Developing outcome measures for the assessment of quality and competence of firms involved in legal aid work

This paper reviews research work carried out and reported in papers presented to the (then) Legal Aid Board between 1996 and 1997. This work considered the efficacy of developing outcomes measures assessment for firms involved in legal aid work by looking at each principle subject area in detail and in overview at both advice and assistance and litigation work. Recommendations of individual subject areas are brought together and a set of options for implementation are developed. Outcomes measures are compared with input, structure and process measures as set out in “Lawyers:- The Quality Agenda” (1994). “In relation to measuring competence it is clear again that there are no easy answers. Competence is such a multifaceted concept that any successful attempt to measure will need to combine a multiplicity of outcome, process and structural measures. The performance indicators which are used in the medical world… appear to have their parallels in certain output measures in the legal world. However, the transferability of such measures may be more apparent than real… Success rates on their own can be quite misleading.” Outcome measures are considered against regional differences such as the “North-South divide”, in relation to size of law firm entity and in relation to the different types of claim and case. There are more outcomes than winning or losing, gaining financial or other advantage or prevention of some act. Client satisfaction and fulfilling expectations are also important and broader, societal outcome implications need also to be considered.