximately 75% of initiatives were completed and operational by the end of 2024, the third year of the four-year plan.

Progress is assessed using an evaluation framework based on output and outcome performance indicators across all key areas. These indicators provide valuable insights into the impact of the plan.

The implementation of the plan continues to be reinforced by a multi-level governance structure. In addition to the implementation steering committee, there are multiple director-manager tables, as well as an employee advisory group which includes employees with disabilities who provide accessibility advice and lived experience perspectives.

The progress achieved through these initiatives contributes to removing and preventing barriers across the public service, including providing accessible customer experiences and achieving digital accessibility compliance.

Inclusive employment

Key outcome: Candidates and OPS employees with disabilities have the support to join the organization, work effectively, experience career growth, and have opportunities for learning, development and progression.

Employees with disabilities in the OPS

The 2024 Annual Status Report, released in the third year of the four-year plan, is an important opportunity to evaluate progress and examine the workplace experiences of OPS employees with disabilities, and identify both accomplishments and discover gaps.

The biennial OPS Employee Experience Survey provides a point-in-time snapshot of the demographics and workplace experiences of OPS employees. The survey offers insights into trends, areas of strength and opportunities for improvement of workplace outcomes for employees with disabilities in the OPS.

OPS Employee Experience Survey key insights^{footnote 1[1]}

Representation:

• 14.4% of respondents to the OPS Employee Experience Survey self-identify as having one or more disabilities. This is an increase of 1.1% compared to 2022 (13.3%).

Inspiration to give their best:

• Employees with disabilities have shown greater dedication to giving their best at work, demonstrating a proactive drive to create positive change in serving the public.

Advancements of the initiatives under the inclusive employment key area under the MYAP contributed to improvements in employee experience for persons with disabilities, including streamlining the employment accommodation process.

Disability employment accommodation

The OPS has committed to streamlining and integrating the employment accommodation process throughout the OPS. This includes ensuring the smooth transition of accommodation plans and supports when an employee with disabilities changes jobs or ministries.

OPS Employee Experience Survey data^{footnote 1[1]}:

• More employees with disabilities feel empowered to seek accommodations.

• Increased accommodation fulfilment rate

Year three achievements

The OPS introduced key enhancements to improve accessibility and better support employees and job applicants with disabilities. These changes streamlined the accommodation process and promoted greater awareness, transparency, and consistency across the organization.

Relaunched in 2024, the OPS Employment Accommodation Fund for employees with disabilities offers reimbursement for eligible disability employment accommodation expenses to support managers who have provided individualized accommodations for employees or job applicants with disabilities. The relaunch of the fund is part of the simplified, streamlined, and integrated process for both employees and managers.

The Disability Employment Accommodation (DEA) Culture Strategy was developed in 2024 to help foster a more inclusive environment within the OPS that embraces the streamlined provision of disability employment accommodation, not just out of compliance, but as part of cultural alignment. A multi-phase strategy that began with expanding the availability and accessibility of resources, training and tools for employees and managers, with a focus on building awareness and skills. As part of this effort, quarterly DEA Essentials training sessions were launched for both managers and employees, alongside a DEA animated video series designed to engage and educate in an accessible format. Additionally, a suite of practical resources including checklists, tipsheets, and infographics were introduced to support the consistent and confident implementation of accommodations across the organization.

This is a key commitment to the OPS Leadership Pledge and MYAP.

OPS Employee Experience Survey key insights^{footnote 1[1]}

While these findings confirm meaningful progress, the data from the survey also highlights where greater effort is needed to advance accessibility.

• Equitable Workplace: Perception among employees with disabilities that the OPS is committed to building an equitable workplace has decreased, indicating a decline in confidence in efforts to advance equity in the workplace.

The data underscores the need to advance inclusive employment through initiatives that improve workplace accommodations, support career development and expand access to mental health resources. As the OPS strives to improve employee experience, identifying and addressing gaps remains critical to achieving sustained and equitable progress. Continued work in the remaining initiatives of inclusive employment key area illustrates actions taken to address these gaps.

Recruitment strategies

Develop and implement recruitment strategies to help increase the representation of persons with disabilities throughout the OPS, including entry-level talent and senior leadership diversification.

Year three achievements

Significant progress has been made in advancing inclusive recruitment practices across the OPS, with a focused commitment to accessibility, equity and representation of persons with disabilities.

