Commit to accessible and inclusive design

What we heard during the co-design process

People want better information in a range of formats

• Every message needs to be available in a range of ways (visual, auditory, tactile, plain English, multilingual) so people have options on how to access it.
• Information needs to be simplified for everyone, particularly those with lower literacy.
• It needs to be easier to navigate through a more consistent approach to the mode, style and content across every part of the transport network.
• Forms and application processes need to be simplified (for example, applying for the Taxi Subsidy Scheme or requirements to renew a Disability Parking Permit).

Co-design should be considered during every initiative

• Human centred design must be condered from the start.
• All stakeholders need to be involved – customers, employees, technical experts, delivery partners.

Design for the broadest range of people from the beginning

• A single design barrier can stop everything. For example, it can make it too hard to start or complete a journey, leave someone in an unsafe situation when they can’t get to their destination, make it impossible to get a licence, or mean information is out of reach.
• Accessibility standards are considered a minimum requirement as the focus on access moves towards inclusion for all.
• Some modes of transport are consistently better than others because of their design.
• Investment in active travel infrastructure is greatly It increases alternate patterns of travel and contributes to better health, well-being, and community connection.

Customers and employees told us

• ‘Have people with disability been given the chance to test and report on accessibility features before implementation, and analyse what current systems are not meeting enough needs?’
• ‘Don’t just leave it up to individuals to ask for adjustments that make each building accessible’.
• ‘The CityCat fleet is a game changer! It’s my go-to public transport. The pontoons are accessible. There’s space for mobility scooters and walkers as well as prams and wheelchairs. The toilets are accessible with sliding doors. The new boats have wider walkways. The employees are so friendly and helpful and announce not just what the stop is but also what is in the area’.
• ‘It’s wonderful to have upgrades happening at stops and stations but during construction accessibility is badly affected. It’s important that good alternatives are available’.
• ‘There needs to be ramps and lifts at all stations – both, not either. It sucks to get stuck because of a broken lift’.
• ‘Have all announcements displayed visually, as well as over speaker’.

Our commitment: Commit to accessible and inclusive design

Accessible and inclusive design is both a mindset and a process and is considered in every transport project and process.

Go beyond compliance with minimum legislated requirements, consider the diverse lived experiences of customers, and create solutions to benefit everyone.

Leverage input from diverse perspectives to improve outcomes.

Our key actions

9. Embed universal design in TMR by developing and implementing a universal design policy framework to embed the mindset and action in all policies, projects and processes.
10. Improve confidence and capability to undertake co-design throughout TMR by:
    • Promoting the Accessible and Inclusive Design Guide and providing resources and training to staff and delivery partners on implementing these processes.
    • Funding an arrangement to ensure relevant lived expertise, technical capability and other key areas of knowledge and experience can be drawn on by TMR and delivery partners when designing and implementing transport and infrastructure.
11. Develop an Accessible and Inclusive Forms Guideline and roll out the implementation of universally accessible forms across TMR.
12. Commit to a program to remediate any parts of the website identified as non-compliant during the website audit and maintain required WCAG certification and compliance with the Queensland Government Digital Services Standard. Develop a compliance plan and assurance approach to ensure the accessibility of all TMR communication content and materials is maintained and updated.

Outcome

Universal design is the standard by which TMR employees and delivery partners work and is applied from the start of every new initiative. Customer information and communication is consistent, accessible, and available to all in a range of ways.