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Report on Status of Customer Service Requirements

  • ISSN: 1708-363X
  • Issued: December 15, 2009
  • Content last reviewed: December 2009

The Accessibility Standards for Customer Service (Ontario Regulation 429/07) under the Accessibility for Ontarians with Disabilities Act (AODA) came into force on January 1, 2008. All OPS ministries must be in compliance with the Regulation by January 1, 2010.

A. Infrastructure and Communications

I. Accessibility in Procurement of Goods and Services (S.5)

Commitment:

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

Planned Action(s):

The Ministry of Labour will:

  1. Participate on the Diversity and Accessibility Working Group on Procurement.
  2. Continue to provide new managers and staff who have procurement responsibilities with the MGS guidelines on procurement, in the ministry’s orientation package.
  3. Continue to review existing and new procurement practices to ensure that they meet requirements of the MGS guidelines.
  4. Provide information regarding the procurement of accessibility resources in an accessibility resource toolkit for managers.
  5. Continue to work with the Economics and Transportation Cluster (ETC), to ensure that all Internet applications that are procured are accessible to people with disabilities.

Timeframe:

Ongoing throughout 2009-2010.

Results Achieved:

MGS guidelines are provided to new managers through the ministry’s orientation package and Management Development Program organized by the Ministry Coordination Unit (MCU).

The MOL staff that are involved in procurement were briefed on AODA and procurement initiatives.

II. Improvements in Accessibility of the Ministry’s Internet Site (S.6)

Commitment:

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

Planned Action(s):

  1. Continue to ensure that the MOL Internet website meets Cabinet Office’s online design program and uses accessible templates.
  2. All MOL Internet website content will continue to be audited annually for both currency and accessibility. New content will be developed in accessible formats and plain language.
  3. The Communications and Marketing Branch (CMB) will continue to work with program areas to address any new website accessibility issues and provide guidance to program areas that request assistance in preparing publications in alternate formats.

Timeframe:

Ongoing throughout 2009-2010.

Results Achieved:

The MOL internet website was redesigned and re-launched in order to improve accessibility.

B. Programs and Services Planning

I. Results Based Planning

Commitment:

Ensure that ODA accessibility planning and AODA standard setting requirements are incorporated into policies, practices and procedures and taken into account in Results-based Planning activities.

Planned Action(s):

  1. The Finance & Administration Branch (FAB), in conjunction with the Ministry Coordination Unit (MCU), will review new initiatives/activities and any related accessibility issues.
  2. Program areas will be reminded of the need to consider ODA and AODA requirements in developing or implementing any new activities and initiatives.
  3. The MCU will work with program areas to incorporate the Ontario Public Service (OPS) accessibility policy into program policies, practices and procedures.

Results Achieved:

The MCU:

  1. 1. Designed, developed and delivered training to managers and the ministry’s Advisory Leads Group on the customer service regulatory requirement.
  2. Provided managers with an AODA Customer Service readiness assessment to determine if there were gaps in the services provided to customers with disabilities.
  3. Developed a training strategy, education materials and an implementation checklist for managers to ensure AODA readiness.

II. Ministry Staff Awareness

Commitment:

Enhance ODA and AODA awareness for managers and employees.

Planned Action(s):

  1. An accessibility intranet website has been developed under “My Workplace @ MOL”, to provide ODA and AODA information and tips on improving accessibility for managers and employees. To support accessibility awareness, this intranet site will be updated with MOL-specific resources and OPS tools.
  2. OPS and AODA obligations will continue to be incorporated into Ministry Orientation packages for new employees, and updated as any new regulations are passed.
  3. Ensure the ministry’s accessibility commitments and strategies are an ongoing responsibility for ministry managers and staff, through the ministry’s Advisory Leads Group.

Timeframe:

Ongoing throughout 2009-2010.

Results Achieved:

Information and education about the ODA and AODA has been provided to managers and staff through a variety of means. Information on ODA and AODA is updated on ministry’s intranet website for MOL employees, “My Workplace @ MOL”, on an ongoing basis to highlight new and existing accessibility resources.

III. Responsiveness to the Public

Commitment:

Resolve disability issues by responding to and resolving public complaints concerning MOL programs and services and assisting the general public.

Planned Action(s):

  1. The MOL will continue to participate on OPS accessibility working groups and consult the Accessibility Directorate Office (ADO) and other ministries to develop best practices in the provision of accessible services and make these available to ministry programs.
  2. The MCU will continue to update ODA and AODA information and provide tips on improving accessibility to managers and employees via internal communications and on the “My Workplace @ MOL” intranet website to provide the latest available resources to assist with resolving accessibility complaints.
  3. A Ministry feedback process is under development with the Ministry’s CMB to receive complaints or issues specific to accessible customer service. Complaints regarding accessible services will be assigned for resolution and monitored by the Ministry’s MCU.

Timeframe:

Ongoing throughout 2009-2010.

C. Ministry Structures to Support Planning- (S.10)

I. Internal Planning groups

Commitment:

The Ministry’s Advisory Leads Group, consisting of representatives from all Ministry programs, will coordinate and monitor the development and implementation of the Ministry’s accessibility plan and obligations.

Planned Action(s):

  1. The MCU will continue to lead the Ministry’s Advisory Leads Group to provide managers and employees with the required training and information necessary to meet accessibility obligations.
  2. Branches within the Internal Administrative Services Division (FAB, Business Support Unit and the MCU) will continue to work with program areas to identify and address accessibility issues.
  3. Continued monthly reporting to MOL’s Senior Management Committee (SMC) on progress made toward meeting the Ministry’s plan.
  4. The Ministry’s Advisory Leads Group and MCU will continue to work towards the development and implementation of strategies to enhance the Ministry’s effort to improve accessibility for employees and customers with disabilities.
  5. A joint review of the head office emergency evacuation protocols will be undertaken to ensure that staff and customers on our premises with disabilities are adequately protected in case of emergency evacuation situations.

Timeframe:

Ongoing throughout 2009-2010.

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