Language selection

Government of Canada / Gouvernement du Canada

Search

Public Services and Procurement Canada
2024 Accessibility Progress Report

Video: American Sign Language version of the 2024 Accessibility Progress Report executive summary

On this page

Message from the deputy ministers

As we continue our journey to becoming an accessible workplace and an employer of choice for persons with disabilities, we are pleased to present the Public Services and Procurement Canada (PSPC) 2024 Accessibility Progress Report. This report showcases our department’s efforts to meet the priorities outlined in PSPC’s 2023 to 2025 Accessibility Plan.

Our 3-year Accessibility plan includes concrete measures that reflect our commitment to improving accessibility under the PSPC priority of an accessible culture, as well as the 7 priority areas of the Accessible Canada Act. PSPC is uniquely placed to support the implementation of the Act. As a common service provider, we are privileged to have a direct impact on removing barriers in support of full participation for all public servants, as well as for Canadians across the country.

For this year’s Progress report, we once again embraced the principle of “Nothing Without Us” and engaged extensively with individuals with disabilities and allies to gauge what works and where barriers persist—in both the work that we do and the services we provide. With over 1,600 employees sharing their valuable insights, we have gained a deeper understanding of the challenges still faced by persons with disabilities and the improvements needed within our department. From discussions on workplace culture to accommodations, the feedback received underscores the importance of addressing the diverse needs of our workforce.

We are encouraged by the results and the work under way across the department to remove barriers and foster a culture where every employee feels included. However, while we celebrate our achievements, we recognize that there is still much work to be done to reaffirm our commitment to advancing accessibility and inclusion, while staying true to “Nothing Without Us”, and engaging with individuals with disabilities and allies to ensure that their voices shape our policies and initiatives.

I call upon each and every one of you to join us on this journey toward a more accessible future. Whether you are an employee, a manager, or a stakeholder, your contributions are invaluable in realizing our vision of a Canada without barriers by 2040.

Let us continue to work collectively to remove barriers and foster inclusivity because accessibility benefits everyone.

Together, let us build a future where accessibility is not an afterthought but a cornerstone of our collective success.

Arianne Reza (she-her)
Deputy Minister

Alex Benay (he-him)
Associate Deputy Minister

Michael Mills (he-him)
Associate Deputy Minister

Executive summary

Public Services and Procurement Canada is pleased to report on the progress made on accessibility over the last year. This 2024 Accessibility Progress Report supports PSPC's commitment to removing barriers to accessibility for its employees, and in the programs and services it delivers to government and the Canadian public.

This Progress report follows the publication of the 2023 to 2025 Accessibility Plan and the 2023 Accessibility Progress Report. It highlights the work done to improve accessibility at PSPC in fiscal year 2023 to 2024 under each of the 7 priority areas of the Accessible Canada Act, as well as the PSPC priority of an accessible culture. The 8 priorities are:

The section Accessibility plan: Eight priorities of this report provides information on achievements and activities over the last year.

Each of the priorities in this report is aligned with one or several key performance indicators. Annex B: Key performance indicators in this report provides the indicators, desired outcomes and results achieved in fiscal year 2023 to 2024 for each priority area of the Accessibility plan.

In keeping with the “Nothing Without Us” guiding principle of the Accessibility strategy for the Public Service of Canada, persons with disabilities have been consulted broadly in the development of this report. These valuable insights have been instrumental in helping us better understand barriers and adjust our practices to improve accessibility for everyone.

Consultations took place in spring 2024. We heard from over 1,600 employees across the department, as well as PSPC's Accessibility Advisory Panel, made up of experts from external organizations representing persons with disabilities. A summary report on the common themes, issues and suggestions from the consultations was developed to share with participants and more widely across the department, including with senior management. The PSPC Accessibility Office within the Policy, Planning and Communications Branch (PPCB) continues to engage with partners and stakeholders to address issues and to share ideas and best practices raised by participants.

In addition to the consultations, a department-wide survey invited employees to share their thoughts on accessibility at PSPC. A summary of the consultations and survey feedback can be found in Annex A: Consultations results.

The feedback process developed as part of PSPC's 2023 to 2025 Accessibility Plan has been in place since December 2022. It invites respondents to contact the Accessibility Office by telephone, mail or email or by using the online contact form. A summary of the responses submitted for the period from April 1, 2023 to March 31, 2024 can be found in the Feedback section of this report.

Feedback about specific practices and policies were immediately shared with relevant branches, while other feedback, especially more general feedback, was included in an annual report to each branch in fall 2024. Several pieces of feedback have also been marked for future consideration when developing PSPC’s next Accessibility plan.

At PSPC, we care about the feedback we receive and are trying to address accessibility gaps in innovative ways. For example, in an effort to get accessible information technology (IT) equipment to employees faster, the My IT store was streamlined to allow employees with disabilities to request low-value IT equipment without extensive evaluation. A dedicated Accessibility and Inclusivity Office for Real Property Services (RPS) was created to deliver accessibility initiatives in the built environment with input from individuals with disabilities and using the highest quality expertise and resources. These are just a few examples found in this report of how branches across PSPC are working to improve accessibility in everything we do.

We are grateful for all the feedback, advice and consultation input we received from persons with disabilities, allies and partners. We encourage everyone to continue learning from each other and working together to create a fully inclusive and accessible environment. While work culture changes take time, each action helps PSPC employees feel included and appreciated. As we approach the end of this 3-year cycle, we realize that there is still a lot of work to be done. As we prepare the next Accessibility plan, we must continue to build on this collaboration and commitment to change to reach our goal of a fully accessible department by 2040.

Introduction

This is Public Services and Procurement Canada's (PSPC) 2024 Progress Report on Accessibility. It supports PSPC's commitment to remove barriers to accessibility for its employees, and as a common service provider in the programs and services it delivers to the federal government and the Canadian public.

This report follows the 2022 publication of the 2023 to 2025 Accessibility Plan and the 2023 publication of the 2023 Accessibility Progress Report. Under the Accessible Canada Act, federal departments and agencies must publish accessibility plans every 3 years. Progress reports on accessibility are then released in the years between publication of accessibility plans.

