GCXA · GOVERNMENT ASSESSORS

Accredited Government CX Assessor Training

2-day accreditation programme that qualifies ICXI assessors to evaluate public-sector organisations against the ICXS2024 Customer Experience Standard, applied to citizen experience.

2

DAYS

8

MODULES

7

ICXS SECTIONS

1,000

POINTS

Consistency is justice to every public body

The ICXI Accredited Government CX Assessor Training (GCXA) is a 2-day programme that qualifies professionals to assess public-sector organisations against the ICXS2024 International Customer Experience Standard, applied in the citizen experience context. It is the public-sector counterpart of the ICXI Accredited Assessor Training, with the same evidence discipline and governance, reframed for government, council, NHS and other public-body delivery. Public bodies operate under political accountability, statutory compliance and FOI exposure, so scores rest on verified evidence, never on ministerial statements, manifesto commitments or political promises.

2 days

09:00 to 15:00 daily

In-person or virtual

Or hybrid, typically 6 to 18 delegates

Case-study assessment

Scoring and moderation on Day 2

Training Certificate

Pathway to full authorisation

The two-day agenda

Eight modules: assessor philosophy, the standard, evidence and scoring on Day 1, then conducting, reporting, governance and a moderated case study on Day 2.

Day 1 · Foundations & Methodology

D1

The Assessor Philosophy & Role (Government)

Independent evaluator, calibrated scorer and quality reporter, ISO 19011 competencies, and resisting political pressure.

D1

Understanding ICXS2024 as a Standard

The 7 sections, the 5Ps adapted for government, the 1,000-point framework, Minimum Requirement Criteria and certification levels.

D1

Evidence Not Opinion

Documentary, testimonial and observational evidence in government, the Real, Relevant, Representative, Recent test, and why ministerial statements are not evidence.

D1

Scoring With Confidence

The 5-tier ICXS scoring approach, risk flags, calibration across public bodies and the six common public-sector scoring errors.

Day 2 · Application & Governance

D2

Conducting a Government Assessment

Pre-assessment planning, the opening meeting with senior public servants, evidence collection, structured interviewing and the closing meeting.

D2

Online Reporting Assessment Output

The six-part report, OFI statements, the risk flag register and FOI-aware drafting.

D2

Certification Readiness & Governance

Performance levels for public bodies, borderline cases and escalation, moderation as governance and the certification lifecycle.

D2

Practical Case Study & Moderation

Individual scoring, group moderation and calibration on a public-sector case, including political-deference bias.

Who it is for, and what you gain

Who should attend

  • Senior public servants moving into citizen experience assessment roles
  • Internal auditors and quality leads in central government, councils, NHS bodies and agencies
  • Partner-firm staff licensed to deliver ICXI assessments to public-sector clients
  • Consultants and advisory practitioners specialising in public-sector CX and government transformation
  • Citizen experience leads from organisations preparing for ICXS certification

What you will leave with

  • The ICXI assessor philosophy in a government context, and the political and ethical pressures that make it non-negotiable
  • The ICXS2024 architecture applied to government: 7 sections, the 5Ps, the 1,000-point framework and the Minimum Requirement Criteria
  • The evidence-not-opinion discipline for public-sector evidence, with the four-question evidence test
  • Consistent use of the 5-tier ICXS scoring framework across public bodies of any size or political control
  • Practical skills for an end-to-end government assessment, from planning to the closing meeting
  • Assessment reports that withstand FOI exposure, scrutiny challenge and media interest
  • The certification lifecycle for public bodies and how moderation protects assessors and the standard
  • The ICXI Government Assessor Training Certificate, with a pathway to full authorisation

How it fits the Academy pathway

Government CX Assessor Training is the public-sector counterpart of ICXI Accredited Assessor Training. Public-sector experience in CX, citizen experience, quality, audit or assessment roles is expected, and the CX Professional Diploma or equivalent is recommended. The training certificate is the first step: full authorisation as an ICXI Accredited Government Assessor requires a supervised live assessment, ongoing moderation and CPD. Related programmes include Citizen Experience in Public Service (CXFLG), the Certified VoC Practitioner (Public Sector), Responsible AI in CX (Public Sector) and CX Consulting Professional.

Book a place on Government CX Assessor Training

Book a seat on a public cohort, arrange an in-house GCXA cohort for a public-sector partner firm, or discuss the partner-licensed government assessor pathway.

Frequently asked questions

Professionals who will assess public-sector organisations, as accredited external assessors or in departmental self-assessment: senior public servants moving into assessment roles; internal auditors and quality leads in central government, councils, NHS bodies and agencies; partner-firm staff licensed to deliver ICXI assessments; public-sector consultants; and citizen experience leads preparing for ICXS certification.

Two days, 09:00 to 15:00, delivered in-person, virtually or hybrid to groups of typically 6 to 18 delegates, often as a closed cohort for a department or partner firm. Day 1 covers foundations and methodology; Day 2 covers application and governance.

Through a practical case-study scoring and moderation exercise on Day 2: individual scoring, group moderation, then debrief and calibration against reference scores. Completion earns the ICXI Government Assessor Training Certificate.

Apply the ICXS2024 Standard and its 5Ps to a public body, test evidence as Real, Relevant, Representative and Recent, score consistently on the 5-tier scale regardless of a body’s size or political control, run an assessment from planning to closing meeting, and write reports that withstand FOI, scrutiny and media interest.

Citizens cannot switch providers, and public bodies operate under political accountability, statutory compliance and FOI exposure. Assessors must withstand pressure from elected members, departmental politics and the media, so the course trains political-pressure resistance and treats ministerial statements and manifesto commitments as intent, not evidence.

It is the public-sector counterpart of ICXI Accredited Assessor Training. The CX Professional Diploma or equivalent is recommended first, and the training certificate leads to full ICXI Accredited Government Assessor authorisation after a supervised live assessment, ongoing moderation and CPD.