Accessibility Action Plan Progress Report, December 31, 2024

General

The Accessible Canada Act (ACA) established a three-year planning and reporting cycle for federal government departments and agencies. In 2022, Parks Canada published its Accessibility Action Plan, the first year of the three-year plan. As required by the Accessible Canada Regulations, Parks Canada has produced and published its first Accessibility Action Plan Progress Report on December 31, 2023.

This report provides an overview of the progress made, along with the key challenges and opportunities for improvement within our workplace environment, human resources, and accommodation processes. It offers strategic insights into how we can further advance accessibility and inclusivity for all employees, with particular emphasis on those with disabilities.

The report includes a detailed analysis of feedback and consultations, as well as information relating to each of the seven areas outlined in the ACA, which correspond to the core pillars of Parks Canada’s Accessibility Action Plan.

The Senior Director of Workforce Diversity, Culture and Development in the Human Resources and Wellness Directorate is the designated person to receive feedback for Parks Canada.
Suggestions, complaints, or feedback with accessibility at Parks Canada helps us improve our Accessibility Action Plan and its application.

To request an alternate format such as regular prints, braille, or another appropriate format of the Progress Report, Feedback Mechanism, or the Accessibility Action Plan, please contact us. We can be reached in several ways.

Mail
Diversity, Inclusion and Accessibility
Parks Canada Agency
30, rue Victoria
Gatineau (Québec) J8X 0B3

Telephone
Within Canada and United States: 1-888-773-8888
Outside North America: 1-819-420-9486

Email
information@pc.gc.ca

Input was provided by all Parks Canada Agency directorates, who are responsible for carrying out the work of implementing the objectives of Parks Canada’s Accessibility Action Plan. In addition to describing what has been done to implement the objectives, a status of the work to date has been assigned by the directorates. The objectives are described under seven pillars of the Action Plan. They are:

1. Employment

2. Built environment

3. Information and communication technology

4. Communication, other than information and communications technology

5. Procurement of goods, services and facilities

6. Design and delivery of programs and services

7. Transportation

 

Consultations

Consultations took place with a number of individuals or representatives across the Parks Canada Agency with the goal to present the progress made on the action items and to consult as widely as possible to obtain maximum feedback on accessibility from employees, especially employees with disabilities.

The various directorates were consulted and asked to report on the progress made regarding accessibility within Parks Canada in their respective business line.

The Diversity, Inclusion and Accessibility team partnered with the co-chair of the Employees with Disabilities (EWD) Network in developing a plan, survey and methodology that would encourage greater participation from employees, particularly from employees with disabilities. The goal was to ensure that employees with disabilities across Parks Canada were included, not just employees from the EWD Network.

A survey was developed in collaboration with several stakeholders, including representatives from the EWD Network, and consultations with the Audit and Evaluation team. It was created using the GC Forms platform, chosen for its compliance with the WCAG 2.1 Level AA accessibility criteria, as well as its security and confidentiality guarantees, with protection extending to Level B. The survey was made available to all Parks Canada employees via an intranet page for period of five weeks.

The primary objective of the survey was to gather feedback from employees regarding the progress made in implementing the objectives set out in the 2022-2025 Accessibility Action Plan. The only mandatory question, "Are you a person with a disability?", was intended to differentiate the responses from employees with disabilities in order to provide an accurate portrait of this community. Participants were not required to answer all of the questions, which explains the variation in the number of responses to each question related to the different pillars.

Design and Methodology

When the design and the methodology was developed, it was presented to the Employees with Disabilities Network seeking their views and involvement.

The comments gathered through the open-ended questions in the various sections of the survey has been divided into two distinct categories: responses provided by individuals with disabilities and those from participants who did not identify as having a disability. In accordance with the Accessibility Strategy for the Public Service of Canada, "Nothing without us", and in respect of inclusion principles, this report will focus exclusively on the feedback from individuals with disabilities. The responses from the second category, while important, will not be directly included in this report. However, they will be used in a separate context and presented to senior management for analysis and follow-up. This approach will allow us to adjust and improve our internal processes, while enhancing the effectiveness of our accessibility strategies within Parks Canada.

1. Employment

Where we want to be:

Parks Canada Agency meets or surpasses labour market availability for persons with disabilities and contributes to the overall representation goals of the public service of Canada. The organization’s human resources management policies, programs and practices are inclusive by design.

What we are doing (Action Items):

Leverage the expertise of and partner with disability organizations and agencies to recruit Canadians with disabilities. Status: complete/ongoing

• We worked with Live-Work-Play to provide a pipeline that can be used for local staffing, shared our processes with them, and provided them a direct contact and a process for those who need support in the application processes.  This is identified as ongoing because this is not something that we should ever see as complete.