PSPC's 2023 to 2025 Accessibility Plan seeks to create conditions for a more equitable and inclusive department for persons with disabilities. The Plan also aligns with PSPC's 2021 to 2025 Diversity and Inclusion Action Plan, which calls for equity and inclusion across the department's diverse workforce.

This report illustrates work which has taken place at PSPC over the past year to improve accessibility under each of the 7 priority areas of the Accessible Canada Act, as well as the PSPC priority of an accessible culture. The 8 priorities are:

In keeping with the “Nothing Without Us” guiding principle of the Accessibility Strategy for the Public Service of Canada, persons with disabilities have been consulted broadly in the development of this report. Consultations allow us to learn about areas which need attention and where improvements have been made. Key findings from the consultations are presented in Annex A: Consultations results of this report.

General information

Alternate formats:
Alternate formats are available on request. You can contact us to request a version of this Progress report or our feedback process in an alternate format.
Feedback:

Should you wish to provide feedback about PSPC's 2023 to 2025 Accessibility Plan, this 2024 Accessibility Progress Report or any barriers you have experienced when interacting with PSPC, contact us using any one of the methods below.

For more information on how to provide feedback to PSPC and what PSPC will use this feedback for, refer to Feedback Process.

Contact:
Director of the Accessibility Office
Phone:
1‑873‑353‑9495 (between 8 am and 4 pm ET)
E-mail:
spac.directeuraccessibilite-directoraccessibility.pspc@tpsgc-pwgsc.gc.ca
Mailing address:

Public Services and Procurement Canada
2nd Floor
11 Laurier St Portage III Place du Portage
Gatineau QC K1A 0S5

Accessibility plan: Eight priorities

In this section

In this section of the Progress report, the 8 priorities of PSPC's 2023 to 2025 Accessibility Plan are revisited, with progress updates on the activities under each priority area. Annex B: Key performance indicators provides details of how PSPC is measuring progress on the activities under each priority area of the Accessibility plan. Both the progress updates for the priorities and Annex B outline what has been completed over the course of the fiscal year (April 1, 2023 to March 31, 2024).

The barriers listed in the following sections were gathered in part from consultations held in spring 2024. Refer to Annex A: Consultations results for a discussion of key findings shared by participants during the most recent consultations.

Culture

Work culture is key to meeting everyone’s accessibility needs. A supportive work culture recognizes and respects the diverse needs of employees. By prioritizing a diverse and inclusive environment and intersectionality in the workplace, PSPC aims to create a space where all employees feel valued, respected and empowered.

2023 to 2025 Accessibility Plan objective

Strengthen a culture of accessibility and disability inclusion in all areas of PSPC’s work.

Barriers

During consultations, participants said that workplace culture is important for including people with disabilities, especially for those with invisible disabilities. They highlighted the lack of awareness and information on issues facing persons with disabilities, which leads to exclusion or lack of understanding and flexibility in the workplace. Office etiquette around noise and scents was also mentioned as being important for an inclusive workplace culture. To address these issues, participants advocated for mandatory training on accessibility, inclusion and more learning opportunities on working inclusively. Additionally, participants were asking for safe spaces in the workplace to discuss sensitive topics, as many employees feel uncomfortable and fear disclosing their need for accommodations to their manager.

Progress to remove barriers and prevent new ones

Many activities have taken place across the department this year in support of this priority, notably:

While work culture changes take time, each activity helps PSPC employees feel included and appreciated. Culture change influences every aspect of the work we do, and it allows progress in accessibility to have an impact on each employee, stakeholder and Canadian we serve.

Employment

PSPC has been prioritizing the recruitment of employees with disabilities in support of the government's commitment to hire 5,000 new public servants with disabilities by 2025. While 6.5% of PSPC's employees currently self-identify as having a disability compared to the current workforce availability of 9.3%, recruitment slightly surpassed exit rates in 2022 to 2023 for the first time in 3 years. This improvement is a promising step in the right direction.

PSPC has entered its fifth year within a Memorandum of Understanding (MOU) with the Federal Public Service Federal Internship Program for Canadians with Disabilities (FIPCD). The program is designed to provide internship opportunities in the federal public service for Canadians with disabilities. FIPCD focuses on providing meaningful work experience to participants, supporting their integration, development, and retention. PSPC provides Career Management Services to interns and their managers in the FIPCD through an MOU with the Public Service Commission.

PSPC also launched a sponsorship program aimed to support employment equity participants of the Executive Feeder Group Initiative. Throughout the last 4 cohorts, all such participants, including employees with disabilities, were offered an experienced executive sponsor and several activities in support of their leadership development.

2023 to 2025 Accessibility Plan objective

Through accessible and inclusive human resource practices, create conditions to support recruitment, onboarding, retention, career development and accommodation of employees with disabilities.

Barriers

The accommodations process, the Direction on prescribed presence in the workplace and the common hybrid model were reoccurring points of discussion throughout the consultations. Participants also noted challenges with the Government of Canada (GC) Workplace Accessibility Passport led by Treasury Board of Canada Secretariat (as a tool for employees to use on a voluntary basis), including complicated accommodation processes with too many parties involved and managers not signing off on passports due to lack of knowledge. Participants also identified issues with accommodations during the hiring process and a need for clearer communication on how to request accommodations. Participants suggested piloting alternative selection and assessment methods to address barriers to hiring and promotion. The limited implementation of initiatives like the Mosaic Leadership Development program for promoting and retaining employees with disabilities was also highlighted.

Progress to remove barriers and prevent new ones

Work done over the last year to further support accessibility at PSPC includes:

In addition, there were various activities and tools provided for all employees and specifically for managers, including:

HRB also continued to implement activities identified in Canada’s Disability Inclusion Action Plan. It is finalizing the approach to hiring and representation goals for employment equity groups to close the current and forecasted gaps of these groups, including persons with disabilities.

PSPC implemented changes which align with recent amendments to the Public Service Employment Act (section 36 (2)) relating to the need to check selection process assessment methods for bias and barriers. If identified, steps need to be taken to mitigate their impact. Staffing strategies were put in place to support the recruitment campaigns for persons with disabilities.

Additional activities over the course of the last year included:

To support employees and improve timely workplace accommodation, HRB is continually strengthening collaboration with partners such as Digital Services Branch (DSB), RPS and Shared Services Canada’s Accessibility, Accommodation and Adaptive Computer Technology (AAACT) program.

