An Investigation on the Effectiveness of Records Management Programmes for Improved Service Delivery. A case study of Zambia National Airport Corporations

Abstract

At Zambia National Airport Corporation, the problem mostly arises where; employees have to allocate large office space to keep clients’ files manually and problems of lost files and poor record management systems in place. Furthermore, the institution is not protected from complaints from the public regarding delays and loss of records submission. In addition, most of the records are in paper form which can also pose a problem. The institution handles records from within the country and outside and given the sheer volume of work over the years that the population has increased including movement of people; it’s not unusual to learn of the numerous complaints of lost records. There hasn’t been a study on investigating the effectiveness of record management at Zambia National Airport Corporation. Hence, the motivation for this study which seeks to investigate the effectiveness of the record management programmes for improved service delivery at Zambia National Airport Corporation in Lusaka.