PUBLIC SECTOR
CX Automation Readiness Checklist
Assess your agency’s capacity to engage citizens proactively, collect real-time feedback, and continuously improve service delivery through modern CX automation.
How to use: Check off every item your organization already does well. Tally your points using the score shown on each row. Use the scoring guide at the bottom to find your CX maturity level.
Your Readiness Checklist
1. Citizen Communication Automation
Citizens receive an automatic acknowledgment within minutes of submitting a service request
3 pts
We send automated status updates at every key stage of a citizen's service request or application
3 pts
Our communications are personalized with the citizen's name, reference number, and service details
2 pts
We send automated appointment reminders 48 hours and 2 hours before scheduled interactions
2 pts
2. Multi-Channel Reach
We communicate via citizens' preferred channel — SMS, WhatsApp, email, or push notification
3 pts
Our digital communications are accessible and inclusive across literacy levels and languages
2 pts
We can reach citizens without requiring them to log into a portal or download an app
2 pts
We deliver consistent messaging across all channels — not different messages on different platforms
2 pts
3. Feedback & Satisfaction Collection
We collect citizen satisfaction scores after each service interaction — not just in annual surveys
3 pts
Negative feedback automatically triggers an escalation to a supervisor or service recovery team
3 pts
We analyze feedback trends by service type, location, and demographic to identify systemic issues
2 pts
We communicate back to citizens on actions taken in response to their feedback
2 pts
4. Operational Efficiency
Our service teams can launch new automated communication workflows without IT involvement
3 pts
We measure how proactive digital communication affects inbound call and in-person visit volumes
2 pts
We have real-time dashboards tracking service request volumes, processing times, and satisfaction
2 pts
5. Continuous Improvement
We use citizen feedback data to drive monthly service improvement decisions
2 pts
We benchmark our service performance against other agencies or public sector standards
1 pts
We have a formal process for testing and rolling out new citizen engagement workflows rapidly
2 pts
Your CX Readiness Score (out of 41)
Add up the points from every checked item above, then find your band in the table below.
My Total Score (out of 41)
My Maturity Level
| Score | Maturity Level | What It Means | Recommended Action |
|---|---|---|---|
| 0–12 | Early Stage | Manual processes dominate. Reactive communication only. | Start with CXLink Starter — automate 1-2 key journeys immediately. |
| 13–24 | Developing | Some automation in place but gaps in real-time response and channel coverage. | CXLink Pro: add real-time triggers & omni-channel delivery. |
| 25–34 | Advanced | Strong foundation. Ready to scale personalization. | CXLink Enterprise unlocks AI journeys and full API integration. |
| 35–41 | CX Leader | You are ahead of the curve. Focus on optimization. | Partner with CXLink for custom journey design & consulting. |
Ready to Close Your CX Gaps?
Book a free 30-minute demo with a CXLink Cloud specialist.
We’ll walk you through automating the journeys you identified in this checklist — starting this week.