To support tracking diversity and inclusion, HRB is proposing a Diversity and Inclusion Performance Measurement Framework. The proposed framework includes data on indicators that will help to better understand the workplace experiences of all equity employees with disabilities at various stages of the employee life-cycle (attraction, recruitment, promotion, retention and exit) as compared to all employees. The results will help improve ongoing departmental activities on accessibility or initiate new ones.

PSPC believes in having an inclusive and diverse workforce, and our aim is to continue to refine, integrate, and promote guidelines, frameworks, programs, and services that will assist employees with disabilities in gaining and maintaining meaningful employment within our department.

Built environment

As the government's common service provider for the built environment, PSPC continues to focus on removing barriers to accessibility across the real property portfolio. The Government of Canada operates under a hybrid work model, and the built environment plays a significant role in employee satisfaction and well-being. PSPC recognizes the importance of maintaining flexibility for employees with disabilities in the office space.

2023 to 2025 Accessibility Plan objective

Be a leader for the government by removing barriers in the PSPC built environment.

Barriers

Concerns about the return to the office were raised in every consultation session. It is important to note also that these sessions took place prior to the updated Directive prescribing a minimum of 3 days per week in office, and that sentiments may be different following the update. Open office spaces and unassigned seating in particular were raised as issues for people with disabilities and a significant source of stress. Participants mentioned the need for more meeting spaces, options for assigned seating for people with disabilities and individualized lighting controls.

Progress to remove barriers and prevent new ones

PSPC's RPS has been making progress in a number of areas, namely:

73% of PSPC’s office space is ergonomically modernized with new furniture and IT equipment, offering the same experience to all employees with varying needs and preferences.

Going beyond employee workspaces, the Science and Parliamentary Infrastructure Branch (SPIB) is responsible for the stewardship of the Parliamentary Precinct buildings and the Laboratories Canada program of work. SPIB is continuing to ensure that universal accessibility remains central to its work in maintaining and enhancing existing Precinct facilities and in constructing new modern science facilities.

Among the key activities achieved in the Parliamentary Precinct last year, SPIB has:

Under the Laboratories Canada strategy, SPIB has made progress in the following ways:

Universal accessibility is one of the 7 key design principles in the RLDF, which commits to a secure, inclusive, and adaptable laboratory setting without impediments for every individual regardless of age and physical abilities. This is achieved by incorporating design elements that promote:

PSPC recognizes the importance of removing barriers in the built environment, and is committed to upholding universal design standards.

Information and communication technologies

Accessible tools and technologies are essential for creating an inclusive work environment. In this digital age, it is important to ensure equal access to digital content and digital services. It plays a valuable role in the work we do, and it allows employees to use their talents and skills effectively.

2023 to 2025 Accessibility Plan objective

Improved access to technology for all employees in order for them to do their job.

Barriers

Consultations identified challenges with ICT, including issues with Microsoft Office suite features such as transcription and closed captions. In particular, participants felt that there is a general lack of awareness of ICT accessibility issues and solutions, and a need for increased training on accessible document creation, hosting accessible meetings and plain language principles in the workplace. Participants shared that they would like senior management to normalize accessibility checkers and accessible documents as part of the approval process.

Progress to remove barriers and prevent new ones

DSB has made significant strides over the last year:

New IT solutions are continuously evaluated to enhance workplace accessibility, while ensuring that there are feedback channels for employees with disabilities to suggest new solutions.

Pacific Region led a project to ensure seamless access to Video Relay Service (VRS), a free telecom service, to enable those who are deaf, deafened or hard of hearing to communicate using American Sign Language (ASL) or Langue des signes québécoise (LSQ) with any voice telephone user. Note that this is different from scheduled interpretation, including Video Remote Interpretation video conference calls, provided by the Translation Bureau.

Within the Receiver General and Pension Branch (RGPB), the Document Imaging Solutions Centre partnered with Innovative Solutions Canada to develop an automated software solution to remediate existing government documents into accessible formats. RGPB’s Government of Canada Publications Directorate continues its commitment to raise awareness among agencies and departments about the importance of producing accessible documents for the Government of Canada publication’s website.

Work continues to improve digital accessibility within PSPC. The increasing availability of digital content and services supports equal and inclusive practices.

Communication, other than information and communication technologies

Effective communication in the workplace is key to encouraging inclusion and ensuring equal access to information and opportunities. Accommodating a range of needs through our communications allows everyone at PSPC to contribute to their full potential and build strong relationships.

2023 to 2025 Accessibility plan objective

Provide equitable access to information for PSPC employees, partners and the public.

Barriers

During consultations, employees talked about the importance of plain language and using more accessible features for email communication.

Progress to remove barriers and prevent new ones

PSPC’s Translation Bureau’s mandate is to support access to Parliament and Federal Government information by providing sign language interpretation services. Due to a global shortage of sign language interpreters, coupled with an increasing demand for services and budgetary constraints, the Translation Bureau has faced capacity challenges. As a result, over the last year, the Translation Bureau has primarily worked on increasing its capacity. To do so, it developed a strategy to enlarge its pool of accredited and qualified interpreters which includes outreach to universities and teaching institutions. The launch of a sign language translation service line had been planned, however due to budgetary constraints reducing the Translation Bureau’s ability to further expand its services, this has been postponed until fiscal year 2025 to 2026.

PSPC Digital Communications migrated approximately 75% of PSPC’s public-facing content to the more accessible Canada.ca platform this past year. The remainder of the content migration will be completed in the next year.

The RGPB launched a new redesigned employee Pension Portal. The goal was to make the Portal simpler to navigate, easier to understand and more accessible.

The RGPB pension program engaged with the VRS to ensure that service delivery was meeting the needs of members by better understanding challenges that plan members may have when interacting with pension centre staff through the VRS.

Accessibility should always be a consideration in how we communicate within PSPC and with external partners and stakeholders. PSPC is working hard to improve communication and enable equitable access to information through its many activities and will continue to strive to improve accessibility in communications for all.

Procurement of goods, services and facilities

Federal procurement is another important priority for PSPC given the department’s role as the central purchasing agent for the Government of Canada. PSPC is committed to making accessibility a part of procurement practices so that the goods, services and facilities it procures are accessible and inclusive for all.

