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.
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
- D1Scoping the Government Assessment
Discovery conversations, political stakeholder mapping, brief taking and scrutiny-aware assessment scoping.
- D1The EEI CX Index: Government Edition
The 12 pillars, the QERE methodology, the 5-level scoring scale and evidence discipline in public bodies.
- D1Pillars 1 & 2: Leadership & Citizen Centricity
CX Leadership & Governance and Citizen Centricity & Public Service Intent, with worked diagnostics in a government context.
- D1Pillars 3 & 4: Citizen Insights & Service Design
Citizen Insights & Intelligence and Service Design & Innovation, with consultation, complaints and FOI as evidence.
- D2Running the Government Assessment
Evidence gathering, scoring calibration, gap analysis and challenge questioning in a political environment.
- D2Pillars 5 & 6: Citizen Journeys & Omni-Channel
Citizen Journey Management and Omni-Channel Service Delivery, with cross-departmental journeys and accessibility.
- D2Pillars 7 & 8: Public Value & Culture
Public Value, Efficiency & Impact and Culture & Employee Experience, with demand reduction and the civil servant experience.
- D2Calibration Workshop: Pillars 1 to 8
Group calibration on a public-sector worked case, political-deference bias and FOI-aware scoring.
Day 3 · Assessment Mastery
- D3Pillars 9 & 10: Operations & AI
Service Operations & Excellence and AI, Automation & Citizen Access, with statutory operations and AICXS2025 alignment.
- D3Pillars 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.
- D3Reporting & Presenting Findings
Report writing for senior civil servants and elected members, FOI-aware drafting and a three-horizon roadmap.
- D3Certification 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.
Related courses.
Academy · 5 days
CX Consulting Professional
The ICXI certification for consultants who design, lead and deliver CX engagements: the 12 CX Pillars, the CX Excellence Index and the 5D Consulting Framework.
Academy · 5 days
CX Consulting Professional: Public Sector
The public-sector edition of CXCP, reframed for citizen experience, public value and democratic accountability.
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EX Excellence Maturity Assessment
Expert assessment and diagnostic capability for employee experience, using the EEI EX Index: 12 strands, 120 QERE questions and a 1-5 maturity scale.
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
Who is Government CX Maturity Assessment for?
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.
How long is the course and how is it delivered?
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.
How is the course assessed?
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.
What will I be able to do afterwards?
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.
Why a government edition?
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.
How does it fit ICXI's other courses?
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).