Public Service launches Excellence in Customer Service
The Virgin Islands Public Service Learning Institute (PSLI), in partnership with the Caribbean Examinations Council (CXC), officially launched the Excellence in Customer Service CXC Programme on Wednesday, June 3, 2026. Fifteen public officers completed the inaugural cohort, and CXC officials say the programme is intended both to raise local standards and to be scaled regionally through trained facilitators.
The Virgin Islands Public Service has formally launched a new customer service certification designed to raise the quality and consistency of interactions between government and the public. The Excellence in Customer Service CXC Programme was officially launched in the Virgin Islands on Wednesday, June 3, 2026, and is a collaborative effort between the Virgin Islands Public Service Learning Institute (PSLI) and the Caribbean Examinations Council (CXC).
George said the programme fills a gap identified during the territory’s broader public service transformation effort — the absence of a formal, sector-specific customer service training framework. “It’s the beginning of a long journey — a journey towards the public service that the people of the Virgin Islands can point to with confidence,” Dr George said at the launch, describing a curriculum tailored specifically for public-sector pressures and accountabilities.
The CXC-certified curriculum was developed for the public sector in the Virgin Islands rather than being a generic course. The programme involves structured instruction delivered over several weeks and concludes with a final assessed examination. Fifteen public officers from across the territory made up the inaugural cohort; all 15 passed the final assessment and received CXC certification, a credential recognised across the Caribbean.
A train-the-trainer element is built into the programme so the first cohort can serve as local trainers. Dr George said this will enable the PSLI to scale instruction across frontline teams, supervisors, senior managers and other public officers, embedding customer service excellence "team by team, ministry by ministry, department by department." Officials expect further cohorts to be scheduled as the PSLI works to make the certification widely available across the public service.
At the launch, CXC Deputy Registrar Dr Ali stressed that the programme’s goals go beyond local certification: CXC sees the Excellence in Customer Service programme as a world-class model for public service across the Caribbean and intends to expand training beyond the Virgin Islands.
According to VINO, Dr Ali said the territory now has trained facilitators who can lead the initiative locally and partner with CXC to roll the model out to other territories, working with local offices such as the deputy governor’s office. For residents and businesses in the British Virgin Islands, officials say the initiative should translate into more consistent, accountable and professional service at service counters, by phone and online — improving everyday interactions for permits, licences, benefits and information requests.
The regional recognition of the CXC certificate may also support officers’ career development and encourage higher standards of accountability within government. The programme forms part of an ongoing push to strengthen professionalism, accountability and service delivery across government ministries and departments.
With the first cohort now certified and local trainers in place, officials say the next phase will focus on wider rollout and regional collaboration under the CXC model.
Primary source: BVI News