Public service motivation in action: stories of remote work in public administration

Purpose: This study investigated the connection between public service motivation and remote work within the Italian public sector, using narratives provided by public employees. It examined how flexibly-working public sector employees were motivated by public service ideals to achieve both individual and organizational goals. Design/methodology/approach: A narrative approach was adopted to analyze 12 stories collected from public sector employees. These stories were gathered from in-depth interviews with a representative group of employees from multiple Italian public bodies. Findings: Remote work alone does not affect public employees’ motivation and achievement. Instead, the effectiveness of public administration in meeting individual and organizational goals is maximized when remote work arrangements are designed to enhance public service motivation and strengthen intrinsic motivation. Practical implications: The findings emphasize the importance of integrating the use of digital technologies with strategies that prioritize intrinsic motivational factors. This highlights the need for innovative work policies that address intangible levers influencing institutional identity, the effectiveness of virtual teams and new communication practices in the public sector. Originality/value: The novelty of this study lies in positing that intrinsic motivation, closely linked to public service motivation and individual commitment to public service principles, is the critical determinant of organizational outcomes.