Actions remaining from VAC’s Accessibility Progress Report 2024
Any progress made in 2025 that is not addressed in this appendix will be carried over and covered in the Veterans Affairs Canada’s Accessibility Action Plan 2025-2028.
Employment barriers
2.1.1 Persons with disabilities are under-represented in VAC’s hiring, acting appointments, and promotions, and are over-represented in departures.
2.1.2: The process for employees to obtain accommodations or tools and resources needed at work is complex. This also impacts managers, who do not feel equipped to recruit, develop and support persons with disabilities.
2.1.3: Managers may not consider operational requirements and related accessibility barriers when hiring persons with disabilities.
| Action | Responsible | Completed or incorporated | New completion date |
|---|---|---|---|
| 2.1.1 Action 1: VAC is committed to building a diverse workforce that is representative of the Canadian population. | CFOCS | Reworded and incorporated into under-representation. | Ongoing |
| 2.1.1 Action 4 (Part 1): Promote VAC as an inclusive workplace for employees with disabilities. | CFOCS | Reworded and incorporated into under- representation. | Ongoing |
| 2.1.1 Action 4 (Part 2): Launch a self-identification campaign and review language used in recruitment communications to ensure it is accessible and inclusive. | CFOCS | Completed | Not applicable |
| 2.1.2 Action 1: Finalize the business case (including resource requirements, roles, processes, tools, and partnerships) for a Disability Management Unit at VAC. | CFOCS | Completed | Not applicable |
| 2.1.2 Action 2: Create a Duty to Accommodate checklist for managers which includes links to resources, policies, practices and guidelines. | CFOCS | Reworded and incorporated into complex accommodation process. | 2026 |
| 2.1.3 Action 1 (Part 1): Equip managers to consider operational requirements and accessibility barriers when hiring persons with disabilities through education and awareness. | CFOCS | Incorporated into manager considerations. | 2025 |
| 2.1.3 Action 1 (Part 2): Provide hiring managers a list of software and the accessibility status of each. | CFOCS | Completed. This resulted in the creation of My Software Accessibility. | Not applicable |
The built environment barriers
2.2.4 Safety equipment installed to protect employees may have an aggravating effect on some people with disabilities.
2.2.6 There are known accessibility barriers at VAC’s numerous commemorative sites in Canada and overseas. However, due to their historical value, modifications to these sites’ structures and features must be carefully considered in order to balance protection and preservation concerns.
| Action | Responsible | Completed or incorporated | New completion date |
|---|---|---|---|
| 2.2.4 Action 1: Engage third-party specialists to assess the impact of employee safety equipment on persons with disabilities and identify options for more accessible equipment. | CFOCS | Completed | Not applicable |
| 2.2.6 Action 1: Engage appropriate expert(s) to assess accessibility requirements at VAC’s commemorative sites. | CPA, CFOCS | Completed | Not applicable |
Information and communication technologies (ICT) barriers
2.3.1 VAC’s Client Service Delivery Network (CSDN), an integrated system that supports VAC employees in delivering Departmental benefits and services, is not accessible.
2.3.2: Some web-based applications are not fully accessible. For instance, My VAC Account is not fully compliant with CAN/ASC-EN 301 549:2024.
2.3.3(b): Client-facing forms are not fully accessible. Client-facing forms converted to PDF in VAC’s systems can have accessibility issues.
2.3.3 (c): Scanned client documents are not fully accessible.
2.3.4: Data analytics dashboards and reports are not fully accessible.
2.3.5: Not all public-facing mobile applications are fully accessible (for example, Post-traumatic Stress Disorder (PTSD) Coach Canada and Veterans Matter mobile applications).
2.3.6: Some of VAC’s internal legacy desktop software (for example, software provided by third-party vendors) is not fully accessible.
2.3.7: SharePoint and PowerApps products enable more people outside of IT to develop tools that support their business processes. They are, in fact, ICT products and need to conform to CAN/ASC-EN 301 549:2024.
2.3.10: The current procurement process for new software and hardware does not include a standard accessibility evaluation.
2.3.11: There is currently no technical training provided regarding the accessibility features on VAC systems, applications and devices.
2.3.13: Providing in-home support for tasks such as equipment set-up has not been possible for numerous reasons (e.g., capacity, location, and health and safety risks).
