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Section II – Analysis of Program Activities by Strategic Outcome

Strategic Outcome

The Service has one Strategic Outcome, supported by three Program Activities:

STRATEGIC OUTCOME
The public has timely and fair access to the litigation processes of the Federal Court of Appeal, the Federal Court, the Court Martial Appeal Court of Canada and the Tax Court of Canada
THREE PROGRAM ACTIVITIES
Registry Services	Judicial Services
Internal Services

The plans and priorities of the three program activities are outlined below and jointly support the achievement of the Strategic Outcome of the Service.  The performance indicator at the Strategic Outcome level is the level of satisfaction with the Service of clients with respect to ease and timeliness of access to the judicial process.

The target is an 85 percent satisfaction rate, as measured by an external client survey that will be undertaken for the first time in 2010-2011.

Program Activity 1:    Registry Services

Human Resources (FTEs) and Planned Spending ($ millions)
2010-11		2011-12		2012-13
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
296	24.6	296	24.6	296	24.6

The Registry Services Branch provides all operational and registry functions necessary for the smooth and efficient functioning of the Federal Court of Appeal, the Federal Court, the Court Martial Appeal Court of Canada and the Tax Court of Canada.  Three Registrars, (there is only one registrar for both the Federal Court of Appeal and the Court Martial Appeal Court of Canada) and three Regional Directors General are responsible to ensure proper court records management and adequate operation of the litigation processes of the courts and access to these by litigants.

The Branch provides registry services through ten points of access across Canada and has negotiated Memoranda of Understanding with provincial and territorial bodies for the receipt of court documents and use of courtrooms in eight additional locations. 

The Branch also includes a Modernization directorate group that supports all of Registry Services by working closely with Information Technology staff to develop electronic functionalities and equipment to improve court operations and to eventually implement complete electronic files for all courts.  This group is also responsible for reviewing and harmonizing registry processes, for drafting service standards and assessing the performance of the different offices and providing specialized registry training to operational staff.

Finally, the Registry Services Branch includes a separate unit composed of senior and experienced staff who are responsible for the quasi-judicial function of assessment/taxation of costs awarded to parties.

Program Activity Expected Results	Performance Indicators	Targets
Court files are always accurate and complete	Satisfaction rate of clients and judges Service standards are met	85% satisfaction rate Service standards met 90% of the time

Measurement of indicators will begin in 2010-2011 (satisfaction rate) and 2012-2013 (service standards).

Planning Highlights

In 2010-2011, Registry Services will continue improving the quality of its client service and in particular will focus on providing the business requirements for the development of the new Case Management System (CMS) that supports the business of the four courts.  With the rollout of the final phases in 2011-12, it will replace two existing legacy systems and will provide an automated, efficient and user-friendly tool for staff and judges.  It will ensure that court files are accurate and complete, and will be flexible enough to meet the unique needs of the individual courts.  The implementation of the CMS will contribute to improved client satisfaction and improve the ability to assess and report on performance against service standards and expected results.

A comprehensive plan to identify all necessary steps to move towards complete electronic files is being developed.  Beginning in 2010-2011, strategies to increase the volume of e-filed documents will be implemented.  In addition, a plan to eventually equip our courtrooms with state-of-the-art technology is being developed to improve services to our clients, the judges and litigants.

A review of current registry processes across the four courts has begun and will continue through 2010-2011.  A review of resource levels across the different offices across the country is ongoing, leading to the reallocation of resources as required.  As well, Registry Services has undertaken a review of its operational training program and new training tools and methodologies will be developed.

Following an internal client satisfaction survey of judges and employees, an action plan to address areas where improvements are required will be implemented in 2010-2011.  The level of external client satisfaction will be measured through the use of an external survey of clients.  Registry service standards will be approved, implemented and monitored across the country with the rollout of the new CMS.

The success of these initiatives will be monitored through client surveys, reports against service standards and the analysis of complaints.  This information will allow the Service to better monitor performance indicators and report against expected results.

Benefits for Canadians

The Registry Services Program Activity constitutes the point of access for litigants to the four Courts.  The described initiatives will improve court processes, lead to better access to court documents and result in cost-savings.  Employees will get better training, tools and information in order to better serve Canadians and the Courts.  It will provide improved support to judges and it will meet the expectations of lawyers, litigants and Canadians.  It will increase our capacity to gather statistics, report against service standards and monitor performance indicators.  This will result in better reporting to Parliament and Canadians.

Program Activity 2:   Judicial Services

Human Resources (FTEs) and Planned Spending ($ millions)
2010-11		2011-12		2012-13
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
185	18.9	185	18.9	185	18.9

Judicial Services provides direct support to all the judges through the efforts of judicial assistants, law clerks, jurilinguists, chauffeurs, court attendants and library personnel. The services provided include administrative support, research, legal information, documentation, document revision, editing and linguistic and terminological advice - all in support of the judges' ability to better discharge their judicial functions.

Program Activity Expected Results	Performance Indicators	Targets
Judges have the support and resources they require to discharge their judicial functions	Satisfaction rate of judiciary concerning the services they receive	85% satisfaction rate

Measurement of performance indicators will begin in 2010-2011.

