2025 Accessibility Progress Report

Table of Contents

General

Alternate Formats

The Office of the Secretary to the Governor General (OSGG) is pleased to present the third progress report as part of the 2022–2025 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.

Contact Information

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

Feedback

During the reporting period, the OSGG did not receive any official comments via the designated communication channels. This report is therefore based primarily on internal consultations and round table discussions held in 2025.

Consultations

In 2023, an in-house survey was held to gather feedback from employees. However, because of the low participation rate (23 respondents), we were unable to obtain sufficiently representative data to effectively guide priorities.

As a result, in 2024, the OSGG adopted a new approach based on the round table discussions. The process was repeated in 2025, marking a second consecutive year of participatory consultations.

In light of the limitations observed last year, including an inconsistent understanding of the concept of accessibility and significant discrepancies in the way information was recorded, the 2025 process was reviewed and improved.

Round Tables

The 2025 round table discussions built on improvements made to the methodology in 2024.

To ensure a consistent and thorough process, each round table discussion was moderated by someone from Human Resources, whose role was to structure the discussions and ensure a common understanding of the concept of accessibility. This approach clearly distinguished real barriers from mere irritants, harmonized the way issues were formulated, and centralized note-taking to ensure consistency across the directorates.

With this method, the discussions were more focused, the notion of accessibility was clarified and barriers were documented more accurately and consistently by the directorates. The quality of information gathered improved significantly compared to the previous cycle, providing more reliable data to guide the preparation of the 2026–2028 Accessibility Plan.

Employment

The 2025 consultations highlighted the need to standardize the management of accommodation requests. Employees pointed out that accommodation requests, ergonomic assessments and information on accessibility rights were managed unevenly from one directorate to another, resulting in delays and inconsistencies.

To improve the process, the OSGG will use the Digital Accessibility Passport as a tool for employees to document their accommodation needs and facilitate discussion with their managers. Following the memorandum of understanding signed with the Treasury Board Secretariat in fall 2025, the application will be available to the OSGG as of December 17, 2025.

Between December 17, 2025, and early January 2026, a short internal commissioning period will enable the accessibility team to test the application, check how it operates and prepare for its official launch to all employees.

Evaluation of the Passport’s uptake and added value will be carried out after the rollout across the organization, to guide the decision on a potential annual subscription.

The OSGG remains committed to reducing barriers in its staffing processes. Training on inclusive assessment and unconscious bias has been offered to all hiring managers and executives, and the Human Resources Directorate continues to support the consistent application of the Public Service Commission’s Tool for Mitigating Biases and Barriers in Assessment. Staffing consultants systematically coach managers to ensure an “accessible by default” approach when planning and conducting selection processes, notably by inviting them to consult existing pools of candidates with disabilities in the federal public service.

In addition, the OSGG had initially planned to develop a structured approach to establishing links with universities, colleges and community organizations in order to better reach people with disabilities. However, this initiative was not deployed during the reporting period.

The OSGG nevertheless remains committed to reaching this goal. Over the next few years, the organization will analyze the most relevant avenues for strengthening inclusive recruitment, including exploring how to establish or use existing mechanisms to reach out to people with disabilities and increase their participation in employment opportunities offered by the Office.

In support of employee development and retention, in spring 2025 the OSGG officially launched its first mentoring program, which includes a component for underrepresented groups, including people with disabilities. This component aims to provide targeted coaching, facilitate discussion on accommodation needs and create an environment where employees feel confident to self-identify voluntarily. This approach strengthens access to appropriate support measures and enables the OSGG to better plan its equity, diversity and inclusion initiatives.

Ultimately, it was decided we would not follow through with the initiative to develop a departmental disability management framework. As a result of our analysis, it was determined that the Disability Management Handbook for Managers in the Federal Public Service, already available and accessible to all departments, adequately meets the OSGG’s current needs.

Consequently, it was also decided that the complementary initiative to make it mandatory to take Disability Management and Workplace Wellness (INC120), a course offered by the Canada School of Public Service, would not become mandatory, since it was directly related to the introduction of the new disability management framework. Instead, the OSGG will continue to use existing resources and tools, prioritizing accessibility measures that are more effective and likely to have a concrete impact.

Finally, to address the lack of structured feedback on accessibility issues, in 2026 the OSGG will add two accessibility-specific questions to the quarterly sense of belonging survey. This measure will enable us to document barriers and accommodation needs on an ongoing, anonymized basis, supporting the continuous improvement of departmental accessibility practices.

The Built Environment

Over the past year, the OSGG continued to work with the National Capital Commission (NCC) and Public Services and Procurement Canada (PSPC) to identify barriers at facilities early and ensure they are addressed by the responsible authorities. As construction and rehabilitation work is the responsibility of these organizations, no specific project description is included in this report, however, the OSGG continues 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.

