The state of records management and service delivery in Uasin Gishu County, Kenya

Abstract

Public service delivery by county governments in Kenya is increasingly being recognised as a pillar of development and public engagement with citizens. Good records management practices ensure that county governments are efficient and accountable. County governments have, however, been riddled with mismanagement due to unprofessional practices that can directly be associated with deficient records management systems. This study aimed at determining the state of records management in relation to services offered by Uasin Gishu County in Kenya. Key findings indicated that Uasin Gishu County generated a lot of paper-based records. The state of records management at the county headquarters was poor, while service delivery practices were of low standards. The study concluded that the poor state of records management had contributed to inadequate service delivery, making the county government inefficient in meeting its objectives. The study recommends that Uasin Gishu County should adopt a comprehensive records management and service delivery model. Top county management should offer its support, records management standards should be adopted and adhered to, and the records system should be manned by professional staff. Research implications include the development of sound policies and pragmatic solutions that affect records management and consequently improve service provision.