Legal Aid NSW Annual Report 2000 Corporate plan page

Legal Aid NSW 1999-2000 Annual Report

Corporate plan
Our clients Objective: Deliver outstanding client service
Performance indicators:	Performance target:	Performance against target 1999-2000:	Performance targets 2001-2002:
• Percentage of clients assisted within Service Delivery Standards	• Develop standards	• Service standards developed	• Increase by 100%
• Number of clients referred to Alternative (Primary) Dispute Resolution	• Increase by 50%	• 70% increase	• Increase by 100%
• Client satisfaction index	• Develop index	• Survey methodologies under development	• Increase by 20%
Objective: Increase community awareness of our functions and services Performance indicators:
• Number of people assisted through information and advice services	• Increase by 50%	• 19% increase	• Increase by 100%
• Number of people assisted through education services	• Increase by 20%	• Database under development	• Increase by 50%
• Growth in publication information provided	• Distribute 280,000	• 295,528 publications distributed	• Increase by 15%
Our people Objective: Enhance our professional culture
Performance indicators:	Performance target:	Performance against target 1999-2000:	Performance targets 2001-2002:
• Implementation of a Performance Development System	• PDS to commence Sept/99	• System under development	• Complete by Sept/01
• Percentage of Accredited Legal Specialists in relevant practices	• 19.5%	• 19.7%	• 20%
• Average annual training and development days per employee	• 3 days	• 3.6 days	• 4 days
Objective: Provide a safe and equitable work environment Performance indicators:
• Complete security upgrade in all workplaces	• Complete Stage 1	• Stage 1 completed	• Review ongoing
• Implement EEO Management Plan	• Achieve outcomes 1-4	• Comparative data established by June/00	• Achieve outcomes 5-9
• Avoidable days lost per year	• Less than 7 days per year	• 7.2 days lost per year	• Less than 5 days per year
Our organisation Objective: Develop a culture of continuous improvement
Performance indicators:	Performance target:	Performance against target 1999-2000:	Performance targets 2001-2002:
• Number of improvement alert opportunities identified	• Commenced Aug/99	• System implemented and ongoing	• Increase by 10%
• Implementation of a Process Management System to redesign business processes	• System implemented	• Draft system developed	• Increase by 10%
• Introduction of Quality Principles in service delivery	• Principles implemented	• Draft service principles developed	• ISO Accreditation Ð2 areas
Objective: Provide value for money Performance indicators:
• Cost efficiency of legal practices	• Develop costing model	• Under development	• Reduce by 5%
• Grants administration costs as a percentage of assigned case expenditure	• Develop costing model	• Under development	• Reduce by 3%
• Unit costs of information, legal advice, duty and case matters	• Accurately identify unit costs	• Under development	• Reduce by 5%
Our partners Objective: Enhance our role as a principal participant in the justice system
Performance indicators:	Performance target:	Performance against target 1999-2000:	Performance targets 2001-2002:
• Number of clients assisted through an increase in our range of services	• 20% increase in clients assisted	• 10% increase	• Increase by 30%
• Partner satisfaction rating on Commission's services	• Satisfaction rating developed	• Survey format under development	• Increase rating by 20%
Objective: Improve service delivery to the private legal profession Performance indicators:
• Percentage of applications determined from private practitioners within 21 days	• 60%	• 79.4% within 21 days	• Increase by 30%
• Percentage of accounts paid to private practitioners within 14 days	• 60%	• 70% paid within 14 days	• Increase by 20%
• Private legal practitioner satisfaction rating	• Survey completed	• Survey format under development	• Increase rating by 20%