Efforts to enhance outreach to persons with disabilities have continued through targeted strategies, including:

• refined job advertisement language to highlight the availability of employment accommodations throughout the recruitment process and placement
• targeted information sessions for persons with disabilities, with American Sign Language (ASL) interpretation provided at all public events

Programs for students and recent graduates, including the Ontario Internship Program (OIP) and the Summer Employment Opportunities (SEO) program continue to make progress in attracting applicants who identify as persons with disabilities.

In 2022, as part of a three-year time limited term, the OIP launched the Ability Internship Stream (AIS), a tailored stream for persons with disabilities. Through this stream, interns receive enhanced support throughout the recruitment process and during their internship placement. In 2024:

• The AIS application volume increased by 35%
• AIS represented 13% of the interns hired
• There was a 30% increase in the number of AIS interns retained in the OPS post internship (based on internal tracking measures)

As part of the same three-year time limited term, the SEO program offered a Diverse Talent Stream (DTS), reserving 1,000 positions for candidates from selected equity groups, including applicants with disabilities. In 2024, 98% of the positions reserved for the DTS were successfully filled by candidates identifying as persons with disabilities, Indigenous, Black or bilingual (French/English). This is an 11% increase compared to 89% in 2023.

The Treasury Board Secretariat continues to prioritize the diversification of senior leadership by attracting top talent from underrepresented groups, including persons with disabilities. In 2024, redesigned job advertisements were launched to promote the OPS employer brand through clear and inclusive messaging. The pilot demonstrated promising results, with an 85% increase in applications from persons with disabilities and improvements in accessibility, inclusion, and diversity measures.

To improve awareness of barriers within the staff-level recruitment process, a pilot was launched to collect socio-demographic data from applicants throughout the recruitment process. In 2024, over 100 vacancies were selected to pilot strategies aimed at reducing barriers in recruitment, including for persons with disabilities. Pilot results, including evidence-informed identification of barriers within the recruitment process, will be available in 2025.

Within the organization, education sessions have been delivered to strengthen understanding and confidence in the recruitment process:

• employee-focused sessions aimed at improving readiness to participate in the OPS recruitment process
• manager-focused sessions and toolkits designed to support inclusive hiring practices and improve confidence in administering the OPS recruitment process

Building on enterprise-wide efforts, individual ministries took steps to embed inclusive practices into their recruitment strategies.

The Ministry of the Solicitor General (SOLGEN) has introduced a more inclusive approach to recruitment within select areas across the ministry.

A key advancement in SOLGEN’s recruitment process is adopting a more inclusive performance-based interview methodology. Emphasizing transferable skills over prior experience recognizes the value of diverse abilities, including those of persons with disabilities, and reduces barriers from traditional experience-based criteria. This approach is integrated wherever feasible into competitions for both current and future roles across the Animal Welfare Services branch. To further support professional growth, candidates are also invited to post-competition debrief sessions, where the interview panel provides constructive feedback that can guide their career development.

Diversity Sponsorship Program

The Diversity Sponsorship Program (DSP) is designed to support career development and advancement of OPS employees from groups underrepresented in senior leadership, including persons with disabilities. The program involves sponsors and participants working together on the participant’s career development, leveraging skills and networks to create greater visibility and endorsement for participants.

DSP is designed to accelerate the diversification of OPS senior leadership by retaining, developing and advancing talent often underrepresented in OPS leadership, including persons with disabilities interested in management and/or executive positions.

Year three achievements

In 2024, DSP transitioned from a pilot to an operational program in the OPS. The program includes dedicated learning and development events and resources focused on career advancement strategies. DSP has also been aligned with other enterprise-wide mentoring programs, including the Diversity Career Champions Program, and lessons learned will continue to guide activities in 2025.

This is a key commitment to both the OPS Leadership Pledge and MYAP.

Various mentorship opportunities and efforts are underway throughout the organization.

A strategy was designed to support the advancement of successors to director-level roles, who identify as belonging to one of the three most underrepresented groups in OPS senior leadership. As part of this approach, sociodemographic survey data was leveraged to proactively initiate career conversations with aspiring directors who are self-identified as persons with disabilities. Insights from these discussions enabled referrals to wraparound support tailored to the needs of each individual, including access to interview clinics and executive coaching.

