MCBS 2003-2004 Accessibility Plan
Introduction
In 2001, there were an estimated 1.5 million people in Ontario with self-disclosed disabilities. This number is expected to increase as the population ages.
In December 2001, the Ontarians with Disabilities Act, 2001 (ODA) was passed into law. Its purpose is to improve opportunities for people with disabilities and to provide for their involvement in the identification, removal and prevention of barriers to their full participation in the life of the province.
One of the requirements under the ODA is that Ontario government ministries, municipalities, hospitals, school boards, colleges, universities, and public transportation organizations develop annual accessibility plans to make programs, services and buildings more accessible to people with disabilities. The plans must be made available to the public.
In the Speech from the Throne, delivered on November 20, 2003, the Ontario Government confirmed its commitment to working with Ontarians with disabilities on meaningful legislation that will allow them to fully participate in building a stronger province.
This document is the first annual accessibility plan for the Ministry of Consumer and Business Services. The plan describes improvements to accessibility that the ministry has made to date and its commitments for the balance of the 2003-2004 fiscal year.
Report on Achievements
Who We Are and What We Do
The Ministry of Consumer and Business Services (MCBS) promotes a fair, safe, dynamic and informed marketplace that supports a competitive economy in Ontario, providing to individuals and businesses greater choice in how, when and where they access government.
MCBS recognizes the importance of customer service and is constantly working to improve Ontarians' access to their government. We serve our customers - the general public, businesses, as well as all levels of government in and outside of Ontario - through a variety of channels. Customers can seek us out in person at any one of our many locations throughout the province; for example, 64 Government Information Centres offer a wide range of information and services. Our customers can also access information by telephone or our fax-back service. Our websites make a great deal of information available electronically and provide our customers with the convenience of completing many transactions online.
The ministry offers a wide range of services. With 67 statutes to administer, as well as a Criminal Code provision, we:
- Set standards of conduct for businesses;
- Investigate business practices complaints;
- Promote consumer rights;
- Register vital events.
With such a broad mandate, we touch the lives of almost every resident of Ontario, as well as a number of people who reside elsewhere.
MCBS regulates businesses in Ontario. We verify the business names, register the businesses and develop and enforce standards of conduct. We also monitor business practices for specific industries integral to the Ontario economy, such as alcohol and gaming, wineries and winemaking, horseracing, and restaurant and hospitality in respect of liquor licensing. We also have overall accountability for legislation regulating elevators, boilers, and upholstered and stuffed articles, although a separate body administers this legislation.
The ministry has done a lot of work on amending legislation to update and increase consumer protection in the last few years. In addition, MCBS is continuing its campaign to keep Ontario's consumers informed. Educated consumers make informed purchasing decisions, and informed consumers aren't as likely to be victims of scams. The ministry also has a team of investigators and compliance officers who keep tabs on industries and businesses suspected of unfair practices. These investigators team up with police agencies, and together they have broken a number of scams.
MCBS registers and maintains information on all births, adoptions, deaths, stillbirths, marriages and legal name changes in the province, and provides proof of registration in the form of certificates and certified copies. The ministry also has a registry of land titles (real estate), business registrations and personal property security.
Agencies that report to the ministry and help us to administer the laws for which we are responsible include: the Alcohol and Gaming Commission of Ontario; the Ontario Board of Funeral Services; the Ontario Film Review Board; the Ontario Racing Commission; and the Licence Appeal Tribunal, which hears appeals in a variety of areas. The ministry also has a governance role through the Delegated Administrative Authorities structure. Organizations such as the Electrical Safety Authority, the Ontario Motor Vehicle Industry Council, the Real Estate Council of Ontario, the Technical Standards and Safety Authority, and the Travel Industry Council, are entities that have been made responsible for the administration of specific legislation governing their sectors. The ministry retains overall accountability for these areas.
