2024 Progress report on Housing, Infrastructure and Communities Canada's Accessibility Plan

2024 Progress report on Housing, Infrastructure and Communities Canada's Accessibility Plan

This publication is available online on Housing, Infrastructure and Communities Canada's web site and upon request in alternate formats.  

Except as otherwise specifically noted, the information in this publication may be reproduced, in part or in whole and by any means, without charge or further permission from Housing, Infrastructure and Communities Canada (HICC), provided that due diligence is exercised in ensuring the accuracy of the information produced; that HICC is identified as the source institution; and that the reproduction is not represented as an official version of the information reproduced, nor as having been made in affiliation with, or with the endorsement of, HICC.

For permission to reproduce the information in this publication for commercial redistribution, please email info@infc.gc.ca.

© His Majesty the King in Right of Canada, as represented by the Minister of Housing, Infrastructure and Communities, 2024.

Catalogue No. T91-15E-PDF
ISSN 2818-9108

Aussi disponible en français sous le titre : Rapport d'étape de 2024 sur le Plan d'accessibilité de Logement, Infrastructures et Collectivités Canada.

Table of contents

• General
  • How to order alternate formats
  • How to submit your feedback
  • Please note
  • Message from the Deputy Minister
  • Message from the Diversity and Inclusion Champion
  • Executive summary
• Employment
  • Priority Action 1: Build a centre of expertise for accessibility as a partner for priority areas and to coordinate/fund accommodation
  • Priority Action 2: Pursue the recruitment of persons with disabilities to meet Workforce Availability targets by 2025
  • Barrier 1.3: Emotional labour of self-advocacy and providing proof of disability
  • Barrier 1.4: Limited interpretation of disability and how it manifests in the broader environment
  • Barrier 1.5: Lack of community and sense of belonging for persons with disabilities
  • Barrier 1.6: Limited opportunity and support for career progression
  • Barrier 1.7: Increased risk of facing harassment and experiencing stress/anxiety on the job
• Built environment
  • Barrier 2.1: "One-size-fits-all" approach for designing post-pandemic offices and hybrid work plans
  • Barrier 2.2: Limited awareness of accessibility features in the physical workplace
  • Barrier 2.3: Adapting evacuation plans instead of including persons with disabilities at the design stage
  • Barrier 2.4: Availability of contacts for immediate assistance and for reporting accessibility issues
  • Barrier 2.5: Navigating ergonomic assessments, particularly while working at home
• Information and communication technologies (ICT)
  • Barrier 3.1: Growing need for the right technology to support persons with disabilities in their work
  • Barrier 3.2: Challenges with person-first collaboration in a hybrid environment
  • Barrier 3.3: Fragmented knowledge and limited functional training of best practices for ICT accessibility
  • Barrier 3.4: Limited ways for users to provide regular feedback on ICT-specific accessibility issues
• Communication, other than information and communication technologies (ICT)
  • Barrier 4.1: Information is not always accessible to all employees
  • Barrier 4.2: Departmental events and activities are not always inclusive and accessible to all employees
• Procurement of goods, services and facilities
  • Barrier 5.1: Consulting after procurement instead of involving persons with disabilities early in the process
  • Barrier 5.2: Complex process for procuring the services of external service providers
  • Barrier 5.3: Challenges of targeting procurement activities towards underrepresented groups
• Design and delivery of programs and services
  • Barrier 6.1: Policy design regularly prioritizes other concerns over accessibility
  • Barrier 6.2: Unclear requirements for accessibility in programs
  • Barrier 6.3: Gap in the availability of information, data and ongoing feedback mechanisms on accessibility
  • Barrier 6.4: Fragmented knowledge and limited functional training on accessibility for policy and programs
• Transportation
• Consultations
  • Consultations with the departmental Persons with Disabilities Network
  • Meetings with Ombuds and Diversity &Inclusion Champion
  • Meetings with other government departments
  • Participation in working groups and communities of practice
  • Talent Management and Sponsorship Programs working group
  • Call out to colleagues with disabilities to share their story
  • Discussion groups on the use of Microsoft Teams avatars
  • Employee Accessibility Questionnaire
  • Consultation on accessible dashboards and data visualizations using Power BI
• Feedback
• Conclusion
• Annex: Status of priority actions and measures outlined in INFC's Accessibility Plan 2023-25

General

How to order alternate formats

To request a copy of this progress report or the description of Housing, Infrastructure and Communities Canada's feedback process in an alternate format (for example, large print, braille or audio), please send your request to:

Housing, Infrastructure and Communities Canada
Communications Branch
180 Kent Street, Suite 1100
Ottawa, ON K1P 0B6

National info line: 613-948-1148
Toll-free: 1-877-250-7154
TTY: 1-800-465-7735
Email: info@infc.gc.ca

How to submit your feedback

Housing, Infrastructure and Communities Canada's Accessibility Hub is responsible for overseeing feedback on the progress report on behalf of the Department. Feedback on this progress report can be sent to:

Housing, Infrastructure and Communities Canada
Director, Accessibility Hub
180 Kent Street, Suite 1100
Ottawa, ON K1P 0B6

National info line: 613-948-1148
Toll-free: 1-877-250-7154
TTY: 1-800-465-7735
Email: accessibility-accessibilite@infc.gc.ca

You can submit anonymous feedback by completing the Accessibility Feedback Form. Make sure you do not state your name or provide any other identifying information (for example, your email address or phone number). You can also contact us by mail at the above-mentioned address. Make sure your return address does not appear on the envelope.

If you have asked for a response, we will respond in the same way that you communicated with us, unless your feedback was anonymous. We will respond within two weeks of successful delivery. Finding answers to more complex issues might take more time. If that's the case for your feedback, we will let you know what we're doing.

Please note

Infrastructure Canada underwent a name change to become Housing, Infrastructure and Communities Canada (HICC) on June 20, 2024. However, because this report covers the period during which the Department was known as Infrastructure Canada, there are references to the previous name within the report. Subsequent reports will refer only to Housing, Infrastructure and Communities Canada.

Message from the Deputy Minister

It is a pleasure to present the 2024 Progress Report on the departmental accessibility plan. This report demonstrates our department's significant efforts and continuous commitment to identifying, removing and preventing barriers to accessibility.

Since the publication of the Accessibility Plan in December 2022, the Department has made remarkable strides in creating an inclusive and accessible workplace while addressing barriers to better serve Canadians and communities across the country.

The Accessibility Hub, in collaboration with key partners across the Department, continues to work towards a common goal of increasing accessibility for all. Earlier this year, the Hub developed an internal self-assessment tool to better define a common vision, clarify roles and responsibilities, and prioritize the work ahead.

In the spring, Marco Presutti, Assistant Deputy Minister of Investment, Partnerships and Innovation, was appointed as Housing, Infrastructure and Communities Canada's new Diversity and Inclusion Champion. Assisted by his three co-champions, his mandate includes fostering a culture of accessibility.

Significant headway was also made in regard to accessible communications and information technology. The Department launched new accessible corporate templates for PowerPoint presentations, reports and dashboards. It also equipped staff with job aids, such as how to create accessible content and organize accessible events and activities.

However, there are still challenges to overcome. Senior leadership remains committed to identifying accessibility barriers and addressing them in their respective areas of responsibility. We have to develop robust data collection mechanisms for accessibility, as well as guidance on how to make our programs, policies and processes more inclusive and accessible.

Accessibility is not only a legal obligation, it's also a genuine commitment to action. We remain committed to integrating accessibility in all aspects of our work and our workplace.

Kelly Gillis
Deputy Minister
Housing, Infrastructure and Communities Canada

Message from the Diversity and Inclusion Champion

I believe in the strength of a collaborative and inclusive workplace. As Housing, Infrastructure and Communities Canada's appointed Diversity and Inclusion Champion, my goal is to actively engage with colleagues, contribute to meaningful conversations, and champion initiatives that foster a culture where everyone feels they belong and a workplace where every voice is heard and valued.

Ensuring that our department becomes a place where every individual can thrive, and where the unique qualities of each person are embraced and valued is more than just a mission, it's a shared responsibility. We must all play our part in line with the spirit of the Accessible Canada Act. Accessibility is not just a legal obligation; it is the right thing to do and it benefits everyone. It also reflects our commitment to treat every individual with respect and dignity while embracing unique differences and strengths.

The 2024 Progress Report is proof of our collective intentions and efforts to identifying, removing and preventing barriers to accessibility. Our accomplishments so far highlight our department's ongoing commitment to continuous improvement and encourage us to keep pushing forward until accessibility is at the forefront of all initiatives.

During the National AccessAbility Week last May, we had the honour of engaging with Stephanie Cadieux, Canada's first Chief Accessibility Officer. Her insights into the daily realities and challenges Canadians with disabilities face every day were nothing short of illuminating.

Open dialogue and concrete actions are essential to achieving an "accessible by default" state. By actively engaging with persons with disabilities, accessibility experts, and leaders, we will better understand and address challenges in a positive and sustainable manner.

We have a unique opportunity to drive change and inspire timely and meaningful actions that will make a tangible difference in the lives of persons with disabilities, both here at HICC, and across the country. Let's continue to work together to achieve this important mission.

