Annex D – Results by Importance of Service Standards
As observed in the table below, service users rated all of the Service Standards elements, for each legal service type, as being of high importance. In addition, all corresponding satisfaction ratings exceeded the departmental target. The scale of importance is comparable to that of satisfaction, where “high” equals “strong”.
The disparity between importance and satisfaction ratings can help to identify potential opportunities for improvement. A disparity of magnitude 1.0 or greater was found for two elements of Legal Advisory Services, three elements of Litigation Services and one element of Regulatory Drafting Services. Legislative Drafting Services did not feature any elements with a disparity of 1.0 or greater. The element with the largest disparity between satisfaction and importance ratings for all four service types was responded in a timely manner to requests for legal services.
| Satisfaction Rating |
Importance Rating |
DisparityFootnote 22 | |
|---|---|---|---|
| Legal Advisory Services | |||
| Regularly provided ongoing feedback informing you of the status of your request(s) for services | 8.1 (±0.1) (Positive) |
9.2 (±0.0) | 1.1 |
| Responded in a timely manner to requests for legal services | 8.2 (±0.1) (Positive) |
9.4 (±0.0) | 1.2 |
| Negotiated mutually acceptable deadlines | 8.5 (±0.1) (Strong) |
9.3 (±0.0) | 0.8 |
| Met mutually acceptable deadlines | 8.6 (±0.1) (Strong) |
9.4 (±0.0) | 0.8 |
| Involved you in the development of legal strategy and positions | 8.6 (±0.1) (Strong) |
9.2 (±0.0) | 0.6 |
| Identified means to prevent or resolve legal disputes at the earliest opportunity | 8.7 (±0.1) (Strong) |
9.3 (±0.0) | 0.6 |
| Provided clear and practical guidance on resolving the legal issue(s) | 8.5 (±0.1) (Strong) |
9.4 (±0.0) | 0.9 |
| Identified opportunities to implement policies or programs by administrative rather than legislative or regulatory means | 8.9 (±0.1) (Strong) |
9.2 (±0.0) | 0.3 |
| Litigation Services | |||
| Regularly provided ongoing feedback informing you of the status of your request(s) for services | 8.1 (±0.1) (Positive) |
9.2 (±0.0) | 1.1 |
| Responded in a timely manner to requests for legal services | 8.3 (±0.1) (Positive) |
9.4 (±0.0) | 1.1 |
| Negotiated mutually agreed-upon deadline(s) | 8.5 (±0.1) (Strong) |
9.2 (±0.1) | 0.7 |
| Met mutually agreed-upon deadline(s) | 8.7 (±0.1) (Strong) |
9.4 (±0.0) | 0.7 |
| Involved you in the development of legal strategy and positions | 8.5 (±0.1) (Strong) |
9.3 (±0.1) | 0.8 |
| Identified means to prevent or resolve legal disputes at the earliest opportunity | 8.5 (±0.1) (Strong) |
9.2 (±0.1) | 0.7 |
| Provided clear and practical guidance on resolving the legal issue(s) | 8.4 (±0.1) (Strong) |
9.4 (±0.0) | 1.0 |
| Identified opportunities to implement policies or programs by administrative rather than legislative or regulatory means | 8.8 (±0.1) (Strong) |
9.1 (±0.1) | 0.3 |
| Legislative Drafting Services | |||
| Regularly provided ongoing feedback informing you of the status of your request(s) for services | 8.4 (±0.2) (Strong) |
8.9 (±0.2) | 0.5 |
| Responded in a timely manner to requests for legal services | 8.5 (±0.2) (Strong) |
9.2 (±0.1) | 0.7 |
| Negotiated mutually acceptable deadline(s) | 8.5 (±0.3) (Strong) |
9.2 (±0.1) | 0.7 |
| Met mutually acceptable deadline(s) | 8.8 (±0.2) (Strong) |
9.3 (±0.1) | 0.5 |
| Proposed appropriate solutions for legal and drafting issues raised | 8.6 (±0.2) (Strong) |
9.3 (±0.1) | 0.7 |
| Developed legislative drafting options appropriate to your policy and program objectives | 8.7 (±0.2) (Strong) |
9.3 (±0.1) | 0.6 |
| Regulatory Drafting Services | |||
| Regularly provided ongoing feedback informing you of the status of your request(s) for services | 8.3 (±0.2) (Positive) |
9.2 (±0.1) | 0.9 |
| Responded in a timely manner to requests for legal services | 8.3 (±0.2) (Positive) |
9.3 (±0.1) | 1.0 |
| Negotiated mutually acceptable deadline(s) | 8.5 (±0.2) (Strong) |
9.3 (±0.1) | 0.8 |
| Met mutually acceptable deadline(s) | 8.6 (±0.2) (Strong) |
9.3 (±0.1) | 0.7 |
| Proposed appropriate solutions for legal and drafting issues raised | 8.7 (±0.1) (Strong) |
9.4 (±0.1) | 0.7 |
| Developed regulatory drafting options appropriate to your policy and program objectives | 8.7 (±0.1) (Strong) |
9.4 (±0.1) | 0.7 |
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