Service Orientation and Professionalism When Implementing Regulations

Enhancing the service orientation and professionalism of the regulatory departments, agencies and officials that deliver regulatory programs can contribute significantly to regulatory efficiency, compliance and effectiveness; and to the regulatory reforms, improvements and innovations such as the One-for-One Rule that are now being implemented by Canadian and other governments.

At the same time, compared with service agencies which focus principally on providing quality services to their clients, the principal mandate and responsibility of regulators is to protect health, safety, security, the environment, market efficiency and fairness, and the economy, through the design, implementation and enforcement of regulations. That said, this role must be performed in a way that is sensitive to the impact that regulations and regulators have on regulated businesses and other stakeholders.

Service orientation and professionalism was emphasized in the reports prepared by the Red Tape Reduction Commission (RTRC) and in other recent regulatory improvement initiatives of Canadian and other governments.  The following link provides readers with access to an article, which summarizes and builds on a discussion paper on this subject that was prepared for the RTRC by a Delsys Research consulting team in 2011.  The article describes the issues that are most important to enhancing service orientation and professionalism, and the potential benefits of five specific options for improving service quality when delivering regulatory programs.

With Contributions from Craig Marchand 
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