Create talent pipelines of students and youth with disabilities hired for seasonal support to enter the workforce on a permanent basis. Status: complete/ongoing

• We have developed lists of persons available for appointment and deployment, using Park’s own processes as well as those conducted by other departments in the core public service. This item is identified as ongoing because this is not something that we should ever see as complete.

Review staffing processes with accessibility experts and in consultation with employees with disabilities to update and remove barriers. Status: near completion

• A resource was hired to review our staffing processes and develop a review and monitoring framework as well as tools for HR and managers, which is being rolled out in Q2/Q3 2024-2025. Note: this is employment equity focused, so it is inclusive of supporting employees with various barriers.

Establish a new model for the management of accommodations, in collaboration with employees with disabilities. Status: near completion

• Following consultations with internal and external partners we developed a new service delivery model design. The new model is approved by Senior Management Committees.
• Temporary funding was secured for the 2024-2025 fiscal year. Permanent funding is expected to be on-going through the 2025 budget allocation. 
• A phased implementation started in September 2024 and is expected to be completed by March 2025. 
• Four additional FTEs were identified to support the new centralized service delivery model.  Onboarding of those resources are aligned with the phased implementation.

From the survey:

Employment Survey Questions

1. Please indicate your level of agreement or disagreement with the following statement. Parks Canada’s human resource practices are inclusive for people with disabilities.

2. Please indicate your level of agreement or disagreement with the following statement. Parks Canada’s staffing practices are inclusive for people with disabilities. 

3. Please indicate your level of agreement or disagreement with the following statement. - My work environment is accessible to me (please exclude your home office).          

4. Please indicate your level of agreement or disagreement with the following statement. - Parks Canada’s management of accommodations meets my needs.       

The questions in the survey under the Employment pillar are concerning the inclusivity in Human Resources practices and effectiveness of accommodations management in the work environment. The feedback from the survey indicates that in summary, employees with disabilities generally report lower positive experiences and higher negative experiences compared to employees without disabilities across the areas surveyed.

We received 46 comments on this pillar, 31 of which came from individuals with disabilities. Most comments (68%) focused on the challenges of obtaining accommodations. Other key themes included barriers related to staffing policies, tools, and processes (16%). Additionally, 16% of comments highlighted cultural issues at Parks Canada, such as discrimination, inconsistent standards across field units, and a lack of awareness among managers, all of which pose challenges for people with disabilities.

In summary there has been progress on the Employment pillar but as the results of the survey show, there is more work to do to ensure that the work being done is having an impact and is reaching employees who it intends to reach.

 

2. The built environment

Where we want to be:

Accessibility becomes a fully integrated part of our work with considerations for inclusion and accessibility integrated into all steps in planning and delivery of visitor services, experiences, and infrastructure.
Employees have a clear understanding of accessibility principles, expectations, and requirements.

What we are doing (Action Items):

Develop and/or adopt available and applicable accessible and inclusive built environment standards and guidelines. Status: complete/ongoing

• The Real Property & Assets Directorate (RPAD) has specialized expertise on accessibility standards and their application to the built environment. The Directorate provides advice and guidance on the application of the Accessibility Standards Canada and Canadian Standards Association (CSA)Group standards.

Develop accessibility expertise in our built environment centres of expertise (i.e. architecture and engineering) to support accessible and inclusive planning, design, construction, operation, and use of our built environment and ensure that solutions are consistently applied nationally. Status: near completion

• RPAD has specialized expertise on accessibility standards and their application to the build environment. The standards are not always applied consistently across the Agency.

Integrate accessibility considerations in all of our planning and management plans, visitor experience strategies, projects and initiatives related to the built environment. Status: near completion

• External Relations and Visitor Experience (ERVE): Tools and resources related to the Visitor Experience Strategy (VES) process are constantly being updated to address Parks Canada priorities. On-going revisions to these tools include multiple prompts to consider and prioritize accessibility whenever possible throughout the 9-step process.  Opportunities to inform a VES using other existing tools that assess accessibility or provide strategies and tactics to remove or prevent barriers are included. 

Engage with external stakeholders to help guide the work that we do on improving the inclusiveness of visitor infrastructure, services and experiences. Status: complete/ongoing

• Accessibility Resource Committee (external) established to support Visitor Experience (VE) employees in improving the accessibility of infrastructure, programs and services. There have been two meetings in 2024, three are planned for 2025.

Assess what infrastructure and experiences we currently offer and understand where we can make improvements. Status: some progress

• Parks Canada Agency’s approach is project or location based. Accessibility analysis is integrated into infrastructure assessments when possible or new projects in the design phase. There is no Agency-wide assessment process. 
• Site visits completed at Riding Mountain National Park, Batoche, Fort Battleford, The Forks, Prince Albert National Park, Elk Island National Park, Lake Louise and several historic sites in Atlantic Canada in 2024. Staff training sessions on accessibility and inclusion offered and site visits to observe accessibility barriers conducted. Reports created with lists of needed improvements and work is prioritized based on a priority table.

