Accessibility progress report 2023 for Canada Border Services Agency

Senior leadership message

The Canada Border Services Agency (CBSA) recognizes the great diversity of the people it serves. Making sure that our programs and services are accessible are key to the delivery of effective border management programs and services.

Accessibility at the CBSA includes a broad range of work that covers everything from the physical environment to the inclusive culture we are trying to foster. This past year we focused on listening and creating a roadmap towards a barrier-free CBSA. Members of our persons with disabilities employee network were generous in sharing their lived experiences. Their experiences shaped the development of training and awareness sessions that were delivered across the agency.

As we reflect on the progress we have made in 2023, we want to thank the many accessibility advocates and allies who have worked hard to help break down barriers. The CBSA is a more inclusive and equitable organization today because of this work. We have made improvements to our recruitment processes, employee onboarding, physical spaces as well as improved our communication processes. We have advanced in all priories areas outlined in our first multi-year Accessibility Plan.

While we have made progress, there is still much more work to be done. We have learned valuable lessons this past year that will help us in our ongoing journey.

Persons with disabilities continue to face disproportionate barriers in society. The CBSA is committed to eliminating accessibility barriers within its organization so everyone can participate equally.

Sincerely,

General

This report outlines the progress the Canada Border Services Agency (CBSA) has made during the first year of its 2023 to 2025 Accessibility Plan. The Accessibility Plan outlines our framework for reducing accessibility barriers for persons with disabilities, so that everyone can participate equally in society.

Contact information and feedback process

The CBSA welcomes feedback from its employees and members of the public. Feedback can be provided on the contents of the 2023 to 2025 Accessibility Plan, the 2023 Annual Accessibility Progress Report or barriers encountered while interacting with the CBSA.

Please use our accessibility feedback form, or alternatively please provide feedback by:

Mail:

Assistant Director, Accessibility Office
Human Resources Branch
Canada Border Services Agency
100 Metcalfe Street
Ottawa, Ontario
K1A 0L8

Email:

cbsa.barrier_free-sans_barriere.asfc@cbsa-asfc.gc.ca

Phone:

1-800-461-9999, select preferred language, then press 0

Teletypewriter:

1-866-335-3237

In person:

accessibility feedback can be provided directly with an employee at a physical service location.

Social media:

send us a private message with your feedback and/or request an alternative format of this report, our feedback process or the Accessibility Plan.

• X (Twitter)
• Facebook
• Instagram
• LinkedIn

All correspondence related to accessibility will be acknowledged in the same way that it is received.

Submit anonymous feedback

Feedback can be provided anonymously. To ensure feedback is anonymous, please do not include any identifying information such as an email address, phone number or return address on the envelope.

What happens to the feedback

All feedback is shared with the appropriate area within the CBSA for resolution. It is also analyzed for trends and is used to inform future priorities and plans.

Annual progress reports are published in December of each year which outline the nature of the feedback received and to share how the feedback is taken into consideration.

Alternate formats

Documents can be requested in the following alternative formats:

• print
• large print
• braille
• audio format
• an electronic format that is compatible with adaptive technology that is intended to assist persons with disabilities

Timeframes to receive alternate formats:

• braille and audio format: 45 days after the day that the request is received
• any other format: within 15 days after the day that the request is received

You can request alternative formats by mail, email, phone, teletypewriter, social media or in person. Ways to make a request for alternative formats can be found under the Contact information and feedback process section above.

Executive summary

In 2023, the Canada Border Services Agency (CBSA) began work towards achieving the commitments outlined in our first 3-year Accessibility Plan. Over this first year we have made progress towards becoming a more accessible organization. Our vision is to be an accessible border management organization that is barrier free for its clients and employees.

One of the guiding principles of the Accessible Canada Act is nothing without us, which means that persons with disabilities are consulted at every stage of program and policy development. To follow this principle, our agency worked with its Persons with Disabilities Advisory Committee, employees, disability organizations and the public.

In 2023, we held more than 80 personal and small-group consultation sessions, along with more than 20 agency-wide accessibility events. We used the lived experiences of persons with disabilities to develop training and awareness sessions which were delivered to over 1,000 CBSA employees. We updated our training on plain language to be more inclusive of persons with disabilities and implemented accessible introductions to create safe spaces and ensure that employees felt comfortable sharing their accessibility needs.

We sought expertise and guidance from other leaders in accessibility and consulted with other government departments and agencies at all levels. Their feedback and advice and will be included in future action plans and activities.

Over the last year, we have received 72 pieces of feedback through various channels. The majority of the feedback highlights concerns related to attitudinal barriers experienced by employees as well as members of the public. You can find more details under the Accessibility feedback information section of this report.

While we have made progress across all priority areas, in 2023 we saw the most advancement in the internal facing areas. This is key in creating a foundation for an accessibility confident workforce that will have positive downstream impact on programs and service delivery.

Employment

In 2023, the Canada Border Services Agency’s (CBSA) work was primarily focused on increasing accessibility confidence across the organization. Having an accessible-confident workforce is key to achieving our vision and ensures that all employees feel a sense of belonging to achieve their full potential.

To build this foundation, we focused on education, awareness and allyship. We worked closely with the Persons with Disabilities Advisory Committee to develop tools and resources to support people in understanding the barriers that persons with disabilities face. Safe spaces were held where people could ask questions and to normalize speaking about disabilities.