Marco Presutti
Diversity and Inclusion Champion
Assistant Deputy Minister of Investment, Partnerships and Innovation

Executive summary

Housing, Infrastructure and Communities Canada is pleased to report on the progress made in 2024 to address barriers to accessibility that were identified in INFC's Accessibility Plan 2023–2025 (the Plan).

This progress report is a follow up to the 2023 Progress Report on INFC's Accessibility Plan. It showcases some of the measures that have been taken or are underway to remove barriers in the areas of:

1. Employment
2. Built environment
3. Information and communication technologies (ICT)
4. Communication, other than ICT
5. Procurement of goods, services and facilities
6. Design and delivery of programs and services
7. Transportation

The status of each measure is specified.

• The "in progress" status is used for measures that will be completed by the end of 2025.
• The "ongoing" status means the measure is longer-term and will continue to evolve over time, possibly beyond 2025.

Please note: Measures that were completed in 2023 have not been included in this report.

Overall, more than 75% of measures identified in the Plan have been addressed. Here is the status of the 62 measures to improve accessibility within the department:

Figure 1: The status of 62 measures to improve accessibility within the Department

In 2024, the Accessibility Hub (the Hub) developed a maturity model for accessibility, which helps the Department define its strengths, identify gaps, and establish priorities with regards to accessibility. It also facilitates the implementation of the Plan by clarifying roles and responsibilities across the organization and establishing a path forward with partners. The maturity model and the Plan are complementary. The maturity model is broader and longer-term; it describes the background work needed to implement the Plan (e.g., culture change aspect). It also helps the Department to prioritize actions from the Plan and supports the Government's goals to achieving a barrier-free Canada by 2040.

Based on the guidance provided in the original Human Rights Maturity Model implementation guide published by the Canadian Human Rights Commission, the Department's maturity model for accessibility is structured around six streams that reflect all elements required to become a barrier-free environment:

• Alignment of programs, policies and processes
• Consultations and feedback
• Client services
• Promotion and awareness
• Leadership and accountability
• Reporting and performance measurement

All streams are equally important, and they all intersect. Each level enables the Department to establish the foundation needed to progress to the next level.

Figure 2: Timeline describing the five accessibility maturity levels to be achieved by 2040

Departmental priorities for the coming years include:

• Raising awareness at all levels to ensure a greater understanding of the importance of accessibility and responsibilities under the Accessible Canada Act and making concrete commitments to removing barriers to accessibility.
• Developing guidance documents on how to apply an accessibility lens to policy and program design and implementation for managers and employees.
• Collecting and updating detailed quantitative and qualitative data on accessibility.

The Department's work is guided by the Accessible Canada Act and its regulations. It is also aligned with the Accessibility Strategy for the Public Service of Canada — with a goal of hiring no less than 5,000 persons with disabilities by 2025 — and supports the Clerk of the Privy Council's 2023 Call to Action Forward Direction on anti-racism, equity and inclusion in the federal public service.

The following sections describe the Department's progress by areas in section 5 of the Accessible Canada Act.

Employment

Priority Action 1: Build a centre of expertise for accessibility as a partner for priority areas and to coordinate/fund accommodation

Status: Completed

INFC's Accessibility Plan 2023–2025 (the Plan) identified the creation of a new centre of expertise for accessibility as the highest priority to help address all barriers, including Barrier 1.1 "Lack of a centralized fund and coordination for workplace accommodation".

The goal was to create a supporting function to address the majority of the barriers identified in the Plan. The following are indicators of success:

• Team is in place and operational to help improve workplace accommodation so that employees have the tools they need to succeed.
• Team is available to support the seven priority areas leads as a partner to help bridge knowledge and awareness gaps in the space of accessibility.

The Department is proud to report that these indicators have been met.

Since its creation in spring 2023, the Hub has been advocating for accessibility and providing employees with disabilities and managers with support, guidance and resources. The Hub has also gradually become the first point of contact to initiate accommodation requests. Discussions are underway to develop an integrated approach to accommodation with regards to employees with disabilities that clearly identifies the roles and responsibilities of all parties and that is consistently applied across the Department.

In addition, the Hub remains committed to establish a centralized fund to cover the cost of equipment or tools stemming from accommodation requests The centralization of funds will streamline the coordination process and enhance the user experience. This will also reduce inequalities across the Department as each employee will have equal access to the service.

The Department also focussed on the development of a maturity model which will help to streamline the approach and prioritize actions to be undertaken going forward.

Priority Action 2: Pursue the recruitment of persons with disabilities to meet Workforce Availability targets by 2025

Progress has been made in 2024 to increase the representation of employees with disabilities. As of September 30, 2024, employees with disabilities represent 8.4%^{Footnote 1} of the Department's workforce^{Footnote 2} (compared to 7.1% as of September 2023 and 6.5% as of December 31, 2022). There is still work to be done to meet the workforce availability target of 8.6% for the Department.

The following actions were identified to address Barrier 1.2 "Representation gap of persons with disabilities".

Recruitment measures taken to prioritize hiring persons with disabilities

Status: Ongoing

The need and benefits of hiring persons with disabilities are recurring topics of discussion. In November 2023, employees participated in a training offered by the Human Resources Council, during which participants were presented with concrete tools and strategies to help attract and hire a diverse workforce, including persons with disabilities. Participants were also invited to share best practices.

In fall 2023, three collective staffing processes were launched. Pools of candidates are now available for two of the three processes, including candidates who self-declared as persons with disabilities. These processes are prioritizing the assessment of candidates who self-identify as belonging to an underrepresented employment equity group, including persons with disabilities. Accessible virtual events were organized to enable candidates across Canada to meet with managers to learn more about the positions before applying. The Department promoted the processes to private sector organizations that work with people from underrepresented employment equity groups, including persons with disabilities.

The Department continues to promote bilingual non-imperative appointments as an option for staffing processes where employment equity is invoked as an organizational need. An assessment tool was created to guide managers in their decision. Employment equity is identified as a factor supporting this type of appointment.

In the Plan, the Hub committed to working with Human Resources to develop better tracking and data gathering mechanisms. Available self-ID data was integrated into Human Resources' new central data model to allow for more consistent, accurate and timely reporting on data. Work is being done to introduce new system codes to allow for more robust tracking of hiring and internal mobility data.

Target hiring of students with disabilities

Status: Ongoing

In spring 2024, the Department promoted the Public Service Commission's Employment Opportunity for Students with Disabilities program to its employees in order to attract mentors to support students with disabilities in navigating challenges and advancing their careers. Managers were also encouraged to take part in the program's information session to learn more about the duty to accommodate, adaptive computer technology, and the Government of Canada Workplace Accessible Passport to support an inclusive work environment.

The Department continues to promote work opportunities for students with disabilities. For example, hiring managers can consult the list of students participating in the Federal Student Work Experience Program (FSWEP) who have self-declared as persons with disabilities.

The Department also continues to participate in the Federal Employment Strategy Group meetings hosted by Live Work Play, an Ottawa-based organization focused on helping the community welcome and include people with intellectual disabilities, autism, or who have a dual diagnosis to live, work, and play as valued citizens.

The Human Resources team is exploring the opportunity to work with Canadian universities, as well as community organizations supporting the recruitment of students with disabilities, to share best practices on accommodation and accessibility and learn more about the needs of students with disabilities.

Employment Systems Review

Status: Completed in 2024

In 2024, the Department finalized its first Employment Systems Review (ESR) under the Employment Equity Act. An ESR identifies and examines barriers that disadvantage the following groups in employment and undermine their participation in the workplace:

• Women
• Indigenous Peoples
• Members of visible minorities
• Persons with disabilities
• Members of the 2SLGBTQI+ communities

The ESR revealed important employment representation gaps for persons with disabilities within the Department, reinforcing the significance of the actions taken and required to address Priority Action 2: Pursue the recruitment of persons with disabilities to meet workforce availability targets by 2025.

As part of the ESR, multiple focus groups and one-on-one interviews were organized, in English and French, across the Department at all levels to seek additional feedback from diverse communities, leadership and employees. A total of 77 employees shared their experiences. A key message from participants was the length of time, complexity and difficulty of the process to request an accommodation. The process was characterized as circuitous, lacking a common approach and often confrontational with people on both sides of the process feeling frustrated. Participants expressed that a clearly defined process is critical for supporting both persons with disabilities and management.

The ESR recommends the development of a departmental duty to accommodate process which is aligned with Accessible Canada Act requirements. The process should clarify the grounds for accommodation, identify the different types of documentation required for different types of accommodation and the process for requesting and approval.

Participants also highlighted that having an equitable and inclusive workplace goes beyond its culture and includes elements in the built environment (e.g., workspaces, furniture and equipment). They expressed that the hybrid approach had caused unnecessary hardships for some equity-deserving communities by not taking into account different impacts the built environment can have for persons with disabilities or people facing microaggressions, accessibility issues and more.

The Department is updating its Diversity, Equity and Inclusion (DEI) Strategy and Action Plan to address barriers identified in the ESR.

Diversity, Equity and Inclusion Strategy and Action Plan for 2024-27 (new)

Status: In progress

Further to the ESR, the Department is developing the Diversity, Equity and Inclusion (DEI) Strategy and Action Plan for 2024-27 based on the following pillars:

1. Leadership culture
2. Inclusive recruitment
3. Sense of belonging
4. Career development

The plan will align with actions identified in INFC's Accessibility Plan 2023-25. It will also include employment equity hiring targets for the four designated groups (persons with disabilities, Indigenous Peoples, visible minorities and women) as well as for Black people. Hiring targets are used to guide efforts and measure progress toward eliminating current and projected gaps within each occupational category and group. They are based on indeterminate employment to aim for longer-lasting effects and to secure positions for employees of designated groups. Targets will be updated on a yearly basis, and executives are expected to close current and projected representation gaps for all designated groups.