Planning Highlights

Judicial Services Branch will continue to review the quality and efficiency of its support to the members of the four Courts and the employees of the Service.  It will review the resources required to continue supporting the Prothonotaries in their case management assignments in order to further accelerate the litigation process.
It will develop an on-line application form for law students interested in the law clerkship program.  This initiative will simplify the application process and eliminate much of the hard copy documentation previously required, with a positive impact on the environment.

The Branch will focus on re-allocating resources to the Distribution, Printing and Translation section in order to modify its workflows and shorten the time required for the translation and posting processes, providing the public with more timely access to court decisions.  In this regard, it will work closely with the staff in Modernization and Registry to integrate these processes into the functionality of the new Case Management System.

Using the internet and other methods, Judicial Services will continue its efforts to increase the awareness of court decisions available for access by the public.
The Branch will continue to support committees that provide members of the bar, key stakeholders and the public with a forum to effect changes to the litigation process in certain areas, through venues such as meetings of the Bench and Bar and Rules Committees.

The Branch will complete the implementation of its revised Library Collection Development Policy and complete the revision of its Library Client Services Policy, thereby ensuring a consistent, clear level of library service to the judiciary across the country.

In order to improve the workplace and support its workforce, the Branch will allocate resources to broaden the training and career development opportunities of its employees.

Benefits for Canadians

Judicial Services provides a variety of services and direct support to the judges of the four Courts.  These include administrative support, library services, legal research, translation and revision and chauffeurs and court attendants services.  The smooth functioning of the judiciary, the ability of judges to hear and dispose of cases in an expeditious and efficient manner, and timely public access to decisions are keys to a well functioning judicial system.  The Service works closely with the judges to ensure that their needs are met so that they can devote their time and energy to hearing matters and rendering decisions for the benefit of litigants and all Canadians.

Program Activity 3:   Internal Services

Human Resources (FTEs) and Planned Spending ($ millions)
2010-11		2011-12		2012-13
FTEs	Planned Spending	FTEs	Planned Spending	FTEs	Planned Spending
134	16.2	134	16.2	134	16.2

Internal Services are groups of related activities and resources that are administered to support the needs of programs and other corporate obligations of an organization. These groups are: Management and Oversight Services; Communications Services; Legal Services; Human Resources Management Services; Financial Management Services; Information Management Services; Information Technology Services; Real Property Services; Materiel Services; Acquisition Services; and Travel and Other Administrative Services. Internal Services include only those activities and resources that apply across an organization and not to those provided specifically to a program.

Planning Highlights

Over the next several years, Internal Services will play a critical role in support of the Service initiatives designed to enhance the integrity and security of the Federal Courts as well as to modernize the Courts and the Registry, thereby improving service and access for the judiciary, clients and the public and enabling the Courts to function more effectively and efficiently.

Service Improvement Initiatives

Support to initiatives that focus on service to clients, the judiciary and litigants includes:

• Co-location of NCR staff into the designated Federal Judicial Building;
• Implementation of improved security measures for the Courts system;
• Completion of the development of the Case Management System;
• Strengthened Information Management capacity and strategy;
• Improvement of capacity for digital audio recording and videoconferencing in the courtroom;
• Co-operation with the judiciary and Registry on the application of other information technology solutions in the court room.

These initiatives will address risks that include potential threats to the judiciary and other individuals in the courtroom context, as well as the expanding technology gap between the Federal Courts, other courts and other federal organizations.

Investment in our People

Human Resources (HR) Services is undertaking initiatives to attract, develop and retain knowledgeable, well-trained, engaged and productive employees across the Service. They include:

• Strengthened and refocused training for executives, managers and staff;
• Greater emphasis on diversity, values and ethics, avoiding harassment and discrimination, achieving work-life balance and a systematic approach to learning and career development;
• Greater use of information technology to provide HR services to managers and staff;
• Strengthened integration of human resources planning and business planning.

These initiatives specifically address risks related to the potential loss or unavailability of highly specialized skilled, knowledgeable and reliable staff.

Strengthened Planning and Accountability

Internal Services will continue its efforts to formalize and strengthen internal management practices, including improving planning, evidenced-based decision-making, reporting and accountability. Initiatives include:

• Applying a risk-based and integrated approach to planning, analysis and implementation;
• Implementing a new and innovative model for internal audit;
• Expanding the use of information technology to support management decision making, for example, through the provision of web-based financial information;
• Strengthening formal project management capacity where appropriate;
• Maintaining an up-to-date threat and risk assessment régime for all aspects of court operations, including information technology and information management.

These and related initiatives will improve the quality and availability of information and result in better informed decisions, more rigorous management of projects and better threat and risk assessment.

Benefits for Canadians

Canadians will benefit from these initiatives through their positive impact on the overall effectiveness and efficiency of the Federal Courts' system. The contribution of Internal Services to the fundamental outcome of timely and fair access for the public to the litigation process of the Courts is indirect but critical.

Improved services to clients, the judiciary and litigants translates directly into improved services to all Canadians, given the key role played by the Federal Courts in Canada's democratic system and the importance of the issues addressed by the courts.

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