Accessibility Plan for 2026–2028

Table of Contents

General

Alternate Formats

The Office of the Secretary to the Governor General (OSGG) is pleased to present its 2026–2028 Accessibility Plan. Should you need to consult it in an alternate format, you may submit your request by mail, email or telephone using the information outlined under “Contact Information” (see below). The OSGG will endeavour to respond to requests to make this plan available in print, large print, braille, audio format or an electronic format that is compatible with adaptive technology as soon as possible.

Feedback Process

The OSGG has designated an accessibility coordinator as the recipient of feedback pertaining to the Accessibility Plan, the plan’s implementation and barriers encountered by individuals who interact with the OSGG in any manner. Individuals may submit their feedback by mail, email, telecommunications device for the hearing impaired (TTY) or telephone using the information outlined under “Contact Information” (see below). Anonymous feedback is welcome; however, acknowledgement of receipt will not be available in such cases.

To the attention of: Accessibility Coordinator, OSGG
Phone number: 343-576-7483
Toll-free/TTY: 1-800-465-6890
Mailing address: 1 Sussex Drive
Ottawa ON
K1A 0A1
Email address: accessibility-accessibilite@gg.ca

Consultations

In keeping with the principle of “nothing about us without us,” the OSGG will continue, as part of the 2026–2028 Accessibility Plan, to consult regularly with employees, visitors and groups that encounter barriers in the organization.

Over the past few years, the OSGG has gradually strengthened its consultation mechanisms, moving from an internal survey to a model based on facilitated round table discussions with all the directorates. This new model has provided more nuanced, comparable and useful information for identifying real barriers.

For the next cycle, the OSGG will maintain and enhance this approach to ensure that:

  • Information is collected systematically, consistently and uniformly
  • Employees who experience or notice barriers participate actively
  • Feedback from the public, visitors and groups of people with disabilities is gradually integrated
  • Internal and external partners are proactively consulted where required

These consultations will help us prepare annual progress reports and adjust the plan’s actions on an ongoing basis.

Feedback Collection Methodology

To better identify barriers experienced by employees and visitors, the OSGG will use a combination of formal and informal mechanisms to gather feedback throughout the 2026–2028 cycle.

These mechanisms will include:

Round Table Discussions

  • Organized in each directorate
  • Led by a human resources facilitator
  • Based on the six areas set out in the Accessibility Strategy for the Public Service of Canada
  • Supported by a common, standardized definition of accessibility
  • Accompanied by centralized note-taking to ensure consistency across the organization

Inclusion of Accessibility Questions in Internal Surveys

Starting in 2026, two questions dealing specifically with accessibility, including barriers and accommodation needs, will be added to the OSGG’s quarterly internal survey on individuals’ sense of belonging.

The aim is to:

  • Collect anonymous feedback on accessibility issues on an ongoing basis
  • Identify emerging trends and recurring concerns
  • Support the continuous improvement of corporate accessibility practices

The results will be analyzed regularly and will inform annual planning and future versions of the three-year plan.

Mechanisms for visitors, recipients and guests

  • Opportunity to submit feedback after a visit or event
  • Systematic consideration of feedback on adaptation needs
  • Use of feedback to adjust public services and support measures during events

Continuous, anonymous feedback

  • The email address accessibilite-accessibility@gg.ca is used as a drop point for accessibility-related comments.
  • Emails are treated confidentially and are analyzed to identify recurring themes.
  • A proactive reply is sent when the issues raised are directly related to accessibility.

Employment

Current Context

The OSGG exercises its human resources management responsibilities in keeping with legislation, policies and directives applicable to the core public administration, including the Public Service Employment Act, the Employment Equity Act, the Accessible Canada Act (ACA) and official languages obligations. As a small department, the OSGG adapts these requirements to its operational reality, while aiming to create an inclusive, barrier-free working environment.

The employee lifecycle—from recruitment and onboarding to development, retention and transition—is the foundation for integrating accessibility from the design stage onward. The OSGG continues to strengthen its processes, tools and practices to ensure equitable access to employment opportunities, professional development and the accommodation necessary to enable all employees to participate fully in the workplace.

The OSGG also provides managers and employees with the resources they need to understand their roles and responsibilities with regard to accessibility, including accommodation, inclusive staffing and the management of accessible work practices.