In an effort to increase the retention of persons with disabilities, the Department will update its approach to onboarding to ensure it is inclusive and fully considers accommodation needs and use of the Passport.

Modernized Self-Identification Questionnaire

Status: On hold

Once Treasury Board Secretariat (TBS) launches its new modernized Self-Identification Questionnaire, the Department will organize info-sessions for employees and managers.

Barrier 1.3: Emotional labour of self-advocacy and providing proof of disability

The Government of Canada Workplace Accessibility Passport

Promote and offer info-sessions on the GC Workplace Accessibility Passport to employees and managers

Status: Ongoing

The Government of Canada Workplace Accessible Passport (the Passport) is a tool to support an inclusive work environment in the federal public service. It simplifies the workplace accommodation process by focussing on three key elements:

• describing the workplace situations
• identifying the barriers to accessibility
• putting in place solutions (for example, accommodation measures, assistive technology, other services)

The Hub continues to work with management across the Department to support the use of the Passport. The Hub provides advice and support to employees who may wish to use it, as well as their managers.

TBS is still in the process of updating the Passport. The Hub and the Communications team will promote new material, guidelines, or tools when available through the weekly employee newsletter, intranet, and info-sessions.

Recruitment measures taken to lessen the emotional labour of self-advocacy and providing proof of disability

Status: Ongoing

The Department continues to make its collective staffing processes more flexible and inclusive. For example, the collective staffing process for the EC-07 level launched in fall 2023 (and underway in 2024) used an inclusive approach.

• A yes or no question was included at the screening stage to reduce the time spent applying.
• The asset qualifications questionnaire was sent at a later date, and in an accessible format, to shorten the time of the initial application.
• The candidate assessment materials and communications (for example, advertisements, instructions) was updated to include more open and inclusive language.
• An email address was provided for candidates to reach out with any questions.
• Assessment material was provided to candidates in advance.
• By default, allowing for flexibility as needed (for example, format or alternate interview methods).

These flexible options offered to all candidates encourage persons with disabilities to engage and remain in the process. Even so, candidates are not requested to provide proof of their disability or documentation that supports their accommodation request.

Adapt practices based on amendments made to the Public Service Employment Act

On July 1, 2023, two amendments to the Public Service Employment Act came into force. The amendments were some of several that were introduced to address biases and barriers that disadvantage people belonging to an equity-seeking group, including persons with disabilities.

The first change relates to assessment methods used in appointment processes. Before using an assessment method (for example, interviews, written exams), hiring managers must evaluate it and its application to identify biases and barriers. Managers must also take steps to remove biases and barriers or to mitigate their impact.

The second change relates to expanded investigation authorities of the Public Service Commission of Canada and deputy heads. Anyone may request an investigation to determine if a bias or barrier resulted in a disadvantage to people belonging to an equity-seeking group in an appointment process.

The amendments lay the foundation for more inclusive hiring practices, where all applicants can demonstrate their full potential. They advance a range of initiatives, including the Clerk's Call to Action on Anti-Racism, Equity and Inclusion in the Federal Public Service, the Many Voices One Mind strategy, the Accessibility Strategy for the Public Service of Canada, the Federal 2SLGBTQI+ Action Plan 2022, and Canada's Anti-Racism Strategy.

Evaluate the assessment methods to identify and reduce biases or barriers against persons with disabilities

Status: Ongoing

The Department is using the Public Service Commission's guidance to evaluate barriers and biases before assessments. Board members are being introduced to the concept of reducing barriers and biases through initial meetings and are being reminded at each step of the hiring process.

For example, the Human Resources team has reviewed email templates providing guidance to managers about identifying biases and barriers in assessment methods for advertised and non-advertised appointments. The new templates were implemented in May 2024.

Conduct a pilot project to test new assessments methods

Status: On hold

The Department is exploring the possibility of testing new assessment methods based on the Public Service Commission's guidance.

Barrier 1.4: Limited interpretation of disability and how it manifests in the broader environment

Awareness through training and learning activities

Status: Ongoing

In 2024, the Hub was invited to lead eight info-sessions across the organization on various accessibility topics, notably on why accessibility matters, how to create accessible content and plain language. The Hub also offered over 50 one-on-one coaching sessions, delivered upon request to provide expert advice and promote best practices.

In addition, over 20 articles were published throughout the year in the weekly employee newsletter on a number of topics, such as:

• How to create accessible content
• How to organize accessible events and meetings
• How to write effective alternative text
• How to become an ally
• Invisible disabilities
• Training offered by Shared Services Canada's Accessibility, Accommodation and Adaptive Computer Technology and Canada School of Public Service

The following events were also promoted department-wide:

• National AccessAbility Week (NAAW) (May 26-June 1)
• Disability Employment Awareness Month (DEAM) in October
• Canada's first-ever Public Service Neurodiversity Week (October 21-25)
• International Day of Persons with Disabilities (December 3)

To commemorate NAAW, the Hub organized a month-long awareness campaign featuring a series of employee newsletter articles, an employee questionnaire, and a Deputy Minister message to all employees to launch the NAAW. As part of the NAAW celebration, the Hub hosted a department-wide event featuring Stephanie Cadieux, Canada's first Chief Accessibility Officer as guest speaker. Ms. Cadieux shared her insights and vision for a truly accessible Canada and emphasized the importance of raising awareness to help spur others to action and foster a culture of change and allyship. The event highlighted the importance of factoring accessibility into projects and plans from the beginning to ensure that the end results are successful, with housing being a prime example.

Barrier 1.5: Lack of community and sense of belonging for persons with disabilities

Accessibility Committee, led by employees who identify as persons with disabilities

Status: Ongoing

In 2024, the Persons with Disabilities Network (PWDN), formerly called the Accessibility Committee, met regularly and established communication lines with the Diversity and Inclusion Champion and Co-Champions. The PWDN has been consulted on several corporate documents and HR strategies, such as the Diversity, Equity and Inclusion Strategy and Action Plan and the government-wide Employment Equity Act modernization consultation.

The Chair of the Persons with Disabilities Network participates in the Persons with Disabilities Champions and Chairs Committee (PwDCCC), which serves as a forum for networking and sharing of employment equity best practices among departments and agencies from across the Public Service of Canada.

The Chair joined the Interdepartmental Network of Disability and Accessibility Chairs (INDAC). The INDAC is composed of Chairs/Co-Chairs of employee-led accessibility and disability networks and committees, whether they be departmental or interdepartmental. In 2024, INDAC met with the Clerk of the Privy Council to raise accessibility, disability and inclusion issues and discuss recommendations toward implementing systemic approaches for a disability-inclusive public service.

Encourage employees to get involved in the departmental accessibility community

Status: Ongoing

We all have a role to play in making our workplace more accessible and inclusive. Members of the PWDN are volunteers who go above and beyond to improve accessibility in the Department. Its members continue to champion the implementation of accessibility best practices such as ensuring that documents and presentations are accessible. They are also encouraged to participate in consultations and provide anonymous feedback on documents. Communications are facilitated through a network mailing list, chat channel, meetings and internal announcements.

Barrier 1.6: Limited opportunity and support for career progression

Career development programs are in place, which are specifically designed to support career progression for employment equity-deserving groups

Status: Ongoing

The Talent Management Program is being revamped:

• Accessible content: the format of various tools that was posing barriers to members was made more accessible and therefore more convenient to everyone.
• Human centered: from organizational needs to employees' goals and aspirations.
• Broader scope: from making professional moves (promotion, acting, assignment) to helping employees develop their personal and professional capabilities and keeping them engaged and motivated.

The Department also continues to advance other career development programs described in the Plan:

• Mentorship Plus Program: the second cohort was launched in summer 2024. The Program is open to members of employment equity groups and equity deserving groups (e.g., 2SLGBTQ+ community), including persons with disabilities.
• Mosaic Leadership Development Program: cohort 3 of the program launched in October 2024. Mosaic is a 15-month-long program that aims to remove barriers for diverse communities by ensuring that high-potential employees from equity-seeking groups are ready to be considered for EX-01 opportunities, thereby creating a more inclusive federal public service at all levels.

Barrier 1.7: Increased risk of facing harassment and experiencing stress/anxiety on the job

Raise awareness via mandatory training

Status: Completed in 2024

The Department leverages the Canada School of Public Service's offerings "Preventing Harassment and Violence in the Workplace for Employees (previously W101)" as mandatory training for all employees; and "Preventing Harassment and Violence in the Workplace for Managers and Health and Safety Committees" as mandatory training for supervisors, managers and executives.

Employees are informed that they must take this training as part of their onboarding and subsequent follow-ups are conducted by managers. These training sessions are also promoted on the Department's intranet.

In addition, while not mandatory, the Canada School of Public Service's Accessibility Learning Series and Shared Services Canada's Accessibility, Accommodation and Adaptive Computer Technology (AAACT) training sessions are promoted on the Department's intranet.

