Annex B – Overall Results
Client satisfaction, assessed collectively for the 6,831 total service users captured, exceeded the departmental target of 8.0 across all elements. The majority of elements featured “strong – surpassed target” ratings, including all elements of legislative drafting services and overall considerations. These findings suggest that clients are largely satisfied with the services they have received.
| Cycle V (2023-25) | n | ||
|---|---|---|---|
| Legal Advisory Services | |||
| Overall Quality of Legal Advisory Services | 8.6 (±0.0) (Strong) |
5,939 | |
| Responsiveness | Provided timely status updates with respect to our services | 8.1 (±0.1) (Positive) |
5,355 |
| Timeliness | Responded in a timely manner to requests for legal services | 8.2 (±0.0) (Positive) |
5,860 |
| Negotiated mutually acceptable deadlines | 8.3 (±0.1) (Positive) |
4,401 | |
| Met mutually acceptable deadlines | 8.4 (±0.1) (Strong) |
4,857 | |
| Usefulness | Fully understood the nature of the problem/issue(s) for which you received assistance | 8.8 (±0.0) (Strong) |
5,912 |
| Provided consistent legal advice | 8.7 (±0.0) (Strong) |
5,794 | |
| Provided legal advice that reflects a whole-of-government approach (i.e., considered issues and priorities across government departments/agencies) | 8.7 (±0.0) (Strong) |
4,896 | |
| Worked with you to identify, explain and mitigate legal risks | 8.7 (±0.0) (Strong) |
5,600 | |
| Provided clear and practical legal advice to support your mandate | 8.6 (±0.0) (Strong) |
5,793 | |
| Involved you in the development of legal strategy and positions | 8.3 (±0.1) (Positive) |
4,014 | |
| Identified means to prevent or resolve legal disputes at the earliest opportunity | 8.5 (±0.1) (Strong) |
3,900 | |
| Provided effective support for treaty negotiation (advice, drafting, conduct) | 9.1 (±0.4) (Strong) |
31 | |
| Litigation Services | |||
| Overall Quality of Litigation Services | 8.5 (±0.1) (Strong) |
2,091 | |
| Responsiveness | Provided timely status updates with respect to our services | 8.2 (±0.1) (Positive) |
1,965 |
| Timeliness | Responded in a timely manner to requests for legal services | 8.4 (±0.1) (Strong) |
1,904 |
| Negotiated mutually acceptable deadlines | 8.4 (±0.1) (Strong) |
1,658 | |
| Met mutually acceptable deadlines | 8.6 (±0.1) (Strong) |
1,734 | |
| Usefulness | Fully understood the nature of the problem/issue(s) for which you received assistance | 8.7 (±0.1) (Strong) |
2,056 |
| Provided consistent legal advice | 8.7 (±0.1) (Strong) |
2,020 | |
| Provided legal advice that reflects a whole-of-government approach (i.e., considered issues and priorities across government departments/agencies) | 8.6 (±0.1) (Strong) |
1,665 | |
| Worked with you to identify, explain and mitigate legal risks | 8.6 (±0.1) (Strong) |
1,939 | |
| Provided clear and practical legal advice to support your mandate | 8.5 (±0.1) (Strong) |
1,955 | |
| Involved you in the development of legal strategy and positions | 8.3 (±0.1) (Positive) |
1,756 | |
| Identified means to prevent or resolve legal disputes at the earliest opportunity | 8.4 (±0.1) (Strong) |
1,611 | |
| Informed you of the issues/developments which may impact your case | 8.7 (±0.1) (Strong) |
2,029 | |
| Fully prepared you to give testimony in a proceeding | 8.9 (±0.1) (Strong) |
356 | |
| Legislative Drafting Services | |||
| Overall Quality of Legislative Drafting Services | 8.9 (±0.1) (Strong) |
336 | |
| Responsiveness | Provided timely status updates with respect to our services | 8.7 (±0.1) (Strong) |
318 |
| Timeliness | Responded in a timely manner to requests for legal services | 8.7 (±0.2) (Strong) |
319 |
| Negotiated mutually acceptable deadlines | 8.9 (±0.2) (Strong) |
282 | |
| Met mutually acceptable deadlines | 9.0 (±0.1) (Strong) |
313 | |
| 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) | 8.9 (±0.1) (Strong) |
322 |
| Proposed appropriate solutions for issues raised during drafting | 9.0 (±0.1) (Strong) |
315 | |
| Provided consistent legal advice | 8.9 (±0.1) (Strong) |
326 | |
| Provided legal advice that reflects a whole-of-government approach (i.e., considered issues and priorities across government departments/agencies) | 8.9 (±0.1) (Strong) |
293 | |
| Worked with you to identify, explain and mitigate legal risks | 8.9 (±0.1) (Strong) |
315 | |
| Provided clear and practical legal advice to support your mandate | 8.8 (±0.1) (Strong) |
325 | |
| Prepared draft legislative texts to meet your policy and program objectives | 9.1 (±0.1) (Strong) |
303 | |
| Regulatory Drafting Services | |||
| Overall Quality of Regulatory Drafting Services | 8.7 (±0.1) | 737 | |
| Responsiveness | Provided timely status updates with respect to our services | 8.4 (±0.1) (Strong) |
677 |
| Timeliness | Responded in a timely manner to requests for legal services | 8.3 (±0.1) (Positive) |
703 |
| Negotiated mutually acceptable deadlines | 8.5 (±0.1) (Strong) |
602 | |
| Met mutually acceptable deadlines | 8.6 (±0.1) (Strong) |
643 | |
| Usefulness | Fully understood the nature of the problem/issue(s) for which you received assistance | 8.8 (±0.1) (Strong) |
713 |
| 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) |
701 | |
| Provided consistent legal advice | 8.8 (±0.1) (Strong) |
705 | |
| Provided legal advice that reflects a whole-of-government approach (i.e., considered issues and priorities across government departments/agencies) | 8.8 (±0.1) (Strong) |
598 | |
| Worked with you to identify, explain and mitigate legal risks | 8.8 (±0.1) (Strong) |
668 | |
| Provided clear and practical legal advice to support your mandate | 8.7 (±0.1) (Strong) |
695 | |
| Prepared draft regulatory texts to meet your policy and program objectives | 9.0 (±0.1) (Strong) |
617 | |
| Overall Considerations | |||
| Courteousness/respectfulness of the legal service provider | 9.5 (±0.0) (Strong) |
6,751 | |
| 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) |
6,520 | |
| Ease with which the correct service provider to meet your needs was identified | 9.1 (±0.0) (Strong) |
6,151 | |
| Satisfaction with access mode: Email or messaging | 9.1 (±0.0) (Strong) |
6,662 | |
| Satisfaction with access mode: Telephone or video | 9.2 (±0.0) (Strong) |
5,658 | |
| Satisfaction with access mode: In person | 9.1 (±0.1) (Strong) |
1,941 | |
| Information/training received | 8.8 (±0.1) (Strong) |
866 | |
| Integration of GBA Plus and EDI considerations, as applicable, into the legal services you received | 9.0 (±0.1) (Strong) |
1,043 | |
| Accessibility of legal services provided | 9.2 (±0.1) (Strong) |
366 | |
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