Minutes of the Customer Service Standards Development Committee (CS-SDC)
Meeting Date/Time: February 16, 2006; 9:30 am – 4:00 pm
February 17, 2006; 9:30 am – 3:00 pm
Meeting Number 1
Meeting Location: 89 Chestnut, University of Toronto
89 Chestnut Street
Toronto, Ontario M5G 1R1
Annexes: A. Barriers to Accessible Customer Service
Members Present:
- Judith Sandys, Ryerson University (Chair)
- Cynthia Archer, Ontario Library Association
- Cathie Auger, Association of Colleges of Applied Arts and Technology of Ontario
- Beverly Ball, Association of Municipal Managers, Clerks and Treasurers of Ontario
- Colleen Bell, City of Toronto
- Richard Clarke, Ontario Ministry of Government Services
- Della Derrough, Community Living Ontario
- Terry Downey, Ontario Federation of Labour
- Wendy Feldman, Ontario Ministry of Economic Development and Trade
- Martha Johnson, Canadian Bankers Association
- Stuart Johnston, Ontario Chamber of Commerce
- Doug Jure, Toronto Association of Business Improvement Areas (February 17 only)
- David Kelly, Ontario Federation of Community Mental Health and Addiction Programs
- Brian Kon, Ontario March of Dimes
- Sheila Larmer, Ontario Ministry of Tourism
- Adina Lebo, Motion Picture Theatre Associations of Canada
- Lorin MacDonald, Individual Representative
- Kerry-Anne Markle, Ontario Ministry of Community and Social Services
- Victor Palmer, Adult Learning Disabilities Resource
- Rod Seiling, Greater Toronto Hotel Association
- Margaret Shenton, Canadian Hard of Hearing Association (Ontario Chapter)
- Sharon Vilcini, Bloorview MacMillan Children’s Centres
- Walter E. Visser, Association of Municipalities of Ontario
- Jane Warwick, Ontario Ministry of the Attorney General
Members Absent:
- Dennis Finucan, Canadian Council of the Blind (Ontario Division)
- Ashley McClinton, Retail Council of Canada
Support Unit Affiliation:
- Kevin Boehmer, Canadian Standards Association
- Peggy Bram, Accessibility Directorate of Ontario
- Terry Brand, Canadian Standards Association, CS-SDC Co-Secretary
- Mansur Rahim, Accessibility Directorate of Ontario, CS-SDC Co-Secretary
- George Schidowka, Canadian Standards Association
- Estelle Small, Accessibility Directorate of Ontario
- Nelly Tion, Accessibility Directorate of Ontario
Summary of Meeting Actions
Action 1: T. Brand to circulate the revised draft seed document as the Initial Proposed Customer Standard – CS-SDC Draft 1 to Committee members by February 28, 2006.
Action 2: Chair to transmit the Work Plan to the Minister on behalf of the CS-SDC following Meeting1 in compliance with the Committee’s Terms of Reference.
Action 3: Co-Secretaries to explore the possibility of a downtown location for the March 2006 and future meetings.
Action 4: CS-SDC members to advise M. Rahim of any additional accommodations requirements for future meetings.
M1.1 Opening And Welcome
The Chair called the meeting to order at 9:30 am on February 16, 2006 and welcomed all members to the first working meeting of the Customer Service (CS) Standards Development Committee (SDC).
M1.2 Roll Call
Members introduced themselves and stated their affiliations.
M1.3 Administrative Matters
The Chair invited M. Rahim to discuss the Accessibility Directorate of Ontario’s request for CS-SDC consent to post member names and affiliations on the Ministry of Community and Social Services’ Web site during the week of February 20, 2006 . Members gave their consent and agreed to provide M. Rahim with any changes prior to the end of Meeting 1.
CS-SDC members reviewed the draft Meeting 1 agenda and approved it without change.
CS-SDC members reviewed the draft notes from the January 2006 Member Orientation and Training meeting, and approved them without change.
The Chair invited volunteers to participate on a communications task group to support CS-SDC members in communicating the progress of the CS-SDC to their constituencies. Four members agreed to participate – A. Lebo, B. Ball, D. Kelly and W.E. Visser. The Chair requested that the task group meet prior to the end of Meeting 1 to prepare a communiqué to be approved by the CS-SDC.
M1.4 Discussion/Resolution Of Key Issues From The Orientation And Training Meeting
T. Brand reviewed issues arising from the January 2006 Member Orientation and Training meeting:
- Scope of Proposed Accessible Customer Service Standard – Members discussed the relationship between the customer service standard and potential other accessibility standards under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA, 2005) and agreed that the proposed scope should focus on all service policies, practices and modes of communication.
- Key Concepts and Terms – It was noted that the AODA, 2005 specified that “accessibility standards may apply to persons and organizations that provide goods, services or facilities” [section 6(3)(a)] and did not include a definition of customer or customer service. Members suggested that the CS-SDC might define these terms in its draft initial proposed standard.
- Vision and Long-term Objectives – It was noted that the AODA, 2005 requires that long-term objectives be established [s.9 (2)], but does not require a vision for accessible customer service. It was agreed that the achievement of long-term objectives should result in equal access to customer service for persons with disabilities.
The CS-SDC identified barriers to accessible customer service and defined more specifically what outcomes the customer service standard should be designed to address. (Refer to Annex “A” – Barriers to Accessible Customer Service)
M1.5 Strengths And Weaknesses Of The Example Of A Proposed Accessible Customer Service Standard
CS-SDC members discussed the strengths and weaknesses of the example of a proposed accessible customer service standard and agreed to accept it as the starting point for the development of the draft initial proposed customer service standard.