Monitor formal and informal complaints and grievances to identify trends and corrective measures

Status: Ongoing

The Department continues to monitor complaints and grievances via the Labour Relations team, exit questionnaires, and submissions made to the person designated for managing harassment complaints (also called "designated recipient"). Fewer than five formal complaints were received in 2024 and there are currently no trends with regards to accessibility suggesting an increased risk of harassment.

The Hub is participating in intradepartmental meetings to stay informed of developments and to ensure that discussions include an accessibility lens:

• Workplace Health and Safety Committee
• Health and Safety Policy Committee
• Workplace Working Group

Engage in cyclical review of harassment policy to identify and address any gaps

Status: Ongoing

The Occupational Health and Safety team is reviewing the departmental Workplace Harassment and Violence Prevention Policy in consultation with key stakeholders (including the Hub) to ensure the policy remains current and up to date. Changes made in 2024 to the policy help clarify the Department's response to situations of alleged harassment and violence, including the investigation process for notices of occurrences.

Built environment

The Department is expanding its presence across Canada with regional offices. The Hub raised potential barriers to accessibility with regards to the built environment in these new offices and will continue to ensure that accessibility is taken into consideration. 

In addition, the Green and Inclusive Community Buildings program is providing $1.5 billion to support green and accessible retrofits and upgrades of existing public community facilities, as well as the construction of new publicly accessible community facilities across Canada. Budget 2024 provided an additional five years, starting in 2024-25, to support more projects through the program.

Barrier 2.1: "One-size-fits-all" approach for designing post-pandemic offices and hybrid work plans

Work with Public Services and Procurement Canada (PSPC) to continue improving workspaces

Status: Ongoing

During Winter 2024, the Hub conducted a preliminary screening of the Ottawa offices and flagged potential barriers to accessibility. This included "wet floor" signs blocking the path, passages not wide enough, rooms without dimming lights, missing keyboards in meeting rooms, and lack of space for employees using mobility devices in common areas.

The Hub is working with internal partners to ensure that these barriers are addressed. Work is ongoing and many of the potential barriers have already been addressed. For example:

• Dimmers have been installed in all focus rooms and quiet rooms.
• The sub-contractor for cleaning services has been advised about "wet floor" signs.

The Department is also working on creating quiet areas and installing phone booths, as well as establishing more quiet rooms and focus rooms on all floors to improve overall accessibility.

The Hub also raised concerns regarding barriers to accessibility of two new shared workspaces in Montreal and Halifax. In order to support greater inclusion and remove barriers to accessibility, there is a need to ensure the following:

• Several workstations reserved for staff with accessibility needs
• A storage is available for employees with ergonomic equipment
• Zones with reduced lighting, low traffic, near or far from direct sunlight, quiet/reduced sound are available to employees

Test workplace accessibility with employees

Status: Ongoing

The departmental Accessibility Testers Group was created in spring 2023 and consists of employees with lived experiences (for example, persons with physical, neurological, and learning disabilities) who have an opportunity to take part in shaping an accessible, barrier-free workplace. The Accessibility Testers Group was consulted on various topics in 2024:

• trial of Viva Insights
• use of avatars in Microsoft Teams
• test the accessible visualizations and PowerBI dashboard prototypes and guidelines

More details can be found in the Consultations section of this report.

Assigned workspaces for accessibility

Status: Ongoing

With the success of the "assigned workspaces for accessibility" pilot last year, the Hub continues to help employees who have more complex accommodation and accessibility requirements in an office environment. The Hub works with employees and their managers to determine their adaptive workspace needs in the office (for example, closed office, controlled lighting). As of September 30, 2024, over 30 employees are accommodated with an assigned workspace. Comments received continue to be very positive.

As the Hub receives more requests for modified workspaces, we are close to reaching capacity for closed spaces to accommodate employees. Given this, the Department is working on establishing zones on different floors at 180 Kent Street in Ottawa (for light and noise sensitivities) which will reduce the need for closed spaces.

In March 2024, the Department launched a new workplace reservation system. The Hub worked closely with the Accommodations team to ensure that reservations for the assigned adaptive workspaces were maintained and to address any related questions. It also provided guidance to make sure the new reservation system as well as its training material were accessible.

Barrier 2.2: Limited awareness of accessibility features in the physical workplace

All barriers have been addressed

Barrier 2.3: Adapting evacuation plans instead of including persons with disabilities at the design stage

Consult persons living with disabilities, update the plan to reflect their needs and concerns and practice

Equipping persons requiring assistance with walkie-talkies

Status: Completed in 2024

Several persons requiring assistance (PRAs) are not aware of the next steps for evacuating the Ottawa building despite filling out the Individual Emergency Plan form. To overcome this communication barrier, PRAs have the option to be equipped with walkie-talkies to communicate directly with the evacuation coordinator. PRAs who wish to use walkie-talkies are assigned an accessible and adaptive workspace.

Raise awareness of assistance available to employees requiring aid during building evacuations

Status: Ongoing

During employee onboarding sessions, the Security Services team continues to meet individually with PRAs to discuss their needs and provide a walkthrough of steps taken during an evacuation.

The Department is creating a video explaining the emergency evacuation procedures which includes information for PRAs. The video will be shared with employees in 2024-25.

Barrier 2.4: Availability of contacts for immediate assistance and for reporting accessibility issues

Status: Completed in 2024

Employees requiring assistance or wanting to report accessibility issues can contact the Hub via email, in person or through Teams.

Barrier 2.5: Navigating ergonomic assessments, particularly while working at home

Offer support to employees requiring ergonomic assessments

Status: Ongoing

The Hub is working closely with employees, managers, Accommodations, and IT teams to organize ergonomic assessments and coordinate the purchase and installation of ergonomic or specialized equipment, if and when required.

See Barrier 5.2 under "Establish contracts for accessibility" for more details.

Information and communication technologies (ICT)

Barrier 3.1: Growing need for the right technology to support persons with disabilities in their work

Provision of IT equipment

Status: Ongoing

The Hub remains the main point of contact for employees and managers requesting assistive technology or software. The Hub continues to work directly with IT Services to coordinate the accommodation requests on behalf of the employee and liaise with Shared Services Canada's AAACT program or Lending Library services as needed.

The Hub organizes individualized sessions between AAACT expert technicians and a few employees to gather information on their barriers to workplace technology. Afterwards, another meeting is held to suggest possible adaptive computer technologies and tools. The Hub then works with the employee to obtain the selected technology and tools. 

A session with AAACT was also held to gather recommendations for the creation of sensory zones on different floors at the Department's 180 Kent Street location in Ottawa, Ontario. Work on the establishment of zones is in progress.

Viva Insights early adopters pilot (new)

Status: Completed in 2024

In spring 2024, the Hub and the Accessibility Testers Group were invited to test Viva Insights in Microsoft Outlook and Teams. Viva Insights is an added feature that provides users with personalized recommendations and actionable insights to help them better manage their time and increase their productivity. For example, it can block off time in users' calendars for regular breaks or uninterrupted work.

This tool can be particularly beneficial for people who are neurodivergent or have mental health conditions since it can help them stay organized and focused, manage their workload efficiently, and promote their overall well-being.

The fourteen testers were generally impressed by Viva Insights. They said it is an easy-to-use and very effective time management and prioritization tool. They appreciated the integrated task reminder and the option to set time aside to prepare for meetings. They also liked the weekly summary with statistics around time management.

Barrier 3.2: Challenges with person-first collaboration in a hybrid environment

Good start with Microsoft (MS) Teams

Status: Ongoing

Employees continue to be encouraged to use MS PowerPoint Live features to ensure greater accessibility (for example, option to increase font size, view pages at own pace, live captioning, auto-generated translation, high contrast). The Hub continues to promote these features across the Department.

Keep informed of new accessibility features and raise issues

Status: In progress

In 2023, the Hub and IT Services raised an issue with captioning in MS Teams. In a virtual meeting, when people verbally switch from English to French, or the opposite, persons using the captioning function must change the language manually to get accurate captioning. While they make the change, they may be missing part of the conversation. The Department is still monitoring Microsoft's progress on enhancing live translation services.

Enable Microsoft Teams' avatar function (new)

Status: Completed in 2024

Microsoft Teams offers the option to enable avatars during meetings as an alternative to turning on cameras. These avatars are customizable and designed to represent employees in an accurate and inclusive way. They also have a wide range of reactions for enhanced non-verbal communication. This function gives people the chance to express themselves and take a camera break while still collaborating effectively.

The Hub recognized that avatars are a great opportunity for employees to express their personality and can be beneficial for people who are less comfortable in front of the camera. However, avatars can also be problematic for persons with disabilities. Many rely on visual cues or read lips during meetings (for example, persons who are neurodivergent or have a hearing impairment).

More information can be found in the Consultations section of this report, under "Group discussion on avatars".

Barrier 3.3: Fragmented knowledge and limited functional training of best practices for ICT accessibility

More training needed

Status: Completed in 2024

In Spring 2024, the Department updated the guidelines developed in 2023 to help employees create accessible dashboards and data visualizations using Power BI. The guidelines ensure dashboards comply with Web Content Accessibility Guidelines (WCAG) AA.

WCAG defines how to make web content more accessible for people with disabilities. There are three levels of compliance (A, AA and AAA), with AA being the level that is used in most accessibility regulations around the world.

