Customer-Centric Initiative (CCI)

The CCI aims to encourage companies to be committed to service excellence and to take the lead in raising service standards in their industry. A multi-agency effort by SPRING, National Trades Union Congress, Singapore Tourism Board, Singapore Workforce Development Agency, and the Institute of Service Excellence at SMU, 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 SMEs and up to 50% for non-SMEs in target sectors such as Food & Beverage Services, Healthcare, Hospitality, Retail, Transport and Travel Services.*
* Companies from other sectors may also be considered for support

How you can benefit?

If you are looking to embark on the service excellence journey, you are encouraged to tap the self help Customer Service Toolkit to better equip your company with a framework to develop service excellence.

You can also take the first step towards capability upgrading by tapping the Innovation and Capability Voucher (ICV) to assess your service management capabilities, conduct mystery audits, develop service blueprints, understand customer expectations and implement simple solutions to enhance service delivery.

If you wish to further upgrade your capabilities, you may also tap the Capability Development Grant (CDG) for customised assistance.

Criteria

Eligible projects include those that:

Involve the introduction of new service standards or lead to an improvement in one of the following areas: Service leadership, Service agility, Customer experience
Lead to specific and quantifiable outcomes that will upgrade the industry to be among the best-in-class internationally
Provide service excellence roadmap/plan, past projects done and indicate the current status
Have not commenced at the time of application

You should also be willing to share the results with industry counterparts at cross-learning platforms.

Examples of service improvements plans include:

Service audits (e.g. customer satisfaction surveys, mystery audits)
Development of service strategy, service promise, service blueprints, service standards and service measures
Customer research and analytics (e.g. customer profiles and behaviours)
Digital or technology solutions (e.g. mobile solutions, self-service systems)
Redesign of service processes
Singapore Service Class (S-Class) Consultancy

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