The Ministry of Consumer and Business Services and the Ontarians with Disabilities Act, 2001
The Ministry of Consumer and Business Services is a leader in making government services available to the public in a user-friendly and accessible manner, and was so even prior to the implementation of the Ontarians with Disabilities Act, 2001 (ODA). As a ministry with a great deal of public interaction, we pride ourselves on providing high quality customer service. We have made significant strides over the years in making our premises, information and services accessible to a greater proportion of the population of Ontario, and we will continue to improve accessibility to all Ontarians.
Our Ministry's Achievements
The Ministry of Consumer and Business Services is committed to improving accessibility and preventing and removing barriers to people with disabilities.
Focus on High Quality for High Demand Services
Because of the wide range of services that it provides to the public, the Ministry of Consumer and Business Services touches the lives of every Ontario resident, as well as many others who were born or married here. These services are offered over the Internet, in ministry offices and by telephone. High quality service delivery for the high volume of service is of the utmost importance. As such, we have placed a great deal of effort into making our various channels available and accessible to all Ontarians, no matter what their abilities.
The Government of Ontario has placed a strong emphasis on making information and access to government services available to Ontarians when they want it by focusing on e-government initiatives. MCBS is at the forefront of this revolution, offering many government services to the public through its websites.
To ensure that all individuals and businesses can access these services, the ministry has modified and redesigned its websites to improve accessibility for people with disabilities who use alternative software and other adaptive technologies to access the Internet. The websites that are fully accessible are:
- All pages of the main MCBS website (www.cbs.gov.on.ca);
- MCBS' online forms, including: the most commonly requested forms administered by the Office of the Registrar General, such as the Request for Birth Certificate form; business registration forms; and the online complaint form;
- All of the main pages of the website for Ontario Business Connects, the provincial government initiative to simplify and streamline registration, renewal and reporting processes for Ontario businesses;
- E-Laws, which provides online access to the current laws of Ontario (with the exception of certain schedules and tables due to legislative restrictions); and
- All pages of the Publications Ontario website, which allows the public to access and order government publications online (with the exception of the Ontario Gazette due to legislative restrictions).
Testing to ensure that our websites can be accessed by those who use screen reading software or other technical aids is one of the quality assurance measures built into all ministry Internet projects. The people developing and updating the websites participate in government-wide web committees, and attend conferences and training sessions to keep up-to-date on the latest technological changes and improvements. These measures help maintain the ministry's ongoing commitment to accessibility for the websites and ensure that, as technology improves, the necessary changes are made to ensure the websites are updated to meet the needs of people with disabilities.
In-person transactions may take place at one of 54 Land Registry Offices (LROs), 17 locations for Office of the Registrar General services, or 64 Government Information Centres (GICs) where a wide range of government services is available. The ministry has call centres to address questions posed by the public and from which Ontarians may order any of a large number of publications.
Each time a field office is relocated or reconfigured, facilities management staff review building accessibility, as well as office design to ensure that desks, counters and equipment are placed for maximum effectiveness and accessibility for both clients and staff. Supplementary features to improve service and accessibility have been added in a number of client service offices across Ontario, including distress lights in the wheelchair accessible washrooms, grab bars in washrooms, open counters and walkways, lower counters to accommodate wheelchairs and motorized scooters, task lighting, and accessible display units.
MCBS has responded to accessibility issues in a number of ways other than through office space design. For example, the Companies and Personal Property Security Branch has several staff members trained in sign language and other ministry areas offer sign language translation services upon request. Equipment for clients in certain branches has been upgraded to include various accessibility features. In general, ministry staff also provide personal assistance to help people to access information, understand documentation, and conduct a wide range of activities, such as completing forms.
The Citizens' Inquiry Bureau, a unit of the ministry, is the primary point of telephone contact between the general public and the Government of Ontario. This service allows the public to call one number and be directed to the appropriate area in any ministry. Services are available to TTY (specialized equipment for those with a hearing loss) users through both a 416 area code number and a province-wide toll-free number, which have been in place for over twenty years. The ministry also provides direct TTY numbers for specific services, including the Personal Property Security Registration System and the Companies Client Information Services of the Companies and Personal Property Security Branch.
