dc.description.abstract |
Kenya County Governments receive, produce, collect, disseminate and utilize large
volumes of records and information that is required in decision-making and support
provision of services to citizens. The Nairobi City County Government has not given
records management as much recognition as other Sectors which is indicated by low
budgets, inadequate space and accommodation, low grading for records management
staff and lack of disaster management plans for records. Therefore, the aim of the study
was to assess the role of records management in supporting Service Delivery in the
County with a view to suggest ways in which records management can be improved for
service delivery. The objectives of the study were: to establish the state of records
management; to determine the resources provided towards records management and the
adequacy of these resources; to establish the contribution of records management towards
service delivery and to determine the perception of the public towards records
management and service delivery. The study used two theories namely, The Records
Continuum model and The Service Quality (SERVQUAL) Delivery Model. The
researcher compiled a sampling frame from which was able to derive a study sample size
from the various Sectors. The study population comprised of 532 staff working in 6 out
of the 13 Sectors which constitute the organizational structure of the County. The study
used 10 % of the study population which resulted to a study sample size of 53
respondents, drawn from these organizational units. The study used mixed method
research approach. A mixed method was applied to collect data with the utilization of
questionnaires and structured interviews. Data was collected through interviews,
questionnaires and observation. Quantitative data was analyzed using frequency tables
and percentages while qualitative data was analysed using thematic analysis to identify
and compare themes. The findings of the study were that the County records management
function is impeded by: lack of electronic records management system and digitization
as 88.37% pointed out that Integration had not been done; inadequate staffing as 23.26%
percent of respondents mentioned it as a strategy to improve records management for
service delivery; inadequate training and development as it was found out that only
39.53% had training in records management; funding and other resources as respondents
at 51.16% noted that the resources provided were below average. The study concluded
that though records management played a role in supporting service delivery in the
County as affirmed by 97.67% respondents, it was not yet being given the proper
recognition and this resulted to delayed service delivery. The key recommendations were
that: The County to introduce integration of Electronic Records Management System
(IERMS) and digitization, adequate staffing, human resource development, implement
operational tools, policy guidelines and adequate funding. Implementation of these
recommendations will enable the Nairobi City County Government to improve its
Records Management functions and service delivery. The study gave suggestions for
further research to be undertaken on the effect of ICT and E-Government in support to
provision of services in Nairobi City Government |
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