In 2024, 13 of the 43 participants in this strategy identified as persons with disabilities. These individuals were engaged in career conversations and provided with tailored wraparound support to help advance their careers towards executive roles at the director’s level.

The Treasury Board Secretariat provided one-on-one coaching services to current executives with priority given to those from the most underrepresented groups, including those identified as persons with disabilities. Coaching topics included career development, leadership development, and onboarding.

Mental health resources and services

The OPS has committed to expanding mental health resources and services, including OPS employees with disabilities.

OPS Employee Experience Survey key insights^{footnote 1[1]}

• More employees with disabilities feel that their work environment supports their psychological well-being and protects against work-related stress.

Year three achievements

The OPS Mental Health and Well-being Action Plan further demonstrates the organization’s commitment to improve mental health outcomes for all OPS employees, including individuals with disabilities. Launched in 2024, the action plan outlines the steps the OPS is taking to continue building the organization’s psychological health and safety and to increase employees’ sense of belonging across our workplaces.

As part of the action plan, several programs and services were implemented and enhanced that support both mental health and accessibility.

This includes expanding the Employee and Family Assistance Program – Total Mental Health, which provides employees and their family members with more comprehensive support. The program provides access to unlimited clinical counselling and a dedicated platform that includes personalized care plans, specialized cognitive behavioral therapy programs, and other mental health resources. With the expanded program, employees and their family members can choose the way they want to support their mental health, including one-on-one counselling (in-person or virtually), self-guided resources or a combination of the two.

Inclusive Counselling Services (ICS), which provides professional and confidential short-term counselling support for employees and their family members that belong to underrepresented communities, was refreshed. The refresh expanded the communities served, and the counsellors available to provide underrepresented employees and their family members with mental health supports that align with their individualized needs.

The OPS also broadened the availability of training to spread awareness on mental health in the workplace, break down the stigma that surrounds mental health and mental illness, and increase knowledge on creating psychologically healthy and safe workplaces for all employees and leaders. This included introducing new self-guided learning on psychological health and safety and resilience, adding additional live webinars by subject-matter experts on mental health-related topics, and increasing the number of employees trained in Mental Health First Aid.

Lastly, the employee lived experience campaign was also expanded to feature more stories from employees about their mental health journeys and the tools that supported them through their challenges. This campaign provides an opportunity for employees to learn from their colleagues’ experiences, increasing awareness of mental health and mental illness while highlighting the supports available across the OPS.

Throughout the launch of the first internal annual report of the OPS Mental Health and Well-being Action Plan, ministries shared the collective actions taken to support mental health, accessibility and building psychological, healthy and safe workplaces. Ministries reported that they launched peer support programs, created safe spaces for dialogue and sharing of experiences and provided awareness-building activities such as workshops, speaker series and other wellness events to support their leadership and employees.

This is a key commitment to both the OPS Leadership Pledge and MYAP.

In addition to the enterprise-wide efforts, various ministries have also taken the lead in amplifying and expanding mental health resources for employees and members of the public.

Ministries have also provided targeted mental health resources for specific groups of employees and members of the public. This includes:

• The Ministry of Education expanded mental health resources across the ministry, including procuring trauma counselling services to support front-line teams and inspectors exposed to difficult situations, such as child abuse in licensed childcare settings.
• The Ministry of Colleges, Universities, Research Excellence and Security continued to provide mental health, wellness and trauma-related funding to nine Indigenous Institutes in Ontario through the Indigenous Institute Mental Health Grant:
  • This funding ensures that programs and services on campus are culturally informed and support the unique needs of Indigenous learners.
  • 58 unique mental health services were offered across nine Indigenous Institutes.
  • All mental health services across Indigenous Institutes were accessed a total of 3,172 times. This figure reflects repeated use by individual students and the use of multiple services by the same student.
  • Funding contributed to 16 support staff positions across Indigenous Institutes to support programs and services.

Impact of inclusive employment initiatives for persons with disabilities

Under the inclusive employment area of the MYAP, the OPS is addressing key challenges and building a more equitable and accessible workplace through several initiatives. Enhanced mental health services offer personalized supports and help reduce stigma and discrimination across the organization.

Inclusive recruitment strategies and career development programs are shaping more equitable workplaces and opening meaningful pathways for persons with disabilities to join, grow, lead and innovate.