Since the last progress report, several improvements have been made in response to concerns raised by employees and operational teams. The following has been done:

  • rubber mats were installed under an outdoor structure to provide safer access for wheelchair users and strollers;
  • the NCC added two accessible parking spaces near the main entrance to Rideau Hall following a request from the OSGG;
  • more adjustable electric work desks were acquired to gradually improve ergonomics and respond more adequately to employees’ adaptation needs;
  • headsets used for simultaneous interpretation are made available on an ongoing basis for some internal meetings and official events, enabling people with impaired hearing to follow discussions more easily.

Accessibility issues are addressed as they arise at regular meetings between the OSGG, the NCC and PSPC. No new major barriers were reported to the Chancellery or the Citadelle during the reporting period. As indicated in previous reports, the OSGG has no budget for structural improvements. Its role largely entails identifying and communicating barriers to owner organizations while helping to find solutions where possible.

Information and Communication Technologies

As its activities are increasingly becoming digital, the OSGG remains committed to embedding accessibility into the design of its tools, systems and content. The 23 internal systems remain at the heart of our operations, and the strategies set out in the Accessibility Plan continue to be implemented.

Since the last report, the following measures have been taken or consolidated:

  • the OSGG’s operating procedures now incorporate the requirement that all new systems, whether developed in-house or acquired externally, meet modern accessibility standards and are “accessible by default”;
  • barriers in existing systems continue to be corrected as upgrades and redesigns are introduced or as accessibility problems are reported by employees or members of the public; this approach was applied when the new subsystem related to the Coronation Medal was rolled out;
  • the website’s technology continues to be updated to ensure compliance with all current directives, including compatibility with screen readers and the publication of documents in accessible formats;
  • internal guidelines have been established for publishing accessible documents on the intranet and on the website, and simplified templates have been created to support the teams;
  • for more complex documents, the OSGG Web team offers technical support when advanced HTML expertise is required;
  • planning for training sessions on accessibility, accommodation and adaptive computer technology continues, with implementation expected in 2026;
  • the OSGG has approached the Accessibility, Accommodation and Adaptive Computer Technology Program (AAACTP). Following the information meeting held in 2025, the OSGG is preparing to launch an in-house campaign to raise employee awareness of the adapted technological services and supports that will be available.

Communication, * Other than Information and Communication Technologies

*Communication includes the use of American Sign Language, Québec Sign Language and Indigenous sign languages

The OSGG is committed to ensuring that all communication initiatives, products and services meet the highest standards of accessibility and inclusion, as per the Treasury Board of Canada Secretariat’s Policy on Communications and Federal Identity and Standard on Web Accessibility.

Since the publication of the 2022–2025 Accessibility Plan, tangible progress has been made to reduce barriers associated with the lack of knowledge and expertise in accessible communication. A few communications employees, particularly those responsible for the website, social media and editorial services, have taken specialized training given by the Communications Community Office and the Canada School of Public Service, namely on the principles of accessible publishing, the drafting of accessible documents and readability standards. This training has enabled us to incorporate accessibility best practices more systematically into the OSGG’s public communications.

Ongoing improvements were also made to the accessibility of digital platforms. The team ensures that images published on social networks and the website always include descriptive alternate text, that content is written in plain and inclusive language, and that graphic elements meet contrast standards. For audiovisual content with a speaker, subtitles are available, and transcriptions are provided where necessary. Accessibility is a top consideration when we develop messages for the public, including speeches, media lines and key messages.

The OSGG is also continuing to improve its internal and external digital platforms to make them more accessible. The new version of the intranet is built on Drupal 10, which offers enhanced accessibility features, including a clearer interface and optimized contrast. The public website is currently being upgraded to this platform, and the team is making sure that photos published on the public pages have the required alternate text.

The organization also pays close attention to the use of inclusive images in its communication products. The selection of photos on OSGG platforms and the website reflects an ongoing desire to represent the diversity of people and experiences, including as part of public campaigns. Images follow best practices for visual accessibility, ensuring clarity of subject, adequate brightness and enhanced contrast.

The OSGG remains committed to eliminating communication barriers for all Canadians and will continue to improve its practices to ensure that its communications are accessible, inclusive and representative.

The Procurement of Goods, Services and Facilities

In line with the 2022–2025 Accessibility Plan, the OSGG continues to implement barrier-free procurement practices. Procurement documents are drafted in accordance with federal accessibility guidelines, and the procurement team continues to include accessibility considerations when it defines requirements for goods and services.

The procurement team maintains its commitment to keeping abreast of the requirements of the Accessible Canada Act and accessibility principles in public procurement. It continues to participate in training given by the central agencies and to consult with the Accessible Procurement Resource Centre (APRC) as needed to ensure compliance and the efficiency of its practices.

Meanwhile, PSPC’s Contract Modernization Initiative continues to be implemented. Scheduled for full rollout by the end of the calendar year, this initiative aims to modernize contractual tools and improve their accessibility.

At the same time, the OSGG is updating its internal procurement procedures and is integrating the new accessibility guidelines. Although progress has been made, full implementation of the revised procedures and awareness training for functional owners is incomplete.