Prioritize improvements to existing infrastructure based on analysis and consultation with established timelines for improvements as funding allows. Status: some progress

• Provide support to field units on prioritizing accessibility upgrades based on site visits (see above) or consultant reports (Gros Morne, Elk Island).
• Provide support to field units to integrate accessibility improvements into existing projects.

Ensure all new projects incorporate the latest standards while also meeting the real needs of visitors and ensure that any new projects are integrated into existing infrastructure so that overall site connectivity and visitor experience can be improved. Status: near completion

• Collaboration between ERVE and RPAD Technical and Specialist Services group to develop technical tools and standardized designs for field sites when planning new sanitary facility projects. Contain concept plans and all technical requirements to meet Parks Canada Directive on Inclusive Sanitary Facility Design, CSA B651 and National Building Code.
• Front country Vault Privy Design Guidelines:  completed
• Washroom and Sanitary Facility Standardized Concept Designs: underway.

Increase the accessibility of our built environment for Canadians through increased digital and virtual offerings of our National Parks, National Historic Sites, National Marine Conservation Areas, and Urban Parks. Status: complete/ongoing

• Parks Canada’s free mobile app offers visitors easy access to essential information, self-guided tours, and interactive experiences at over 200 sites nationwide. The app enables exploration of even the most remote locations with offline functionality, ensuring seamless use without internet connectivity.
• The Parks Canada App is designed to enhance accessibility, allowing all visitors to enjoy inclusive experiences. Features include:
• integrated screen reader support, audio guides, subtitles, and 29 self-guided tours available offline, providing full engagement for visually and hearing-impaired visitors.
• Multilingual options (50+ languages), image descriptions, audio transcripts, and interactive content, supporting culturally inclusive experiences.
• “Near me” location lists, identifying nearby points of interest for quick, customized navigation.
• Accessible tours, like Fort Rodd Hill & Fisgard Lighthouse National Historic Site, with specialized wayfinding for visitors with physical disabilities, and the Saint-Louis Forts and Châteaux National Historic Site audio tour in five languages.
• To support accessibility on the app, the New Media Team has provided guidance to collaborators across the Agency on writing in plain language for mobile device users (mobile audience) and developed a toolkit to ensure videos, audio, and other content are optimized for all users.

From the survey:

Built Environment Survey Questions

5. Does your work at Parks Canada relate to the built environment? This could include visitor facilities, trails, staff work sites, or any other structures designed for staff or visitors.           

6. Please indicate your level of familiarity with: - Design standards for accessibility in the built environment.  

7. Please indicate your level of familiarity with: - Legal requirements related to accessibility for the built environment.  

8. Please indicate your level of familiarity with: - Best practices for creating accessible environments.           

Overall, in the survey, employees with and without disabilities show similar levels of familiarity with accessibility standards, legal requirements, and best practices, with slight variations in percentages.

For this pillar, survey participants were given the opportunity to provide comments through two questions. The first question asked what type of training they would like to receive related to the accessibility of the built environment. A total of 28 responses were received, 12 of which came from people with disabilities. Of these, 83% expressed interest in training on topics such as standards, best practices, and legal requirements pertaining to the built environment. Some participants also specified a preference for site-specific training, ideally delivered by a person with disabilities. The remaining responses indicated that participants would benefit from any form of accessibility training related to the built environment.

The second question requested general feedback about the built environment. A total of 11 comments were received, with 6 coming from people with disabilities. Most of the feedback (83%) from people with disabilities focused on the need for additional training or raised concerns about accessibility.

In summary, Parks Canada is making progress in integrating considerations for inclusion and accessibility into planning and delivery of visitor services, experiences, and infrastructure. More effort is needed in supporting employees to have a clear understanding of accessibility principles, expectations, and requirements.

3. Information and communication technologies (ICT)

Where we want to be:

Parks Canada clients and employees can access and use Parks Canada information and communications technology and digital content, regardless of ability or disability.

What we are doing (Action Items):

Work with the Accessibility, Accommodation and Adaptive Computer Technology (AAACT) to find solution options for several types and degrees of disabilities. Status: Status: complete/ongoing

• Parks Canada continues to work with the AAACT group at Shared Services Canada (SSC) to determine and adopt relevant technology and equipment to assist people with various types and degrees of disabilities, and to support requests for accommodations as required. 
• In addition, Parks Canada IT Service Desk agents, when receiving requests for accommodations, consult with the AAACT for advice and guidance when issues arise.