A more streamlined accommodation process continues to be one of the organizational priorities to further strengthen a sense of belonging and help ensure supports across roles and throughout the career journey. Together, these efforts are creating a more inclusive and responsive public service, one that better reflects the diversity of Ontario.

Equitable customer service 

Key outcome: Clients of all abilities receive seamless, dignified and equitable access to barrier-free services from well-equipped front-line OPS employees.

OPS Accessible Customer Service Policy

Review and update the OPS Accessible Customer Service Policy to be more inclusive and promote the delivery of accessible customer service.

Year three achievements

The OPS Accessible Customer Service Policy is intended to keep the OPS compliant with its obligations under the IASR and to complement the OPS Service Directive.

In 2024, the policy was reviewed and updated to enhance clarity, reinforce alignment with the IASR, and reflect evolving OPS strategic priorities.

The revisions include clearer references to the Ontario Human Rights Code and the OPS’ duty to accommodate individuals with disabilities. The policy also provides clearer guidance regarding guide dogs and service animals, including acceptable documentation in situations where it is not immediately apparent that an animal qualifies as a guide dog or service animal. Language related to communications was refined to better reflect the various modes of service delivery, such as voice, online and in person, acknowledging that services may be provided through multiple channels.

Refresh of OPS training on AODA and IASR accessibility standards

Renew and enhance required OPS training on AODA and IASR accessibility standards. This includes developing new content for all modules to reflect regulatory changes and best practices for delivering accessible and inclusive customer service.

Year three achievements

Under the AODA and IASR, the OPS is obligated to provide training on accessibility standards to employees, volunteers, and others who provide goods, services or facilities on behalf of the OPS. The MYAP initiative includes the development of a new, modernized curriculum that will include four e-learning modules for all OPS employees and two role-specific e-learning modules for managers and executives.

In 2024, development of the new curriculum and resources advanced significantly. Content development was completed for three of the four modules for all OPS employees. The new modules were developed in consultation with employees with disabilities and will offer: 

• an accessible by design user experience that meets and surpasses OPS accessibility requirements so that as many learners as possible can interact fully with the modules
• compatibility across devices, including computers, smartphones and assistive technologies
• a more engaging and intuitive user experience
• reduced overall time to complete training
• actionable content to support practical application of AODA requirements in the OPS

Content development was informed by engagements with interministerial partners, employees with a wide range of disabilities, subject matter experts and stakeholders across the OPS. The training will be rolled out to OPS employees in the fall of 2025.

Strategies to enhance accessible customer service

Develop and implement strategies to support OPS front-line employees in providing accessible customer service. This includes developing new tools that equip employees to provide accessible services through all delivery channels.

Year three achievements

To strengthen equitable service delivery, ServiceOntario introduced digital enhancements and outreach efforts to improve public access and awareness. This includes an awareness campaign for the Ontario Photo Card (OPC), targeting Ontarians who cancel or surrender their driver’s license in person. The OPC offers an alternative form of government-issued photo ID for those who no longer drive, including persons with disabilities.

At the same time, ServiceOntario is investing in resources for front-line staff through a new accessibility learning module. The module features streamlined content, links to additional resources and was shaped by an Accessibility Action Plan working group comprised of volunteers from across ServiceOntario, including individuals with lived experience in accessibility. These efforts strengthen both the customer experience and staff capacity to better serve Ontarians equitably.

Across ministries, additional progress was made in improving services for persons with disabilities. The Ministry of the Attorney General continues to advance the virtual hybrid hearing project to enhance access to justice for people across Ontario. This initiative equips courtrooms with modern audio and video technology, expanding access for participants in remote areas and reducing the need for often costly and challenging travel and accommodation. In the 2024-25 fiscal year, 145 courtrooms were upgraded, with a total of 338 courtrooms targeted for completion across Ontario by 2026.

Impact of equitable customer service initiatives for persons with disabilities

The OPS strengthens accessibility across the public service through coordinated improvements in policy, training, programs, and service delivery. Front-line staff will be supported by a clear and updated customer service policy that promotes dignity, independence, and equal opportunity.

The AODA and IASR training programs have been refreshed to reflect the latest regulatory updates. OPS employees are supported by dedicated resources and information sessions that will equip them with the knowledge and tools to embed inclusive practices into their daily work.

These efforts ensure that Ontarians with disabilities receive equitable, responsive service from well-prepared staff, fostering a culture of belonging and removing barriers across all public interactions.

