CX Validation
The Foundation’s External CX Assessments deliver
01
Impartial Evaluation
An unbiased review of government agencies’ CX efforts and internal maturity, free from internal or external influence.
02
Actionable Insights
Objective feedback that empowers government agencies to enhance their CX strategies and align with global best practices.
03
Enhanced Recognition
A credible, third-party validation of internal assessments to enhance trust and accountability.
”The Foundation plays a crucial role in ensuring the integrity, objectivity, and credibility of the assessment process. The Foundation assessment team adheres to a strict governance framework and a Code of Conduct to maintain the highest professional standards in these assessments.
Governance Framework for External Assessments
To safeguard the impartiality and transparency of the External CX Assessment process, the Foundation enforces the following key principles:
Engagement Independence
- Members of the International Consortium assigned to assess a specific government agency must have no prior professional engagements or affiliations with the agency within the preceding two years.
- Consortium members conducting an assessment must commit to refraining from any future engagements or affiliations with the agency for at least two years following the conclusion of the assessment.
Exclusive Conduct of Assessments
- External CX Assessments are exclusively conducted by designated members of the International Consortium.
- Government agencies are prohibited from performing external assessments independently or through affiliated partners.
Logistical Support and Neutrality
- Government agencies may enlist external partners to provide logistical support, such as travel coordination or administrative assistance for Consortium members.
- Agencies must notify the Foundation in advance of any such arrangements to ensure that appropriate measures are taken to safeguard the impartiality of the process.
Prohibition of Influence
- Government agencies may enlist external partners to provide logistical support, such as travel coordination or administrative assistance for Consortium members.
- Agencies must notify the Foundation in advance of any such arrangements to ensure that appropriate measures are taken to safeguard the impartiality of the process.
Code of Conduct for Assessors
Assessors are required to uphold the Code of Conduct, which reflects the high ethical and professional standards expected of them. This code ensures that assessors:
Maintain Integrity
- Serve as ambassadors for CX excellence, embodying the values of the Foundation and its commitment to professional integrity.
Remain Impartial
- Base all decisions on factual evidence and maintain objectivity throughout the assessment process.
Respect Confidentiality
- Safeguard all information obtained during the assessment process, limiting discussions to authorized parties only.
- Avoid Conflicts of Interest
- Proactively declare any existing or potential conflicts that could compromise the integrity of the assessment.
Refrain from Accepting Gifts
- Decline any offers of gifts, favors, or other gestures of goodwill from the agency being assessed.
Destroy Sensitive Material
- Follow the Foundation’s directives on the destruction of all notes and documents post-assessment.
Abstain from Post-Assessment Communication
- Avoid arranging meetings or communications with agency representatives after the assessment process concludes.
”By leveraging this comprehensive and independent process, government agencies can foster continuous improvement, reinforce public trust, and elevate their CX standards to a global benchmark.
