Like many in Africa, the Ethiopian Civil Service has not been able torneffectively carry out government policies and programs as well as to organizernand deliver cost effective service for so long years due to a broad set ofrndeficiencies. Consequently its role in promoting economic and socialrndevelopment remains limited. Recognizing this fact, the government has beingrnimplementing Civil Service Reform in general and Service Delivery Reformrn(SDR) in particular in all government institutions â€“ i.e. at Federal, Regionalrnand City Administration Levels - since 2001.rnThis research takes interest in assessing the effectiveness of the SDR. It alsorntakes note of the achievements recorded and the challenges Bahir Dar CityrnService Office witnessed. For this purpose, the methodology used for thernresearch was qualitative method supported by simple quantitativernmeasurements, expressed in the form of percentages and tabular illustrations.rnThe instruments used to gather data were observations, interview andrnquestionnaires.rnThe major findings of this study were observed in respect to preparationrnmade, achievements recorded and challenges encountered. Regardingrnpreparation made to implement the SDR, it was found out the those elementsrnof preparation that attracts theoretical support as prerequisites for successfulrnrealization of customer focused service delivery particularly that of capacityrnbuilding and empowerment of employees were not practically considered atrnthe beginning of the reform implementation in the office.rnWith respect to achievements recorded from SDR implementation, it wasrnfound out that despite the policy of SDR, which was intended to bringrnsignificant improvements in various dimensions of service quality particularlyrnin attitudinal change, information openness, service accessibility andrncompliant handling, the achievement recorded so far in the aforementionedrndimensions of the service quality in the Office of City Service remains limited.rnSimilarly the actual impact of the SDR interms of raising of client satisfactionrnand institutional core competence found yet to be realized.rnThe major challenges hindering the effectiveness of SDR implementation inrnthe office emanate from weak institutional capacity, poor managementrnpractices and poor working ethics of employees. Specifically, the challengesrnencountering the SDR in the office are lack of enough budget, shortage ofrnskilled man power, lack of training, insufficientrnawareness, lack ofrnconsultation, lack of incentive, ineffective result oriented evaluation,rninadequate authority delegation, mismanagement of time, high resistance ofrnemployees and low motivation.rnFinally the recommendations forwarded are those that seek solutions for thernchallenges mentioned above. Among others, the need for consistent andrncontinuous training, capacity building, strategic management practices,rnpolitical commitment and result oriented performance are stressed in thernrecommendations forwarded