Digitally inclusive communications

Key outcome: Members of the public and OPS employees of all abilities are provided with equitable access to OPS digital information, products and services that meet accessibility requirements.

OPS Web Accessibility Compliance Plan

Implement the OPS Web Accessibility Compliance Plan to meet accessibility requirements by focusing on public-facing websites first, establishing an accessible digital standard, remediating corporate applications and promoting a cultural transformation towards considerations for accessibility from the beginning of all projects.

Year three achievements

The OPS Web Accessibility Compliance Plan (OWACP) was created in 2022 to ensure that the OPS not only meets but exceeds web accessibility compliance requirements. The dedicated project team used a detailed plan with specific milestones to provide rigorous oversight and develop consistent and standardized enterprise tools, resources and processes to ensure OPS staff have the supports they need to create accessible digital products.

OWACP was overseen by the Ministry of Public and Business Service Delivery and Procurement, Treasury Board Secretariat, and the GovTechON I&IT Accessibility Centre of Excellence.

This comprehensive project was completed in 2024. All milestones were successfully completed, including:

• compliance across over 1,600 websites and applications OPS-wide by December 31, 2024
• over 3,400 YouTube videos were assessed for compliance and remediated
• OPS staff were provided with access to a suite of accessibility testing tools through Company Portal and Edge/Chrome browsers
  • nearly 2,000 downloads recorded through the Company Portal, reflecting significant usage
• the creation of a repository of accessible templates
• the launching of a Document Accessibility Verification Process for InsideOPS and Ontario.ca
• the launching of the OPS Digital Accessibility Standard (ODAS)
• the creation of an inventory of digital accessibility-related job skills to support workforce planning and development

As a result, the OPS reported compliance with web accessibility as well as all standards in its 2024 report to the AODA Regulator.

In addition, the OPS launched the Web Exception Review Committee to support ministries by evaluating all web accessibility compliance exception requests for OPS websites and web applications. This new body will serve as an instrument of the new ODAS, providing guidance to staff on whether their exception requests comply with provincial regulations.

OPS Digital Accessibility Standard

Develop an OPS Digital Accessibility Standard to provide clear corporate guidance on digital accessibility requirements and establish consistent digital accessibility principles for the entire organization.

Year three achievements

The OPS Digital Accessibility Standard (ODAS) is a set of requirements and expectations for designing, developing and delivering accessible products and services. ODAS exceeds legislative requirements and addresses the lack of standardization of policies and tools in the OPS, while strengthening skills, data collection, and accountability.

ODAS came into effect on September 1, 2024, and applies to all websites, web and mobile applications that are owned, managed or procured by the OPS. It also applies to digital files such as documents, videos, and content on Ontario.ca.

The OPS implemented a change management plan to ensure success by the effective date, providing role-based training resources and other information on the standard to all staff across the organization.

In 2024, several internal resources and initiatives were launched to support the adoption of ODAS. Key internal content was enhanced to provide clearer guidance and practical tools, resulting in approximately 20,000 page views and engagement from over 7,900 active users. Internal FAQs and a dedicated manager’s handbook were introduced to help staff navigate and implement the standard more effectively. To foster ongoing learning and collaboration, internal online communities were created to support staff and leadership with tailored resources, peer-to-peer learning and opportunities to share best practices.

With the adoption of mandatory internal accessibility practices in communications, the OPS is affirming its position as a leading public service organization in Canada.

Web Accessibility Literacy Strategy

Create and implement the OPS Web Accessibility Literacy Strategy to build digital accessibility expertise in the OPS. Create new training materials, resources, and tools to help ensure better integration of accessibility requirements into various digital formats.

Year three achievements

The OPS delivered a range of enterprise-wide initiatives to build digital accessibility knowledge and practices:

• launched the Digital Accessibility Training Passport, helping staff easily access the role-based learning resources they need:
  • in 2024, there was a strong uptake, with over 5,600 active users and more than 30,000 page views
  • since the launch of the passport, there has been an increase in downloads of accessible templates for common digital file types—such as memos, news releases, and briefing decks
• implemented an enterprise-wide education campaign to raise awareness and build skills across all levels of the organization
• held an enterprise‑wide conference during National Accessibility Awareness Week, drawing about 1,000 participants, which featured sessions to help all staff build skills in web and document accessibility
• launched a targeted communications campaign to engage executive leadership in promoting accessibility, including various all-staff and leadership sessions
• over 400 leaders joined internal learning communities and participated in bite-sized coaching sessions to deepen their understanding of digital accessibility
• staff participation in both formal training and peer-led learning also rose significantly
  • more than 2,800 staff completed training in WCAG 2.1, document and web accessibility, while over 1,600 joined peer-led knowledge sharing sessions
  • additionally, nearly 1,600 staff became part of internal online communities dedicated to accessibility learning and collaboration

These efforts collectively support a more inclusive digital environment across the OPS, laying the foundation for long-term accessibility improvements that benefit all users.

