Annex C – Historical Comparison of Results for Senior-Ranking Service Users
Annex C presents historical satisfaction ratings for senior-ranking service users at the EX-minus-1 level and above in the NCR, and the EX-minus-2 level and above in the regions, based on data collected through the traditional census approach. Cycle V results for these senior-ranking service users were comparable to the overall satisfaction ratings reported in Annex B. Of the 6,831 service users in Cycle V, 4,528 were senior-ranking service users, representing 66.2% of the total. This compares to 4,598 senior-ranking service users in Cycle IV.
All elements exceeded the departmental target of 8.0. For Legal Advisory Services, satisfaction ratings either remained the same or decreased slightly, with a statistically significant (†) decrease detected for five of the elements. For Litigation Services, satisfaction ratings were similar to the previous cycle for most elements; however, there was a statistically significant decrease for the element involved you in the development of legal strategy and positions. For Legislative Drafting Services, all satisfaction ratings were “strong – surpassed target”, with statistically significant increases detected for eight of the elements. For Regulatory Drafting Services, all ratings were “strong – surpassed target”. For elements that fall within the category of Overall Considerations, results continued to remain “strong – surpassed target”, with a statistically significant increase detected for four of the six elements.
| Cycle V (2023-25) |
Cycle IV (2020-22) |
Cycle III (2016-19) |
Cycle II (2009-12) |
Cycle I (2006-09) |
||
|---|---|---|---|---|---|---|
| Legal Advisory Services | ||||||
| Overall Quality of Legal Advisory Services | 8.6 (±0.0) (Strong) |
8.6 (±0.0) (Strong) |
8.5 (±0.0) (Strong) |
8.4 (±0.0) (Strong) |
8.2 (±0.0) (Positive) |
|
| Responsiveness | Provided timely status updates with respect to our services | 8.1 (±0.1) (Positive) |
8.1 (±0.1) (Positive) |
7.8 (±0.1) (Moderate) |
7.2 (±0.1) (Opportunities for Improvement) |
7.5 (±0.1) (Moderate) |
| Timeliness | Responded in a timely manner to requests for legal services | 8.2 (±0.1) (Positive) |
8.2 (±0.1) (Positive) |
8.1 (±0.1) (Positive) |
7.7 (±0.0) (Moderate) |
7.8 (±0.1) (Moderate) |
| Negotiated mutually acceptable deadlines † | 8.2 (±0.1) (Positive) |
8.5 (±0.1) (Strong) |
8.0 (±0.1) (Positive) |
7.7 (±0.1) (Moderate) |
7.9 (±0.1) (Moderate) |
|
| Met mutually acceptable deadlines † | 8.4 (±0.1) (Strong) |
8.6 (±0.1) (Strong) |
8.3 (±0.1) (Positive) |
7.9 (±0.1) (Moderate) |
8.0 (±0.1) (Positive) |
|
| Usefulness | Fully understood the nature of the problem/issue(s) for which you received assistance | 8.8 (±0.0) (Strong) |
8.8 (±0.0) (Strong) |
8.6 (±0.0) (Strong) |
8.3 (±0.0) (Positive) |
8.5 (±0.0) (Strong) |
| Provided consistent legal advice | 8.7 (±0.0) (Strong) |
8.7 (±0.0) (Strong) |
8.5 (±0.0) (Strong) |
8.2 (±0.0) (Positive) |
n/a | |
| Worked with you to identify, explain and mitigate legal risks † | 8.6 (±0.1) (Strong) |
8.8 (±0.0) (Strong) |
8.6 (±0.0) (Strong) |
8.3 (±0.0) (Positive) |
8.3 (±0.1) (Positive) |
|
| Provided clear and practical legal advice to support your mandate | 8.5 (±0.1) (Strong) |
8.5 (±0.0) (Strong) |
8.3 (±0.0) (Positive) |
8.1 (±0.0) (Positive) |
8.1 (±0.1) (Positive) |
|
| Involved you in the development of legal strategy and positions † | 8.3 (±0.1) (Positive) |
8.6 (±0.0) (Strong) |
8.3 (±0.1) (Positive) |
7.7 (±0.1) (Moderate) |
7.8 (±0.1) (Moderate) |
|
| Identified means to prevent or resolve legal disputes at the earliest opportunity † | 8.5 (±0.1) (Strong) |
8.7 (±0.0) (Strong) |
8.2 (±0.1) (Positive) |
7.9 (±0.1) (Moderate) |