Providing Better Access to Government Publications
Though the Internet is fast becoming one of the most used methods of obtaining government information, much of this information is still published in print form, which is not accessible to many people with a broad range of print disabilities. Therefore, some Ontarians need access to documents in alternate formats.
Publications Ontario, a unit of the Ministry of Consumer and Business Services, is the primary point of access for all provincial government publications. It has taken a lead role in producing alternate format publications by contributing to the Guide to Multiple Formats for Government Publications and by acting as the government-wide facilitator for accessible format publication requests from both within government and from the public. Publications Ontario has produced documents in multiple formats including Braille and large print. Clients request publications in alternate formats through Publications Ontario directly. There is no additional cost to the client for this service. Publications Ontario has responded to dozens of orders and inquiries from the public, vendors and other provincial government organizations on behalf of several different ministries since the beginning of the program.
Investment in the Right Resources
The ministry has invested in changes to its organizational design to ensure that the right infrastructure is in place to improve accessibility for all Ontarians and to support the principles of the ODA. One major step was to hire a permanent ODA Coordinator to lead the ministry's efforts. The ODA Coordinator is responsible for leading the accessibility planning project, advising senior management on related issues, and acting as the point person for questions regarding the application of the ODA. The ODA Coordinator also monitors the activities of the ministry to identify and assist in the solution of emerging issues, and acts as the contact person for the Accessibility Directorate and the public.
To support its efforts in this area, MCBS established the Accessibility Planning Working Group (Working Group) as a permanent committee. It is chaired by the ministry's ODA Coordinator, is comprised of program managers and other representatives from across MCBS, and reports to the ministry's Chief Administrative Officer. Its main functions are to participate in the accessibility planning project and to keep abreast of the accessibility needs of the public and our employees in respect of our services, to monitor our progress with regard to our plan and any established standards of performance, as well as to report back to our senior management and staff.
The Working Group has reviewed the ministry's business practices, gathered input from management and employees - including our front-line customer service staff who work with the public on a daily basis - and proposed content for the planning report on behalf of their divisions. A memo to introduce the Working Group and its activities, as well as ask for input directly from employees on the identification, removal and prevention of barriers, was shared with all employees. On an ongoing basis, the Working Group will provide a mechanism for continuous feedback from employees as issues arise.
The ODA Coordinator and the Working Group together play a strong role in anticipating the needs of people with disabilities, making sure that these needs are considered when new initiatives are being planned, and in monitoring the ministry's progress towards its goals. MCBS is committed to ensuring that barriers are identified and removed over time.
Accommodating Our Workforce
As an employer, the ministry appreciates its diverse workforce and recognizes the accommodation needs of its employees with disabilities. As such, MCBS conducts assessments and purchases adaptive technologies, equipment, alternative applications and other tools to ensure an accessible work environment for everyone. The ministry provides items and services for staff in many different program areas and regions to remove barriers and allow them to participate fully in a variety of activities, such as: interpretive services to allow employees who are deaf to participate in branch activities, barrier analyses and workstation adjustments, ergonomic assessments, ergonomic chairs, custom workstations, teletypewriters, and voice activation software. In addition, MCBS has designated its ODA Coordinator as the contact person to assist its branches and program areas in the process to acquire these items.
More broadly, the ministry has put employment practices in place to ensure that managers, employees and potential employees are aware of how to ensure accommodation for a broad range of disabilities.
MCBS requires all managers and supervisors to complete the government-wide computer-based training course regarding employment accommodation. Over the years, a number of ministry staff have also attended in-person one day sessions regarding disability issues.
Commitments and Strategies for 2003-2004
The Ministry of Consumer and Business Services is dedicated to providing high-quality service to all Ontarians.
The ministry is committing to a number of strategies and actions to improve access to our services by those with disabilities for the coming year. We will put methods in place to prevent future barriers and identify and address barriers that may already exist. We anticipate: reviewing the process of approving and implementing broader strategic and business planning; policy and program planning; as well as how we do legislative reviews, apply policies and programs, and administer practices and services. We will review a wide range of areas, such as communications, facilities, and human resources, as well as specific activities carried out by various teams.
