INFLUENCE OF RECORDS MANAGEMENT ON SERVICE DELIVERY IN THE PUBLIC SECTOR IN KENYA; A CASE OF LANDS DEPARTMENT, MINISTRY OF LANDS, HOUSING AND URBAN DEVELOPMENT
This study sought to establish the influence of records management on service delivery in the public sector in Kenya, specifically in the Ministry of Lands, Housing and Urban Development in the department of lands (headquarters). The specific objectives of the study were to; establish the influence of record management processes on service delivery in the public sector in Kenya; examine the extent to which records control influence service delivery in the public sector in Kenya. The study was guided by Records Life Cycle Model, Systems Theory, Human Capacity Theory and Governance Theory. The study targeted231 personnel who are deployed at the department of lands and 1000 customers who were served. Stratified random sampling design was used in the study. The target population was stratified into eight homogenous sub-groups; Administration officers, Registration officers, Valuation officers, Record managers, Cartographers, Clerical staff, administration/valuation/registration assistants and customers. A proportionate stratified method was used to get the sample size. A sample size of 371 respondents represented the target population. Data was collected by use of questionnaires, an observation schedule and an interview guide. The findings showed that most of the respondents had worked in the department for some good years enough to provide ample information on the research topic. The study recommends for an electronic system switch from manual systems, since manual systems have become unsustainable for expeditious land transactions. These, together with the bureaucratic and long processes, procedures and practices have impacted negatively on service delivery. Additionally, the study recommends that land records management processes should be audited for compliance to standard procedures: updating, regulating access, and repairing torn land records.The government should address challenges of record management in the department of Lands in Kenya which include: inadequate storage space for the records, poor communication with service users, missing files, unmaintained records, tattered records, inadequate and untrained staff. The government should also allocate a specific budget for records management in the department of Lands which will be used to address the needs of good records management.
Key Words: Records Management, Service Delivery, Public Sector
Abraham M.F. (1981). Modern Sociological Theory. An Introduction. Oxford University Press, New Delhi.
Abdullah, S. N. (2004). 'Board Composition, CEO Duality and Performance among Malaysian Listed Companies. Corporate Governace, Vol 4. No 4, 47-61.
Amin, M.E. (2005). Social science research conception, methodology and analysis. Kampala, Makerere University Printer
Armstrong M. (2006).A Handbook of Human Resource Management Prentice, 10th Edition, Kogan Page, London, United Kingdom.
Babbie, E. (2009). Survey research methods (2nd ed.). Belmont: Wodsworth
Bantin P.C. (2009). Strategies for Managing Electronic Records: A New Archival Paradigm? An Affirmation of our Archival Tradition. Available at: http://www.indiana.edu/~libarch/ER/macpaper12.pdf (accessed on 17th 2 2014).
Beltratti, A. (2005). The Complementary between Corporate Governance and Corporate Social Responsibility. The Geneva papers, 30, 373-386
Bertalanffy, V.L. (1968). General Systems Theory. New York: George Braziller.
Best J. W. and Khan J. V., (1986).Research in Education, 5th Ed., New Delhi: Prentice-Hall of India Pvt Ltd.
Bhana P. (2008). The contribution of proper record keeping towards auditing and risk mitigation: Auditor –General’s perspective journal.
Black T. R. (1999). Doing Quantitative Research, London: SAGE Publications Ltd.
Borg W.R. & Gall M.D. (1989).Educational Research: An introduction (4th edition), New York: Longman.
Buckland M.(1990) School of information management and systems, University of California, Berkeley, CA 94720-4600buckland @sims.berkeley.
Creswell, J. W. (2003).Research design: Quantitative, qualitative, and mixed methods approaches (2nd Ed.). Thousand Oaks, CA: Sage.
Creswell, J. W., (2002). Educational research: Planning, conducting, and evaluating quantitative and qualitative approaches to research. New Jersey: Merrill/Pearson Education.