Strengthen governance to ensure internal solutions also meet accessibility requirements. Status: complete/ongoing

• The Parks Canada’s Architecture Review Board (ARB) and the Digital Project Review Committee (DPRC), over the last two fiscal years, have improved their processes and documentation to ensure proposed internal solutions meet accessibility requirements. 
• Both ARB and DPRC ensure accessibility requirements of new internal solutions are met, from the design stage through to procurement and licensing by requiring that specific information related to accessibility features are included in the initial request, validated through the approval process, and verified during procurement.  ARB ensures that this information remains central to approval decisions and implementation.
• In Q3 of FY 2023/24, ARB will be the official approving body of all software at Parks Canada, including internal solutions, which will ensure accessibility requirements are met, as outlined in the Government of Canada Standard on Accessibility, Web Content Accessibility Guidelines and SSC Accessible Procurement Guide.

Improve training, processes, and public-facing websites. Status: some progress

• As digital governance continues to mature within Parks Canada, so too do the processes and training aimed at improving accessibility compliance. 
• In-take forms for requests for custom hardware and software are being updated to include a simple feature that will facilitate the activation of AAACT team and improve data capture for improved reporting capabilities.
• In Q3 of FY2023-2024 a dedicated resource will be identified and responsible for identifying Information and Communication Technology (ICT) accessibility training and best practices through ongoing involvement with Government of Canada community of practices.  All Parks Canada members involved in the development or implementation of digital solutions will be required to take training on accessibility as recommended by the Chief Information Officer.
• Regular updates with recommendations for improved processes and training will be provided to the Chief Information Officer and digital governance committees.

Perform prioritized accessibility assessments of its ICT and develop plans to address policy non-compliance. Status: some progress

• Parks Canada maintains open and positive relationships with AAACT specialists that facilitate information sharing about Shared Services Canada Priority Assessments.
• We continue to monitor issue resolution information about non-compliance with ICT accessibility in our Issue Management Tracking tools.  Addressing non-compliance is currently done on a case-by-case basis.
• Parks Canada is developing an assessment strategy and framework to characterize the current level of accessibility features of different components of the ICT environment. 
• A strong framework and well-defined process will enable Parks Canada to perform accessibility assessments while leveraging and strengthening existing tools, like the PCAI.  As part of this process, action plans to address policy non-compliance will be integrated into standard operating procedures, therefore reducing the number non-compliant items over time.

Apply Government of Canada accessibility requirements to new internally facing solutions. Status: complete/ongoing

• The Parks Canada IT Architecture Review Board (ARB) reviews and approves the architecture of all digital initiatives in the Agency. Currently, all requests for new digital solutions, external or internal, are assessed against the Government of Canada accessibility requirements; Government of Canada Standard on Accessibility, Web Content Accessibility Guidelines and (SSC) Accessible Procurement Guide.
• The upgraded suite of Microsoft 365 products that have recently been adopted by Parks Canada have well developed accessibility features that are built in and easy to use.

Use consultations with people with disabilities to obtain feedback on the application of accessibility features. Status: no progress

• While feedback and communication with the digital userbase has always been important, no standardized structure has been implemented to ensure that feedback specific to accessibility issues is adequately captured.
• Planned upgrades to procedures will ensure that “follow up” is built into workflow models which will ensure people who make accessibility and accommodation requests are contacted for feedback after the resolution of their requests.  This model ensures that feedback is looped back into the long-term sustainability and continuous improvement of the Accessibility Program at Parks Canada.
• We will formalize a sustained engagement with the community through the Diversity, Inclusion and Accessibility (DIA) team to receive feedback and discuss improvement options by end of FY 2024-2025. 

From the survey:
Information and Communication Technologies Survey Questions

9. Have you recently (during the course of 2024) experienced any challenges when accessing Parks Canada information via digital tools? This includes ParksNet, Jira, PeopleSoft, Confluence and any other digital tools provided by Parks Canada.

10. Which platforms have you experienced challenges with?    

11. Have these issues been resolved?

The survey results highlight that employees with disabilities face more challenges and have a lower resolution rate for issues relating to accessing Parks Canada information through digital tools compared to employees without disabilities.

The comments from the survey for this pillar was collected through three questions. The first question asked participants to identify platforms, other than the one previously mentioned, that they encountered issues with in 2024. A total of 36 answer were received from which 15 came from people with disabilities. For people with disabilities, the most common issues (53%) were related to elements of the M365 suite, such as Outlook, Teams, and SharePoint. The second most frequent issues (40%) were associated with government software, including the Public Service Resourcing System, the travel system, or the Canada School of Public Service training platform. The remaining feedback covered a wide range of software, with no clear common theme emerging from the responses.

The second question asked participants to briefly describe the issues they encountered with information and communication technologies in 2024. A total of 59 responses were received, with 25 coming from people with disabilities. Of the responses from people with disabilities, 64% reported difficulties in finding or accessing the information they needed. The remaining 36% of comments were related to technical issues, such as system outages or general downtime.

The third question of this pillar asked participants to provide any additional feedback regarding information and communication technologies. A total of 15 responses were received, 9 of which came from people with disabilities. All the comments mentioned challenges with accessing or locating information within Parks Canada’s files or network or navigating through the architecture of the drives.

