Go to content

Annual Report 2010 - 2011

Measuring performance

Performance indicators and service delivery targets help us meet our objectives and achieve results for the community.

Legal Aid NSW maintained a sound performance effort in 2010-2011. We provided more information services, advice and minor assistance, and our community legal education sessions increased by 50.7%. Satisfactory results continued to be achieved in an overwhelming majority of inhouse file reviews. The biennial client satisfaction survey showed an 89.5% satisfaction rating.

Key Performance Indicators
Performance Area Result 08–09 Result 09–10 Result 10–11
Community awareness of legal rights and responsibilities
Client satisfaction rating

86.5%*

N/A (survey not conducted during 2009-10)

89.5%

Average waiting time for advice appointments 0.93 weeks 1.12 weeks 0.94 weeks
Number of information services provided 410,053 497,872 514,060
Rate per 100,000 of NSW population accessing information services 5,810 6,991 7,138
Number of advice and minor assistance services provided   88,763 93,666 97,315
Rate per 100,000 of NSW population accessing advice and minor assistance services 1,258 1,315 1,351
Number of publications distributed 548,203 634,496 647,800
Rate per 100,000 of people accessing publications 7,767 8,910 8,995
Accessibility of legal aid
Means test income limit as a % of national minimum weekly wage 58.5% 58.5% 55.8%
Percentage of Local Court sittings serviced by duty lawyer schemes 100% 100% 100%
Representation service standards
Percentage of satisfactory comprehensive inhouse file reviews 96.4% 97.4% 97.8%
Number of Legal Aid NSW lawyers with specialist accreditation 66 65 68
Number of Legal Aid NSW lawyer attendances at training sessions 1,813 2,648 2,034
Number of private lawyer attendances at Legal Aid NSW training sessions 1,316 1,560 796

*Survey based on civil law clients only

Service delivery targets

An overview of service delivery targets and results relating to delivery of Legal Aid NSW services.

Measure (total number) 2009-2010 performance 2010–2011 target 2010–2011 performance 2011–2012 target
Legal advice services 84,884 90,000 85,239 90,000
Information services 497,872 530,000 514,060 530,000
In-house and assigned duty services 168,382 170,000 168,007 170,000
Conferences - family dispute resolution 2,574 2,600 2,486 2,600
Community legal education sessions 1,425 1,500 2,148 2,150
Outreach advice services 10,375 11,000 10,092 11,000
Locations with regular outreach*     98 107 146 150
Locations with regular outreach for Aboriginal communities 11 14 12 14

* Where inhouse practice areas conduct outreach in the same location, the location is only counted once. Includes outreach locations of the Regional Outreach Clinic Program and the Cooperative Legal Service Delivery Program.