Ministry of Government and Consumer Services 2016 Accessibility Report
How the Ministry of Government and Consumer Services identified and removed barriers in the Ontario Public Service in 2016.
ISSN: 2560-8045
Executive summary
Like all ministries, the Ministry of Government and Consumer Services (MGCS) complies with the Integrated Accessibility Standards Regulation (IASR). This regulation established phased-in requirements in the following accessibility standards:
- customer service
- information and communications
- employment
- transportation
- design of public spaces
The general requirements are:
- procurement
- training
In 2012, the Ontario Public Service (OPS) released its first multi-year accessibility plan ( MYAP) entitled Accessibility in the Ontario Public Service: Leading the Way Forward.
MGCS’ 2016 Accessibility Report demonstrates how the measures taken in 2016 support the key outcomes and deliverables of the 2012-2016 OPS MYAP.
The current MGCS was created in 2014 with the merger of functions from the former Ministry of Government Services, ServiceOntario and the former Ministry of Consumer Services.
In 2016, MGCS delivered vital programs, services and products that support the government’s priority to serve Ontarians better, through the following business lines:
- ServiceOntario is the gateway to government services for individuals and businesses including health card; driver and vehicle; outdoor licensing (hunting, fishing); vital events; land and personal property registry; business services, information and intake
- Ontario Shared Services (Ontario Shared Services) provides ministries and employees with a range of back office services related to procurement, finance, human resources, pay and benefits, and enterprise business services. OSS also supports broader public sector supply chain transformation
- Consumer Protection Ontario (Consumer Protection Ontario) provides services directly and indirectly through arms-length administrative authorities in the areas of consumer protection, public safety and business law. CPO leads the way to a fair, safe and informed marketplace through education, partnerships, legislation and enforcement
- Information, Privacy and Archives (Information, Privacy and Archives) provides corporate policies and guidance on sound practices related to records and information management, access to information, and privacy protection. The IPA collects, preserves, promotes, and facilitates access to the province’s documentary memory for current and future generations
- OPS Diversity Office developed enterprise strategies, programs and tools to facilitate and promote a diverse, inclusive and accessible OPS
In 2016, the ministry achieved a number of milestones to advance accessibility, including:
- completing a baseline inventory of the physical accessibility features at every ServiceOntario retail office and related updates, and adding the list of features and the International Symbol of Accessibility to the on-line ServiceOntario Service Finder for each office allowing people with disabilities to plan their visits according to their needs
- educating staff about the national Video Relay Service (Video Relay Service) that provides sign language interpreters to people who require American Sign Language (American Sign Language) or la langue des signes du Québec (La langue des signes du Québec) when making telephone calls to ServiceOntario and Consumer Protection Ontario Contact Centres, and creating a link for members of the public to request a live ASL or ASL interpreter when conducting business in person at a ServiceOntario retail office
- sharing the findings from ServiceOntario’s November 2015 consultation with stakeholders of the disability and seniors communities with the Senior Management Team of every division within MGCS
- reviewing high impact statutes for accessibility barriers and subsequently modifying legislation to remove the identified barriers in those statutes
The following section will outline the measures taken in different areas of MGCS to meet accessibility standards (i.e., customer service, information and communications, employment and design of public spaces) as well as general requirements (i.e., procurement and training) outlined in the IASR. Section two will outline the modification to provincial laws.
Section one: report on measures taken by the ministry in 2016
Customer service
MYAP key outcome
People with disabilities who are OPS customers receive quality goods and services in a timely manner.
Measures taken by MGCS in 2016
ServiceOntario measures
ServiceOntario Service Finder
- All ServiceOntario retail offices completed the survey, “What do you have in place for your customers with disabilities?” in early 2016 to create a baseline inventory of the physical accessibility features at every office. The responses were analyzed and validated. The inventory will be updated to reflect changes as offices move and/or are renovated or when a new contract is awarded.
- Changes to the ServiceOntario Service Finder were made, based on the information from the accessibility inventory.
- All public and private ServiceOntario offices that meet the ServiceOntario Accessibility Criteria now have the International Symbol of Accessibility posted on the ServiceOntario Service Finder online office profile.
- An “Accessibility Information” text box has been added to the office profile of every office, outlining the additional accessibility features available at the office.