We also focused on closing our representation gaps by launching targeted recruitment campaigns and processes. Our recruitment process took a human-centric approach. We received positive feedback from job candidates as well as hiring managers, and have integrated this into our ongoing practices.

We used a structured change management approach to support our leaders and employees in understanding and adopting the required behavioural changes for an inclusive CBSA.

To measure our progress, we are tracking our hiring and recruitment information and using the results of the annual Public Service Employee Survey. The 2022 survey results were released in the summer of 2023 and will represent the baseline for reporting on our progress in future years.

Progress towards removing barriers in employment

Our 2023 to 2025 Accessibility Plan committed to the following 3 employment elements:

• increasing employee representation of persons with disability
• reducing stigma through increased organizational trust
• building education and awareness towards being inclusive by design

To make progress on these elements, we committed to 14 action plan items. To-date, we have completed 50% of the items. The completed items focus on engagement, training, development and analysis of systemic barriers. These items set the foundation from which we will be able to succeed. We intend on beginning progress on 6 items in the coming year. The only item that is delayed is the delivery of the Anti-Racism and Allyship training, which is currently on hold for review to ensure that it is inclusive. We will be providing an updated curriculum to our employees in 2024.

Representation: The CBSA’s workforce is becoming more representative of the persons with disabilities community. In 2023, we increased the representation rate of persons with disabilities within our workforce from 4.1% to 5%. This was achieved by focusing our efforts on recruitment and removing barriers throughout the staffing process, as well as through a campaign to build awareness around the self-identification process.

We will work to improve awareness and accountability on the Government of Canada’s goal to hire 5,000 persons with disabilities, along with CBSA’s own target of 330 by 2025. We will be putting in place measures to reinforce the need for hiring managers to consider qualified candidates within employment equity groups first.

Overall, more people feel comfortable self-identifying as a person with disability in the hiring process. In 2023, we hired over 40 new persons with disabilities, and have created a qualified pool of over 200 candidates for hire by the agency or other federal employers.

Reducing stigma: In 2023, over 100 employees newly self-identified as a person with disability. This was the single largest growth in self-identification for this employment equity category the agency has ever seen. We attribute this success to our partnership with the Persons with Disabilities Advisory Committee who helped normalize conversations around disabilities.

In the 2022 Public Service Employee Survey results (released in June 2023), over 12% of participants identified as a person with disability, which is greater than the 9.4% workforce availability. This result gives us hope that more people will come forward to self-identify in the future. The Treasury Board Secretariat will be implementing in 2024 a new self-identification form that is more inclusive of a variety of disabilities. CBSA will leverage this tool to continue to encourage self-identification.

Being inclusive by design: We are committed to enhancing our employees’ experience throughout the employee lifecycle. All Human Resource programs areas have been asked to review their business processes and break down barriers. Legislative and systemic changes are allowing us to more quickly break down barriers.

For example, in July, new regulatory measures under the Public Service Employment Act were put in place to ensure that all hiring managers review their staffing assessment tools for barriers. If barriers are found, hiring managers must be put in place measures to mitigate them. Our duty to accommodate process is being simplified to minimize the paperwork required to seek accommodations. We worked closely with bargaining agents to ensure fairness for employees in this process.

Measuring progress

As we measure our progress in removing barriers to employment, we will use the results from the 2022 Public Service Employee Survey to establish a baseline for comparison in future years.

Some of the key measures that we are monitoring are included below:

• Percentage of employees who indicated that they have equipment and tools needed to do their job:
  • person with disability: 59%
  • not a person with a disability: 66%
• Rate of harassment indicated by persons with disabilities:
  • person with disability: 36%
  • not a person with a disability: 16%
• Rate of discrimination indicated by persons with disabilities:
  • person with disability: 31%
  • not a person with a disability: 12%
• Employee’s sense of belonging and feeling accepted as an equal member of the team:
  • person with disability: 57%
  • not a person with disability: 70%
• Comfortable in seeking accommodation measures from immediate supervisor:
  • person with disability: 63%
  • not a person with disability: 73%

The built environment

The Canada Border Services Agency (CBSA) is responsible for the management and delivery of infrastructure initiatives and real property accommodations across the country. This includes offices and operational locations including air, land, rail, marine and postal sites.

The built environment consists of physical spaces where we work and serve people. Creating inclusive spaces is a vital part of ensuring that everyone can work and access services without obstacles. When we construct new spaces or make improvements to existing ones, we make sure they meet or exceed the current standards set by the Government of Canada.

Our first priority as part of the multi-year Accessibility Plan, was to coordinate audits of all existing spaces to find areas where accessibility could be improved.

Progress towards removing barriers in the built environment

Our action plan for the built environment captured included 3 major elements of work which included:

• collect data on accessibility
• increase accessibility of space
• build a barrier-free agency

Given the complexity of the agency’s infrastructure and operational needs, work in these areas is expected to extend beyond the current multi-year action plan. The following progress has been made in removing accessibility-related barriers as described below:

Collect data on accessibility: We have identified a strategy for completing Accessibility Audits on our buildings. The built environment team is proactively collecting data and performing Accessibility Audits to guide future amendments to our agency multi-year accessibility plan. To date, approximately 20% of audits have been completed.

