About the Library

1. Message from the Parliamentary Librarian
2. General
   1. Accessibility Statement
   2. Executive Summary
3. Priority Areas: Section 5 of the Accessible Canada Act
   1. Employment
      1. Overview
      2. Objectives
         1. Objective A
         2. Objective B
         3. Objective C
         4. Objective D
   2. Built Environment
      1. Overview
      2. Objectives
         1. Objective A
         2. Objective B
         3. Objective C
         4. Objective D
      3. Resolving the Barriers Identified
   3. Information and Communication Technologies
      1. Overview
      2. Objectives
         1. Objective A
         2. Objective B
         3. Objective C
         4. Objective D
         5. Objective E
      3. Resolving the Barriers Identified
   4. Communication, Other Than Information and Communication Technologies
      1. Overview
      2. Objectives
         1. Objective A
         2. Objective B
         3. Objective C
         4. Objective D
      3. Resolving the Barriers Identified
   5. Procurement of Goods, Services and Facilities
      1. Overview
      2. Objectives
         1. Objective A
         2. Objective B
         3. Objective C
   6. Design and Delivery of Programs and Services
      1. Overview
      2. Objectives
         1. Objective A
         2. Objective B
         3. Objective C
         4. Objective D
      3. Resolving the Barriers Identified
   7. Transportation
      1. Overview
      2. Objectives
         1. Objective A
         2. Objective B
   8. Culture
      1. Overview
      2. Objectives
         1. Objective A
      3. Resolving the Barriers Identified
4. Consultations
   1. Overview
   2. What We Heard
5. Feedback
6. Glossary

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Message from the Parliamentary Librarian

The Library of Parliament is committed to providing a barrier‑free environment for our employees, our clients and the public. We published our first accessibility plan on 1 December 2022, and this is the second progress report on the implementation of that plan. We have met several objectives set out in the plan in each of the seven priority areas identified in the Accessible Canada Act, as well as in an eighth priority area – Culture – that we elected to add to the Library’s plan. Our most significant accomplishments in 2024 centred on fostering a culture of understanding with respect to disabilities and accessibility. We increased our training offerings, both in terms of general awareness about disabilities and more technical training on how to make our policies, products and services accessible. We made changes to our websites and the built environment to remove barriers and to make accessible services more widely available. We considered accessibility in project planning, in the procurement of new tools, and in our products and services. Consultations with persons with disabilities were key to informing our approach to accessibility throughout the year.

In 2025, we will continue to work on the remaining objectives of our first accessibility plan while also turning our attention to what we would like to accomplish in our next plan.

 

Christine Ivory
Parliamentary Librarian

General

The Senior Project Coordinator, Accessibility, provides leadership and central oversight in the planning and managing of key projects and initiatives in support of the Library of Parliament’s (the Library’s) corporate‑wide accessibility strategy. Questions or inquiries about the Library’s accessibility plan or other accessibility initiatives can be sent to:

Senior Project Coordinator, Accessibility
Library of Parliament
Ottawa, Ontario
K1A 0A9

Email: LopAccessibleBdP@parl.gc.ca
Phone: 613‑947‑7333
Toll‑free: 1‑833‑411‑7845

You can also share your feedback about accessibility or any barriers you may have encountered at the Library by completing our online form.

A. Accessibility Statement

The Library of Parliament is committed to offering an inclusive and accessible environment for employees, clients and the public. To do so, the Library works closely with parliamentary partners and partners in the Government of Canada.

The Library is committed to providing equitable services that are accessible to the most diverse group of users possible, regardless of ability. We are actively working to remove accessibility barriers and gaps for employees, clients and the public in everything we do.

• The Library is working toward Web Content Accessibility Guidelines (WCAG) 2.1 Level AA compliance. Our public websites are compatible with assistive technologies and work best on modern browsers. Additionally, the Library uses a variety of digital tools that meet the accessibility needs of our employees and our parliamentary and government partners.
• The Library of Parliament Accessibility Plan 2022–2025, the 2023 Accessibility Progress Report, the 2024 Accessibility Progress Report and the results of the feedback process have been published on our website. These publications are also available by request in the following alternate formats:
  • print;
  • large print;
  • Braille;
  • audio; and
  • electronic.
• The Library aims to go above and beyond leading accessibility standards like WCAG by implementing best practices for universal accessibility.