2.3.14: VAC’s Access to Information and Privacy (ATIP) Request Processing Software – AccessPro Case Management is not fully accessible. In turn, response packages provided to requestors are not accessible.
| Action | Responsible | Completed or incorporated | New completion date |
|---|---|---|---|
| 2.3.1 Action 3: Modernize Disability and Financial Benefits currently in CSDN, beginning with allowances (includes accessibility conformance). | CFOCS, SD | Reworded and incorporated into web applications. | Ongoing |
| 2.3.2 Action 1: Bring my VAC account into compliance with CAN/ASC-EN 301 549:2024. | CFOCS, SD | Reworded and incorporated into web applications. | 2028 |
| 2.3.2 Action 2: Bring actively maintained web applications into compliance with CAN/ASC-EN 301 549:2024 and apply the standard to any new features added to these applications. | CFOCS, SD | Reworded and incorporated into web applications. | 2028 |
| 2.3.2 Action 3: Bring 25% of other web applications (for example, applications that are stable and not being updated with new functionality at this time) into compliance with CAN/ASC-EN 301 549:2024. | CFOCS, SD | Reworded and incorporated into web applications. | 2028 |
| 2.3.3b Action 1: Determine the nature and scope of accessibility barriers in client-facing forms and determine a method to bring these into conformance with CAN/ASC-EN 301 549:2024. | CFOCS, SD | Reworded and incorporated into digital documents. | 2028 |
| 2.3.3b Action 2: Conduct accessibility assessments on client-facing forms against CAN/ASC-EN 301 549:2024. | CFOCS, SD | Reworded and incorporated into digital documents. | 2028 |
| 2.3.3b Action 3: Bring client-facing forms into conformance with CAN/ASC-EN 301 549:2024. | CFOCS, SD | Reworded and incorporated into digital documents. | 2028 |
| 2.3.3c Action 2: Determine options to bring scanned client documents into an accessible state. | CFOCS, SD | Reworded and incorporated into digital documents. | 2028 |
| 2.3.4 Action 1: Identify and remove accessibility barriers in 50% of data analytics dashboards and reports. | CFOCS, SD | Reworded and incorporated into web applications. | Ongoing |
| 2.3.5 Action 1: Perform accessibility assessments and fix issues in the public-facing PTSD Coach Canada application. | CFOCS, SD, Health Services | Reworded and incorporated into mobile applications. Carrying forward the full assessment only. | 2028 |
| 2.3.6 Action 1: Conduct accessibility audits to identify fixes on internal desktop software and take action as appropriate (upgrade or replace). | CFOCS | Reworded and incorporated into desktop software. | Ongoing |
| 2.3.7 Action 1: Provide VAC-wide governance to require and guide people developing tools in SharePoint and PowerApps to include accessibility from the start and adhere to CAN/ASC-EN 301 549:2024 as much as these platforms currently allow. | CFOCS | Completed | Not applicable |
| 2.3.10 Action 1: Develop a standard accessibility evaluation and incorporate this into the procurement process for new software and hardware. | CFOCS, Shared Services Canada | Reworded and incorporated into desktop software. | 2026 |
| 2.3.11 Action 1: Create a plan to provide technical training regarding the accessibility features on VAC systems, applications and devices. Build training into our planning. | CFOCS | Completed | Not applicable |
| 2.3.13 Action 1: Identify options to provide in-home set-up of IT equipment for persons with disabilities. | CFOCS | Not to be included in the AAP 2025-2028. Each case will be handled individually. | Not applicable |
| 2.3.14 Action 1: Purchase and implement new ATIP request processing software that is accessible. | CFOCS | Completed | Not applicable |
Communication barriers
2.4.1 In–person and virtual events are not always barrier-free.
2.4.2 Described video is not available for silent videos at VAC’s visitor centres at the Canadian National Vimy Memorial and the Beaumont-Hamel Newfoundland Memorial. Subtitles need to be added to audio visual displays at these visitor centres.
| Action | Responsible | Completed or incorporated | New completion date |
|---|---|---|---|
| 2.4.1 Action 1: Develop accessibility-related references and tools for VAC-led commemorative events in Canada and abroad. | CPA | Completed | Not applicable |
| 2.4.2 Action 1: Add described video (audio) to silent videos in visitor centres. Add subtitles to audio visual displays in visitor centres. | CPA | Reworded and incorporated into described video. | 2027 |
The procurement of goods, services and facilities barriers
2.5.1 Some VAC staff are not familiar with accessibility best practices and requirements for procurement and contracting.
| Action | Responsible | Completed or incorporated | New completion date |
|---|---|---|---|
| 2.5.1 Action 1: Incorporate accessibility-related considerations into procurement information sessions. | CFOCS | Completed | Not applicable |
The design and delivery of programs and services barriers
2.6.3 Disability Benefits application (PEN 923) steps are not clear, concise, or easy to understand.
| Action | Responsible | Completed or incorporated | New completion date |
|---|---|---|---|
| 2.6.3 Action 1: Make the application steps (for disability benefits) clear, concise, and easy to understand and provide better support material. | SD, CPA | Application - Reworded and incorporated into Disability Benefits applications (PEN 923). Support material – completed. | 2025 |