Influence of Records Creation and Capture Policy on Service Delivery at the County Government of Isiolo

Abstract

Records management policy is important in the management of records in any institution. The study objective was to determine the influence of records creation and capture policy on service delivery at the County Government of Isiolo. The target population was 242 employees who dealt with records at the county headquarters. Stratified sampling technique was used to classify employees into strata. Yamane simplified formula was employed to get a sample size of 151 respondents, which was proportionately distributed per department using simple random sampling technique. Structured questionnaires and interview schedules were pretested to determine validity and reliability and thereafter used to collect data. Quantitative data was analyzed using descriptive statistics with the aid of IBM – SPSS (Version 23), presented in a table and interpreted in mean, frequencies, percentages, and standard deviation. Qualitative data was analyzed using content analysis. The findings concluded that records creation and capture policy existed in the county of Isiolo although partially implemented. According to the study findings, records creation and capture policy influenced service delivery in the County Government of Isiolo. As a result, record managers were required to educate record handlers on the importance of the policy to improve service delivery. Based on the findings and conclusions, the study recommends full implementation of creation and capture policy and followed strictly in line with the county records management policy framework for improved accessibility and enhanced service delivery.