chief state solicitor’s office - attorney general.docVIP

Chief State Solicitor’s Office Customer Action Plan 2011 - 2014 Page 1 of 36  I N D E X Page ? Mission Statement 3 ? Introduction 4 ? Functions 7 ? Clients 8 ? Organisation 10 ? Working Environment 17 ? Principles of Quality Customer Service 19 ? Reporting Progress 33 ? Contacting the Office 34 ? Appendix 1 - Organisation Chart 35 ? Appendix 2 - Grading Structures 36  Page 2 of 36 Mission Statement The mission of the Chief State Solicitor’s Office is to provide the highest standard of professional legal services to Government, Departments and Offices as economically and efficiently as possible. Page 3 of 36 INTRODUCTION The Chief State Solicitor’s Office (“the CSSO”) is a constituent element of the Office of the Attorney General and is the principal provider of solicitor services to the Attorney General and to all Government Departments and Offices. It also provides solicitor services to certain other State Agencies, but does not act for members of the public. The CSSO carried out a Customer Service Survey early in 2010 and the results of this survey indicated that the Office had maintained strong performance in relation to the commitments set out in it’s Customer Charter 2008 – 2010 and through comparison with the results of an earlier survey carried out in 2006. Key dimensions of customer service, namely service quality, responsiveness and documentation produced, were found to be of a particularly high level. The conclusions of the survey were carefully analysed and taken into account in the preparation of this Customer Action Plan. The high level goals of the CSSO as set out in the Statement of Strategy of the Office of the Attorney General 2011 – 2014, are: To deliver a high quality specialist solicitor service to the Attorney General, Departments and Offices in areas of litigation and to provide high quality specialist legal advice and services in property and transac