Abstract:
Records play an essential role in supporting service delivery in almost all formal
organizations. They serve as a point of reference and support decision-making by
providing evidence of transactions, among other functions. Despite their importance,
handling of records does not seem to receive adequate attention at Rwanda Revenue
Authority, which leads to long winding queues of customers whose records relating to
their transactions cannot be easily traced or are simply lost. The study aims to investigate
the implementation of an effective records management program in support of service
delivery at Rwanda Revenue Authority and propose strategies for improvement. The
specific objectives of the study are to: establish the business processes and activities that
generate records at Rwanda Revenue Authority; explore the current records management
system used in Rwanda Revenue Authority; determine the adequacy of the policies
guiding records management of Rwanda Revenue Authority; identify challenges faced in
records management at Rwanda Revenue Authority, and finally propose a record
management program in support of service delivery. The study was informed by Records
Lifecycle Theory and ISO15489:2001information and documentation-records
management standard. The study applied mixed method with a survey design within a
case study. The target population was 116. A combination of stratified random and
purposive sampling techniques was applied to select a sample of 90 respondents.
Interviews and questionnaires were used for data collection. The study found there were
no suitable records management policies, no file plan, lack of adequately trained and
qualified records management staff, among other challenges. The study concluded that
the existing records management practices have adversely affected service delivery at
Rwanda Revenue Authority and that there is an urgent need to improve the situation. The
study recommends the implementation of an effective records management program with
adequately trained and qualified staff, digitization of records, file plan, and disaster
recovery plan among other strategies.
