The aim of this article is to analyze and identify to which extent changes in serving and counselling customers in public employment intermediation agency in Lithuania that is in subdivisions of Lithuanian Labour Exchange under the Ministry of Social Security and Labour, are based on strengthening empowerment of civil servants and development of their professional discretion. It also aims to evaluate civil servants’ expectations related to broader factual usage of professional discretion. The aim of the article is realized analyzing academic literature and data of conducted empirical research, which discover practical usage of professional discretion in the best way when implementing the new customer service model.
