Department of Justice Canada Client Feedback Survey

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Section 3 - Other Findings of Interest

Knowledge of Service Standards

The TBS Policy Framework for Service Improvement in the Government of Canada notes that the identification and communication of Service Standards is an important element in an overall service quality strategy. In 2008-09, the Department developed a set of common Service Standards that have been rolled out across the country and incorporated into Memoranda of Understanding between the Department of Justice Canada and client departments and agencies for the provision of legal services.

To gain a sense of the degree to which users of legal services are familiar with the Department’s mutually agreed upon Service Standards, service users were asked to rate their knowledge of the Service Standards for the delivery of legal services to their department/agency.

Of the 4,786 service users who responded, 32% rated their knowledge as “good” or “very good”, while nearly 50% of users rated their knowledge of Service Standards as “fair” or “poor” (Exhibit 5). The remaining 20% of service users were “unable to assess” or did not rate their knowledge of Service Standards.

Exhibit 5: Knowledge of Service Standards
Very Good Good Fair Poor Unable to Assess
/ Not Stated

515 (11%)

1,010 (21%)

1,108 (23%)

1,219 (25%)

934 (20%)

Of particular interest, service users who indicated that they had a “good” to “very good” knowledge of Service Standards were, in general, more satisfied with the legal services provided by the Department. Likewise, those who rated their knowledge as “fair” were, on the whole, more satisfied with the legal services provided than service users who rated their knowledge as “poor”. These findings support the need for continued efforts focussed on the communication of Service Standards to clients across government.

Understanding of 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, as well as 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. A good client understanding of key legal risks helps 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.

To gain a better sense of the context within which legal risk management is occurring across government, the Survey asked service users to self-assess their level of understanding of the key legal risks facing their department/agency.

Of the 4,786 service users who responded, 62% of service users self-assessed their levels of understanding of the key legal risks as “good” or “very good”. Twenty-seven percent self-assessed their understanding of those risks as “fair” or “poor”, and the remaining 11% indicated that they were “unable to assess” or did not state their level of understanding (Exhibit 6).

Exhibit 6: Understanding of Legal Risks
Very Good Good Fair Poor Unable to Assess
/ Not Stated

1,000 (21%)

1,951 (41%)

1,021 (21%)

272 (6%)

542 (11%)

Service users who self-assessed as having a “good” to “very good” understanding of the key legal risks facing their department/agency were, in general, more satisfied with the legal services provided by the Department. Similarly, those who rated their understanding as “fair” were, overall, more satisfied with the legal services provided than service users who rated their understanding as “poor”. The Department places a priority on working in close partnership with clients to ensure an understanding of their legal risks.

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