Hey everyone and welcome to April.
I hope that wherever you are, spring is here.
Today I am pleased to share our president’s editorial with you.
Donna J. Jodhan gives a sobering view of her experiences with Service Ontario.
She however wishes to personally thank Jennifer N and Catarina for saving her day.
2 very special Service Ontario agents.
I’m Scott Savoy wishing you a happy Easter Holiday weekend.
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How Accessible Is Service Ontario
By Donna J. Jodhan
What a shock it was when I recently discovered that renewing my business registration now requires going online. The surprise quickly turned into frustration when I was told that completing the renewal in person is no longer an option.
The first agent I spoke with on the phone confirmed that the online process was the only way to proceed. That response might seem straightforward to many, but for someone who is vision impaired, it raises a serious and immediate question: how exactly am I supposed to complete an online process when the website itself is inaccessible?
The ServiceOntario website proved extremely difficult to navigate. Even with the assistance of a sighted technician, we were unable to complete the renewal. The system simply wasn’t designed in a way that someone using assistive technology could use easily. Accessibility, which should be a fundamental part of any public service platform, appeared to be an afterthought.
What was even more troubling was the response from the first agent. When I explained the accessibility barrier, I was told to “find someone to help.” The dismissive tone suggested that the responsibility for overcoming the website’s limitations rested with me, rather than with the service provider that created them. For people with disabilities,
responses like this are more than frustrating—they are discouraging and exclusionary.
My second call brought a somewhat better experience. The agent listened and agreed to lodge a complaint, promising that someone would call me within four business days. Unfortunately, that call never came.
It wasn’t until my third attempt that I encountered an agent who truly understood the issue. She listened carefully, showed genuine concern, and escalated the complaint immediately. Within minutes of that conversation, I received a call from someone who was able to help resolve the problem.
Thanks to the dedication and commitment of that staff member, it now appears that I will be able to complete my business registration renewal without having to struggle through an inaccessible online system.
But the experience raises a larger question: how accessible is ServiceOntario?
Automation and digital services can certainly make government systems more efficient. However, efficiency should never come at the expense of accessibility. When public services move entirely online without ensuring that their platforms are fully accessible, they risk shutting out the very people they are meant to serve.
Accessibility is not a luxury or an optional feature. It is a basic requirement—especially for government services. If a system is designed in a way that people with disabilities cannot use independently, then it is not truly serving the public.
My experience shows that while some individuals within the system are committed to helping, the system itself still has a long way to go. Technology should make services easier for everyone—not create new barriers for those who already face enough of them.
I’d like to leave you with this for your consideration.
A ServiceOntario sign hangs above the entrance of a government service centre. Nearby, two people sit side-by-side at a computer, trying to access the ServiceOntario website. One person is sighted and leans forward toward the screen, concentrating intensely as they click through page after page. Beside them sits their friend, who is vision-impaired, listening carefully and waiting for guidance. The sighted friend’s expression shows growing frustration as they struggle to navigate the confusing website layout, trying different links and menus in an effort to help. Despite their determination to assist, the process is slow and difficult, highlighting how challenging the website is to use—especially for someone with visual impairment.
Image = A green rectangular ServiceOntario sign with bold white lettering mounted on the exterior of a modern building, viewed at an angle, with glass windows and gray structural elements in the background and thin, leafless branches partially visible in the foreground.
To learn more about me as an award winning sight loss coach and advocate visit www.donnajodhan.com