B. Executive Summary

The Library of Parliament is committed to being a leader in accessibility. A great deal of work has been done in the last two years to achieve our goal of removing barriers to accessibility for employees, clients and the public by 1 January 2040, but we still have a lot more to do.

This second progress report describes the many initiatives the Library has undertaken to achieve this objective and to strengthen accessibility within our organization. These initiatives were carried out by various teams at the Library, from 15 November 2023 to 1 December 2024.

Consultations were held at all stages of plan implementation and report development and the Library will continue to consult with persons with disabilities to ensure that we understand, identify, eliminate and prevent accessibility barriers for all.

Out of the 27 objectives included in the Library’s accessibility plan, 7 have been completed as of the publication of this report, and 11 are ongoing. Due to unforeseen circumstances, some expected completion dates have been changed since the publication of the plan. However, the Library still aims to complete these objectives by the publication of the next accessibility plan in 2025. Details about each of these objectives follow.

Priority Areas: Section 5 of the Accessible Canada Act

A. Employment

1. Overview

Approximately 435 employees work at the Library in various positions in the organization’s service areas: Research and Education, Information and Collection, Corporate Services and the Office of the Parliamentary Librarian. Library staff consists of determinate and indeterminate employees, students and parliamentary guides.

The Library’s plan includes four objectives as part of the Employment priority area, all of which were planned for partial completion in 2024.

2. Objectives

Objective A

Objective B

Objective C

Objective D

B. Built Environment

1. Overview

The Library offers a variety of services to clients and the public, and it has offices for its employees in various locations in the Parliamentary Precinct and beyond.

The Library works in collaboration with the Senate of Canada, the House of Commons and Public Services and Procurement Canada (PSPC) to ensure that our physical spaces are accessible to everyone. The Library’s spaces are provided and maintained by PSPC.

The Library’s plan includes four objectives in the Built Environment priority area. These objectives are all ongoing and a lot of work has been completed for each of them.

2. Objectives

Objective A

Objective B

Objective C

Objective D

3. Resolving the Barriers Identified

Most of the barriers flagged through the Library’s feedback process were related to the built environment. A total of five new barriers were flagged in the last year.

Barrier 1: Missing power door operator in washroom

• Details: The washroom in main administration building does not have a power door operator (PDO).
• Solutions: The landlord is installing PDOs where needed, but some time will be required.

Barrier 2: Employees wearing strong perfumes and other heavily scented products

• Details: The Senior Project Coordinator, Accessibility, received various comments on some employees wearing strong perfumes and other heavily scented products.
• Solutions: A multiple chemical sensitivity workshop was offered to employees. Scent‑free signage was added in various office locations. More awareness will be needed in the coming months to completely solve the barrier.

Barriers 3 and 4: Washroom accessible stall doors do not close

• Details: The accessible washroom stall doors on two different floors of 50 O’Connor did not close without force, and it was hard for a person using a wheelchair or other mobility device to reach the handle to close the door.
• Solutions: D‑shaped door handles were added on the hinge side of both doors to ensure users can reach it safely. Other measures were put in place to ensure that the doors close without any force required.

Barrier 5: Washroom doors are heavy for people not using the power door operator

• Details: Main washroom doors of the 10^th floor of 50 O’Connor are heavy to push for people not using the power door operator.
• Solutions: Looking into changing the door to a lighter one. This should be completed by the end of 2024 or early in 2025.

C. Information and Communication Technologies

1. Overview

The Library environment is rich in information and communication technologies (ICT). The Library has an extensive web presence and is active on social media. Clients access Library products and services through digital platforms, including an intranet site, a client portal or our e‑collections. The public can use our digital platforms to learn about Parliament, reserve tickets to visit Parliament and shop at the Parliamentary Boutique. In addition to maintaining this digital presence, Library employees use a variety of software and tools throughout their workday.

As part of the ICT priority area, the Library’s plan includes five objectives.

2. Objectives

Objective A

Objective B

Objective C

Objective D

Objective E

3. Resolving the Barriers Identified

Since the publication of the first progress report, two new barriers were identified in the ICT priority area.

