LCBO Accessibility Status Report for 2015

INTRODUCTION

The following document outlines the LCBO's progress in meeting accessibility standards outlined in its multi-year accessibility plan in five key areas:

  • Customer Service Standards
  • General - Accessibility Policy, Multi-Year Accessibility Plan, Procurement, Training
  • Information and Communications
  • Employment
  • Design of Public Spaces Standards

CUSTOMER SERVICE STANDARDS REGULATION

In 2015, the LCBO remained in compliance with the Ontario Regulation 429/07, Accessibility Standards for Customer Service.

Since January 1, 2010, permanent full-time, casual, winter and summer fixed-term Retail staff, including Contact Centre staff, have completed the LCBO's "Accessibility Standards for Customer Service" training. The training has been incorporated in the LCBO's New Hire Orientation for Retail employees and helloLCBO/alloLCBO Contact Centre staff.

Since 2010, the LCBO has continued to welcome and appreciate feedback from customers with disabilities through multiple communication channels, including such platforms as fully-accessible telephone service, TTY, e-mail, regular mail, and in person. All feedback received through helloLCBO/alloLCBO is documented and followed up on to ensure proper consideration and resolution, if necessary.

The helloLCBO/alloLCBO mobile platforms meet WCAG 2.0 Level A standards for accessibility compliance.

All retail store point-of-sale debit/credit technology has been replaced with portable devices having larger buttons and screen fonts with improved contrast to be more accessible for customers with disabilities.

GENERAL

Accessibility Policy

The LCBO's Accessibility Policy - Statement of Organizational Commitment is posted on its website for the public to view.

Accessibility Plan

The LCBO's Multi-Year Accessibility Plan for January 1, 2013 to December 31, 2017 outlines its strategy to prevent and remove barriers to accessibility and is posted on its website for the public to view.

Procuring or Acquiring Goods, Services or Facilities

Effective January 1, 2013, the LCBO incorporated accessibility criteria and features into its policies and procedures when procuring or acquiring goods, services or facilities, except where not practicable to do so.

An educational awareness module and accessibility tools for the procurement process have been developed. This includes a procurement accessibility checklist to assist internal stakeholders in the consideration and assessment of accessibility criteria in procurement processes for goods, services, and facilities.

Training

In addition to Accessibility Standards for Customer Service training referenced earlier, the LCBO has developed an e-learning module "let's get together for an Accessible LCBO" to provide all employees, volunteers, third-party contractors, who provide goods, services and facilities on the LCBO's behalf, with educational awareness and training on the requirements of the Integrated Accessibility Standards Regulation ("IASR") and on the Ontario Human Rights Code as it relates to persons with disabilities.

Head and regional office employees completed the program December 31, 2013. It was rolled out to Retail and Logistics employees for completion, as practicable in 2014.

"let's get together for an Accessible LCBO" is also incorporated as a mandatory requirement for the orientation of all new employees.

INTEGRATED ACCESSIBILITY STANDARDS REGULATION ("IASR")

INFORMATION AND COMMUNICATION STANDARDS

Accessible Formats and Communication Supports

The LCBO is committed to making company information and communications accessible to persons with disabilities. Upon request, the LCBO will provide, or arrange for the provision of, accessible formats and communication supports in a timely manner that take into account the individual's accessibility needs due to disability, and at a cost of no more than the regular cost charged to other persons.

LCBO divisions, including, but not limited to Corporate Communications and Information Technology, will develop and communicate corporate e-mail best practices based on technology vendor requirements and expand corporate awareness of requirements for compliance with the IASR of the Accessibility for Ontarians with Disabilities Act (AODA).

Emergency Procedure, Plans, and Public Safety Information

Emergency procedures, plans, and public safety information that are prepared by the LCBO and made available to the public will be made available in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

Accessible Websites and Web Content

The LCBO continues in its adoption of standards in Internet technology to ensure that public websites developed after January, 2012 are compatible for accessibility with Web Content Accessibility Guidelines (WCAG) 2.0, Level A. The LCBO is committed to ensuring that ongoing development of its next generation digital platform for public websites, mobile applications, in-store media and information technology infrastructure meet AODA information and communication standards, and that partnering vendors have the necessary expertise with such technology.

Compliance with international accessibility guidelines provided by the World Wide Web Consortium (W3C) for WCAG 2.0 was included in the LCBO's Request for Proposals (RFPs) as one of the criteria in selecting technology vendors for new website development initiatives.

The LCBO has drafted System Development Life Cycle (SDLC) documents and processes to outline roles and responsibilities regarding content compliance for new intranet sites.

The LCBO continues to follow the mandated Accessibility Directorate of Ontario (ADO) guidelines and Province of Ontario I&IT solutions that support obligated private sector and broader public sector organizations in compliance initiatives.

In addition to www.lcbo.com and www.vintages.com, the LCBO's public Trade Resources website, www.doingbusinesswithlcbo.com, has been updated to provide access to a suite of products, at no cost, via an alliance with the eSSENTIAL Accessibility service. This service offers LCBO's customers downloadable tools, at no cost, which provide vehicles for enhanced navigation of LCBO's websites and communication support for customers who experience challenges typing, moving a mouse, and/or reading. Keyboard and mouse replacement solutions include a webcam-based, hands-free movement tracking system, a page reader, predictive typing and other customizable options.

Through its alliance with eSSENTIAL Accessibility, the LCBO is a proud founding member of the Disability Community Involvement Initiative, launched in association with leading advocacy groups for the disabled.

New website content is coded in a compliant fashion to empower both the eSSENTIAL Accessibility software and third-party consumer tools. For example, screen readers will be equipped with the inclusion of descriptive alt tags on all links and images directed through the site-map page.

Information Technology (IT) has assisted in the selection and installation of workstation tools to accommodate the accessibility needs of LCBO staff.

EMPLOYMENT STANDARDS

The LCBO is committed to fair and accessible employment practices that attract and retain employees with disabilities. This includes incorporating accessibility practices across all stages of the employment cycle.

The LCBO has reviewed and, as necessary, revised its employment policies, procedures, and processes to ensure accessibility and accommodation is provided to applicants and employees with disabilities.

Workplace Emergency Management

Where the LCBO is aware that an employee has a disability and that there is a need for accommodation, an individualized emergency plan has been developed.

Processes have been developed through New Hire Orientation and work accommodation procedures to initiate individualized emergency plans, upon notification, if required.

DESIGN OF PUBLIC SPACES STANDARDS

The LCBO is committed to the applicable Design of Public Spaces Standards and its goal to remove barriers in public spaces and buildings. The LCBO will ensure that any applicable requirements for new construction and redevelopments, as set out and scheduled in the standards, are followed.

Feedback

The LCBO welcomes and appreciates feedback as it enables us to continue to provide service excellence to all customers, including those with disabilities.

If you have feedback on accessibility at the LCBO, please contact us.

  • Phone: helloLCBO/alloLCBO Contact Centre - 1-800-668-5226

  • Mail:    Attention LCBO Customer Service - Dept. 878
                1 Yonge St, 22nd Floor, Suite 2208
                Toronto Ontario
                M5E 1E5

  • Teletype: TTY number – 1-800-361-3291

  • Website/Chat: www.hellolcbo.com

  • E-mail: Click to Submit
    (enter the word Accessibility in the subject line)

  • Hours: Monday to Friday, 8:30 a.m. to 6:00 p.m.
    Saturday, 9:00 a.m. to 6:00 p.m.