Remote working and public administration: implications for relationships with external users

The digital transformation has significantly reshaped organizational structures, particularly through th widespread adoption of remote working, which accelerated during the COVID-19 pandemic. While existin literature has explored internal impacts such as productivity and work-life balance, less attention has been pai to the effects on extenal relational dynamics, especially in the public sector. This paper investigates how remot working influences relational capital in public administration, focusing on the perceptions of external users such as citizens and institutional stakeholders. Relational capital (encompassing trust, reputation, and institutiona networks) is critical for public entities delivering essential services. Using a qualitative approach based on semi-structured interviews within a medium-sized Italian municipality, the study explores users' experiences and perceptions of PA following the shift to smart working. Findings contribute to a growing body of research by addressing a literature gap concerning the implications of remote work on trust and relationship quality in the public sector.