Abstract:
This paper examines the management of e-records at Uasin-Gishu County, Kenya and assess 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