Collins j & Davises E, (2003): “Measuring Effective Tax Rates on Human Capital: Methodology and an Application to Canada,” CESifoWorking Paper, 965. 3
Cooper, D. R., & Schindler, P. S. (2003). Business research methods (8thed.).United States of America: Tata McGraw-Hill.
Cooper, D. R., & Schinder, P. S. (2010). Business research methods. 11th Ed. New York: McGraw-Hill.
Cooper, D., & Schindler, P. S. (2011). Business research methods (8th ed). New Delhi: Tata: McGraw-Hill Publishing Company. India.
Cronbach, L. J. (1971). Test validation. In R. L. Thorndike (Ed.). Educational Measurement (2nd Ed.). Washington, D. C.: American Council on Education
Desslar G., (2008). Human Resource Management, 11th edition, Pearson Education Inc. Upper Saddle River, New Jersey.
Flynn S.J.A., (2001).The Records Continuum Model in Context and its Implications for Archival Practice. Journal of the Society of Archivists 22 (1), 79-93.Retrieved on 24 Feb.2014 from:http://dx.dol.org/10.1080/00379810120037522
Galaletsang M. and Kalusopa T. (2012). Records Management and Service Delivery: Ajournal on the case of corporate service in the Ministry of Health, Botswana
Gliem, J., & Gliem, R. (2003). Calculating, interpreting,and reporting Cronbach’s Alpha Reliability Coefficient for Likert-type scales. Midwest Research-to-Practice Conference in Adult, Continuing, and Community Education. Retrieved October 6, 2014, from ttp://hdl.handle. Net/1805/344.
ICA/IRMT (1999).Managing Public Sector Records: A study programme, Volume 1. 12 John
Juan-Carlos Cordoba, (2010). "Debt-Constraints or Incomplete Markets? A Decomposition of the Wealth and Consumption Inequality in the U.S," Macroeconomics 0404004, EconWPA.Street, London.
Kemoni H. N. (2007). Records management Practices and Public Service Delivery in Kenya. PhD thesis,University of Kwazulu –Natal, Pietermaritzburg.
KemoniH.N and Ngulube P. (2008).Relationship between records management, Public Service Delivery and the Attainment of The Millennium Development Goals in Kenya. Available at: http://idv.sagepub.com/content/24/4/296.short
Kemoni H.N and Ngulube P. &Stilwell(2006). Public Records and Archives as Tools of good governance: Reflections within the records Keeping Scholarly and practitioner Communities. Records Management. Journal 26:3-19.
Kemoni, H N, Ngulube, P &Stilwell(2007) Public Records and archives as tools for good Governance; Reflections within the record keeping scholarly and partitioning communities in ESARBICA, JOURNAL, vol.26
Kickert, W, E.H. (Eds). Managing Complex Networks, London, Sage, 1997
Kim, W.G. & Cha, Y. (2002).Antecedents and consequences of relationship quality in hotel industry. Hospitality Management, 21, 321-338.
Kombo P.O. (2006). Proposal and Writing: An Introduction. Pauline’s Publications Africa.
Kothari C. R., (2012) Research Methodology: Methods and Techniques (Second Revised Edition),New Age International Publishers Ltd, Delhi.
Livingstone, D. W. (2001). Adults’ informal learning: Definitions, finds, gaps, and futureresearch: New approaches for lifelong learning (NALL), Working paper # 21-2001, Toronto:Ontario Institute for Studies in Education –
Malhotra Naresh K.(2004): Marketing Research: An Applied Orientation, Pearsons Education, Incl. Fifth Edition, New Jersey, USA
Mayntz, R: “New Challenges to governance theory” in Bang, P. H. (2003)Eds: Governance as Social and Political Communication Manchester University Press, Manchester, 2003
Mcleod J. (2008).“Understanding Data and Information Systems for Recordkeeping.” Records Management Journal, Vol. 18.
Migai, A Privatization & Democracy in East Africa: The Promise of Administrative law, EAEP Ltd, Nairobi, 2009
Miles., M.B & Hubbermmann, A.m (1994); An expande sourcebook; Qualotatove data Analysis (2ndEd.) Thousand Oaks. C.A: Sage
Ministry of Lands (2008). A Report on the Automation of all the Ministry’s Land Records.