- Customers are now able to search for an accessible office in the Advanced Search Option, similar to customers who search for the nearest designated French Language Office.
Self-serve Queuing Kiosks
- An accessible design consultation has begun to develop a greater understanding of client accessibility needs, and current Canadian Standards Association standards. When completed, this project will help to incorporate accessibility features in the design of future self-service kiosks.
Service Disruption Notice
- Service disruption notice templates were provided to ServiceOntario retail offices for consistent branding and messaging that includes information regarding the reason and the duration of the service disruption, as well as an alternate accessible service delivery location(s) as applicable. Service disruption notice templates are provided in both official languages.
Ontario Shared Services measures
- All Integrated Financial Information System training collateral has been and continues to be developed in accordance with the Accessibility for Ontarians with Disabilities Act (Accessibility for Ontarians with Disabilities Act).
- The Contact Centre is working to ensure that OSS Enterprise Systems Management Tool (Enterprise Systems Management Tool) knowledge articles are compliant with AODA standards prior to implementation.
- Staff have applied accessibility training in making documents AODA compliant.
Forms
- Through its forms design and hosting policies, Forms Management Services is a leader in ensuring compliance with the AODA. Forms Management Services has embedded a regular review of World Wide Web Consortium Content Accessibility Guidelines and techniques in order to ensure the latest design techniques are applied to OPS eForms.
- All new Risk Management and Insurance Services internal/external e-forms developed in collaboration with Forms Management Services are AODA compliant.
- For any requested changes to forms, internal to the OPS, Forms Management Services advises clients to convert these documents to an accessible format to be in accordance with the 2020 AODA intranet compliance deadline.
- All MGCS public facing forms are AODA compliant.
Improvements to client services
- OSS Contact Centres have fully implemented TTY software technology to provide improved, seamless TTY service.
- Digital versions of the Ontario Gazette posted on Ontario.ca, going back to the year 2000, were made accessible.
- AODA enhancements now available on MyOPS include mandatory image tagging for remote publishers.
- All documents related to the Corporate Cards Request for Bids (RFB) were made accessible prior to posting. The successful bidder, BMO, has an existing legacy online portal in place. Enterprise Financial Services System will be working with BMO in 2017/18 to replace its current portal and to ensure that the new portal meets accessibility standards.
Information and communications
MYAP key outcome
Information and communications are available in accessible formats or with necessary supports to all OPS staff and customers.
Measures taken by MGCS in 2016
Corporate Services measures
- In May 2016, at the MGCS Accessibility Expo MGCS announced Ministry accomplishments and initiatives, including: WCAG 2.0 Level AA compliance with its external facing website; the completion of the ministry’s first MGCS 2015-2016 Accessibility Plan; and the accessibility inventory of almost 300 ServiceOntario’s retail offices.
- In the fall of 2016, a federal government agency introduced a national sign language Video Relay Service (Video Relay Service) to assist people who are Deaf to use the telephone. ServiceOntario educated staff and updated contact centre procedures to increase awareness about VRS.
- The Records and Information Management Unit completed a review of all the standard reports it produces (over 120). The majority of reports were substantially modified to facilitate accessibility. All new standard reports are developed in accordance with the I&IT Accessibility Centre of Excellence accessibility checklist.
ServiceOntario measures
On December 31, 2015 ServiceOntario completed an 18-month initiative to make its online services compliant with 2.0 Level AA standards. Services included:
- ServiceOntario Service Finder
- service guarantee refund
- online status inquiry
- Newborn Registration
- integrated address change
- Organ Donor Mobile
- appointment bookings
Key applications and services included:
- Business Portal
- Change of Business Information (COBI+)
- Security Guard Registration System
- ServiceOntario: Access Now (Personal Property Security Registration)
ServiceOntario
- Accessibility changes to the ServiceOntario Service Finder were implemented on August 21, 2016.
- Busier offices, both private and public, often use a greeter when demand requires it, to facilitate customer needs and provide priority tickets to customers with accommodation needs.
Ontario Shared Services measures
Web content and processes
- Forms Management Services continually reviews updates to WCAG as it relates to forms accessibility. Any new techniques are reviewed and shared with its staff to apply during the development of new forms.
