Abstract:
This chapter examines the management of e-records at Uasin-Gishu County, Kenya and assessment of its impact on service delivery
in the County. The specific objectives of the study which led to the chapter were to identify the services provided by Uasin-Gishu
county headquarters using electronic records; investigate how e-records are managed at Uasin-Gishu County; find out the correlation
between electronic records management and service delivery at the Uasin-Gishu County headquarters; and analyse the challenges
faced by Uasin-Gishu county government in the management of e-records. The study was based on the Records Continuum Model
developed by Frank Upward (1980) and the Service Canada Model developed by the Canadian government (2005). It utilised a
qualitative research approach based on a case study design. The study population comprised of 112 respondents drawn purposively
based on their work experience in records management services in various departments of Uasin-Gishu County headquarters. The
findings of the study indicate that Uasin-Gishu County headquarters generates vast volumes of paper records. It also revealed
that the County headquarters faces challenges in electronic records management. Some of the challenges include poor storage of
electronic records, slow retrieval of records, among other shortcomings. This has consequently affected the overall service delivery
at Uasin-Gishu County due to inefficiencies. The study recommends the adoption of a comprehensive e-records management and
service delivery model which links records management and service delivery.