Rahman, Abdullah Bin Abdul creator text xu| 1995 continuing ng p.53-79 The article stresses that the Client's Charter adds a new dimension to the promotion of high quality performance in the Malaysian Civil Service. It is the culmination of all initiatives directed towards enhancing quality management in the public sector. The Charter is more than just an organizational promise. It is also a reflection of government agencies' commitment towards providing superior quality services to their customers. It spurs a new way of thinking within the public sector, that the interests of customers have to be given top priority. Civil servants have to remove their bureaucratic barriers and be open to criticism from the public. Their performance is to be gauged in accordance with straight facts and data relating to the ability to comply with the quality standards of their Charters. Public servants are made to realize that the Client's Charter offers the basis for constructive improvement. This is necessary for any organization which is operating in an age where the public is intelligent and well-informed. Customer demands can no longer be ignored by taking refuge behind bureaucratic barriers. The introduction of the Client's Charter represents an important landmark in empowering citizens in their relations with the civil service. Its implementation recognizes the sovereignty of the customer and confers the concomitant rights to the consumer of public goods and services. With the smooth implementation of the Client's Charter, the Malaysian Civil Service has been put on the right path to achieve greater heights of excellence for the sake of its customers and the nation. The Client's Charter will contribute towards transforming the Malaysian Civil Service into an accountable, transparent, well-disciplined and professional public administration Civil service Administrative reform Asian Review of Public Administration 180718