Barrier 1: Accessibility Inquiries and Feedback Form “submit” button

• Details: On the user’s side, the submit button was blue, which made the text invisible. Users mentioned they were using the dark mode when accessing the site.
• Solutions: The Library was not able to duplicate the issue. To ensure the issue does not happen again, a change was made to the form to allow for better contrast.

Barrier 2: Accessibility Inquiries and Feedback Form text boxes and confirmation email

• Details: When filling out the form text boxes, red lines appeared under the words to indicate spelling errors. This made reading the text hard for some people. The email confirmation had an issue where some words were broken onto two lines.
• Solutions: The Library deactivated the spelling correction functionality in all text boxes, which solves the issue of red lines indicating spelling errors. The coding of the form was adjusted to avoid the words being cut in the middle.

D. Communication, Other Than Information and Communication Technologies

1. Overview

As the Parliament of Canada’s knowledge centre, the Library produces a large volume of information and resources for parliamentary clients. It also provides guided tours of Parliament and learning resources to help the public understand and engage with Parliament. The Library has developed many tools in the last year to ensure it can communicate with everyone in the most accessible way. The Library has also added accessibility statements in various publications to indicate how to request documents in a variety of alternate formats. No new barriers relating to communication have been reported since the launch of the plan.

The Library’s plan contains four objectives in the Communication priority area: two that were to be completed in 2023, one in 2024–2025 and one in 2025–2026. All objectives under the Communication priority area have been completed.

2. Objectives

Objective A

Objective B

Objective C

Objective D

3. Resolving the Barriers Identified

Since the publication of the last progress report, three barriers were identified in the Communication priority area.

Barrier 1: Accessibility of Policy Health and Safety Committee documents

• Details: Policy Health and Safety Committee documents such as meeting agendas are bilingual, making the format inaccessible for some users.
• Solutions: The documents will be offered separately in English and French and in Microsoft Word in 2025.

Barrier 2: Dark mode issue when using the “Learning Opportunities” email template

• Details: There was a lack of colour contrast, which rendered some words hard to read when consulting “Learning Opportunities” emails in dark mode.
• Solutions: The “Learning Opportunities” email template was assessed, and it was confirmed that it was correctly built to allow enough contrast in dark mode. Therefore, it was determined to be a user error by the person populating the template. A training session on how to use the template and to further troubleshoot any errors as required was organized with the employee.

Barrier 3: Bilingual email signature block

• Details: The Library’s signature block template has both English and French information on the same line, which could be problematic for those using screen readers.
• Solutions: The Library is exploring best practices to determine how best to address this barrier.

E. Procurement of Goods, Services and Facilities

1. Overview

The Library procures goods, services and facilities in accordance with various internal policies and public sector financial and accounting norms. No barriers relating to the procurement of goods, services and facilities were identified during the consultations, and no new barriers have been identified in this priority area since the Library published its plan in 2022.

Due to ongoing recruitment challenges in filling vacancies in the procurement team, some activities were postponed to 2025.

2. Objectives

Objective A

Objective B

Objective C

F. Design and Delivery of Programs and Services

1. Overview

The Library provides programs and services to its employees, parliamentarians and their staff and the public. This includes giving guided tours of Parliament, designing and delivering educational programs and providing customized research and curated information, among other offerings.

2. Objectives

Objective A

Objective B

Objective C

Objective D

3. Resolving the Barriers Identified

One new barrier was identified and resolved in 2023–2024.

Barrier 1: Incorrect information for accessible drop‑off at West Block

• Details: On the Visit Canada website, users were told to contact Tenant Operations by phone, however, when calling the number provided, the automated directory did not provide any option to reach Tenant Operations. The options had changed after the publication of the information on the website.
• Solutions: The text on the website was updated with the correct information and a process was put in place to ensure changes are made to the website when the phone options change.

G. Transportation

1. Overview

The Library offers services in various locations in and near the Parliamentary Precinct, and its employees interact with clients in different buildings, which requires travelling between locations at times. Some employees also travel to other areas of Canada or abroad for work‑related activities in support of parliamentary committees and associations.

