AccessAbility Playbook Tools for accessible client service
- Introduction - Story behind the Playbook
- Play 1 - Learn about accessibility, it’s more than you think
- Play 2 - Understand how barriers affect persons with disabilities
- Play 3 - Involve persons with disabilities from the start
- Play 4 - Design experiences to be more inclusive
- Play 5 - Make communications accessible for everyone
- Play 6 - Develop the skills to provide accessible service
- Play 7 - Be part of an accessible culture
- Inspiring Tools
Inspiring Tools
Exploring innovative ways to gather client insights and assess the accessibility in client service.
Assessment tool for programs and services
The assessment tool is designed to help you evaluate, to a certain extent, whether or not your government program or service is accessible by people with any type(s) of disability or functional limitations.
Check out the Assessment tool for programs and services
Accessible Client Service: Journey map templates for programs and services
The journey mapping tool is designed to help you assess the accessibility in client service, across multiple policies and service improvement initiatives.
Check out the Accessible Client Service: Journey Map templates (Current and future state)
Business Intelligence Model (Coming soon)
An integrated business intelligence framework that promotes collaboration to collect, link and analyze the right data at the right time to produce actionable insights that inform business decisions.
CX Measurement Model (Coming soon)
Service Canada developed this model as a consistent framework for assessing the service experience of its clients. The methodology allows to assess each stage of the client journey.
Sources and references
Here is a list of reference material that was used to develop this playbook.
Creative content
- Accessibility Strategy for the Public Service of Canada
- Making an accessible Canada for persons with disabilities
- Accessibility in the public service
- Inclusive Design
- The Benefit of Designing for Everyone
- Personas for accessible UX
- Accessibility Standard for Customer Service
- Dos and don'ts on designing for accessibility
- Universal Design Network of Canada (UDNC)
- Accessible Customer Service at RBC
- Best practices for Serving Customers with Invisible Disabilities
- Accessible Customer Service: Township of Essa
- A Way with Words and Images
- Guide to Planning Inclusive Meetings
- Web Content Accessibility Guidelines (WCAG) 2.1
Playbooks and guides
- GC workplace Transformation Playbook
- ACCESS ABILITY: A Practical Handbook on Accessible Graphic Design,
- CDS Accessibility Handbook
- Executive Guide to Federal IT Accessibility: U.S. General Services Administration
- Disability Inclusion Planning – A guide for local Government Australian Local Government Association
- Guide pratique: Offrir un service à la clientèle adapté aux besoins de la personne handicapée (French only)
Articles and blogs
- Get Accessibility Right: Recruit people with disabilities into the design process
- Accessibility 101: USA Government
- Document Accessibility Curriculum Package
- Accessibility: why you should get on board : UK Government Digital Service blog
- Accessibility regulations – Understanding accessibility requirements for public sector websites and apps : UK Government Digital Service blog
Reports, data and statistics
- Accessibility Standard for Customer Service: The accessibility for Manitobans Act
- Barriers and Solutions: The accessibility for Manitobans Act
- 2017 Canadian Survey on Disability – Statistics Canada
- The bias barriers: Allyships, Inclusion, and everyday behaviors, 2019 State of Inclusion Survey conducted by Deloitte
- Service Canada Client Experience Survey 2019-20, To obtain a copy this report, please contact nc-por-rop-gd@hrsdcrhdcc.gc.ca