2023 to 2025 Accessibility plan objective

Modernize procurement practices so that goods, services and facilities procured by the government are accessible and inclusive for all.

Barriers

Procurement was not a topic raised by participants during this year’s consultations, and very little feedback around barriers in procurement has been provided through the feedback mechanism. The following barriers were mentioned during the consultations in 2022 and are still considered relevant. In 2022, participants noted that there is a need to promote a better understanding of what accessible procurement means. We also heard that contracting authorities need to be more informed and supported to consider accessibility. Participants told us that while there continues to be an emphasis on social procurement, there is a need to do more to encourage disability entrepreneurship and enhance community awareness.

Progress to remove barriers and prevent new ones

This past year the Accessible Procurement Resource Centre (APRC) at PSPC:

Procurement Assistance Canada (PAC), which encourages small and medium businesses to take part in federal procurement, has also been promoting accessibility with key partners. This includes a partnership with the Inclusive Workplace and Supply Council of Canada (IWSCC). Discussions this past year continued to focus on identifying barriers and opportunities for businesses owned or led by persons with disabilities to access federal procurement.

In addition, PAC worked with the IWSCC to promote the Coaching Service. The Coaching Service offers tailored guidance and advice to businesses led or owned by members of equity-seeking groups, including persons with disabilities, who have experienced limited success in federal procurement bid processes. The Coaching Service can assist with some of the typical barriers faced by suppliers. Since its launch, the Coaching Service has been accessed by participants who identified as persons with disabilities.

Finally, PAC has endeavoured to increase the availability of its seminars in alternative formats. Pacific Region continues to incorporate ASL interpretation at events and seminars and offers monthly core online seminars in ASL only. Pacific is also able to provide one-on-one supplier meetings directly in ASL, so that diverse suppliers can receive PAC services directly in their first language without the need for an interpreter.

As the central purchaser for the Government of Canada, sharing knowledge, expertise and guidance on accessible procurement with government buyers is a key element of the work we do. This support is essential to ensure that accessibility is included in the requirements for the goods, services and facilities procured by the Government of Canada.

Design and delivery of programs and services

As a common service provider, PSPC offers a wide range of programs and services to federal organizations and to Canadians. Ensuring these programs and services are accessible means that everyone, regardless of disability or impairment, can use and benefit from them. Accessibility features often improve the overall user experience for everyone, not just those with disabilities.

2023 to 2025 Accessibility Plan objective

Strive to offer programs and services that are easily accessible to all.

Barriers

Design and delivery of programs and services was not a topic raised by participants during this year’s consultations. The following barriers were mentioned during the consultations in 2022 and are still considered relevant. In 2022, we heard about the importance of accessibility by default as a key principle to bring about meaningful change. Individuals also talked about the need to apply accessibility as a consistent lens in all aspects of program and service delivery. In this year’s consultations, participants did suggest that PSPC should be leveraging interdepartmental services designed to help employees with disabilities, such as the Mosaic Leadership Development program, the GC Workplace Accessibility Passport and AAACT resources and tools.

Progress to remove barriers and prevent new ones

The RGPB is committed to enhancing accessibility and user experience. This year, it has notably:

The Human Capital Management Solutions Branch (HMCS) is working to promote and incorporate various practices regarding workforce inclusivity and accessibility in its workplace. As such, HMCS strives to comply with industry standards and government policies on accessibility to ensure all users have access to the human resources (HR) and pay systems software according to their needs to conduct their day-to-day requirements. As an example, the team conducted 2 technical accessibility assessments of MyGCPay to ensure alignment with the WCAG 2.1 standard. Accessibility was also included in the compliance assessment for options for new HR and Pay systems. In addition, a validation process for accessibility was integrated into the software development life cycle.

PSPC values diversity and is committed to accessibility and creating an inclusive environment by ensuring programs and services are available to all.

Transportation

PSPC supports the transportation pillar of the Accessible Canada Act. It works to understand and address transportation barriers that may exist for persons with disabilities at our buildings, such as the availability of accessible parking.

2023 to 2025 Accessibility Plan objective

Support accessible transportation for employees and members of the public by removing known barriers at PSPC buildings.

Barriers

During consultations, participants noted the need to ensure the availability of accessible parking. They suggested that the option to reserve accessible parking should be included in PSPC's office space reservation system.

Progress to remove barriers and prevent new barriers

Accessible parking is necessary for many employees with disabilities and other visitors from the public to PSPC. PSPC ensures compliance with municipal bylaws for the provision of accessible parking. Requirements for accessible parking vary based on building size and municipality, and private parking service providers and lot management.

While this is not a topic of great discussion in the current hybrid work environment, PSPC is actively working to understand and address barriers that exist for employees, and will continue to remove them.

Message from Co-Champions for Diversity and Inclusion

Since the Accessible Canada Act came into effect in 2019, PSPC has been working hard to do its part to make Canada more accessible.

PSPC’s Accessibility plan for 2023 to 2025, along with the Progress reports for 2023 and 2024, show how much we care about making sure everyone, especially people with disabilities, are included in our work. As we move forward, it is important that we acknowledge how vital accessibility is and how deeply it affects our workplace and work culture, so that we can collectively and individually continue to make progress.

Accessibility isn’t just about doing the right thing; it’s about giving everyone the chance to fully join in, no matter what their abilities are. We need to remove barriers of all kinds, including challenges with technology and negative stereotypes. In doing so, we can make sure everyone can contribute to their fullest potential.

When we make accessibility a priority, we create a work environment where everyone can thrive.

Let’s make sure our attitudes, policies, procedures, and workplace culture show how committed we are to having a diverse, inclusive and accessible work environment. We encourage each of you to get involved in brave conversations, innovative projects, and actions big and small towards a more inclusive PSPC.

Alexia Touralias
Ontario Regional Director-General and PSPC Co-Champion for Diversity and Inclusion

Lorenzo Ieraci
Assistant Deputy Minister, Policy, Planning and Communications Branch and Co-Champion for Diversity and Inclusion

Consultations

Consultations were a crucial component of developing the PSPC 2023 to 2025 Accessibility Plan and each accessibility progress report that followed. We are fortunate to have so many participants share their experiences with us. This allows us to reflect on the current status of accessibility at PSPC and the progress made to remove barriers and improve experiences for all persons with disabilities who work for and interact with our department. This year’s consultations included a series of 6 virtual sessions and an anonymous employee survey.