No barriers were identified in this priority area in 2024.

Due to ongoing recruitment challenges in filling several vacancies in Administration and Finance, the activities were postponed to 2025.

2. Objectives

Objective A

Objective B

H. Culture

1. Overview

The Library elected to establish “Culture” as a priority area in its accessibility plan, in addition to the seven priority areas identified in the Accessible Canada Act. We did so because we recognize that creating a culture of awareness and understanding of accessibility and disabilities is key to becoming a barrier‑free organization. A great deal of work has been done on this front since the accessibility plan was launched.

2. Objectives

Objective A

3. Resolving the Barriers Identified

Two barriers were identified and resolved in 2023–2024.

Barrier 1: Employee was told by their manager, “Not everything needs to be accessible.”

• Details: An employee submitted an anonymous feedback form to indicate that they were told by their manager to stop making accessible documents as not everything needs to be accessible.
• Solutions: In various meetings and events with management and with employees, the accessibility team reiterated the fact that all accessibility barriers must be removed and that no new barriers can be created.

Barrier 2: Lack of comfort and trust in asking for accommodation

• Details: An anonymous feedback form was submitted mentioning the barrier above about “not everything needing to be accessible,” adding that the same manager then asked if the employee needed some accommodation for their disability. Considering the manager’s comment, the employee did not feel comfortable in asking their manager for accommodation.
• Solutions: The new accessibility‑related learner profiles include training for all managers on accommodations requests.

Consultations

A. Overview

In keeping with the “Nothing without us” principle, consultations with persons with disabilities are an important part of all Library accessibility initiatives.

In February 2024, the Library approached the Canadian Association of the Deaf to get feedback from the Deaf community on the addition of ASL and LSQ to video tours of the Senate of Canada Building, the House of Commons at West Block and East Block.

Also in February, the Library hosted consultation sessions for employees with disabilities and allies to gather accessibility business requirements for the new web content management system. Fifty‑five employees participated and share their thoughts on what barriers to avoid and what requirements should be mandatory in the project.

In August and September 2024, the Library consulted the public after their visit to Canada’s Parliament (tours of the Senate of Canada Building, the House of Commons at West Block and East Block, as well as visits to Parliament: The Immersive Experience). Over a period of two‑and‑a‑half weeks, 549 visitors responded to various questions on the general quality of the experience, the level of customer service, the clarity of pre‑visit information, and the accessibility of the experience, among others.

In November 2024, the Library consulted with its employees through an online survey. The survey sought to understand how Library employees feel about accessibility, their training needs and the Library’s various accessibility initiatives. Over 80 employees completed the survey.

Consultations were also held with key partners and clients in the parliamentary community and with members of the public through various working group and advisory committee meetings and client satisfaction surveys.

The multiple consultation activities on accessibility held with people living with a disability throughout the year are evidence of the Library’s commitment to the “Nothing without us” principle. The organization hopes to increase the number of consultation activities on accessibility in the next year.

B. What We Heard

Comments received throughout the year show that, overall, the Library is on the right path to creating an accessible environment. Although some employees may hesitate to self‑identify as a person with a disability for fear of hindering their careers, we have seen an increased number of people contacting the Senior Project Coordinator, Accessibility to discuss accessibility barriers and initiatives at the Library.

For the website content management system project, participants made many suggestions that have been included in all facets of the project. These include having options to change dashboard colours and font sizes, toggle dark mode, work with accessibility checker tools, and ensure accessible training is offered and that a feedback mechanism is included in the system.

Regarding the video tours of the Senate of Canada Building, the House of Commons at West Block and East Block, we heard that the sign language interpretation was too fast and that adding a solid colour block behind the interpreter would make it easier to see the signing. Both suggestions were incorporated into the videos, and the Library applied the same treatment to its next accessible video project, the tour of East Block. The Library will ensure that it includes this same treatment in all future accessible videos.

Members of the public had interesting things to say in a survey of their visit to Canada’s Parliament.

