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The Africa CX Experts

The Africa Public Sector Customer Experience ( CX) Project

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"Hospitality, is a natural resource in Africa. Improving public sector experience is just valorizing Africa's unique culture and using it as a tool for public policy"
Mbinkar Kpunsa F.
CX Touchpoints Group

About the Program

Africa Public sector customer experience project is an initiative to improve the delivery of customer experience in the public service in African countries. The goal of this program is to draw the attention of governments and not-for-profit organizations in Africa to the importance of improving the experience in public offices. The program aims at initiating continent-wide campaigns that:

  • Demonstrate the importance of customer experience in the delivery of public services.
  • Provide guides and tools to accompany public sector and not-for-profit actors in the execution of public sector customer experience initiatives ‘Public experience’.
  • Accompany public sector actors through their CX Transformation efforts.
The Africa Public Sector CX Project

Specific Program Actions

Regulatory Bodies

Collaborate and provide regulatory and national quality assurance organisms with the expertise needed to coin regulations and customer experience standards for public offices.

Parliamentarians (MPs)

Mobilize parliamentarians to align to the course and make law propositions that define the nature of CX in public services.

Public Sector CX Day

Initiate the “Africa Public Sector CX Day” a one day to commemorate the importance of CX in the public sector.

African Academia

Mobilize the African Academia to investigate and deepen research in the area of public sector customer experience in Africa and make country-specific contributions and findings.

Media

To mobilize mainstream media to highlight the importance of public sector experience and applaud best practices.

CX Curriculum

To promote the inclusion of customer experience in Academic programs and the training of public administrators.

Sharing Best Practices

Create country-specific platforms to make the sharing of public sector CX best practices common practice.

Feedback Platforms

Create country-specific platforms that give citizens the possibility to provide feedback on their experiences when using public services.

CX Awards

Make it possible to measure the delivery of customer experience by public sector actors and celebrate success stories in the Africa CX Awards.

Re. The Failing Public Sector Customer Experience in Africa

Open Letter

Read our open letter published on the 19th of January 2022 on the failing public sector customer experience in Africa calling for urgent action from stakeholders.

The importance of Public sector customer Experience

  1. Improving public sector customer experience makes it easy for citizens to access public services which is a basic human right.
  2. Improving public sector customer experience increases the trust in the government or public authority. This makes it easy for people to accept, align and respond positively to the economic and political agenda proposed by the government or public authority.
  1. Constantly collecting feedback in public services gives public authorities a peek into the efficacy of their programs and points to areas of improvement.
  2. Improving the public sector customer experience improves wellbeing and promotes patriotism in citizens who see the public service as a reliable partner.
  3. Improving public sector customer experience improves the performance of public sector employees thus reducing the cost of public services.
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Better public sector customer experience improves wellbeing and promotes patriotism in citizens who see the public service as a reliable partner.

How can you be part of the project?

Individuals

  • Join the conversation while using #AfricaPublicExperience and tell us about your public sector experience with a focus on what can be improved, how it can be improved and not just shaming.
  • Sign the Africa Public sector customer experience pledge to enable us to highlight the importance of the problem and lobby for solutions.
  • Like comment and share materials and communications on this initiative to help reach more people and create more awareness.

How can you be part of the project?

Company & Organizations

  • Partner with CX Touchpoints Group on these sensitization efforts and get your organisations logo added to the initiative partners page.
  • Provide platforms, resources and technical know-how to enable public sector actors to improve public sector customer experience in specific countries or continent-wide.
  • Sponsor program initiatives, sensitization campaigns, Africa Public Sector CX Day activities and country-specific actions of public services to improve public sector customer experience.
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The adoption of improved public sector customer experience is key to taking Africa one step into the golden experience age.
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Transforming Public sector customer experience in Africa is the first step to building a sustainable public sector in Africa.

How can you be part of the project?

Public Sector Organizations

  • Indicate your willingness to put customer experience at the centre of public sector activities and pledge to continuously improve the public experience.

  • Become a partner of the initiative and add your approval seal to the project. This shows your organization or countries dedication to improving the public experience.

  • Organise workshops, sensitization campaigns, training sessions to promote public sector experience. ( Using guides and resources provided by the program).

  • Adopt public sector guides developed through the program for your public sector transformation programs.

We are the Africa CX Experts

About CX Touchpoints Group

CX Touchpoints Group is a leading Customer Experience organization in Africa. We provide organizations and people with the tools and skills needed to develop and implement unique customer experience strategies.

 

We empower our clients and partners with the ability to develop customer-centric cultures, proactive and customer-focused teams, as well as processes and systems that create sustainable value for both the customers and the organization. We provide tools needed to master customer experience at every stage of the customer life-cycle and the competencies needed by teams to do this.

Our mission is to transform customer service in Africa, through human capacity development and the adoption of customer experience technologies.

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