Some of the highlights for this year include:
- Develop a program focused on making our employees more aware of disability and accessibility issues in order to provide high quality service to our clients. This will include having staff participate in accessibility awareness training offered government-wide, providing awareness bulletins, and potentially offering lunch and learn sessions.
- Distribute and implement new government wide procurement directives and review this information with staff in order to ensure that accessibility is considered in our choice of vendors.
- Improve descriptions of the accessibility features for Government Information Centres and Ontario Business Connects self-help workstation locations available to the public throughout the province.
- Establish regular meetings of the Accessibility Planning Working Group to review progress and discuss new initiatives in the various services for which accessibility issues may need to be addressed.
Further details on the various initiatives and activities are provided below.
Methods to be taken to prevent new barriers
During the 2003-2004 fiscal year, the Ministry of Consumer and Business Services will ensure that proposals for new acts, regulations, policies, programs and services are assessed with respect to their effect on people with disabilities in order to prevent new barriers.
The ministry will work within government to advocate the establishment of various mechanisms and participate in their implementation:
- Implement corporate approach to 2004-2005 business plan as it is developed, including tools and guidelines about consideration of and planning for the potential impact of initiatives on the public and employees with respect to disability issues and ways of identifying, preventing and removing barriers to people with disabilities.
- Revise accessibility evaluation protocols or processes in the ministry's business and fiscal planning and policy co-ordination units in accordance with any corporate approaches that are developed.
- Review processes and guidelines for Cabinet and Management Board submissions in order to meet new corporate standards as they are made available and provide guidance to managers and staff on their application.
- Implement new corporate procurement guidelines once available and provide guidance to managers and staff on their application.
- Implement government-wide effectiveness and performance measures to help evaluate achievements in respect of accessibility as they are developed.
As an organization, MCBS will:
- Incorporate consideration of accessibility issues when doing business planning for programs and services, including:
- Operational planning for program and service areas
- Service level agreements with partners and vendors.
- Incorporate consideration of accessibility issues in the legislative review process for all proposals regarding new and amending acts and regulations.
- Develop and implement a communications plan to raise awareness among staff and solicit feedback, including memos and focus groups.
- Coordinate a broad internal training program, including providing information about government-wide training sessions, bulletins, lunch and learns, and focused training efforts.
In addition, specific groups will commit to the following:
- The Accessibility Planning Working Group will meet regularly throughout the year to provide progress updates on items in the plan, discuss new ministry proposals in each division, and provide input, guidance or assistance to policy and program areas as necessary.
- The Ontario Business Connects team will review the Memorandum of Understanding for partners hosting an Ontario Business Connects self-help workstation to ensure accessibility issues are considered.
- The Electronic Service Delivery for Individuals Implementation Branch (ESDI) will identify and address accessibility issues as a business requirement in system design documents and contracts with potential service providers.
- The ESDI Branch and Ontario Business Connects will review all new services on websites to ensure that these services do not have barriers preventing people from using them.
Business areas to be reviewed
By reviewing the ministry's acts, regulations, policies, programs, practices and services, we will enhance our ability to identify and prevent potential barriers.
This year the Ministry of Consumer and Business Services will also review some of its key responsibilities and functions related to the quality of service for clients and the working environment of employees to determine their effect on people with disabilities.
Acts and Regulations
In 2002, the Ontario government introduced and implemented some of the most important consumer protection reforms and enhanced customer service initiatives in Ontario history. This included introduction and passage of the Consumer Protection Statute Law Amendment Act, 2002 and the Funeral, Burial and Cremation Services Act, 2002. The passage of these acts will bring significant amendments to a number of pieces of legislation administered by the Ministry of Consumer and Business Services in order to update consumer law and offer unprecedented protections to consumers, once proclaimed in force.