In summary, there has been a lot of work and progress made to set the stage for employees to access and use Parks Canada information and communications technology and digital content, regardless of ability or disability. However, more focus needs to be made on how employees can access the tools and technology.

4. Communication, other than ICT

Where we want to be:

All Parks Canada team members will know where to find information on accessible communications, media, and design standards and be enabled to apply them in the production of Parks Canada internal and external communications and media.

What we are doing (Action Items):

Continue to refine our guidance, based on best practices, for presenting information on the web accessibly, and in the planning and development of communications products and activities. This work will include user testing content with people with disabilities. Status: complete/ongoing

• Working with other Parks Canada teams, the National Web Team is ensuring that all new third-party websites exceed the current Government of Canada standard for accessibility, requiring EN 301 549/WCAG 2.1 AA instead of WCAG 2.0 AA.

Continue to refine guidance, based on best practices, for presenting information on the website about the level of accessibility of places, infrastructure and experiences. Status: some progress

• General web guidance for presenting information accessibly on the web is complete and ongoing.
• Working with Parks Canada’s Visitor Experience Accessibility and Inclusion Team, the National Web Team is continuing to develop an accessibility toolkit for web content creators throughout the Agency. The Accessibility and Inclusion Team is continuing to host an Accessibility Content Blitz series to encourage field units to collect accessibility information and functional photos to be added to webpages. Planning is underway for part II of this series in collaboration with the Web Team.
• Revised guidance for presenting accessibility information for Parks Canada trails and infrastructure is progressing well. User testing with users with lived experiences has been completed and guidance and templates are being revised.
• The National Web Team continues to make information and communication technologies accessible by default and provide the necessary accommodations.
• The National Web Team continues to provide web accessibility training to all Parks Canada website editors, this training is also heavily promoted to non-website editors.
• Web accessibility information is integrated into other training sessions, in addition to the dedicated web accessibility training session.
• The National Web Team is working with the Digital Systems and Services Branch to adopt a fully accessible standardized web form product for enterprise-wide use.

Review recently published GoC accessibility standards for media so that Parks Canada can better plan for updating the Design Guidelines for Media Accessibility. Status: near completion

• Existing design standards already addressed accessibility requirements. As new standards are created, accessibility continues to be a key consideration. Any future updates to existing standards will also include a review of accessibility requirements.
• The Design Team supervisor is a member of the advisory group on accessible signage given proven record in existing design practices in consideration of accessibility.

Promote the Guidelines on Making Communications Products and Activities Accessible so that all Parks Canada team members can ensure all communications products meet accessibility standards. Status: complete/ongoing

• The National Web Team continues to promote the Government of Canada’s Accessibility Toolkit to all participants of our web training. In particular, emphasis is placed on the Accessible Document guidance.

Work with partners to better promote accessible services, programs and experiences.        Status: complete/ongoing

• The VE Accessibility and Inclusion Team has established an Accessibility Resource Committee with participants representing disability organizations across the country. The committee will have met twice by the end of 2024 to discuss accessibility related to services, programs and experiences for visitors.

From the Survey:

Communications other than Information and Communications Technology Survey Questions

12. If you needed to create a communication product, would you know where to look for information From Parks Canada? - Best practices in accessible communications.           

13. If you needed to create a communication product, would you know where to look for information from Parks Canada? - Design standards for Word documents.         

14. If you needed to create a communication product, would you know where to look for information from Parks Canada? - Design standards for PowerPoint presentations.

15. If you needed to create a communication product, would you know where to look for information from Parks Canada? - Design standards for videos.

16. If you needed to create a communication product, would you know where to look for information from Parks Canada? - Accessibility features in Microsoft 360.

17. If you needed to create a communication product, would you know where to look for information from Parks Canada? Alternative formats for communication materials.

           
Overall, the data from the survey indicates that a significant portion of employees, both with and without disabilities, are either unaware or unsure about where to find information from Parks Canada for creating communication products. Negative responses are notably higher among employees with disabilities, especially regarding accessibility features in Microsoft 360 and alternative formats for communication materials.

Participants were invited to provide feedback on this pillar through two questions. The first question asked about the types of training participants would like to receive regarding communications, excluding information and technologies. A total of 45 responses were received, with 22 coming from people with disabilities. Of these, 86% expressed interest in training related to reference materials such as best practices, standards, tools, or templates. The remaining comments indicated a desire for any form of training, including training on new technologies.

The second question asked for feedback concerning communications, other than information and technologies. We received 18 responses, 11 of which came from people with disabilities. Among the responses from people with disabilities, 82% raised concerns about the difficulty of finding or using tools, the reliance on the knowledge of other teams, and the need for additional training. The remaining comments were general in nature, with no clear common theme emerging from the responses.