Mugenda O. M. &Mugenda A. G. (1999).Research Methods: Quantitative and Qualitative Approaches. Nairobi: Acts Press.
MugendaO. M., &Mugenda, A. G. (2003).Research Methods: Quantitative and Qualitative Approaches. Revised edition, Nairobi: Acts Press.
Mullis L. J(2008) Management and Organizational Behavior, 6th edition, Pearson Education Limited, Edinburgh gate, Harlow, England.
Ngoako S.M. (2011). Records Management in Support of Service Delivery in the Public Health of Limpopo Province in South Africa. Dissertation
Ngulube P.(2000). Professionalism and Ethics in Records Management in the Public Sectorin Zimbabwe. Records Management. vailable:http://dx.doi.org/10.1108/.
Ngugi. P. (2008). Planning Of Geothermal Projects: A Case Study on Kenya, Papers and Presentation s at “Short Course III on Surface Exploration for Geothermal Resources” Organized by UNU-GTP and KenGen in Naivasha Kenya
Orodho,A.J. (2003). Essentials of Educational and Social Science Research methods:Qualitative and Quantitative Approaches. Nairobi: Acts Press.
Oso Y.W.& Onen (2009).A general Guide to Writing Research Proposal and Report: A handbook for beginning researchers. Stima Printers & Stationers Ltd.
Philip C.B.(1998).Strategies for Managing Electronic Records: A New Archival Paradigm? An Affirmation of Our Archival Traditions?Available at:www.Indian.edu~liberal/ER/Mac Paper 12
Public Procurement Oversight Authority (2008). Procurement Records Management Procedures Manual.
Reichel, M., & Ramey, M. A. (Eds.). (1987). Conceptual frameworks for bibliographic education: Theory to Practice. Littleton Colorado: Libraries Unlimited Inc
Sekaran, U. (2003). Research Methods for Business: A Skill Building Approach. (4thedn.). USA: John Wiley & Sons Publishers.
Shepherd E. & Yeo G. (2003). Managing Records. A Handbook of Principles and Practice. London: Facet Publishing.
Smyth, R. ( 2004 ). Exploring the usefulness of a conceptual framework as a research tool: A researcher's reflections. Issues In Educational Research, 14(2), 167-180.
Stewart H. & Galt J. (2010). Records Management Myopia: A Case Study.Available at:www.emeraldinsight.com/0956-5698.htm
Terre Blanche,Durrheim K. and Painter D.(2006). Research in Practice: Applied Method for Social Science, 2nded.RSA Cape Town: University of Cape Town.
Trevino L. & Weaver G. (2003) Managing Ethics in Business Organizations: Social Scientific Perspective.Stanford Business Books, Amazon, USA.
Tony Burns, C. Grant, Ann-Marie Brits and K. Nettle (2006), Land Administration: ndicators of success, Future Challenges: Land Equity International Ltd,Wollongong, Australia. Available: http; //www. Landequity.com.au
Tromp, L.A. (2006) proposal and thesis writing. Pauline publications: Makuyu
World Bank Group (2014) Doing Business: Measuring Business Regulations: Available http://www.doingbusiness.org/data/exploreeconomies/kenya
WB/IRMT (2000). Managing Records as the Basis for Effective Service Delivery and Public Accountability in Development: An Introduction to Core Principles for Staff of the World Bank and its Partners.
World Bank, (1991) Managing Development - The Governance Dimension, Washington D.C. http://wwwwds.worldbank.org/external/default/WDSContentServer/WDSP/IB/200 6/03/07/000090341_20060307104630/Rendered/PDF/34899.pdf
Zheka, V. (2006).Corporate Governance and Firm's Efficiency in the Case of a Transitional Country, Ukraine. Journal of Policy and Accountancy, 2 (25), 143-157.
Zeng, SX, Xie, XM, Tam, CM (2010). Relationship between cooperation networks and innovation performance of SMEs. Technovation, 30(3), 181–194
- There are currently no refbacks.