Further to this important initiative, the ministry is currently drafting new regulations under the following acts:
- Consumer Protection Act, 2002 (not yet in force)
- Travel Industry Act, 2002 (not yet in force)
- Motor Vehicle Dealers Act, 2002 (not yet in force)
- Real Estate and Business Brokers Act, 2002 (not yet in force)
- Funeral, Burial, and Cremation Services Act, 2002 (not yet in force).
As part of this process, the ministry will review and address language and application issues to prevent barriers to accessibility.
The ministry will work with the Accessibility Directorate to identify issues to consider and approaches to take in reviewing these regulations for the purposes of improving accessibility for the public and for staff who are administering them. The ministry will also implement any tools that are developed for this purpose across the government.
In addition, the ministry will work with the Accessibility Directorate to discuss ways of approaching the prioritization of acts and regulations to be reviewed for accessibility issues in respect of language, requirements under the acts, and the way in which the legislation is administered.
Policies and Programs
Policies and Programs Review
The ministry will work with the Accessibility Directorate to discuss issues to consider and approaches to take in reviewing new and existing policies and programs for the purposes of improving accessibility for the public and our employees. The ministry will also implement any tools that are developed for use across the government in this respect.
Review of Existing Programs and Policies
This year, the ministry will use these approaches to review the following programs and policies:
- Human Resources Review: Human Resources (HR) staff will begin to review processes for employment competitions to identify areas for improvement in quality of service and accommodation for employees and potential employees with disabilities. HR staff will also work with Health and Safety officers to identify areas of potential improvement in terms of accessibility.
- French Language Services Accessibility Review: The ministry will begin to review implications of French language services requirements for responding to accessibility needs.
- Employment Accommodation Fund (EAF) Awareness: The ODA Coordinator will work with HR staff to ensure that managers are aware of the EAF and its application process in order to assist employees with disabilities.
Practices and Services
Staff Development Strategies
The ministry will participate in a review of staff development strategies as part of the Investing in People program and our goal of becoming a learning organization with a focus on identifying potential barriers to staff with disabilities in their participation in training opportunities.
Review of Existing Facilities
As part of our existing facilities business planning cycle, the ministry will review comments and feedback on existing facilities received from staff or the public through local offices, the ODA Coordinator, and other feedback mechanisms. We will use this to determine if adjustments to internal design and placement of equipment are required to improve accessibility and remove barriers for people with disabilities.
Ministry Implementation of New Barrier-Free Design Guidelines
The Facilities Management Group will review new barrier-free design standards once the Ontario Realty Corporation (ORC) makes them available, as well as develop a plan to ensure the standards are put in place within the ministry. It will also review specific accessibility issues beyond the guidelines.
Communication Practices
The ministry will develop protocols, guidelines and practices for meetings with internal and external stakeholders as appropriate.
Actions to be taken
This section of the Accessibility Plan describes the specific measures the Ministry of Consumer and Business Services will take over the next twelve months to identify, prevent and remove barriers.
Barrier Identification and Prevention
This year:
- The ministry will begin work on a broad internal training effort to ensure that ministry staff has a clear understanding of disability issues and their impact on our efforts to provide high quality service to our clients. This may include awareness bulletins, lunch and learns, and providing information and access to focused training efforts offered government-wide.
- The Accessibility Planning Working Group will meet regularly to discuss new initiatives and evaluate possible disability-related issues. They will look at processes for reviewing complaints and feedback from employees and the public. The group will also provide progress updates to the CAO and the senior management team on actions to be taken as per the planning report.
- The ministry will consult with the Accessibility Directorate in preparation for the 2004-2005 accessibility plan.
- The Companies and Personal Property Security Registration Branch will review the results of a needs analysis of ergonomic assessments for all employees to determine if additional changes are required.
- The ODA Coordinator will follow up with remaining managers and supervisors regarding computer-based training on disability and accommodation issues in relation to employees.
- The ODA Coordinator will work with HR and program managers to ensure that new employees with managerial and supervisory responsibilities complete the computer-based training on accommodating the accessibility needs of employees and job applicants with disabilities.