Similar to Pillar 4 Communications and Information Technology there has been work and progress made to set the stage for employees to have access to accessible communications, media, and design standards for the production of Parks Canada internal and external communications and media. However more effort needs to be made for employees to access these products and tools.      

 

5. The procurement of goods, services and facilities

Where we want to be:

Parks Canada will strive for excellence in the inclusion of accessibility considerations in its procurement processes. Solicitations will be aligned with Government of Canada standards for accessibility.

What we are doing (Action Items):

Parks Canada will continue to develop standard accessibility requirements for commonly procured commodities, taking into consideration Government of Canada and industry standards and best practices. Status: complete/ongoing

• Parks Canada has added oversight on Accessibility Considerations to complex and high-risk requirements through the Procurement Review Committee which includes cross functional representatives at the Director level.

Parks Canada will monitor compliance with existing procedures to consider accessibility as part of its procurement quality assurance program. Status: complete/ongoing

• Parks Canada has added oversight on accessibility considerations for complex and high-risk requirements through the Procurement Review Committee which includes cross functional representatives at the Director level.

Ensure staff have a comprehensive understanding of how to incorporate accessibility considerations in their procurement activities. Status: complete/ongoing

• Parks Canada has requested that all procurement staff attend the Accessibility Considerations sessions presented by TBS's Office of Public Service Accessibility on September 10, 2024 (English session) or September 11, 2024 (French Session).

From the Survey:

Procurement of Goods and Services Survey Questions

18. Does your work require you to procure goods or services through the procurement team?          

19. Do you know where to look for information on accessibility considerations in procurement?        

Survey results show that employees with disabilities have lower positive awareness of accessibility information related to procurement compared to their colleagues with no disabilities and are less likely to need procurement assistance.

Under this pillar, participants were invited to provide comments on the procurement of goods. A total of 9 responses were received, 6 of which came from people with disabilities. All the comments highlighted challenges related to a lack of awareness or difficulties in obtaining support for accessibility in the procurement of goods, services, and facilities.

In summary, progress has been made to improve accessibility considerations in the procurement processes. However, attention needs to be made on increasing awareness and support for employees to access the information.

 

6. The design and delivery of programs and services

Where we want to be:

Parks Canada is equipped to design and deliver programs and services that are easily accessible to persons with disabilities, and clients are satisfied with the accessibility of its programs and services.

What we are doing (Action Items):

Parks Canada will ensure accessibility is consistently considered in the design of programs and services at an early stage. It will develop formal guidance and tools to support the design, delivery and assessment of accessible programs and services. Status: complete/ongoing

• The Visitor Experience (VE) Infrastructure Accessibility and Inclusion team has developed a tool on assessing the accessibility of existing programs and services for visitors. Other tools include a curated annotated list of best practices and innovative examples from field units regarding accessible programs and services.

Employees, both on the ground and in the office, will be trained on the delivery of accessible services. Status: complete/ongoing

• The VE service and activity team is in charge of Quality Visitor Experience (QVE) training. QVE training is mandatory for new Parks Canada staff, part of the training focusses on Service delivery.  Accessibility is addressed through clear guidance on accessible services such as: use of motorized devices for mobility purposes, service animals, visitors accompanied by a support person and sign language interpretive services.

From the Survey:
Design and Delivery of Programs and Services Survey Questions

20. Does your work relate to the delivery of programs or services to visitors and/or the general public?           

21. Thinking about your role and responsibilities at work, please indicate your level of familiarity with: - Accessibility principles for public programs. 

22. Thinking about your role and responsibilities at work, please indicate your level of familiarity with: - Accessibility principles for services to the public.     

23. Thinking about your role and responsibilities at work, please indicate your level of familiarity with: - Legal requirements related to accessibility for programs and services.

The survey results show that employees with disabilities generally report higher familiarity with accessibility principles compared to their counterparts without disabilities. However, both groups show a significant portion of neutral or unsure responses regarding the delivery of programs and services. Additionally, familiarity with legal requirements related to accessibility is relatively low across both groups.

Participants were invited to provide comments under this pillar through a single question. A total of 6 responses were received, 5 of which came from people with disabilities. The majority of feedback from people with disabilities emphasized the need for standardized tools. Other comments highlighted the importance of removing barriers in the design and delivery of programs and services at Parks Canada.

In summary, progress has been made to design and deliver programs and services that are easily accessible to persons with disabilities, and clients are satisfied with the accessibility of its programs and services.

 

7. Transportation

Where we want to be:

Parks Canada offers universally accessible transportation options where transportation is provided.

Parks Canada is equipped to offer accessible transportation for staff.

