An investigation of the management of records at Rwanda Revenue authority (RRA)

Abstract

Records play an essential role in supporting service delivery in almost all formal organizations. They serve as a point of reference and support decision-making by providing evidence of transactions, among other functions. Despite their importance, handling of records does not seem to receive adequate attention at Rwanda Revenue Authority, which leads to long winding queues of customers whose records relating to their transactions cannot be easily traced or are simply lost. The study aims to investigate the implementation of an effective records management program in support of service delivery at Rwanda Revenue Authority and propose strategies for improvement. The specific objectives of the study are to: establish the business processes and activities that generate records at Rwanda Revenue Authority; explore the current records management system used in Rwanda Revenue Authority; determine the adequacy of the policies guiding records management of Rwanda Revenue Authority; identify challenges faced in records management at Rwanda Revenue Authority, and finally propose a record management program in support of service delivery. The study was informed by Records Lifecycle Theory and ISO15489:2001information and documentation-records management standard. The study applied mixed method with a survey design within a case study. The target population was 116. A combination of stratified random and purposive sampling techniques was applied to select a sample of 90 respondents. Interviews and questionnaires were used for data collection. The study found there were no suitable records management policies, no file plan, lack of adequately trained and qualified records management staff, among other challenges. The study concluded that the existing records management practices have adversely affected service delivery at Rwanda Revenue Authority and that there is an urgent need to improve the situation. The study recommends the implementation of an effective records management program with adequately trained and qualified staff, digitization of records, file plan, and disaster recovery plan among other strategies.