Adaptasi aparatur terhadap digitalisasi layanan publik: Studi kualitatif tentang perubahan praktik kerja di Kota Ambon
DOI:
https://doi.org/10.53088/jmdb.v6i3.2909Keywords:
Bureaucratic Transformation, Digital Governance, Adaptive Capacity, Service Innovation, Organizational ChangeAbstract
The transformation based on the Electronic-Based Government System (SPBE) changes not only the technical system but also bureaucratic culture and work patterns. This study analyzes civil servants' adaptation to the digitalization of public services in the Ambon City Government. The study used a qualitative approach with a case study design, using semi-structured interviews, limited observations, and policy document analysis. The researchers purposively selected informants and used snowball sampling to achieve data saturation. The results show that digitalization changes not only the bureaucratic work system but also organizational culture and civil servants' interaction patterns. Civil servants adapt through collective learning, leadership support, and strengthened organizational capacity. This study also found that local culture, such as collectivity, interpersonal solidarity, and the pela gandong spirit, plays a significant role in supporting collaborative adaptation during digital transformation. These findings confirm that civil servant adaptation is a socio-organizational process influenced by local culture and regional infrastructure conditions.
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