[Table of Contents]

Report on Status of Customer Service Requirements

  • Issued: December 17, 2008
  • Current as of: June 2009
  • ISSN: 1708-363X

The new Accessibility Standards for Customer Service came into effect on January 1, 2008.

Focus Area: Customer Service

Section 5 of the ODA – Accessibility in Procurement of Goods and Services

Commitment:

Program areas will take accessibility issues into account in procurement of goods and services and to implement the Ministry of Government Services (MGS) guidelines on procurement.

Planned Action(s):

  1. Will continue to provide MGS guidelines to new managers and staff who have procurement responsibilities through the ministry’s orientation package.
  2. Will also continue to review our current and new procurement practices to ensure they meet requirements of the MGS guidelines.
  3. Guidance and direction will be provided to managers and staff responsible for procurement via internal communications as and when required.
  4. Managers, with the help of the Economics and Transportation Cluster (ETC), will continue to adhere the ministry’s requirement that all Internet applications being procured are accessible to people with disabilities.

Implementation Timeframe:

Ongoing for all the above.

Results Achieved:

MGS guidelines were provided to new managers through the ministry’s orientation package and Management Development Program, coordinated by the Human Resources Branch.

Section 6 of the ODA – Improvements in Accessibility of Ministry Internet Sites

Commitment:

Continue to ensure that all new information posted to the existing and new external websites are fully accessible to people with disabilities.

Planned Action(s):

  1. The Communications and Marketing Branch (CMB) will continue work closely with program areas to address website accessibility issues.
  2. CMB and ETC will continue to ensure that new Internet applications implemented and managed by ETC are accessible to people with disabilities. The ministry will follow the established ministry process that provides for ETC to notify the website administrator and provide assistance where possible in instances where websites are managed by a customer.
  3. The CMB will continue to advocate for the production of new published materials in accessible alternative formats and to improve intranet website accessibility.
  4. The MOL internet site will be redesigned as a part of the government’s Online Design Program. This will include a thorough review of the site’s accessibility and ways of improving accessibility.
  5. The CMB will continue to advise program areas on intranet accessibility issues, provide guidance to program areas that request assistance in preparing publications in alternative formats.

Implementation Timeframe:

On-going for 1, 2, 3 and 5
Item #4 targeted for March 2009

Results Achieved:

The MOL intranet site was redesigned and relaunched in December 2007 to be user-friendly and improve accessibility.

Programs and Services

Commitment:

Ensure that ODA requirements are taken into account in Results-based Planning.

Planned Action(s):

  1. Program areas will be reminded of the need to consider ODA requirements in developing or implementing any new activities and initiatives.
  2. New initiatives will be reviewed by Finance & Administration Branch (FAB) to ensure accessibility issues, are taken into account through Results-based Planning process.

Implementation Timeframe:

On-going for all the above.

Commitment:

Enhance ODA awareness for managers and employees.

Planned Action(s):

  1. Ministry Coordination Unit (MCU) will be assuming responsibility for providing ODA information and tips on improving accessibility to managers and employees via internal communication tools.
  2. ODA issues will continue to be incorporated into the orientation package developed by HRB and updated as needed, for distribution to new employees.
  3. Implementation of the ministry’s accessibility commitments and strategies will continue to be an ongoing responsibility for ministry managers and staff, including the ministry’s accessibility planning working group.

Implementation Timeframe:

On-going for all the above.

Commitment:

Resolve disability issues by responding and assisting the general public.

Planned Action(s):

  1. MCU will provide ODA information and tips to managers and employees on improving accessibility via internal communication tools.
  2. To provide the latest available ODA information and tips on improving  accessibility, and to resolve disability issues from both internal and external sources, there will be ongoing consultation with the program areas, the Accessibility Directorate Office (ADO) and other ministries.

Implementation Timeframe:

On-going for all the above.

Section 10 of the ODA – Ministry Accessibility Planning

Commitment:

The ministry’s accessibility planning working group consisting of representatives from different divisions will continue to coordinate and monitor the development and implementation of the ministry’s accessibility plan.

Planned Action(s):

  1. Finance & Administration Branch (FAB) Facilities group and the MCU will continue to work closely with program areas to address and identify accessibility issues.
  2. Updates on commitments from program areas and executive update reports on the plan will be established with quarterly reports going to Senior Management Committee (SMC).
  3. CMB & MCU will continue to provide managers and employees, through established internal communications and other channels (e.g. the ministry’s ODA e-mail account), with suggestions for accessibility improvement.

Implementation Timeframe:

On-going for all the above.

Commitment:

The ministry’s accessibility planning working group will continue to look for ways to improve the ministry’s accessibility plan.

Planned Action(s):

  1. Representatives from Ministry’s Accessibility Planning group, Joint Health & Safety Committee, Business Support Unit (responsible for facilities management) and the Ministry Coordination Unit , will continue to work toward the development and implementation of a strategy to enhance the ministry’s efforts to improve accessibility for employees and people with disabilities who come in contact with the ministry.
  2. A joint review of the head office Emergency Evacuation Protocols will be undertaken to ensure staff with disabilities are adequately protected in case of Emergency Evacuation situations.

Implementation Timeframe:

Ongoing for 1.
Item #2 to be undertaken in March 2009.

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