- OPS Careers website and content continue to be compliant with the WCAG 2.0 Level AA standard.
- WIN 9.2 upgrade includes a more accessible platform that complies with I&IT Accessibility Standards and will be implemented in Spring 2017.
- The Doing Business with Ontario Government website conforms with WCAG 2.0 Level AA standards. The website has been identified for migration to Ontario.ca in 2017/18. New content will conform to WCAG 2.0 Level AA standards.
In Pay and Benefits Services Division:
- efforts are made to ensure that all internal website materials are accessible
- key project artefacts for internal communications have been made accessible
- all communications and training materials are run through a Microsoft accessibility checker to ensure they are accessible
- clients have the option to use a telephone or TTY/Teletypewriter to inquire about pay and benefits through the OSS Contact Centre
- staff have been trained on creating accessible documents
- captivate software has been upgraded
- efforts continue to monitor compliance with guidelines and take appropriate actions (i.e., reviews all documentation with embedded tables and convert them to accessible formats)
In Enterprise Financial Services and Systems (EFSS) Division:
- all new web content is reviewed by the Business Communications Services Unit to ensure that it meets accessibility standards
- guidance is provided to educate those who wish to post content to the intranet sites
- accessible templates are posted on the EFSS Employee intranet
- a process is in place to ensure all web content destined for the EFSS client facing intranet is tested for AODA compliance before posting
- all targeted communication products are tested for AODA compliance before being sent to Integrated Financial Information System users
- all new or revised forms for EFSS clients are accessible and are managed by the Enterprise Business Services Division Forms Management Unit.
In Supply Chain Ontario:
- a single e-mail account receives all intra/internet postings to ensure accessibility compliance
- accessibility checks have been embedded into the approval process, with performance measured and reported to Senior Management quarterly
- Standard Operating Procedures have been updated
In Enterprise Business Services Division:
- MyOPS staff time has been invested in further learning. The team has provided guidance and best practice information regarding compliance to others in OSS
Consumer Protection Ontario measures
Communications
- Working with Communications Branch, Digital, Consumer Services Operation Division (Consumer Services Operation Division) has updated the e-complaint form to ensure AODA compliance. Similarly, the procedure for the creation of any new online or other materials directed at businesses or consumers ensures that any new material will be reviewed for AODA compliance before they are issued or posted.
- The new Knowledge Management System (Knowledge Management System) has been launched and all articles prepared are AODA complaint. The procedure for the creation and posting of future KMS articles ensures that all materials are reviewed for AODA compliance.
Consultations
- The ministry ensures that consultations meet accessibility requirements by holding meetings in accessible locations, developing accessible consultation documents, and, where possible, meeting any requested accommodation needed in advance of meetings. In Policy, Planning and Oversight Division of Consumer Protection these accessible meetings included the Condo Act public engagement process, and the consultations on Strengthening Consumer Financial Protection, Upholstered and Stuffed Articles, and Boilers and Pressure Vessels.
Government Services Integration Cluster measures
Interactive Voice Response
- All new and updated scripting that was recorded and is available to clients through the various Interactive Voice Response (Interactive Voice Response) applications reflects the style, brand and accessibility/inclusion guidelines.
- Ongoing changes have been made to the ServiceOntario IVR application to update scripts to ensure program integrity and improve customers’ experience, including the removal of options that no longer apply or the addition of new information to increase self-service through the IVR application.
Communication Branch measures
Communications Branch developed ways to better inform customers about accessible services including:
- recreated “active request”/accessibility posters for ServiceOntario centres
- advised ServiceOntario Digital Services on the provision of accessibility information for ServiceOntario centres on the optimized online Service Ontario Service Finder
- provided leadership, guidance and consultation to MGCS program areas on AODA compliance
- required all materials to meet accessibility standards in order to be posted online on the website and social media channels
- created or revised ServiceOntario materials, such as maps, brochures and posters, to meet accessibility standards
- developed hundreds of AODA-compliant documents for publication on Ontario.ca
- converted 471 land registry documents to accessible format
- helped coordinate the conversion of 842 editions of the Ontario Gazette to accessible format
Outreach and learning
- Communications Branch continues to communicate the importance of accessible content and educates teams that interact with the Branch on the importance of accessible content and how to go about creating that content.
