The 2024 Progress Report on the 2023–2025 Innovation, Science and Economic Development Canada Accessibility Plan

General

Note: The 2024 Progress Report on the 2023–2025 Innovation, Science and Economic Development Canada Accessibility Plan follows the requirements and guidelines provided in the Accessible Canada Act (the Act) and the Accessible Canada Regulations (the Regulations).

The following progress report highlights the progress made on the goals outlined in the Innovation, Science and Economic Development Canada (ISED) Accessibility Plan. The Accessibility Plan was published on December 28, 2022, and describes the department's accessibility practices and programs in relation to identifying, removing and preventing barriers.

The ISED Accessibility Secretariat would like to gratefully acknowledge the valuable contributions of:

• members of the ISED Persons with Disabilities Network
• members of the ISED Accessibility Feedback Panel
• employees in the Office of the Superintendent of Bankruptcy
• staff in the Office of the Chief Equity and Inclusion Officer
• the ISED senior management team.

Contact information for feedback

At ISED, the Director General of the Human Resources Branch, with support from the Accessibility Secretariat, is responsible for receiving feedback on barriers, progress and areas for improvement. The Accessibility Secretariat of the Human Resources Branch is the author of the Progress Report. You may contact the Director General to request a copy of the Progress Report, the Description of the Feedback Process or the Accessibility Plan in an alternate format.

Alternate formats

The public can request ISED's progress reports, the Accessibility Plan or the Description of the Feedback Process in alternate formats through the following methods:

Online – Visit the Accessibility at Innovation, Science and Economic Development Canada web page and complete the Accessibility Feedback Form (anonymous option available).

Email – Send feedback to ISED at ISEDAccessibilityPlan-PlandAccessibilitedISDE@ISED-ISDE.gc.ca

Mail – Mail feedback to ISED at:

Accessibility Secretariat
Innovation, Science and Economic Development Canada
C.D. Howe Building
235 Queen Street
1 East Tower, Postal Box 11
Ottawa, Ontario
K1A 0H5
Canada

Telephone – Call the ISED Citizen Services Centre during business hours (8:30 am to 5:00 pm (Eastern Time).

Telephone (toll-free in Canada): 1-800-328-6189
Telephone (Ottawa): 613-954-5031
TTY: 1-866-694-8389

Fax – Send a fax to the ISED Citizen Services Centre at 343-291-1913.

ISED employees can use the internal Accessibility Feedback Form available on the ISED intranet main page to report barriers.

Feedback on accessibility will be acknowledged using the same method it was received, according to ISED Citizen Services Centre service standards. Anonymous feedback will be processed, but not acknowledged.

Application

The Progress Report applies to the following sectors and organizations:

• Audit and Evaluation Branch
• Canadian Intellectual Property Office
• Competition Bureau Canada
• Corporate Management Sector
• Digital Transformation Service Sector
• Industry Sector
• Innovation Canada
• ISED Legal Services
• Office of the Chief Equity and Inclusion Officer
• Office of the Corporate Secretary
• Office of Life Sciences and Biomanufacturing Readiness
• Ombuds Office
• Science and Research Sector
• Small Business, Tourism and Marketplace Services Sector
• Spectrum and Telecommunications Sector
• Strategic Communications and Marketing Sector
• Strategy and Innovation Policy Sector

The Progress Report also applies to the Office of the Superintendent of Bankruptcy (OSB). Although the OSB is listed in Schedule IV of the Financial Administration Act, it is under ISED's financial structure and is not considered a separate entity in terms of financial reporting in the department. Therefore, OSB is included in the organizations to which the Accessibility Plan and Progress Report apply.

Introduction

The 2023–2025 Innovation, Science and Economic Development Canada Accessibility Plan was published on December 28, 2022. It describes the department's accessibility practices and programs in relation to identifying, removing and preventing barriers.

The 2024 ISED Progress Report highlights the progress made on the goals outlined in the Accessibility Plan, presents the feedback received through consultation sessions with ISED employees with and without disabilities, and outlines how feedback from barrier reports has been considered and applied to processes and programs in the department.

Areas described under section 5 of the Act

This section outlines the priority areas of our Accessibility Plan and discusses ISED's progress in achieving ongoing 2023 goals and the goals for 2024.

Priority area 1: Culture

Culture is a critical priority area as it influences all other areas. ISED is committed to the development and promotion of an inclusive culture for employees. This is why the department included culture as a priority area in its Accessibility Plan and progress reports.

ISED's commitment to culture is reflected by the department's involvement in the International Day of Persons with Disabilities (IDPD) and National AccessAbility Week (NAAW) initiatives. Each year, ISED hosts an opening ceremony for its employees during NAAW as well as other events. Past speakers have included federal public servants with disabilities who have shed light on their lived experiences and priority area leads who have outlined exactly what progress is being made in their respective areas. At ISED, NAAW is not only a time to celebrate persons with disabilities and the department's accessibility achievements but also an opportunity to be transparent to employees about the initiatives taking place and to spread awareness about the important issues within the persons with disabilities community.

In 2024, ISED supported Fisheries and Oceans Canada (DFO) as it became the new lead department for organizing events for IDPD. ISED collaborated closely with the DFO team by sharing relevant documents and resources and providing valuable insights to help them shape the day's activities.

