Service Delivery Reform Tools The Case Of Citizens Charter In Bole Sub City

The study was conducted on the Public Service Delivery reform tools: the case of Citizen’srnCharter in Bole sub city. The main purpose of this study is to map the achievement andrnchallenges of citizen’s charter in Addis Ababa city government the case of Bole sub city andrnto map citizen’s level of satisfaction with services after the implementation of the citizen’srncharter in the sub city. For the purpose of the study the researcher collected both the primaryrnsecondary data from different sources especially, from the sub city’s land management andrnadministration office in order to assess the overall practice of the charter. The primary datarnwas collected by using a questionnaire for the customers of the office and interviewrnconducted with the concerned bodies of the office. In this study, the survey method is appliedrnby using quantitative method and in a descriptive way and qualitative method for interviewrnpart of the study. The correlation results of the study revealed that, all dimensions (principlesrnof the charter) have a significant and positive relation with customer’s satisfaction. Given thernoverall performance of the institution, the change does not mean that the reform process willrnbe carried out efficiently and effectively. Although the institute is relatively tries to berntransparent and accountable in the implementation of the basic process change study, rentrnseeking attitudes and practices are widespread, according to study participants and officernstaffs. Based on the findings of the study, the researcher points out different solutions inrnorder to resolve the problems faced by the office including: providing technology basedrnservices on the service delivery, provision of superior service, testing institutional workrnculture and effectiveness, conducting periodic surveys to determine the status of servicerndelivery improvements, making the reform tool to be continuous, conducting experiencesrnwith other institutions and capacity building of employees.rnKey words: Citizen’s charter, Reform, Public Service, Customer satisfaction, qualityrnservices

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