Records Management Practices for Effective Service Delivery in Public Service: Case of Kirinyaga County Government Registries, Kenya
DOI:
https://doi.org/10.53819/81018102t5391Abstract
Effective service delivery in the public sector is central to good governance, accountability, transparency, and citizen satisfaction, with registry-based services serving as key interfaces between government and citizens in devolved units such as Kirinyaga County. Despite the importance of effective registry services, Kirinyaga County Government registries continue to face significant challenges undermining service delivery, including poor records management, missing or misplaced files, lack of digitization, inadequate staffing and infrastructure, absence of properly designed policies, and delayed processing that led to service delays and citizen dissatisfaction. Thus, the study assessed the effect of records management practices on effective service delivery in Kirinyaga County Government registries. The study was anchored on service quality theory, records lifecycle theory, and the records continuum concept. The research employed a descriptive design, targeting a population of 124 respondents comprising 10 top management officers, 20 action officers, 40 registry staff, 4 records managers, and 50 clerical officers, with a sample of 103 respondents selected through proportionate sampling. Data were collected through questionnaires and interview schedules, with a pilot study conducted in Nakuru County Registry to test instrument reliability and validity using Cronbach's Alpha coefficients exceeding 0.7 threshold. Quantitative data were analyzed using descriptive statistics in SPSS and presented through tables and charts, while qualitative data were analyzed thematically with findings presented in narrative form. The study found that Kirinyaga County Government has established robust records management frameworks characterized by effective programs, standards, and policies, demonstrates commendable practices evidenced by regular audits and technology utilization, allocates resources adequately with sufficient staff and infrastructure, and maintains proactive approaches to addressing challenges despite rare incidents of data mismanagement. The study recommends that the county should regularly review and update records management programs, invest in modern electronic document management systems, conduct comprehensive resource assessments, strengthen data security measures through encryption protocols and access controls, and establish centralized oversight committees to coordinate efforts across departments for enhanced service delivery outcomes.
Keywords: Records Management Practices, Service Delivery, Public Service, Kirinyaga County Government Registries, Kenya
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