What we are doing (Action Items):

Continue to explore options to maximize accessible transportation to and from Parks Canada places, including by leveraging purpose-built transit organizations with fully accessible vehicles. Status: some progress

• Since 2022, the MOVING PEOPLE SUSTAINABLY initiative in Banff National Park is a key priority for Parks Canada to ensure a world class experience for visitors and that the nationally significant resources of the park are maintained, enhanced, and become more accessible.
• At this time, Parks Canada shuttle buses have limited accessibility. Roam Public Transit is wheelchair accessible and offers service to key attractions within the Banff National Park, between Town of Banff and Lake Louise as well as between Canmore and the Town of Banff.
• Some other Parks Canada locations offer accessible shuttles for people with limited mobility and wheelchair users that are accessible and inclusive to visitors and residents alike.
• ERVE is in the stages of exploring a Sustainable Transportation Initiative to improve access, manage visitor use and ensure accessibility to Parks Canada places.
• In the Lake Louise Yoho Kootenay National Park, a new shuttle contract is being developed for 2025. Accessible shuttle service will be included in the new statement of work (minimum of 4 shuttles with minimum capacity of 5 visitors plus a driver each). Long term plans still include transitioning service to the Bow Valley Regional Transit Commission (current estimate for this transition is 10 years). At this stage the entire shuttle offer would include accessible transportation. The Traffic Team is meeting with Parks Canada Agency’s national accessibility and inclusion advisor to further explore accessibility considerations throughout the current shuttle program including all loading areas, parking lots and existing signage. Government approved “accessible hangtag” (or equivalent) required to be permitted access.

Additional information:

• At Lake Louise, there are accessible parking spaces at both nodes serviced by the existing shuttle program: 18 accessible stalls on site. Reduced pay parking rate to offer comparable pricing to existing shuttle offer ($8/day instead of $36.75/day)
• Moraine Lake: 9 accessible parking stalls on site. Exception to restrictions for private vehicle access in place for accessible vehicle requirements to drive on Moraine Lake Road.
• No parking fees or other charges for accessible access to Moraine Lake. Government approved “accessible hangtag” (or equivalent) required to be permitted access.
• Jasper National Park has entered into an agreement with the Municipality of Jasper, including a financial contribution towards the establishment and operation of transit services within the townsite, and to various campgrounds and high visitation day use areas. The Municipality has currently entered into a 3-year contract for interim services, while accessible busses are being procured. The intent for the transit service is to be fully accessible.
• Rouge National Urban Park (RNUP) has been collaborating with Parkbus since 2015 to offer free shuttles from downtown Toronto. Shuttles are available on weekends late spring to late fall and spots tend to fill up quickly.
• Two areas in the park that are currently Toronto Transit Commission (TTC) transit accessible are our popular Zoo Road and Rouge Beach Day Use Areas. The TTC’s vehicles are accessible.
• The park’s future Rouge Gateway visitor, learning and community centre (in development) near to Toronto Zoo will be connected to the City of Toronto’s TTC public transit system.
• Rouge National Urban Park is also within a one-hour drive of 20 per cent of Canadians – that’s almost 8 million people.
• All parking lots in RNUP have accessible spaces and once on-site in the park, Parks Canada provides as much visitor information as possible regarding site conditions so that they can use their best judgement on how the site will fit their needs.

Ensure that visitors have an alternative accessible transportation option (e.g. personal vehicle access) if providing an accessible shuttle/vessel is not possible through a third party.          Status: some progress

• Where transportation exists, a variety of services are offered to accommodate some access.
• Batoche National Historic Site (NHS) operates a wheelchair accessible onsite shuttle for visitors to provide accessible access to historic grounds and buildings.
• Batoche NHS historic grounds are generally closed to personal vehicles, however exceptions are made for visitors with disabilities in cases where the shuttle is not operational or is not suitable for the situation.
• Motherwell Homestead and Batoche NHS offer electric scooter and golf cart transportation which are not fully accessible, however offer support to elders and others with limited mobility.
• Lower Fort Garry (Manitoba Field Unit) has buggies at the site. In addition, the site offers weekly accessibility days at the site (30-minute historical tour of Lower Fort Garry in an electric buggy). Buggies not fully accessible, however offer supports seniors and others with limited mobility.
• Fort Battleford offers electric scooters for visitors with limited mobility.
• Grasslands National Park has an Adaptive Trail Chair (ATC) that is available for loan. The ATC is intended to enhance trail accessibility for visitors with limited mobility.
• At place like Moraine Lake Road, which is closed to personal vehicles, exceptions are made for visitors with valid parking placards for people with disabilities. Other sites have a reserved parking to minimize walking distances.
• Point Pelee National Park is currently conducting a feasibility study for Point Pelee Tip transportation system to replace the current shuttle system with a net-zero, fully accessible shuttle system for visitors.  Currently the Tip area is accessible by personal vehicle."

From the Survey:

Transportation Survey Question

24. Is accessible transportation offered in your work location? 

The survey results show that in the workplace, 32% of employees with disabilities and 28% of employees without disabilities have access to transportation, while 68% of employees with disabilities and 72% of employees without disabilities do not.

