AccessAbility Playbook Delivering accessible client service


Who we are and our story behind the Playbook.

Play 1: Learn about accessibility, it’s more than you think

Defining a barrier-free access, client service barriers and most common types of disability.

Play 2: Understand how barriers affect persons with disabilities

Insights related to personal situations and possible client experience within the service delivery channels.

Play 3: Involve persons with disabilities from the start

Methods of recruitment, engagement and consultations. Tips on client feedback mechanisms and measurements for client satisfaction.

Play 4: Design experiences to be more inclusive

Approach to universal design and methodologies to create a positive experience without leaving anyone behind.

Play 5: Make communications accessible for everyone

Applying plain language principles and using the right words, format and layout.

Play 6: Develop the skills to provide accessible service

Training ideas and tips on how to better respond to the unique needs of persons with disabilities.

Play 7: Be part of an accessible culture

Messaging that change employee behaviours and ways to include accessibility in decision-making.

Inspiring Tools

Exploring innovative ways to gather client insights and assess the accessibility in client service.

We all benefit from a society and an economy without barriers to inclusion. When persons with disabilities can participate in all aspects of society, including accessing employment, resources and services, it enriches Canada’s economy.

ESDC National AccessAbility Week (NAAW) 2020 Campaign