Increase accessibility of space: More of our spaces meet the latest accessibility standards as we worked on projects to update office spaces across the country. In 2023, modernization projects were completed in Ottawa, Toronto and Vancouver. Accessibility features that were included in these projects included:

• height adjustable workstations
• adjustable lighting
• quiet zones and spaces for collaborative work

A multi-phase project is currently underway to replace several border crossings across Canada. Once updated, these ports of entry will meet the most recent Government of Canada Accessibility standards. In 2024, 3 ports of entry are set to be finished.

We have also advanced the deployment of partial tactile signage, such as braille, raised print and raised symbols or pictograms.

The transition to more inclusive spaces will make the physical environment more comfortable for our employees and clients who use them.

Build a barrier-free agency: The plan for the built environment is focused on a strong foundation of planning, collaboration and clear targets:

In 2023, we undertook an assessment to ensure that current and future infrastructure projects will meet or exceed accessibility standards.

In 2023, we reviewed the plans for future office projects and ensured that they align with the Government of Canada’s office design standards (GCWorkplace). The standards provide employees with more choice and control over the work setting that best suits their needs. These standards include elements for a barrier-free design and support for mental health. Examples of this include:

• using accessible push bars instead of push-button
• rooms with adjustable lighting
• larger doorway clearances and aisles
• lowered counters in the kitchen and washrooms
• focus and wellness rooms

The designs for new ports of entry in the Land Border Crossing Project include features like:

• automatic doors operated by push buttons in public spaces
• widened doors to accommodate mobility devices and ramps to make access easier
• turning radius to accommodate mobility devices
• universal washrooms with adult changing stations

We are making adjustments to our plans based on the information received during consultations and the formal accessibility feedback process. As an example, we are in the process of installing new automatic entry and exit buttons on the doors and accessible washrooms at several of our existing border crossings due to public feedback.

The procurement of goods, services and facilities

Accessibility considerations are being integrated in all dimensions of procurement activities. While this work is primarily being led by Public Service and Procurement Canada, the Canada Border Services Agency (CBSA) is making sure its own procurement processes are accessible and usable for everyone.

In 2023, the agency Contract Review Board began making sure that they include accessibility in their processes and procedures. With increased training and awareness, procurement authorities and specialists are starting to understand how important accessibility is in the process.

Progress towards removing barriers in procurement

Our 2023 to 2025 Accessibility Plan committed to the following 3 procurement goals:

• ensuring all procurement officers take accessible procurement training
• ensuring that procurement practices are accessible and compliant with standards and guidelines
• business owners are informed and understand their obligations to consider accessibility

We have been working to make our procurement processes more accessible. Here's what we have done to remove barriers, specific to the Procurement Action Plan:

Better timing and planning: To minimize the number of barriers in the procurement process, we have improved our planning processes. New tools and resources are now available to help managers understand accessibility considerations in the contracting process.

Market availability: Managers are being asked to include accessibility considerations with their statement of requirements from the start. This is being verified by our procurement specialists and allows us to choose suppliers or vendors that are also accessibility minded. Managers must provide an exception rationale when accessibility requirements are not met.

Awareness and knowledge: All procurement specialists have completed the 3 required accessible procurement course this past year. New specialists will be equally required to complete this training. Our tracking system has been updated to document who has completed the training videos.

Accessible procurement systems: Our procurement systems are currently not fully accessible. We will be working to make these systems more accessible in 2024 and 2025 by working with suppliers and partners in information and technology.

Overall, the procurement team has moved away from checklists that focus on the process to more client-centric approaches. This approach is more inclusive and allows procurement officers to intervene earlier should biases be detected. This ensures that the agency is getting the best value while securing accessible equipment, tools and buildings for the agency.

Information and communication technologies

The Canada Border Services Agency’s (CBSA) Accessibility and Adaptive Technology Program was launched in January 2022. This program aims to identify and eliminate barriers in our information technology applications and tools. Information technology plays an important role to ensuring inclusive access for both employees and clients.

Progress towards removing barriers in information technology

Our 2023 to 2025 Accessibility Plan committed to the following 2 initiatives under the Information Technology priority area:

• an ongoing Accessibility and Adaptive Technology Program that will continue to exist and grow in a measured way to meet the needs of current and future employees and clients with disabilities or injuries
• IT Accessibility Compliance Project that will ensure that all CBSA internal and external facing applications are accessibility compliant to meet our legislative requirements

The following progress has been made in removing information technology related accessibility barriers, specific to the Information and Communication Technology Action Plan:

Accessibility compliance in applications and services

• provided awareness sessions throughout the organization to introduce digital accessibility and the support resources available
• reviewed agency information technology applications for accessibility and a list of accessibility applications is now available (reviewed against available accessibility standards)
• started to verify the accessibility of public facing information technology applications and training materials, issues were documented and plans were developed to address accessibility deficiencies
• researched and provided alternative solutions for non-compliant tools, including alternative options such as paper forms to meet different needs
• minimized the need for professional services to check and fix information technology assets

Ensuring adaptive tools for employees with disabilities

• created an inventory of approved adaptive technologies and added over 40 new hardware and software tools and provided them to over 70 employees
• established centralized funding to remove accommodation costs as a barrier
• established an agreement with Shared Services Canada's Accessibility, Accommodation, and Adaptive Computer Technology to temporarily loan adaptive tools and technologies to our employees until we got our own
• reviewed the onboarding process and put in place new measures to ensure employees received the adaptive equipment they needed in a timely manner
• held awareness sessions for managers and employees on how to request and receive information technology adaptive technologies
• organized training and support on adaptive technologies for employees by working with the Accessibility, Accommodation, and Adaptive Computer Technology team/li>
• implemented a feedback process to collect employee feedback on the service they received during the adaptive technology process

