Department of Justice Canada Client Feedback Survey
Survey Results – Cycle III (2016-2019)
Conclusion
The Cycle III survey results indicate that Justice Canada legal service users were largely satisfied over the cycle period of 2016-2019 with the services provided by the Department. The Department will use the results of the survey as an opportunity to further engage Justice Canada employees in high-quality service delivery. Each portfolio shares and discusses the results with staff to increase employee confidence in management, identify opportunities to recognize success and areas for continuous improvement, and to maintain the credibility of the survey process for managers and staff. As the survey results were on the whole positive, a central focus for the Department will be to maintain its successful service practices and continue to ensure excellence in the delivery of its legal services.
In addition, the CFS is positioned to provide a strong evidence base to measure the progress of the Justice Vision and its focus on a model of legal service delivery that is client-centric and positions the Department of Justice to form strategic partnerships with client departments to achieve the government’s goals. As the Vision matures, the CFS will also evolve to ensure it is complementary to providing feedback that supports the development of client-centric strategic partnerships. In serving as a performance measurement tool that contributes to understanding the client experience, continuous improvement, and a culture of collaboration, the CFS will enable the Department of Justice to advance Vision initiatives and priorities.
The next survey cycle is scheduled to commence in 2020-21. After the conclusion of any cycle of the CFS, the Department enters into a redesign phase in preparation to the next cycle. The Department will continue to improve administration of the survey while also exploring more comprehensive improvement measures for Cycle V.
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