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Measuring our performance
Annual Report 2021 - 2022
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 indicators | 2019–20 | 2020–21 | 2021–22 |
|---|---|---|---|
| Community awareness of legal rights and responsibilities | |||
| Client satisfaction* | N/A | 76% | N/A |
| Information services we provided | 196,435 | 170,981 | 86,873 |
| Advice and minor assistance services we provided | 125,001 | 19,003 | 105,655 |
| Number of publications distributed | 495,680 | 420,145 | 299,055 |
| Accessibility of legal aid | |||
| Means test income limit as a percentage of national minimum weekly wage | 54.0% | 53.1% | 51.8% |
| Percentage of Local Court sittings served by duty solicitor schemes | 100% | 100% | 100% |
| Representation service standards | |||
| Percentage of satisfactory comprehensive in-house file reviews | 97.9% | 97.3% | 98.3% |
| Number of Legal Aid NSW lawyers with specialist accreditation | 60 | 61 | 64 |
*We measure client satisfaction through surveys conducted every two years. The methodology and scope of the 2020–2021 survey differed from past surveys in that it covered grants and advice clients, and client responses were collected through both online surveys and phone interviews. The comparable client satisfaction figures for grants clients who responded via telephone interviews only was 83% in 2020–2021.
Legal aid commissions, Aboriginal and Torres Strait Islander legal services and community legal centres receive Commonwealth funding to improve access to justice for disadvantaged people under the National Legal Assistance Partnership (NLAP) 2020–2025.
As part of our responsibilities under this partnership, we reported the number of legal assistance services we provided including service types and law types, facilitated resolution processes and their outcomes, and the number and proportion of representation services we delivered to priority clients.
| Performance indicator | Percentage |
|---|---|
| Proportion of Legal Aid NSW Commonwealth representation services delivered to people experiencing financial disadvantage | 99.0% |
| Proportion of facilitated resolution conferences held by Legal Aid NSW that resulted in either partial or full settlement | 74.7%* |
*Commonwealth conferences only. The combined total for NSW and Commonwealth conferences was 75%.
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Overview
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
-
Client Services
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
-
Collaborating with our partners
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
-
Managing our organisation
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
-
Financial summary
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
-
Appendices
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
Share with
-
Overview
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
-
Client Services
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
-
Collaborating with our partners
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
-
Managing our organisation
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
-
Financial summary
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
-
Appendices
- Chair's report
- Acting CEO's report
- Key activities of the board
- Board members 2021-2022
- Organisational structure
- Senior Executive
- Governance framework
- Legislative compliance and fair processes
- Complaints handling
- What we did over the past year
- Fact file
- Measuring our performance
- How our key services tracked over the last five years
- A snapshot of our services
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