Department of Justice Canada Client Feedback Survey
Other Findings of Interest
Awareness of Service Standards
The draft Treasury Board Secretariat (TBS) Policy Framework for Service notes that the identification and communication of service standards is an important element in an overall service quality strategy. As part of the Department of Justice Client Feedback Survey, respondents were asked whether to their knowledge the Department of Justice had mutually agreed upon service standards for the delivery of legal services to their department.
Approximately 39 per cent of respondents who had used legal services in the preceding 12 months identified that they were aware of service standards, while about one in ten respondents indicated there were no service standards in place. Just over one half of the respondents indicated that they did not know if there were service standards.4
When this survey was first launched in 2006, there were locally driven service standards with some departments and in some regional offices across the country. However, the Department did not have a set of consistent service standards for the delivery of legal services that were applicable to all government departments and agencies.
In 2008-09, the Department developed a set of common service standards that has been rolled out across the country and is being incorporated into Memoranda of Understanding between the Department of Justice and client departments for the provision of legal services.
Understanding of Key Legal Risks
Legal risk management is an important element of managing ongoing operations and the development of new policy, program and service delivery initiatives across government. Responsibility for legal risk management is shared between the Department of Justice and its client departments and agencies. The Department plays an important role in developing tools, demonstrating leadership and providing client departments with advice and assistance in identifying and mitigating key legal risks. Client departments are responsible for the day-to-day management of their legal risks as part of an integrated risk management framework.
To gain a better sense of the context within which legal risk management is occurring across government, the survey asked respondents to self-assess their levels of understanding of the key legal risks facing their departments.
Approximately two thirds of the respondents (65%) self-assessed their levels of understanding of the key legal risks as “good” or “very good”. A further 23 per cent of respondents self-assessed their levels of understanding as “fair”. The remaining 12 per cent of respondents indicated that they were unable to assess their levels of understanding or self-assessed their levels of understanding as “poor”.
The Department should continue to assist client departments in raising levels of awareness across government on some of the key legal risks that they are facing. A good client understanding of key legal risks will ensure that decision-makers are able to factor the legal implications into their chosen courses of action in delivering policies, programs and services to Canadians.
The findings from this the first full cycle of the client feedback survey have permitted the Department to establish baseline measures of client satisfaction with the integrated suite of legal services provided across government. These baseline measures demonstrate that the Department is meeting client expectations and needs.
In general, the client feedback shows that the Department is meeting or surpassing the performance target established prior to the launch of the project. There were no areas where client feedback demonstrates the need for concerted management attention.
Nevertheless, there are some areas where performance falls slightly below the targets. The survey findings demonstrate the Department’s commitment to providing high quality legal services to support government. A second cycle of surveys will be implemented beginning in October 2009. This second cycle will provide the Department and our clients with a means for tracking any changes over time.
|Portfolio / Department / Agency||Population||Response Rate5||Users of Services6||Period7||Target Population|
1. Aboriginal Affairs Portfolio
|1,458||349 (24%)||244 (70%)||Sept 2006||EX minus two and above levels|
|Indian and Northern Affairs Canada||1,458||349 (24%)||244 (70%)|
2. Business and Regulatory Law Portfolio
|10,611||3,157 (30%)||1,930 (61%)||Feb. 2007||EX minus one
and above levels
|Agriculture and Agri-Food Canada||1,030||307 (30%)||125 (41%)|
|Atlantic Canada Opportunities Agency||129||37 (29%)||23 (62%)|
|Canadian Food Inspection Agency||355||88 (25%)||78 (89%)|
|Canadian Heritage||360||171 (48%)||111 (65%)|
|Canadian International Development Agency||316||98 (31%)||59 (60%)|
|Canadian Nuclear Safety Commission||109||53 (49%)||41 (77%)|
|Canadian Space Agency||166||73 (44%)||51 (70%)|
|Quebec Region Economic Development Agency||93||25 (27%)||21 (84%)|
|Environment Canada||961||237 (25%)||166 (70%)|
|Department of Fisheries and Oceans||909||220 (24%)||143 (65%)|
|Foreign Affairs and International Trade||820||109 (13%)||70 (64%)|
|Health Canada||1,100||324 (29%)||194 (60%)|
|Industry Canada||1,017||373 (37%)||255 (68%)|
|Natural Resources Canada||1,034||286 (28%)||127 (44%)|
|Parks Canada||183||73 (40%)||47 (64%)|
|Public Works and Government Services Canada||751||165 (22%)||92 (56%)|
|Human Resources Development Canada||525||253 (48%)||159 (63%)|
|Transport Canada||611||213 (35%)||132 (62%)|
|Veterans Affairs||142||52 (37%)||36 (69%)|
3. Public Safety, Defence and Immigration Portfolio
|4,745||1,689 (36%)||697 (41%)||Feb 2007 to
|EX minus one
and above levels
|Citizenship and Immigration||400||125 (31%)||89 (71%)||June 2007|
|Canada Border Services Agency||402||105 (26%)||66 (63%)||June 2007|
|Correctional Service of Canada||338||145 (43%)||84 (58%)||June 2007|
|National Parole Board||59||31 (53%)||19 (61%)||June 2007|
|Public Safety Canada||142||51 (36%)||27 (53%)||June 2007|
|Department of National Defence||2,169||894 (41%)||210 (23%)||Sept 2008|
|RCMP||1,100||272 (25%)||149 (55%)||Mar 2009|
|Communications Security Establishment||135||66 (49%)||53 (80%)||Feb 2007|
4. Tax Law Services Portfolio
|484||336 (69%)||201 (60%)||Feb 2008||EC-01 to EC-06|
|Canadian Revenue Agency||484||336 (69%)||201 (60%)|
5. Central Agencies Portfolio
|2,164||951 (44%)||490 (52%)||Sept. 2008 to
|EX minus two
and above levels
|Finance – General Law Services||296||124 (42%)||68 (55%)||Sept 2008|
|Finance – Tax Counsel Division||87||38 (44%)||27 (71%)||Sept 2008|
|Financial Consumer Agency of Canada||21||9 (43%)||5 (56%)||Sept 2008|
|Financial Transactions and Reports
Analysis Centre of
|230||72 (31%)||31 (43%)||Sept 2008|
|Office of the Superintendent of Financial
|315||139 (44%)||56 (40%)||Sept 2008|
|Treasury Board Portfolio (TBS, CSPS)||929||408 (44%)||225 (55%)||Sept 2008|
|Public Service Commission||286||161 (56%)||78 (48%)||Jan 2009|
|Total||19,462||6,482 (33%)||3,562 (55%)|
|ADM or DM||100||3%|
|Director or DG||1,487||42%|
|National Capital Region||2,686||75%|
|Legislative and/or Regulatory Drafting||752||21%|
* Respondents could select more than one type of legal service
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