2023 Goals

Goal 1: Promote the completion of the Accessibility Matters training.

As of September 2024, 74.64% of ISED employees have completed the Accessibility Matters at ISED training. Our goal is to achieve an 80% completion rate, and the Accessibility Secretariat is actively promoting this training through various channels, including the onboarding process of new employees, sector presentations, ISED Central newsletter articles, and the newsletter for the managers' community. Employees are also required to complete the training and provide their certificate of completion if they wish to join the Accessibility Ambassadors program. This increases completion rates and ensures that ambassadors have a solid foundation of accessibility knowledge.

In the summer of 2024, the Accessibility Secretariat conducted its yearly review of the Accessibility Matters training to ensure its content is current and accurate. Following the changes to the course content, an ISED Central article was circulated to employees to raise awareness of the changes and encourage employees to review the material, even if they had already completed the training.

Goal 2: Support each member of management in receiving training on accessibility and ableism.

As part of our commitment to promoting leadership development and fostering a healthy and inclusive workplace, ISED organized and led the open discussions for managers on accessibility and accommodations during National AccessAbility Week 2024. This initiative included one session in English and one in French aimed at enhancing managers' understanding of accessibility issues and accommodations. Some 34% of all ISED managers attended the open discussions; the majority of survey respondents expressed satisfaction, with attendees reporting a strong positive experience and no one indicating dissatisfaction. The event was developed in response to feedback received during ISED consultations on the Accessibility Plan, as well as insights from the 2023 Progress Report. By addressing these suggested needs, the sessions were designed to elevate awareness and improve managerial practices related to accessibility and ableism.

In addition, the ISED Manager Development Program integrates elements of the leadership profile, including attributes such as empathy and psychological safety. Starting in November 2024, the program's orientation guide will include accessibility-specific information to equip new managers with the necessary knowledge and tools to support an inclusive work environment.

Goal 3: Implement the strategy to promote the Guide to Accessible Meetings and Invitations across ISED. Support all sectors in following the guide.

The Accessibility Secretariat effectively advanced the Guide to Accessible Meetings and Invitations by actively promoting it and integrating it into ISED's practices. This initiative aims to ensure that all sectors adhere to accessibility standards and support inclusive meeting environments. The Accessibility Secretariat provided information sessions at branch and sector-wide meetings upon request. Information sessions were also provided to administrative assistants in assistant deputy ministers' and director generals' offices. Six additional information sessions were conducted between July and November 2024 for employees across the department. The sessions were promoted through various channels, including internal newsletters and TV displays in ISED offices. Additionally, before the start of the 2024 Government of Canada Workplace Charitable Campaign (GCWCC) at ISED, the Secretariat provided summary documents of the Guide to Accessible Invitations and Meetings to GCWCC volunteers. This was in an effort to better prepare the volunteers for creating more accessible invitations and other communications products.

The Accessibility Secretariat incorporated employee feedback to enhance its relevance and effectiveness. When the changes were verified, the Secretariat presented the updated Guide to the accessibility ambassadors and promoted the new information in ISED Central articles. In 2025, a feedback mechanism will be added to better measure the effectiveness of the guide for users.

2024 Goals

Goal 1: Re-evaluate goals based on barrier reports and consultations.

In 2024, the Accessibility Secretariat undertook a review and analysis of the barrier reports for each priority area. Reports were provided to the respective leads, summarizing the number of barrier reports since 2023, identifying common barriers, and assessing barriers as open, closed, or resolved. This analysis enabled leads to identify trends within their priority areas and determine whether existing goals need adjustments. As a result, Goal 2 for 2024 within the Culture priority area was refined to be more precise and quantifiable.

Goal 2: Gather and analyze available qualitative and quantitative data to better understand whether barriers to accessibility are compounded for employees with intersectional identities.

In 2024, ISED conducted an inclusion survey to understand and measure the evolution of employees' attitudes, perceptions and needs regarding inclusion, with the aim of fostering a more inclusive workplace culture. The survey achieved a response rate of 36%. A comprehensive analysis of this survey data, along with data from the Public Service Employee Survey and self-identification statistics, will be carried out in 2025. This analysis will focus on exploring the connections between equity-seeking people and accessibility, emphasizing the identification of positive trends and areas needing improvement. The findings will inform the development of refined strategies and actions to better support persons with disabilities and enhance overall inclusion in the workplace.

Goal 3: Publish updated ISED Gender-based Analysis Plus (GBA Plus) questionnaire and manual on the ISED intranet.

Throughout 2024, the Strategy and Innovation Policy Sector (SIPS) updated the ISED GBA Plus questionnaire and manual. These resources were launched and published on ISED's internal SharePoint sites along with the annual GBA Plus report, an equity gap assessment tool, data guidance and more.

Priority area 2: Employment

Initiatives and tools have been identified to better equip management in supporting employees and candidates with disabilities.

2023 Goals

Goal 1: Establish new external talent acquisition projects geared toward hiring persons with disabilities by focusing on the candidate experience, providing timely and relevant accommodations, and reducing bias and barriers in the assessment process.

ISED continues to advance its talent acquisition efforts by establishing strong partnerships with organizations and post-secondary institutions to enhance the recruitment of persons with disabilities. These partnerships help ISED access top talent and provide ongoing support to employees and hiring managers.