- In 2016, the ministry was responsible for reporting on compliance with AODA standards to the Accessibility Directorate of Ontario on behalf of the OPS.
- All marketing materials produced by MGCS Communications were developed to meet accessibility requirements. Print and digital products were made accessible. Some of the campaigns include: ServiceOntario Third-Party Providers; Top Baby Names; Consumer Protection Ontario – Roofers; and Online Channel Shifting.
- Ministry managers participated in the following dialogues and learning opportunities: MGCS Inclusion Plan; Manager/Director Teleconferences; MGCS Inclusive Leadership Dialogues; and the 2016 MGCS Accessibility Expo.
Targeted communications
- Communications Branch, Digital, created an accessibility guide that has been shared with colleagues to help them create accessible content using a handy checklist.
- Collaborated with the OPS Diversity Office to develop the "2017–2021 OPS Multi-Year Accessibility Plan” published in December 2016.
- Planned and coordinated the communications materials for the announcement of new accessible parking permits for ServiceOntario.
- Communications Branch, Digital, provided a link to the ServiceOntario locations, hours and contact information page for people requesting sign language interpreters.
Employment
MYAP key outcome
OPS employees with disabilities participate fully and meaningfully in their employment.
Measures taken by MGCS in 2016
Ontario Shared Services measures
Employment accommodation
- Hiring managers work with new staff to identify and put in place accommodations as part of the onboarding process.
- Pay and Benefits Services Division continues to monitor compliance and ensure that staff are aware of accessibility guidelines when communicating with clients.
- Proactively offering accessibility accommodations to candidates during the recruitment process and clients throughout the engagement.
- Disability Support Services team provide end-to-end case management support to managers and employees.
- The Human Resources Service Delivery Division implemented the Attendance Support and Management Program across the OPS and Commission public bodies as defined by Ontario Regulation 146/10: Public Bodies and Commission Public Bodies.
- The Human Resources Service Delivery Division encourages working closely with employees to update evacuation plans regularly.
Training and resources
- Human Resources Service Delivery Division revised the Health Reassignment Guide and process and delivering training to HR professionals.
- Confirmed the accessibility of all new resources prior to posting on HR Service website.
- Over 300 staff have attended ongoing webinars to date, educating staff on mental health in the workplace, including a speaker series on Post Traumatic Stress Disorder and a Suicide Prevention and Response Toolkit, which is deployed, when warranted.
Recruitment
Implemented the OPS Fair Hiring Strategy including:
- phase 1 increased the transparency of staffing decisions, clarified the range of staffing strategies available to hiring managers, and provided hiring managers with the resources and tools to make timely, informed and transparent decisions and
- phase 2 is focusing on the post-competition feedback process. This process provides unsuccessful candidates with an opportunity to better understand why they were not selected for a position and how they can improve their interview skills.
- launched Employment Accommodation and Attendance Support e-learning for Managers and webinars for employees
- developed a customized inclusion lens and launched a pilot with select ministries to help managers to identify biases and mitigate potential barriers in all aspects of the recruitment process
Corporate Services Division measure
Inclusion dialogues
- The MGCS Inclusion Unit held two Inclusive Leadership Dialogues in 2016 for senior management. The topics included Countering Racism in the Workplace and Bias: Beyond Awareness. The Inclusion Unit addressed accessibility through examples, exercises and resource materials in the Bias dialogue.
OPS Diversity Office measure
- The OPS Diversity Office continued to actively support Employment Accommodation and Return to Work policies to remove barriers and modify workplace practices so employees can participate equally in the workplace.
Design of public spaces
MYAP key outcome
There is greater accessibility into, out of and around OPS facilities and public spaces.
Measures taken by MGCS in 2016
ServiceOntario measures
Accessibility criteria and inventory
- ServiceOntario has created accessibility criteria that outline the requirements to be met for an office to be deemed accessible. Any new offices are required to meet these criteria.
- Private Service Providers have been informed of “Accessible Alternatives” such as the provision of a clip board in the absence of a lower counter.
General outcomes
MYAP key outcome
OPS staff are able to identify barriers to accessibility in OPS policies, programs, services and facilities, and actively seek solutions to prevent or remove them on a continuing basis throughout the organization.