Improving information technology accessibility governance

• worked with interested parties to educate and create awareness on accessibility standards and guidelines, and ensured they were integrated in project planning
• simplified the information technology certification and procurement processes
• set consistent service standards to provide employees with adaptive technologies more efficiently

Equipping staff

• created an accessibility toolkit for information technology professionals to enhance their knowledge of how to create accessible applications that meet the standards, and to review and check their current applications for compliance
• developed learning paths for information technology professions to develop skills for creating inclusive applications and services
• provided workshops and information sessions to information technology staff to educate them on available tools and technologies available
• started the development of custom in-house accessibility training program

Consulting persons with disabilities

• recruited and hired persons with disabilities to join the Accessibility and Adaptive Technology Program team
• created a list of volunteers with disabilities from our Persons with Disabilities Advisory Committee to assist in designing, building, and testing new technologies
• used the official feedback received to make changes immediately such as turning on accessibility feastures in the Office Suite by default so users would not have to ask for them

Increasing program knowledge on accessibility issues

• improved technical competency amongst information technology staff on digital accessibility and adaptive technologies, through:
  • providing training
  • certification programs
  • skill development opportunities
• registered team members in professional certification programs so they can conduct adaptive technology assessments which will allow us to offer expertise in-house, reducing wait times compared to using the Accessibility, Accommodation, and Adaptive Computer Technology team
• hosted an information session on adaptive technologies and programs during National AccessAbility Week
• provided better guidance, advice and support to others

Communication, other than information and communications technologies

The Communications Directorate works with agency management to develop communication products and strategies for both internal and external audiences. Accessibility considerations have been at the core if its work as it uses best practices to ensure that products and messages are accessible to all.

Our communication specialists are trained and understand the accessibility standards. They create products that meet current Government of Canada policies on communications. These include the Policy on Communications and Federal Identity, Web Content Accessibility Guidelines and Treasury Board’s Standard on Web Accessibility.

Progress towards removing barriers in communications

Our priority, as laid out in our multi-year Accessibility Plan, was to ensure compliance of our products and tools with existing accessibility standards and guidelines.

The following progress has been made towards removing accessibility barriers related to communications, specific to the Communications Action Plan:

E-Communications

Completed an accessibility audit on the intranet website, and will be auditing the external website to address any deficiencies. Our goal is to make the Canada Border Services Agency (CBSA) external website more accessible by 2025. We have developed a plan to guide us in this work.

Focused on increasing awareness and implemented a process to reinforce accessibility practices with clients. In 2024, we will develop a communication plan that increases visibility on accessibility. We will also be creating a resource hub with tools for accessible communications.

Creative services

Reviewed existing audio-visual products and processes for accessibility. We are pleased that our products meet accessibility standards.

In 2024, we will be working to ensure that our Daily newsletter is easier to use and more accessible. We will also be developing a strategic communications plan to further integrate and increase accessibility considerations.

Alternative formats and plain language

Compiled a list of vendors who can provide alternate formats when needed. Having a readily available list minimizes the time required to provide alternative formats.

Provided plain language and accessibility communication workshops to over 5,000 employees. In this workshop, participants learn about the advantages and tools for using simple and clear language to remove barriers for understanding. Specifically, these workshops teach:

• techniques to make writing easier to understand
• mindsets to help meet audience needs
• methods to build trust through authentic and inclusive communication

Communications events, training sessions and senior leader level sponsorship have shown organizational support for inclusion and accessibility awareness. This is a start. There is still more work to be done towards universal understanding, acceptance and effort.

The design and delivery of programs and services

The Canada Border Services Agency (CBSA) is responsible for the management and delivery of 18 programs. As the CBSA embarks on numerous transformation and modernization initiatives, accessibility is being embedded as a key principle so that programs and services are accessible by default.

The CBSA has advanced its implementation of Gender Based Analysis Plus framework. The process requires that all program areas have a data collection plan to measure how different demographic groups, including persons with disabilities experience policies, programs and initiatives. To further advance this work, we are developing and strengthening capacity in Gender Based Analysis throughout our organization. This will be key in helping us have objective ways to measure the progress that we make in reducing barriers for those who use the CBSA’s programs and services.

Progress towards removing barriers in the design and delivery of programs and services

Our multi-action plan related to policy and programs committed to a review of all materials and processes that have implications both for the employees of the CBSA and for clients across all 3 business lines, intelligence and enforcement, travellers and commercial and trade.

The following progress has been made towards removing design and delivery related accessibility barriers. We had 10 distinct commitments and have started making progress across all areas as described below:

Accessibility awareness and training

• created an accessibility toolkit for employees who are responsible for designing and reviewing policies and programs
• promoted and shared information on the Accessibility Hub and participated in the review of accessibility standards, guidelines and resources

Policy and program inventory and analysis

We are in the beginning stages of reviewing our policy and program inventory. The work that is currently underway and will continue over the next 2 years includes:

• establishing an inventory which will include identification of documents, directives, and policies along with a schedule of anticipated changes and replacements to be made (to prioritize our resources)
• completing a Gender Based Analysis Plus data collection plan for all programs areas so that we have the right data to understand equity gaps in our programs and services
• developing a checklist and program review guide to help ensure that accessibility standards are addressed in the development and design process
• embedding accessibility into business planning considerations so that persons with disabilities are engaged and consulted early on

Developing performance measures

We will work on establishing baseline measures across our program areas so we can measure progress against our plan and compliance requirements. The timeline will be dependant on numerous factors such as the availability of accessibility standards and maturity of our data collection methods.

