Public service delivery has become the central focus of recent Public Sector Reformsrn(PSRs) throughout the world. The public service reform program is one of therncomponents of the Ethiopian civil service reform program. The overall objective of thisrnstudy is to identify and analyze the factors that determine the success and failure of thernpublic service delivery reform in relation to customer satisfaction. The study has usedrnthe case study method by selecting two case organizations namely Social SecurityrnAgency (SSA) and Document Authentication and Registration Office (DARO). The datarnhave been collected from primary and secondary sources through interview,rnquestionnaire, observation and document reviewing.rnBased on the conceptual frame, the data have been presented and analyzed throughrncomparative analysis of the case organizations. The findings of the analysis show thatrnthe two case organizations are different in satisfying customers in service delivery i.e.rnDARO satisfied its customers better than SSA. This study reveals that the differences inrnperformance between the two case organizations are the result of organizational andrnmotivational factors. The major organizational factors are vision and mission, servicernstandards, customer complaint handling mechanisms, reengineering of workingrnprocesses and application of Information Communication Technology (ICT). The majorrnstaff motivational factors are training, communication, performance appraisal andrnreward system, delegation for decision making and physical facilities.rnThis studyrntherefore concludes that these factors should be fulfilled at the organizational level tornsatisfy customers through public service delivery