Consultation sessions

The consultation series gave PSPC employees across Canada and those representing persons with disabilities and various disability communities the opportunity to provide their thoughts on how PSPC is doing on accessibility following the 2023 Accessibility Progress Report. The goal was to better understand the progress made, what barriers still remain, and what it will take to create a more inclusive and barrier-free PSPC.

Each virtual consultation was moderated by the PSPC Accessibility Office. All efforts were made to create a safe space for attendees and ASL/LSQ interpretation was provided during the sessions. However, by nature of the virtual format, comments submitted via the Microsoft Teams Chat function were visible to all participants. Nonetheless, all input was tracked and recorded anonymously. In total, there were over 1,600 participants across 6 sessions.

One session was a bilingual consultation held in conjunction with PSPC’s PWDN, which included over 300 participants. There were 2 subsequent sessions open to PSPC employees of all levels, regardless of their connection to the disability community:

The remaining consultations were held to gather input from those representing persons with disabilities:

Visit Annex A: Consultations results for an analysis of results from the consultation sessions.

Anonymous online survey

An online survey, available to all PSPC employees in spring 2024, provided an additional method for employees to express their opinions. The questions covered topics across the priorities of the Accessible Canada Act. They were developed in collaboration with PSPC branches towards supporting them in their efforts to improve accessibility in their areas of work. 300 employees completed the online survey in full or in part.

Visit Annex A: Consultations results for an analysis of results from the survey.

How consultations were taken into consideration

A summary report was developed to communicate common themes and emerging issues which came to light during virtual consultations. This summary report was made available across the department, including with senior management. The PSPC Accessibility Office continues to engage on an ongoing basis with relevant branches and regions towards addressing issues shared by participants during consultations and in the survey.

Feedback

The feedback process developed as part of PSPC's 2023 to 2025 Accessibility Plan invited respondents to reach out via telephone, mail, email, or using an online contact form through which feedback can be provided anonymously. PSPC's Accessibility Office is the primary contact for individuals to provide feedback using the methods noted above. All feedback is kept confidential and stored electronically as per Accessible Canada Act requirements.

Due to publishing deadlines, the 2023 Progress Report included feedback received during the period of December 20, 2022 (the launch of the Accessibility plan) to October 10, 2023. In order to be able to provide feedback for a full year in progress reports going forward, this year’s Progress report feedback date range will cover the period of April 1, 2023 to March 31, 2024 to align with the fiscal year. This means that some of the feedback included in this report will overlap with feedback from the 2023 Progress Report.

In all, 48 instances of feedback were submitted during the period of April 1, 2023 to March 31, 2024. Of that, 27 instances of feedback were provided via the online feedback form, 19 by email, and 2 via telephone voicemail. No instances of feedback were received by mail.

Feedback covered a variety of accessibility topics, which have been summarized by themes:

There were also many helpful suggestions on actions PSPC could consider taking to improve accessibility and remove barriers, notably:

How feedback was taken into consideration

Feedback related to specific practices and policies was shared for awareness and consideration with branches identified as offices of primary interest (OPIs). Several pieces of feedback were immediately flagged and shared with OPIs while other feedback, especially anonymous and more general feedback, was shared with relevant OPIs in an annual report. These annual reports were organized by priority area and included all relevant input gathered from various sources, including the consultation sessions, the accessibility survey, and the feedback process. These reports were shared with the branch OPIs who are responsible for the activities in the Accessibility plan.

In addition, input from consultations found in Annex A: Consultations results of this Progress report has been shared with OPIs and senior management, as well as through a presentation to PSPC's Executive Committee.

Conclusion

This report highlights the efforts of individuals and teams across PSPC over the last year to remove barriers and improve accessibility, both as an employer and a common service provider. While we celebrate our achievements in advancing accessibility, we also recognize there is much work still to be done to ensure we are fully inclusive and accessible to all.

We are grateful for the feedback, advice and consultation input we received from persons with disabilities, allies and partners. These valuable insights have been instrumental in helping us better understand barriers and adjust our practices to improve accessibility for everyone.

We encourage everyone to continue learning from each other and working together to create a fully inclusive and accessible environment. As this current 3-year cycle ends and we prepare the next Accessibility plan, we must continue to build on this collaboration and commitment to change to reach our goals of a fully accessible department by 2040.

Annex A: Consultations results

In this section

Specific input from the virtual consultation sessions and the online survey which engaged PSPC employees in spring 2024 have been anonymized and summarized in the following sections.

Virtual consultation sessions

Following consultations on the implementation of the Accessibility plan and accessibility in general at PSPC, the PSPC Accessibility Office developed a Summary Report. It contains a synopsis of the key topics and themes discussed, as well as anonymized quotations from participants. Notes from specific consultations remain confidential and have been retained by the PSPC Accessibility Office as per the Accessible Canada Act.

The summary report was shared across the department through our internal “In the Know” weekly newsletter, with participants of the consultations, as well as with senior management. Major themes captured in the summary report are as follows:

Themes

Participants were asked to share their thoughts on accessibility, barriers they face and any suggestions they have to improve accessibility at PSPC. Topics addressed during consultations were largely participant-driven, but the PSPC Accessibility Office also took the opportunity to ask employees about their thoughts on some specific topics. These topics included barriers in areas such as ICT, communications and the built environment; what they felt should be accessibility priorities for PSPC; and, their ideas for improving the recruitment and retention of persons with disabilities.

Following is a summary of the main topics raised, including a number of direct, non-attributed quotes from participants.

Accommodations

The accommodation process was a recurring point of discussion throughout the consultations. There were 3 aspects of the accommodations process which were of most concern to participants.

Issues with the implementation of the GC Workplace Accessibility Passport

“There is too much [range] at PSPC in the way the Accessibility Passport is implemented. The concept of ask once and the accommodation follows you is simply not working […] PSPC is not implementing the Accessibility Passport correctly and in alignment with its purpose and values."

Concerns around the use of the Functional Abilities Form

“The Functional Abilities Form (FAF) speaks of restrictions and limitations. I do not think that what I am struggling with can […] rely on the narrow definition of “normal functioning”. I think it also prioritizes certain “abilities” or “behaviours” over others, failing to recognize the strengths of people that are different, which […]overlooks the unique abilities and perspectives of individuals that are different and reinforces harmful stereotypes."

