UGANDA COLLEGE OF COMMERCE, TORORO

THE EFFECTS OF REGISTRY MANAGEMENT ON SERVICE DELIVERY

CASE STUDY: BUSIA DISTRICT LOCAL GOVERNMENT

ASEPET MARY FLAVIA

UBB058/2018/BDA/082

A RESEARCH REPORT SUBMITTED IN PARTIAL FULFILLMENT OF THE

REQUIREMENTS FOR THE AWARD OF A DIPLOMA IN RECORDS AND

INFORMATION MANAGEMENT OF UGANDA BUSINESS AND

TECHNICAL EXAMINATIONS BOARD (UBTEB)

DECEMBER, 2020
 DECLARATION

I ASEPET MARY FLAVIA hereby declare that the content of this research report is a result of
my original work and has never been submitted to any institution of higher learning for any
academic award.

Signature…………………………………

ASEPET MARY FLAVIA

(Student)

Date……………………………………….

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 APPROVAL

This research report by ASEPET MARY FLAVIA conducted under the topic “the effect of
registry management on service delivery at Busia District Local Government” has been done
under my supervision and it’s now ready for submission to Uganda Business and technical
examination board with my approval.

Signature……………………………

Mr. BIRENGE SANDE GEOFFREY

(Academic supervisor)

Date…………………………………

iii
 DEDICATION

I dedicate this work to my parents Mr. Oyoo Martine and Mrs. Auma Christine Namakwa who
provided me with the needed financial support during this research report exercise.

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 ACKNOWLEDGEMENT

I thank God for keeping me alive and giving me the knowledge, inspiration and attitude to
continue my studies pursued up to this level.

My sincere gratitude and thanks goes to all my lecturers who rendered me with the necessary
guidance on how to prepare this research report.

Special thanks go to my supervisor Mr. Birenge Sande Godfrey for his friendly attitude plus his
guidance that enabled me to complete this report.

Special thanks go to the management of Busia district local government for accepting my request
and allowed me to carry out my research at Busia district Local Government.

I acknowledge Mr. Oyoo Martine and Mrs. Auma Christine Namakwa, my Uncle Mr.
Wanamangi Hillary for their positive contribution towards my report.

I appreciate my brothers Francis, Walter and Albert and my sister Patience for the support they
gave me during research study.

Also special thanks go to all my friends, Adongo Moreen and Kasolo Drake who have been
supporting me throughout my studies.

Finally, I thank Samuel for typing and printing my research report.

May the almighty God bless them all!

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 TABLE OF CONTENTS

DECLARATION.............................................................................................................................ii
APPROVAL...................................................................................................................................iii
DEDICATION................................................................................................................................iv
ACKNOWLEDGEMENT...............................................................................................................v
TABLE OF CONTENTS...............................................................................................................vi
LIST OF TABLES..........................................................................................................................ix
ACRONYMS...................................................................................................................................x
ABSTRACT...................................................................................................................................xi
CHAPTER ONE..............................................................................................................................1
INTRODUCTION...........................................................................................................................1
1.0 Introduction................................................................................................................................1
1.1 Background to the study............................................................................................................1
1.2 Statement of the problem...........................................................................................................3
1.3 Purpose of the study...................................................................................................................3
1.4 Objectives of the study..............................................................................................................4
1.5 Research questions.....................................................................................................................4
1.6 Scope of the study......................................................................................................................4
1.6.1 Subject scope..........................................................................................................................4
1.6.2 Time scope..............................................................................................................................4
1.6.3 Geographical scope.................................................................................................................4
1.7 Significance of the study...........................................................................................................4
CHAPTER TWO.............................................................................................................................6
LITERATURE REVIEW................................................................................................................6
2.0 Introduction................................................................................................................................6
2.1 Types of registries kept in the Local government.....................................................................6
2.2 Determinants of the level of Service delivery...........................................................................8
2.3 Relationship between registry management and service delivery...........................................10
2.4 Conclusion...............................................................................................................................11

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CHAPTER THREE.......................................................................................................................12
METHODOLOGY........................................................................................................................12
3.0 Introduction..............................................................................................................................12
3.1 Research design.......................................................................................................................12
3.2 Study population......................................................................................................................12
3.4 Sample size..............................................................................................................................12
3.4.1 Sample design.......................................................................................................................13
3.5 Sources of data.........................................................................................................................13
3.5.1 Primary source of data..........................................................................................................13
3.5.2 Secondary source of data......................................................................................................13
3.6 Data collection methods/tools..................................................................................................13
3.6.1 Questionnaire........................................................................................................................13
3.8 Data Collection Procedures.....................................................................................................13
3.8 Data analysis............................................................................................................................14
CHAPTER FOUR.........................................................................................................................15
PRESENTATION, INTERPRETATION, AND DISCUSSION OF STUDY FINDINGS..........15
4.0 Introduction..............................................................................................................................15
4.1 Response Rate..........................................................................................................................15
4.2 Background Information..........................................................................................................15
4.2 Registry Management..............................................................................................................18
4.3. Service Delivery.....................................................................................................................21
4.4 Relationship between registry management and service delivery...........................................22
CHAPTER FIVE...........................................................................................................................25
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS OF THE STUDY FINDINGS 25
5.0 Introduction..............................................................................................................................25
5.1 Summary on study findings.....................................................................................................25
5.1.1 Summary of findings on Registry Management...................................................................25
5.1.2 Summary of the findings on service delivery.......................................................................26
5.1.3 Summary on the findings on the relationship between registry management and service
delivery..........................................................................................................................................26
5.2 Conclusion of the study findings.............................................................................................27

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5.2.1 Conclusion on findings on the registry management...........................................................27
5.2.2 Conclusion on findings on Service Delivery........................................................................27
5.2.3 Conclusion on the findings on the relationship between registry management on service
delivery..........................................................................................................................................27
5.3 Recommendation on findings of the study..............................................................................28
5.3.1 Recommendation on the findings of registry management..................................................28
5.3.2 Recommendation on the findings of service delivery..........................................................28
5.3.3 Recommendations on the findings on the relationship between registry management and
service delivery..............................................................................................................................29
5.4 Limitation and delimitations of the study................................................................................29
5.5 Areas for further research........................................................................................................29
REFERENCES..............................................................................................................................30
Appendix A: Questionnaire...........................................................................................................32
Appendix B: Research budget.......................................................................................................36
Appendix C: Time frame...............................................................................................................37

LIST OF TABLES

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Table 4.1: Findings of the gender of the respondents....................................................................15
Table 4.2: Findings on the age of respondents..............................................................................16
Table 4.3: Findings on the marital status of respondents..............................................................16
Table 4.4: Findings on the academic qualification of the respondents..........................................17
Table 4.5: Showing the working experience of the respondent.....................................................17
Table 4.6: Showing whether the Local government carries out registry management.................18
Table 4.7: Showing the effectiveness of registry management in Busia District Local
Government...................................................................................................................................18
Table 4.8: Showing the different types of registries kept in the Busia District Local Government
.......................................................................................................................................................19
Table 4.9: Showing the level of service delivery in Busia District Local Government................21
Table 4.10: Showing the determinants of service delivery in Busia District Local Government. 21
Table 4.11: Showing whether registry management has an effect on service delivery in Busia
District Local Government............................................................................................................22
Table 4.12: Showing the relationship between registry management and service delivery..........23
Table 4.13: Showing computation of the relationship between registry management and service
delivery in Busia District Local Government................................................................................24

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 ACRONYMS

UBTEB…..….………………………Uganda Business and Technical Examination Board

x
 ABSTRACT

The research topic was to establish on the effect of registry management on service delivery in
Busia District Local Government. The objectives of the study are; to establish different types of
registries kept at Busia District Local Government, to establish the determinants of services
delivery in Busia District Local Government and to establish the relationship between registry
management and services delivery at Busia District Local Government.