• Out of the 549 people who responded, 23 people (4%) identified as a person with a disability or a person who has had a disability in the past; 330 people (60%) said that they did not identify as a person with a disability; and 196 people (36%) preferred not to say. Most of the respondents who identified as a person with a disability said they had a physical disability (82%), followed by hearing (9%) and vision (5%), with some (5%) preferring not to say what their disability was.
• Although 90% of all respondents reported facing no barriers to accessibility at the Parliament buildings, 21 people (4%) reported facing physical barriers. One person identified having faced sensory barriers, social barriers and cognitive barriers. Three people (1%) reported facing other, unspecified, barriers to accessibility.
• Most visitors with disabilities (81%) reported being familiar with at least some of the Library’s accessibility supports. The information came from multiple sources, with 61% of visitors reporting that it had been offered by their guide or another staff member; 56% having found the information on the Parliament of Canada website; 33% having seen signage in the building; and 6% having contacted Parliament by phone or email. In total, 86% of visitors with disabilities reported being either completely or mostly satisfied with the accessible services and supports offered. This number was highest at the Senate of Canada Building and House of Commons at West Block (100% each) and lower at Parliament: Immersive Experience (75%) and East Block (67%).
• Visitors’ suggestions for improvements to the accessibility of the experience included more ramps, assistance in obtaining and using wheelchairs, and expanding parking options. The Library will examine the survey results more closely and see where improvements can be made, including the active promotion of accessibility supports by staff. As tours are offered by the Library in buildings operated by our parliamentary partners, the Library will share this information with the partners and Public Services and Procurement Canada so that they can consider improvements that can be made to enhance the accessibility of the built environment.

Overall, over 96% of respondents rated the overall accessibility of their visit as good or excellent.

Over 80 employees completed the second edition of the Accessibility and Me survey, a questionnaire that was created to gather employee feedback on the Library’s various accessibility initiatives. The participation rate in the 2024 survey was lower by about 50% compared to the previous year. Almost all survey respondents said that they were either interested in or well informed about accessibility. In total, 37% of respondents said that they would benefit from more training.

Employees responded that the training sessions they would most like to receive are on creating accessible documents and understanding invisible accessibility barriers. A new question on training was included in the 2024 survey. Employees were asked if they had participated in accessibility‑related training offered by the Library or by any other provider in the past year and why. Over 60% of respondents participated in at least one accessibility‑related training session and most did so because they were interested in the subject. Of the 36% of employees who did not participate in any training sessions, the main reasons were they were not aware such sessions were offered.

Employees were asked if they had participated in any of the awareness activities offered by the Precinct Accessibility Working Group in 2024. A total of 47 Library employees participated in at least one session; 93% of them did so because they were interested in the topic. Some employees mentioned that they would have liked to take part in activities, but they were unable to for various reasons. About 12% of respondents mentioned they wished some awareness activities were offered in a different format, a decrease from the previous year.

The last question asked employees whether they had noticed any changes at the Library when it comes to accessibility. More than 25% of respondents said they had noticed changes. Some respondents noted built environment changes that were made, such as the addition of power door operators for washrooms, while others mentioned an increased awareness from employees and management, as well as more training and events offered to employees.

Feedback

With the publication of its first accessibility plan on 1 December 2022, the Library launched an official feedback process. Anyone can use the feedback process to report an accessibility barrier, anonymously or not, or to comment on accessibility. The process can also be used to request a document in an alternate format or to ask a question about any of the Library’s accessibility initiatives. Feedback can be shared through the Accessibility Inquiries and Feedback form, by email, mail or phone, or in person.

In 2024, the Library’s feedback process was used 25 times. The Library received five requests for an alternate format, 14 reports of barriers, one comment and five accessibility‑related questions. Close to 50% of the feedback was provided by people who identified as living with a disability, and only 24% of the feedback was provided anonymously. About 70% of the people who submitted feedback requested a follow‑up. Most of the requests came from Library employees (56%), followed by the public (24%) and clients (20%).

The Library responded to the requests for documents in alternate formats within one or two days of receipt of the request. Most of the requests were for parliamentary documents in electronic formats, and one was for a printed copy.

