To investigate the effectiveness of records management programs for improved service delivery at ZCAS.

Abstract

Records management is defined as a function of providing control of records from creation, or receipt through their processing, distribution, organization, storage and retrieval to their ultimate disposal. For any organization to function effectively and carry on with its services, there must be one form of record or another. As a result, records regardless of their formats are key sources of information and knowledge. Effective records management provides information required for the proper functioning of organizations. Therefore, this study sought to investigate the effectiveness of records management program for effective service delivery at ZCAS. The objectives of the study were to determine the extent to which the records management programs help in managing students records at ZCAS, to find out how records management improves service delivery at ZCAS, to find out the ICT devices used by students to access their students’ records at ZCAS and to find out the challenges students face in accessing their records at ZCAS. Data was collected from 30 randomly sampled students in their second, third and fourth year. A self-administered questionnaire was used to collect this data and gave an opportunity to the students to express their views the Record management program used at ZCAS called Eduro. The results showed that most of the students at ZCAS use Eduro for various reasons such as checking financial status, checking results among others. Further the results show that students are satisfied with how Eduro manages their records (73% of the students agreed that Eduro as a records management program helps in managing students’ records) and that it has improved their service (47% of the participants said they were in agreement that Eduro provides a better service.). 90% of the respondents use computers and phones in accessing their records. Some of the challenges they face in accessing records are lack of connectivity, lack of training among others. The recommendations were that the institution needed to improve the ICTs together with connectivity and also train more staff in records management.