Department of Justice Canada Client Feedback Survey
Survey Results – Cycle III (2016-2019)

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Annex G – Client Feedback: Regulatory Drafting Services

Regulatory Drafting services is defined in the survey as support with the review and drafting of regulations, including the examination of regulatory proposals. Most service users reported being actively involved in only one regulatory drafting project within the 12 months prior to being surveyed; 45% reported being involved in two or more regulatory drafting projects. On average, 33% of regulatory drafting projects lasted zero to four months; 22% lasted four to eight months, 20% lasted eight to twelve months and 25% lasted greater than twelve months. For the majority of drafting projects, service users reported that policy development had been completed to a great extent (65%) prior to requesting regulatory drafting services (26% reported a moderate extent, 6% reported a lesser extent and 3% reported not at all).

The following table presents an overview of the Cycle III client feedback provided by the 540 service users who identified that they had received regulatory drafting services in the twelve months preceding the administration of the Survey. For most elements, Cycle III ratings were comparable to those of Cycle II. The majority of elements surveyed either met or exceeded the departmental target of 8.0; however, four were below this target.

Cycle III
(2006-2019)		 Cycle II
(2009-2012)		 Cycle I
(2006-2009)
Rating Rating Rating
Overall quality of Regulatory Drafting Services 8.4 (±0.1)
Strong		 8.5 (±0.1)
Strong		 7.8 (±0.3)
Moderate
Accessibility/Responsiveness Regularly provided ongoing feedback informing you of the status of your request(s) for services 7.7 (±0.2)
Moderate		 7.7 (±0.2)
Moderate		 7.1 (±0.4)
Opportunities for Improvement
Addressed your expectations for being kept informed of the status of your request(s) for services 7.9 (±0.2)
Moderate		 n/a n/a
Official Languages: Please rate your overall level of satisfaction with the accessibility of legal services in the official language of your choice 9.2 (±0.1)
Strong		 9.3 (±0.1)
Strong		 9.2 (±0.2)
Strong
Courteousness/Respectfulness: Please rate your overall level of satisfaction with the courteousness/ respectfulness of legal service providers 9.0 (±0.1)
Strong		 8.9 (±0.1)
Strong		 8.8 (±0.2)
Strong
Service Provider: Please rate your level of satisfaction with the ease with which the correct service provider to meet your needs was identified 8.7 (±0.1)
Strong		 8.5 (±0.1)
Strong		 n/a
Satisfaction with access mode: Email 8.6 (±0.1)
Strong		 8.6 (±0.1)
Strong		 n/a
Satisfaction with access mode: Telephone 8.5 (±0.1)
Strong		 8.6 (±0.1)
Strong		 n/a
Satisfaction with access mode: In person 8.8 (±0.1)
Strong		 8.7 (±0.1)
Strong		 n/a
Legal Risk Advised you of issues/developments which may impact your department/agency 8.4 (±0.1)
Strong		 8.3 (±0.1)
Positive		 8.0 (±0.3)
Positive
Worked with you to identify legal risks 8.3 (±0.1)
Positive		 8.2 (±0.1)
Positive		 7.9 (±0.3)
Moderate
Incorporated your instructions in the review and development of legal options to mitigate identified legal risksFootnote † of table 8.4 (±0.1)
Strong		 8.0 (±0.2)
Positive		 n/a
Timeliness Responded in a timely manner to requests for legal services 7.8 (±0.2)
Moderate		 8.0 (±0.1)
Positive		 7.5 (±0.3)
Moderate
Negotiated mutually acceptable deadlines 7.7 (±0.2)
Moderate		 7.8 (±0.1)
Moderate		 7.4 (±0.4)
Moderate
Met mutually acceptable deadlines 8.0 (±0.2)
Positive		 8.0 (±0.2)
Positive		 7.5 (±0.3)
Moderate
Usefulness Fully understood the nature of the problem/issue(s) for which you received assistance 8.4 (±0.1)
Strong		 8.3 (±0.1)
Positive		 7.9 (±0.3)
Moderate
Proposed appropriate solutions for legal and drafting issues raised 8.2 (±0.1)
Positive		 8.3 (±0.1)
Positive		 7.7 (±0.3)
Moderate
Developed regulatory drafting options appropriate to your policy and program objectives 8.2 (±0.2)
Positive		 8.3 (±0.1)
Positive		 7.8 (±0.3)
Moderate
Provided consistent legal advice 8.3 (±0.1)
Positive		 8.3 (±0.1)
Positive		 7.6 (±0.3)
Moderate