In June 2024, members of the Accessibility Testers Group were invited to participate in one-on-one accessibility testing sessions to ensure that everyone could read and understand the tested data visualizations and template dashboards (see the Consultations section for more details). The Hub also offered a workshop about how to produce accessible dashboards with these guidelines and templates. The workshop included:

• An overview of assistive technology
• An overview on the types of disabilities
• The WCAG principles that apply to Power BI
• How to apply the principles to Power BI
• The limitations of Power BI
• How to write alt text for data visualizations
• Question and answer period

The workshop materials and templates have been shared with the departmental Data Analytics Community of Practice.

Barrier 3.4: Limited ways for users to provide regular feedback on ICT-specific accessibility issues

Monitoring IT tickets for accessibility issues

Status: In progress

IT employees now have the option to select an accessibility checkbox in the IT portal for all accessibility-related requests. This functionality can be leveraged to report on the volume of accessibility-related requests (breakdown by service categories). Since its introduction in January 2024, this option has seen very limited use. As this is a new functionality, technicians still require training. Therefore, some cases might not have been flagged.

The IT Services team continues to work on the development of the self-service portal, which will give employees the option to state that their request relates to an accessibility need through the addition of an option entitled "accessibility". This functionality is already built into the beta version of the portal.

Communication, other than information and communication technologies (ICT)

Barrier 4.1: Information is not always accessible to all employees

Information sent out to employees to adhere to accessibility best practices

Status: Ongoing

The Communications Branch continues to ensure that the corporate information sent out to employees (for example, via the weekly employee newsletter, emails, and the intranet) follows accessibility best practices.

The Hub provided guidance on the branding of the new Housing Plan to make sure it was accessible. The Hub also provided advice on the development of an accessible form for the Canada Public Transit Fund program.

Ensure that all corporate templates adhere to accessibility best practices

Status: Completed in 2024

In spring 2024, the Department developed and launched new accessible presentation templates for governance and promoted the new "Creating accessible content checklist" which was also posted on the intranet.

In summer 2024, the Department launched new accessible corporate templates, including PowerPoint presentations, one-pagers, and reports. This also coincided with the official renaming of the Department to Housing, Infrastructure, and Communities Canada. All accessible templates are available to all employees on the intranet.

Improve accessibility of the intranet

Status: Ongoing

The Hub continues to flag accessibility barriers that are part of the intranet and provides guidance to employees on how to address them.

Develop a checklist for accessible content

Status: Completed in 2024

In 2024, the Hub developed the "Creating accessible content checklist" for employees. It was promoted department-wide through the intranet and the weekly employee newsletter. The Hub also submitted input on the Accessibility Standards Canada's draft Plain Language standard.

In addition, the Hub organized eight info-sessions for various teams to raise awareness of the checklist and the importance of drafting accessible content.

Barrier 4.2: Departmental events and activities are not always inclusive and accessible to all employees

Promote best practices and resources

Status: Ongoing

The Hub published a job aid on planning accessible events and meetings. This tool highlights best practices and key considerations for organizing and running accessible, inclusive, and barrier-free events and meetings, both virtual and in-person, in the office or elsewhere. Some of the recommended tips include criteria for an accessible venue, Microsoft Teams accessibility features, and considerations for assistive tools such as mobility devices and screen readers.

Procurement of goods, services and facilities

Barrier 5.1: Consulting after procurement instead of involving persons with disabilities early in the process

Work with Public Services and Procurement Canada (PSPC)

Status: Ongoing

The Procurement Services team is working with the Hub to improve the accessibility of procurement processes.

The Department is following PSPC's more recent guidelines. It is also following the progress of the Accessible Procurement standard currently under development by Accessibility Standards Canada.

Barrier 5.2: Complex process for procuring the services of external service providers

Client support provided

Status: Ongoing

The Procurement Services team is continuing to provide guidance and advice to employees.

In September 2024, the Procurement team attended the introductory session on "How to consider and integrate accessibility in procurement", hosted by PSPC's Accessible Procurement Resource Centre and Shared Services Canada's AAACT program. Topics covered were the following:

• What accessible procurement means
• The role of business owners (client department or agency, technical authority) and contracting authorities in considering accessibility in federal procurement
• The steps to consider and integrate accessibility in procurement
• Where to find resources and get help

Establish contracts for accessibility

Status: Completed in 2024

In summer 2024, the Department signed a contract for occupational therapy and ergonomic assessment services with a service provider that can offer both services virtually and in person across Canada. As the Department is growing and hiring more employees, including persons with disabilities, it is important that it provides employees with the resources they need to do their job.

The Hub will be the main point of contact between the service provider and employees and coordinate all occupational therapy and ergonomic assessment services for the Department.

Barrier 5.3: Challenges of targeting procurement activities towards underrepresented groups

All barriers have been addressed.  

Design and delivery of programs and services

The past year was a year of change for the Department. During summer 2024, the Department was officially renamed the Department of Housing, Infrastructure and Communities Canada. This is a recognition of the important link between housing and infrastructure as it relates to the growth and development of Canadian communities and improving the quality of life for people living in Canada. It is also a natural extension of the transition that has been underway since last spring, when Infrastructure Canada was asked to take on a leadership role regarding housing policy and program development within the federal government, in partnership with Canada Mortgage Housing Corporation (CMHC).

Earlier that year, the Department published Canada's Housing Plan, the Government of Canada's ambitious plan to help solve the national housing crisis. The plan acknowledges the diverse needs of people living in Canada and outlines the measures the federal government will take to build more homes, faster, to meet the demands of a growing Canada.

The Department is undertaking efforts to ensure that accessibility considerations are being factored into its policy development and program delivery work. For instance, in fall 2024, the Hub and the Homelessness Policy Directorate jointly held a workshop to address accessibility issues related to homelessness programming and policy development. The workshop helped to raise awareness about the importance of accessible content and the use of plain language to ensure communication with external stakeholders meets the highest standards of accessibility.

With the development of the maturity model described in the executive summary, the Department realized that building a solid horizontal foundation, stream by stream, is essential to effectively advance accessibility. The "alignment of programs, policies and processes" stream, closely intertwined with the "design and delivery of programs and services" area of the Plan, can only move forward once other streams have reached a certain level (for example, the "promotion and awareness" and the "leadership and accountability" streams). As a result, continued progress will be required in future years.

Barrier 6.1: Policy design regularly prioritizes other concerns over accessibility

Gender-based Analysis Plus work

Status: In progress

Gender-based Analysis Plus (GBA Plus) is an analytical process used to assess how diverse people may experience programs, policies and initiatives. It focuses on lived experiences and intersectional characteristics of people and communities. This includes biological, socio-cultural, and identity factors such as age, disability, education, ethnicity, economic status, geography, language, race, religion, sex, gender and sexual orientation. The overall goal is to help ensure that projects and programs contribute to more inclusive outcomes for people living in Canada, including persons with disabilities.

Current programs include criteria for projects that are funded to meet horizontal federal requirements for barrier-free design. This includes meeting or exceeding the requirements of the highest published accessibility standards (for example, the Canadian Standards Association Technical Standard Accessible Design for the Built Environment (CAN/CSA B651-12, or newer)) in addition to any applicable provincial or territorial building codes, and relevant municipal by-laws.

Under the Department's direct-delivery programs, project proposals seeking funding are scored against merit criteria which may include the proposal's contribution to inclusivity outcomes, including for persons with disabilities. However, there is no consistent approach to evaluating and measuring the accessibility of the process leading to the development of these assets.

Regarding new programming, the Department is still looking at ways to measure the impacts of its programs on the various segments of the population, including persons in Canada living with disabilities.

Barrier 6.2: Unclear requirements for accessibility in programs

Communities and Infrastructure Programs Branch identified work to be done

Conduct an assessment of core programs to determine whether biases and accessibility barriers exist

Status: In progress

As previously indicated, work needs to be done in other streams of the maturity model before focussing on the alignment of programs and policies.

Include accessibility-specific indicators and performance metrics in new programs

Status: In progress

The Department is developing a horizontal approach to program outcomes. This required grouping proposed outcomes of similar types and subjects from different programs and requirements. This exercise has established common outcomes applicable to several of the infrastructure programs and horizontal elements, and is providing a more aligned and cohesive view of the performance of the programs. A similar approach to accessibility will be extended to new programming.

In fiscal year 2023-24, a Departmental Logic Model (DLM) was developed to guide future programming and establish a cohesive result reporting framework for the Department. Accessibility and GBA Plus were key drivers of the DLM and have been incorporated through both outcomes and indicators. For example, we have immediate outcomes targeting accessibility in community assets, meaning that future programs will be designed with accessibility in mind.

The 2025-26 Departmental Results Framework (DRF) will be used to inform the DLM and the design of future programs' performance measurement strategies. The disaggregation of data sources for specific indicators has been discussed (i.e. disaggregation of data to narrow down on age, race, ethnicity, income, education). This type of data helps identify groups most affected by various issues. Specific indicators including accessibility considerations have been proposed in the Performance Information Profiles of specific programs in the Program Inventory.

Ensure that program materials and portals are accessible and in compliance with plain language and accessible Web design standards, that all programs are available in multiple service delivery channels, and that the availability of alternate formats for documents/materials

Status: In progress

This action is covered in large part under Barrier 4.1 "Information is not always accessible to all employees".

