CCI for Land Transport encourages organisations in the industry to improve their service standards.
Aims
- To improve service levels of organisations in the land transport sector (e.g. public transport companies, private chartered and school bus companies and taxi companies) in Singapore.
- To increase customer satisfaction of local commuters and tourists through better service.
- To cultivate service leaders who, in turn, will motivate other organisations in the land transport industry to improve their service levels.
- To develop service benchmarks that organisations in the land transport industry can use to measure their service levels.
For who?
- All Singapore-registered businesses in the land transport sector (e.g. public transport companies, chartered/school bus services and taxi companies) who want to participate in service improvement projects, including:
- private-owned companies
- partnerships
- groups of enterprises
- industry bodies/associations
For what?
- To fund and support projects undertaken by land transport organisations to improve service levels and benchmark themselves against industry standards.
- Service improvement projects may involve:
- service audits (e.g. customer satisfaction surveys, mystery audits) to identify service gaps
- development and implementation of service strategies, service blueprints, service standards and service systems
- implementation of technology to improve service levels (e.g. centralised call system to better manage taxi bookings)
- development of training programmes under the Workforce Skills Qualifications (WSQ) framework to train staff on service competencies
- participation in overseas study missions for local land transport companies to learn best practices in customer service from their foreign counterparts or industry players
- implementation of reward systems to recognise employees for good service
- certification under Singapore Service Class
How much?
- Funding is decided on a case-by-case basis. Typically, CCI will fund up to 50% of the qualifying costs for eligible companies.
- Qualifying costs include:
- professional services or consultancy fees
- service audit costs
- manpower costs related to the CCI project
- service-related study trips, conferences and exchange programmes
- Workforce Skills Qualification (WSQ) training for employees
(funding from Workforce Development Agency)
Things to note
- Service audits or customer service surveys should preferably be done by an independent external party. Post-implementation assessment should be carried out by the same party.
- Your project must not have commenced at the time of application.
Background
- CCI for Land Transport is part of the “Go-the-Extra-Mile for Service (GEMS)" – a nation-wide movement to encourage land transport organisations to commit to service excellence and raise service standards in their industry to improve Singapore’s service quality.
- As of November 2008, 12 of Singapore’s major public and private transport operators have participated in the initiative. They account for 59,000 or 80% of transport workers in Singapore
Changes from 1 February 2009 - 31 January 2010
- CCI is part of BUILD (Business Upgrading Initiatives for Long-Term Development) which helps businesses to strengthen their capabilities during the downturn for future growth.
- BUILD provides higher funding support to SMEs for all existing SPRING Singapore's capability development programmes. This applies to applications received between 1 February 2009 and 31 January 2010.
For more info
Customer-Centric Initiative (CCI) For Land Transport
SPRING Singapore
Officer-in-Charge
Ms Chan Mui Ling
Administrative Executive
Business & Service Excellence
SPRING Singapore
Tel: (65) 6279 3731
Fax: (65) 6273 0151
Email: chan_mui_ling@spring.gov.sg
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