CSC - NTUC LearningHub Partnership FAQ  
  About_us_brown_bar  
 
 
 
  About Licensed Programmes
About Public Runs
About in-house customised/ contextualised programmes
Signing Up for Programme as an Individual
Registration of Officers by Training Coordinator/ HR Representative
Administrative Matters for Training Coordinator/ HR Representative to Note
NTUC LearningHub Contact Details
About CSC-LHUB Partnership
 
 
 
  About Licensed Programmes  
 
 
  1. When will the licensing start?
NTUC LearningHub (“LHUB”) will be licensed to deliver the programmes from 1 October 2017. Programmes will be open for registration from August 2017.
 
 
 
  2. What are the programmes licensed to LHUB?
Course Code Programme Titles
CSE12 Supervising & Coaching Staff for Service Excellence
HDC23 Influencing and Diffusing Skills for Difficult Customer Situations
ICR10 Internal Customer Service - Improving Internal Relations for Service Delivery
MSE10 A Systemic Approach to Managing and Implementing Service Excellence
PIC13 Creating Positive First Impressions In Customer Service
SML10 Service Motivation and Leadership
SQM10 SQ Role Model - Exemplifying Excellence in Customer Service
SRM12 The Art of Service Recovery
SVC13 Becoming a Service Superstar - Bringing Out the Service Champion in You
WDC10 Winning Over Difficult Customers in the Public Sector - Defusing their Hostility
3R123 3Rs Module 1: Getting a Global Mindset
3R223 3Rs Module 2: Finding Opportunities to Make a Difference
3R323 3Rs Module 3: Oops! More Value Add Qualities Needed
3R423 3Rs Module 4: Thriving and Communicating in the Changing Workplace
 
 
 
  3. For these 14 courses, how will the quality of these programmes be maintained?
CSC and LHUB will work in close partnership to ensure the quality of the content and delivery will be maintained. The existing CSC KPIs for the 14 programmes will apply.
 
 
 
  4. Will the programmes still be contextualised with public sector content and examples?
Yes, the programmes will be contextualised with public sector content examples because there will be no changes to the content of the programmes.
 
 
 
  5. Will CSC’s existing trainers be delivering the programmes, or LHUB’s?
For the 1st year of the partnership, CSC’s trainers will continue to deliver the training sessions. All new trainers (if any) would need to go through stringent recruitment and review by CSC before they are allowed to deliver the licensed programmes.
 
 
 
  About Public Runs  
 
 
  6. How often will you update the training dates?
LHUB updates the training dates every quarterly.
 
 
 
  7. What happens if we want to cancel the registration? Will we need to pay a penalty?
For most programmes, you can send a replacement at no extra charge, and we encourage you to send someone who would benefit from the programme.

Please email NTUC at CSCEnquiry@ntuclearninghub.com with the following at least 5 working days before the programme starts:

     Name of Participant:
     Course Title and Date:
     Replacement Participant’s Name, NRIC, Email and Department:

If you are unable to find a replacement, please email us at least 14 calendar days before the course starts. Any registration cancelled after this date will incur a withdrawal fee as shown below:

No Charge When written notice is received 14 calendar days or more before commencement of course.
50% of course fees When written notice is received less than 14 calendar days before commencement of course.
100% of course fees When written notice is received less than 7 calendar days before commencement of course.
 
 
 
  8. What happens if I want to register for a programme but registration is closed?
Registration will close once we have reached the full capacity, or three weeks before the course start date. Nonetheless, you may still send in your request to CSCEnquiry@ntuclearninghub.com. We will review the request on a case-by-case basis.
 
 
 
  9. What is the minimum class size required to run a class?
In general, the minimum class size to run a class is 15.
 
 
 
  10. How do we procure the training programmes that LHUB is offering under this licensing model?
Under this licensing model, LHUB has been appointed by CSC to administer and deliver CSC-owned programmes. The 14 programmes are still owned by CSC and should thus be considered as CSC courses. Please refer to IM FINANCE CIRCULAR MINUTE NO M6/2010 on the procurement of CSC training programmes.
 
 
 
  About in-house customised/ contextualised programmes  
 
 
  11. If my agency wants to customise a programme with LHUB, do I need to sign an LHUB contract, or will CSC send me the usual proposal?
All new in-house programmes will be contracted with LHUB directly.
 
 
 
  12. If my agency already has an existing customised run of a programme, will CSC continue to provide the training, or would LHUB take over?
If your agency has already signed a proposal before this announcement, or have developed a paid customised version of the programme, CSC will continue to take care of the runs indicated in the proposal/ re-runs respectively.
 