Notably, ISED has been engaged with the Canadian Network Supporting Inclusive Public Service Employment (CNSIPSE) through its LiveWorkPlay partnership, which supports persons with intellectual disabilities, autism and those with dual diagnoses in finding meaningful employment. As of June 2024, 15 employees at ISED were hired through LiveWorkPlay. This initiative earned ISED the 2024 Inclusive Employer Award for public-sector employment.

The pilot program with Accessible Career Transitions (ACT) to Employ at Carleton University is also progressing. This pilot aims to help employers better understand the experiences of students and new graduates with disabilities during the hiring process and to implement innovative recruitment and networking practices. The first round of interviews occurred in August 2024 for student positions at the Canadian Intellectual Property Office (CIPO), with several employment offers currently being extended. The pilot was expanded in fall 2024 to include new graduates.

Strategies involving user experience pulse surveys and questionnaires are in place to capture the experience of persons with disabilities hired through ACT to Employ and LiveWorkPlay to help improve the candidate experience, provide timely and relevant hiring accommodations, and reduce bias and barriers within the assessment process.

The net new hires count is calculated by subtracting the total number of net new departures from the total number of net new hires. The net new hire figure includes new indeterminate hires and new term hires external to the public service. The net new departure figure includes employees leaving due to end of term, resignation, retirement or other separation from the public service.

Goal 5: Engage with persons with disabilities to co-design improvements to the service delivery model of our Workplace Accommodation Centre.

In response to employee feedback from the Persons with Disabilities Network, ISED has significantly improved its accommodation processes. The Workplace Accommodation Centre (WAC) was rebranded as the Accommodations Resource Centre (ARC) in July 2024. After thorough collaboration with the network and other stakeholders in 2023, advancements included realigning the ARC's service vision, improving processes, clarifying roles, enhancing delivery capabilities, and updating data measurement and reporting. As a result, the ARC completed 401 accommodation requests in the last fiscal year. A new intake form and case management tool have also been launched, and consultations with the Champion for Accessibility and the co-chairs of the Persons with Disabilities Network are ongoing to explore additional improvements.

Moreover, ISED is participating as an implementation partner in the Better Accommodation Project (BAP) led by the Deputy Minister Champion for Federal Employees with Disabilities. Launched in September 2024, this one-year initiative is designed to drive transformative change in accommodations for federal employees with disabilities across the public service. Currently, a departmental BAP Tiger Team is in place to support the project by, for example, identifying promising solutions to test in 2025.

As an implementation partner, ISED is committed to improving the accommodation process for persons with disabilities within our department and working with other partners to test solutions, share best practices and learn together, while remaining committed to the "Nothing Without Us" principle.

2024 Goals

Goal 1: Establish tools, processes and initiatives facilitating the discovery, acquisition and mobilization of talent from various communities.

Employment-related goals were reassessed based on insights from various sources, including the What We Learned Report. The Report highlighted disparities in job application and hiring rates between individuals with disabilities and those without.

In response to the findings, the Human Resources Branch developed the Elevating Talent Recruitment for Equity, Diversity and Inclusion at ISED Initiative, led by the Innovative Recruitment and Assessment Team. This initiative aims to support sector heads in adopting a more intentional approach to recruiting persons with disabilities and people from other under‑represented groups.

Goal 2: Continue supporting the implementation of changes to ISED staffing policies and procedures (section 36 of the Public Service Employment Act), to foster meaningful change and agile staffing practices, including helping establish objective merit criteria, building diverse assessment boards, interrupting bias, and creating valid and reliable assessments.

In 2023, ISED conducted a thorough review and update of its staffing policies, tools and direction. The implementation strategy focused on inclusion by design and continuous learning. Human resources (HR) advisors received training on identifying, addressing and mitigating bias and barriers. Both in-person and online training sessions were provided in 2023, with additional guidance shared on an ongoing basis to support HR advisors in understanding and implementing the Public Service Employment Act (PSEA) changes, further supporting awareness-raising efforts. A communications strategy, which included initiatives like ISED's internal newsletter for employees as well as messages for managers from the Director General of the Human Resources Branch, was established to raise awareness and ensure understanding of the new requirements. Monitoring activities were completed in winter 2024 to assess the application and impact of the new provisions. Plans are in place to continue monitoring progress and ensure consistent application across ISED.

ISED is continuing to investigate and build on best practices in various areas such as building diverse assessment boards, interrupting bias and creating a valid and reliable assessment process. Continuous learning on how bias and barriers show up in the design and application of assessment methods will be crucial for driving meaningful change and agile staffing practices.

Goal 3: Monitor departmental hiring goals for persons with disabilities to ensure not only representation but also ISED's participation in the 5,000 net new hires project.

ISED has established processes to set and monitor departmental hiring goals for persons with disabilities. Data on the recruitment, hiring and retention of persons with disabilities is regularly collected and monitored using Cognos BI tools and people management dashboards. To ensure accountability and drive improvements, data on the representation of persons with disabilities is regularly reported and shared at various management levels, including with assistant deputy ministers and director generals.

