Amoding Perpetua Scovia

UGANDA COLLEGE OF COMMERCE, TORORO
THE IMPACT OF ELECTRONIC RECORDS MANAGEMENT ON
SERVICE DELIVERY
CASE STUDY: MOUNT ELGON HOSPITAL, MBALE DISTRICT
AMODING PERPETUA SCOVIA
UBB058/2018/BDA/132
A RESEARCH REPORT SUBMITED IN PARTIAL FULFILMENT OF THE
REQUIREMENT FOR THE AWARD OF A DIPLOMA IN RECORDS
AND INFORMATION MANAGEMENT OF UGANDA
BUSINESS AND TECHNICAL EXAMINATIONS
BOARD (UBTEB)
DECEMBER, 2020
DECLARATION
I AMODING PERPETUA SCOVIA declare that this research report on the impact of
Electronic Records Management on Service Delivery of Mount Elgon Hospital, Mbale district is
a result of my own independent research and has not been submitted to any institution
for any award where the work of others has been consulted and due acknowledgement has been
made.
Signature………………….........................
AMODING PERPETUA SCOVIA
(UBB058/2018/BDA/132)
Date………………………........................
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APPROVAL
This research report on the impact of Electronic Records Management on Service Delivery of
Mount Elgon Hospital, Mbale district by Amoding Perpetua Scovia was carried out under my
supervision and is now ready for submission to Uganda Business and Technical Examination
Board with my approval.
Signature………………………………
Mr. KAWULA JAMAL
(Academic Supervisor)
Date…………………………………
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DEDICATION
I also dedicate this report to my father Mr. Ongit John and my mother Mrs. Apolot Jeniffer for
the support during my study. Thank you very much and God bless you abundantly
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ACKNOWLEGEMENT
I dedicate this work to the almighty God who has brought me this far in my life and he has
never abandoned me nor forsaken me hence giving me a reason to never give up and always go
on. I greatly give him thanks.
I appreciate the management of Elgon Hospital, Mbale district for allowing me carry out a
research in their organization.
I take this opportunity to express my sincere thanks to my academic supervisor Mr. Kawula
Jamal who has made my research to become a success.
I thank my father Mr. Ongit John and my mother Mrs. Apolot Jeniffer for the support and
encouragement during my study and have contributed enormously to my academic success.
Great thanks go to my brother Openg Francis and my sister Asio Faith for the encouragement
and support.
Lastly my thanks go to, my friends Iisa Caroline and Matanda Isaac for the support during my
academics struggle and for providing well and enabling environment to complete the course and
those who prayed for me and contributed enormously to my academic success.
Great thanks go to Samuel Yen who typed and printed and bind my work
May the Almighty God bless you all?
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TABLE OF CONTENTS
DECLARATION............................................................................................................................ii
APPROVAL..................................................................................................................................iii
DEDICATION...............................................................................................................................iv
ACKNOWLEGEMENT.................................................................................................................v
TABLE OF CONTENTS...............................................................................................................vi
LIST OF TABLES.........................................................................................................................ix
LIST OF ACRONYMS..................................................................................................................x
ABSTRACT...................................................................................................................................xi
CHAPTER ONE.............................................................................................................................1
INTRODUCTION..........................................................................................................................1
1.0 Introduction...............................................................................................................................1
1.1 Background of 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 Geographical scope................................................................................................................4
1.6.3 Time Scope............................................................................................................................4
1.7 Significance of the Study..........................................................................................................5
CHAPTER TWO............................................................................................................................6
LITERATURE REVIEW...............................................................................................................6
2.0 Introduction...............................................................................................................................6
2.1 Electronic records Management...............................................................................................6
2.2 Service Delivery........................................................................................................................9
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2.3 Relationship between Electronic records Management and Service Delivery.......................12
2.4 Conclusion..............................................................................................................................14
CHAPTERTHREE.......................................................................................................................15
METHODOLOGY.......................................................................................................................15
3.0 Introduction.............................................................................................................................15
3.1 Research Design......................................................................................................................15
3.2 Study Population.....................................................................................................................15
3.3 Sample Size.............................................................................................................................15
3.4 Sample Design........................................................................................................................16
3.5 Data Source.............................................................................................................................16
3.5.1 Primary data.........................................................................................................................16
3.5.2 Secondary source.................................................................................................................16
3.6 Data Collection methods.........................................................................................................16
3.6.1 Interviews.............................................................................................................................16
3.6.2 Observations........................................................................................................................16
3.6.3 Questionnaire.......................................................................................................................17
3.7 Data collection procedure.......................................................................................................17
3.8 Data Analysis..........................................................................................................................17
3.9 Ethical Consideration..............................................................................................................18
CHAPTER FOUR.........................................................................................................................19
PRESENTATION, ANALYSIS, AND DISCUSSION OF FINDINGS......................................19
4.0 Introduction.............................................................................................................................19
4.1 Response rate..........................................................................................................................19
4.2 Background on the respondents..............................................................................................19
4.3 Electronic Records management.............................................................................................22
4.4 Service Delivery......................................................................................................................24
4.5 Relationship between electronic records management and service delivery..........................26

