The Certified Service Professional (CSP) course is designed for frontline service delivery professionals. In addition to improving participants' knowledge of the citizen-centred approach and professionalizing service delivery, the course focuses on the following:
- Establishing a common competency framework
- Encouraging the development of knowledgeable and skilled staff
- Promoting shifts in frontline behaviours and attitudes, leading to improved service quality
- Enhancing frontline capabilities and capacity, generating improved employee engagement