OLG Annual Accessibility Status Report

Updated December 2022

 

Summary

OLG proudly supports the rights of People with Disabilities to equal access to services and products and continually strives to bring inclusivity to our products, services, and our workplace. As a reflection of that support, the Accessibility Status Report outlines the progress made over the course of the calendar year which correspond to requirements set out under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Integrated Accessibility Standards Regulation (Ontario Regulation 191/11).

In addition, OLG has developed the OLG Truths, a set of principles and core values that provide clarity and focus to continually drive value for Ontarians. The principles set out in the OLG Truths underpin our commitment to accessibility and continual improvement:

  • We Care for Ontario
  • We Play as One Team
  • We Are Player Obsessed
  • We Dream Big and Champion Change
  • We Celebrate our Difference

The Status Report includes accessibility initiatives completed in 2022 which align with the OLG’s Multi-year Accessibility Plan.

Integrated Accessibility Standards Regulation (IASR)

  • In 2022, the Ontario Lottery and Gaming Corporation (OLG) remained in compliance with the Ontario Regulation 191/11, Integrated Accessibility Standard.
  • Beginning in 2009, OLG introduced an accessible feedback process to receive and respond to inquiries and suggestions from the public by mail, telephone, BRS (Bell Relay Service), and more recently an accessible chat interface on OLG.ca. We continue to strive to ensure all feedback mechanisms are inclusive to all customers.

Accessibility policies

  • OLG has posted information regarding yearly progress on the accessibility page on OLG.ca.

Accessibility plans

  • The OLG Multi Year Accessibility Plan outlines the corporation’s strategy to prevent and remove barriers to accessibility, and has been refreshed to incorporate proposed initiatives for the periods of 2022 – 2026.
  • OLG is in the process of developing an Accessibility Maturity Model which provides an effective means for assessing program maturity. OLG will leverage the World Wide Web Consortium’s (W3C) Accessibility Maturity Model as the underpinning and extend the framework to encapsulate all aspects of IASR.

Procuring or acquiring goods, services, or facilities

  • OLG incorporates accessibility criteria and features when procuring or acquiring goods, services, or facilities.
  • OLG Requests for Information, Quotes and Proposals are reviewed for accessibility criteria prior to distribution.
  • OLG’s Accessibility Department participates in reviews of all new OLG initiatives to ensure accessibility is taken into consideration, and as applicable, captured in the planning process and throughout the initiative lifecycle.
  • OLG continually investigates opportunities to improve the procurement of and services that have accessibility features.

Self-service kiosks

  • OLG is committed to incorporating accessibility features into self-service kiosks and works closely with vendors to identify and remove common barriers encountered on these platforms.

Emergency procedures and plans

  • Emergency procedures and plans that are prepared by OLG and made available to the public are made available in an accessible format, upon request.

Training and Education

  • All OLG employees are required to complete the revamped AODA training module in 2022.
  • The Accessibility Department organizes quarterly Lunch and Learn sessions focusing on various accessibility topics from general awareness to tips for embedding accessibility in day-to-day operations.
  • The Accessibility Department participates in regular reviews of new web-based training content for OLG staff, providing feedback on the content, web player interface, and alternative formats.
  • OLG successfully redeveloped it’s AODA training e-module from the ground up, aligning with organizational changes, and providing updated expectations to staff. This new training module was mandatory viewing for all OLG staff.

Feedback

  • OLG continually monitors the feedback processes to ensure they are accessible and inclusive. Existing feedback processes were revised to ensure the processes are accessible and inclusive.
  • OLG customer feedback processes allow for multiple types of communication such as accessible chat (OL, email, telephone, regular mail, and Bell Relay Service.
  • OLG calls are monitored, and all accessibility related inquiries are forwarded to the OLG Accessibility Department for review and resolution as required.

Websites and web content

  • OLG has recently adopted an internal digital accessibility standard based upon WCAG 2.1 AA, over and above the requirements prescribed by IASR.
  • OLG procured and implemented a suite of accessibility tools which will aid in proactive issues mitigation. As a general practice, OLG aligns with vendors who have strong digital accessibility competencies to ensure robust accessibility within our products. In instances where that is not possible, OLG collaborates with the vendor to outline the best practices to ensure accessibility barriers are addressed.
  • External web service providers are required to certify all new web development and content completed for OLG complies with WCAG 2.1 Level AA.
  • PDF content is reviewed and remediated to meet both WCAG 2.1 AA requirements and PDF/UA standards prior to publishing.

Workplace emergency management

  • Where OLG is aware that an employee has a disability and that there is a need for accommodation, individualized workplace emergency response information will be provided to the employee.

Information and Communications

  • OLG continues to ensure that our policies align with both regulatory requirements and inclusive best practices. As such, accessibility policies are reviewed biannually with the goal of eliminating barriers for employees and members of the public with disabilities, as well as comply with the requirements of the AODA standards.

Employment

  • OLG hosted mandatory mental health training for managers to provide them the tools to support OLG employees.
  • OLG’s Mental Health Network and Disability and Inclusions Employee Resource Groups hosted a series of events aimed at raising awareness and breaking down stigmas associated with both mental health and disability.

Design of Public Spaces

  • Construction of the OLG Stage at Fallsview Casino was finalized this year, taking advantage of the latest AODA and Ontario Building Code requirements to provide patrons with a myriad of accessibility features to enhance their experience:
    • 5% of seating is accessible, at a variety of price points
    • T-loop listening technology
    • 31 dedicated accessible parking spaces
    • Accessible counters (bars, box office, etc)
    • Accessible washrooms
    • Accessible Metal Detector
    • Mobility Device Storage
  • OLG commissioned an independent built environment audit of its PlaySmart Centres across Land Based Gaming sites.
  • Accessibility considerations were prioritized in the revitalization of OLG office spaces in Toronto and Sault St Marie locations.
  • As a whole, OLG is committed to the applicable Design of Public Spaces Standards and its goal to remove barriers in public spaces and buildings. OLG will ensure that any applicable requirements for new construction and redevelopments, as set out and scheduled in the standards, are followed.