The Impact of Records Management on Service Delivery in Kenya's Immigration Department
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Management of records poses great challenges to many organizations and Government Ministries and Departments the world over. However, the efficient management of records has tremendous and great potential of making work easy, enhancing working relations, improving the corporate image as well as increasing productivity besides enhancing efficiency and effectiveness. Indeed, many organizations with the advent of Information and Communication Technology have gone hi-tech in records management which has not only enhanced their efficient production but has also reduced the labour costs albeit on the negative perspective. At the Department of Immigration in Kenya, the management of records sometimes presents serious challenges and causes concerns as regards to productivity yet the Government through the e-government project has instituted the implementation of ICT - managed records keeping. Many documents necessary for public utility are now available online, many activities and services are being offered online and more so, files and documents are been tracked online either by the officer working on the file, the manager in charge of the processes as well as the client, for some non-sensitive documentation. The proposed study seeks to find out how records management affects service delivery in the perspective of accessibility, retrieval of information, the application of ICT, the accountability and transparency of the processes at the Department and as well as the quality of the services being rendered to the clients. The study will employ a conceptual framework seeking to illustrate the relationship between the various variables in this study and records management at the Department of Immigration. The study targets all the 413 staff at the Department's Headquarters but will sample 90 members of .staff representing a 21.98 % using stratified random sampling. Primary data will be collected using questionnaires while secondary data will be collected from the libraries, journals, internet and data from the Department. Collected data will be coded, checked for completeness and summarized in tables. Descriptive statistics will be used to analyze the data with the help of the Statistical Package for Social Scientists (SPSS) and Microsoft Excel. Data will be presented using frequency tables, percentages, bar graphs and pie charts.