Customer Surveys to Evaluate Programs

2. Enhance public awareness and evaluation of programs. (1)

Heads of regulatory agencies should require their staffs to check the
effectiveness and workability of their programs periodically. In
addition to measuring results (e.g., reduced fatalities from car
accidents), agencies should consult with the people who have to comply
with the regulations. This could be done through the use of focus groups
or customer surveys. The Administrator of the Office of Information and
Regulatory Affairs should work with agencies to define the conditions
under which surveys of regulated entities by regulators can receive
accelerated approval.[Endnote 21]

Heads of regulatory agencies should provide assistance to entities that
must comply with regulatory programs. Agencies should ensure that these
entities are given the information necessary to comply. Informal
guidance and policy statements should be collected in one place and be
accessible to the public. Electronic access also should be provided.
Agencies also should consider establishing an ombudsman office to assist
compliance efforts.

Endnotes

21. See note 8 above.