The survey included one question asking participants for comments under the transportation pillar. A total of 16 comments were received, 5 of which came from people with disabilities. The main issues raised in these comments were concerns about transportation services offered by external providers and issues related to parking for people with disabilities.

In summary, progress is being made and work is ongoing to offer universally accessible transportation options where transportation is provided.

Feedback Mechanism on the Accessibility Action Plan

There have been 10 submissions in 2024, through the feedback mechanism on the Accessibility Action Plan. Of the 10, 6 submission deal with the Design and Delivery of Program and Services, 4 are concerning Transportation and 1 is concerning Learning and Development which falls under the Employment Pillar.
None of the submission relate to feedback on how Parks Canada is implementing the accessibility plan.

The following outlines submissions from individuals who have encountered barriers in Parks Canada.

In one submission it describes concerns with accessing areas of the park due to mobility issues. A suggestion was made that a private contractor could help with putting in place an electric passenger jeep to get to the location and back for those with mobility issues who cannot make the long walk.

In response to the submission, they were informed that work is being done on an ongoing basis to improve the accessibility of national parks by incorporating Universal Access principles and practices when existing infrastructure is upgraded or when new infrastructure is added. The feedback from locals and visitors is taken into consideration when making decisions about future service offers, including opportunities for third parties to enhance the existing offer.

In another submission a request was made to consider granting exemptions for e-bike access to certain restricted areas for those users with accessibility issues. In these location e-bikes are restricted because of wildlife protection and trail wear concerns.  The Parks Canada representative is reviewing the submission.

In another submission the writer expressed concern over Banff National Park’s policy to restrict vehicle access on Bow Valley Parkway, allowing only bicycles during certain months (May and June). The submission expressed that the restriction is discriminatory, particularly affecting people with disabilities.

In response, the writer was informed that feedback on the Bow Valley Parkway Cycling Pilot in Banff National Park is appreciated and that over 2,000 submissions were received, mostly in support of the vehicle-free cycling experience. The decision to keep the parkway open to vehicles in July and August was to ensure accessibility for all visitors and businesses during peak season. This is the final year of the pilot, and all feedback will be considered for future decisions.

In another submission, concerns were raised regarding a mandatory training course that was not accessible with the use of the screen reader software.
Parks Canada is reviewing its mandatory training to ensure that all courses are accessible. While modifications are being made to these courses, temporary measures, such as delivering the course through online sessions, have been implemented to ensure accessibility in the interim.

In another submission the writer had concerns about accessible campsites. Prince Albert National Park’s accessible campsites can be reserved by those without accessibility needs, leaving people with accessibility needs without suitable accommodations. The writer suggests requiring proof of need when reserving the sites to ensure they are available to those who require them. The Parks Canada representative is reviewing the submission.

Another submission describes an experience with accessibility at the Columbia Icefields the Discovery Centre in Jasper National Park. The issues include accessible parking, wheelchair ramp, stairs, and washrooms.

In response, the writer was informed that The Discovery Centre is managed by Pursuit and that the information provided will be shared with the General Manager of Pursuit. They plan to review accessible parking signs and improve employee training for assisting those with wheelchair accessible vehicle passes. The feedback they provided is appreciated and helps shape the future management of national parks.
Another submission relates to an accessible elevator at the Banff Visitor Centre that is not large enough for a stroller or large wheelchair.

In response the writer was informed that upgrading the elevator in the heritage building is unfeasible due to high costs, however there are several accessible options available. Additionally, the new Banff Avenue Redevelopment project will include a fully accessible Visitor Centre, which is now in the conceptual design phase and that will greatly enhance accessibility for all visitors in the future.

In another submission the writer raises concern about a stairway at Hog’s Back Falls in Ottawa has a high last step that creates accessibility issues for seniors and those with minor mobility challenges. The Parks Canada representative is reviewing the submission.

Conclusion

Overall, advances have been made to enhance accessibility across various pillars. The Employment pillar has seen progress. Visitor services and infrastructure are increasingly integrating accessibility considerations, and with additional support, we expect improvements to continue.

In the area of Information and Communication Technology, improvements have been made, enabling employees to access digital content regardless of ability. Focusing on the accessibility of tools and technology will further enhance this progress. Communications and media standards are being established, and ensuring employees can access these resources will solidify these achievements.

Procurement processes now better consider accessibility. With increasing awareness and support for employees this will amplify these efforts. Programs and services are becoming more accessible. Ongoing efforts are being made to increase universally accessible transportation options.

A recurring theme is the critical need to enhance our methods so that our efforts and advancements more effectively reach and benefit all employees, including those with disabilities, as well as clients with accessibility needs. This is significant because it directly impacts how employees with disabilities experience their work environment and how people with disabilities experience our parks. We must do better with this in mind. With continued commitment, we can ensure that every employee and client fully benefit from these initiatives.