8.1 (±0.1) (Positive) |
|
| Provided effective support for treaty negotiation (advice, drafting, conduct) | 9.3 (±0.3) (Strong) |
9.6 (±0.2) (Strong) |
n/a | n/a | n/a | |
| Litigation Services | ||||||
| Overall Quality of Litigation Services | 8.5 (±0.1) (Strong) |
8.5 (±0.1) (Strong) |
8.4 (±0.1) (Strong) |
8.3 (±0.1) (Positive) |
8.4 (±0.1) (Strong) |
|
| Responsiveness | Provided timely status updates with respect to our services | 8.2 (±0.1) (Positive) |
8.1 (±0.1) (Positive) |
8.0 (±0.1) (Positive) |
7.7 (±0.1) (Moderate) |
7.7 (±0.2) (Moderate) |
| Timeliness | Responded in a timely manner to requests for legal services | 8.4 (±0.1) (Strong) |
8.3 (±0.1) (Positive) |
8.3 (±0.1) (Positive) |
8.1 (±0.1) (Positive) |
8.4 (±0.1) (Strong) |
| Negotiated mutually acceptable deadlines | 8.4 (±0.1) (Strong) |
8.5 (±0.1) (Strong) |
8.2 (±0.1) (Positive) |
7.8 (±0.1) (Moderate) |
8.3 (±0.1) (Positive) |
|
| Met mutually acceptable deadlines | 8.6 (±0.1) (Strong) |
8.7 (±0.1) (Strong) |
8.4 (±0.1) (Strong) |
8.0 (±0.1) (Positive) |
8.3 (±0.1) (Positive) |
|
| Usefulness | Fully understood the nature of the problem/issue(s) for which you received assistance | 8.7 (±0.1) (Strong) |
8.7 (±0.1) (Strong) |
8.5 (±0.1) (Strong) |
8.3 (±0.1) (Positive) |
8.5 (±0.1) (Strong) |
| Provided consistent legal advice | 8.7 (±0.1) (Strong) |
8.7 (±0.1) (Strong) |
8.5 (±0.1) (Strong) |
8.3 (±0.1) (Positive) |
n/a | |
| Worked with you to identify, explain and mitigate legal risks | 8.6 (±0.1) (Strong) |
8.6 (±0.1) (Strong) |
8.4 (±0.1) (Strong) |
8.1 (±0.1) (Positive) |
8.2 (±0.1) (Positive) |
|
| Provided clear and practical legal advice to support your mandate | 8.5 (±0.1) (Strong) |
8.4 (±0.1) (Strong) |
8.3 (±0.1) (Positive) |
8.1 (±0.1) (Positive) |
8.3 (±0.1) (Positive) |
|
| Involved you in the development of legal strategy and positions † | 8.3 (±0.1) (Positive) |
8.5 (±0.1) (Strong) |
8.2 (±0.1) (Positive) |
7.9 (±0.1) (Moderate) |
8.0 (±0.1) (Positive) |
|
| Identified means to prevent or resolve legal disputes at the earliest opportunity | 8.4 (±0.1) (Strong) |
8.5 (±0.1) (Strong) |
8.1 (±0.1) (Positive) |
7.9 (±0.1) (Moderate) |
8.4 (±0.1) (Strong) |
|
| Informed you of the issues/developments which may impact your case | 8.7 (±0.1) (Strong) |
8.6 (±0.1) (Strong) |
8.4 (±0.1) (Strong) |
8.2 (±0.1) (Positive) |
8.4 (±0.1) (Strong) |
|
| Fully prepared you to give testimony in a proceeding | 8.7 (±0.2) (Strong) |
8.7 (±0.2) (Strong) |
8.7 (±0.2) (Strong) |
n/a | n/a | |
| Legislative Drafting Services | ||||||
| Overall Quality of Legislative Drafting Services † | 9.0 (±0.1) (Strong) |
8.6 (±0.2) (Strong) |
8.6 (±0.1) (Strong) |
8.5 (±0.1) (Strong) |
8.2 (±0.1) (Positive) |
|
| Responsiveness | Provided timely status updates with respect to our services † | 8.8 (±0.2) (Strong) |
8.4 (±0.2) (Strong) |
8.3 (±0.2) (Positive) |
7.6 (±0.2) (Moderate) |
7.7 (±0.1) (Moderate) |
| Timeliness | Responded in a timely manner to requests for legal services | 8.8 (±0.2) (Strong) |
8.5 (±0.2) (Strong) |
8.4 (±0.2) (Strong) |
8.2 (±0.2) (Positive) |
7.8 (±0.1) (Moderate) |
| Negotiated mutually acceptable deadlines † | 9.0 (±0.1) (Strong) |
8.5 (±0.2) (Strong) |
8.2 (±0.2) (Positive) |
8.0 (±0.2) (Positive) |
7.8 (±0.1) (Moderate) |
|
| Met mutually acceptable deadlines | 9.0 (±0.1) (Strong) |
8.8 (±0.2) (Strong) |
8.5 (±0.2) (Strong) |
8.1 (±0.2) (Positive) |
7.9 (±0.1) (Moderate) |
|
| Usefulness | Fully understood the nature of the problem/issue(s) for which you received assistance (as expressed in the drafting instructions and drafts of the bills) † | 9.0 (±0.1) (Strong) |
8.7 (±0.2) (Strong) |
8.5 (±0.2) (Strong) |
8.3 (±0.1) (Positive) |
8.3 (±0.1) (Positive) |