Gaps in representation continue to exist for persons with disabilities, but progress has been made. The representation of employees with disabilities, especially supervisors, has improved since April 1, 2021, with an increase of 3.3%. Persons with disabilities currently represent 6.5% of ISED supervisors. The overall representation of persons with disabilities has increased from 4.6% to 7.3%for the same period. ISED has also successfully closed the representation gap at the executive level. While there has been a positive trend for persons with disabilities at the non‑executive level, we do not yet meet workforce availability (-106).

Between April 2020 and October 2024, ISED hired 198 term and indeterminate employees with disabilities from outside the public service, with 111 of these employees retained (111 net new hires). Retention remains a challenge, and additional efforts are required to close the remaining representation gap.

Priority area 3: Built environment

ISED recognizes that an accessible built environment helps everyone. The department has taken measures to ensure a more inclusive and welcoming environment where all employees can perform to the best of their ability.

2023 Goals

Goal 3: Proactively identify areas with unsecured and excess cables and wires for electronic equipment. Find solutions and develop a standard to clean up the wires and cables to prevent tripping hazards.

ISED's GCworkplace Pilot Project has resulted in the installation of new workstations and the reconfiguration of existing workstations. Consequently, the installation of cables is being closely monitored to prevent tripping hazards. Velcro straps have been identified as a solution for cable and wire tripping hazards with minimal impact to the current workstations. Continued assessment of the use of the Velcro straps will occur, especially given the greater on-site presence requirement that began in September 2024, with the intention of this approach becoming the standard if the cables and wires are not already secured as part of the furniture.

Goal 4: Implement the feedback received during the testing of the review of life safety systems for emergencies.

The Security Services Directorate is working closely with Brookfield Global Integrated Solutions to incorporate visual notification appliances for those with hearing disabilities into the existing fire and life safety system within the C.D. Howe Building (Ottawa). A consultant was retained in July 2024. The consultant is in the process of creating the drawings for the contractor to complete the installation of the visual notification appliances in fiscal year 2025–2026.

Goal 5: The review of circulation paths, automated door openers, reception decks and service counters in ISED buildings across the country is completed. Work to address the remaining 9% of barriers identified will continue.

Service providers have raised concerns regarding project delivery timelines in some locations, particularly in the regions. As a result, work, varying in size and project scope, in 11 of the original 40 locations has carried over into the 2024–2025 fiscal year, with completion required by the end of the fiscal year. All projects have been initiated and are either in the planning or construction phase.

Recent assessments of ISED's office spaces have been conducted in line with the Government of Canada's 10-year Office Portfolio Reduction Plan (OPRP), which requires a 50% reduction in office space. Reviews of the new project locations and their timelines are also under way. Where ISED's occupancy duration has been reduced due to a relocation or consolidation into a new location within a short period of time, the project scope will be assessed and/or has been modified. Where modifications to the project scope occur, door operators will continue to be installed at the main entrances and main interior spaces to ensure circulation within the space remains accessible.

2024 Goals

Goal 1: Address 50% of signage-related barriers identified in 2023 (year 1 of 2).

The Corporate Facilities Directorate is actively requesting and monitoring updates from the Treasury Board of Canada Secretariat (TBS) on the revised Federal Identity Program (FIP) signage standards. Once these standards are released, a comprehensive review of ISED's existing signage will be conducted to identify any necessary adjustments.

In the interim, a wayfinding signage package was created as part of ISED's GCworkplace Pilot Project. This new signage is designed to meet the current FIP, with additional features that are anticipated as part of the FIP standards update. These features include matte finishes to enhance visibility and Braille for accessibility. The signage has recently been installed on the 1st and 5th floors of the West Tower in the C.D. Howe Building, with positive feedback received from ISED employees. By the end of the 2024–2025 fiscal year, this new signage will be installed on the 6th and 8th floors of the East Tower.

Goal 2: Provide the 2023 washroom accessibility findings to Public Services and Procurement Canada (PSPC) and seek PSPC's engagement for corrective action.

The business case approval associated with the PSPC-led all-access washroom construction project at the C.D. Howe Building was recently received. Delays were encountered with the launch of the project; the construction tender drawings are to be completed by the end of 2024–2025 fiscal year, with construction to start in July 2025. Given the large scope of the project, it is expected that not all the six original washrooms will be completed by fiscal year 2025–2026. The remaining washrooms will be completed within the following two fiscal years.

Moving forward, as ISED's overall spaces are reviewed, all findings about washroom accessibility will be reported to PSPC for their corrective action and/or assistance with project support.

Goal 3: Designate one enclosed room per building location as a "reflection room" for people with invisible disabilities to access when they need to be alone, and identify associated modifications required.

In response to the Government of Canada's 10-year Office Portfolio Reduction Plan (OPRP), which involved assessing ISED's office spaces, projects to build multi-faith prayer and reflection rooms and sensitivity/refuge workspaces were temporarily paused. With the OPRP anticipated to be finalized by the end of calendar year 2024, locations for these rooms will be confirmed and the planning of these spaces will resume.

Additionally, as part of ISED's Inclusive Workplace Plan, a sensitivity/refuge workspace has been built in the Library Square Tower in Vancouver and on the 1st floor of the West Tower in the C.D. Howe Building. Construction of similar spaces is under way on the 6th floor of the East Tower in the C.D. Howe Building, which began in September 2024. Across the department, two additional sensitivity/refuge workspaces will be planned for each fiscal year, starting in 2025–2026.