Service delivery improvements

We have engaged in a research initiative led by the University of Laval which will provide us with clearer insights on the barriers that people with a variety of disabilities face as they travel through our airports. This research is anticipated to start in 2024.

Our Border Information Services phone lines are available for travellers to call and get information on a border crossing location to help them plan their travel.

We have wheelchair accessibility Primary Inspection Kiosk machines and booths.

Our kiosks are also available in multiple languages, and our ArriveCan application is available in advance which can help people plan.

We have also started implementing the CBSA Assessment and Revenue Management digital initiative. This digital transformation will make our operations much more accessible as importers will have self-service access.

Through the implementation of he CBSA Assessment and Revenue Management initiative, we are rigorously testing our tools with diverse populations to ensure that it is accessible and user-centric.

Transportation

The Canada Border Services Agency (CBSA) manages 117 land-border crossings and operates at 13 international airports. Our officers carry out marine operations at major ports, marinas, reporting stations and operations at 27 rail sites.

The CBSA facilitates the safe and legitimate travel of individuals to and from Canada. We work closely with other Transportation Service Providers including airlines, railways, airports and security screening authorities to improve service delivery, while preserving the safety and security of Canadians and those who live here.

We own our fleet of vehicles. We continue to monitor and address any emerging transportation barriers related to this fleet, and will include this in future Accessibility reports.

Making progress towards removing transportation barriers

The following progress has been made towards removing transportation related accessibility barriers, specific to the Action Plan:

Accessible transportation training: We offer training on Accessible Transportation Obligations, to frontline employees, in alignment with the Accessible Transportation for Persons with Disabilities Regulations. This training is mandatory for employees who interact with the public, and is part of the CBSA National Training Standards. Employees must complete this training and take a refresher every 3 years. By October 31, 2023, 61% of frontline employees successfully completed the training. A plan is being developed to monitor and ensure remaining employees complete this training.

Provisions to meet the Canadian Transportation Agency regulations

Requirements applicable to transportation service providers

This section of the progress report requires us to explain how we meet the obligations laid out in the regulations.

Communication to persons with disabilities: We continue to share information with persons who have disabilities in a way that works with tools they use. The agency has developed a list of businesses who offer braille, large print, audio and other alternate formats which can be ordered as needed to support communication efforts.

We offer mandatory training to our frontline employees that cover important topics related to providing services to persons with disabilities, such as:

• understanding a persons disability (especially if they can't see, hear or communicate easily)
• how to recognize if the person uses special devices to help them hear, see, or communicate
• making communication methods available that work for the person, like sign language or using clear and simple language

Publishing information: We have started sharing specific information on our website including:

• that we follow the Canadian Transportation Agency’s rules
• what services are available for persons with disabilities
• details about how passengers can submit their accessibility feedback

Phone systems: We have a toll-free phone number and a teletypewriter line that persons can call for information.

Website access: We continue to update our website, which includes making sure the website follows accessibility guidelines, including the Web Content Accessibility Guidelines.

Announcements: We have existing site-specific plans for managing emergencies, including ensuring the safety and security of the public. These plans are adapted to the infrastructure and logistics of that particular site. At larger sites, including those involving an owner-operator, the infrastructure may allow for an announcement to be made in audio or video format (for example intercoms, video screens). In smaller sites, announcements may be made in-person.

Kiosks: The automated kiosks used by the Canada Border Services Agency (CBSA) to process travellers, are owned by owner operators which include airport authorities. The CBSA is responsible for maintaining the software and ensuring that the software meets digital accessibility standards.

Assistance with kiosks: If a person with a disability asks for help using a kiosk at a CBSA site, the owner operator has dedicated client service ambassadors who are able to assist. CBSA employees are also able to respond to questions and provide support as required.

Kiosk software maintenance: Kiosk software must be in good working order. Our software goes through a life-cycle maintenance process. The CBSA also promptly resolves any issues in partnership with others including on-site and off-site technical support. We also have a fail-safe mechanism to ensure alternatives are provided to clients such as paper forms, where required.

Accessible transportation training for employees: We continue to ensure our employees receive accessibility training on how to help persons with disabilities access our services. Frontline employees are required to take this training, and have it refreshed every 3 years. To date, 61% of frontline employees have taken this training.

Part 5 requirements applicable to the CBSA

The Canadian Transportation Agency has identified specific requirements for the CBSA under Part 5 of the regulations. Our actions towards meeting these regulations include:

Border clearance

The CBSA is committed to providing services to persons with disabilities without delay during the border clearance process. This includes:

• expedited processing by directing the person, and any support person, to the front of any line
• assisting the person through the steps of the border clearance process, including providing verbal or visual cues or additional instructions
• aiding in the completion of a declaration card or collecting a verbal declaration, and assistance with the placement of personal items on a counter for inspection, including their retrieval if required

An operational directive has been shared with staff and these practices are reinforced in training.

