Analisis Budaya Birokrasi di Dinas Komunikasi dan Informatika Kota Pematangsiantar dalam Mewujudkan Smart City

Abstract

This study examines the influence of bureaucratic culture in the Pematangsiantar City Communication and Informatics Office on the implementation of the smart city program, particularly how internal bureaucratic values support or hinder digital transformation. A qualitative ethnographic approach was used through in-depth interviews, participant observation, and field documentation within the office. The results show that a familial culture strengthens cooperation and technology adaptation, but there is a dependency on leadership figures, political influence in appointments, and inequality between permanent employees and contract workers. The monitoring system is implemented through leaders, technology, and digital complaint channels, although its effectiveness is not optimal. These findings emphasize that the success of a smart city depends not only on technological readiness, but also on changes in values, work patterns, and bureaucratic structures to be more adaptive and accountable.