The researcher used both qualitative and quantitative approaches and a descriptive research
design was used to describe and examine the obtained data. The study used the Krejcie and
Morgan table (1970) to come up with a credible sample of 30 respondents. The researcher used
Stratified random sampling technique during the study. Qualitative data was analyzed before,
during and after the actual collection of data. The spearman’s rank correlation coefficient method
is expressed with the formula below;

ρ= 1 6∑d²

n (n²-1)

Where n= number of items observed

d= difference between the rank of the values of corresponding variables
∑= Summation of values
ρ = spearman’s correlation coefficient value

From the analysis, 0.83 shows that there was a very strong relationship between registry
management and service delivery of Busia District Local Government. Therefore registry
management strongly affects service delivery in Busia District Local Government.

The researcher recommended that the management of Busia District Local Government should
undertake appropriate registry management so as to achieve effective service delivery. However
some areas were not covered and hence being recommended for further study which include; the
effect of registry management to other factors such as profitability in Busia District Local
Government and The effect of financial management, employee motivation on service delivery
in Busia District Local Government

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 CHAPTER ONE

INTRODUCTION

1.0 Introduction

This chapter presents the background to the study, statement of the problem, purpose, objectives of the
study, research questions, scope and significance of the study.

1.1 Background to the study

In America, the earliest known deeds were recorded shortly after the arrival of pilgrims at Plymouth in
1620. Most land records consist of deeds and deed books. Records are among the best preserved,
largest and most genealogical record groups. However, the land records are often an overlooked
resource. Previously, Public sector record keeping systems were weak but presently they have been
greatly improved.

According to Mnjama (2003), registry management practices in African countries run in falling
systems. Mnjama (2003) further notes that the falling registry management systems in African
countries drag behind the developments of individual government, the states of the registry
management has contributed to increased corruption cases, inefficient and poor governance. Like other
countries, Kenya National Archives and documentation service is responsible for all government
records and assisting governance agencies in managing records in an internationally accepted manner.
Records should be stored in a manner that enables quick retrieval.

Registry management is a fundamental activity of any organization, registries are vital to every aspect
of governance process and institutions of all kinds; they should highly embrace registry management.
According to ISO 15489, as cited by Healy (2001), “registry management is a field of management
responsible for the efficient and systematic control of the creation, receipt, maintenance, use and
disposal of records, including the processes for capturing and maintains evidence of and information
about business activities and transactions in the form of records”. What actually keeps the public
service going in any modern system of local government is having recorded information, which is used
for planning, decision making and controlling. For any effective planning, decision making and
controlling to take place, there must have been timely access to records (Amina, 2011). According to
Kulcu (2018), registers are created and marinated to meet the goals and objectives of an organization.
Registers are the memories of an organization and are used in decision making and the basis of legal
defensibility. Without records, local governments would find it difficult to address social issues such as
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poverty, crimes, social grants, AIDs, land information and even the provision of basic service such as
water and electricity (Makhura, 2005).

Effective records management practices by governments leads to effective and efficient public
procurement process based on the recorded information in records (Michael, 2018). Many African
countries and developing countries lack systematic approach in the management of records. Poor
records management undermines transparency and accountability hence leading to corruption and loss
of public funds. According to Fust and Graf (2002), sound management of records is a base for all
governments to provide public service and enhance democracy in a state.

Patricia E. Wallace (2012), defines registry management as the planning and controlling of registry
from the time of their creation until their disposal. The disposal may be either permanent retention or
destruction after the documents have served their purpose.

According to Taylor (2016), registry management is defined as the unit of organization assigned with
the functions of managing registry in order to ensure that the organization is able to comply with
business operational needs, meet community needs and properly account to the citizens

Service delivery is important to both public and private organizations. Arries, Ebin and Newman
(2008) assert that service delivery has become an increasingly important concern of public service. The
authors maintain that service delivery can be measured by reliability, responsiveness, courtesy,
customer orientation, and confidentiality and caring. To promote efficient service delivery, registry
management needs to make people to offer services that are characterized by quality, equity, timorous
and a strong code of ethics (Aries, Ebin & Newman, 2008). Kemoni and Ngulube (2017) pointed out
that misfiled and lost records are likely to delay the service delivery and hence dent the image of any
service provider.

Registry management is an essential component of office administration. An effective records

management program allows the organization to render better customer service, provides legal
defensibility and leads to improved profitability. Hence, it is necessary to ward high priority to records
management to avoid organizational challenges that may arise owing to poor handling of office records
(Robles & Langemo, 2016). As much as people try to deny it, office organization has a distinct link
with productivity, the quicker an organization can locate a file or important legal document and the
more productive it will be (Peters, 2011). That does not, however, mean that employees have to be neat
freaks in order to be productive. It simply means that an organization needs to learn more effective

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ways to handle its daily paper flow (Shaver, 2011). Kemoni and Ngulube (2007), look at effective
records management program as a key component of any public sector for efficient and enhanced
service delivery.

In a bid to improve service delivery, many Local Governments are focusing their attention to managing
their registry in order to reduce the problems of corruption, poor roads construction, poor health
centers and poor garbage collection, and reduce inventory related costs. Despite putting their attention
on the management of registry, Local Governments still face the problems of corruption, unfinished
constructed roads, delayed garbage collection, lack of water in Local Government leading to poor
service delivery.

Busia District Local Government is not an exception to the above problems since cases of corruption,
delayed garbage collection, low water supply and dusty roads are evident. The researcher therefore
wonders why registry management in the Local Government still faces the above problems despite
adopting registry management measures; it is against such a background that the researcher is carrying
out this research study to find out whether there is a relationship between registry management and
service delivery.

1.2 Statement of the problem

Management of registry involves a wide range of functions, including management, retrieval,

appraisal, classification, and indexing of records on which all transactions conducted are based.

However, many organizations today including Busia district local government are faced with
numerous challenges with regards to service delivery evidenced with poor roads construction, ill
equipped health centers and inadequate garbage collection, among others. For instance, Busia District
Local Government registry experiences delays in information retrieval, scattered files throughout the
different units, as well as dusty documents (BDLG, Records keeping Annual Report, 2018). It is upon
this background that the researcher is carrying out an investigation to find out the possible causes of
the above symptoms and suggest appropriate remedies to these challenges.

