AN EXAMINATION OF RECORDS MANAGEMENT PRACTICES FOR IMPROVED SERVICE DELIVERY

AN EXAMINATION OF RECORDS MANAGEMENT PRACTICES FOR IMPROVED SERVICE DELIVERY

CHAPTER ONE

INTRODUCTION AND BACKGROUND TO THE STUDY

1.1     Background Information to the Study

The background information to this study includes an introduction to records management, records management in government organizations and records activities in Nasarawa Local Government.

Records management is a fundamental activity of any given organization. Records are vital to every aspect of governance process and institutions of all kinds should highly embrace records management. According to ISO 15489, as cited by Healy (2001), “records management is a field of management responsible for the efficient and systematic control of the creation, receipt, maintenance, use and disposal of records, including the processes for capturing and maintaining evidence of and information about business activities and transactions in the form of records.” What actually keeps the public service going in any modern system of government is having recorded information, which is used for planning, decision making and controlling. For any effective planning, decision-making and controlling to take place, there must have been timely access to records (Amina, 2011).

Records are essential to businesses of all organizations. They improve the effectiveness of operations and document services in organizations by supporting the delivery of services, supporting administration, documenting rights and responsibilities of individuals and evidence of the work in public authorities. Implementation of proper records management leads to good public management since government activities are based on access to information contained in records (Smith, 2008).

According to Kulcu (2009), records are created and maintained to meet the goals and objectives of an organization. Records are the memories of an organization and are used in decision making and the basis of legal defensibility. Without records, governments would find it difficult to address social issues such as poverty, crime, social grants, AIDs, land information, and even the provision of basic services such as water and electricity (Makhura, 2005). Provision of information to people in every corner of the world would positively affect socio-economic and political development.

Fust and Graf (2002), as cited in Ngoepe (2008), suggest that records management is an essential part of government operations in all developing countries. Records management is a discipline that has become very popular in government institutions, non-governmental institutions, private institutions, industries and the society at large. Managing records is the foundation that any government body requires in order to provide effective services and fulfill its purpose of existence. This purpose includes enhancing accountability towards its citizens and protection of citizens’ rights.

Managing records is one of the cornerstones of effective delivery of public services. Governments require proper records to evaluate past performances and also to make future goals. Client satisfaction, quality performance of tasks, and measurable outcomes are increasingly becoming important responsibilities which depend on accessible and efficient records in all institutions (IRMT, 2000).

Today, governments are increasingly recognizing the fact that information is an important component of good governance. Governments are expected therefore, to manage records properly so as to use it to make prompt decisions, enhance accountability and transparency, and to meet their own information requirements (Nengomasha, 2009). Consequently records enable governments to improve service delivery, efficiently use available resources and respond to opinions of its citizens.

According to Ngulube (2004), organizations should ensure proper records management are in place to make possible that valuable information is not last loss of records would unable track of activities to the organizations concerned. Records last within an organization can neither be re-created nor replaced hence the need for proper records management practices (Yusuf & Chell, 2005).

According to Sturges (2000), very little effort has been put on proper records management in Africa. The situation in most developing countries records management is not a major concert for the information. With the rise of inform communication technologies today, Africa and the developing world must emphasis on the preservation and conservation challenges of electronic records. Managing information and records are vital assets to public institution and government agencies. They help agencies plan for short term and long term activities that are beneficial to the institution proper records management is important because it makes government accountable, help in decision making outlines duties, and enable growth enhances a corporate memory of an organization and drives communication within organizations.

1.2     Statement of the Problem

Records management is an important activity in all organizations. Poor management of records can lead to difficulties in retrieval of information, with volumes of records clogging up office space. This situation undermines the effectiveness, accountability, and efficiency of the organization’s functions, leading to poor decision making, corruption, fraud, and abuse of the rights of the citizen (Sichalwe, Ngulube & Stiwell, 2011).

The undertaking of devolved functions by Nasarawa Local Government leads to generation of numerous records. In order for these governments to succeed in providing effective service delivery, they need to adopt sound records management practices. However, since county governments are relatively new entities, there is little research available on how they carry out records management activities. It is against this context that this study was designed to examine records management activities and recommend effective records management practices for Nasarawa Local Government.

1.3     Purpose of the study

The purpose of this study was to explore records management trends in Nasarawa Local Government.

1.4     Objectives of the study

The objectives of this study were to:

1. Establish the current state of records management practices in Nasarawa Local Government
2. Establish whether records management policies, procedures and filing systems have been implemented in Nasarawa Local Government
3. Evaluate the performance of the records management system in Nasarawa Local Government
4. Identify challenges facing records management systems in the provision of records facilities in Nasarawa Local Government

1.5     Research Questions of the study

This study sought to answer the following research questions:

1. What is the current state of records management practices in Nasarawa Local Government?
2. Are there records management policies, procedures and filing systems in place in Nasarawa Local Government?
3. Has the county government records management division established a relationship with other information stakeholders both internally and externally,  and how does this relationship or lack of it impact on records management in the department?
4. What challenges are faced in the management of records in Nasarawa Local Government?

1.6     Scope of the study

The study was conducted in Nasarawa Local Government. It would have been good to conduct research across the 47 counties but due to time allocated for the study and lack of enough resources it would be impossible to travel in 47 counties. Therefore, in this view the researcher chose L Nasarawa Local Government.

1.7     Significance of the study

The findings of this study would aid Nasarawa Local Government, other Local Government and organizations to enhance efficiency and effectiveness in managing their records for improved service delivery. The findings intend to complement other existing studies and contribute to the body of knowledge in the records management field. The research findings also hope to form a firm foundation for other researchers in the area of records management.

1.8     Limitation of the study

Some respondents had specialty in ICT, secretarial and business management which limited their understanding on the concept of professional records management. Some respondents cited that they were uncomfortable filling questionnaires for the safety of their positions. To overcome these limitations, the researcher clarified questions when conducting data collection. The researcher also assured respondents that anonymity would be upheld in the study.