Measures taken by MGCS in 2016
ServiceOntario measures
Project management
- Worked with the MGCS Inclusion Unit to improve overall accessibility of project approval and process documents, tools and intranet resources, including the inclusion of an active offer on these materials.
- The introduction of a new fully accessible Project Approval Charter (PAC) template that includes AODA compliance as a standalone criterion for all new proposed projects.
- Completes a basic accessibility check as part of its quality control process for all materials submitted to the Director, Executive Committees, and the Project Management Office (PMO).
- Provided training to PMO staff on creating accessible Word and PowerPoint documents.
Ontario Shared Services measures
Procurement
- The Accessibility in Procurement Guideline is posted on Supply Chain Ontario’s internal website for staff.
- AODA language is included in sections of the Request for Bids (RFB) template as a compliance reminder.
- Currently, Supply Chain Ontario’s standard operating procedures are being updated to include AODA obligations.
- Management is required to include a commitment related to AODA obligations in their respective Performance Readiness Assessments.
Inclusion lens
- Inclusion and diversity training has been provided to staff who manage and participate in Pay and Benefits Services Division projects and intake request implementation.
- Pay and Benefits Services Division managers continue to include opportunities to review and discuss during staff meetings and to provide further education/training during staff branch days.
Consumer Protection Ontario measures
- The division is committed to ensuring that its staff complete the Centre for Leadership and Learning e-module, “Using the OPS Inclusion Lens,” to facilitate better integration into policy development.
- The OPS Inclusion Lens is utilized when establishing new Administrative Authorities (AA) to ensure AA boards are aware of government expectations related to gender, diversity, accessibility and geographic considerations.
Policy, Planning and Oversight Division continues to invest in middle managers becoming inclusive leaders through:
- their participation in Leadership dialogues to gain a greater awareness and perspective on discrimination and inclusion.
- management email blasts which highlight provincial days of recognition of various cultural, historical dates of importance, for example the National Access Awareness Week and the United Nations’ International Day of Persons with Disabilities
- the completion of the Respectful Workplace Policy and the Workplace Discrimination and Harassment Prevention e-learning through LearnON by all staff
- the creation of a safe environment for the expression of diverse views at unit/branch meetings to encourage diverse perspectives resulting in strong policy advice and innovative and inclusive policy solutions
- placing primacy on understanding the diverse backgrounds of all staff, and ensuring management practices support that diversity, accessible worksites and a positive work-life balance
- participation in the Diversity Mentoring Partnership Program, which targets employees under-represented in management, including employees with disabilities
OPS Diversity Office measures
Accessibility events
The OPS Diversity Office seeks accessible locations and provides an active offer to accommodate all staff and participants, whether for internal or external OPS Diversity Office events, meetings, training and interviews (e.g., for Secretary of the Cabinet committees, Employee Networks’ meetings) and also provided funding to support accommodation needs of participants for the Employee Networks. They also:
- collaborated with MGCS Communications, ministry leads and key partners to develop the 2017-2021 OPS Multi-Year Accessibility Plan (MYAP)
- engaged Treasury Board Secretariat to complete an enterprise-wide Accessibility Audit which helped identify new opportunities to inform accessibility priorities included in the new MYAP
- updated the internal “OPS Tips for Achieving Compliance with AODA Accessibility Standards” document to reflect July 1, 2016 amended requirements and uploading it to the intranet website
- provided advice and guidance to ministry partners on accessibility and compliance with the AODA, such as: the input on development of the Provincial Employment Strategy for People with Disabilities; the Queen’s Park Reconstruction Project; as well as securing a commitment in the 2017-2021 MYAP from the I&IT Accessibility Centre of Excellence to provide enterprise-wide leadership on accessible documents
Corporate Services Division measures
- The MGCS Inclusion Unit summarized and presented the findings from ServiceOntario’s November 2015 consultation with stakeholders of the disability and seniors’ communities to the Senior Management Teams (SMT) of every division within MGCS. The Unit also provided presentations to key areas that deliver services to the public, including but not limited to the SMT of Customer Care Division of ServiceOntario, Information, Privacy and Archives, and Consumer Protection. The insights gained in the consultation and distributed throughout MGCS sparked discussion at both senior management and staff levels about ways to further improve our services.