Signage

To meet the signage requirements set out in clauses 4.5.3 to 4.5.7 under the Canadian Standards Association B651-18, we have taken several steps to ensure compliance with the regulations:

Compliance with the Federal Identity Program: We maintain our signage program by ensuring that all signage complies with the Treasury Board Secretariat Federal Identity Program. This involves making sure that signage products and materials are non-glare and have appropriate colour contrast. These signs are installed in well-lit areas, and room or area entrance signs are placed next to or at the entry of all spaces, including washrooms and exits.

National Master Standing Offer: We are exclusively using the National Master Standing Offer vendor for all signage needs across our facilities. This vendor holds the templates and specifications for the Federal Identity Program’s signage throughout the duration of its over 20 year contract. This ensures consistent, high-quality signage, maintaining a government-wide "common look and feel" and is compliant with the Federal Identity Program standards.

Electronic message signage: For maintenance facilities, we fully adhere to the requirements outlined in Canadian Standards Association B651-18 (as specified in clauses 4.5.3 to 4.5.5) for electronic message signage. However, at Customs facilities where CBSA the occupant but not the owner (for example airports and other terminals), ownership and responsibility for electronic message signage compliance belong with the facility owner.

Mandatory declaration signage: Smaller mandatory declaration messages adhering to the Canadian Standards Association requirements have been deployed in CBSA’s customs controlled queuing areas. This provides travellers with advance information to assist them in understanding the processing requirements. Active consultations with the Canadian Air Transport Security Authority and the Canadian Standards Association have been conducted to seek alternative solutions for larger mandatory messages.

The CBSA has requested an exemption to have larger sign messages produced. A compact and durable tactile handout is provided to travellers upon arrival to Canada in lieu of tactile signage for mandatory messages. The Canadian Transportation Agency has looked favorably on this alternative, which was also shared with the Canadian Standards Association. The Canadian Air Transport Security Authority is also adopting CBSA’s approach at departure points from Canada, to ensure that the traveller experience while entering or leaving Canada is similar and more seamless for passengers.

Presently, the CBSA, in tandem with Canadian Air Transport Security Authority, is developing an alternative product which will be shared with the Canadian Transportation Agency once the prototype is finalized. The Canadian National Institute for the Blind has tested the Canadian Air Transport Security Authority’s prototype and are satisfied with the product. The CBSA is awaiting confirmation from the Canadian Transportation Agency on whether a different product can be used to communicate required messages. If accepted, the CBSA will pick a new approved signage option for mandatory messages.

Consultations

Throughout 2023, we continued our internal consultations and engagement on accessibility in the development of our progress report. These activities included:

• executive level Accessibility Taskforce meetings, with senior leaders who proactively address issues in an integrated manner and advocate for persons with disabilities
• hosted 20 national employee engagement sessions on accessibility with a total of over 1,000 participants (a more comprehensive list of activities and initiatives can be found in Annex C)
• spoke with other Federal Government departments to learn and share best practices
• participated in accessibility networks, interdepartmental groups and communities of practice to learn about consultations, projects and programs supporting persons with disabilities and removing barriers
• involved our internal Persons with Disabilities Advisory Committee in all meetings, focus groups, engagement session development and facilitation, and in drafting and reviewing this annual progress report

Additionally, the Canada Border Services Agency (CBSA) is exploring the establishment of an external Accessibility Advisory Committee to provide regular feedback to CBSA program areas. The CBSA has also explored other methods, including a public opinion survey, and external consultations with travellers specific to both current and future programs and services.

The CBSA also participates in the consultation advisory committee that is organized by the Canadian Transportation Authority. This allows information and feedback provided by experts and persons with disabilities to be proactively incorporated into our processes.

A more detailed plan for external consultations will be published in the spring of 2024.

Feedback information

For the 2023 Annual Accessibility Progress Report, we are only including feedback statistics received from January 1, 2023 to August 31, 2023 due to the timing in the development of this report. Feedback received after August 31, 2023 will be included in next year’s progress report.

Accessibility feedback received was investigated and analyzed to help inform the implementation of our Accessibility Plan.

Feedback statistics

• during the identified period, 72 pieces of feedback were received from external and internal sources, which included:
  • 7 positive, 22 neutral and 43 negative complaints
  • 21 anonymous pieces of feedback and 51 pieces of identified feedback
• the priority area with the highest number of submissions relates to Employment
• the priority areas that received the fewest number of submissions relate to the Procurement and Communications respectively
• feedback was primarily submitted through 3 channels: our internal accessibility feedback form; through email; and from external feedback form submissions
• the breakdown of feedback by priority area was:
  • employment: 37 submissions were received (see below)
  • the Built Environment: 10 submissions were received
  • the Procurement of Goods, Services and Facilities: 1 submission was received
  • communication, Other than Information and Communication Technologies: 1 submission was received
  • Information and Communication Technologies: 4 submissions were received
  • the Design and Delivery of Programs and Services:13 submissions were received (see below)
  • general questions: 6 submissions were received

The most common type of barrier reported through feedback was related to the directive on return to the workplace established by the Treasury Board Secretariat in early 2023. This directive was identified to have created additional challenges for many of our employees with disabilities. The agency worked hard to address this feedback on a case-by-case basis due to the unique nature of each person’s situation.