Programs staff continue to connect with their target applicants via appropriate and accessible formats and methods. Documentation, applications guides and forms follow accessible Web standards as required. Programs staff actively work to improve the accessibility of guides and information packages by better explaining, in plain language, the process and expectations of applicants applying to programs. Some programs also offer email support, one-on-one phone discussions with applicants and webinars to support applicants in completing application forms. Feedback received from low-capacity communities is incorporated where feasible to help to remove barriers to the application process.

Work with legal services and contracting units to develop wording to include in the statement of work/selection criteria regarding usability by all as a contractual obligation

Status: On hold

Barrier 6.3: Gap in the availability of information, data and ongoing feedback mechanisms on accessibility

Accessibility-specific questions

Status: Ongoing

Data is essential to guide public infrastructure investments that meet local needs. Therefore, the Department funds Canada's Core Public Infrastructure (CCPI) survey, which is conducted in collaboration with Statistics Canada to better understand our core public infrastructure and determine current and future needs.

However, gaps were identified with regards to the survey:

• Survey asks respondents to self-report on the accessibility of their infrastructure and assets without providing guidance on the meaning of "accessible".
• There is a lack of alignment across jurisdictions with respect to transit accessibility standards.

In 2024, the Department engaged with Accessibility Standards Canada, the Canadian Standards Association and other accessibility experts within Canada and has identified a path forward to improve the quality of the data reported by respondents. This includes guidance on the meaning of "accessible" for different asset types and alignment across jurisdictions. For the next CCPI survey cycle (2024 reference year), Statistics Canada will provide guidance and standard definitions on questions related to accessibility.

Explore how to expand information and data and to maximize their use

Status: Completed in 2024

As mentioned under Barrier 4.1: "Information is not always accessible to all employees", in summer 2024, the Department launched new accessible corporate templates, including PowerPoint presentations, one-pagers, and reports.

Consultations

Status: In progress

The Department is still working on establishing a consultative mechanism.

Barrier 6.4: Fragmented knowledge and limited functional training on accessibility for policy and programs

More awareness and training on accessibility is needed

Status: Ongoing

As mentioned in Barrier under 1.4: "Awareness through training and learning activities", the Hub promotes best practices, tools and resources, special events and learning opportunities on accessibility to employees.

Transportation

In 2023, the Department gained a better understanding of the transit accessibility considerations and recognizes that it has a key role to play in making Canada's communities accessible via its support for public transit and active transportation.

Transportation in Canada is an area of shared responsibility among the federal, provincial, and municipal levels of government. The Accessible Canada Act was established to remove and prevent barriers in areas of federal jurisdiction, which includes international and inter-provincial transportation (for example, airlines, as well as rail, road and marine transportation providers that cross provincial or international borders).

In general, provinces, territories and municipalities are primarily responsible for building, owning, and operating intra-provincial transportation infrastructure, including public transit and active transportation. The Department supports its provincial, territorial, and municipal partners through capital funding programs, including the permanent public transit funding, to ensure public transit and active transportation infrastructure meets the diverse needs of people using transit systems in Canada. 

Safe and affordable public transit and active transportation networks provide people living in Canadian communities with access to healthcare, education, employment, social services, community, and cultural activities. However, people with disabilities continue to face unique barriers to transit and paratransit that limit their access to these essential services and participation in society.

Collecting GBA Plus data on equity in transportation

Status: Completed in 2024

The Department worked with Mobilizing Justice to collect better GBA Plus data around equity in transportation policies and programs, including for persons with disabilities. A dashboard was developed to show how accessibility varies from location to location and across multiple indicators of social disadvantage, empowering users to explore, analyze and advocate for fair transport in their communities.

Addressing the transportation data gap for persons with disabilities

Status: In progress

The Department is working to address data gaps associated with understanding how persons with disabilities move around within their community, and barriers to accessing and using sustainable forms of transportation. This will complement ongoing work to better understand the availability of accessible public transit infrastructure, with accessibility-specific questions included as part of CCPI. See Barrier 6.3: "Gap in the availability of information, data and ongoing feedback mechanisms on accessibility" for details.

Advancing accessibility through federally-funded sustainable transportation projects

Status: In progress

Through contribution agreements with project proponents (provinces, territories, municipalities), all federally-funded public transit and active transportation projects are required to meet the highest published, applicable accessibility standard in the jurisdiction in which they occur.

In addition, the Department is seeking to reduce barriers to sustainable transportation through the Canada Public Transit Fund, launched on July 17, 2024. This includes requirements for participants in Metro-Region Agreements to give an overview of the strategy to make their current public transit and active transportation networks fully accessible for persons with disabilities. For example, they must engage their community to ensure that the perspectives of persons with lived experience of disability are reflected.

This builds on other measures as part of Metro-Region Agreements to improve access to jobs and amenities for all persons living in Canada, including addressing key needs and challenges for under-represented groups.

Consultations

Consultations with the departmental Persons with Disabilities Network

In 2024, members of the Network expressed frustration with seeking accommodation in the office workspace due to lack of understanding or specific workstation requirements. They also expressed concern about the process for seeking an exemption from hybrid work requirements (for example, handling of personal health information and the players involved).

Members also expressed the need to better equip managers in understanding duty to accommodate and to improve consistency for employees with disabilities as managers and teams shift.

The draft of this progress report was shared with members of the Network early in the process. Members had the opportunity to share their comments regarding the progress made in 2024.

Members have advised internal stakeholders to consult them regularly and give them enough time to provide input.

Meetings with Ombuds and Diversity & Inclusion Champion

The Hub is now regularly meeting with the Ombuds of Mental Health and Well-being for Small Departments and Agencies to discuss best practices, areas requiring improvement, and discussions on how to address these gaps.

The Hub has begun meeting with the Department's Diversity and Inclusion Champion to discuss gaps and to seek their support and advocacy in advancing accessibility matters.

Meetings with other government departments

The Hub met with other government departments working in the area of accessibility to share best practices and resources. Topics discussed included:

• Duty to accommodate
• Culture change
• Tracking of performance indicators relating to accessibility
• GC Workplace Accessibility Passport
• Invisible disabilities

These discussions helped the Hub to share and build stringer processes based on the size of the Department and the current organizational structure.

Participation in working groups and communities of practice

While the Hub recognizes the importance of consulting directly with persons with disabilities, it also values indirect feedback from areas across the Department and the public service. The Hub remains up-to-date on various accessibility issues and solutions within the Department and the public service by participating in the following working groups and communities of practice:

• Departmental Workplace Health and Safety Committee
• Departmental Policy Occupational Health and Safety Committee
• Departmental Workplace Working Group
• Interdepartmental Committee on Disability Issues
• Interdepartmental HR Advisory Committee on Persons with Disabilities
• Interdepartmental Accessibility Community of Practice (IACoP)
• Interdepartmental Duty to Accommodate Best Practices Working Group
• Human Resources Council (HRC)
• Statistics Canada's Accessibility Network
• PSPC's Accessibility Office
• GC Workplace Accessibility Passport Adopter Community of Practice
• Accessible Communications Community of Practice
• Disability Inclusion and Workplace Accommodation Community of Practice
• TBS's Designated Senior Officials on Employment Equity, Diversity and Inclusion Community of Practice

Talent Management and Sponsorship Programs working group

In fall 2023, the Talent Management and Sponsorship Programs working group, which includes persons with disabilities, was created in response to the Clerk's Call to Action Forward Direction on anti-racism, equity and inclusion in the federal public service. Its objective was to develop a meaningful set of actions to address the areas highlighted by the Clerk, including career progression for employees with disabilities. For example, the following themes or questions were explored:

• What form should talent management take?
• What approaches would most help employees in empowering themselves?
• Would having more time to speak with managers be helpful?
• Should the focus be on creating more tools for managers to guide them in asking the right questions?
• What type of discussions would be most helpful for employees in advancing their careers?

Members expressed that the talent management process feels impersonal and that employees should have more control over their career development. They also indicated that to increase participation in the program, employees need a better understanding of the purpose and goals of talent management. Finally, more tools and training should be available to managers to ensure that the program is applied in a consistent manner, without biases. As a result, the Talent Management Program is undergoing a revamp. See Barrier 1.6: "Limited opportunity and support for career progression" for more details.

Also, the Talent Management and Sponsorship Programs working group supported the Mentorship Plus Program. The feedback received as a result of persons with disabilities' active participation in the working group was instrumental in the development of the second cohort of that program.

Call out to colleagues with disabilities to share their story

To commemorate the International Day for Persons with Disabilities on December 3, 2023, the Hub invited employees living with a disability or supporting a person living with a disability to share their personal stories, including challenges and insights.

Employees were invited to write an article in the weekly employee newsletter published in early December 2023 or volunteer to take part in future armchair discussions on accessibility.

The goal is to promote a safe and inclusive space where employees could share their lived experiences, raise awareness and learn from each other. Personal stories are powerful and can inspire others.

With regards to departmental accessibility, employees shared that they have observed a growing awareness and a supportive and empathetic environment. However, they highlighted that there is still work to do to create a fully accessible workplace. They reported that accessibility is still considered additional work rather than the standard, which poses more challenges to persons with disabilities. The desired goal is to incorporate accessibility into systems, documents, and buildings, and have a culture shift where accessibility is viewed as a necessity.