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4.6 Examining the effect of electronic record management on service delivery of Mount Elgon
Hospital.........................................................................................................................................29
CHAPTER FIVE..........................................................................................................................31
SUMMARY, CONCLUSION AND RECOMMENDATION.....................................................31
5.0 Introduction.............................................................................................................................31
5.1 Summary of findings...............................................................................................................31
5.1.1 Summary of findings on e-records management.................................................................31
5.1.2 Summary of findings on Service Delivery...........................................................................31
5.1.3 Summary of findings on the relationship between e-records management and service
delivery.........................................................................................................................................32
5.2 Conclusion..............................................................................................................................32
5.3 Recommendations...................................................................................................................33
5.4 Limitations and delimitation of the study...............................................................................34
5.4 Areas for further research.......................................................................................................34
REFERENCES.............................................................................................................................35
Appendix A: Questionnaire..........................................................................................................37
Appendix B: Research Budget......................................................................................................40
Appendix C: Time frame..............................................................................................................41
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LIST OF TABLES
Table 4.1; showing gender of respondents...................................................................................19

Table 4.2: Showing the age groups of the respondents................................................................20
Table 4.3: Showing the marital status of the respondents............................................................20
Table 4.4: showing the academic qualification of the employees................................................21
Table 4.5: Showing the duration of service in the organization...................................................21
Table 4.6: Showing whether the growth of information stored in a digital format has changed the
way organizations should be viewing the way they electronically store and retrieve documents
and information.............................................................................................................................22
Table 4.7: Showing whether institutions create electronic records to support the activities that
they carry out................................................................................................................................22
Table 4.8: showing whether they assist the organizations to make timely, relevant and informed
decisions hence contribute to sustainable socio-economic and political development................23
Table 4.9: showing whether effective and efficient archives management in an organization
improves the quality of information.............................................................................................24
Table 4.10: Showing whether the clients are usually dissatisfied with the services given to them
.......................................................................................................................................................24
Table 4.11: Showing whether the services delivered to the clients are of quality and timely.....25
Table 4.12: showing whether the machinery, equipment e.g. vehicles in the hospital are usually
in good condition..........................................................................................................................25
Table 4.13: Showing whether more branches have been built through good service delivery both
with Mbale district and other districts in Uganda.........................................................................26
Table 4.14: showing whether services are usually delivered based available records.................26
Table 4.15: Showing whether management finds it easier to work where they are electronic
records...........................................................................................................................................27
Table 4.16: showing whether the services are usually categorized according to available
electronic records..........................................................................................................................28
Table 4.17: Showing whether Management usually does not take any action as far as service
delivery is concerned where is no electronic records...................................................................28
Table 4.18: Pearson’s correlation coefficient on the effect e-records management on service
delivery.........................................................................................................................................29
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LIST OF ACRONYMS
ICT.............................................Information and Communication Technology
ISO.............................................International Standard Organization
IRMT..........................................International Records Management Trust
EDI.............................................Electronic Data Interchange
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ABSTRACT
This research study is about the impact of Electronic Records Management on Service Delivery
a case study of Mount Elgon Hospital, Mbale district. The objectives of the study are;
a) To identify the importance of electronic records management systems in Mount Elgon

Hospital.
b) To ascertain the determinants of service delivery in Mount Elgon Hospital.
c) To establish the relationship between electronic records management and service
delivery at Mount Elgon Hospital?
The research study used descriptive and quantitative research designs. Both qualitative and
quantitative methods were employed to gather data from employees of Mount Elgon Hospital.
Data was collected from the management, employees and customers. Sample sizes of 50
respondents who are purposive to the study are selected. Self administered questionnaires with
open ended questions, interviews and documentary reviews was the instruments of the study and
data was analyzed using narration and tabulation formats. The Pearson’s correlation coefficient
formula was used to analyze the relation as below.
r= n (∑x y)-[(∑x) (∑y)]
√ [(n∑x2-(∑x) 2) (n∑y2-(∑y) 2)]
Where; x = independent variable

y = dependent variable
n= number of items
From the analysis, it can be observed that there is a very strong relationship between electronic
records management and service delivery with a correlation coefficient of 0.88. The researcher
concluded that organizations that have e-records management already in place have enjoyed its
benefits like easing in recording information through software, emails, systems reducing on lost
documents and improving on their service delivery among others.
The researcher recommended that electronic records management applications can be used by
hospitals. Organization adopt online purchasing and record keeping as a way of checking on
their total transaction costs since e-records management aims at reducing on poor financial
statements.
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CHAPTER ONE
INTRODUCTION
1.0 Introduction
This chapter consists of the background of the study, statement of the problem, purpose of the
study, objectives of the study, research questions, scope and the significance of the study.
1.1 Background of the Study

