As a passenger on an airplane, I don't need to fully understand the mathematics underlying aerodynamics, lift, and drag to know that $5.00 is too much for a can of Coke. My appreciation for the rings of Saturn is not based on the Newtonian model of gravitational force. I get it, I don't need to know every detail to have an appreciation of the forces and rules that govern our lives.
"Policy" is not an answer; it's an admission of inadequacy. It's shorthand for "The answer to your question is beyond my limited vocabulary which prohibits any form of intelligent response." Policies exist for a reason, and if a policy mandates or prohibits a particular action, then anyone and everyone in a position to enforce the policy should have the three neurons necessary to articulate the reasons on which the policy is based.
If you're in a governance role having to implement policies, then you likely have to deal with schlucks like me who ask dumb questions and whine about why I can't get every little desire that pops into my head. Nonetheless, you have the responsibility to express the rationale, in consumer-centric language, for the policies you enforce. You have the responsibility to elevate understanding.
Furthermore, and this is dedicated to all of the future mall cops of America, all policies are based on a context. In the absence of the policy's context, the policy is null, void, unfounded, irrelevant, non-sequitor, perpendicular, passed on, expired, gone to meet its maker, a stiff, bereft of life, it rests in peace, its pushing up the daisies, its kicked the bucket, shuffled off its mortal coil, run down the curtain and joined the bleedin' choir invisible. It is AN EX-POLICY!
We need policies, they add structure to our world, and reduce our work-set, allowing us to focus on the unique. We do not need drones, anti-social misfits who aspire to spend more alone time with their Book-O-Rules. Advance the understanding of why we operate the way we do, and we all get better, smarter, and more effective.