Discussion groups on the use of Microsoft Teams avatars

In January 2024, shortly after the implementation of the avatar function in Microsoft Teams in the Department, the Hub invited the Accessibility Testers Group to share their lived experiences when using avatars. Employees were invited to share their feedback by email, through one-on-one conversations and group discussions.

Employees were invited to answer the following questions:

• Have you used avatars yet? If not, are you planning to?
• For which type of interactions are you using avatars (e.g. all the time, formal or informal meetings, team meetings)?
• How was your experience so far?
• What are the benefits or drawbacks in using avatars?
• How can we make the use of avatars a more inclusive experience for everyone?

The Accessibility Testers Group provided valuable feedback on creating avatars, user experiences, and perceptions in the context of work. Creating avatars was described as an enjoyable experience for some users, while others faced challenges, such as small text size, customization options and slow connectivity issues.

In terms of user experience, employees had mixed feelings about using avatars for work. Some saw it as a way to express themselves without the pressure of using a camera, especially for employees with social anxiety or who are neurodivergent. However, others found avatars distracting and felt that they created barriers by inhibiting natural conversation flow, diminishing human connection and the ability to read lips.

Employee Accessibility Questionnaire

From May 27 to June 28, 2024, the Hub conducted an employee questionnaire to assess the Department's overall awareness on accessibility as well as progress on its journey to become barrier-free.

The 99 respondents were asked about their degree of familiarity with accessibility-related issues, their knowledge on accessibility-related information and resources within the Department, and their level of satisfaction with the Hub's actions and services, among others.

Findings revealed that:

• 90% of respondents are informed about accessibility.
• 84% of respondents are informed about the different kinds of barriers persons with disabilities may face.
• 53% of respondents know where to go in the Department to find accessibility-related information and resources.
• 30% of respondents have contacted the Hub over the past twelve months;  among them, 77% were satisfied with the level of service.
• 43% of respondents think some progress has been made regarding the Department's actions in order to advance the accessibility culture shift.

The findings will serve as a baseline to measure progress over time. They will also be considered in the development of the next iteration of the departmental Accessibility Plan for 2026-28.

Consultation on accessible dashboards and data visualizations using Power BI

As indicated in the "More training needed" section under Barrier 3.3, members of the Accessibility Testers Group were invited to participate in one-on-one accessibility testing sessions to ensure that everyone could read and understand the tested data visualizations and dashboard templates.

Members reported technical issues or challenges. In some cases, the facilitator was able to provide an immediate solution. More complex cases required additional fine-tuning. For example, based on the feedback provided, the colours of the bar graphs were altered to darker shades of the same colour to meet the WCAG standard on accessibility guidelines, using the accessibility features in Power BI. The tab order of the templates was reorganized to accommodate how people would generally navigate a dashboard.

Feedback

Under the Accessible Canada Act, the Department is required to establish a process for receiving and responding to feedback about the barriers employees and other people (for example, clients, suppliers, the public) face when interacting with the organization.

In 2024, the Department received fewer than five submissions through its anonymous feedback form on accessibility. A recurrent concern raised by employees was the new hybrid work requirement with increased office days. Some people feared it would create new barriers due to limited office space and unreliable public transit. They also expressed frustration that persons with disabilities had not been involved in the decision-making process. Also mentioned was the ergonomic and reserved workstations. Some employees expressed their satisfaction with their assigned workstation and suggested adding ergonomic features to regular workstations to reduce barriers. However, a few shared that some of the equipment was not set up correctly and needed more monitoring.

Throughout the year, the Hub addressed issues that were brought forward by working directly with other departmental teams (such as IT and Accommodations). Details can be found throughout the Report. However, some issues remain, such as the timeliness of obtaining more complex tools.

Conclusion

In 2024, the Department continued its efforts to break down barriers for employees with disabilities and include accessibility in the development of policies, programs and services.

"Progress over perfection. If you wait until everything is perfect, you'll never get anything done. So, just do it!", as highlighted by Stephanie Cadieux, Canada's Chief Accessibility Officer, during the department-wide event to commemorate the 2024 National AccessAbility Week.

Looking forward, the Department will continue to advocate for accessibility and work towards meeting the Accessible Canada Act's commitment to creating a barrier-free Canada by 2040.

Annex: Status of priority actions and measures outlined in INFC's Accessibility Plan 2023-25