In addition to enterprise-wide efforts, individual ministries also took steps to strengthen web accessibility expertise through a variety of engagement activities. These included ministry-specific learning campaigns that encouraged employees to explore best practices, tools and resources for digital accessibility. Topics covered included mandatory courses, creating accessible digital documents, developing accessible emails and videos, hosting accessible virtual meetings and understanding the requirements for accessible procurement. These ministry-level initiatives advanced OPS-wide commitments by building staff capacity to consistently meet accessibility requirements in their daily work.

Impact of digitally inclusive communications initiatives for persons with disabilities

Digital accessibility is a cornerstone of inclusive public service. Through clear standards, organizational literacy, and integrated digital governance, the OPS is building a culture where inclusive digital design is the norm.

These efforts go beyond legislative compliance, reflecting a deeper commitment to eliminating barriers in digital interactions, whether for members of the public, partner organizations or OPS colleagues.

This strategic approach, guided by leading industry accessibility standards, fosters a more equitable digital experience and drives a culture shift where all staff are equipped with the knowledge and tools to create inclusive and accessible digital content. By embedding accessibility into everyday practices, the OPS ensures that digital files and services are inclusive and usable for persons with disabilities.

Additional accessibility achievements

The OPS modernized its enterprise intranet InsideOPS, to improve accessibility, usability and performance through a data-driven, user-centered approach.

Completed in 2024, the two-year initiative delivered a refreshed platform that reflects modern design standards and enhances the overall user experience. The redesign was guided by user research, iterative testing, and stakeholder engagement, with a strong focus on continuous improvement.

• InsideOPS met WCAG 2.2 A and AA criteria and aligned with the OPS Digital Accessibility Standard. Accessibility was embedded throughout the design and development process, with manual and automated testing, expert consultations and assistive technology use.
• The platform delivered faster load times and a smoother experience across devices, optimized for common screen resolutions and user needs.
• Over 1,300 content contributors were trained and supported with dedicated resources, early access to staging environments, and hands-on guidance throughout the transition.
• A new single sign-on system provided a more secure and scalable experience, onboarding over 60 agencies and public sector partners.
• Since launch, InsideOPS saw a 27% increase in monthly page views, a 234% rise in engagement with enterprise initiatives and strong user satisfaction: 73% of users say the homepage is easy to use and 63% agree InsideOPS helps them get their work done.

These enhancements support employees with disabilities within the organization in accessing and contributing to InsideOPS with greater ease, helping build a more inclusive digital workplace. The platform is designed to be inclusive, efficient, and engaging, with the flexibility to adapt to evolving needs across the OPS.

Barrier-free government facilities

Key outcome: Clients and OPS employees of all abilities feel welcome in OPS facilities that incorporate inclusive design practices and technologies.

Accessible OPS Office Workplace standards

Develop OPS office workspace standards that include accessibility and create an implementation plan for applying these standards to new office infrastructure projects.

Year three achievements

OPS Modern Office Space (OMOS) is a document on enterprise design that outlines the design principles, concepts, strategies and best practices relating to the transformation of workplaces across the OPS. It informs ministries and users of OPS Office Workplaces of the approach to planning accessible, modern and flexible workplaces. Launched in 2023, the document will continue to be reviewed on a regular basis to meet the needs of all users of OPS Office Workplaces.

In 2024, an updated version of OMOS was released, featuring a revised and expanded section on accessibility space standards. This section offers guidance on key areas such as colour and brightness contrast, along with updated design standards to support accessibility. For example, design changes were made to the four-person meeting room to enhance access to accommodate service animals.

Initiative impact for persons with disabilities

Developing standardized accessibility guidelines for OPS Office Workplaces ensures consistent, barrier-free access for persons with disabilities. These efforts aim to create a consistent and equitable experience for all employees by promoting upfront planning consideration for accessible, inclusive and universal design of workplaces.

