In December 2022, the Department published its Accessibility Action Plan 2022-2025, creating four ways employees and members of the public could provide accessibility-related feedback: mail, email, telephone, and an anonymous online form.
To date, accessibility-related feedback, including on how VAC is implementing its Accessibility Action Plan 2022-2025, has confirmed many of the accessibility barriers and actions outlined in the Plan. It has also identified new barriers and possible actions to remove and prevent them.
At the time of this Progress Report 2024’s publication, VAC had received 63 pieces of feedback. The primary method by which VAC received feedback was email (35 pieces of feedback), followed by its anonymous online feedback form (28 pieces of feedback). VAC received no feedback by telephone or by letter mail.
Of the 63 pieces of feedback received, 43 went beyond the scope of VAC’s work to identify, remove, and prevent accessibility barriers. With the consent of the individual who provided it, this feedback was shared with the appropriate area within the Department.
20 pieces of feedback received were within the scope of VAC’s work to remove and prevent accessibility barriers. This feedback can be further broken down into three themes:
- external accessibility barriers (barriers faced by Veterans and their families)
- internal accessibility barriers (barriers faced by VAC employees)
- communication barriers (for example, inaccessible fonts)
Ten pieces were external to the Department, four were internal to the Department and six were specifically related to accessible forms, font, and text size.
4.1 External Accessibility Barriers
- Feedback: Difficulty accessing emails through My VAC Account.
- The My VAC Account team will continue to include accessibility and usability in design and development cycles to conform with current and future versions of the standard (WCAG 2.1 Level AA as referenced in EN 301 549). This barrier and its action items are included in VAC’s Accessibility Action Plan 2022-2025.
- Feedback: The two-factor authentication application for My VAC Account has a time out of 30 seconds, causing issues for Veterans who use voice controls.
- This feedback was shared with IT Accessibility who took note of the accessibility barrier. The My VAC Account Support Team contacted the Veteran and helped them log in with the email verification code option, which has a time limit of 20 minutes.
- Feedback: Two additional pieces of feedback address a difficulty accessing My VAC Account due to the two-factor authentication.
- This barrier and actions items are being addressed and will be included in VAC’s Accessibility Action Plan 2025-2028.
- Feedback: The general VAC phone number does not give clients the opportunity to use voice controls to navigate the call, posing an issue for clients who rely on voice controls.
- In response to this feedback, VAC IT Accessibility created an internal work item. This barrier and action items are being addressed and will be included in VAC’s Accessibility Action Plan 2025-2028.
- Feedback: Four pieces of feedback address a difficulty in accessing My VAC Account.
- The My VAC Account team will continue to include accessibility and usability in design and development cycles to conform with current and future versions of the standard (WCAG 2.1 Level AA as referenced in EN 301 549). This barrier and action items are included in VAC’s Accessibility Action Plan 2022-2025.
- Feedback: Difficulty attaching documents through My VAC Account.
- In response to this feedback, My VAC Account Support analysts provided a preliminary investigation. The feedback was sent to Issues Resolution and National Contact Centre Network for tracking and response.
4.2 Internal Accessibility Barriers
- Feedback: The mandatory VAC accessibility training lacks clarity.
- VAC’s Accessibility Readiness Team confirmed that “Addressing Disability Inclusion and Barriers to Accessibility” is mandatory for all employees, while the “Disability Management and Workplace Wellness” course is mandatory for managers. These courses are available through the Canadian School of Public Service.
- Feedback: Presentations on document accessibility would be beneficial.
- In response to this feedback, VAC’s Accessibility Readiness Team shared information on a Documents Training Workshop hosted by SSC. Additional resources on how to make accessible documents and why they are important was also provided.
- Feedback: Seeking information on the self-identification process for equity seeking employees.
- In response to this feedback, VAC’s Accessibility Readiness Team shared resources for self-declaring as a person with a disability, self-declaring for GC jobs and Workplace Accessibility Passport. It was also noted that self-identifying as a person in an equity seeking community is voluntary.
- Feedback: A VAC employee indicated that fire alarm drills are not accessible for Deaf and hard of hearing employees.
- In response to this feedback, VAC is reviewing and considering its responsibilities to meet all necessary building codes, safety regulations, and accessibility standards.
4.3 Communication Barriers
- Feedback: VAC Forms cannot be opened in Edge/Chrome browsers or on a mobile device.
- This barrier and action items (for example, developing accessible forms) are being addressed and will be included in VAC’s Accessibility Action Plan 2025-2028.
- Feedback: The VAC Security Screening and Consent Form is not accessible to an employee using a screen reader.
- VAC’s IT Accessibility Team did an accessibility assessment on the TBS form and found accessibility barriers with the PDF, especially for people using screen readers (tagging issues). The team reported the barrier to TBS and advised VAC Security Services Team. A Security Team member worked directly with the employee to complete the survey form.
- Feedback: Adobe Acrobat Reader is not a free service and is needed for many VAC forms.
- This barrier and action items (developing accessible forms) are being addressed and will be included in VAC’s Accessibility Action Plan 2025-2028.
- Feedback: A VAC employee requested information on larger print forms on behalf of a Veteran.
- In response to this feedback, information on recommended accessible font size and format were shared. Contact information for the VAC’s National IT Service Desk and Forms Management were also included.
- Feedback: Seeking information on high quality alternative text for hand-drawn infographic diagrams.
- VAC’s Accessibility Readiness Team shared tools on generating accessible alt text and accessible imaging.
- Feedback: Seeking information on accessible signage.
- In response to this feedback, VAC’s Accessibility Readiness Team shared the GC’s Office of Public Service Accessibility guidelines on making communications products and activities accessible.