Only 1 piece of feedback was received related to the implementation of the agency’s Accessibility Plan, and questioned why it would take until 2040 to make the agency fully accessible. Although we only received this feedback once through the formal feedback process, it is understood that building awareness related to accessibility is important to break down common myths and misconceptions about timelines. We focused heavily throughout the year on actively addressing the collective effort required by all employees to address accessibility barriers starting one day at a time in order to fully meet our obligations by 2040.

There were 7 cases of people who travelled across a Canadian border and reported that they had encountered an accessibility barrier through our service delivery. Upon careful investigation, the majority of these barriers were related to airline personnel accompanying passengers through customs corridors to the CBSA primary inspect line, or with the airport authority.

CBSA met with the Canadian Air Transport Security Authority and began collaboration on addressing accessibility barriers that exist at airport terminals. Additionally, CBSA is participating in the Inclusive Airports research through a federal grant awarded to the University of Laval. This research project will provide scientific evidence, identify barriers and find solutions to assist in the review of the agency’s policies and programs and enable the implementation of actions and tools using an accessibility lens. The outcomes of this research will be reported in more detail in our 2024 Annual Accessibility Progress Report.

An audit undertaken by the Canadian Transportation Agency, revealed some deficiencies related to the CBSA’s multi-year Accessibility Plan, the Accessibility Feedback Process and the overall accessibility of the CBSA website. In response to the recommendations identified through this audit, the agency is implementing the following changes:

• Formatting changes to the Accessibility Plan including:
  • heading changes
  • clarification on fulfillment times for alternate format requests
  • how feedback can be submitted through social media channels
  • addition of the “Consultations” and “Provisions to meet Canadian Transportation Agency requirements” sections
• The development of an external accessibility consultation plan starting in 2024
• Extra measures to ensure web accessibility standards are met or exceeded for the Accessibility Plan and Feedback Process

Annexes

Annex A: What we have learned

We are committed to accessibility and inclusion across all areas of our operations. Through our work over the past year to ensure that services, processes and physical environments are more accessible to everyone, many insights have emerged.

Addressing systemic issues: While some changes to how we address accessibility might be felt quickly, others will take longer because the change initiatives are progressively being rolled out. The importance of senior-level sponsorship to prioritize investments and efforts across all priority areas is imperative. The agency has prioritized accessibility, alongside other equity and inclusion initiatives, to ensure that we build and continue to foster an inclusive workplace that respects the diversity of our workforce.

Specialized training: Specialized training to enshrine accessibility principles into core business is required. We are examining the training and certification programs available so we can share them as resources to our workforce.

Many want to be accessible but don’t know how: We discovered an even greater willingness amongst employees within the organization to learn and adapt to accessibility needs than initially expected. We have recognized the importance of building awareness starting with management levels, to ensure they understand how to support their employees and to be accepting to their differences and abilities. Our workforce requires the tools and resources to support them through accessibility considerations.

Nothing about us, without us: Ensuring persons with disabilities are a part of the development and design of products, programs and services is key. While our Persons with Disability Advisory Committee has appreciated being consulted on numerous things, they are also experiencing fatigue. We can partially address this through ensuring that our workforce is truly representative of the population in Canada and leveraging the experience that all individuals bring.

Annex B: New identified barriers

New and surprising challenges have emerged, as we began promoting and implementing accessibility within the agency. Actions taken to implement the CBSA’s Accessibility Plan, shed light on new accessibility barriers:

Return to office: The return to office directive imposed by the Treasury Board Secretariat, had a significant impact on employees, particularly those with disabilities. Following the implementation of the directive, there was a noticeable increase in Duty to Accommodate requests that created a significant backlog. This has resulted in delays in processing requests for accommodations.

Resources constraints: Dismantling barriers, such as those in our physical environment, can be costly due the large and complex infrastructure footprint. Limited resources means that we are not able to quickly advance our accessibility goals and that we have to prioritize and plan.

Technology vendors: The agency is reliant on third party vendors to provide our goods, services and tools. Industry needs to adapt to new accessibility measures and make their products accessible. The current products and information technology tools we have are not fully accessible. For example our procurement system lacks bilingual and hearing or visual accessible capabilities. This is being addressed through procurement discussions so that our vendors are informed and ready to provide new accessible options.

Stakeholder capacity: Stakeholder capacity is limited with the volume of large information technology initiatives currently underway across the Government of Canada, and at present there is a lack of digital accessibility expertise within our current workforce. While some are internal, many existing of our information technology applications and tools are provided by private technology vendors which has created a dependency on them and their commitment to accessibility for our own progress towards our objectives.

Annex C: Initiatives and activities to increase accessibility

Provide tools and resources to managers and employees

Over 95% of our sub-delegated hiring managers have completed unconscious bias training. This training must be completed by all managers who have staffing sub-delegation and/or anyone who will participate in an interview board or committee.

The Persons with Disabilities Advisory Committee established a Mental Fitness safe space, in late 2022. Members met every 2 months with the Employee Assistance Program. These meetings allowed members to share, learn, and grow, and promoted best practices.

