MTO 2008-2009 Accessibility Plan

Report on Status of Customer Service Requirements

The Accessibility Standards for Customer Service Regulation came into effect on January 1, 2008, and requires designated public sector organizations, including the Ministry of Transportation (MTO), to meet requirements of the customer service standards by January 1, 2010. The following section provides a status report of what was accomplished this year to support those requirements, as well as planned customer service initiatives for the coming year.

Focus Area:

Customer Service - Policies, practices and procedures

Commitment:

New / Ongoing

Implement provisions of the Accessibility Standards for Customer Service Regulation related to policies, practices and procedures.

Planned Action(s):

• The Ministry of Government Services (MGS) is currently developing corporate policies and guidelines to meet some of the requirements set out in the Accessibility Standards for Customer Service Regulation.
• Once the policies and guidelines are received from MGS:
  • Existing MTO policies, practices and procedures as well as supporting tools will be either revised or developed to ensure alignment with current direction.
  • New and revised policies, practices, procedures and tools will be communicated and distributed across the ministry.
• Information and training on the obligations of the customer service standards will be provided to MTO staff involved with the development of policies.
• The customer service policy will be made available to the public in English and French, and in the format of their choice, upon request.
• The process on how to address alternate format requests for MTO publications that was developed and communicated to the ministry in 2004 will be reviewed, redistributed and posted.
• A ministry Accessibility Governance Framework is currently under development to ensure consistent, effective and efficient implementation across the organization. It will provide the necessary systematic structures and mechanisms to appropriately monitor compliance progress and reporting obligations.

Implementation Timeframe:

December 2009

Results Achieved:

• In January 2008, the Accessibility Standards for Customer Service Regulation was communicated to various parties including MTO senior management team members, agencies, boards, commissions and third party service providers.
• The MTO established an Accessibility Unit (AU) resourced with two dedicated staff members to manage the accessibility agenda for the organization. Under the direction of the Human Resources Branch, Corporate Services Division, this unit will be responsible for coordinating the implementation of the Accessibility Standards for Customer Service Regulation.
• A readiness assessment was conducted in the fall of 2008 to determine organization readiness in meeting provisions of the Accessibility Standards for Customer Service Regulation. A report outlining findings and recommendations was prepared and submitted to senior management for their consideration.

Focus area:

Customer Service - Training, including how to communicate with a person with a disability in a manner that takes into account his or her disability

Commitment:

Ongoing

Provide appropriate training to employees who have dealings with the public as well as employees who participate in developing policies, practices and procedures governing the provision of goods or services to members of the public or other third parties.

Planned Action(s):

Additional in-class training will be delivered across the province for employees who provide services to members of the public.

Implementation Timeframe:

December 2009

Results Achieved:

• In preparation for pending obligations of the Accessibility Standards for Customer Service Regulation, information sessions were offered and delivered to various management committees during the fall 2007 and winter 2008.
• In October 2007, communication was distributed to the senior management group asking them to make the "May I help you?" e-module mandatory for their staff. In January 2008, as part of the Deputy Minister's announcement of the new regulation, this training was promoted. Additionally, a third memorandum was distributed in September 2008 with a list of employees obligated to complete the online training by October 2008. Additional customer service provisions not included under this module were communicated to employees who completed the training in November 2008. To date, 761 employees have completed the online training.
• In preparation for delivering the in-class training to employees who have dealings with the public, a partnership of key program areas was established (Customer Service Office, French Language Services Office and the Accessibility Unit) to harmonize training efforts. The Customer Service Excellence Training Package is currently being reviewed and will include an accessibility component.
• MTO's Ontarians with Disabilities Act (ODA) intranet site was revamped to better profile current accessibility initiatives and requirements including the new Accessibility Standards for Customer Service Regulation.
• Communication options for people using Teletypewriter (TTY) device were tested and evaluated against service expectation.
• A project to create a Universal Interview Centre (UIC) was initiated during the spring of 2008. The UIC will include a testing room equipped with appropriate assistive devices to accommodate candidates with various disabilities.
• Accessibility requirements are considered under the modernization of the province-wide road test booking system application.

Focus area:

Customer Service - Provide notice when facilities or services that people with disabilities rely on, to access or use goods or services, are temporarily disrupted

Commitment:

New

In collaboration with various stakeholders, develop and implement a process to inform customers that facilities or services are temporarily unavailable including information on alternative, interim solutions.

Planned Action(s):

In collaboration with key program areas, develop and implement a process and supporting tools to appropriately manage temporary service disruptions.

Implementation Timeframe:

December 2009

Results achieved:

Partnerships were established with some key program areas including Customer Service Office and French Language Services Office.

Focus area:

Customer Service - Establish a feedback process on how goods or services are provided to people with disabilities

Commitment:

New

Develop and implement a process for people to provide feedback on how goods or services are provided to people with disabilities, and how the ministry will respond to any feedback and take action on any complaints. Make the information about the feedback process readily available to the public.

Planned Action(s):

In collaboration with various stakeholders, develop and implement a process and tools to establish an accessible feedback mechanism.

Implementation Timeframe:

December 2009

Results achieved:

• Partnership established with various program areas including Customer Service Office and French Language Services Office.
• Current feedback mechanisms and systems were identified.