Amount of time and stakeholders required in the accommodations process

“The best change for the accommodations process would be for a default no to become a default yes. […] many new or acting managers are unwilling to exercise their discretion at their level so it goes up the chain higher than it needs to.”

Participants shared that they would like the accommodation process to:

On-site presence exemption

With the Direction on prescribed presence in the workplace and the common hybrid model, commonly known as Return to Office (RTO), many participants have felt that getting an accommodation to work from home as a person with a disability is a difficult process that can take a long time.

“We are having enormous problems with [the duty to accommodate process] right now, [Labour relations] is systematically denying requests being made, and [we] have to fight to push things through. Why isn’t it coming down to more local [managers] to make decisions?”

Participants would like:

Transition to hybrid work

With the transition to hybrid workspaces, many participants shared their concerns about the hotelling design approach to office space. Many participants shared that they struggle with not having a consistent, assigned workstation with the ergonomic equipment they require. Participants also mentioned scent and noise, combined with the lack of meeting and quiet spaces, are major issues in unassigned open office spaces. Many were concerned with the ongoing reduction of office space and the impact on work culture for persons with disabilities.

“I think the lack of space for meetings is the accessibility issue that is causing the noise. All meetings are held on Teams - there isn't enough space for everyone to make calls except at their desks.”

“The thought of going to work every day to a different desk and different people puts me in a spiral. Not to mention the physical and sensory aids that I now need to take with me everywhere instead of being able to set up my space and keep my aids there.”

Other barriers mentioned were the accessibility of venues used for events, which while not participants’ typical workplace, still needed to be accessed for work duties such as training or townhall meetings. There was also concern expressed around evacuation processes for office buildings. In particular, participants mentioned the evacuation needs of those requiring assistance, especially persons with invisible disabilities, that may be missed or may vary depending on their work location.

"Barriers in the office include inadequate process to evacuate [persons with disabilities], especially invisible disabilities, in emergencies. It is a variable problem building by building […]."

Participants would like:

Silos and centralized services

In the area of accessible accommodations, participants mentioned the lack of integration between groups and not knowing who to contact for help in the accommodations process. Many of the suggestions made for improving accommodations processes involved having a central team which could increase effectiveness to respond to requests.

“We need an accessibility centre of excellence. Everyone is working in siloes and some of the teams [working in accessibility-related accommodations] don’t have the capacity to respond within 10 days which is unacceptable.”

Participants would like:

Hiring, retention and promotion

Participants spoke about the need to improve the assessment stage of the hiring process by allowing candidates to request accommodations early on in the process. Participants shared the need for simplified job postings and fewer screening questions. They also recommended that less emphasis be placed on the traditional interviews to create a more accessible process.

“As someone with a disability who has been applying to government jobs for a few years, I have noticed a pattern in how much longer it takes to participate in an application process when I request accommodation […] Sometimes the accommodations take months to acquire and [several times] in the past year and a half I have been forgotten after requesting accommodation. Either I get pushed along with the rest of the candidates and it is eventually noticed that I missed a step, or the day of my test comes around and I email someone because I have not yet received information on what accommodations I will be granted.”

“[Alternative methods for the standard interview process could include] extensive reference checks. Colleagues and bosses can tell you how competent someone is. We're not always good at ‘selling ourselves’ and our skills.”

Many participants pointed to promising practices to improve the promotion and retention of persons with disabilities, but mentioned that PSPC isn’t implementing them fully.

Participants would like:

Accessibility culture and training

The culture around accessibility and the topic of training were raised during each consultation session. Much like consultations in 2023, participants pointed to a lack of general awareness and information on issues facing persons with disabilities as a major barrier to culture change, and emphasized the importance of inclusion and belonging for building a more accessible workplace culture.

“We receive a lot of links, a lot of information, but accessibility is not yet part of everyday conversations. Only when this is the case will it become normal.”

Participants would like:

Invisible disabilities

Many participants shared their experiences with disabilities that are often hidden, such as environmental sensitivities, autism, learning disabilities, chronic pain and many more. Many shared feeling uncomfortable disclosing their need for accommodations, feeling like their accommodations needs are ‘irregular’, and feeling they must prove they have a disability. Many shared their experiences with ‘masking’ their disability, and the importance of flexibility in accommodations, as adjustments which help one person may not help another.

“I'm autistic, and I'm afraid to tell my manager and team to get accommodations. I'm scared of being treated differently or infantilized.”

“As a person with an invisible disability, I think PSPC could do hybrid work environment better [and] accommodate for different types of issues […]. Before Covid, I could hide my disability well, and now the hybrid environment makes it visible.”

Participants would like:

Information and communication technologies

There were several points participants shared about ICT accessibility. For the Microsoft Office suite, many participants mentioned that transcription and closed captions for Microsoft Teams do not work well when speakers switch back and forth between French and English. Another participant pointed out that Microsoft Teams backgrounds can be too visually stimulating for some and that people should be encouraged to choose their backgrounds carefully. Other participants shared that embedding accessibility considerations into the default templates for Word, PowerPoint, Outlook and other commonly used software would go a long way towards increasing accessibility of communications.

“A lot of software templates don’t have the accessibility considerations embedded into the templates. We need to have approved templates for communication and teams backgrounds, etc.”

Participants would like:

Survey results

A survey which invited all employees to respond to a variety of questions on their experiences with accessibility at PSPC took place in spring 2024. 300 employees completed the online survey in full or in part.

While the survey was open to all PSPC employees whether or not they identified as a person with a disability, a number of questions were restricted to those who identified as a person with a disability. This allowed more targeted questions related to the implementation of the PSPC 2023 Progress Report and accessibility at PSPC in general. Of the 204 respondents who completed question 10, 122 respondents identified as a person with a disability. Where direct comparisons could be made, results were compared to the 2023 accessibility survey results.