Additional accessibility achievements

To improve the accessibility in buildings, including those used as government facilities, the Ministry of Municipal Affairs and Housing recently enhanced the barrier-free design requirements in the Ontario Building Code.

In 2024, changes to accessibility provisions were approved to align the Ontario Building Code with the requirements in the 2020 National Construction Codes.

These changes modestly, but meaningfully, widen the “front door-to-destination” accessibility chain to better serve people with mobility, sensory, and hearing needs. The changes include:

• more useable entrances
• clearer and better lit wayfinding
• less fragmented vertical and horizontal circulation
• easier to navigate doors, ramps, elevators
• improvements to core amenities, including service counters, showers, and information 

This brings Ontario closer to national harmonization while improving day-to-day independence for building users.

These updates take effect in 2025, adding new technical requirements that maintain Ontario’s accessibility provisions among the most comprehensive in Canada.

Ontario has expressed its continued support for accessibility as a priority in the development of the 2025 and 2030 National Construction Codes. This commitment is part of a national approach to removing barriers for people with disabilities.

The AODA Standards Development Committee is currently developing new priorities for improved accessibility. Recommendations related to the Ontario Building Code will be considered in keeping with Ontario’s commitment to harmonizing construction codes nationally.

Other ministries are also taking steps to integrate accessible design into their facilities and spaces.

The Ministry of the Attorney General is integrating accessibility into the planning and design of courthouses to make them more inclusive and user-friendly.

The Accessibility Design Guideline is a detailed guide for outlining accessibility design practices and requirements to inform the planning process for facilities. These principles are being integrated into the Architectural Design Standards for Courthouses (ADS), which serves as the ministry’s foundational guide for the design and renovation of courthouses across Ontario.

As part of an ongoing update, the ADS will be transformed into a simplified, user-friendly, and less technical resource. This updated version will support the development of modern, accessible, and cost-efficient courthouses. This version will include a chapter on accessibility, addressing universal design requirements for circulation, spatial layout, user interfaces, and accommodations. The updated ADS is scheduled for publication by 2027.

Accessible procurement and transfer payments

Key outcome: Accessibility is effectively integrated at each stage of OPS procurement and transfer payment processes to ensure no public dollars are spent in creating barriers for persons with disabilities.

Accessible Procurement Toolkit

Create an Accessible Procurement Toolkit to build OPS employee and vendor expertise and understand best practices for accessible procurement.

Year three achievements

The Accessibility Procurement Toolkit equips OPS buyers with essential resources to procure accessible goods and services and embed accessibility throughout the procurement process.

In 2024, key milestones included distributing a user research questionnaire to OPS staff and analyzing the findings to support ongoing work on a toolkit prototype. By integrating accessibility components and expertise at every stage, the toolkit will make procurement more inclusive for employees and vendors, ultimately enhancing the delivery of accessible public services to Ontarians.

Ministries have also made efforts to create resources to support accessible procurement practices. The Cabinet Office, the Ministry of Intergovernmental Affairs and the Ministry of Red Tape Reduction developed an enhanced procurement business case template to further improve compliance with accessibility requirements. This template serves as a decision-making tool to support the approval of ministry procurements.

Initiative impact for persons with disabilities

Resources that support accessible procurement help ensure that goods and services acquired by the OPS are inclusive and barrier-free for persons with disabilities. Embedding accessibility into procurement practices enables equitable participation and improves service delivery for both OPS employees and the public.

Beyond MYAP: highlighting innovations in accessibility in the OPS

Strengthening accessibility for postsecondary students with disabilities

The Ministry of Colleges, Universities, Research Excellence and Security provides targeted supports to help students with disabilities excel in postsecondary education. This includes bursaries to offset disability-related educational costs and loan repayment support for eligible students. Publicly assisted colleges, universities and Indigenous Institutes receive funding to enhance accessibility and ensure all students have the tools to reach their full potential.

In 2024, the Ministry started investing approximately $55 million in operating funding to support academic accommodations, alongside $196 million in capital renewal funding. Additionally, in the 2024-25 fiscal year, the ministry provided approximately $4.2 million in financial assistance for disability-related educational costs. These investments will continue through 2025, reinforcing the ministry’s commitment to accessible and inclusive postsecondary education.