1.3 Purpose of the study

The purpose of the study is to establish the effect of registry management on service delivery in Busia
District Local Government.

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1.4 Objectives of the study

i. To establish different types of registries kept at Busia District Local Government.

ii. To establish the determinants of services delivery in Busia District Local Government.
iii. To establish the relationship between registry management and services delivery at Busia
District Local Government.

1.5 Research questions

i. What are the different types of registries kept at Busia District Local Government?
ii. What are the determinants of services delivery in Busia District Local Government?
iii. Is there a relationship between registry management and services delivery at Busia District
Local Government?

1.6 Scope of the study

The scope of the study was based on the subject, time and geographical scope

1.6.1 Subject scope

The study was carried out under the topic, “the effect of the registry management on services delivery”
using Busia District Local Government a case study.

1.6.2 Time scope

The study covered a period of eight years as the researcher was compiling data from different sources
and it was from 2012-2020.

1.6.3 Geographical scope

The study was carried out at Busia District Local Government, located in Eastern region of Uganda,
200Kms from Kampala capital city.

1.7 Significance of the study

 The research will enable the researcher to obtain her Diploma in records and information
management since it is one of the requirements to be fulfilled by Uganda Business and
Technical Examination Board.
 The study shall be a source of knowledge to the researcher it will enable her to acquire practical
skills in the field of professionalism

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 To provide information to administrators towards lasting solutions to poor registry management
and potential good services delivery in Busia District Local Government.
 The research study will make contribution to the existing wealth of knowledge on service
delivery and thus stimulate further research in both registry management and services delivery.
 To enable the administrators of Busia District Local Government and the general public grasp
the value of quality registry management as a pillar for sound decision-making and services
delivery.
 The research will enable the government to use different types of registries to improve on
service delivery in different organizations.

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 CHAPTER TWO

LITERATURE REVIEW

2.0 Introduction

This chapter focuses on various written works of different authors whose works are related to the topic
understudy and this includes registry management, services delivery, relationship and the conclusion.

2.1 Types of registries kept in the Local government

Centralized registries

Centralized registry is one where a single registry is responsible for managing all the records in an
organization, it is essential in managing records of an office whose departments are in one location
(Sinkula, 2014). The centrality of the helps in reducing the number of filing staff hence a reduction in
staff costs.

Decentralized registries

According to Moncrieff, (2016), a decentralized registry is one whereby each department or office
operates its own registry. In such registries, filing can be performed by secretaries or individual
officers. The decentralized, registry is essential especially where offices are scattered in various
locations or where the walking distances from one office to the others is long and is likely to cause
fatigue.

Legal Records registries

It explains that legal records are those records created to evidence business transactions or legal
decisions for example; contracts, agreements, leases, policy records, case files and correspondents

Shepherd (2004) write that legal records are generated specifically from the work of courts, the police,
and public prosecution. Within legal context, records serve legal functions. Legal records support legal
rights and obligations with the legal systems, also provide proof that a particular activity took place.
Legal records contribute to accountability in an organization and in government

Administration records registries

They are created for documentary policies, procedure and guidelines like directive manuals and
reports. Saleem (2000) asserts that staff in this section manager’s records and information systems

6
related to personnel transactions such as employment, seniority leaves of absence, terminations and
changes of status. Records staff also maintain the official employee files.

Research records registries

These are created to determine trends, recent developments or new information related to an
organizations product. Research records refer to any type of records or materials that document your
research effort. These can be electronic or hard copy as in various forms of logs, notebooks,
correspondence, videos, computer databases, audio or digital records, or even the actual products of
experiments (Saffady and William, 2018).

Financial Records registries

These are created for accounting and fiscal use. Example includes financial statements and tax forms
and formal documents representing the transactions of a business, individual or other organization.
Financial records maintained by most businesses include a statement of retained earnings and cash
flow, income statements and the company’s balance sheet and tax retunes keeping financial record
organized is a key element in a successful business (Mackie, 2017).

Active current records registries

Mackie (2017) defined active records as open files that are in sue for conducting the current business
of the organization. The author emphasizes that current records and documents those records that are
constantly in use and should therefore be maintained close to the users.

Semi-Active or Semi-Current Records registries

These are records that consist of the recently closed files. They are only infrequently used. They should
be entered in a closed records register and systematically transferred and organized in a departmental
or organizational records center and the register acts as retrieval tool (Saffady and William, 2018).

Non-Active or Non-Current Records registries

Saleem (2000) asserts that these are documents that are scarcely ever referred to for the conduct of
business operations. Non-current of non active records should be reviewed and appraised in order to
make judgment on their further retention and those that are selected as valuable records should be
preserved in the records centre or with prior arrangements transferred to the National Archives for long
term.

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2.2 Determinants of the level of Service delivery

Bateman (2017), states that for service delivery to be achieved in the organization there must be a
relationship between the leaders and the subordinates. Leaders sometimes attribute unsatisfactory
service delivery to their subordinates hence this is to some extent seen in Busia District Local
Government.

Staff competence also influences the level of service delivery in an organization, since staff must have
necessary skills, knowledge and attitude to ensure effective service delivery (Balunywa, 2016).

As a crucial responsibility of government and government institutions, the public service should
deliver services that a society requires to maintain and improve its welfare. To do this, government
institutions require organizational structures and suitably qualified people who must be supported to
deliver the services they are responsible for (Whitaker, 2013). Besley and Ghatak (2007) argue that
public services are delivered by a nexus of relationships between beneficiaries, politicians and service
providers (such as bureaucrats, doctors, and teachers). They insist that it is necessary to analyze the
incentives that govern the behavior of politicians and service providers, if services are to match the
best interest of the beneficiaries. The authors further argue that the main concern in public service
provision is how the obligations of the different parties is defined and enforced.

In Jooste (2008), it is indicated that the use of public values, institutions, and service market in
contracting can actually improve service delivery. They insist that stakeholder preferences and
democratic processes establish the values to be optimized in service delivery. Furthermore, public law
and organizational arrangements determine the contracting tools available for balancing competing
values; and the characteristics of service markets influence which contracting tools and vendors are
best suited to achieve stakeholder values (Jooste, 2008). More so, a complex combination of strategies
is needed to ensure that service employees are willing and able to deliver quality services and that they
stay motivated to perform in customer-oriented, service minded ways. Continuous motivation of
employees to be customer-oriented will enhance service quality.