 
 
  13. If I want to customise the programme for my own agencies’ needs for the 14 programmes, who should I go to?
For new requests to customise a programme licensed to LHUB, please contact LHUB at CSCEnquiry@ntuclearninghub.com
 
 
 
  14. Is LHUB allowed to use CSC materials/ content to bid for in-house programmes on GeBIZ?
Yes, LHUB is able to do it.
 
 
 
  Signing Up for Programme as an Individual  
 
 
  15. How do I sign up for a programme for myself?
You may sign up in three ways:
     a) Directly at LHUB-CSC Microsite at www.lhub-csc.com;
     b) Hyperlink through CSC’s website at https://www.cscollege.gov.sg will direct you to the LHUB microsite for registration; or
     c) Via HRMS if you are a HRMS user

Signing up directly via LHUB-CSC Microsite/ via hyperlink on CSC’s website
     a) Sign up for a LHUB-CSC account
        i. Fill in the details as below to sign up and click “Sign up”.
           Please use your official government issued email address as personal email addresses will not be accepted.
           You only need to fill up the billing officer’s details if it is different from your training coordinator (TC).
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        ii. An activation code will be sent to your office email. Key in the activation code and click “Submit”. You will now be logged in to the NTUC-CSC microsite.
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b) Browse and register for programme
        i. After logging into the LHUB-CSC Microsite, you will be brought to the “Our Courses” page. Here, you may browse and select your desired course.
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        ii. After selecting the course, you will be presented with the available course dates. Select your desired date by clicking “Register Now”.
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        iii. Please ensure that you have sought prior approval from your training coordinator (TC). (Note: Your TC will receive a notification of your application.
             If LHUB does not hear from your TC three weeks before the course starts, LHUB will proceed with your registration).
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        iv. You're done!
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Signing up via HRMS Via HRMS if you are a HRMS user
     a) Log in to HRMS and search for the programmes using the new HRMS course code.
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     b) The new course code is required by Vital to differentiate between CSC and LHUB as a training provider.
         Please see the table for the HRMS code for these 14 courses.
NEW HRMS Course Code Course Code Programme Titles
NUSE12 CSE12 Supervising & Coaching Staff for Service Excellence
NUDC23 HDC23 Influencing and Diffusing Skills for Difficult Customer Situations
NUCR10 ICR10 Internal Customer Service - Improving Internal Relations for Service Delivery
NUSE10 MSE10 A Systemic Approach to Managing and Implementing Service Excellence
NUIC13 PIC13 Creating Positive First Impressions In Customer Service
NUML10 SML10 Service Motivation and Leadership
NUQM10 SQM10 SQ Role Model - Exemplifying Excellence in Customer Service
NURM12 SRM12 The Art of Service Recovery
NUVC13 SVC13 Becoming a Service Superstar - Bringing Out the Service Champion in You
NUDC10 WDC10 Winning Over Difficult Customers in the Public Sector - Defusing their Hostility
NUR123 3R123 3Rs Module 1: Getting a Global Mindset
NUR223 3R223 3Rs Module 2: Finding Opportunities to Make a Difference
NUR323 3R323 3Rs Module 3: Oops! More Value Add Qualities Needed
NUR423 3R423 3Rs Module 4: Thriving and Communicating in the Changing Workplace
 
 
 
  Registration of Officers by Training Coordinator/ HR Representative  
 
 
  16. How do I as a TC/ HR Representative register my officers for a programme?
You may register your officers in two ways:
     a) Submitting the “Participants Course Registration” list directly to LHUB;
     b) Via HRMS if your agency is on HRMS

Submitting the “Participants Course Registration” list to LHUB
     i) Download the Participant Course Registration form via the respective programme page
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     ii) Fill in the required information for an individual or for multiple officers and return the completed form to CSCEnquiry@ntuclearninghub.com.
         LHUB will then process the registration.

