CXVOC-PS · PUBLIC SECTOR EDITION

Certified VoC Practitioner (Public Sector)

2-day ICXI-certified VoC programme reframed for government, councils, the NHS and other public bodies, building the competence to listen to, hear and act for citizens.

2

DAYS

10

SECTIONS

48

QUESTION EXAM

5

WORKSHOP TASKS

Citizens are not customers

Certified VoC Practitioner, Public Sector Edition (CXVOC-PS) is the 2-day ICXI-certified VoC qualification reframed throughout for government, councils, the NHS and other public bodies. The core curriculum, learning outcomes and certification standard are the same as the standard CXVOC; what changes is the framing, the case material, the channels, the metrics, the governance model, the equity discipline and the regulatory environment. Citizens are not customers, but they have an experience, they often cannot switch providers, and some are systematically harder to hear. Listening to them is a democratic obligation, an equity duty and a demand-management discipline.

2 days

10 sections, Northfield case study

In-person or virtual

Or hybrid, typically 8 to 20 delegates

48-question exam

Plus 10 public-sector questions

VoC Practitioner

Same ICXI credential as CXVOC

The two-day agenda

Ten sections: VoC foundations, strategy and research methods on Day 1, then analysis, action and programme excellence on Day 2, with the Northfield Metropolitan Borough Council case study throughout.

Day 1 · Foundations, Strategy & Methods

D1

Introduction to VoC in Government

VoC in the public-sector context, defining the customer in government, the 5-category stakeholder model, the VoC ecosystem and maturity levels.

D1

The Public Sector Case for VoC

Democratic accountability, policy effectiveness, demand management, public trust and statutory compliance.

D1

Public-Sector Feedback Channels

Formal consultations, complaints and Ombudsman data, FOI patterns, elected member casework, public meetings and digital analytics.

D1

Public Sector VoC Metrics

Citizen satisfaction, trust and confidence, service accessibility, complaint resolution, democratic engagement and equity indicators.

D1

Survey Design with Equity at the Centre

Surveys that do not exclude: the digitally excluded, language and literacy barriers, vulnerable users, young people and rural communities.

Day 2 · Analysis, Action & Excellence

D2

Analysing Public-Sector VoC

Text analytics on consultation responses, complaint root-cause analysis, FOI pattern analysis and councillor casework as a data source.

D2

Citizen Journey Mapping with VoC

Citizen-perspective, cross-departmental and vulnerability-aware mapping, with the Northfield Housing Repair journey.

D2

Closing the Loop in Government

Tactical, operational and strategic loops, with the strategic loop running through scrutiny, cabinet and public reporting: you said, we did.

D2

Public Sector VoC Governance

Political leadership, scrutiny committees, cross-departmental coordination, FOI-aware transparency, co-production and public reporting.

D2

VoC Technology & Future Trends in Government

Public-sector VoC platforms, AI in citizen voice, emerging trends and procurement aligned to AICXS2025 and GDS guidelines.

D2

Course Examination

48 core multiple-choice questions in 60 minutes plus 10 public-sector questions in 15 minutes, closed book, 70% to pass.

Who it is for, and what you gain

Who should attend

  • Heads of Customer Service, Heads of Insight and CX practitioners in central government, councils, NHS bodies and agencies
  • Complaints leads, ombudsman liaison teams and customer experience managers
  • Consultation and engagement leads responsible for statutory consultation
  • Communications, engagement and co-production leads working with citizens directly
  • Scrutiny support officers, audit and policy leads using citizen feedback in oversight
  • Quality, equality, diversity and inclusion practitioners
  • Consultants and partner-firm staff designing or auditing public-sector VoC programmes

What you will leave with

  • VoC adapted to public-sector realities: multiple customers, no competition, democratic accountability
  • A 5-category stakeholder model (citizens, service users, businesses, intermediaries, internal) applied to your organisation
  • The channels unique to the public sector: consultations, complaints and Ombudsman data, FOI patterns, member casework
  • A public-sector metrics architecture that goes beyond NPS, including trust and confidence and equity indicators
  • A method for hearing seldom-heard voices
  • A public-sector VoC governance model, from political leadership and scrutiny to co-production
  • A diagnosis and target-state plan applied to the Northfield case study
  • The same ICXI-certified Certified VoC Practitioner credential as the standard CXVOC

How it fits the Academy pathway

Certified VoC Practitioner (Public Sector) is the public-sector edition of the Certified VoC Practitioner and leads to the same ICXI credential. Public-sector experience in CX, insight, research, customer services, complaints, transformation or operations is expected, and the CX Foundation Course is recommended beforehand. Related programmes include Citizen Experience in Public Service (CXFLG), Responsible AI in CX (Public Sector), the CX Executive Masterclass and the CX Professional Diploma.

Book a place on Certified VoC Practitioner (Public Sector)

Book a seat on a public cohort, arrange an in-house CXVOC-PS programme for a council, NHS body, agency or department, or discuss a tailored multi-cohort rollout.

Frequently asked questions

Public-sector practitioners who listen to citizens: heads of customer service, insight and CX in central government, councils, NHS bodies and agencies; complaints and ombudsman liaison teams; consultation, engagement and co-production leads; scrutiny, audit and policy leads; equality, diversity and inclusion practitioners; and consultants designing or auditing public-sector VoC programmes.

Two days of ten sections, delivered in-person, virtually or hybrid to groups of typically 8 to 20 practitioners, often as a closed cohort for one department or authority. The Northfield Metropolitan Borough Council case study runs across both days.

By the standard CXVOC examination, 48 multiple-choice questions in 60 minutes, closed book, plus 10 public-sector questions in 15 minutes, with a 70% pass mark and full attendance of both days. One re-sit is available at no extra cost.

Map your stakeholders across the five categories, use public-sector channels such as consultations, complaints, FOI patterns and councillor casework, measure trust, accessibility and equity as well as satisfaction, hear seldom-heard voices, close the loop through democratic structures, and set up VoC governance that withstands scrutiny.

The core curriculum, learning outcomes, pass mark and credential are the same as the standard CXVOC. What changes is the framing, the Northfield council case study, the channels, the metrics, the governance model and the equity discipline, all built for public bodies where citizens often cannot switch providers.

It is the public-sector edition of the Certified VoC Practitioner and awards the same ICXI credential. The CX Foundation Course is recommended beforehand, and related programmes include Citizen Experience in Public Service (CXFLG), Responsible AI in CX (Public Sector) and the CX Professional Diploma.