In order to build a customer-oriented, service-minded workforce, organizations must hire the right
people, develop people to deliver service quality, provide the needed support systems, and retain the
best people (Jooste, 2008). In 2003 the Economic Commission for Africa (ECA) stated that the public
sector plays a crucial role in national development. To remain viable, efficient and effective in
responding to the dynamic needs of the citizen, it has to embrace strategies that can enhance improved

8
productivity and the quality of services delivered. It outlined a number of strategies that can be adopted
by African governments to enhance public sector performance. These strategies that touch on key
requirements for improving the public sector in general and service delivery in particular, are based on
the concept of a ‘lean’ government. This means a government that is run in partnership with all
stakeholders, and one that focuses on promoting the advancement of the private sector and citizens
through a well-managed policy and regulatory environment. The major strategies for improving
service delivery as outlined by ECA (2003) are total quality management, organizational strategic
management, training and development, and the Lean Six Sigma strategy.

According to Tamrakar (2010), public services should be concerned with what customers want rather
than what providers are prepared to give. Yet in most of the developing countries public service
delivery is characteristic of ineffective, cumbersome, too procedural, costly, red taped and not
transparent systems. Tamrakar (2010) further argues that generally, public servants have acted as
masters without any sense of accountability and transparency instead of acting as servants of people
(Tamrakar, 2010). However, the citizens have become familiarized to the enhanced service delivery
from the private sector and thus, they now view the public sector as another provider of services for
which they pay taxes.

The decentralization of responsibility for financing and providing services from central government to
local governments is expected to improve local own-source revenue generation, spending and service
delivery. Theoretically, the expected benefits essentially derive from the relative physical nearness of
local governments to their respective constituents. Proximity means that local governments are better
placed to accurately discern demand for services, spend and tax effectively and efficiently and improve
service delivery (Martinez-Vazquez & Vaillancourt, 2011).

Local level political accountability is also ostensibly enhanced with the increased proximity that
obtains under decentralized regimes. Because citizens are physically closer to their local governments,
they are better able to insist that their demands for more and better services are met. The increased
demand-side accountability therefore reinforces improvements to local government fiscal and service
delivery performance on the supply side. The overall result is significantly improved local government
performance, in theory (Martinez-Vazquez & Vaillancourt, 2011).

9
2.3 Relationship between registry management and service delivery

Studies of DeLean, (2012) indicate that the top reasons for organizations to equip their staff with
laptops are to: improve task outcome presentations, better manage customer files, and increase
communication between the home office and the field force and increase productivity. Another stream
of research has investigated the effects of information (systems) on individual (decision) delivery in
laboratory settings and showed that registry management strongly affects service delivery in public
organizations (DeLone & McLean 2012).

Oguta, (2013) observes that registry management in an organization is more complex and difficult than
its fragment uses. Registry management is important since records contain true facts giving knowledge
relating to a specific event or situation which may stand as basis for service delivery and decision
making.

Due to its management, retrieval and network a capacity, registry management has the potential to
enable facilitate these processes of information acquisition, dissemination and utilization (Huber 2011;
Glazer 2011; Fletcher 2010). Hence, staff may learn and enhance their knowledge levels, both more
efficiently and effectively, by using the records that are kept and maintained properly.

Properly kept records and information allow services to draw upon an expansive (computerized)
organizational memory of people and databases, and to update their beliefs and knowledge about
business relationships (Huber, 2011). For instance, electronic communication media can link staff to
other professionals within and across organizational boundaries. Furthermore, when faced with an
information need, staff can search and tap into vast amounts of information readily available in
computer databases.

Bruch Stator, (2004) explains that registry management is a formal method of making the needed
records available to management. Accurate and timely records are necessary to facilitate decision
making process and enable the organization control and operational function to be carried out
efficiently and effectively. This provides information about the past, present and future of an
organization for comparatively short period of time thereby adding to the relevance of service delivery
in record keeping in an organization.

The implementation of sound registry management practices for records can result in a number of
benefits for government. One of the most important benefits is to ensure a creation and management

10
of accurate and reliable records to ensure proper service delivery. This allows organizations to fulfil
legal mandates regarding the protection of their records (Mashburn, 2001).

Lawal (2007) attributed the challenges associated with registry management in most organizations to
corruption or inadequate finance delay service delivery. According to him, corrupt leaders in Africa
do not provide adequate funds, facilities, and infrastructure for proper and efficient electronic record
management. Instead, corrupt bureaucrats intentionally distort public policies, public records, decision-
making apparatuses, and sometimes go to a length to transfer experienced records managers in a bid to
create opportunities for embezzlement.

Brendan (2012) opined that, growing use of information technologies in registry management creates a
lot of problems in the management of records in both public and private organizations. He added that
in Africa and many developing countries governments are looking forward to computerizing their core
functions and compelled most African countries to use ICTs in their public services by adopting e-
government.

Proper registry management help to support the expectation of a democratic society for transparency
and they protect citizen’s rights hence proper service delivery. They enable governments to deliver
electronically enabled services to citizens (e-government) and facilitate citizen participation through
the provision of information and digital interaction (Shepherd, 2010). Thus, records have to be
managed as a strategic resource so as to facilitate the day to day operations of the institution.

Mnjama (2004) pointed out that there are several reasons why organizations should manage registry as
a key resource, including: registries themselves are organizational assets because they document
organizational activities and are needed for audit trails, especially in establishing who did what, why
and when. Without proper registries, meaningful audits cannot be carried out, fraud cannot be proven,
and those responsible for the financial management of the institutions cannot be held accountable for
their actions.

2.4 Conclusion

Based on the literature review above, there is evidence that registry, information management and
information maintenance has significant effect on service delivery.

This is likely to also be the case with Busia District Local Government. That is why the researcher is
prompted to carry out the study to establish the relationship between registry management and
services’ delivery at Busia District Local Government.
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 CHAPTER THREE

METHODOLOGY

3.0 Introduction

This chapter presents the description of how the study was carried out. It presents the research design,
study area, study population, sample design, methods of data collection, data collection instruments,
sources of data, data analysis and ethical consideration.

3.1 Research design

The researcher used both qualitative and quantitative research design, survey because it is suitable to
access the effect of registry management on service delivery in an organization, a case study of Busia
district local government. Furthermore, descriptive research design was used to describe and examine
the obtained data while analytical research design was used to establish the relationship between
registry management and service delivery.

3.2 Study population

The population was comprised of 35 people. These were selected depending on the type of employees
of different departments majorly from accounts, registry, human resource and top management.

3.4 Sample size

The study used the Krejcie and Morgan table (1970) to come up with a credible sample of 30
respondents comprising of 4 registry officers, 3 top managers, 5 accounts staff, 10 heads of
department, 2 secretaries, and 6 support staff.

Table 1: Showing the study population Distribution

Category of persons Number Percentage %
Registry officer 04 13
Top managers 03 10
Accounts staff 05 17
Heads of department 10 33
Secretaries 02 7
Support staff 06 20
Total 30 100
Source: Primary data

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3.4.1 Sample design

A stratified sample design was used for the study, where the study population was divided into none
over tapping groups or status according to the different characteristics of the study population. This
method is advantageous in that it ensures that the data collected represents not only the overall
population but also key sub-groups of the population.

3.5 Sources of data

There are two major sources of data the researcher used while carrying out the investigation.

3.5.1 Primary source of data

It is data got direct from the field or from the respondents. It is known as original data since
information is got for the first time.