Priority area 4: Information and communication technologies (ICT)

In the current period of remote and hybrid work, barrier-free access to information, tools, technology and meeting spaces is crucial for ensuring that all employees can perform their duties effectively.

2023 Goals

Goal 1: Give training to all sector managers on how to make accessible documents, especially on how to make accessible documents for screen readers.

The Accessibility Secretariat is committed to equipping employees with the skills needed to create accessible documents. In 2024, several training sessions were conducted to educate employees and managers on developing accessible documents. In addition to these sessions, accessibility ambassadors, representatives from each sector across ISED, receive training on key topics, including the use of plain language, the importance of alternative text to support screen readers, and basic principles for creating accessible communication products. Equipped with this knowledge, these ambassadors coach their colleagues and disseminate resources, thereby ensuring that accessibility knowledge is integrated throughout the department.

Furthermore, a new presentation was developed to highlight practical strategies for enhancing workplace accessibility. This presentation includes tips on using accessible fonts and other best practices. Overall, the Accessibility Secretariat has delivered 22 presentations across the department on topics such as practical tips, plain language, alternative text and Microsoft 365 products.

In 2025, a feedback mechanism will be added to better measure the effectiveness of the training offered.

2024 Goals

Goal 1: ISED will comply with the requirements of the upcoming standard on ICT accessibility.

Release of the Treasury Board of Canada Secretariat (TBS) standard on ICT accessibility is pending; in the meantime, ISED is adhering to the national Accessibility Standards Canada requirements for ICT products and services, which align with the original standard from the European Committee for Standardization. ISED remains proactive in seeking updates from TBS regarding the anticipated ICT standard.

Goal 2: Reassess the accessibility of the BURO application for reserving workspaces at ISED. Implement changes, if needed.

This goal is ongoing, as new features are regularly released. An active support team is dedicated to the BURO application, addressing accessibility concerns as they arise. Each new feature undergoes a quality assurance process that includes comprehensive accessibility reviews. Employees can anonymously provide accessibility feedback directly through the BURO application if they encounter barriers.

Goal 3: Review accessibility standards to improve the software and hardware assessment process and reduce potential barriers to accessibility.

The review of software and hardware is under way. Assessment frameworks are being developed to evaluate the accessibility of software and hardware being adopted at ISED. The Accommodations Resource Centre was consulted on the development of the software checklist. This checklist has been completed and was submitted to Accessibility, Accommodation and Adaptive Computer Technology (AAACT) in December 2024 for review.

Goal 4: Review technology in select ISED boardrooms to identify supportive equipment for a broad range of disabilities and continue supporting boardrooms that have been identified as having accessibility barriers.

The review of the technology and accessibility in ISED boardrooms was completed. Assessment standards were established through consultations with departments, including Shared Services Canada and Public Services and Procurement Canada. Supportive equipment continues to be identified and deployed, with notable enhancements such as assistive hearing technology and boom microphones installed in select boardrooms at C.D. Howe. The number of boardrooms with supportive or updated equipment installed is being tracked as a mechanism to measure user satisfaction. As of October 2024, 69% (210 out of 303) of planned boardroom installations have been completed.

Priority area 5: Communication, other than ICT

Communication is fundamental to learning, staying informed and sharing information across the department. To ensure all employees have equitable access to information, ISED is prioritizing accessible communications products and events.

2023 Goals

Goal 2: Make sure that ISED branded templates and ISED corporate templates are accessible.

In late 2023, the Strategic Communications and Marketing Sector (SCMS), through the Accessibility Feedback Panel, consulted employees with disabilities regarding new ISED branded and corporate templates. Feedback was incorporated into the template development in 2024.

SCMS also reviewed and updated the intranet pages housing these templates, removing outdated and inaccessible options. This goal is complete, with the SCMS "Store" intranet page now featuring the new PowerPoint and Word templates that adhere to ISED's updated corporate identity and accessibility standards.

Goal 3: Make sure that all corporate ISED-wide events (in person or virtual) have sign language interpretation (American Sign Language and Quebec Sign Language) and closed captions for persons who are deaf or hard of hearing.

100% of corporate-wide events that involve the Deputy Minister's participation continue to offer American Sign Language, Quebec Sign Language and closed captioning.

To further support this goal, SCMS is working with partners—such as IT and Procurement—and clients to identify cost-effective solutions that improve service quality and participant experience. Additionally, SCMS is developing a framework that establishes shared responsibility for accessibility services across the department.

2024 Goals

Goal 1: Ensure all ISED communications comply with the Treasury Board of Canada Secretariat's (TBS) guidelines on making communication accessible (e.g. font type, layout, alternative text and plain language).

The SCMS Marketing team is committed to ensuring that marketing and communication annexes in partnership agreements and memoranda of understanding include language and resources that support compliance with TBS's guidelines for accessible communications in the creation of materials representing ISED and Government of Canada programs.

Additionally, the Marketing team has incorporated accessibility best practices into content developed for the web, email, app notifications and cross-promotional packages. This includes writing in plain language, using accessible font types, and ensuring proper text formatting for easy reading across all devices.

SCMS's Creative Services team has integrated key accessibility requirements into all design and video projects, aligning with TBS guidelines. This includes ensuring captions, descriptive transcripts and other essential features are part of the production process. Design best practices, such as maintaining proper colour contrast, avoiding flashing colours and balancing audio levels, are consistently followed to support accessibility across digital assets.