- To celebrate National Access Awareness Week, the Inclusion Unit collaborated with ServiceOntario to host an MGCS Accessibility Expo. The event had over 200 guests in attendance and provided staff with an opportunity to learn about leading accessibility practices, services and supports for person with disabilities. The event also invited outside stakeholders from the community of people with disabilities. It allowed MGCS staff to showcase their accomplishments, receive feedback from people with disabilities and experts in the field and provide experiential learning opportunities.
Training
- Managers were educated on AODA requirements and accessibility directives.
- Managers responsible for providing information to the public or providing advice to clients about documents (i.e., Forms Management Services) ensured staff training on creating accessible documents.
- AODA training videos have been shared with staff to ensure awareness of accessibility requirements, and a process is in place to ensure new branch staff take training on AODA requirements soon after hire.
- AODA requirements and the OPS Inclusion Lens are actively promoted through accessible document training for staff, accessible internet/intranet content, and promotion of the AODA principles during hiring and staff/branch days.
- All managers and staff are aware of, and have had the opportunity to review accessibility requirements and directives.
- All new staff are directed to complete the AODA training as part of their orientation.
Section two: Addressing the identification of barriers in legislation and implementation frameworks
Introduction
In 2005, the government introduced the Accessibility for Ontarians with Disabilities Act (AODA), with the goal of making Ontario accessible by 2025. In support of this goal, the government subsequently committed to review Ontario legislation to identify and address accessibility barriers, and undertook a coordinated review of 51 statutes considered to have a high impact on persons with disabilities.
As a result of this review, the government made changes to 11 statutes spread across seven ministries to ensure that Ontario laws better reflect accessibility considerations. The changes to the 11 statutes were included in the government’s 2016 Budget bill, which received Royal Assent on April 19, 2016.
Each ministry continues to be responsible for identifying and addressing barriers in their legislation and the policies and programs through which that legislation is implemented, and for reporting on results through its accessibility report.
Measures in place in 2016
The ministry will continue to review legislation that is introduced, drafted or relevant to the ministry for accessibility and inclusion. It will use the OPS Inclusion Lens and will ensure these reviews include lessons learned from the review of the high impact statutes. The OPS Inclusion Lens provides a framework for inclusive thinking in the development and review of policies, programs, legislation, and services.
Actions taken in the past year
In 2016, the ministry through the OPS Diversity Office worked with the Ministry of the Attorney General to support ministries requiring approvals for legislative amendments to remedy accessibility barriers identified through a government-wide review of high impact statutes.
Specifically, within MGCS: the Freedom of Information and Protection of Privacy Act (FIPPA) and the Municipal Freedom of Information and Protection Privacy Act (MFIPPA) were amended in order to facilitate accommodations for persons with disabilities, where appropriate. Details regarding the amendments appear below.
MFIPPA had two amendments:
- Section 21 which governs the process for affected third parties to receive notice and make representations regarding the disclosure of records. It requires timelines to make a representation, a decision or an appeal of a decision. The amendments to section 21 permit the Minister or a head of an institution to extend the time periods for receiving representations or for appealing a decision if the time period is a barrier to a person with disabilities
- Subsection 39(2) includes time limits as well. It provides that appeals to the Information and Privacy Commissioner must be made within 30 days. The new subsection 39(2.0.1), however, permits the Commissioner to extend that time period if the time period is a barrier to a person with disabilities
Similarly, FIPPA had 2 amendments as well:
- Section 28 of the Freedom of Information and Protection of Privacy Act affected people by establishing time lines that people had to meet in order to receive representation or appeal a decision. The amendments to section 28 permits the Minister or the head of an institution to extend the time periods if the time period is a barrier to a person with disabilities
- Subsection 50(2) of the Act says that an appeal to the Information and Privacy Commissioner must be made within 30 days. The new subsection 50(2.1) permits the Commissioner to extend that time period if the time period is a barrier to a person with disabilities.
In addition, the OPS Diversity Office began work on the redesign of the Accessibility Legislative Review Tool.
MGCS remains committed to the goal of ensuring that Ontario legislation and implementation frameworks do not create barriers for persons with disabilities.