3.5.2 Secondary source of data

It is a type of data source got from other sources. It is also called second hand data because the
researcher reviews other people’s literature. The data was obtained from journals, text books, and
magazines extra, all related to the topic in question

3.6 Data collection methods/tools

3.6.1 Questionnaire

A questionnaire is a reformulated written set of questions to which respondents record their answers
usually within a rather closely defined alternative. This is a method of data collection where
questionnaires are sent to persons from the case study concerned with the questions to answer the
questions and to return the questionnaires to the researcher. It can be a form containing series of
questions and providing spaces for answers which contain close ended for respondents who are to meet
face to face by the researcher like top managers of Busia district local government. The researcher used
the method because it gives first-hand information and the respondents are able to take his or her own
time to answer the questions.

3.8 Data Collection Procedures

The researcher identified a research problem and identified a research topic as the effect of registry
management on service delivery in an organization, and presenting it for approval by the supervisors.
The researcher started writing a proposal and prepared a data collection instrument and took it to the

13
supervisor for approval. Then an introduction letter was obtained and took it to Busia district local
government to seek for permission to carry out the study form the place.

The researcher distributed questionnaires and collected them after they were filled and started
analyzing and presenting data. The researcher first draft of research was compiled and submitted to the
supervisor for approval and after approval with few adjustments the final copy was compiled, bind and
submitted to the supervisor who in turn handed to the research supervisor for final submission to
Uganda Business Technical and Examination Board.

3.8 Data analysis

Data analysis involves processing of data, interpretation and reporting of the information collected. It
involved data processing which means transforming data and analyzing it in order to make meaningful
and useful information. Data processing has three steps namely; editing, classifying, and tabulating.
The data collected was recorded and processed both manually and electronically using computer. The
data was analyzed using tables and percentages. Qualitative data was analyzed before, during and after
the actual collection of data.

The spearman’s rank correlation coefficient method is expressed with the formula below;

ρ= 1 6∑d²

n (n²-1)

Where n= number of items observed

d= difference between the rank of the values of corresponding variables

∑= Summation of values

ρ = spearman’s correlation coefficient value

14
 CHAPTER FOUR

PRESENTATION, INTERPRETATION, AND DISCUSSION OF STUDY FINDINGS

4.0 Introduction

This chapter involves presentation of data, interpretation and discussion of finding on the effect of
registry management on service delivery of Busia District Local Government basing on study
objectives and questionnaire. Findings got from Busia District Local Government were guided by the
following specific objectives;

 To establish different types of registries kept at Busia District Local Government.

 To establish the determinants of services delivery in Busia District Local Government.
 To establish the relationship between registry management and services delivery at Busia
District Local Government.

4.1 Response Rate

The study was based on the study population of 35 respondents consisting of a cross section of
accounts, registry, clients and community, human resource and top management of Busia District
Local Government, the researcher distributed 35 questionnaires but the researcher only received 30
questionnaires from respondents representing a response rate of 85.7%. This was due to the busy
schedule of most of the employees of the Local government.

4.2 Background Information

The study findings were on gender, age, marital status, education qualification, and the working
experience of the respondents and their period of stay with the Busia District Local Government.

4. 1.1: Findings on the gender of the respondents

Table 4.1: Findings of the gender of the respondents

Gender Frequency Percentages %

Male 18 60
Female 12 40
Total 30 100
Source: Primary data

15
The results of the findings on the gender of the respondents indicate that out of the 30 respondents
100%, 18(60%) of the selected respondents were male and 12(40%) of the selected respondents were
female. This implied that most of the employees of Busia District Local Government were male and
few were female.

4.1.2 Findings on the age of respondents

Table 4.2: Findings on the age of respondents

Age Frequency Percentage

20-30 years 3 10
31-40 years 15 50
41-50 years 6 20
50 years and above 6 20
Total 30 100
Source; primary data

The results of the findings on the age of selected respondents, shows that out of the 30(100%), 3(10%)
of the selected respondents were between 20-30 years, 15(50%) were between 31-40 years, 6(20%)
were between 41-50 years and the other 6(20%) were 50 years and above which indicated that the
majority of the respondents were of age bracket 31-40 years. This implied that the majority were
expected to be hard working in the Busia District Local Government.

4.1.3 Findings on the marital status of respondents

Table 4.3: Findings on the marital status of respondents

Status Frequency Percentage %

Married 21 70
Single 9 30
Total 30 100
Source: Primary data

From the table above, it was found that the participants possessed distinct status in marriage. Out of the
30(100%), 21(70%) of the participants in the study were married while 9(30%) were single. It implied
that Busia District Local Government majorly employed those that were married as a sign of
responsibility and maturity.

16
4.1.4 Findings on the academic level of respondents
Table 4.4: Findings on the academic qualification of the respondents

Level of education Frequency Percentage %

Certificate 3 10
Diploma 15 50
Degree 9 30
Masters and above 3 10
Total 30 100
Source; primary data

From table 4.4 above, it shows that respondents were found to be of different academic background.
3(10%) of the respondents were holding certificates, 15(50%) diploma and 9(30%) of the respondents
were of degrees and 3(10%) held masters and above. This implied that majority of the selected
respondents had the skills to do the work.

4.1.6 Findings on working experience of the respondents

Table 4.5: Showing the working experience of the respondent

Years Frequency Percentage %

Less than a year 0 0
1-3 years 6 20
4-6 years 6 20
7-10 years 18 60
Over 10 years 0 0
Total 30 100
Source: Primary data

The results of the findings on the periods of stay in Busia District Local Government, showed that out
of 30(100%) of the respondents, 0(0%) of the respondents had period of stay were less than one year, it
indicates that 6(20%) of the respondents had worked for a period of 1-3 years, 6(20%) had worked for
4-6 years and 18(60%) had worked for 7-10 years and none over 10 years. This implied that the
majority of the staff had experience in doing the work.

17
4.2 Registry Management

4.2.1 Findings on whether the Local government carries out registry management
Table 4.6: Showing whether the Local government carries out registry management

Response Frequency Percentage %

Yes 24 80
No 6 20
Total 30 100
Source: Primary data

The results on the findings on whether the Local government carries out registry management showed
that out of 30(100%) of the respondents 24(80%) said yes, that the Local government carries out
registry management and it also indicated that 6(20%) said no. This implied that most of the
respondents accepted that the Local government carries out registry management in Busia District
Local Government.

4.2.2 Findings on the effectiveness of registry management in Busia District Local Government
Table 4.7: Showing the effectiveness of registry management in Busia District Local Government

Response Frequency Percentage %

Effective 16 53.3
Infective 10 33.3
I don’t know 4 13.4
Total 30 100
Source: Primary Data

From table 4.7 16(53.3%) of the respondents showed that the rate of effectiveness of registry
management in Busia District Local Government, was effective while 10(33.3%) indicated it is
ineffective and 4(13.4%) stated that they did not know. This implied that Busia District Local
Government does have a registry management which is effective.

