Transforming Service Delivery in Uasin-Gishu County, Kenya through Enhanced E-Records Management Solutions

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.