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Annual Report 2019 - 2020

Measuring our performance

We measure our performance against a range of key performance indicators to determine our effectiveness in providing community awareness, in ensuring accessibility to legal aid, and in upholding our service standards.

Key performance indicators2017–182018–192019–20
Community awareness of legal rights and responsibilities
Client satisfaction*N/A84%N/A
Information services we provided520,479325,156**196,435
Advice and minor assistance services we provided145,768138,639125,001
Number of publications distributed681,798588,536495,680
Accessibility of legal aid
Means test income limit as a percentage of national minimum weekly wage57.655.654.0
Percentage of Local Court sittings served by duty solicitor schemes100100100
Representation service standards
Percentage of satisfactory comprehensive in-house file reviews97.896.897.9
Number of Legal Aid NSW lawyers with specialist accreditation796360
Number of Legal Aid NSW lawyer attendances at training sessions2,5772,7775,118
Number of private lawyer attendances at Legal Aid NSW training sessions512444312

* We measure client satisfaction through surveys conducted every two years. The next survey is due to be conducted in 2020–2021.
** In September 2018, we changed the way we define information services to align with the agreed national standard. This led to an ongoing reduction in the recorded number of information service

Reporting against the National Partnership Agreement

Legal aid commissions and community legal centres received Commonwealth funding to improve access to justice for disadvantaged people under the National Partnership Agreement on Legal Assistance Services 2015–2020.

We reported to the Commonwealth on our performance against the performance indicators, benchmarks and milestones outlined in the National Partnership Agreement.

Selected National Partnership Agreement performance indicators and benchmarks, July 2019 to June 2020

Performance indicatorPercentage
Proportion of Legal Aid NSW Commonwealth representation services delivered to people experiencing financial disadvantage97.9%
Proportion of facilitated resolution conferences held by Legal Aid NSW that resulted in either partial or full settlement75.6%*

* Commonwealth conferences only. The combined total for NSW and Commonwealth conferences was 76.1 percent.