Areas of the Accessible Canada Act	Priority actions & barriers	Measures	Sub-measures	Time of creation	Status
Employment	Priority Action 1: Build a centre of expertise for accessibility as a partner for priority areas and to coordinate/fund accommodation	NA	NA	2023-25 Accessibility Plan	Completed in 2023
Employment	Priority Action 2: Pursue the recruitment of persons with disabilities to meet Workforce Availability targets by 2025	Employment Equity Self-identification campaign	NA	2023-25 Accessibility Plan	Completed before the publication of the Plan
Employment	Priority Action 2: Pursue the recruitment of persons with disabilities to meet Workforce Availability targets by 2025	Recruitment measures taken to prioritize hiring persons with disabilities	NA	2023-25 Accessibility Plan	Ongoing
Employment	Priority Action 2: Pursue the recruitment of persons with disabilities to meet Workforce Availability targets by 2025	Target hiring of students with disabilities	NA	2023-25 Accessibility Plan	Ongoing
Employment	Priority Action 2: Pursue the recruitment of persons with disabilities to meet Workforce Availability targets by 2025	Employment Systems Review	NA	2023-25 Accessibility Plan	Completed in 2024
Employment	Priority Action 2: Pursue the recruitment of persons with disabilities to meet Workforce Availability targets by 2025	Diversity, Equity and Inclusion Strategy and Action Plan for 2024-27	NA	2024 Progress Report	In progress
Employment	Priority Action 2: Pursue the recruitment of persons with disabilities to meet Workforce Availability targets by 2025	Modernized Self-Identification Questionnaire	NA	2023-25 Accessibility Plan	On hold
Employment	Barrier 1.3: Emotional labour of self-advocacy and providing proof of disability	The Government of Canada Workplace Accessibility Passport	Promote and offer info-sessions on the GC Workplace Accessibility Passport to employees and managers	2023-25 Accessibility Plan	Ongoing
Employment	Barrier 1.3: Emotional labour of self-advocacy and providing proof of disability	Recruitment measures taken to lessen the emotional labour of self-advocacy and providing proof of disability	NA	2023-25 Accessibility Plan	Ongoing
Employment	Barrier 1.3: Emotional labour of self-advocacy and providing proof of disability	Adapt practices based on amendments made to the Public Service Employment Act	Evaluate the assessment methods to identify and reduce biases or barriers against persons with disabilities	2023 Progress Report	Ongoing
Employment	Barrier 1.3: Emotional labour of self-advocacy and providing proof of disability	Adapt practices based on amendments made to the Public Service Employment Act	Conduct a pilot project to test new assessments methods	2023 Progress Report	On hold
Employment	Barrier 1.4: Limited interpretation of disability and how it manifests in the broader environment	Creation of the Anti-Racism, Equity and Inclusion (AREI) Division and themed learning journeys by this team to raise awareness on Employment Equity groups, including persons with disabilities	NA	2023-25 Accessibility Plan	Completed before the publication of the Plan
Employment	Barrier 1.4: Limited interpretation of disability and how it manifests in the broader environment	Awareness through staffing advice	NA	2023-25 Accessibility Plan	Covered under Barrier 1.3
Employment	Barrier 1.4: Limited interpretation of disability and how it manifests in the broader environment	Awareness through training and learning activities	NA	2023-25 Accessibility Plan	Ongoing
Employment	Barrier 1.4: Limited interpretation of disability and how it manifests in the broader environment	Awareness through onboarding	NA	2023-25 Accessibility Plan	Completed in 2023
Employment	Barrier 1.5: Lack of community and sense of belonging for persons with disabilities	Career development programs offering a sense of belonging and community for persons with disabilities	NA	2023-25 Accessibility Plan	Covered under Barrier 1.6
Employment	Barrier 1.5: Lack of community and sense of belonging for persons with disabilities	Creation of the Anti-Racism, Equity and Inclusion Division	NA	2023-25 Accessibility Plan	Completed before the publication of the Plan
Employment	Barrier 1.5: Lack of community and sense of belonging for persons with disabilities	Accessibility Committee, led by employees who identify as persons with disabilities	NA	2023-25 Accessibility Plan	Ongoing
Employment	Barrier 1.5: Lack of community and sense of belonging for persons with disabilities	Encourage employees to get involved in the departmental accessibility community	NA	2023 Progress Report	Ongoing
Employment	Barrier 1.6: Limited opportunity and support for career progression	Career development programs are in place, which are specifically designed to support career progression for employment equity-deserving groups	NA	2023-25 Accessibility Plan	Ongoing
Employment	Barrier 1.7: Increased risk of facing harassment and experiencing stress/anxiety on the job	Raise awareness via mandatory training	NA	2023-25 Accessibility Plan	Completed in 2024
Employment	Barrier 1.7: Increased risk of facing harassment and experiencing stress/anxiety on the job	Monitor formal and informal complaints and grievances to identify trends and corrective measures	NA	2023-25 Accessibility Plan	Ongoing
Employment	Barrier 1.7: Increased risk of facing harassment and experiencing stress/anxiety on the job	Engage in cyclical review of harassment policy to identify and address any gaps	NA	2023-25 Accessibility Plan	Ongoing
Built environment	Barrier 2.1: "One-size-fits-all" approach for designing post-pandemic offices and hybrid work plans	Work with Public Services and Procurement Canada (PSPC) to continue improving workspaces	NA	2023-25 Accessibility Plan	Ongoing
Built environment	Barrier 2.1: "One-size-fits-all" approach for designing post-pandemic offices and hybrid work plans	Creation of the INFRAfuture Secretariat	NA	2023-25 Accessibility Plan	Completed before the publication of the Plan
Built environment	Barrier 2.1: "One-size-fits-all" approach for designing post-pandemic offices and hybrid work plans	Test workplace accessibility with employees	NA	2023 Progress Report	Ongoing
Built environment	Barrier 2.1: "One-size-fits-all" approach for designing post-pandemic offices and hybrid work plans	Assigned workspaces for accessibility	NA	2023 Progress Report	Ongoing
Built environment	Barrier 2.2: Limited awareness of accessibility features in the physical workplace	Information provided to employees	NA	2023-25 Accessibility Plan	Covered under Barrier 2.5 and Barrier 5.2
Built environment	Barrier 2.3: Adapting evacuation plans instead of including persons with disabilities at the design stage	Consult persons living with disabilities, update the plan to reflect their needs and concerns and practice	Review and update the emergency evacuation procedures	2023-25 Accessibility Plan	Completed in 2023
Built environment	Barrier 2.3: Adapting evacuation plans instead of including persons with disabilities at the design stage	Consult persons living with disabilities, update the plan to reflect their needs and concerns and practice	Equipping persons requiring assistance with walkie-talkies	2023 Progress Report	Completed in 2024
Built environment	Barrier 2.3: Adapting evacuation plans instead of including persons with disabilities at the design stage	Raise awareness of assistance available to employees requiring aid during building evacuations	NA	2023-25 Accessibility Plan	Ongoing
Built environment	Barrier 2.4: Availability of contacts for immediate assistance and for reporting accessibility issues	NA	NA	2023-25 Accessibility Plan	Completed in 2024
Built environment	Barrier 2.5: Navigating ergonomic assessments, particularly while working at home	Raise awareness of current ergonomic options available and offer virtual ergonomic coaching sessions	NA	2023-25 Accessibility Plan	Completed before the publication of the Plan
Built environment	Barrier 2.5: Navigating ergonomic assessments, particularly while working at home	Offer support to employees requiring an ergonomic assessment	NA	2023 Progress Report	Ongoing
Information and communication technologies	Barrier 3.1: Growing need for the right technology to support persons with disabilities in their work	Provision of IT equipment	NA	2023-25 Accessibility Plan	Ongoing
Information and communication technologies	Barrier 3.1: Growing need for the right technology to support persons with disabilities in their work	Viva Insights - Early Adopters pilot	NA	2024 Progress Report	Completed in 2024
Information and communication technologies	Barrier 3.2: Challenges with person-first collaboration in a hybrid environment	Good start with Microsoft (MS) Teams	NA	2023-25 Accessibility Plan	Ongoing
Information and communication technologies	Barrier 3.2: Challenges with person-first collaboration in a hybrid environment	Keep informed of new accessibility features and raise issues	NA	2023 Progress Report	In progress
Information and communication technologies	Barrier 3.2: Challenges with person-first collaboration in a hybrid environment	Enable Microsoft Teams' avatar function	NA	2024 Progress Report	Completed in 2024
Information and communication technologies	Barrier 3.3: Fragmented knowledge and limited functional training of best practices for ICT accessibility	More training needed	NA	2023-25 Accessibility Plan	Completed in 2024
Information and communication technologies	Barrier 3.3: Fragmented knowledge and limited functional training of best practices for ICT accessibility	Hire an ICT expert specialized in accessibility	NA	2023 Progress Report	Completed in 2023
Information and communication technologies	Barrier 3.4: Limited ways for users to provide regular feedback on ICT-specific accessibility issues	Client Satisfaction survey	NA	2023-25 Accessibility Plan	Completed before the publication of the Plan
Information and communication technologies	Barrier 3.4: Limited ways for users to provide regular feedback on ICT-specific accessibility issues	Monitoring IT tickets for accessibility issues	NA	2023 Progress Report	In progress
Information and communication technologies	Barrier 3.4: Limited ways for users to provide regular feedback on ICT-specific accessibility issues	Feedback questionnaire on new boardrooms at 180 Kent	NA	2023 Progress Report	Completed in 2023
Communication, other than information and communication technologies	Barrier 4.1: Information is not always accessible to all employees	Information sent out to employees to adhere to accessibility best practices	NA	2023-25 Accessibility Plan	Ongoing
Communication, other than information and communication technologies	Barrier 4.1: Information is not always accessible to all employees	Ensure that all corporate templates adhere to accessibility best practices	NA	2023-25 Accessibility Plan	Completed in 2024
Communication, other than information and communication technologies	Barrier 4.1: Information is not always accessible to all employees	Improve accessibility of the intranet	NA	2023-25 Accessibility Plan	Ongoing
Communication, other than information and communication technologies	Barrier 4.1: Information is not always accessible to all employees	Improve accessibility of departmental data	NA	2023-25 Accessibility Plan	Covered under Barrier 3.3
Communication, other than information and communication technologies	Barrier 4.1: Information is not always accessible to all employees	Develop a checklist for accessible content	NA	2023 Progress Report	Completed in 2024
Communication, other than information and communication technologies	Barrier 4.2: Departmental events and activities are not always inclusive and accessible to all employees	MS Teams	NA	2023-25 Accessibility Plan	Covered under Barrier 3.2
Communication, other than information and communication technologies	Barrier 4.2: Departmental events and activities are not always inclusive and accessible to all employees	Promote best practices and resources	NA	2023-25 Accessibility Plan	Ongoing
Procurement of goods, services and facilities	Barrier 5.1: Consulting after procurement instead of involving persons with disabilities early in the process	Work with Public Services and Procurement Canada (PSPC)	NA	2023-25 Accessibility Plan	Ongoing
Procurement of goods, services and facilities	Barrier 5.2: Complex process for procuring the services of external service providers	Client support provided	NA	2023-25 Accessibility Plan	Ongoing
Procurement of goods, services and facilities	Barrier 5.2: Complex process for procuring the services of external service providers	Establish contracts for accessibility	NA	2023-25 Accessibility Plan	Completed in 2024
Procurement of goods, services and facilities	Barrier 5.2: Complex process for procuring the services of external service providers	Make procurement process information accessible	NA	2023-25 Accessibility Plan	Covered under Barrier 4.1
Procurement of goods, services and facilities	Barrier 5.3: Challenges of targeting procurement activities towards underrepresented groups	The Pilot: Procurement of Employment Systems Review	NA	2023-25 Accessibility Plan	Completed before the publication of the Plan
Design and delivery of programs and services	Barrier 6.1: Policy design regularly prioritizes other concerns over accessibility	Gender-based Analysis Plus work	NA	2023-25 Accessibility Plan	In progress
Design and delivery of programs and services	Barrier 6.2: Unclear requirements for accessibility in programs	Communities and Infrastructure Programs Branch identified work to be done	Conduct an assessment of core programs to determine whether biases and accessibility barriers exist	2023-25 Accessibility Plan	In progress
Design and delivery of programs and services	Barrier 6.2: Unclear requirements for accessibility in programs	Communities and Infrastructure Programs Branch identified work to be done	Include accessibility-specific indicators and performance metrics in new programs	2023-25 Accessibility Plan	In progress
Design and delivery of programs and services	Barrier 6.2: Unclear requirements for accessibility in programs	Communities and Infrastructure Programs Branch identified work to be done	Ensure that program materials and portals are accessible and in compliance with plain language and accessible Web design standards, that all programs are available in multiple service delivery channels, and that the availability of alternate formats for documents/materials	2023-25 Accessibility Plan	In progress
Design and delivery of programs and services	Barrier 6.2: Unclear requirements for accessibility in programs	Communities and Infrastructure Programs Branch identified work to be done	Work with legal services and contracting units to develop wording to include in the statement of work/selection criteria regarding usability by all as a contractual obligation	2023-25 Accessibility Plan	On hold
Design and delivery of programs and services	Barrier 6.3: Gap in the availability of information, data and ongoing feedback mechanisms on accessibility	Accessibility-specific questions	NA	2023-25 Accessibility Plan	Ongoing
Design and delivery of programs and services	Barrier 6.3: Gap in the availability of information, data and ongoing feedback mechanisms on accessibility	Explore how to expand information and data and to maximize their use	NA	2023-25 Accessibility Plan	Completed in 2024
Design and delivery of programs and services	Barrier 6.3: Gap in the availability of information, data and ongoing feedback mechanisms on accessibility	Consultations	NA	2023-25 Accessibility Plan	In progress
Design and delivery of programs and services	Barrier 6.4: Fragmented knowledge and limited functional training on accessibility for policy and programs	More awareness and training on accessibility is needed	NA	2023-25 Accessibility Plan	Ongoing
Transportation	NA	Collecting GBA Plus data on equity in transportation	NA	2023 Progress Report	Completed in 2024
Transportation	NA	Addressing the transportation data gap for persons with disabilities	NA	2024 Progress Report	In progress
Transportation	NA	Advancing accessibility through federally-funded sustainable transportation projects	NA	2024 Progress Report	In progress

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