The role of records management in supporting service delivery in Nairobi City County Government, Kenya

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