Abstract:
The loss of control of records has consequences for all citizens, especially the poorest
who are least able to defend themselves. Service delivery in Kabarole district is viewed
by citizens as inefficient, unreliable and unable to meet their stated objectives. The poor
services emanate partly from lack of proper administrative records management. Badly
managed records adversely affect the broad scope of public service reforms, and
development projects are often difficult to implement and sustain effectively in the
absence of well managed records. The aim of the study was to investigate the role of
administrative records management in support of quality service delivery in Kabarole
district and to suggest strategies for improvement. The specific objectives of the study
were to: establish the various services provided by Kabarole district which require the use
of administrative records, examine the contribution of administrative records to quality
service delivery in Kabarole district, establish the extent of integration of ICT in records
management in the district and its contribution to quality service delivery, identify the
challenges faced in the management of administrative records in the district in service
delivery and propose strategies to align administrative records management with quality
service delivery in Kabarole district. The study was informed by Frank Upward Records
Continuum Model. A qualitative research approach with some aspects of quantitative
techniques was adapted. The study population was 128 staff from which a sample of 90
respondents was randomly picked. A total of 6 district management staff acted as
informants. Face to face interviews, observation and questionnaires were used in data
collection. Qualitative data was presented and analysed thematically as well as
quantitative data. The findings of the study revealed that many services provided by
Kabarole district require the use of administrative records but these were poorly managed
due to poor record keeping practices. The contribution of records has been undermined
by poor classification schemes, lack of records tracking systems and others; ICT has not
been adequately implemented and challenges of poor records management practices. The
study concludes that although administrative records have an important role to play their
effectiveness has been undermined by poor record keeping practices and inadequate
application of ICTs. The study recommends implementation of records management
policies and procedures, staff training, establishment of a records centre and integrating
ICT in records management.