Department of Justice Canada Client Feedback Survey

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Client Feedback - Legal Advisory Services

The Department provides legal advisory services and prepares legal documents for all federal government departments and agencies on a broad range of issues. Providing accessible, useful and timely legal advisory services is important in ensuring that decision-makers are able to factor the legal implications into their chosen courses of action in delivering policies, programs and services to Canadians.

Exhibit 1 (below) presents an overview of the client feedback provided by 3,365 respondents who identified that they had received legal advisory services during the 12 months preceding the survey.

Legend

Strong
– surpassed targets (mean ratings of 8.4 to 10)

Positive
– met targets (mean ratings of 7.9 to 8.3)

Moderate
– slightly below targets (mean ratings of 7.3 to 7.8)

Opportunities for Improvement
– targets not met (mean ratings of 6.5 to 7.2)

Attention Required
– significantly below targets (mean ratings less than 6.5)

Exhibit 1: Client Feedback on Legal Advisory Services

Overall quality of legal advisory services

8.2 (±0.1)
Positive – met targets

Accessibility / Responsiveness of Services
Provided services in the clients’ official language of choice 9.5 (±0.1)

Strong – surpassed targets

Provided services in a courteous and respectful manner 9.2 (±0.1)

Strong – surpassed targets

Fully understood the nature of the problem or issue for which the client sought and received assistance 8.5 (±0.1)

Strong – surpassed targets

Provided clients with regular and informative progress reports or ongoing feedback 7.5 (±0.1)

Moderate – slightly below targets


Usefulness of Services
Advised clients of issues or developments which may impact their department or agency 8.4 (±0.1)

Strong – surpassed targets

Identified opportunities to use dispute resolution practices, where appropriate 8.0 (±0.1)

Positive – met targets

Identified opportunities for early settlement of cases, where appropriate 8.1 (±0.1)

Positive – met targets

Provided clear and practical guidance on resolving the issue(s) for which assistance was sought 8.1 (±0.1)

Positive – met targets

Involved clients in the development of legal strategy and positions 7.8 (±0.1)

Moderate – slightly below targets

Developed legal strategies appropriate to clients’ policy and/or program objectives 8.1 (±0.1)

Positive – met targets

Effectively worked with clients to identify legal risks 8.3 (±0.1)

Positive – met targets

Effectively worked with clients to manage legal risks 8.1 (±0.1)

Positive – met targets

Effectively resolved the issue or problem for which assistance was sought and received 8.1 (±0.1)

Positive – met targets


Timeliness of Services
Responded in a timely manner to requests for legal services

7.8 (±0.1)

Moderate – slightly below targets

Negotiated mutually agreed-upon deadlines

7.9 (±0.1)

Positive – met targets

Met mutually agreed-upon deadlines

8.0 (±0.1)

Positive – met targets

The client feedback illustrates that clients are satisfied with the overall quality of legal advisory services and that the Department is generally meeting or surpassing the 8.0 targets set at the outset of this project for the elements of service quality for which feedback was sought.

There are three specific elements where the client feedback is moderate – falling slightly below the established targets. Specifically, these include:

  • providing clients with regular and informative progress reports or ongoing feedback on the status of their files;
  • involving clients in the development of legal strategy and positions; and,
  • responding in a timely manner to requests for legal services.

Client Feedback - Litigation Services (Non-Criminal)

The Department represents the Crown in civil litigation and before administrative tribunals. These activities directly and indirectly support the federal government by defending the Crown’s ability to continue to provide programs, services and benefits to Canadians in the face of court challenges. Exhibit 2 (below) presents an overview of the client feedback provided by 695 respondents who identified that they had received litigation services during the 12 months preceding the survey.


Exhibit 2: Client Feedback on Litigation (non-criminal) Services

Overall quality of litigation services


8.4 (±0.1)
Strong – surpassed targets


Accessibility / Responsiveness of Services
Provided services in the clients’ official language of choice 9.4 (±0.1)

Strong – surpassed targets

Provided services in a courteous and respectful manner 9.2 (±0.1)

Strong – surpassed targets

Fully understood the nature of the problem or issue for which the client sought and received assistance 8.5 (±0.1)

Strong – surpassed targets

Provided clients with regular and informative progress reports or ongoing feedback 7.7 (±0.2)

Moderate – slightly below targets


Usefulness of Services
Advised clients of issues or developments which may impact their department or agency 8.4 (±0.1)

Strong – surpassed targets

Identified opportunities to use dispute resolution practices, where appropriate 8.3 (±0.2)

Positive – met targets

Identified opportunities for early settlement of cases, where appropriate 8.4 (±0.2)