Out of the 14 accessibility barriers flagged, five came under the Built Environment priority area, two under Employment, three under Information and Communication Technology, three under Communication, two under Culture and one under Design and Delivery of Programs and Services. About 70% of concerns have been addressed, and barriers were removed swiftly once they were brought to our attention, most within a few weeks. The Library plans to address the remaining seven barriers identified in the feedback process over the next few months. Details about how the Library addressed these concerns and how it removed or plans to remove the barriers identified can be found in “Priority Areas: Section 5 of the Accessible Canada Act” in this document.

When the Library published its 2023 progress report, four barriers were still pending resolution. Out of these, three were resolved in 2024. Resolutions included adding D‑shaped door handles to various accessible restroom stall doors; making arrangements with the Senate of Canada for a secure and accessible drop‑off location for visitors using a mobility device or having mobility issues; and providing a larger para‑transportation drop‑off area at 50 O’Connor in winter. The remaining barrier is the addition of an automatic door opener for floor access, and this should be resolved in the coming year.

Glossary

Ableism

A belief system that sees persons with disabilities as being less worthy of respect and consideration, less able to contribute and participate or of less inherent value than others. Ableism may be conscious or unconscious and may be embedded in institutions, systems or the broader culture of a society. It can limit the opportunities of persons with disabilities and reduce their inclusion in the life of their communities.

Source:

Canadian Race Relations Foundation, Glossary of Terms.

Accessibility

The degree to which a product, service, program or environment is available to be accessed or used by all.

Source:

Treasury Board of Canada Secretariat, Glossary: Accessibility Strategy for the Public Service of Canada.

Barrier

Anything that hinders the full and equal participation in society of persons with an impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment or a functional limitation. Barriers can be physical, architectural, technological or attitudinal.

Source:

Bill C‑81, An Act to ensure a barrier‑free Canada, 42^nd Parliament, 1^st Session (S.C. 2019, c. 10).

Culture

The attitudes, behaviour, opinions, etc. of a particular group of people within society.

Source:

Cambridge Dictionary.

Learned and shared patterns of thought and behavior characteristic of a given population, plus the material objects produced and used by that population.

Source:

“Classic Definitions of Culture,” Cultural Reader, Blog, 19 March 2017.

Disability

Any impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment, or a functional limitation, whether permanent, temporary, or episodic in nature, or evident or not, that, in interaction with a barrier, hinders a person’s full and equal participation in society.

Source:

Bill C‑81, An Act to ensure a barrier‑free Canada, 42^nd Parliament, 1^st Session (S.C. 2019, c. 10).

Episodic disability

Episodic disabling conditions or diseases are lifelong, but unlike permanent or progressive disabling conditions, they result in episodes of disability. Even with the best possible medical management people may experience episodes of disability. The periods of disability can vary in severity and duration. There may be advance warning or the episode may come on unexpectedly. Examples of conditions that are episodically disabling are mental illness, arthritis, HIV/AIDS, multiple sclerosis, Crohn’s and colitis, and some forms of cancer and rare diseases.

Source:

Episodic Disabilities Network, About the Episodic Disabilities Network.

“Nothing without us”

The foundational principle of “Nothing without us” recognizes that persons with disabilities are equal participants in all areas of life. They should be involved in all decision‑making on policies, programs, practices and service delivery.

Source:

Government of Canada, Consulting persons with disabilities: “Nothing without us.”

Unconscious bias

Refers to the unconscious assumptions, beliefs, attitudes and stereotypes that human brains have about different groups. These learned mental short cuts affect how we perceive and respond to people.

Source:

University of Victoria, Unconscious Biases.

Universal Accessibility

Universal accessibility is defined as the character of a product, process, service, information, or environment that, with equity and inclusiveness in mind, enables any person to perform activities independently and achieve equivalent results.

Source:

J. Langevin et al., Research report for Montreal’s associative environments – Universal accessibility and contributory designs (version 5.3), Groupe DÉFI Accessibilité (GDA), Université de Montréal, quoted in Collectif A.U., What is universal accessibility?

Workplace accommodation

[Workplace accommodation] means taking steps to adjust rules, policies, practices or situations in the workplace that have a negative impact on an individual or groups who are protected under the Canadian Human Rights Act.

Source:

Canadian Human Rights Commission, A Template for Developing a Workplace Accommodation Policy  (244 KB, 13 pages), 1 January 2011, p. 7.