An evaluation of the state of record management amongst local authorities for improved service delivery: a case study of Lusaka city council
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Date
2024
Authors
Mubiana, Namasiku
Journal Title
Journal ISSN
Volume Title
Publisher
The University of Zambia
Abstract
Records management plays a pivotal role in fostering efficient service delivery through preserving and facilitating access to valuable information. However, poor record management amongst local authorities has resulted to unsatisfactory service delivery. In order to address this problem, this
study aimed to establish the state of records management at Lusaka City Council (LCC) and its implication on service delivery. The objectives of the study were to establish records management systems and processes at LCC, determine record management knowledge levels amongst registry
staff at LCC, establish the impact of records management on service delivery at LCC, and identify the challenges faced by LCC in managing records.
A case study research with a mixed methods approach was used by this study. Furthermore, a sample size of 33 respondents was selected using purposive sampling. Data was collected using semi-structured questionnaires and key informant interviews. Quantitative data on record management systems and processes, record management knowledge levels, challenges faced in the management of records, and the impact of record management on service delivery was analysed using descriptive statistics. Relationships between variables were established using chisquare test statistic and a p-value of less than .05 was considered to be statistically significant. Quantitative data analysis was done using Statistical Package for the Social Sciences (SPSS). Qualitative data on the challenges faced in the management of records was analysed using content analysis. The study found that the LCC does not have an electronic management system for capturing and storing records and mostly relies on paper-based records. However, there is minimal amount of records that are digitally created on spreadsheets. Furthermore, LCC does not have an official records management policy and therefore, training of staff is usually anecdotal. Records are filled in alphabetical order and stored in file cabinets, shelves, and computers. LCC does not have a record disposal and disaster recovery plan. In addition, records management knowledge levels amongst LCC staff where found to be low and there was an absence of consistent training. Furthermore, the quality of records management translated into poor service delivery. The main
challenges faced by LCC include insufficient storage space, limited accessibility, absence of an Electronic Records Management System (ERMS), poor funding, lack of skilled personnel, inadequate materials, poor maintenance of records, and lack of a records management policy. Based on these findings, the study recommends that LCC should create a comprehensive records management policy that explicitly outlines the processes and procedures relating to the creation, storage, preservation, recovery, and disposition of records. Secondly, LCC should digitalize records management by designing and implementing an Electronic Records Management System (ERMS) to enhance efficiency, reduce errors and aid better collaboration for service delivery. In addition, registry staff should get adequate training in order to gain skills and knowledge in record management. Furthermore, there is need to revise entry educational requirements for registry personnel. The study also recommends that local government management and policy makers should prioritize promoting effective record management practices for efficient service delivery.
Description
Thesis of Master of Library and Information Science.