The survey asked employees about a range of topics, and some highlights from the survey are as follows:

2023 Progress Report and Accessibility plan activities

When it comes to knowledge of the accessibility changes being made at PSPC, 41% of respondents reported having knowledge of PSPC's 2023 Progress Report, which indicates that many employees are still unaware of all the work being done for accessibility. Of the respondents who have knowledge of the Progress report, 19% strongly or somewhat agreed that the report accurately reflects progress as it relates to accessibility at PSPC in 2023, 16% strongly or somewhat disagreed, 20% neither agreed nor disagreed, while 46% were unsure. These responses highlight that employees may not be experiencing the progress that is being reported on at a similar rate or that it may take time for the benefits to start reaching employees.

Respondents were asked whether they agreed or disagreed that their work environment was safe for persons with disabilities. 43% strongly or somewhat agreed, while 34% strongly or somewhat disagreed, and 23% were either unsure, or neither agreed nor disagreed.

When asked about the tools and training needed to incorporate accessibility in all aspects of their work, 40% of respondents reported feeling that they have the tools and training needed, while 42% strongly or somewhat disagreed. A remaining 18% were either unsure, or neither agreed nor disagreed.

When asked whether respondents know where to go for support with questions about accessibility at PSPC, 50% strongly or somewhat agreed, 37% strongly or somewhat disagreed, and 13% were either unsure, or neither agreed nor disagreed.

Accommodations process and new positions

Respondents were asked whether they and their supervisor have put in place accommodations to meet their identified disability-related needs both at home and in the office. 45% of respondents strongly or somewhat agreed that their accommodations were in place at home. This is a 4% decline from last year. Alternatively, at the office, only 20% of respondents strongly or somewhat agreed that their accommodations were in place. This is a significant decline from last year, when 27% strongly or somewhat agreed that their accommodations were in place in the office.

In this year’s survey, we also asked about accommodations specifically for persons with invisible disabilities, as feedback from last year’s survey indicated that persons with invisible disabilities felt that their issues were not adequately addressed in the survey. Respondents were asked whether they agreed with the statement that “As a person who has an invisible disability, I feel my workplace accessibility needs are being met”. Of the 115 respondents, 27% strongly or somewhat agreed. However, 61% strongly or somewhat disagreed, and 9% neither agreed nor disagreed.

When asked about their willingness to disclose their need for disability-related accommodations during the hiring process, respondents expressed less willingness to disclose. 27% stated they would never disclose, which is an increase from 22% in the 2022 survey. 43% stated they would wait to disclose until after an offer is made, which is less than last year’s 46%. Only 30% stated they would disclose during the hiring process before an offer is made, which is also lower than last year’s 32%. There was an open text response option for respondents to share additional thoughts about disclosing the need for disability-related accommodations during the hiring process, and there were many compelling stories about experiences of disclosing disability-related accommodations.

Physical barriers in the office

Respondents who identified as persons with disabilities were asked to rate the extent to which certain building features currently present barriers to accessibility. This year, the list of building features to rate was extended as follows:

Annex B: Key performance indicators

Each activity listed in PSPC's 2023 to 2025 Accessibility Plan is aligned with a Key performance indicator and a measurement framework for tracking progress and reporting on achievements. These key performance indicators were co-developed with branches in 2023 and can be found below, categorized by priority area and activity. Results align with the fiscal reporting period of April 30, 2023 to March 31, 2024.

Priority 1: Culture

Plan activity 1.1: Raise awareness about the benefits of accessibility and disability inclusion across the organization

Indicator

Number of accessibility and disability inclusion learning events and communications and number of participants reached.

Desired outcome / target

More employees across the organization are aware of increased access and availability of learning opportunities across the organization.

Results
Office of primary interest

Plan activity 1.2: Work together to share information about accessibility and inclusion among employee networks

Indicator

Number of employees reached to raise awareness about accessibility.

Desired outcome / target

Increased collaboration through bi-monthly meetings of the Workplace Equity and Inclusion Committee to help ensure open lines of communication.

Results

A committee of 136 leadership representatives were reached through a session on promoting and hiring persons with disabilities.

Office of primary interest

Plan activity 1.3: Consult with external Accessibility Advisory Panel for guidance and advice on strategic accessibility priorities

Indicator

Perception of effectiveness of the Panel among branch stakeholders.

Desired outcome / target

Effectively leverage external subject matter expertise to help inform more robust departmental accessibility initiatives.

Results
Office of primary interest

PPCB – Accessibility Office

Note

The PSPC Accessibility Advisory Panel provides an opportunity for branch stakeholders to seek feedback and guidance from experts from external organizations representing persons with disabilities to help remove barriers across PSPC.

Plan activity 1.4: Promote awareness about various disabilities in the workplace

Indicator

Rating of participant awareness levels before and after accessing a PPCB Accessibility Office accessibility awareness learning initiative.

Desired outcome / target

Increased awareness about various disabilities in the workplace.

Results
Office of primary interest

PPCB – Accessibility Office

Priority 2: Employment

Plan activity 2.1: Support managers and employees with disabilities to use centralized disability management and individual accessibility services

Indicator

Number of new case files supported by the centralized PSPC disability management and individual accessibility services.

Desired outcome / target

Promote and raise awareness of the centralized PSPC disability management and individual accessibility services.

Results

A total of 1,469 new centralized national case management services files (clients) were opened between April 1, 2023 and March 31, 2024 across Canada. As of March 31, 2024, there were 1305 active files across Canada.

Office of primary interest

HRB

Plan activity 2.2: Launch a strategy to recruit, onboard, accommodate, retain and develop people with disabilities

Indicator

Percentage of persons with disabilities working at PSPC at all levels, including executives, management and employees as a proportion of all PSPC employees.

Desired outcome / target

PSPC will have a proportional increase in representation of employees with disabilities at all levels, including percentage of new hires to support the government’s overall recruitment targets.

Results
Office of primary interest

HRB

Priority 3: Built environment

Plan activity 3.1: Consult persons with disabilities and subject matter experts to learn about best practices and how to improve accessibility in the built environment

Indicator

Number of participants consulted and/or engaged with.

Desired outcome / target

Leverage findings from accessibility assessments, employee input and subject matter experts to prioritize accessibility improvements in the Built Environment.

Results
Offices of primary interest

Plan activity 3.2: Update policies to support a barrier-free workplace

Indicator

Number of new or updated policies, processes and guidance documents.

Desired outcome / target

New and updated policies, processes and guidance to support a barrier-free workplace.

