Driving change through Design Thinking. Shaping innovation in GovTech

This chapter explores the transformative potential of Design Thinking (DT) within the public sector, probing its role in enhancing public service innovation and anchoring it in user-centricity. As technological advancements reshape interactions between governments and citizens, European public administrations prioritise digital transformation, aligned with the European Union’s ambitious goal of achieving complete online accessibility for public services by 2030. To achieve this, DT and participatory practices are considered a pivotal catalyst. Assessing DT’s relevance, the chapter discusses how this approach contributes to GovTech, a nascent domain where technology and user-centricity are combined to enhance government operations and services. Rooted in a real-world experimentation, the chapter dissects the challenges, opportunities, and influences stemming from the adoption of DT principles and practices for enhancing the quality of public services and citizen experiences.