M1.6 Development of an Initial Proposed Accessible Customer Service Standard
Required components of standards developed under the AODA, 2005 were reviewed. These include:
- long-term objectives;
- classes;
- measures, policies, practices or requirements; and
- progressive implementation schedules.
The CS-SDC began work on the draft initial proposed customer service standard – CS-SDC Draft 1, including revising the scope statement, drafting of long-term objectives and discussing definitions and measures, policies, practices or requirements.
Members discussed and agreed to amend the scope statement as follows (overleaf):
Scope
This initial proposed standard establishes long-term objectives and specifies requirements to ensure accessibility of goods and services to persons with disabilities in Ontario.
This initial proposed standard applies to all service delivery modes in the Province of Ontario including, but not limited to, services provided:
- in person, by telephone, and electronically;
- through an intermediary, intervener, or third party; and
- by all personnel, whether full-time or part-time, permanent or temporary, paid or unpaid or voluntary.
This proposed standard requires all persons and organizations providing goods or services in Ontario to remove, alter or prevent barriers to accessible service except in situations where persons and organizations can demonstrate that doing so would:
- fundamentally alter the nature of the service;
- compromise public safety or security or personal privacy; or
- result in statutory non-compliance.
The Committee requested that a revised draft Initial Proposed Customer Service Standard – CS-SDC Draft 1 be distributed to CS-SDC members by February 28, 2006.
Action 1: Secretary to distribute the draft Initial Proposed Customer Standard – CS-SDC Draft 1 to Committee members by February 28, 2006.
M1.7 Agreement To Path Forward
M1.7.1 Committee Work Plan to Minister
The Chair reminded the CS-SDC that it was required under its Terms of Reference to submit a Work Plan to the Minister of Community and Social Services no later than the first meeting of the Committee. The Work Plan was intended to keep the Minister informed of the Committee’s planned approach to develop the draft initial proposed customer service standard and to guide the Committee in carrying out its mandate. The CS-SDC reviewed and revised the Work Plan at the meeting.
Action 2: Chair to deliver the Work Plan to the Minister on behalf of the CS-SDC as soon as possible in accordance with the Committee’s Terms of Reference.
M1.7.2 Preparation/Assignments for Meeting 2
The Chair encouraged members to review the draft initial proposed customer service standard prior to Meeting 2 and to come prepared to discuss definitions, classes, measures, policies, practices or requirements. (Co-Secretary’s Note: CS-SDC members are encouraged to submit any comments that they may have on the draft initial proposed customer service standard, using the comment template provided to members, to T. Brand prior to March 17, 2006 ).
M1.8 Communications
The communications task group presented a draft communiqué summarizing the CS-SDC’s progress to date. The Chair reviewed the communiqué with the CS-SDC and recommended that it be distributed to the Committee following Meeting 1 to guide members in their discussions with their constituents/stakeholders. The Committee agreed with the Chair’s recommendation and requested T. Brand to distribute to members following Meeting 1.
M1.9 Other Business
M1.9.1 Meeting Evaluation
The Chair requested CS-SDC feedback on the meeting. Members indicated that they found the meeting productive and preferred the downtown location.
Action 3: Co-Secretaries to explore the possibility of a downtown location for the March 2006 and future meetings.
M1.9.2 Meeting and Committee Accommodations
M. Rahim requested members to contact him directly regarding any additional accommodations required for future meetings.
Action 4: CS-SDC members to advise M. Rahim of any additional accommodations requirements for future meetings.
M1.9.3 Meeting Schedule
The meeting schedule was reviewed and the Chair reminded members of their responsibility to participate (overleaf):
Meeting Numbers and Dates:
- Meeting 2: Wednesday March 22 – Thursday March 23, 2006
- Meeting 3: Monday April 24 – Tuesday 25, 2006
- Meeting 4: Thursday May 25 – Friday May 26, 2006
- Meeting 5: Tuesday June 27 – Wednesday 28, 2006
- Meeting 6: Wednesday July 26 – Thursday July 27, 2006 (Tentative)
- Meeting 7: Thursday August 24 – Friday August 25, 2006 (Tentative)
- Meeting 8: TBD
M1.9.4 Other
No other business was discussed.
M1.10 Adjournment
The meeting was adjourned at 3:14 pm on Friday, February 17, 2006.
Annex “A”
Barriers To Accessible Customer Service
The following barriers to accessible customer service were identified by the members of the Customer Service Standards Development Committee at Meeting 1 of the CS-SDC held in Toronto on February 16 and 17, 2006.
Barriers faced by persons:
- Lack of understanding of and acceptance of service animals by service providers
- Lack of knowledge on the part of service providers about disabilities
- Lack of wheelchair access
- Lack of parallel services to overcome physical barriers
- Lack of larger print formats
- Inaccessible signage
- Background noise
- Service providers speaking too fast
- Wait times (standing in line can be difficult/impossible for persons with disabilities to manage)
- Lack of walkers
- Visible and invisible barriers
- Lack of eye contact
- Line of sight
- Service providers misunderstanding customer service needs of persons with disabilities
- Lack of training and trained service personnel
- Lack of recognition of disabilities
- Limited flexibility in existing service channels, policies and procedures
- Lack of incentives for service personnel to be innovative in the way they deliver customer service
Barriers faced by organizations:
- Lack of Awareness (e.g., not knowing how to communicate with a customer with a disability)
- Attitudinal (e.g., fear of interacting with a customer with a disability)
- Communications and Information (e.g., information not available in an accessible format, or needed information not available)
- Technology (e.g., inaccessible web sites)
- Physical, non-structural (e.g., counter heights)
- Policies and procedures (e.g., policies or guidelines that preclude provision of customer service to persons with disabilities)
- Cultural (e.g., manner in which service providers perceive customers with disabilities)
- Resources (e.g., financial or human, enabling tools).