GCXMA · GOVERNMENT EDITION

Government CX Maturity Assessment

3-day certification programme that develops expert assessment, diagnostic and reporting capability for citizen experience in government, councils, the NHS and other public bodies.

3

DAYS

12

CX PILLARS

120

INDEX QUESTIONS

48

QUESTION EXAM

Citizens cannot switch providers

The Government CX Maturity Assessment (GCXMA) is the public-sector edition of the ICXI CX Excellence Maturity Assessment: the same 3-day structure, EEI CX Index methodology and 12-pillar framework, reframed for government, council, NHS and other public-body delivery. Citizens cannot switch providers, and that changes how an assessment must be designed, evidenced and reported. The programme is calibrated for public-sector evidence: governance documents, scrutiny minutes, complaints and ombudsman data, service charters, FOI patterns and the political environment in which public-body CX plays out.

3 days

12 pillars, 120 questions

In-person or virtual

Or hybrid, typically 8 to 18 delegates

48-question exam

60 minutes, closed book, 70% to pass

ICXI Certification

Government CX Maturity Assessment

The three-day agenda

Assessment foundations and Pillars 1 to 4, assessment in practice and Pillars 5 to 8, then assessment mastery, Pillars 9 to 12, reporting and the certification examination, all reframed for the public sector.

Days 1–2 · Foundations & Assessment in Practice

D1

Scoping the Government Assessment

Discovery conversations, political stakeholder mapping, brief taking and scrutiny-aware assessment scoping.

D1

The EEI CX Index: Government Edition

The 12 pillars, the QERE methodology, the 5-level scoring scale and evidence discipline in public bodies.

D1

Pillars 1 & 2: Leadership & Citizen Centricity

CX Leadership & Governance and Citizen Centricity & Public Service Intent, with worked diagnostics in a government context.

D1

Pillars 3 & 4: Citizen Insights & Service Design

Citizen Insights & Intelligence and Service Design & Innovation, with consultation, complaints and FOI as evidence.

D2

Running the Government Assessment

Evidence gathering, scoring calibration, gap analysis and challenge questioning in a political environment.

D2

Pillars 5 & 6: Citizen Journeys & Omni-Channel

Citizen Journey Management and Omni-Channel Service Delivery, with cross-departmental journeys and accessibility.

D2

Pillars 7 & 8: Public Value & Culture

Public Value, Efficiency & Impact and Culture & Employee Experience, with demand reduction and the civil servant experience.

D2

Calibration Workshop: Pillars 1 to 8

Group calibration on a public-sector worked case, political-deference bias and FOI-aware scoring.

Day 3 · Assessment Mastery

D3

Pillars 9 & 10: Operations & AI

Service Operations & Excellence and AI, Automation & Citizen Access, with statutory operations and AICXS2025 alignment.

D3

Pillars 11 & 12: Trust & Citizen Confidence

Fairness, Transparency & Trust and Citizen Confidence & Long-Term Impact, with the Equality Act, the Public Sector Equality Duty and sustained public trust.

D3

Reporting & Presenting Findings

Report writing for senior civil servants and elected members, FOI-aware drafting and a three-horizon roadmap.

D3

Certification Examination

48 multiple-choice questions across all 12 pillars, 60 minutes, closed book, 70% to pass (34 of 48).

Who it is for, and what you gain

Who should attend

  • Senior public-sector CX, citizen experience and transformation practitioners
  • Internal auditors, scrutiny support officers and quality leads in central government, councils, the NHS and agencies
  • Public-sector consultants and partner-firm staff specialising in citizen experience assessment
  • Citizen experience leads at organisations seeking ICXI certification
  • Cross-departmental CX leads working on shared services and government-wide capability

What you will leave with

  • Mastery of the EEI CX Index Government Edition, applied to citizen experience across 12 pillars
  • Working command of the 5-level maturity scale, from Absent to Advanced, calibrated to public-sector evidence
  • Practical capability scoping a public-sector assessment: political stakeholder mapping, departmental brief taking and scrutiny-aware design
  • End-to-end ability to assess a public body, using service charters, complaints, FOI patterns and councillor casework as evidence
  • Consulting-grade reporting that withstands FOI exposure, parliamentary scrutiny and audit challenge
  • The ICXI Government CX Maturity Assessment Certification

How it fits the Academy pathway

Government CX Maturity Assessment is the public-sector edition of the CX Excellence Maturity Assessment. Public-sector experience in CX, transformation, quality or assessment roles is expected, and the CX Foundation Course, Employee Experience for CX Leaders (EXCXL) or CX Consulting Professional (Public Sector) is recommended before you join. Related public-sector programmes include the Government EX Excellence Maturity Assessment (GEXMA), Government CX Assessor Training (GCXA), the Certified VoC Practitioner (Public Sector) and Responsible AI in CX (Public Sector). Certified assessors join an active ICXI government CX assessor community for ongoing CPD and peer support. If you want ICXI to assess your organisation rather than train your own assessors, see the Customer Experience Assessment.

Book a place on Government CX Maturity Assessment

Book a seat on a public cohort, arrange an in-house GCXMA cohort for a department, council or partner firm, or ask about the partner-licensed GCXMA delivery pathway.

Frequently asked questions

Senior public-sector practitioners who assess citizen experience: CX, citizen experience and transformation practitioners; internal auditors, scrutiny support officers and quality leads in central government, councils, the NHS and agencies; public-sector consultants and partner-firm staff; citizen experience leads at organisations seeking ICXI certification; and cross-departmental CX leads working on shared services.

The course is three days, delivered in-person, virtually or hybrid to groups of typically 8 to 18 delegates, often as a closed cohort for a department or partner firm. Day 1 covers assessment foundations and Pillars 1 to 4, Day 2 covers assessment in practice and Pillars 5 to 8, and Day 3 covers Pillars 9 to 12, reporting and the certification examination.

By a written examination on the afternoon of Day 3: 48 multiple-choice questions, four for each of the 12 pillars, in 60 minutes, closed book. The pass mark is 70% (34 of 48), and successful candidates earn the ICXI Government CX Maturity Assessment Certification.

Scope a public-sector CX assessment with political stakeholder mapping, run an EEI CX Index assessment of a public body using evidence such as service charters, complaints, FOI patterns and councillor casework, and write reports that withstand FOI exposure, parliamentary scrutiny and audit challenge.

Citizens cannot switch providers, public bodies work under political accountability, statutory duties and FOI exposure, and public value replaces revenue as the measure of impact. GCXMA reframes all 12 pillars for that reality, from the Equality Act and the Public Sector Equality Duty to the independence assessors must keep under political pressure.

It is the public-sector edition of the CX Excellence Maturity Assessment (CXEMA). The CX Foundation Course, EXCXL or CX Consulting Professional (Public Sector) is recommended first, and related programmes include the Government EX Excellence Maturity Assessment (GEXMA) and Government CX Assessor Training (GCXA).