Results
Office of primary interest
Note
  • RPS – Updates of process and guidance documents are in progress but not yet finalized
  • SPIB - Development of the CSA Exemption Process and guidance as per the PSPC Accessibility Procedure 2022

Plan activity 3.3: Make accessibility improvements based on input from persons with disabilities

Indicator

Increase in the CSA Accessibility Score for PSPC Crown-owned assets (CSA B651-18).

Desired outcome / target
Results
Office of primary interest
Note

As this is the first reporting year, the Accessibility Baseline Score for RPS Crown-owned assets is 68%. This score is based on the results of the 199 completed accessibility reports over the past 5 years (first 5-year cycle).

Priority 4: Information and Communication Technologies

Plan activity 4.1: Improve accessibility performance of information technology assets and resources

Indicator

Number of designers, developers and client requests for information about digital accessibility.

Desired outcome / target

Accessibility performance of IT assets is enhanced, providing employees of all abilities greater access to internal systems.

Results
Office of primary interest

DSB

Note

The ASDI team completed over 300 WCAG 2.1 assessments.

Plan activity 4.2: Develop a more effective process to purchase and distribute adaptive technology and ensure users have timely access to ongoing support

Indicator

Develop new service phase 1 positions staffed, training underway.

Desired outcome / target

Adaptive technologies and timely accommodation supports are available to users as required.

Results

Positions have been staffed, training has been completed (main software), processes have been created and put in place with partners and clients, and new services have been implemented (such as My IT Store).

Office of primary interest

DSB

Plan activity 4.3: Continue to support government partners to create accessible documents in digital format

Indicator

Successful development of an accessible imaging solution - measured in phases 1 to 3.

Desired outcome / target

PSPC supports government partners to create accessible documents in digital format.

Results

Completion of Evaluations for Phase 2 re-solicitation.

Office of primary interest

RGPB

Priority 5: Communication, other than information and communication technologies

Plan activity 5.1: Move public website to the more accessible Canada.ca

Indicators
Desired outcome / target

New content pages are accessible, readable and usable, and advisors are applying the latest accessibility standards when creating web content.

Results
Office of primary interest

PPCB - Digital Communications Directorate.

Note

These baseline scores are a reflection of the 75% of PSPC web content that has been migrated to Canada.ca. The remaining 25% will be moved to Canada.ca in the 2024 to 2025 fiscal year.

Plan activity 5.2: Support access to sign language interpretation

Indicator

Percentage of requests fulfilled by the Translation Bureau within established service standards.

Desired outcome / target

100% of requests fulfilled within established service standards.

Results

98%

Office of primary interest

Translation Bureau

Plan activity 5.3: Use plain language in correspondence sent by the Government of Canada Pension Centre

Indicator

Percentage completion rate in plain language redesign of member-facing correspondence for new public service.

Desired outcome / target

Pension Centre correspondence is developed in plain language.

Results

100% of commitment achieved as of March 2024.

Office of primary interest

RGPB.

Note

The integration of plain language has become a routine practice and a standard component of our correspondence review process.

Plan activity 5.4: Encourage departments to publish accessible material on Government of Canada Publications

Indicator

Percentage of Government of Canada (GoC) publishing departments advised annually on accessibility-related best practices, tools and resources.

Desired outcome / target

Advise 20% of GoC publishing departments on accessibility-related best practices, tools and resources.

Results

Surpassed target by advising 32% of GoC publishing departments on accessibility-related best practices, tools and resources.

Office of primary interest

RGPB

Priority 6: Procurement of goods, services and facilities

Plan activity 6.1: Share information to help government buyers understand accessible procurement

Indicator

Percentage of procurement professionals within PSPC who report awareness and capacity to consider accessibility in procurement.

Desired outcome / target

Federal client departments and procurement professionals gain a greater understanding of accessible procurement and the resources available.

Results
Office of primary interest

Procurement Branch – APRC

Plan activity 6.2: Promote awareness about federal procurement opportunities to businesses owned by persons with disabilities

Indicator

Number of events targeting persons with disabilities.

Desired outcome / target

Businesses owned by persons with disabilities become more aware of federal procurement opportunities. The target for 2023 to 2024 was to hold 43 events across the country.

Results

PAC held 90 events across the country focused on persons with disabilities that reached 1,418 participants.

Office of primary interest

Procurement Branch - PAC

Priority 7: Design and delivery of programs and services

Plan activity 7.1: All new Public Services and Procurement Canada policies are to consider accessibility

Indicator

Number of new or revised policies and directives reviewed by the sub-committee.

Desired outcome / target

All new or revised policies and directives have accessibility considerations built in.

Results

100% of policies have been reviewed to ensure accessibility considerations are built in.

Offices of primary interest
Note

Sub-committee not yet established, but policies have been reviewed by persons with disabilities in the PPCB Accessibility Office in the interim.

Plan activity 7.2: Efforts are made to ensure all programs and services are developed with accessibility in mind

Indicator

Number of workshops, advisory panels and working group meeting consultations held.

Desired outcome / target

Dialogue between persons with disabilities and Programs and Services teams on improving accessibility and inclusion in programs and services is ongoing.

Results
Offices of primary interest
Note

The PSPC Accessibility Working Group created a new tool on “tips for interacting with people who have various disabilities” and updated the tools on “accessibility myths and facts” and “how to be an accessibility ally”, all of which are available on the PSPC intranet.

Plan activity 7.3: Offer accessibility support to clients publishing in the Canada Gazette

Indicator

Number of client interactions which address accessibility.

Desired outcome / target

Clients are able to access support on publishing accessible content in the Canada Gazette. The target for 2023 to 2024 was to assist 20 clients in addressing accessibility.

Results

The Gazette assisted 24 clients in resolving accessibility issues identified in their documents.

Offices of primary interest

Priority 8: Transportation

Plan activity 8.1: Improve access to accessible parking at PSPC Crown-owned facilities for all users

Indicator

Ratio of existing accessible parking spaces.

Desired outcome / target

Employees with disabilities have increased access to safe and accessible parking spaces, with clear access to reception areas.

Results
Offices of primary interest

© His Majesty the King in Right of Canada, as represented by the Minister of Public Services and Procurement Canada, 2024, ISSN 2817-9382

Page details

2024-12-24