18
 4.2.3 Findings on the different types of registries kept in Busia District Local Government
Table 4.8: Showing the different types of registries kept in the Busia District Local Government

No Types of registries kept Strongly Agree Disagree Strongly Not Total

. agree disagree sure
Freq& Freq& Freq& % Freq& Freq& Freq&
% % % % %
(i) Legal records registries 18(60) 6(20) 3(10) 3(10) 0(0) 30(100)
(ii) Administration records registries 11(36.7) 10(33.3) 6(20) 3(10) 0(0) 30(100)
(iii) Research records registries 14(46.7) 10(33.3) 6(20) 0(0) 0(0) 30(100)
(iv) Financial records registries 18(60) 12(40) 0(0) 0(0) 0(0) 30(100)
(v) Active or current records registries 12(40) 15(50) 3(20) 0(0) 0(0) 30(100)
(vi) Semi-Active or Semi-Current 18(60) 6(20) 6(20) 0(0) 0(0) 30(100)
record registries
(vii) Non – Active o Non-Current 9(30) 12(40) 9(30) 0(0) 0(0) 30(100)
records registries
Source: Primary data

From table 4.8 above, it showed that majority of the respondents 18(60%) strongly agreed that records
registries are kept in Busia district local government, 6(20%) agreed and 3(10%) disagreed and 3(10%)
strongly agreed. This implied that the majority of the selected respondents agreed that legal records
registries are kept in Busia District Local Government. This was in line with Shepherd (2004) who
writes that legal records are generated specifically from the work of courts, the police, and public
prosecution.

From the table above, 11(36.7%) strongly agreed, 10(33.3%) agreed, that administration records
registries are kept in Busia district local government, 6(20%) disagreed and 3(10%) strongly disagreed
with the statement. This indicated that majority of the selected respondents agreed that administration
records registries are kept in Busia District Local Government. This was in agreement with Saleem
(2000), who asserts that staff in this section manager’s records and information systems related to
personnel transactions such as employment, seniority leaves of absence, terminations and changes of
status. Records staff also maintain the official employee files.

Results showed that research records registries are kept in Busia District Local Government,
14(46.7%) strongly agreed, 10(33.3%) agreed and 6(20%) disagreed with the statement. This indicated
19
that majority of the selected respondents of Busia District Local Government agreed that research
records registries are kept in Busia district local government. This was in agreement with Saffady and
William, (2018) who sates that these can be electronic or hard copy as in various forms of logs,
notebooks, correspondence, videos, computer databases, audio or digital records, or even the actual
products of experiments.

18(60%) of the respondents strongly agreed that financial records registries are kept in Busia district
local government, 12(40%) agreed. This implied that majority of the respondents accepted that
financial records registries are kept in Busia district local government. This was in line with Mackie,
(2017) who states that financial records maintained by most businesses include a statement of retained
earnings and cash flow, income statements and the company’s balance sheet and tax retunes keeping
financial record organized is a key element in a successful business.

Findings should indicated that 12(40%) of the respondents strongly agreed, 15(50%) agreed that active
or current records registries are kept in Busia district local government, 3(20%) disagreed. This
implied that majority of the respondents agreed that active or current records registries are kept in
Busia district local government. This was in agreement with Mackie (2017) emphasizes that current
records and documents those records that are constantly in use and should therefore be maintained
close to the users.

Results further showed that 18(60%) of the respondents strongly agreed and 6(20%) agreed that semi-
active or semi current record registries are kept in Busia district local government. This implied that
majority of the respondents strongly agreed that semi-active or semi current records registries are kept
in Busia district local government. This was in agreement with Saffady and William, (2018). Who
sattes that semi-active or semi-current records registries should be entered in a closed records register
and systematically transferred and organized in a departmental or organizational records center and the
register acts as retrieval tool.

20
 4.3. Service Delivery

4.3.1 Findings on the level of service delivery in Busia District Local Government
Table 4.9: Showing the level of service delivery in Busia District Local Government

Response Frequency Percentage %

High 6 20
Moderate 15 60
Low 6 20
Not sure 3 10
Total 30 100
Source: Primary Data

From the table 4.9, 6(20%) shows that the current level of service delivery were high, 15(60%)
indicated that it was moderate and 6(20%) said it was low while 3(10%) of the respondents were not
sure. This implied that the level of service delivery in Busia District Local Government is moderate
with 15(60%) in Busia District Local Government.

4.3.2 Findings on the determinants of service delivery in Busia District Local Government
Table 4.10: Showing the determinants of service delivery in Busia District Local Government

Statements Strongly Agree Disagree Strongly Not sure Total

agree disagree
Freq& % Freq&% Freq& % Freq& % Freq& % Freq& %
(i) There is increased accountability 24(80) 6(20) 0(0) 0(0) 0(0) 30(100)
for the stewardship of district
resources
(ii) There is good working relationship 12(40) 18(60) 0(0) 0(0) 0(0) 30(100)
between the management of the
district local government and the
workers
(iii) There is good governance and 12(40) 15(50) 3(20) 0(0) 0(0) 30(100)
performance management in our
local government
(iv) The local government has skilled 18(60) 6(20) 6(20) 0(0) 0(0) 30(100)
employees with knowledge on
service delivery
Source: Primary Data

21
In table 4.10 indicates 24(80%) of the respondents strongly agreed that there is increased
accountability for the stewardship of district resources, and 6(20%) agreed. This implied that majority
of the respondents accepted that there is increased accountability for the stewardship of district
resources.

12(40%) of the respondents strongly agreed, 18(60%) agreed, that there is good working relationship
between the management of the district local government and the workers. This indicated that all the
respondents accepted that there is good working relationship between the management of the district
local government and the workers.

12(40%) of the respondents strongly agreed that there is good governance and performance
management in our local government, 15(50%) agreed and 3(10%) disagreed. This implied that the
majority of the respondents agreed that there is good governance and performance management in our
local government.

From the findings 30(100%) respondents, 18(60%) of the respondents strongly agreed, 6(20%) agreed,
6(10%) disagreed that the local government has skilled employees with knowledge on service delivery.
This indicated that most of the respondents accepted that the local government has skilled employees
with knowledge on service delivery.

