The Virgin Islands Public Service Learning Institute (VIPSLI) is poised to revolutionise customer service standards within the public sector, with the launch of a globally recognised Customer Service Certification in 2025. Photo: Government of the Virgin Islands

Dr. Connie E. George, Director of VIPSLI said the new Customer Service Certification will mark a profound leap forward in the government's commitment to fostering excellence in public service delivery. Photo: Government of the Virgin Islands

VIPSLI worked with the Caribbean Examination Council (CXC) to develop an authentic course in customer service for the Virgin Islands. Photo: Internet Source

The announcement, made by Dr. Connie E. George, Director of VIPSLI—via a public social media posting— is said to mark a profound leap forward in the government's commitment to fostering excellence in public service delivery.

Collab with CXC

Speaking during the special public announcement, Dr George unveiled the ambitious plans, made possible through a groundbreaking partnership with the Caribbean Examinations Council (CXC).

“We have been working very hard with CXC to develop our own authentic course in customer service, where persons will become qualified as customer service specialists,” she said.

Elaborating further on the collaborative effort, Dr George explained that VIPSLI provided the data, framework, and vision to CXC, enabling the development of a robust program uniquely tailored to the Territory's needs.

"The key to this is that we are going to get the quality assurance within there. We are going to get it ratified so that it can be utilised; and your certification will be recognized not only within the public service but across the region, and I dare say across the world,” she explained.

Acting Communications Officer Eusa Z. Adams at the time, also reflected on the government's 2024 focus on improving customer service.

"Throughout 2024, the public service has focused on the improvement of customer service. We spent a lot of time looking at the very details and how we can make customer service better for public officers," Adams said.

Engendering cultural change

“Through the institute, we've delivered some trainings in partnership with the director of customer service; but going into 2025, we're going to take this a step further,” said Dr George.

The initiative, according to Dr George, aims to engender a culture of excellence across the public service, ensuring that residents and visitors alike experience consistently high standards of customer service.

"We are inspiring a culture change. We are going to see a change in our culture when it comes to customer service,” she added.

The rollout, expected to begin in 2025, is currently in its final stages of preparation, with paperwork being completed ahead of an anticipated launch event in the VI.

"If everything goes as we would like it to, we will even have a launch in the BVI, and it will go far and wide," she said, underscoring the program's significance.

Participants who complete the course will receive a certification recognised worldwide, an accolade that Dr George believes, will elevate the Territory’s reputation for public service excellence.

"You will be able to gain this certification that will be recognized across the world. And you would have gotten it through the government of the Virgin Islands Public Service Learning Institute," she affirmed.