Accessible design principles and best practices are adhered to and incorporated into video production workflows and content creation. Accessibility products are also included in posting requirements. The video production team ensures that all videos are captioned and have descriptive transcripts accessible to screen reader software where necessary. Additionally, transcripts are available for all web-based content.

Advertising materials undergo non-partisan review and pre-testing, during which SCMS ensures that all accessibility guidelines are respected, including alternative text for digital ads, easy-to-read fonts, and layouts that are compliant with TBS standards. This is essential for campaigns with budgets exceeding $25,000, but the same principles are applied to smaller campaigns as well.

Goal 2: Promote the use of video remote sign language interpretation for ISED call centres.

The ISED Contact Centre promoted the use of video relay services on the Centre's internet site. The Contact Centre is also responsible for the @AskISED X account and made posts in late 2024 noting that video relay services are available to use when interacting with ISED agents. This work will continue in 2025 to ensure that clients across Canada are aware of all communication options.

Goal 3: In compliance with TBS guidance, all strategic communication pieces are written in plain language, with a target reading level of grade 5 to 8.

ISED complies with the Policy on Communications and Federal Identity to provide communications in accessible formats, ensure they visually reflect Canada's diversity and maintain readability at the appropriate level for audiences. Current targets are at or below the grade 8 level. Tools such as Flesch-Kincaid, Hemingway and Scolarius are used to verify clarity, and accessibility ambassadors are consulted prior to SCMS finalizing products.

The Citizen Experience team has established two sets of guidelines for drafting accessible communications products in both English and French, with one set based on plain language principles. Both guidelines were finalized, and templates for ministerial announcement products are being updated to reflect these standards.

Priority area 6: Procurement of goods, services and facilities

Effective procurement of physical assets, computer software and professional services is a key to achieving accessibility at ISED.

2023 Goals

Goal 1: ISED purchases accessible goods and services, when available.

ISED aims to consider accessibility from the start. ISED Contracts and Material Management (CMM) uses a mandatory accessibility form requiring that business owners evaluate accessibility requirements when identifying procurement needs. When an accessibility requirement is identified, CMM works with the business owner to identify capable vendors and provides support with regard to requirements under the Accessible Canada Act.

2024 Goals

Goal 1: Implement Public Services and Procurement Canada's (PSPC) accessible procurement guidelines at ISED.

To support PSPC's accessible procurement initiative, ISED has developed an accessibility form for goods or services. This form is used to document justifications when, after careful consideration, a client determines that accessibility either does not apply, is not appropriate, or cannot be obtained. The form is retained in the contracting file to record whether accessibility has been considered. This accountability mechanism encourages clients to prioritize accessibility from the outset of the procurement process and requires them to provide meaningful justifications when accessible options are not pursued.

Goal 2: Promote the Better Buying accessible procurement videos about the importance of accessible procurement.

The Better Buying accessible procurement videos will be posted to the Contracting intranet site by the end of the 2024–2025 fiscal year. A comprehensive communications strategy is currently being developed to promote these resources. The videos will be shared through various channels, including a message from the Deputy Minister, communications from the Chief Financial Officer, and articles in the internal newsletter to employees.

Goal 3: Provide accessibility training to procurement agents to help begin building accessibility standards and best practices into procurement activities.

In October 2024, the Accessibility Secretariat held a training session for procurement agents that focused on integrating accessibility principles into their daily work and communications. The Accessibility Secretariat will continue to collaborate with the Procurement lead to identify additional training opportunities in 2025.

Priority area 7: Design and delivery of programs and services

As a department that administers numerous grants and contribution programs and oversees various regulations, ISED must prioritize accessibility from the initial conception and design of programs to their delivery.

2023 Goals

Goal 1: Determine what programs and services to review with an accessibility lens. Figure out what barriers exist in these programs and services and find solutions to remove barriers.

In 2023 and 2024, the Office of the Chief Equity and Inclusion Officer developed the Equity Gap Assessment Toolkit to enhance the existing Gender-based Analysis Plus (GBA Plus) process. This toolkit, approved in July 2024, is intended to be used by policy, programs and services employees to identify and eliminate unintended barriers to access for equity-seeking clients, applicants and participants. When used at the onset of program design, the toolkit supports in-depth analysis that provides opportunities to identify unanticipated adverse consequences within proposed and existing policies, programs and services. This provides an opportunity to address the issues in order to increase participation and ensure greater stakeholder engagement.

2024 Goals

Goal 1: Review programs and services that are due for renewal this year. Determine accessibility issues and barriers and resolve them for each program and service during the review period.

ISED is committed to reviewing programs and services scheduled for renewal to identify and resolve any accessibility issues and barriers. To facilitate this process, ISED established the Grants and Contributions Modernization Steering Committee in the summer/fall of 2024. This committee will ensure adequate resources and attention are allocated to the accessibility reviews of new programs and those up for renewal.

Upon receiving approval from the steering committee, ISED will implement a target operating model that integrates accessibility requirements into all relevant processes.

Additionally, ISED is launching a new risk management framework for grants and contributions that will provide tools, processes, training and guidance to conduct formal monitoring and assess compliance with accessibility requirements. In 2025, the Corporate Management Sector will work with stakeholders to establish monitoring guidelines.

