Department of Justice Canada Client Feedback Survey

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Introduction

The Department of Justice Canada supports the Minister of Justice and Attorney General of Canada as the chief law officer of the Crown both in terms of the ongoing operations of government, as well as the development of new policies, programs and services for Canadians. Specifically, the Department provides legal advice to the Government and all federal government departments and agencies, represents the Crown in civil litigation and before administrative tribunals, drafts legislation, and responds to the other legal needs of federal departments and agencies.

The Department provides an integrated suite of legal advisory, litigation and legislative services to the Minister of Justice and to all federal departments and agencies to support them in meeting the Government’s policy and programming priorities and to advance the overall objectives of the Government. Services are provided through:

  • a network of departmental legal services units co-located with client departments and agencies;
  • specialized legal expertise within national headquarters; and,
  • a network of regional offices and sub-offices providing legal advisory and litigation services to federal departments and agencies across the country.

The Department is committed to providing high quality legal services to support government. As one of a series of ongoing initiatives to support this commitment to service quality, the Department has implemented the legal services Client Feedback Survey as a standardized approach to obtaining client feedback on its legal services. The Survey seeks client input on the legal services provided by the Department against three key dimensions of service quality: accessibility/responsiveness, usefulness, and timeliness.

Justice conducts the Survey on a cyclical basis with federal departments and agencies being surveyed once every three years. Cycle I of the Survey initiative spanned from September 2006 to March 2009, and closed with the publication of the Cycle I departmental level report in August 2009. The current report presents the feedback results for Cycle II of the Client Feedback Survey, reflecting data collected between November 2009 and September 2011.

The survey findings presented throughout this report demonstrate that, by and large, the Department is meeting the needs and expectations of its clients. While there are some areas where the results fall just shy of the Department’s performance target, client feedback has been largely positive and is generally consistent with the ratings collected during Cycle I of the Survey initiative.

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