CXPSG · PUBLIC SECTOR & GOVERNMENT

CX Practitioner (Public Sector & Government)

2-day practitioner certification that builds end-to-end citizen-experience capability, from public value and trust through journey mapping and Voice of Citizen to service design, complaints recovery and the business case.

2

DAYS

9

MODULES

30

QUESTION EXAM

0

PREREQUISITES

Two days, nine modules, one credential

The Certified CX Practitioner, Public Sector & Government (CXPSG) is a 2-day ICXI practitioner-specialist programme that equips public-sector practitioners to deliver citizen experience as a professional discipline. It is built for councils, central government departments, NHS bodies, blue-light services, regulators, agencies and devolved administrations, where experience is governed not by the market but by public value, statutory rights and democratic legitimacy. Citizen experience is every interaction a citizen has with public services, shaped not only by outcomes but by how they were treated, heard and respected.

2 days

09:00 to 15:00 daily

Classroom or live virtual

Tutor-led, with live workshops

30-question exam

40 minutes, 70% to pass

CXPSG Practitioner

ICXI-certified, no prerequisites

The two-day agenda

Nine modules: foundations and understanding citizens on Day 1, then designing and delivering excellence on Day 2, closing with the exam.

Day 1 · Foundations & Understanding Citizens

D1

The Citizen Experience Imperative

Why CX defines modern government, declining trust, the societal cost of poor service, and the move from transactional to relational.

D1

Public Value, Trust & Citizen Rights

Moore’s Public Value Theory, the social contract, trust dimensions, Citizens’ Charters, procedural fairness and equity by design.

D1

Citizen Segmentation, Vulnerability & Inclusion

Segmentation, intersectionality, the vulnerability spectrum, digital exclusion, universal design and citizen personas.

D1

Citizen Journey Mapping

Stages, touchpoints and emotions, multi-agency journeys and the whole-life-event approach, with a group mapping workshop.

D1

Voice of Citizen & Satisfaction Measurement

VoC sources, CSAT, CES, trust indices and cNPS, complaints as intelligence, closing the loop and a one-page CX dashboard.

Day 2 · Designing & Delivering Excellence

D2

Human-Centred Design & Co-Design

Design thinking in public services, research methods, the co-production spectrum and prototyping, with a mini design sprint.

D2

Service Standards, Charters & Blueprinting

Service standards, Citizens’ Charters, service blueprints, fail points and bottlenecks, and impact and effort prioritisation.

D2

Complaints, Service Recovery & Frontline Excellence

Complaints as a right and as intelligence, the HEART model, the service recovery paradox, frontline empowerment and difficult interactions.

D2

Measurement, Performance & Building the Case

KPIs, the balanced scorecard, the economics of CX, public value metrics and a one-page business case presented to leaders.

D2

Recap & CXPSG Examination

A module-by-module recap, then 30 multiple-choice questions in 40 minutes, closed book, with 70% to pass (21 of 30).

Who it is for, and what you gain

Who should attend

  • CX, customer-services and citizen-experience practitioners in councils, central government, NHS bodies, blue-light services, regulators and agencies
  • Transformation, digital, service-design and customer-services managers improving citizen journeys end to end
  • Complaints managers, frontline supervisors and team leaders handling complaints, service recovery and difficult interactions
  • Policy, performance and insight officers using citizen evidence in service design
  • Partner consultants and external delivery staff supporting CX work for public bodies
  • Cohorts cascaded from a Citizen Experience Executive Masterclass

What you will leave with

  • Why citizen experience is the defining challenge of modern government, and how it differs from commercial CX
  • Public value, trust dimensions, citizen rights, charters and equity by design applied to service decisions
  • Citizen segmentation with attention to vulnerability, intersectionality, digital exclusion and universal design
  • End-to-end citizen journey maps, including emotions, multi-agency handoffs and whole life events
  • A Voice of Citizen programme with the right metrics, and complaints turned into intelligence
  • Human-centred design, co-design, service standards and service blueprints
  • Complaint handling with the HEART model, service recovery and a one-page CX business case
  • The ICXI Certified CX Practitioner (Public Sector & Government) credential

How it fits the Academy pathway

CX Practitioner (Public Sector & Government) is the practitioner step of the ICXI citizen-experience pathway. It follows the Citizen Experience Executive Masterclass for senior leaders, there are no prerequisites, and the five-day CX Professional Diploma is the upgrade pathway. Related public-sector programmes include CX Measurement & Analytics (Public Sector), the Certified VoC Practitioner (Public Sector), Responsible AI in CX (Public Sector) and the Government CX Maturity Assessment.

Book a place on CX Practitioner (Public Sector & Government)

Book a seat on a public cohort, arrange an in-house CXPSG cohort for your council, NHS body, department, regulator, agency or partner firm, or discuss a masterclass-plus-practitioner cascade for your whole organisation.

Frequently asked questions

Public-sector practitioners who deliver citizen experience: CX, customer-services and citizen-experience practitioners; transformation, digital and service-design managers; complaints managers, frontline supervisors and team leaders; policy, performance and insight officers; partner consultants working for public bodies; and teams cascaded from a Citizen Experience Executive Masterclass.

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 journey-mapping and design-sprint workshops, a complaints simulation and a business-case build.

A 30-question multiple-choice examination at the end of Day 2, weighted across all nine modules: 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 Practitioners (Public Sector & Government).

Frame citizen experience as a public-value and rights-based discipline, segment citizens with attention to vulnerability, map journeys across agencies, run a Voice of Citizen programme, co-design services, write service standards and blueprints, handle complaints with the HEART model, and build a one-page CX business case.

In the public sector, experience is governed by public value, statutory rights and democratic legitimacy rather than the market. Equity, access and rights are central, not optional, and citizen-centred practice is taught as a connected system rather than a set of techniques.

It is the practitioner step between the one-day Citizen Experience Executive Masterclass for senior leaders and the five-day CX Professional Diploma. There are no prerequisites, and related public-sector programmes include CX Measurement & Analytics (Public Sector) and the Certified VoC Practitioner (Public Sector).