Empowering Public Professionals: The Role of Design Thinking and Agile Methods in Professionalism Enhancement

Abstract

In recent decades, the approach to public services management has undergone significant transformation (Osborne 2021), driven in part by the evolving context in which these services operate, characterized by the VUCA environment (Van der Wal 2017). As a result, a fundamental shift in management methods has become essential. Design thinking and Agile methods have been touted as potential catalysts for this shift. However, despite their growing popularity, empirical evidence on their effectiveness in public services management is scarce. This research aims to contribute to filling this knowledge gap by exploring how these methods can be leveraged to enhance public professionals' capabilities and ultimately improve services management. Drawing on empirical research from a case study of municipal administration (issuing permits for managing protected vegetation on non-forest land) implementing combined Design thinking and Agile methods, involving real-world data and observations, this research identifies how Design thinking and Agile methods enhance the professionalism of public employees. In such way this research broadens understanding on how Design thinking and Agile methods impact public services management and provides evidence-based recommendations for improving public services delivery through innovative management approaches. Results of research showed that in a VUCA environment, public employees need new competencies such as cognitive, analytical, intercultural and personal effectiveness that help them flexibly adapt to constantly changing conditions, solve problems creatively and collaborate effectively. Combining Design thinking and Agile methods (Scrum and Kanban) into public service management can significantly improve service quality and customer satisfaction, as these methods encourage innovation and strengthen the professionalism of employees. It is important that the organization's culture, training and resources are properly adapted to apply these methods effectively. When properly implemented, these methods can improve service management, employee engagement, and organizational performance.