Department of Justice Canada Client Feedback Survey

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Section 2 - Performance Against Service Standards

Survey Response

Between November 2009 and September 2011, 26,012 potential respondents at the EX minus 2 level and above from across 40 client departments and agencies were invited to participate in the Department of Justice Canada Client Feedback Survey (Cycle II).Footnote 4 In total, 12,390 respondents completed the questionnaire, resulting in an overall response rate of 48%.Footnote 5 Of these respondents, 4,786 individuals reported having used Justice legal services in the twelve months preceding the administration of the Survey (39% usage rate).Footnote 6

The term “respondent” encompasses all participants who completed the Survey, while the term “service user” refers to those who indicated having used Justice legal services in the twelve months preceding the administration of the Survey. Of the 4,786 service users, 4,503 (94%) reported using legal advisory services, 841 (18%) reported using litigation services, 364 (8%) reported using legislative drafting services and 531 (11%) reported using regulatory drafting services (Exhibit 1).

Exhibit 1: Number of Service Users by Service TypeTable note *
All Service Users Legal Advisory Services Litigation Services Legislative Drafting Services Regulatory Drafting Services

4,786 (100%)

4,503 (94%)

841 (18%)

364 (8%)

531 (11%)

Table note *

Percentages do not add to 100% as service users could select more than one type of legal service.

Return to table note * referrer

Colour-Coding of Results

Strong
(mean ratings of 8.4 to 10)

Positive
(mean ratings of 7.9 to 8.3)

Moderate
(mean ratings of 7.3 to 7.8)

Opportunities for Improvement
(mean ratings of 6.5 to 7.2)

Attention Required
(mean ratings less than 6.5)

Understanding Performance Results

The Department has identified a performance target of 8.0 on a 10-point scale for each of the three overall dimensions of client satisfaction investigated and for the individual elementsFootnote 7 of each dimension on which client feedback is sought. The three overall dimensions are: 1) Accessibility/Responsiveness of Legal Services; 2) Usefulness of Legal Services; and, 3) Timeliness of Legal Services. Throughout the report, a colour-coding scheme for the presentation of results has been adopted (see tableau to the right). This provides a visual means of portraying the results.

Overall Performance Results

Common service organizations, as outlined in the TBS Common Services Policy, are accountable for providing quality services that meet the requirements and specifications of clients. As portrayed in Exhibit 2, client feedback on the overall quality of legal services provided was “strong”, surpassing the departmental target and demonstrating the Department’s commitment to delivering high quality legal services to its clients. Moreover, there has been a significant improvement in client satisfaction with the overall quality of legal services since Cycle I.

Exhibit 2: Overall QualityTable note **
  Cycle II (2012) Cycle I (2009)
Overall Quality of Legal Services provided Table note

8.4 (0.0)Table note ***

Strong

8.2 (0.0)

Positive

Table note **

Overall quality refers to a global assessment asked of service users and is an individual survey question.

Return to table note ** referrer

Table note ***

Margins of error are presented in brackets throughout this report. Please refer to Annex A for a discussion on margins of error.

Return to table note *** referrer

Exhibit 3 provides a comparison of the composite ratings for each of the overall dimensions of client satisfaction investigated.Footnote 8 The results are based on all service user feedback collected during Cycle II, as provided by the 4,786 responding service users, compared against the feedback collected during Cycle I, as provided by the 3,562 responding service users.Footnote 9

Exhibit 3: Overall Composite Ratings
  Cycle II (2012) Cycle I (2009)
Accessibility/Responsiveness of Legal Services

8.7 (0.0)

Strong

8.8 (0.0)

Strong

Usefulness of Legal Services

8.0 (0.0)

Positive

8.2 (0.0)

Positive

Timeliness of Legal Services

7.8 (±0.1)

Moderate

7.9 (±0.1)

Positive

As presented, the Cycle II results largely mirror the feedback collected in Cycle I and illustrate that the Department is generally in line with the 8.0 target for the overall dimensions of service quality on which feedback was sought.Footnote 10 Client feedback for Cycle II regarding the accessibility/responsiveness of legal services was “strong”, surpassing the departmental target with an overall rating of 8.7. The finding regarding the usefulness of legal services was “positive”, meeting the departmental target with an overall score of 8.0. However, the composite result for the timeliness of legal services has decreased slightly from “positive” to “moderate” since Cycle I, falling shy of the departmental target.

Performance Against Service Standards

As the government’s legal advisor, the Department strives to provide accessible, useful and timely legal services to help ensure clients have the legal support needed to make informed decisions. To facilitate the delivery of legal services of the highest calibre, the Department is guided by a core set of Service Standards, a key component of the performance arrangements between the Department and its clients. Exhibit 4 (below) presents an overview of the client feedback results for survey Cycles I and II exclusively against the Department’s published Service Standards.Footnote 11

Exhibit 4: Performance Against Service Standards

Accessibility/Responsiveness of Legal Services
  Cycle II (2012) Cycle I (2009)
Provide legal services in either official language in accordance with applicable policies on language of work.

9.3 (0.0)

Strong

9.4 (0.0)

Strong

Treat clients with courtesy and respect at all times.

9.1 (0.0)

Strong

9.2 (0.0)

Strong

Provide regular and informative progress reports or ongoing feedback in respect of client requests for service. Table note

7.3 (±0.1)

Moderate

7.5 (±0.1)

Moderate


Usefulness of Legal Services
  Cycle II (2012) Cycle I (2009)
Provide clear and practical guidance on resolving legal issues.

8.1 (±0.1)

Positive

8.1 (±0.1)

Positive

In the provision of legislative services, develop legislative and regulatory drafting options appropriate to clients’ policy and program objectives, and propose appropriate solutions for legal and drafting issues raised.

8.3 (±0.1)

Positive

8.1 (±0.1)

Positive

In the provision of legal advisory and litigation services, involve clients in the development of legal strategy and positions.

7.8 (±0.1)

Moderate

7.8 (±0.1)

Moderate

Identify means to prevent and resolve legal disputes at the earliest opportunity. Table note

7.9 (±0.1)

Positive

8.1 (±0.1)

Positive

Identify opportunities to implement policies and programs by administrative rather than legislative or regulatory means.

7.7 (±0.2)

Moderate

7.7 (±0.2)

Moderate


Timeliness of Legal Services
  Cycle II (2012) Cycle I (2009)
Respond in a timely manner to requests for legal services.

7.8 (±0.1)

Moderate

7.9 (±0.1)

Positive

Negotiate and meet mutually agreed upon deadlines.

7.9 (±0.1)

Positive

7.9 (±0.1)

Positive

Table note †

Denotes a statistically significant difference between Cycle II and Cycle I client feedback.

Return to table note referrer

Cycle II client feedback on performance against Service Standards ranged from “moderate” to “strong” and is largely consistent with the results collected in Cycle I. Since Cycle I, the results have decreased slightly for five of the ten Service Standards, four of the ten Service Standards have remained unchanged, and the result on the Service Standard specific to legislative and regulatory drafting services has increased. There are four specific Service Standards where the client feedback was found to be “moderate” – falling slightly below the established target:

  • provide regular and informative progress reports or ongoing feedback in respect of client requests for service;
  • in the provision of legal advisory and litigation services, involve clients in the development of legal strategy and positions;
  • identify opportunities to implement policies and programs by administrative rather than legislative or regulatory means; and,
  • respond in a timely manner to client requests for legal services.

The Cycle I and II results for legal advisory, litigation, legislative drafting and regulatory drafting services are presented in Annexes C through F.

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