4.4 Relationship between registry management and service delivery

4.4.1 Findings on whether registry management affects service delivery in Busia District Local
Government
Table 4.11: Showing whether registry management has an effect on service delivery in Busia
District Local Government

Responses Frequency Percentage%

Yes 24 80
No 6 20
Total 30 100
Source: Primary data

Table 4.11, shows that 24(80%) of the respondents accept that registry management has an effect on
service delivery in Busia District Local Government while 6(20%) said that registry management did
not have an effect on service delivery. This indicated that majority of the respondents agreed that
registry management has an effect on service delivery in the Busia District Local Government.
22
4.4.2 Findings on the relationship between registry management and service delivery
Table 4.12: Showing the relationship between registry management and service delivery
Relationship Strongly Agree Disagree Strongly Not Total
agree disagree sure
Freq& Freq& Freq& Freq& Freq Freq&
% % % % &% %
Effective service delivery cannot be 9(30) 12(40) 9(30) 0(0) 0(0) 30(100)
achieved without planned organized
registry management system
Registry management has strongly 15(50) 9(30) 6(20) 0(0) 0(0) 30(100)
affected service delivery in the local
government
Registry management should give 15(50) 12(40) 3(10) 0(0) 0(0) 30(100)
accurate information in time
The Local government should evaluate 18(60) 3(10) 3(10) 0(0) 6(20) 30(100)
any records received on its quality for
improved service delivery
Source: Primary source

From table 4.12 above, this indicated that majority of the respondents accepted that effective service
delivery cannot be achieved without planned organized registry management system whereby 9(30%)
of the respondents strongly agreed, 12(40%) agreed and 9(30%) disagreed. This implied that majority
of the respondents agreed that effective service delivery cannot be achieved without planned organized
registry management system.

15(50%) of the respondents strongly agreed that registry management has strongly affected service
delivery in the local government, 9(30%) agreed, 3(20%) of the respondents disagreed about the
relationship. This implied that the majority of the respondents agreed that registry management has
strongly affected service delivery in the local government. This was in agreement with Ingram & La
Forge (2014) and Moncrieff (2016) who stated that to effectively use their knowledge, services need to
be able to acquire information about the organization and customer situations.

15(50%) of the respondents strongly agreed, 12(40%) of the respondents agreed that registry
management should give accurate information in time, while 3(10%) of respondents disagreed. This
23
implied that the majority of the respondents agreed that registry management should give accurate
information in time.

From the table above, 18(60%) of the selected respondents strongly agreed that the Local government
should evaluate any records received on its quality for improved service delivery, 3(10%) agreed,
3(10%) disagreed and 6(20%) were not sure. This implied that majority of the respondents strongly
agreed that the Local government should evaluate any records received on its quality for improved
service delivery.

4.4.5 Findings on the computation of the relationship between registry management and service
delivery in Busia District Local Government
Table 4.13: Showing computation of the relationship between registry management and service
delivery in Busia District Local Government

Response Frequency (x) Frequency( y) Rx Ry d=Rx-Ry d²

Table 4.8 (i) Table 4.10 (iii)
Strongly agree 18 12 1 2 -1 1
Agree 6 15 2 1 1 1
Disagree 3 3 3.5 3 0.5 0.25
Strongly disagree 3 0 3.5 4.5 -1 1
Not sure 0 0 5 4.5 0.5 0.25
Total 30 30 ∑d²=3.5
Source: Primary data

ρ¿ 6∑d2
n (n²-1)

ρ= (6 X 3.5)
5 (5²-1)

ρ = 1- 21
5(5²-1)

ρ = 0.83
Basing on the results above, 0.83 shows that there was a very strong relationship between registry
management and service delivery of Busia District Local Government. Therefore registry management
strongly affects service delivery in Busia District Local Government.
24
 CHAPTER FIVE

SUMMARY, CONCLUSIONS AND RECOMMENDATIONS OF THE STUDY FINDINGS

5.0 Introduction

The chapter included summary, conclusion and recommendation of the findings and the limitation of
the study. The conclusion and recommendation was provided according to the objectives of the study,
study findings and data in the questionnaire.

5.1 Summary on study findings

This was according to the study objectives, questionnaires data and study findings.

5.1.1 Summary of findings on Registry Management

The results on the findings on whether the Local government carries out registry management showed
that out of 30(100%) of the respondents 24(80%) said yes, that the Local government carries out
registry management and it also indicated that 6(20%) said no. results indicated that 16(53.3%) of the
respondents showed that the rate of effectiveness of registry management in Busia District Local
Government, was effective while 10(33.3%) indicated it is ineffective and 4(13.4%) stated that they
did not know.

Findings showed that majority of the respondents 18(60%) strongly agreed that records registries are
kept in Busia district local government, 6(20%) agreed and 3(10%) disagreed and 3(10%) strongly
agreed. Findings further showed that 11(36.7%) strongly agreed, 10(33.3%) agreed, that administration
records registries are kept in Busia district local government, 6(20%) disagreed and 3(10%) strongly
disagreed with the statement.

Results showed that research records registries are kept in Busia District Local Government,
14(46.7%) strongly agreed, 10(33.3%) agreed and 6(20%) disagreed with the statement. The results
showed that 18(60%) of the respondents strongly agreed that financial records registries are kept in
Busia district local government, 12(40%) agreed.

Findings should indicated that 12(40%) of the respondents strongly agreed, 15(50%) agreed that active
or current records registries are kept in Busia district local government, 3(20%) disagreed. Results
further showed that 18(60%) of the respondents strongly agreed and 6(20%) agreed that semi-active or
semi current record registries are kept in Busia district local government.
25
5.1.2 Summary of the findings on service delivery

The findings showed that 6(20%) shows that the current level of service delivery was high, 15(60%)
indicated that it was moderate and 6(20%) said it was low while 3(10%) of the respondents were not
sure. Results indicated 24(80%) of the respondents strongly agreed that there is increased
accountability for the stewardship of district resources, and 6(20%) agreed.

Results showed that 12(40%) of the respondents strongly agreed, 18(60%) agreed, that there is good
working relationship between the management of the district local government and the workers.
12(40%) of the respondents strongly agreed that there is good governance and performance
management in our local government, 15(50%) agreed and 3(10%) disagreed. Findings showed that
30(100%) respondents, 18(60%) of the respondents strongly agreed, 6(20%) agreed, 6(10%) disagreed
that the local government has skilled employees with knowledge on service delivery.

5.1.3 Summary on the findings on the relationship between registry management and service
delivery

The findings showed that 24(80%) of the respondents accept that registry management has an effect on
service delivery in Busia District Local Government while 6(20%) said that registry management did
not have an effect on service delivery. 9(30%) of the respondents strongly agreed, 12(40%) agreed that
effective service delivery cannot be achieved without planned organized registry management system
in Busia District Local Government, 9(30%) disagreed.

Findings showed that 15(50%) of the respondents strongly agreed that services need to be able to
acquire information about the organization and customer situations, 9(30%) agreed, 3(20%) of the
respondents disagreed about the relationship, findings further showed that 15(50%) of the respondents
strongly agreed, 12(40%) of the respondents agreed that registry management should give accurate
information in time, while 3(10%) of respondents disagreed. 18(60%) of the selected respondents
strongly agreed that the Local government should evaluate any records received on its quality for
improved service delivery, 3(10%) agreed, 3(10%) disagreed and 6(20%) were not sure.

26
5.2 Conclusion of the study findings

The conclusion was given according to the objective of the study, study findings and data in the
questionnaires.

5.2.1 Conclusion on findings on the registry management

Findings show that even with the majority accepting that there is existence of registry management in
Busia District Local Government, failure to undertake properly has made it inappropriate to date. On
the other hand, even where many staff and community members of Busia District Local Governments
aid that registry management is effective, improper implementation has made it inappropriate.