Identified Barriers 

  • Inconsistent, unstructured accommodation request process
  • Lack of tools and resources to support managers
  • Insufficient information on accessibility when new employees join the department

Commitments and Planned Action

Standardize and Modernize the Accommodation Request Process

Starting in 2026, the OSGG will implement a formal process for managing accommodation requests to ensure they are handled fairly, consistently and in a structured manner. This will include:

  • A clear procedure describing the stages, deadlines, roles and responsibilities
  • A practical guide for managers and supervisors

Supporting Managers: Tools, Training and Resources

In direct response to the needs expressed at the round table discussions, the OSGG will develop:

  • In-house training on the duty to accommodate and the roles of managers
  • An awareness activity to mark the launch of the Accessibility Passport
  • An internal directory of management support tools
  • Awareness sessions for staff and managers on accessibility, including the needs of neurodivergent people and those with invisible disabilities

Integrate Accessibility into Recruitment

The OSGG will improve how accessibility is built into staffing practices by:

  • Improving the onboarding guide content so that new employees know how to request accommodation
  • Providing clearer support for hiring managers, including tools for:
    • Identifying work requirements that may present a barrier
    • Adapting assessments (overtime, virtual interviews, alternate formats, etc.).

The Built Environment

Current Context

The OSGG conducts its operations in historic buildings in Ottawa and in Québec City. The majority of these buildings, including Rideau Hall, the residence at the Citadelle of Québec and the Chancellery offices, are the property of federal partners, including the National Capital Commission (NCC) and Public Services and Procurement Canada (PSPC). The OSGG will continue to work in partnership with the NCC to address the remaining significant gaps that were identified in the 2020 Universal Accessibility Assessment for Rideau Hall.

Identified Barriers 

  • Lack of a centralized process for documenting and tracking barriers related to the built environment
  • Persistent sensory barriers in interior spaces (bright lighting, inadequate acoustics, ambient noise)
  • Limitations stemming from structural and heritage considerations, restricting rapid implementation of accessibility improvements

Commitments and Planned Action

Structured Monitoring of Barriers in the Built Environment

  • Set up and maintain a centralized register to record, classify and track the progress of any barriers that are identified.
  • Prioritize issues according to their impact on accessibility, safety and user experience.
  • Ensure this information is conveyed regularly and consistently to owner partners.

Closer Collaboration with Partners

  • Participate actively in regular meetings with the NCC, PSPC, the Royal Canadian Mounted Police and the Royal 22e Regiment.
  • Systematically communicate barriers identified in spaces used by employees, visitors and guests.
  • Contribute to accessibility assessments by clarifying the operational needs of the OSGG.

Achievable Improvements in Functional Spaces

Although the OSGG does not manage the facilities, some measures can be implemented directly:

  • Continue to gradually acquire adjustable workstations.
  • Where appropriate, provide lighting mitigation solutions (e.g., light filters or diffusers) and noise abatement tools (e.g., noise-cancelling headphones).
  • Improve meeting room setups to make it easier for participants to hear, see and take part.

Accessibility Support at Public Events

  • Work with the NCC and PSPC to ensure that visitor and guest routes are safe, accessible and clearly signposted.
  • Document barriers identified during events and ensured that these findings are included in the internal register.
  • Ensure that the reception teams have the necessary information when visitors requiring special assistance are expected.

Clear, Proactive Communication on Site Accessibility

  • Update visitor information on access, routes and accommodation options as needed.
  • Notify employees of any temporary changes that may affect accessibility (e.g., construction work, partial closures, restrictions).

Information and Communication Technologies

Current Context

As the OSGG modernizes its internal processes and adopts more digital tools, technological accessibility is becoming an essential part of the employee and visitor experience. Although many technological facilities are provided by central partners, the OSGG is responsible for promoting accessible internal practices, supporting the inclusive use of digital tools and ensuring compliance with federal digital accessibility standards.

The OSGG also recognizes the importance of equipping its staff so that documents, presentations, collaborative tools and electronic communications are designed according to sound accessibility practices from the outset. The organization will continue its efforts to strengthen this capacity and to integrate accessibility as technology evolves.

Identified Barriers

  • Limited knowledge of accessibility features integrated into digital tools
  • Lack of uniform internal guidelines for creating accessible content
  • Accessibility not systematically integrated into technology acquisition or implementation

Commitments and Planned Action

Apply Federal Digital Accessibility Standards to New Systems

  • Ensure that any new system, software or equipment acquired complies with modern accessibility standards and is “accessible by default.”
  • Work with internal and external suppliers to assess accessibility features when acquiring and upgrading technologies.

