Certified Service Manager

Created by public service leaders, the Certified Service Manager Program is designed to:

• Establish a common standard of service excellence
• Provide career development opportunities to public sector management
• Bring professional recognition to service delivery
• Improve the overall quality of services offered to citizens

Learning Options

In order to best meet your organization’s training needs, the ICCS has two options available.

Self-Study (Online Learning) Certification Process

Best-suited for individuals who require flexibility when pursuing professional training.

• • Candidates receive access to the following Learning Modules:
    • Becoming Citizen-Centric
    • Public Service Delivery Fundamentals
    • Listening to and Understanding Citizens
    • Building Service Culture
    • Effective Service Delivery Management
    • Continuous Service Improvement
    • CSM Certification Exam*
      *Unlocked upon completion of all six learning modules
• Certification requires a minimum grade of 80% on the Certified Service Manager Exam

CSM In-Person Training

Designed for organizations looking for an intensive training option for service delivery staff.

• Learning objectives are achieved through classroom discussions, activities, exercises and reference materials
• The Certified Service Manager Program covers a variety of areas related to service delivery for both internal and external clients, including:
  • Effective Service Management
  • Human Aspects of Service Management
  • Service Improvement
  • Understanding & Enhancing Citizen Access
  • Effective Service Standards

Certified Service Manager Workshops

Designed to bring the concepts and ideas presented in the Certified Service Manager program to life by encouraging learners to explore areas related to effective management of service deliveries and methods of improving citizen-centred services. Learning objectives are achieved through classroom discussions, activities, exercises and reference materials.

Course subjects include:

• Public sector Service Fundamentals
• Effective Service Management
• Human Aspects of Service Management
• Service Improvement
• Understanding & Enhancing Citizen Access
• Effective Service Standards

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