Goal 2: Make sure that all newly created forms and fillable forms are accessible.

ISED is transitioning its forms from non-accessible formats to accessible formats. As part of this process, the departmental risk assessment has been updated to an accessible web format. The Proposal Summary and Amendment forms were updated in late 2024 to the new accessible web format.

The Accessibility Secretariat is planning training sessions for programs and services employees in 2025. These sessions will focus on accessibility principles that can be used to ensure forms continue to be made accessible.

Priority area 8: Transportation

The Accessibility Secretariat is developing a more detailed transportation plan that includes concrete goals and identifies a priority area lead.

In 2024, the Accessibility Secretariat met with ISED's Champion for Accessibility, the Senior Fleet Management Advisor and employees with disabilities to identify potential accessibility gaps in transportation. Based on initial assessments, there were no evident issues related to transportation within the current scope of our department.

The Accessibility Secretariat will commence a review of ISED's taxi chit system and determine how to remove barriers if any are identified. Additional areas for examination will include accessible parking spaces, prioritization of snow removal around these spaces, and lockers and storage spaces for employees with disabilities and their equipment.  

Consultations

As outlined in ISED's Accessibility Plan, the department is committed to conducting annual consultations with persons with disabilities. The consultations for the 2024 Progress Report were held in August 2024 via Microsoft Teams.

Four focus groups were organized and offered multiple avenues for participants to provide input in their preferred official language, including via email submissions and one-on-one requests. Participants included members of the Persons with Disabilities Network and members of the ISED Accessibility Feedback Panel (77 employees), ISED accessibility ambassadors (55 employees) and employees from the Office of the Superintendent of Bankruptcy (48 employees).

This year's consultation questions (Annex A) continue to build on those from the Accessibility Plan consultations conducted in 2022. This approach was intentional, allowing us to identify trends, recurring themes and issues over time.

Progress over the last year (2024)

During the consultations, participants were asked about any improvements they had experienced in accessibility over the past year.

Many participants expressed appreciation for programs that support employees with disabilities and provide training on accessibility and disability-related topics. The Persons with Disabilities Network and the Neurodivergent Support Group were highlighted as valuable forums for guidance and connection among employees. Additionally, the Accessibility Ambassadors program, which has 230 members across the department, was recognized as a valuable resource. It was also noted that ISED hired a significant number of employees through the LiveWorkPlay employment program, contributing to the department being awarded the 2024 Inclusive Employer Award.

Across consultation sessions, participants noted an increase in awareness of accessibility among employees and senior management. They felt that team agendas include discussion time related to topics like accommodations. However, some stated that greater awareness must translate into actionable change.

Regarding ICT, there was a strong consensus that IT staff and support personnel were helpful and knowledgeable about accessibility features in software, assistive devices, MS Teams and boardroom equipment.

Overall, participants highlighted these positive changes to accessibility in 2024. However, they emphasized the need for ongoing efforts to remove existing barriers across all priority areas and prevent new ones from emerging by consulting with the ISED Accessibility Feedback Panel.

Recurring barrier themes

The Accessibility Secretariat has identified trends in reported barriers over the years. To facilitate the analysis, the same questions have been used to inquire about barriers in each priority area (Question 3 in Annex A). While new findings emerged in 2024, some barriers reported in 2022 and 2023 were reiterated in this year's consultation sessions.

Culture

The most frequently discussed barrier was the accommodations process. Participants described it as cumbersome, reliant on a medical model of disability, and focused on a "one-size-fits-all approach" despite the unique needs of each individual. Participants expressed optimism about the decision-making process being centralized in the future, which would empower employees to have a greater voice in shaping accommodations with less reliance on their manager. These findings echo those from the 2023 Progress Report, highlighting a commitment to refining the processes and attitudes toward accommodations.

Another prevalent topic was the role of managers and senior management. Participants noted inconsistencies in accessibility knowledge and treatment among senior leaders. While some employees felt well supported, others expressed frustration. However, both employees and managers recognized the opportunity for enhanced training on accessibility and accommodations to adequately support employees.

Furthermore, attitudes toward accessibility were noted as a barrier. While some participants acknowledged increased awareness at ISED, there is still room for progress. To some, accessibility has yet to become an integral part of the mindset; instead, products are retrofitted after completion. This presents an opportunity for ISED to foster a more proactive approach to accessibility, ensuring it is embedded in the design process from the outset.

Employment

In both 2022 and 2023, concerns were raised about telework policies and processes. The recent announcement of increased on-site presence for September 2024 prompted similar feedback this year. Participants expressed worries that the return-to-work policies could affect career advancement opportunities for persons with disabilities. Those who telework due to accommodations and who are at a non-commutable distance to Ottawa are worried that they will no longer be able to get extended term positions, acting promotions or lateral moves.

Participants echoed previous sentiments that returning to the office favours those residing in the National Capital Region for hiring opportunities, thereby impacting the number of persons with disabilities hired in the department. Participants highlighted that ISED should broaden its hiring strategies and enhance inclusivity by ensuring that diverse talent from across Canada is considered.