Strengthening accessibility for students with disabilities in provincial and demonstration schools

The Ministry of Education has advanced efforts to improve accessibility and foster inclusive learning environments for students with disabilities.

A new external presenters' policy was introduced that outlines the procedures and guidelines for inviting external presenters to provincial and demonstration schools. This policy includes tip sheets tailored for presenters working with students who are Deaf, blind or have learning disabilities. For example, the materials offer guidance on presenting at schools for the Deaf, including how to work effectively with ASL-English interpreters, tips for presenting at schools for the blind, and strategies for engaging students with learning disabilities. These resources were developed in collaboration with the ministry’s leadership team, which includes Deaf leaders, experts in blind education, and specialists in education for students with severe learning disabilities.

As part of the upgrades to the Emergency Notification Systems across schools for the Deaf, wearable duress buttons were introduced. These devices allow teachers to quickly summon immediate assistance when necessary and feature accessible notification components such as LED lights and vibration alerts to ensure usability for Deaf staff.

The Ministry of Education provides a transfer payment to the Consortium Centre Jules Léger (CCJL), the only French-language provincial and demonstration school. CCJL supports its Deaf and hard of hearing community by ensuring access to Langue des signes québécoise (LSQ) interpreters. In 2024, in recognition of the importance of this support, the French-Language Education Division directed $100,000 from Official Languages in Education (OLE) funding to CCJL. This funding enabled the school to hire qualified LSQ interpreters to facilitate communication during events, meetings, and activities, promoting greater participation and inclusion of Deaf and hard of hearing students and staff. Funding will continue in 2025 to maintain and strengthen this support.

Enhancing service delivery through investments and community engagement

The Ministry of Children, Community and Social Services has made significant investments to enhance accessibility and safety across facilities and services that support individuals with disabilities. Through the Partner Facility Renewal (PFR) Program, the ministry funded critical upgrades to Transfer Payment Recipient sites used for the delivery of its funded programs and services across the province. Investments through the PFR program have helped create safe and accessible spaces, allowing staff to focus on supporting individuals in need.

For internally delivered services such as the Ontario Disability Support Program (ODSP) and youth justice programs through local offices and directly operated facilities, the ministry is ensuring compliance with AODA, IASR and the Ontario Building Code

In 2024, $25.5 million was allocated to 741 minor capital projects, which included accessibility ramps and lift upgrades, security system installations, and kitchen and washroom retrofits. An additional $3.6 million supported AODA‑compliant improvements across the Directly Operated Portfolio, encompassing leasehold upgrades and modernization efforts.

The ministry reduced barriers to ODSP through community outreach.  For example, ODSP caseworkers visited encampments and community hubs to reach clients facing mobility challenges, transportation issues or anxiety about visiting government offices.  In addition, ODSP caseworkers attended First Nations communities, where designated staff provided supports in their local First Nations communities, making services accessible for individuals with disabilities living on reserve.

There was an increase in applications completed within the communities as the ministry reached individuals most in need and removed barriers to access and service.

Inclusive supports for neurodiverse employees in the OPS

Ministries have introduced several neurodiversity-focused peer support groups to foster inclusion and connection across the organization:

• The Ministry of Children, Community and Social Services launched the Inclusive Abilities Group as a resource for employees with disabilities and neurodiverse individuals at all levels of the organization. Through stakeholder and partner engagement, evidence-based recommendations, and ongoing dialogue with leadership, the group aims to enhance wellbeing, increase representation, and foster a safe and inclusive workplace with equitable access.
• The Ministry of the Solicitor General established To Be Divergent, a staff-led group with online meetings and a collaborative virtual engagement to share accessibility tips and build community
• The Ministry of Agriculture, Food and Agribusiness founded the Neurodiverse Employee Resource Discussion Group in March 2022
  • By end of 2024, membership had grown to almost 1200 members across the OPS.
  • This informal employee resource group offers regular peer-support meetings, awareness and education sessions, consultations between service providers and neurodivergent employees, a leadership support forum, and is developing a neurodiverse mentorship framework, strengthening connection, resources and inclusion OPS-wide.

Contact us

The OPS recognizes that progress is an ongoing journey and continues to work toward creating a fully barrier-free Ontario for persons with disabilities.

For more information about this plan or to request an alternative format, please contact the OPS Accessibility Office at MYAP@ontario.ca.