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GovCX Certified Internal Assessor

Based on the International Model for Customer Experience in Government

Riyadh

April 2026

Abu Dhabi

Sep 2025

Ottawa

Dec 2025

Your CX Roadmap, Ready to Go

Delivering excellent public services starts long before a citizen walks through your door or visits your website. True transformation begins with how government agencies devises a CX direction, designs, and organizes itself to serve.

By the end of this training, you will have a clear roadmap for CX transformation in your agency. Know where you stand today, what to focus on next, which metrics to track, and leave with your CX strategy components nearly complete and ready for implementation.

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A Blueprint for Change

This is not a customer service training course.
It’s a complete blueprint for transforming how governments design and deliver experiences
a practical, evidence-based guide to rethinking how public institutions serve people.

Go Beyond the Frontline

The GovCX Certified Internal Assessor course takes you beyond the frontline and into the strategy, systems, and human-centered design that shape every customer experience.

  • You will learn how to set your CX priorities, adapt policies and processes, redesign services around people’s real needs.

  • You will also explore how world-class governments embed Customer Experience (CX) as a core capability that informs strategy, design, delivery, and continuous improvement.

Know Where You Stand Today

Know Where You Stand Today

A key feature of this course is empowering you to assess your organization’s CX maturity, identify strengths and gaps, and create a clear action plan for improvement.

You will receive free access to the GovCX Digital Tool, which allows you to:

Outcome: By the end of the course, you will leave with a clear roadmap for transforming customer experience within your organization.

Compass icon

Conduct a comprehensive assessment of your current CX maturity level.

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Identify strengths and gaps across strategy, governance, design, delivery, data, and culture.

Target icon

Define your future target state and generate a prioritized action plan.

Metrics icon

Monitor progress using practical metrics and automated reports.

Use A Model Built for Government

  • This certification is based on the International Model for Customer Experience in Government, the first research-backed, tailor-made global framework designed specifically for the public sector.

  • The model provides a structured and practical approach to embedding CX principles across all levels of government, from policy to service delivery.

Exclusive Participant Benefits

When you register, you’ll also gain:

  • Free access to the complete GovCX Knowledge Bank — a curated library of official guidelines, methodologies, and templates for GovCX.

  • Full access to the complete suite of GovCX Case Studies — real examples of transformation from leading governments around the world.

  • Free access to the GovCX Digital Tool — to start assessing and improving your organization long after the course ends.

By the End of the Course, You Are Ready To:

  • Build a CX strategy that drives measurable organizational change.

  • Apply human-centered design to reimagine end-to-end service journeys.

  • Use data and insights to inform better service improvement policy and decision-making.

  • Equip teams to deliver experiences that are clear, efficient, and genuinely human.

  • Conduct a maturity self-assessment and create a step-by-step improvement plan.

Who Should Attend

This course is designed for:

  • Senior public officials leading service delivery reform.

  • Heads of digital transformation.

  • Heads of innovation units.

  • CX leaders and customer insight managers.

  • Policy professionals shaping service reform frameworks.

  • Public sector professionals responsible for performance and quality.

Register Now