The OSGG remains committed to identifying and eliminating barriers in its procurement processes, and to ensuring that employees have the tools, resources and guidance they need to take accessibility issues into account right at the outset, when procurement needs are analyzed and formulated.

The Design and Delivery of Programs and Services

Following analyses conducted since 2023 to better understand the Order of Canada nomination process, work continued in 2025. The focus remains on the experience of nominees and nominators, and on opportunities to improve accessibility and representativeness within the Canadian Honours System. The voluntary collection of diversity data from recipients, including Indigenous people, visible minorities, members of the 2SLGBTQIA+ community and people with disabilities, is ongoing and continues to inform the analysis of underrepresented groups and guide awareness efforts.

Meanwhile, preliminary work to extend the voluntary collection of diversity data to nominators continues in 2025. This initiative, still under development, aims to improve trend analysis, identify gaps in representativeness and support future initiatives intended to make the system more inclusive.

In heraldry, improvements that have already been initiated are ongoing. Application forms for heraldic emblems are accessible (HTML and PDF for direct data entry), communications continue to be written in plain language, and official heraldic documents are drafted in gender-neutral language. In 2025, further progress has been made in terms of digital accessibility, including the systematic addition of bilingual, plain language image descriptions on the Heraldic Authority’s social media platforms.

The Chancellery is also continuing to review recommendations from earlier work to determine what should be adjusted to reduce identified barriers. Staff received training on biases, inclusion and accessibility awareness, strengthening the internal capacity to offer barrier-free services. Activities complementary to Gender-based Analysis plus (GBA+) are also being planned, notably to better understand the barriers experienced by different groups, including people with disabilities. We are also continuing to review the language used in the Chancellery’s web sections to ensure clarity and accessibility.

A number of operational measures for the public have also been consolidated or introduced in 2025 to improve accessibility to programs and services. The social story available on the OSGG website has been updated and continues to help visitors, particularly people who are neurodivergent or are dealing with anxiety, familiarize themselves with the premises before they arrive thanks to photos, simple descriptions and a structured tour. The Plan your visit page has been enhanced to provide more information on transportation options, access for people with reduced mobility and the procedure for requesting accommodation prior to a visit or event.

A structured accompaniment measure has also been introduced for guided tours: a buddy system is now systematically offered to guides with reduced mobility to facilitate their movement and to support safe activities.

Notebooks and pencils are made available to attendees at all-staff meetings and some internal events. Although not a formal accommodation, this practice helps make information more accessible for individuals who use note-taking as a strategy to manage cognitive load, maintain attention or address challenges with auditory processing or working memory. Headsets are also available when simultaneous interpretation is planned for an event; although their main purpose is to transmit interpretation audio, some participants with reduced hearing have indicated that the clarity of the signal can facilitate understanding.

Finally, the OSGG continues to offer accommodation for visitors on request, including access to sign language interpretation services at official events. The organization is committed to improving the accessibility of its programs, services and events at Rideau Hall and the Citadelle, particularly for people living with non-physical disabilities, including neurodivergent people.

Conclusion

The year 2025 marks the completion of the 2022–2025 Accessibility Plan, which ends on December 31, 2025, and the transition to the next three-year plan, effective January 1, 2026. Progress over the past year has been guided by the four priorities established by the OSGG for 2025, namely:

  1. round table discussions;
  2. integration of the Accessibility Passport;
  3. collaboration with the AAACTP;
  4. awareness of the concept of accessibility.

The most widely accomplished priority concerns the round table discussions. In 2025, the discussions were clarified, better structured and implemented in all the directorates.

Significant progress has also been made on the Digital Accessibility Passport, thanks in particular to the memorandum of understanding signed with the Treasury Board Secretariat in 2025.

We began working with the AAACTP during the year following an information meeting held in 2025. We plan to promote available services internally alongside the launch of the Accessibility Passport to raise awareness of technological adaptation options available to employees and support consistent implementation of accessibility initiatives.

Meanwhile, the OSGG continued its efforts to raise awareness of the concept of accessibility, in particular through the lessons learned from the round table discussions. The discussions helped to explain more clearly what an accessibility barrier is and to distinguish these situations from other issues that are more general irritants or organizational challenges. This priority is still evolving, however, and will require special attention in the next three-year plan.

A number of other advances have also been made with various components of the plan, notably in communications, information technology, the built environment, the procurement of goods and services, and the design and delivery of programs and services. This progress—from improvements to digital content to operational adjustments, increased support for employees and measures to better welcome the public—reflects the OSGG’s ongoing commitment to reducing barriers and enhancing accessibility throughout its operations.

As the 2022–2025 Accessibility Plan draws to a close, the results and findings from 2025, particularly those from the round table discussions and related initiatives, will directly inform the 2026–2028 Accessibility Plan, which will build on progress and address remaining issues.

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

Catalogue Number SO1-5E-PDF

ISSN 2819-1811