Effects Of Records Management Practices On Service Delivery In Universities In Nakuru County, Kenya

Abstract

The purpose of this study was to investigate the effects of records management practices on service delivery at Egerton and Kabarak Universities in Nakuru County, Kenya. The study sought to determine the nature of records available in support of records management practices on service delivery; to investigate if record management policies adhered to in the universities; to examine the challenges facing record management practices and to investigate the benefits of records management practices on service delivery. The study adopted a descriptive research design. The total population of the study was 26,620. The study adopted formula by Kothari (2004) of the margin of error to determine an appropriate sample for student respondents, which resulted in 150. Kothari (2004) rule of 30% of the population was also used to determine the sample size for employees, thus the sample population of employees was 100. Total sample size for the study was 250 respondents (the 150 students and 100 employees). The study was guided by the Records Life cycle, the Records Continuum Model (RCM) and Records Management theories. A Questionnaire was used as data collection too for the study. Collected data were cleaned, coded and entered into the computer package Statistical Packege for Social Sciences (SPSS) version 25 for analyses. The findings were presented using tables and figures in terms of frequencies and percentages.. The study established that, both universities had over the years generated and managed different types of records such as admission information and learning materials like books and journal papers. The study noted that the universities had record management policies which affected service delivery and records inventory system in place. Records management challenges included inadequate financing, inadequate records management equipment and materials, inadequate manpower, poor infrastructure and no sustainable preservation techniques. The study concluded that, record management practices affected service delivery due to the nature of records generated and challenges experienced in their management. The study suggests that the universities should embrace automated systems. Universities should design and implement effective record management policies, provide adequate funding and favourable operating environment for staff. The employees should continually be trained on relevant records management practices.