- The ODA Coordinator and Accessibility Planning Working Group will approach working groups at other ministries to share best practices regarding identifying, removing, and preventing barriers to people with disabilities.
- The ministry will distribute and implement new procurement directives, tools, training and advice issued government-wide, once available, in respect of the Procurement Life Cycle.
Improved Accessibility in Communications
This year:
- A new website to deliver information about government services will be developed using plain language and consistent navigation technology. This will aid in making complex inter-ministerial and inter-jurisdictional transactions accessible to those with intellectual or learning disabilities.
- The new website will provide information on the accessibility features available to the public at Government Information Centres.
- The Ontario Business Connects website will be updated to indicate where self-help workstations in accessible office sites are located throughout the province.
- The redesigned ministry Intranet site will provide access to the accessibility plan and related materials for employees, as well as a link to provide comments and feedback regarding barriers for those with disabilities and ideas on how to remove and prevent them.
- The ministry will integrate information on its progress with regard to the plan into existing internal communications mechanisms.
- The ministry will provide information to managers on focused training with regard to customer service and disability awareness training for front-line staff as it becomes available.
- Ministry staff will participate in training sessions made available government-wide as appropriate.
Improved Accessibility of Facilities
This year:
- Accessibility issues will continue to be reviewed, evaluated and addressed during facilities management projects. Five projects are anticipated for this year and will involve relocation of premises, reconfiguration of premises and services, and integration of services.
- GIC comment cards will be modified to include a section asking about the physical accessibility features of offices. GIC staff will review comments and bring forward complaints and issues for discussion with facilities management group.
- The Facilities Management Group will review comments and feedback from staff and clients regarding accessibility issues to determine recommendations for removing barriers.
Improved Accessibility in Technology
This year:
- The Ontario Business Connects website will host the Integrated Business Services Application. This new accessible service will replace the existing Ontario Business Registration form and allow users to register or renew a business name, receive a Master Business Licence and complete a number of business applications for Retail Sales Tax, Employer Health Tax and the Workplace Safety and Insurance Board. In addition, users will be able to access the Enhanced Business Name Search service, providing a variety of online business name search reports. Accessibility will be based on Web Accessibility Initiative (WAI) Priority 1 and 2 guidelines.
- The Change of Business Information Application on the OBC website will be enhanced. The accessible service will allow users to amend or cancel an existing business name registration and update business information with several provincial government programs and up to four federal government programs.
- The ministry will launch a new website to replace the Online Services Gateway to provide simplified access to a variety of government information and services. It will be accessible as per the Web Accessibility Initiative (WAI) Priority 1 and 2 guidelines. It will host the popular Life Event Bundles, which offer convenient access to information, forms and services organized around common events in life. It will also host the Integrated Address Change service, which allows users to report a change of address to the Ministries of Health and
- Long-Term Care, Transportation and Natural Resources.
- Development work to make the e-commerce portion of the Publications Ontario Online website accessible will continue.
- The redesigned ministry Intranet site will be made accessible for employees with disabilities.
For more information
Questions or comments about the ministry's accessibility plan are always welcome. Please phone:
General inquiry number: (416) 326-8555
TTY number: (416) 325-3408
1-800 number: 1-800-268-1142
Toll-free TTY number: 1-800-268-7095
E-mail: InfoMGS@mgs.gov.on.ca
Ministry website address: www.cbs.gov.on.ca
Visit the Ministry of Citizenship's Accessibility Ontario web portal. The site promotes accessibility and provides information and resources on how to make Ontario a barrier-free province.
Alternate formats of this document are available free upon request from:
Publications Ontario
880 Bay Street, Toronto, ON M7A 1N8. Tel: (416) 326-5300
Out of town customers except Ottawa call: 1-800-668-9938
In Ottawa, call (613) 238-3630 or toll-free 1-800-268-8758
TTY Service 1-800-268-7095
ISSN 1708-4555
