Role of sound administrative records in support of quality Service delivery in Kabarole District, Uganda

Abstract

The loss of control of records has consequences for all citizens, especially the poorest who are least able to defend themselves. Service delivery in Kabarole district is viewed by citizens as inefficient, unreliable and unable to meet their stated objectives. The poor services emanate partly from lack of proper administrative records management. Badly managed records adversely affect the broad scope of public service reforms, and development projects are often difficult to implement and sustain effectively in the absence of well managed records. The aim of the study was to investigate the role of administrative records management in support of quality service delivery in Kabarole district and to suggest strategies for improvement. The specific objectives of the study were to: establish the various services provided by Kabarole district which require the use of administrative records, examine the contribution of administrative records to quality service delivery in Kabarole district, establish the extent of integration of ICT in records management in the district and its contribution to quality service delivery, identify the challenges faced in the management of administrative records in the district in service delivery and propose strategies to align administrative records management with quality service delivery in Kabarole district. The study was informed by Frank Upward Records Continuum Model. A qualitative research approach with some aspects of quantitative techniques was adapted. The study population was 128 staff from which a sample of 90 respondents was randomly picked. A total of 6 district management staff acted as informants. Face to face interviews, observation and questionnaires were used in data collection. Qualitative data was presented and analysed thematically as well as quantitative data. The findings of the study revealed that many services provided by Kabarole district require the use of administrative records but these were poorly managed due to poor record keeping practices. The contribution of records has been undermined by poor classification schemes, lack of records tracking systems and others; ICT has not been adequately implemented and challenges of poor records management practices. The study concludes that although administrative records have an important role to play their effectiveness has been undermined by poor record keeping practices and inadequate application of ICTs. The study recommends implementation of records management policies and procedures, staff training, establishment of a records centre and integrating ICT in records management.