| Proposed appropriate solutions for issues raised during drafting † | 9.0 (±0.1) (Strong) |
8.6 (±0.2) (Strong) |
8.4 (±0.2) (Strong) |
8.2 (±0.2) (Positive) |
8.1 (±0.1) (Positive) |
|
| Provided consistent legal advice † | 8.9 (±0.1) (Strong) |
8.5 (±0.2) (Strong) |
8.5 (±0.2) (Strong) |
8.3 (±0.2) (Positive) |
8.0 (±0.1) (Positive) |
|
| Worked with you to identify, explain and mitigate legal risks † | 9.0 (±0.1) (Strong) |
8.7 (±0.2) (Strong) |
8.5 (±0.2) (Strong) |
8.1 (±0.1) (Positive) |
8.2 (±0.1) (Positive) |
|
| Prepared draft legislative texts to meet your policy and program objectives † | 9.2 (±0.1) (Strong) |
8.7 (±0.2) (Strong) |
8.4 (±0.2) (Strong) |
8.3 (±0.2) (Positive) |
8.2 (±0.1) (Positive) |
|
| Regulatory Drafting Services | ||||||
| Overall Quality of Regulatory Drafting Services | 8.8 (±0.1) (Strong) |
8.6 (±0.1) (Strong) |
8.4 (±0.1) (Strong) |
8.5 (±0.1) (Strong) |
7.8 (±0.3) (Moderate) |
|
| Responsiveness | Provided timely status updates with respect to our services | 8.5 (±0.1) (Strong) |
8.3 (±0.2) (Positive) |
7.7 (±0.2) (Moderate) |
7.7 (±0.2) (Moderate) |
7.1 (±0.4) (Opportunities for Improvement) |
| Timeliness | Responded in a timely manner to requests for legal services | 8.4 (±0.2) (Strong) |
8.3 (±0.1) (Positive) |
7.8 (±0.2) (Moderate) |
8.0 (±0.1) (Positive) |
7.5 (±0.3) (Moderate) |
| Negotiated mutually acceptable deadlines | 8.5 (±0.2) (Strong) |
8.5 (±0.2) (Strong) |
7.7 (±0.2) (Moderate) |
7.8 (±0.1) (Moderate) |
7.4 (±0.4) (Moderate) |
|
| Met mutually acceptable deadlines | 8.6 (±0.2) (Strong) |
8.6 (±0.1) (Strong) |
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 | 8.8 (±0.1) (Strong) |
8.7 (±0.1) (Strong) |
8.4 (±0.1) (Strong) |
8.3 (±0.1) (Positive) |
7.9 (±0.3) (Moderate) |
| Proposed appropriate solutions for issues raised during drafting (including optimal means to implement policies or programs, whether through legislative, regulatory or administrative tools, or a combination) | 8.8 (±0.1) (Strong) |
8.7 (±0.1) (Strong) |
8.2 (±0.1) (Positive) |
8.3 (±0.1) (Positive) |
7.7 (±0.3) (Moderate) |
|
| Provided consistent legal advice | 8.7 (±0.1) (Strong) |
8.7 (±0.1) (Strong) |
8.3 (±0.1) (Positive) |
8.3 (±0.1) (Positive) |
7.6 (±0.3) (Moderate) |
|
| Worked with you to identify, explain and mitigate legal risks | 8.8 (±0.1) (Strong) |
8.7 (±0.1) (Strong) |
8.3 (±0.1) (Positive) |
8.2 (±0.1) (Positive) |
7.9 (±0.3) (Moderate) |
|
| Prepared draft regulatory texts to meet your policy and program objectives | 8.9 (±0.1) (Strong) |
8.7 (±0.1) (Strong) |
8.2 (±0.2) (Positive) |
8.3 (±0.1) (Positive) |
7.8 (±0.3) (Moderate) |
|
| Overall Considerations | ||||||
| Courteousness/respectfulness of the legal service provider | 9.5 (±0.0) (Strong) |
9.5 (±0.0) (Strong) |
9.3 (±0.0) (Strong) |
9.1 (±0.0) (Strong) |
9.2 (±0.0) (Strong) |
|
| Legal services were provided in the official language of your choice, in accordance with applicable policies on language of work † | 9.6 (±0.0) (Strong) |
9.5 (±0.0) (Strong) |
9.4 (±0.0) (Strong) |
9.3 (±0.0) (Strong) |
9.4 (±0.0) (Strong) |
|
| Ease with which the correct service provider to meet your needs was identified † | 9.1 (±0.0) (Strong) |
9.0 (±0.0) (Strong) |
8.9 (±0.0) (Strong) |
8.6 (±0.0) (Strong) |
n/a | |
| Satisfaction with access mode: Email or messaging | 9.0 (±0.0) (Strong) |
9.0 (±0.0) (Strong) |
8.9 (±0.0) (Strong) |
8.7 (±0.0) (Strong) |
n/a | |
| Satisfaction with access mode: Telephone or video † | 9.2 (±0.0) (Strong) |
9.0 (±0.0) (Strong) |
8.9 (±0.0) (Strong) |
8.7 (±0.0) (Strong) |
n/a | |
| Satisfaction with access mode: In person † | 9.1 (±0.1) (Strong) |
8.9 (±0.1) (Strong) |
8.9 (±0.1) (Strong) |
8.7 (±0.0) (Strong) |
n/a | |
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