ISED remains committed to monitoring return-to-work policies and collaborating with employees with disabilities to enhance on-site experiences. In July 2024, the Accessibility Secretariat collaborated with the Champion for Accessibility and co-chairs to provide feedback on the Direction on Prescribed Presence in the Workplace and its impact on employees with disabilities. More work needs to be done, but the department is taking action to learn about the experiences and listen to the advice of persons with disabilities.

Built environment

With the increased on-site presence requirement, participants voiced concerns about barriers in office spaces, such as the uneven quality of desk chairs and the need for better storage solutions. These insights are valuable, and the Workplace Modernization Project aims to address these concerns; however, participants continue to feel the impact of the depersonalized workspaces.

As in previous years, air quality and scent-related issues were highlighted, and participants were concerned that related policies were not properly enforced. The promotion of the scent free policy as a Culture goal for 2025 should alleviate these concerns.

ICT

Participants shared that the quality of boardroom equipment varied depending on the room, especially in regard to audio quality. Some participants suggested the use of Owl cameras and acoustic panelling to improve audio quality. To address these issues, ISED has been undertaking a boardroom modernization project that is assessing boardroom technologies for improved experiences.

Communications

Participants predominantly discussed the lack of plain language writing within the department. Many felt that written communication often fails to consider the target audience, leading to complexity. Communications related to IT were noted as an area that needs improvement. Participants also mentioned that employees may rely too much on accessibility checkers. As a result, they focus on using short words rather than improving clarity.

Procurement

In the past two years, participants noted that the processes associated with procuring accessibility services are burdensome and complex. There is a strong desire for standardized contracts and central funds to streamline processes and enhance support for employees.

Transportation

This year, transportation questions were tailored to focus on barriers within ISED's jurisdiction. Participants provided feedback on the department's taxi chit system and reported that the main barrier is that it is still paper-based and thus not fully accessible. ISED will continue to evaluate this area in 2025 and develop more comprehensive transportation goals for the 2026‑2028 Accessibility Plan to address this feedback.

Feedback

Since the publication of ISED's Accessibility Plan, the department has successfully embedded accessibility into its internal governance structure. ISED has established a series of new standard operating procedures to implement change and monitor progress.

Although the department has not received direct feedback on the 2023–2025 ISED Accessibility Plan or the 2023 Progress Report since their publication, various barriers have been reported since May 2021. The most frequently reported barriers in 2024 were related to the ICT and Built Environment priority areas.

To address these challenges, the Accessibility Secretariat is working horizontally across the department with the priority area leads. The feedback process uses external and internal online forms for employees and clients to identify barriers in each priority area. All barriers reported are recorded, investigated by the Accessibility Secretariat and addressed by the appropriate priority area Lead. All updates on tickets are recorded, and monthly reports are shared with the Director General of the Human Resources Branch.

Statistical reports

To date, 246 barrier report tickets have been received since May 2021. In 2024, 43 barrier reports were submitted, resulting in 20 tickets being resolved and 14 tickets closed. A barrier is considered resolved when it is removed, and tickets are closed when the barrier is found to be a misunderstanding or is not within ISED's scope. In compliance with the Act, all tickets received since December 2022 have been acknowledged, excluding those submitted anonymously.

Barrier reports by priority area

The following table includes barrier report tickets submitted in 2024.

In 2024, the Accessibility Secretariat received 43 barrier reports*, an improvement from the 73 reports received in 2023. Consistent trends emerged in both 2023 and 2024, with ICT and the built environment identified as the priority areas with the highest number of reported barriers.

In both 2023 and 2024, ICT received 14 barrier reports while the built environment received 18. This trend is likely due to the required on-site presence of ISED employees. The Accessibility Secretariat will continue to work with priority area leads and stakeholders to address these concerns in 2025.

*The total number of barrier reports received in 2024 does not equate to the total number of barrier reports per priority area, as some tickets covered multiple priority areas.

Priority area working groups

ISED continues to work with priority area leads to identify, address and remove barriers and to complete the goals outlined in the Accessibility Plan. Bi-monthly meetings with the Priority Area Working Group allows leads to provide updates on goals and discuss barriers to accessibility.

The Accessibility Secretariat supports the leads by connecting them with relevant stakeholders and providing resources. New priority area leads receive onboarding materials that detail their responsibilities, the requirements of the Act, and all past and current barrier reports for their area.

Quarterly reports

Throughout 2024, quarterly reports on accessibility progress were compiled and shared. The reports were shared with all priority area leads and ISED's senior management team, including the Equity, Diversity and Inclusion Committee of the Assistant Deputy Minister responsible for accessibility. The quarterly reports provide insights into ISED's progress in achieving the goals for each priority area, ensuring transparency and accountability.

Annex A – Consultation questions

The following list contains the questions asked during consultations:

1. Have you noticed any improvements or changes in accessibility over the past year?
2. What do you think ISED is doing well in terms of accessibility and disability inclusion?
3. Have you encountered or witnessed a barrier to accessibility at ISED in any of the following priority areas identified in the plan over the last 12 months?
   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
   8. Culture
4. What is your vision for an accessible department (ISED)?
5. Is there anything else you would like to share to help identify areas to be addressed in support of accessibility?
6. How would you like to receive information about the following topics?
   1.  Progress on accessibility at ISED
   2. Your obligations related to accessibility
   3. Ways to contribute to an accessible culture