New SLAB performance measures provide a whole service assessment and drive improvements


Thursday, Jan 24, 2019

The way we measure what we do and how well we do it has changed following a review of our performance framework.Summary of benefits of new reporting

Our Corporate Plan set out our intentions to change our key performance indicators from April 2017.

The aim is to introduce more meaningful measures of our performance to help us focus our energies on what matters most to solicitors and applicants.

We are now starting to report our performance externally every quarter. This is instead of the annual model used under the old performance framework.

The SLAB Operational Performance Overview Reports (SOPOR) for Q1 (April-June 2018) and Q2 (July-September 2018) are now available on our website.

You can find out more about why we felt the change was necessary and our vision for the new key performance indicators on p10-11 of the 2017-18 Annual Report .

You may already have been involved with some of these changes by way of the introduction of our short solicitor surveys to help measure customer satisfaction.

We provided feedback on these in October. We paused the micro-surveys to avoid survey fatigue and to allow us to act upon some of the key themes emerging.

The intention is to restart them in time to report in April 2019.

For more information: Please contact Cathrin Innes, innesca@slab.org.uk


Legal Aid Online

Legal services providers please click here to log in to Legal Aid Online  loginBtn

14, Feb, 2019

Legal aid applicant fined after pleading guilty to fraud

Read article

13, Feb, 2019

Non-solicitor vacancy on the Civil Legal Aid Quality Assurance Committee

Read article

12, Dec, 2018

Annual Report 2017-18 published

Read article

29, Nov, 2018

SLAB welcomes publication of Scottish Government response to Legal Aid Review

Read article

19, Oct, 2018

Make payment to us online through SLABPAY

Read article