Via HRMS
     i) You may continue to register your participants on HRMS using the new course codes below:
NEW HRMS Course Code Course Code Programme Titles
NUSE12 CSE12 Supervising & Coaching Staff for Service Excellence
NUDC23 HDC23 Influencing and Diffusing Skills for Difficult Customer Situations
NUCR10 ICR10 Internal Customer Service - Improving Internal Relations for Service Delivery
NUSE10 MSE10 A Systemic Approach to Managing and Implementing Service Excellence
NUIC13 PIC13 Creating Positive First Impressions In Customer Service
NUML10 SML10 Service Motivation and Leadership
NUQM10 SQM10 SQ Role Model - Exemplifying Excellence in Customer Service
NURM12 SRM12 The Art of Service Recovery
NUVC13 SVC13 Becoming a Service Superstar - Bringing Out the Service Champion in You
NUDC10 WDC10 Winning Over Difficult Customers in the Public Sector - Defusing their Hostility
NUR123 3R123 3Rs Module 1: Getting a Global Mindset
NUR223 3R223 3Rs Module 2: Finding Opportunities to Make a Difference
NUR323 3R323 3Rs Module 3: Oops! More Value Add Qualities Needed
NUR423 3R423 3Rs Module 4: Thriving and Communicating in the Changing Workplace
 
 
 
  Administrative Matters for Training Coordinator/ HR Representative to Note  
 
 
  17. TC MODULE
There is no TC Module for the CSC-LHUB Microsite. Hence, the following function will not be available:
  •    Tracking status of application by TC. Users can still check the status of their registration in directly under the “My Courses” module.
Faq_download_cert

  •    Registering on behalf of officers through the TC account. However, you may register your officers by filling up the “Participants Course Registration” list and send to CSCEnquiry@ntuclearninghub.com. LHUB will process the accounts creation and register your officers for the course.
 
 
 
  18. NOTIFICATIONS
You will not be notified if your officer clicks “No” when the system prompts “Has your training coordinator approved your registration for this programme?”. When your officer clicks “No”, they will remain on the last page they have visited.

However, you will be notified under the following circumstances:
  • Your officers have submitted a training request successfully; or
  • The training request has been cancelled; or
  • The training request has been confirmed; or
  • You have informed LHUB to reject an officer’s training request
 
 
 
  19. TRAINING HOURS
Applications done through HRMS will capture individual’s training hours
 
 
 
  20. CLASS CONFIRMATION
You will be notified of the confirmation of the class 2 weeks before the start of the programme.
 
 
 
  21. BILLING
LHUB will bill agencies directly after the programme ends, with a payment term of 30 days.
Please email CSCEnquiry@ntuclearninghub.com for payment queries or contact your LHUB Account Manager
 
 
 
  22. CERTIFICATES OF ACCOMPLISHMENT
As long as participants have attained at least 75% attendance for the class, they will receive a certificate of accomplishment. Upon verification by LHUB, Certificates can be obtained in the following ways:

   a) Automatically sent to participant 3 days after the course ends.
   b) Participants may also download their certificates through the LHUB-CSC Microsite:

      i) Login to LHUB-CSC Microsite and
      ii) Go to my “My Account” > “My Courses” to download their certificate of accomplishment
Faq_download_cert
 
 
 
  23. INFORMATION ON ATTENDANCE
LHUB is able to generate information on the number of officers who have attended these CSC training programmes. However, this will only be done on a special request basis.
 
 
 
  24. TRAINING VENUE
All CSC programmes licensed to LHUB will be conducted at a central location, near to MRT Stations.
 
 
 
  NTUC LearningHub Contact Details  
 
 
  25. Please contact LHUB at CSCEnquiry@ntuclearninghub.com for all enquiries on
  •    In-house arrangements
  •    Technical difficulties
  •    Feedback on training
 
 
 
  About CSC-LHUB Partnership  
 
 
  26. Why does CSC want to license out the programme?
The licensing initiative stemmed from the need to optimise resources across the entire value-chain in CSC. With the new partnership with LHUB, we will continue to provide a good customer experience (i.e. course administration, course delivery and service recovery) for participants and agencies.
 
 
 
  27. Why NTUC LearningHub (LHUB)?
LHUB was selected after a rigorous selection process, which included a site visit and evaluation of their existing end-to-end operations process to ensure that they are able to cope with the volume of learners for the 14 outsourced programmes.

LHUB is a credible and reputable training provider for 34 years. They have good track records and relevant experience in the provision of similar services. LHUB also offers a large number of public run programmes, and has experience partnering other organisations in the licensing model, having co-branded with partners such as Disney Institute, Microsoft and John C Maxwell Company.

Additionally, it has training centers across Singapore that are conveniently accessible via public transport, e.g. Bras Basah MRT and City Hall MRT. They are also able to obtain rooms among the private Institute of Higher Learning around the central part of Singapore, which will benefit CSC’s learners.
 
 
     
 
  Mail_icon   CSCEnquiry@ntuclearninghub.com