3453 ______________________________________________________________ DOI: https://doi.org/10.33258/birci.v4i3.2113 The Role of Organizational Culture in Improving Public Services Study of the One-Stop Administration Office Salak Pakpak Bharat Regency Ismail Fahmi Harahap 1 , Syafruddin Ritonga 2 , Rudi Salam Sinaga 3 1,2,3 Universitas Medan Area, Indonesia fahmi_ismail75@yahoo.co.id I. Introduction The cultural challenge in a very complex organization is changing the culture of public services which is in conflict with the regulations that have been set in the organization. Organizational culture will determine the success of an organization, regardless of the shape and purpose of the organization. Public services are also considered to affect work relationships and atmosphere in a better direction, and are able to influence work results and better satisfaction. The implementation of public services by procuring online technology has actually been carried out by the Pakpak Bharat Regency government. The innovation was carried out by Samsat Salak, Pakpak Bharat Regency with online payments. Samsat, online is expected to help people who want to pay motor vehicle taxes or other services at Samsat Salak, Pakpak Bharat Regency. This system allows service users to pay motor vehicle taxes from anywhere, including between sub-districts as long as they are within the territory of Pakpak Bharat Regency. However, the form of service carried out by the Salak Samsat in Pakpak Bharat Regency is not yet accurate, it still relies on information with a local cultural approach from the stalls where community members gather and approaches from local community leaders. Abstract The challenge of the role of organizational culture in improving public services for Samsat Salak, Pakpak Bharat Regency, North Sumatra Province. Seen from the number of taxpayers who deliberately disobey and awareness of taxpayers. This study aims to explain the role of organizational culture, supporting factors and service approaches in Samsat Salak, Pakpak Bharat Regency. This study uses a descriptive qualitative approach using a phenomenological paradigm, the research location is the Salak Samsat Office, Pakpak Bharat Regency, North Sumatra Province. The results showed that the role of community leaders was very influential and kinship in obedience to paying vehicle taxes. The service approach was not maximized due to limited human resources in the implementing section, mobile Samsat facilities were not available. This causes people to pay taxes on holidays such as Lebaran and New Year. Despite being fined. The number plate replacement service is not effective, the process must be in Medan so that it can raise suspicion and seem less serious about the government in maintaining public services Keywords: role of culture; support; service factors