The Customer-Centric Initiative (CCI) aims to encourage companies to be committed to service excellence and to take the lead in raising service standards in their industry. Led by SPRING, the National Trades Union Congress, the Singapore Workforce Development Agency, the Singapore Tourism Board and the Institute of Service Excellence at SMU, the CCI offers an assistance package to assist Singapore-based companies in upgrading service standards.
The CCI assistance package covers up to 70% of eligible costs for companies.
You can apply for the CCI if your company meets these criteria :
- Project should involve the introduction of new service standards or lead to an improvement in one of the following areas :
- Service leadership
- Service agility
- Customer experience
- Project should lead to specific and quantifiable outcomes that will upgrade the industry to be among the best-in-class internationally
- You must be willing to share the results with other industry counterparts at cross-learning platforms
- You should provide service excellence roadmap/plan, past projects done and indicate where they are now
- Project must not have commenced at the time of application
Examples of service improvements plans include :
- Service audits
- Development of service strategy, service promise, service blueprints, service standards and service measures
- Redesign of service processes
- Singapore Service Class Consultancy
Download the
list of service providers (PDF format, 208 kB).
Download the
CCI Learning Journal - Insights to Service Excellence (PDF format, 14.1 MB).
View the
Customer Service Toolkit.