Creating a client services strategy

Creating a client services strategy

Tuesday, 28 May 2019

We recently began work on our first client services strategy – an initiative that will help us become more client centred in everything we do. The strategy will provide more opportunities for clients to be involved in designing our services and to embed client perspectives in our systems and processes.

Over the next few weeks, we will be holding consultations with clients, VLA staff, service providers and stakeholders involved in legal aid work to help build this strategy.

Jon Cina, Associate Director Access & Equity at VLA, said that understanding the experiences and perspectives of our clients ensures we can deliver relevant services that are tailored to client needs.

'We want to understand what is working well and not so well when clients need to find and use our legal services and help. Hearing more about their experiences with VLA will help us improve our programs and services in the future,' Jon said.  

'We value the contributions of our clients, our staff and our partners in the legal assistance sector and we’d like to hear from anyone interested in taking part in this work.'

The client services strategy will be finalised and begin implementation later this year and into 2020, and will include key initiatives that focus on client engagement and involvement.

It will also support other projects at VLA, including Better Justice Every Day to help redesign legal aid summary crime services, and key initiatives to improve our technology for better client service.

We want your feedback

We are gathering ideas about how to improve the experience of people using legal services.

Please complete the survey by 10 am on 10 June 2019.  

More information

Find out more about the strategy.


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