CXMA-PS · PUBLIC SECTOR EDITION

CX Measurement & Analytics (Public Sector)

2-day practitioner certification that builds end-to-end capability in citizen-experience measurement, from Voice of the Citizen and complaints intelligence to value-for-money modelling and dashboards for democratic accountability.

2

DAYS

9

MODULES

30

QUESTION EXAM

0

PREREQUISITES

Evidence, value and accountability

The Certified CX Measurement & Analytics Practitioner, Public Sector Edition (CXMA-PS) is a 2-day ICXI practitioner-specialist programme that converts citizen-experience data into evidence, value and accountability. It is built for councils, central government departments, NHS bodies, blue-light services, regulators and other public bodies whose measurement obligations are not commercial but democratic. Every concept is applied to the Meridian Borough Council case study, which runs across both days. Without measurement, improvement is guesswork, and guesswork wastes public money.

2 days

09:00 to 15:00 daily

Classroom or live virtual

Tutor-led, with a live case study

30-question exam

40 minutes, 70% to pass

CXMA-PS Practitioner

ICXI-certified, no prerequisites

The two-day agenda

Nine modules: the foundations of citizen-experience measurement on Day 1, then advanced analytics and action on Day 2, closing with the Meridian case study and the exam.

Day 1 · Measurement Foundations

D1

The Measurement Imperative in Public Services

The measurement ecosystem, leading and lagging indicators, vanity versus actionable metrics, failure demand and measurement maturity.

D1

Core CX Metrics for the Public Sector

Satisfaction, Citizen Effort, cost-to-serve, complaints and Ombudsman cost, SROI and democratic accountability metrics.

D1

Voice of the Citizen Programmes

Solicited, unsolicited, observed and inferred insight, seldom-heard voices, and closing the inner, outer, strategic and democratic loops.

D1

Citizen Journey Measurement & Touchpoint Analytics

Journey versus touchpoint measurement, channel performance, digital exclusion and assisted digital.

D1

Complaints Intelligence, Ombudsman & Root Cause Analysis

Stage 1 and Stage 2 complaints, the LGSCO, member enquiries, Five Whys, Fishbone and Pareto.

Day 2 · Advanced Analytics & Action

D2

Text Analytics & Sentiment Analysis in Public Services

Topic modelling, keyword extraction, intent detection, sentiment and emotion analysis, with safeguarding-aware interpretation.

D2

CX Dashboards, Data Visualisation & Public Accountability

Dashboards for cabinet, service managers, the frontline and the public, visualisation best practice and democratic accountability.

D2

Value-for-Money Analytics & SROI

The economics of citizen experience, failure-demand cost, SROI proxies and the four-step value-for-money business case.

D2

Predictive Analytics, Early Intervention & Measurement Culture

Demand, escalation and vulnerability prediction, early-warning systems, and ethics, bias, GDPR and human-in-the-loop decisions.

D2

Meridian Case Study & CXMA-PS Examination

The cohort builds a dashboard-led improvement and accountability plan, then sits 30 multiple-choice questions in 40 minutes (70% to pass).

Who it is for, and what you gain

Who should attend

  • Citizen-experience, performance and insight leads in local government, central government and NHS bodies
  • Complaints managers, complaints teams and information-rights officers handling complaints, FOI and Ombudsman casework
  • Transformation, digital and customer-services managers driving channel shift and service improvement
  • Strategy, policy and commissioning officers using citizen evidence in decisions and budgets
  • Democratic services, scrutiny and member-support staff briefing elected members
  • Public-sector consultants and partner staff supporting CX, measurement and analytics work

What you will leave with

  • The right CX metrics for public services, including failure demand, cost-to-serve, SROI and democratic accountability metrics
  • Voice of the Citizen programmes that hear seldom-heard voices and close all four feedback loops
  • Journey measurement across departmental boundaries, spotting where touchpoints score well but the journey fails
  • Complaints, FOI and Ombudsman data turned into a strategic intelligence asset
  • Text and sentiment analytics at scale, with safeguarding-aware interpretation
  • Dashboards for cabinet, service managers, the frontline and the public, and a value-for-money business case
  • The ICXI Certified CX Measurement & Analytics Practitioner (Public Sector) credential

How it fits the Academy pathway

CX Measurement & Analytics (Public Sector) is the public-sector edition of CX Measurement & Analytics, calibrated for councils, central government, the NHS, blue-light services and regulators. There are no prerequisites; for those new to CX, the CX Foundation Course is the starting point, and CXMA-PS leads on to the five-day CX Professional Diploma. Related public-sector programmes include the Government CX Maturity Assessment, the Certified VoC Practitioner (Public Sector), Responsible AI in CX (Public Sector) and CX Consulting Professional (Public Sector).

Book a place on CX Measurement & Analytics (Public Sector)

Book a seat on a public cohort, arrange an in-house CXMA-PS cohort for your council, NHS body, central-government department, regulator or partner firm, or ask about the upgrade into the CX Professional Diploma.

Frequently asked questions

Public-sector teams who measure citizen experience: citizen-experience, performance and insight leads; complaints managers and information-rights officers handling complaints, FOI and Ombudsman casework; transformation, digital and customer-services managers; strategy, policy and commissioning officers; democratic services and scrutiny staff; and public-sector consultants and partner staff.

Two days, 09:00 to 15:00 daily including the assessment, tutor-led in a classroom or live virtual. It runs as nine modules, with the Meridian Borough Council case study, a metropolitan borough of 320,000 residents, applied across both days.

A 30-question multiple-choice examination at the end of Day 2: 40 minutes, closed book, individual and invigilated, with a 70% pass mark (21 of 30). One re-sit is available at no extra cost, and successful delegates become ICXI Certified CX Measurement & Analytics Practitioners (Public Sector).

Choose the right metrics for public services, including failure demand, SROI and democratic accountability measures; design Voice of the Citizen programmes that hear seldom-heard voices; turn complaints, FOI and Ombudsman data into intelligence; build dashboards for cabinet, managers, the frontline and the public; and make a value-for-money case for improvement.

Citizens cannot go elsewhere, so high effort drives democratic dissatisfaction rather than market switching. Every example, metric and exercise is grounded in council, NHS, central government and blue-light contexts, and dashboards, transparency and public reporting are treated as first-class outputs for democratic accountability.

It is the public-sector edition of CX Measurement & Analytics. There are no prerequisites, the CX Foundation Course is the starting point for those new to CX, and the CX Professional Diploma is the upgrade pathway.