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Annual Report 2012 - 2013

Measuring performance

Legal Aid NSW aims to plan and deliver its services in a way that maximises our resources and outcomes for clients. By implementing performance mechanisms and routinely measuring and reviewing our performance we continually improve our services to clients.

In 2012–2013, we undertook our biennial client satisfaction survey and achieved a high satisfaction rate of 91.5%. We have continued to provide more advice and minor assistance services, more community legal education services and we have expanded our outreach locations so that more clients, especially those outside metropolitan areas, can access legal services.

Central to performance measurement is a sophisticated Business Intelligence (BI) system which allows a wide range of complex data to be accessed and used flexibly by all staff to further improve performance measurement, service planning and delivery. The new, recently implemented BI tool will strengthen our performance measurement capacity and will assist Legal Aid NSW in a future review of our performance indicators.

Key performance indicators

Performance Area

Result
2010–2011

Result
2011–2012

Result
2012–2013

Community awareness of legal right and responsibilities

     

Client satisfaction rating

89.5%

N/A^

91.5%

Average waiting time for advice appointments

0.94 weeks

0.84 weeks

0.96 weeks

No. of information services provided

514,060

609,299

633,743

Rate per 100,000 of NSW population accessing information services

7,138

8,367

8,608

No. of advice and minor assistance services provided

97,315

111,347

128,719

Rate per 100,000 of NSW population accessing advice and minor assistance services

1,351

1,529

1,748

No. of publications distributed

647,800

678,103

731,526

Rate per 100,000 of NSW population accessing publications

8,995

9,312

9,936

     

Accessibility of legal aid

     

Means test income limit as a% of national minimum weekly wage

55.8%

54.0%

52.4%

Percentage of Local Court sittings services by duty solicitor schemes

100%

100%

100%

       

Representation service standards

     

Percentage of satisfactory comprehensive inhouse file reviews

97.8%

97.7%

98.3%

No. of Legal Aid NSW lawyers with specialist accreditation

68

71

67

No. of Legal Aid NSW lawyer attendances at training sessions

2,034

2,471

2,242

No. of private lawyer attendances at Legal Aid NSW training sessions

796

878

527

 

Service Delivery Targets

2011-2012 performance

2012–2013
target

2012–2013 performance

2013-2014
target

Legal advice services

86,271

87,000

92,854

93,000

Information services

609,299

615,000

633,743

634,000

Inhouse and assigned duty services

171,744

172,000

172,188

173,000

Conferences—family law*

2,667

2,620

2,665

2,700

Community legal education sessions

2,211

2,250

2,515

2,600

Outreach advice services**

11,446

11,800

12,781

13,000

Locations with regular outreach

153

165

164

164

Locations with regular outreach for Aboriginal communities

20

22

21

21

* State care and protection conferences are included in this count for 2012–2013, as well as Commonwealth family dispute resolution conferences.

** This does not include minor assistance services.

^ Surveys are conducted in alternate years.