Additional tools and resources

• 238 of our employees have completed training called “Moving from Bias to Inclusion” which is offered by the Canada School of Public Service
• introduced more online learning opportunities, which can benefit employees with diverse needs, including those with social anxiety
• recognized the need for improved accessibility in language training and explored solutions to serve employees with diverse learning needs

Improve the delivery of workplace accommodation process

• worked to clarify the duty to accommodate process, updated policies and created a guide for managers and employees to clarify and simplify the process
• simplified forms to streamline the duty to accommodate process
• the Human Resources Branch worked closely with the Information and Communication Technologies team to equip employees with disabilities promptly so their accessibility needs were met

Remove barriers in our staffing processes

• we started an Employment Systems Review to develop a deeper understanding of the barriers that persons with disabilities face (available by March 31, 2024)
• we updated the agency’s staffing framework to reflect the recent changes to the Public Service Employment Act that address removing biases and barriers from staffing processes
• we also trained the staffing community and sub-delegated managers on how to identify and remove potential biases and barriers from staffing processes

Accessibility in training materials

Our training and development teams, in consultation with our Persons with Disabilities Advisory Committee, made sure that all major internal products were presented in multiple formats (for example text, images, video and audio). They also included:

• closed captions, transcripts and descriptions for multimedia content
• diverse examples, case studies and scenarios to reflect a variety of cultures, backgrounds and perspectives
• inclusive language and imagery to avoid stereotypes or biases and intentionally as well as avoiding interactions that would be difficult for individuals with visual and mobility considerations

Accessibility workshops and engagement sessions

We led several workshops and engagement sessions to promote allyship, inclusivity and to build accessibility confidence. Over 400 employees participated in these interactive small group engagement sessions. These sessions included small group discussions where participants considered the experiences of persons with disabilities, identified barriers, suggested potential solutions, and discussed how to intervene in similar situations. A few statistics from these workshops include:

• 100% of surveyed participants found the session engaging
• 100% would recommend this session to a colleague
• breakout rooms were a highlight for 70% of participants which provided experiential learning opportunities

Here is what participants of these workshops had to say:

I believe [the engaged scenario discussion] is effective in drawing attention to those things that many of us overlook day-to-day.

The session is approachable for all levels of staff to leadership, from those with little knowledge to those who are experts - all are able to contribute and learn something!

This is the best way to learn, exchange ideas and become better leaders in accessibility and inclusion.

After attending the session, participants reported a 56% increase in their comfort level with having conversations about accessibility.

With regards to job candidates, we launched an initiative to help us improve our recruitment, hiring and onboarding processes. In December of 2022, we used a new approach to connect hiring managers with candidates through 18 different information sessions. During these information sessions, hiring managers spoke about team dynamics, job responsibilities, required skills, and the hybrid work model. Candidates were provided the opportunity ask questions anonymously or live.

Here is what attendees shared after our job information sessions:

I wish to thank the facilitators and managers for taking the time to organize this session, sharing information and answering questions. Much appreciated new approach to hiring. Thank you!

I really want to work for CBSA just based on the difference in this process.

Thank you for hosting these sessions. This staffing process is really innovative.

Thank you so much for this session and I look forward to working this wonderful team. It makes me so happy to see you put in this approach to make applying for government jobs more accessible.

Annex D: Glossary

From Treasury Board of Canada Secretariat unless otherwise indicated.

Accessibility

The degree to which a product, service, program or environment is available to be accessed or used by all (Source: Glossary of the Accessibility Strategy for the Public Service of Canada).

Adaptive technology

Include assistive devices, technical aids, telephony equipment, hardware and software tools that make a work environment more accessible for people with different needs. CBSA managers are responsible for acquiring all non-adaptive technology products, even if they are part of an ergonomic assessment or doctor's recommendations.

Barrier

The act defines a barrier as “anything physical, architectural, technological or attitudinal, anything that is based on information or communications or anything that is the result of a policy or a practice that hinders the full and equal participation in society of persons with a physical, mental, intellectual, cognitive, learning, communication or sensory impairment or functional limitation.” (Source: Accessible Canada Act).

Disability

The act defines disability as "any impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment, or a functional limitation, whether permanent, temporary or episodic in nature, or evident or not, that, in interaction with a barrier, hinders a person's full and equal participation in society." (Source: Accessible Canada Act).

Diversity

The inclusion of different types of people. A diverse workforce in the public service is made up of individuals who have an array of identities, abilities, backgrounds, cultures, skills, perspectives and experiences that are representative of Canada’s current and evolving population (Source: Building a Diverse and Inclusive Public Service: Final Report of the Joint Union/Management Task Force on Diversity and Inclusion).

Employee

A person employed in the public service.

Self-identification

Internal representation for Indigenous peoples, persons with disabilities and members of visible minorities is based on employees who have voluntarily chosen to self-identify or self-declare through a recruitment process in one of the employment equity groups or a part of at least one employment equity group. Information on the sex of employees is taken from the Government of Canada's pay system (Source: Employment Equity in the Public Service of Canada for Fiscal Year 2021 to 2022).

Workforce availability

Workforce availability includes Canadian citizens and permanent residents (as of March 2022) who are active in the labour market and are at least 15 years of age and is based on occupations in the Canadian workforce that correspond to the occupations in the public service.

The review of the benchmark stems from three main concerns expressed by stakeholders:

1. using workforce availability to report on representation for employment equity groups may not provide an accurate picture of the workforce and may be too low for what would be required if Labour Market Availability were applied
2. Workforce availability and Labour Market Availability are based on census data (the most recent is the 2016 Census), which may not reflect the fast-changing composition of the Canadian labour market
3. benchmarks by disaggregated employment equity groups are not currently available

(Source: Employment Equity in the Public Service of Canada for Fiscal Year 2021 to 2022).

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