Strong – surpassed targets

Provided clear and practical guidance on resolving the issue(s) for which assistance was sought 8.3 (±0.1)

Positive – met targets

Involved clients in the development of legal strategy and positions 8.0 (±0.2)

Positive – met targets

Developed legal strategies appropriate to clients’ policy and/or program objectives 8.2 (±0.1)

Positive – met targets

Effectively worked with clients to manage legal risks 8.2 (±0.1)

Positive – met targets

Effectively worked with clients to manage legal risks 8.1 (±0.2)

Positive – met targets

Effectively resolved the issue or problem for which assistance was sought and received 8.3 (±0.1)

Positive – met targets


Timeliness of Services
Responded in a timely manner to requests for legal services 8.4 (±0.1)

Strong – surpassed targets

Negotiated mutually agreed-upon deadlines 8.3 (±0.1)

Positive – met targets

Met mutually agreed-upon deadlines 8.3 (±0.2)

Positive – met targets

The client feedback illustrates that clients are satisfied with the overall quality of litigation services and that the Department is generally meeting or surpassing the 8.0 targets set at the outset of this project for each of the elements of service quality for which feedback was sought. For one specific element, the client feedback was slightly below the established targets – providing clients with regular and informative progress reports or ongoing feedback on the status of their files.

Client Feedback - Legislative and Regulatory Drafting Services

Legislative and regulatory drafting services are essential to a core function of the Government, the making and promulgation of laws. All Government legislation tabled in Parliament is drafted by the Department of Justice. This includes both the drafting of the Bills tabled in Parliament as well as drafting of motions to amend Government legislation as a result of Parliamentary deliberations. The Department also drafts all Regulations for the Government.

Bills and regulations are drafted to respect the Constitution, be understandable, operate coherently and effectively with other related laws, to meet the linguistic and legal requirements for laws that speak to both official languages communities, and operate effectively in both common law and civil law jurisdictions.


Exhibit 3: Client Feedback on Legislative and Regulatory Drafting Services

Overall quality of drafting services


8.2 (±0.1)
Positive – met targets


Accessibility / Responsiveness of Services
Provided services in the clients’ official language of choice 9.4 (±0.1)

Strong – surpassed targets

Provided services in a courteous and respectful manner 9.1 (±0.1)

Strong – surpassed targets

Fully understood the nature of the problem or issue for which the client sought and received assistance 8.2 (±0.1)

Positive – met targets

Provided clients with regular and informative progress reports or ongoing feedback 7.6 (±0.2)

Moderate – slightly below targets


Usefulness of Services
Advised clients of issues or developments which may impact their department or agency 8.2 (±0.1)

Positive – met targets

Proposed appropriate solutions for legal and drafting issues raised 8.1 (±0.1)

Positive – met targets

Provided clear and practical guidance on resolving the issue(s) for which assistance was sought 7.9 (±0.1)

Positive – met targets

Assisted clients in developing policy 7.7 (±0.2)

Moderate – slightly below targets

Developed drafting options appropriate to clients’ policy and/or program objectives 8.1 (±0.1)

Positive – met targets

Effectively worked with clients to manage legal risks 8.2 (±0.1)

Positive – met targets

Effectively worked with clients to manage legal risks 8.1 (±0.1)

Positive – met targets

Identified appropriate opportunities to implement policies or programs by
administrative rather than legislative means (“instrument of choice”)
7.7 (±0.2)

Moderate – slightly below targets


Timeliness of Services
Responded in a timely manner to requests for legal services 7.8 (±0.2)

Moderate – slightly below targets

Negotiated mutually agreed-upon deadlines 7.7 (±0.2)

Moderate – slightly below targets

Met mutually agreed-upon deadlines 7.8 (±0.2)

Moderate – slightly below targets

Exhibit 3 (above) presents an overview of the client feedback provided by 752 respondents who identified that they had received legislative and / or regulatory drafting services during the 12 months preceding the survey.

The client feedback illustrates that clients are satisfied with the overall quality of legislative and regulatory drafting services and that the Departmental services are generally in line with the 8.0 targets set at the outset of this project of the elements of service quality for which feedback was sought.

There are six specific elements where the client feedback is moderate – falling slightly below the established targets. Specifically, these include:

  • providing clients with regular and informative progress reports or ongoing feedback on the status of their files;
  • assisting clients in developing policy;
  • identifying appropriate opportunities to implement policies or programs by administrative rather than legislative means (“instrument of choice”);
  • responding in a timely manner to requests for legal services;
  • negotiating mutually agreed upon deadlines; and
  • meeting mutually agreed upon deadlines.
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