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Accessibility at the Canada School of Public Service

The School's ultimate goal is to ensure increased accessibility as an employer and as a service provider for public service learners across Canada. This includes optimizing learning delivery modalities and leveraging virtual tools to enhance their learning experience.

Accessibility Plan 2023-2025

Accessibility Plan 2023-2025
The School's Accessibility Plan identifies 26 concrete actions to address the barriers identified through consultations. In implementing this plan, the School will collaborate with partners across the federal public service and develop a progress reporting framework to track and report on each action.

Progress reports

Accessibility Plan 2023-2025: 2024 Progress Report (December 31, 2024)

Accessibility Plan 2023-2025: 2023 Progress Report (December 31, 2023)

Feedback process

The School invites you to submit your comments, feedback, questions or concerns about its Accessibility Plan or any matter related to accessibility at the School. We welcome feedback by mail, telephone and email.

You can submit feedback by any other means, such as through social media. Feedback received through those methods of communication will be answered through the same method and within a reasonable time frame.

You can also request an alternative format of the Accessibility Plan. The feedback received will be considered in preparing annual progress reports.

How the School deals with feedback

Feedback from clients of the School
  • Learners are invited to send all requests for accessibility accommodations to the Client Contact Centre.
  • The Client Contact Centre opens a case in SalesForce, the School's client relationship management software, and immediately directs the request to Client Services Management (CSM) for processing.
  • A CSM advisor reviews the request. If they need more details, they communicate with the learner within 24 to 48 hours.
  • The CSM advisor may ask the Accessibility in Learning team to conduct a needs assessment with the learner.
  • The Accessibility in Learning team provides a summary of the assessment along with a recommendation to the CSM advisor within 24 to 48 hours.
  • Once the CSM advisor has enough information on the case and proposed solutions, they give this information to the business line that owns the product.
  • The business line implements the recommended solution as soon as it can based on its complexity.
  • The CSM advisor communicates with the learner to:
    • tell them when the recommended solution will be implemented
    • provide the necessary tools or resources prepared by the business line
  • Once the case has been resolved, the CSM advisor closes it.
  • Accessibility cases are kept in SalesForce for seven years.

All feedback and accessibility requests, including the solutions identified, are reviewed and analyzed to identify trends and gain insights into the specific types of accommodations learners need.

  • The School's User Experience team identifies research and engagement opportunities through these trends.
  • The School's User Experience team conducts interviews, usability and accessibility testing, and other forms of feedback collection to better understand the needs of learners with disabilities.
  • This information is considered and used to inform future course design options and learning platform features.

The Office of Diversity, Wellness, Values and Ethics extracts a quarterly report from SalesForce on all the accessibility requests that come through the Client Contact Centre. The quarterly report is used for monitoring purposes and to help prepare annual progress reports.

The Office of Diversity, Wellness, Values and Ethics holds quarterly meetings with all the priority area stakeholders to discuss progress on actions identified in the Accessibility Plan, as well as feedback trends under each area. The names of clients are not disclosed when reviewing feedback.

Feedback from School employees

If an employee of the School requires assistance or accommodations, or if they have any questions or feedback about accessibility, they are invited to communicate with the Office of Diversity, Wellness, Values and Ethics. The Office will review the request and dispatch it to the appropriate branch for action and resolution within five business days.

The branch uses the feedback to help identify gaps and accessibility barriers at the School. Internal feedback on accessibility barriers is used to inform annual progress reports and help each priority area better address each barrier.

Submit feedback by mail, phone or email

Feedback on the Canada School of Public Service Accessibility Plan or any matter related to accessibility can be addressed to:

Mailing address:

Director, Office of Diversity, Wellness, Values and Ethics
Canada School of Public Service
373 Sussex Drive
Ottawa, Ontario  K1N 6Z2

Telephone: 1-833-622-1310 (toll free in Canada only)
Email: csps.accessibility-accessibilite.efpc@csps-efpc.gc.ca

An acknowledgement of receipt will automatically be sent to all incoming feedback the same way it was received. If you want to speak directly with a member of the Office of Diversity, Wellness, Values and Ethics, please provide a contact name. You can expect an answer to your email within 5 business days.

Submit feedback anonymously

Feedback on the Canada School of Public Service Accessibility Plan or any matter related to accessibility can also be submitted anonymously.

You are not required to provide any personal information when submitting this form. However, the School will not be able to reply to anonymous feedback.

Submit feedback anonymously

The School is committed to protecting the privacy rights of individuals, including safeguarding the confidentiality of information provided. All responses submitted anonymously through the feedback form will be handled in accordance with the Privacy Act.

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