Consolidate Internal Guidelines and Practices for Digital Accessibility

  • Continue to use and distribute the accessible templates created in the previous cycle, especially for simple routine needs.
  • Provide specialized support for more complex documents requiring technical adjustments or an HTML layout in compliance with the Web Content Accessibility Guidelines (WCAG) (carried out by the OSGG Web team).

Training and Equipping Staff for Digital Accessibility

  • Provide annual training for all employees on:
    • The many accessibility features built into Microsoft 365 (dictation, read-aloud, subtitles, contrast, structural navigation, etc.);
    • Windows features, including the Accessibility Center, visual and auditory settings, and digital participation options.
  • Introduce information sessions on the Accessibility, Accommodation and Adaptive Computer Technology Program (AAACTP) to raise awareness of available services and technology options to support employees.
  • Create a simplified in-house guide to the most commonly used digital accessibility features.

Improving the Accessibility of Virtual and Hybrid Meetings

  • Promote the use of automatic subtitles during virtual meetings, where the platform allows.
  • Reinforce best practices for presentations (font size, contrast, slide access).
  • Optimize the use of Teams and PowerPoint settings for inclusive participation.

Disseminate Support Resources and Ensure Greater Internal Visibility

  • Set up a centralized intranet section on digital accessibility (guidelines, tools, tutorials, training, AAACTP services).
  • Periodically highlight tools or features that support employees with sensory or cognitive limitations.

Communication,* Other than Information and Communication Technologies

*Communication includes the use of American Sign Language (ASL), Québec Sign Language and Indigenous sign languages.

Current Context

The OSGG produces and distributes all public communications related to the Governor General of Canada. As a result, it must ensure that all communication products, activities and services meet the highest standards of accessibility and inclusion, in accordance with Treasury Board’s Policy on Communications and Federal Identity and Standard on Web Accessibility.

The OSGG uses a variety of distribution channels, including a website, social networks, print products, promotional material and digital tools, all of which must meet federal accessibility requirements (e.g., accessible HTML, alternate text, captions, contrasts, alternate formats on request).

Current measures include systematically using alternate text for digital images, applying plain language in written materials, ensuring visual inclusivity in image selection and providing alternate versions of published content upon request.

Identified Barriers

  • Limited in-house expertise in accessible communication
  • Lack of uniformity in the application of plain language and accessible formats
  • Continuous improvement of website and digital content accessibility

Commitments and Planned Action

Strengthen Expertise in Accessible Communication

  • Offer targeted training to employees and managers (Communications Community Office, Canada School of Public Service (CSPS), specialized webinars).
  • Support access to external resources for products requiring advanced expertise (e.g., complex HTML).

Improve Accessibility of the Website and Digital Platforms (Condensed Version)

  • Finalize migration to Drupal 10 and improve navigation, structure and contrast.
  • Systematically apply digital accessibility practices: alternate text, captions, transcripts, bilingual image descriptions and accessible templates.
  • Update internal guidelines on accessible publishing and carry out compliance spot checks (most frequently visited pages).

Harmonize Written Communications and Maintain Access to Alternate Formats

  • Use simple, jargon-free language in internal and external communications.
  • Use corporate tools (Microsoft, Copilot) to validate content readability and accessibility.
  • Offer plain-text versions, hard copies, audio versions or other alternate formats on request.
  • Facilitate access to sign language interpretation for communication events, when required and operationally possible.

The Procurement of Goods, Services and Facilities

Current Context

Procurement plays a key role in reducing barriers to accessibility. The OSGG prepares its procurement documents in line with federal accessibility guidelines and continues to modernize its practices.

Toward the end of 2025, the Materiel Management and Procurement team began implementing the Contract Modernization Initiative (CMI) developed by Public Services and Procurement Canada (PSPC). This initiative aims to modernize contract templates and improve their accessibility.

The OSGG also ensures that the Procurement team continues to keep abreast of the requirements of the Accessible Canada Act and the principles of accessibility in public procurement. Employees take part in training activities offered by central agencies and consult the Accessible Procurement Resource Centre (APRC), housed within PSPC, as needed to ensure compliance and effective practices.

The OSGG is committed to identifying and reducing barriers in all its procurement processes to build a more accessible and consistent procurement model.

Identified Barriers

  • Difficulty in identifying and systematically integrating accessibility criteria at the needs-definition stage
  • Lack of clarity or a consistent understanding of accessibility-related roles and responsibilities
  • Limited internal capacity in accessible procurement and in keeping pace with the rapid evolution of government policies and tools

Commitments and Planned Action

Integrate Accessibility from the Needs Identification Stage

  • Take accessibility criteria into account in statements of requirements, specifications and service requests, where possible and appropriate.
  • Clearly document justifications when inclusion of these criteria is not feasible.
  • Guide functional owners on how to identify accessibility considerations for requested goods, services or facilities.

