How the Caribbean is Revolutionizing Public Sector Customer Service with New Certification Program

CXC Partners with British Virgin Islands for Public Sector Customer Service Certification

At the request of the Government of the British Virgin Islands (BVI), the Caribbean Examinations Council (CXC) has been partnering with the British Overseas Territory for the certification of its civil servants and educational services professionals in customer service excellence.

Dr Eduardo Ali, CXC’s pro-registrar and deputy CEO, pointed out that the customer service training and certification is being delivered through a collaboration comprising the CXC Professional Learning Institute, the BVI Public Service Learning Institute (PSLI), and Customer 1st Caribbean, an accredited regional provider specialising in customer service training.

"This partnership with the BVI exemplifies CXC’s flexibility and responsiveness to the ongoing demands of governments of the Caribbean for education and assessment interventions to strengthen the global competitiveness of the regional workforce," noted Dr Ali.

The British Virgin Islands has identified customer service excellence as central to its vision of a professional, forward-thinking, and world-class civil service.

CXC’s Professional Learning Institute (PLI), which provides capacity development and training for educators and other professionals across the region, was able to scale against its skills and competency framework and existing customer service standards within the BVI’s Public Service Learning Institute to facilitate the training intervention.

"CXC regards this initiative as a major stride for public sector excellence in customer service," offered Dr Ali. "The director of the BVI PSLI, Dr Connie George, and the deputy governor have been intentional in their approach to get this project up and running. Our business development and professional learning and certification teams have collaborated to introduce a multi-level targeted approach to train and certify employees at different levels in the BVI public service and professionals in the local education services sector," added Ali.

The training collaborative has been applauded by the CEO of Customer 1st Caribbean, Azra Nathudkhan. "Customer service excellence within the public sector is not just about individual interactions. It is a catalyst for deep and impactful macroeconomic benefits. By elevating service standards, the BVI positions itself to enhance productivity, stimulate tourism growth, attract investment, and build enduring economic resilience," she said.