Exploring the influence of telework on work performance in public services: experiences during the COVID-19 pandemic

Abstract

Purpose Telework has been widely used during the COVID-19 pandemic. However, distance work performed through teleworking may hinder organisational operations in public services owing to lower-than-expected work performance. This research paper aims to explore how teleworking relates to work performance and flexibility during the COVID-19 pandemic. Design/methodology/approach The sample included 178 managers and employees in public services. The relationships between the variables were evaluated using linear regression. Findings The findings indicated that telework affected work performance in public services in different ways. This research also explored the relationship between work performance and work flexibility. The findings revealed that telework had not improved the efficiency of public service work performance; however, the implementation of flexible work schedules owing to teleworking has improved the work performance of public services. Research limitations/implications This study only focussed on organisations operating in the public services in Greece. Practical implications Teleworking in public services may negatively affect organisational operations due to lower-than-expected work performance. Social implications This study could assist managers by showcasing that telework may be better implemented to improve work performance through work flexibility rather than as organisational change. Originality/value This novel research aims to gain a better understanding of the impact of telework on factors such as work performance and flexibility.