Modernize and Harmonize Internal Procurement Procedures

  • Integrate simple tools, such as templates, checklists and operational benchmarks, to help employees take accessibility into account.
  • Ensure that internal practices are aligned with the requirements of the Accessible Canada Act.

Strengthen Internal Accessible Procurement Skills

  • Encourage ongoing participation in training given by PSPC, the CSPS, and other relevant learning activities.

Work with Federal Partners to Ensure Compliance and Quality

  • Consult PSPC when required by complex or highly technical requests.
  • Monitor amendments to government policies, tools and guidelines.
  • Participate in communities of practice whenever possible to stay aligned with other small public service organizations.

The Design and Delivery of Programs and Services

Current Context

The OSGG’s programs and services support the governor general in fulfilling the constitutional, ceremonial and state responsibilities of the role. They include official activities held at Rideau Hall and the Citadelle, honorary ceremonies, educational activities, guided tours and public events, as well as the programs administered by the Chancellery of Honours and the Canadian Heraldic Authority.

These activities involve a wide variety of participants, including visitors, guests, award recipients, students, members of the public, dignitaries, external partners and members of the Canadian Armed Forces. They are based on a variety of processes—nomination, analysis, decision, communication, ceremonial, awarding of distinctions—which require special attention to accessibility at every stage.

The OSGG also offers educational programs, public events and guided tours at both official residences, Rideau Hall and the Citadelle. Accessibility must be built in right from the design stage, so that people of all abilities can participate fully, whether in terms of physical access, preliminary information, site support or adaptation measures.

In the area of honours, the OSGG manages the entire life cycle of nominations and applications, mainly through electronic portals. As these processes evolve, the organization aims to enhance the accessibility of information, forms, communications with applicants and interactions with award recipients.

The OSGG will continue its efforts to ensure that all programs and services—whether public, ceremonial or administrative—are designed, presented and adapted in an inclusive manner to meet the needs of a diversity of participants, including people living with visible, invisible or sensory disabilities.

Identified Barriers

  • Lack of a uniform framework for integrating accessibility into the planning of public visits, ceremonies and activities
  • Need to improve accessibility of Chancellery tools and processes
  • Lack of structured mechanisms to support visitors, award recipients and participants with adaptation needs

Commitments and Planned Action

Integrate Accessibility into the Design of Public Programs and Services

  • Systematically apply the “accessible by default” principle when planning visits, ceremonies, educational activities and events.
  • Ensure that communications sent out to guests and visitors always include a clear invitation to proactively declare any need for accommodation.
  • Maintain and annually update the social story for Rideau Hall and the Citadelle, including photos, simple descriptions and a clear itinerary.
  • Continue to improve the “Plan your visit” page (transportation, access, accessible washrooms, accommodation requests).

Improve Accessibility of Honors Processes (Chancellery)

  • Gradually extend the voluntary collection of diversity data to nominators to better identify under-represented groups and adapt engagement strategies.
  • Continue to use accessible forms (HTML and PDF with input fields) for applications for heraldic emblems and improve their user-friendliness where required.
  • Adopt plain and gender-neutral writing in all correspondence with recipients and nominators.
  • Improve the clarity of the Chancellery’s website and digital sections, including bilingual image descriptions written in plain language.

Improve Support for Visitors and Participants

  • Ensure that tools that support comprehension are available at meetings and events (audio headsets to improve sound clarity, note-taking sheets and pens, simple visual aids).
  • Where required and feasible, facilitate access to sign language interpretation for certain official events.

Strengthen Internal Capacity for Service Accessibility

  • Maintain the ongoing internal review of procedures and documents used in programs (communications to nominators, instructions to visitors, ceremonial instructions) to ensure clarity, simplicity and absence of barriers.
  • Document and analyze feedback from visitors, recipients and participants to guide future improvements.

Improve the Digital Accessibility of Programs and Services

  • Ensure that nomination platforms, electronic portals and online forms remain compatible with assistive technologies and comply with accessibility best practices.
  • Where gaps are identified, work with internal or external partners to adjust the structure, navigation and formats used.
  • Maintain and update bilingual and plain language image descriptions for digital content related to programs and ceremonies.

© His Majesty the King in Right of Canada, as represented by the Office of the Secretary to the Governor General (2025)

Catalogue Number SO4-3E-PDF

ISSN 2817-1330