Exploring the influence of telework on work performance in public services: experiences during the COVID-19 pandemic
| DOI | https://doi.org/10.1108/DPRG-11-2021-0152 |
| Published date | 15 September 2022 |
| Date | 15 September 2022 |
| Pages | 401-417 |
| Subject Matter | Information & knowledge management,Information management & governance,Information policy |
| Author | Nikolaos Varotsis |
Exploring the influence of telework
on work performance in public
services: experiences during the
COVID-19 pandemic
Nikolaos Varotsis
Abstract
Purpose –Telework has been widely used during the COVID-19 pandemic. However, distance work
performed through teleworking may hinder organisational operations in public servicesowing to lower-
than-expected work performance. This research paper aims toexplore how teleworking relates to work
performanceand flexibility during the COVID-19pandemic.
Design/methodology/approach –The sample included 178 managers and employees in public
services.The relationships between the variableswere evaluated using linear regression.
Findings –The findings indicatedthat telework affected work performancein 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
performanceof public services.
Research limitations/implications –This study onlyfocussed on organisations operating inthe public
servicesin Greece.
Practical implications –Teleworking in publicservices may negatively affect organisationaloperations
due to lower-than-expectedwork performance.
Social implications –This study could assist managers by showcasing that telework may be better
implementedto improve work performance throughwork flexibility rather than asorganisational change.
Originality/value –This novel researchaims to gain a better understanding of the impact of telework on
factorssuch as work performance and flexibility.
Keywords Telework, Work performance, Public services, COVID-19, Work flexibility
Paper type Research paper
1. Introduction
Telework is being widely used during the COVID-19 pandemic, creating both new
experiences and new concerns in work processes. In the public services dom ain,
implementing telework is imperative as an innovative alternativ e to improve service efficiency.
Moreover, teleworking may provide significant benefit s by increasing productivity (Kazekami,
2020), efficiency and service quality.
Recent developments in information technology, networking and communication have
introduced new and flexible workplace practices (Raghuram et al.,2001). Work flexibility,
which is a traditional motivator for human resources, can be enriched with additional tools
such as flexible teleworking schedules while also saving organisational and work resources
(Hyten, 2009).
Nikolaos Varotsis is based
at the Department of
Tourism, Ionian University,
Corfu, Greece.
Received 23 November 2021
Revised 26 March 2022
23 May 2022
Accepted 9 August 2022
Funding: This research
received no external funding.
Disclosure statement: There
are no competing interests to
declare.
DOI 10.1108/DPRG-11-2021-0152 VOL. 24 NO. 5 2022, pp. 401-417, ©Emerald Publishing Limited, ISSN 2398-5038 jDIGITAL POLICY, REGULATION AND GOVERNANCE jPAGE 401
Telework is an agreement between employees and employers to provide pre-planned
distance work, requiring the use of technological equipment for employees to work outside
the office from home (Basile and Beauregard, 2016) or elsewhere (Sullivan, 2003). It has
already been implemented by many government agencies and can even be a means of
improving working conditions.During the COVID-19 pandemic, in Europe, teleworking rates
have increased across public services; however, the potential benefits from telework
implementation have been unclear(Eurofound, 2020).
Services and public services are key factors of economic activity in Greece. Services
constitute 68.55% of the total gross domestic product (GDP) in Greece, while only the
expenses of the public services contribute to approximately 22.77% of the country’s GDP
for the year 2021 (ELSTAT, 2022). In the year 2021, a major government reform took place
in the legislative framework of the work processwith the institutionalisation and integration of
telework in the provision of work by employees. The COVID-19 outbreak brought about the
need to not only consider urgent measures but also modernise the work process by
establishing a single –for all government bodies –regulatory framework for the
implementation of telework in public services (Greek Code, 2021a). Furthermore, the
regulatory framework for the operation of an internal control system in the public services
was instituted to ensure the efficiency and effectiveness of its operational functions. As the
scope of studies exploring telework implementation in the Greek context covering
regulation remains limited, the present study attempts to analyse the way in which
teleworking has been implementedin public services after its institutionalisation.
This study aimed to examine work performance through the newly formed organisational
environment of telework. It primarily explored the extent to which teleworking affected work
performance and work flexibility in relation to the distance working environment.
Specifically, this study focused on the effects of teleworking on the distance services
provided in the public services while restrictions were in place due to the COVID-19
pandemic. Furthermore, it investigated whether work performance changed significantly in
the public services and whether flexible work schedules were related to work performance
(Kauffeld et al.,2004) during the universalapplication of telework.
This research focused on how teleworking affected employee productivity during the
COVID-19 pandemic, the role of internal audits in this context and the effect of work
performance on more flexible work schedules. The study took an innovative approach by
exploring the effects of teleworking on public services. Additionally, it explored how
permanently consolidating telework may possibly affect work processes and the impact of
flexible work schedules onwork performance.
2. Theoretical background
The implementation of teleworking involves a combination of factors based on the need for
distance working in a familiar environment, such as an employee’s home, under the
supervision of a common information system. Moreover, the need to work remotely due to
emergencies, such as restrictions on human movement during the COVID-19 pandemic or
even energy-saving benefits of avoiding mobile workers, highlights the necessity of a new
work framework.
2.1 Defining telework
The term “telework” is quite broad and is not limited to a universally accepted definition.
However, the main criteria that delimit telework include the provision of remote work in a
space other than the physical headquarters of the organisation/company and the use of
some technological equipment and software (Nakrosiene et al.,2019). It can also be
enclosed in terms such as “telecommuting”, “remote working”, “virtual work”,
PAGE 402 jDIGITAL POLICY, REGULATION AND GOVERNANCE jVOL. 24 NO. 5 2022
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