| Action | Performance Indicator |
| Provide all eligible persons with an initial appointment with a solicitor within a maximum period of 4 months | Monthly monitoring of waiting lists and timely action where needed. Financial eligibility assessments to be offered to all potential applicants within 2 weeks of contact with centre. |
| Ensure continued provision of an immediate or near immediate service to persons in need of such service | Continued monitoring and review |
| Review and update Best Practice Guidelines | Guidelines reviewed on an ongoing basis in response to experience and change. |
| Continue to ensure that decision processes within the Board’s remit are conducted in a timely and professional manner | Quarterly reports to management |
| Continue to develop and put in place improved management information processes | Ongoing |
| Develop criteria for determining appropriate caseloads in law centres | Criteria finalised following law centre review end 2008 |
| Develop and introduce regular client surveys and appropriate responses to outcomes | Client survey results analysed and appropriate responses proposed – mid year 2009, 2010, 2011 |
| Identify any issues or barriers to accessing the Board’s legal aid and advice services as provided for in the 1995 Act and develop proposals | Proposals developed by September 2009 |
| Develop and implement relevant recommendations emanating from the Law Centre Review | Implementation Plan completed by Q1 2009 |
| Undertake risk assessment analysis of the process and procedures in the Board | Analysis undertaken in final quarter 2008 and implementation of outcome in 2009 and years following |
| Evaluate risk management processes for all sections of the Board to manage and minimise risk | Evaluation complete Q1 2009 and outcome implemented |
| Review efficiency and effectiveness of current support operations | Review completed Q1 2009 |
Continue to implement the commitments contained in the Board’s Customer Service Action Plan and Customer Charter including:
(i)The timeliness and quality of services;
(ii)The extent and quality of information supplied; and
(iii)The commitment to confidentiality, integrity and professional standards | Implementation of Action Plan reviewed for all units for 2009 and ongoing |
| Continue to provide information and training on intercultural and diversity issues across the organisation | Continued training provided as needed. Review of impact and further needs in Q2 2009 |
| Review Board facilities following completion of audit of premises | Review undertaken in Q4 2008 and in 2009 |
| Ensure the effective implementation of the Health and Safety Strategy for the Board | Health and Safety Strategy and appropriate organisational arrangements to be kept under review in partnership and annual reports on issues |
| Ensure that the provisions of the Disability Act, 2005 are complied with | Action Plan developed by Q.3 2009 using information from risk assessments and facilities audits. Review of all Board’s facilities undertaken by end Q.2 2009 |
| Develop processes to obtain, collate and analyse feedback from customers relating to the quality of the Board’s facilities | New Customer Response card to be in place by end 2008. Report to be provided to the Board twice yearly on responses received |
| Implement and review the Board’s Scheme under the Official Languages Act, 2003 | Full implementation by end Q.2 2010. Monitor implementation on an ongoing basis |
