GovCX Maturity Levels
A framework for assessing customer experience capabilities.
Beginning
CX practices are planned and implemented in an ad-hoc fashion and only sporadically.
Emerging
Basic CX infrastructure and capabilities are in place. Core practices are functioning, but not yet widespread or embedded.
Practicing
CX practices are consistently planned, implemented, and monitored. They are central to service delivery and improvement.
Excelling
Advanced CX practices are systematically implemented, monitored, refined, and embedded throughout the organization.