Support the design and delivery of accessible administrative services (CA0097)

4.5 Support the design and delivery of accessible administrative services

Note: This commitment is part of a commitment cluster in the original action plan and has been disaggregated by the OGP Support Unit. See the action plan for details.

Issue to be addressed
Many Canadians continue to face systemic barriers when accessing government programs and services, particularly those from marginalized communities defined by race, gender, disability, income level or other intersecting factors. When public services are not designed with inclusivity at their core, they risk reinforcing inequality, limiting access to essential resources, and excluding voices from decision-making.

This issue highlights the ongoing need for government policies and services that are intentionally inclusive, equitable and informed by community input. By actively engaging affected populations and integrating their feedback, programs can become more user-friendly, fair and responsive ensuring that all Canadians feel seen and supported. Inclusive design is not just a matter of fairness; it's essential for effective governance and social cohesion.

Problem statement
Government programs and services often do not meet the diverse needs of all Canadians, particularly those from marginalized communities. When policies are not designed with inclusivity and equity in mind, they risk excluding people from essential resources and full participation in civic life. Without actively incorporating feedback from affected communities, services can remain inaccessible, unfair and unresponsive, which undermining trust and limiting their ability to serve the populations they are intended to support.

Commitment
The Government of Canada commits to designing and delivering government programs and services that are inclusive, equitable and informed by lived experiences. By actively engaging individuals across diverse identities, we will make sure public services are accessible, responsive and reflective of the real needs of Canadians. This means embedding inclusive design principles into every stage of policy and service development and creating feedback mechanisms that empower communities to shape the systems that serve them. The goal is to build trust, promote fairness and strengthen social cohesion.

What will we do?

4.5 Support the design and delivery of accessible administrative services
4.5.1. The number of administrative bodies-federal, provincial and territorial-that apply the Access to Justice Index to their operations for an initial assessment. Biannually until 2029. JUS
4.5.2. The number of administrative bodies that use the index for a further self-assessment to evaluate progress and identify additional improvements. Biannually until 2029. JUS
4.5.3. Feedback from administrative bodies on the effectiveness of the index as a tool to support more accessible and user-friendly services. Feedback will be compiled at the end of two years of promoting the Index-November 2027. JUS
4.5.4. Number of awareness raising activities (for example, webinars, talks at conferences). Biannually until 2029. JUS