5.2.2 Conclusion on findings on Service Delivery

Besides the findings that indicated that the dominating number of selected respondents of Busia
District Local Government that accepted that there moderate service delivery, failing to properly
improve it has resulted into ineffective service delivery.

Findings also showed that the management of Busia District Local Government has not been able to
consider determinants of service delivery such as reliability, tangibility, leaders and subordinates
among others has made service delivery implementation ineffective.

5.2.3 Conclusion on the findings on the relationship between registry management on service
delivery

Although findings showed that there was a strong relationship between registry management and
service delivery in Busia District Local Government, it was inappropriate registry management that
caused ineffective service delivery.

Despite the fact that the findings showed that registry management affects service delivery in Busia
District Local Government, failure by its management to take advantage of relating factors such as
proper management of the registry has made it end up with inappropriate registry management which
has caused ineffective service delivery. Basing on the results above, 0.83 shows that there was a very
strong relationship between registry management and service delivery of Busia District Local
Government.

27
5.3 Recommendation on findings of the study

The information here was provided according to objectives of the study findings and data in the
questionnaire. This was on the demographic characteristics, registry management, level of service
delivery, and the relationship between registry management and service delivery of Busia District
Local Government.

5.3.1 Recommendation on the findings of registry management

The recommendations were given according to the objectives of the study findings and data in the
questionnaire.

The management of Busia District Local Government should adjust the nature of employees or
recipients by employing a large group for instance more male than female or more adults that are
meant to be more experienced with registry management may enable Busia District Local Government
to perform better.

New and existing employees should be sensitized and trained about registry management and the
benefits since this will lead to high performance of the Busia District Local Government.

Registry management should be geared at strengthening the relationship between employees,

employers and clients.

The Local government should ensure that embracement of registry management should assist in
establishing better and improved access to information.

5.3.2 Recommendation on the findings of service delivery

The management of Busia District Local Government should properly undertake activities that
enhance service delivery in order to make it effective.

The management of Busia District Local Government should implement policies that would lead to
effective service delivery amongst its staff from the various departments such as accounts department,
procurement department and the community members. Busia District Local Government should
consider the determinants of service delivery such as liability, tangibility, leaders and subordinates
among others in order to make it effective.

28
5.3.3 Recommendations on the findings on the relationship between registry management and
service delivery

The management of Busia District Local Government should undertake appropriate registry
management so as to achieve effective service delivery.

The management of Busia District Local Government should take advantage of relating factors such as
proper management of registry so as to achieve proper registry management that would lead to
effective service delivery

5.4 Limitation and delimitations of the study

Limited time, the time allocated for the research study was inadequate to allow the researcher to collect
all the information about the variable under investigation. The researcher however overcame this
problem by collecting questionnaires on the major instrument to data collected.

Financial constraints, limited financial resources hindered the researcher form getting enough
information required for study and also other facilities like transport, supervision among others.
However the researcher contacted relatives to provide financial assistance to facilitate the researcher
study.

Misplaced questionnaires by the selected respondents in Busia District Local Government and the
researcher managed to overcome this by moving with additional questionnaires.

5.5 Areas for further research

The topic is effect of registry management on service delivery in the Local government of Busia
District Local Government. However some areas were not covered and hence being recommended for
further research and these include.

 The effect of registry management to other factors such as profitability in Busia District Local
Government.
 The effect of financial management, employee motivation on service delivery in Busia District
Local Government

29
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Appendix A: Questionnaire

UGANDA COLLEGE OF COMMERCE, TORORO

QUESTIONNAIRE
Dear, respondent.

I am Asepet Mary Flavia a student of Uganda College of Commerce, Tororo pursuing a Diploma in
records and information management. I am carrying out a research report on “the effect of registry
management on service delivery in Busia District Local Government” therefore I request you to spare a
few minutes of your busy schedules to fill these questionnaires to enable me accomplish this task, your
honest and sincere response shall be highly appreciated for academic purpose and shall be treated with
at most confidentiality. I thank you very much for your cooperation.

Instructions:

Please tick the options of your choice in the spaces provided and fill in the spaces if needed.

SECTION A: Background of the respondents:

1. Gender: a) Male b) Female

2. Age group : a) 20 – 30 years b) 31 -40 years c) 41-50 years

d) 50 years and above

3. Marital status: a) Married b) Single

4. Level of education

a) Certificate
b) Diploma
c) Degree
d) Masters and above

5. Work experience

Less than a year 1-3 years 4-6 years 6 - 10years Over 10 years

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SECTION B: Registry Management

1. Does the Local Government carry out registry management?

a) Yes b) No

2. How do you rate the effectiveness of registry management in Busia District Local Government?

a) Effective
b) Ineffective
c) I don’t know

3. Indicating the level of agreement regarding the different types of registries kept in Busia District
Local Government.

Types of registries used Strongly Agree Disagree Strongly Not

agree disagree sure
Legal records registries
Administration records registries
Research records registries
Financial records registries
Active or current records registries
Semi-Active or Semi-Current Record
registries s
Non-Active or Non-Current Records
registries

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SECTION C: Service delivery

1. What is the current level of service delivery in the Local Government?

High Moderate Low Not sure

2. Indicating the level of agreement, please tick the appropriate determinants of service delivery in the
Local Government.

Determinants Strongly Agree Disagree Strongly Not sure

Agree Disagree

There is increased accountability for the

stewardship of district resources

There is good working relationship

between the management of the district
local government and the workers

There is good governance and

performance management in our local
government

The local government has skilled

employees with knowledge on service
delivery

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SECTION D: The relationship between registry management and service delivery in the Local
Government

1. Does registry management have an effect on service delivery?

a) Yes b) No

2. Indicate your level of agreement regarding the effect of registry management on service delivery in
the Local Government.

Relationship between registry management Agree Disagree Strongly Strongly Not

and service delivery agree Disagree sure

Effective service delivery cannot be achieved

without planned organized registry
management system

Registry management has strongly affected

service delivery in the local government

Registry management gives accurate

information in time.

The Local Government evaluates any records

received on its quality for improved service
delivery.

Thank you for your Cooperation

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Appendix B: Research budget

RESEARCH BUDGET
ITEMS COSTS

Typing and Printing 80,000

Binding 6,000

Transport 5,000

Supervision 130,000

Phone calls 12,000

Miscellaneous 40,000

Grand total 246,000

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Appendix C: Time frame

TIME FRAME
TIME PERIOD ACTIVITY

September 2019 Identification of research problem.

October 2019 Formulation of the research topic and approval

by the academic supervisor.

November – December 2019 Writing of chapter one, two and three

January – February 2020 Writing and distribution of questionnaires in

the case study.

March – October 2020 Covid-19 Lock down

October 2020 Collection of questionnaires from case study

October – November 2020 Writing chapter four and five

November 2020 Approval of the research report by the

supervisor.

December 2020 Submission of the final research report to

UBTEB.

37