According to Tale and Alefaio (2015), many countries in the developing world have come to
realize the importance of Information Communication Technology to economic and social
development particularly where tradition systems have tended to hamper public service delivery.
They are of the view that the adoption of Information Communication Technologies present
numerous opportunities in records management such as; records retrieval and compact storage
through electronic and digital storage devices that offer an alternative to the bulky paper records
that require a considerable amount of space for storage.
Shepherd and Yeo (2013), stressed that electronic records are created and used in the same business
context as their paper counterparts. They however pointed out that with the advent of Information
Communication Technologies, e-records creation, documents addressed to other offices may never
be in the paper format as they can be sent directly from one PC to the other. The IRMT (2009) also
posit that the utilization of Information Communication Technologies improves information
handling and allows for the quick retrieval of records. As an end result, policy makers can make
knowledgeable decisions quickly and competently, contributing to the effectiveness of the
organization.
Wamukoya and Mutula (2015), further note that East and Southern Africa member countries are
faced with great challenges in the creation and preservation of electronic records. These challenges
include absence of organizational plans for managing electronic records, low awareness of the role
of records management in support of organizational efficiency and accountability, lack of
coordination in handling records, absence of legislation, policies and procedures to guide the
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management of records, absence of core competencies in records and archives management,
absence of budgets dedicated for records management, poor security and confidentiality controls,
lack of records retention and disposal policies and the absence of migration strategies for records.
According to Batmen and Organ, (2007), service delivery is the ability of an organization to attain
that end or purpose that brought it into existence. They add that service delivery is a combination of
shareholders, investments and growth in sales from efficient use of resources. Delivery of business
refers to the a ability of business to meet the required standards , increased market shared, improve
facilities, ensuring returns on profitability, and total reduction and once this is achieved , a business
is believed to be performing effectively.
Kalusopa, (2012) states that public service delivery is critical to ensuring the country’s wellbeing,
citizens satisfactory and development whether economic, social or political depends on how
efficient are the services provided. On daily basis, organizations carry out several regulated and
unregulated activities to provide citizens with services and at the same time guarantee that these
services are provided in accordance to the rule of law (Kaunda & Shan 2015). Ngoepe (2008)
propound that better service delivery begins with good electronic records management practices
and this is because organizations or public departments can only take appropriate action and make
correct decisions if they have sufficient information at their fingertips.
Kaunda & Shan (2015) asserts that despite the crucial role played by electronic records, many
organizations and organizations institutions have paid little attention to proper electronic records
management. Electronic records management in most institutions has not been considered as a
strategic management function. The situation hinders organizations from achieving efficiency,
democracy, accountability, and improved services to citizens. In many African countries, the
management of records has been considered weak over the years.
Mount Elgon Hospital employed electronic records management to do its daily transactions and
operations. Paper-based records are popular in hospitals with a limited number of electronic
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records. The hospital has six departments whose records are managed by record managers,
professional doctors, clerical officers, ICT managers, human resource and administrators. The
records are maintained and stored electronically in systems and local disks (Mount Elgon Hospital
report, 2018). This study will seek to find out the relationship between electronic records
management and service delivery in Mount Elgon Hospital of Mbale district.
1.2 Statement of the Problem

After switching from manual archiving to computerized archiving cornerstone in the application of
electronic records management at Mount Elgon Hospital and because of the possibility that some of
the contents of the files to the loss, and the potential damage to the paper documents make it more
complicated to use (Hwoa, 2013). Mount Elgon Hospital introduced electronic records
management to improve service delivery as a way of making sure that information is available
when it is needed in an organized and efficient manner and a well-maintained environment.
Despite the fact that Mount Elgon Hospital employed electronic records management, its service
delivery is still poor evidenced with delay in records retrieval, long line in the hospital, delay on
drug supply and prescription of medicine to a wrong patient (Hospital Records Managers Report,
2018) thus prompting the researcher to carry out an investigation to establish the impact of
electronic records management in service delivery in Mount Elgon Hospital.
1.3 Purpose of the Study
The purpose of the study was to examine the impact of electronic records management on service
delivery a case study of Mount Elgon Hospital in Mbale district.
1.4 Objectives of the Study
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i. To identify the importance of electronic records management systems in Mount Elgon
Hospital.
ii. To ascertain the determinants of service delivery in Mount Elgon Hospital.
iii. To establish the relationship between electronic records management and service delivery at
Mount Elgon Hospital?
1.5 Research Questions
Hospital?
ii. What are the determinants of service delivery in Mount Elgon Hospital?
iii. What is the relationship between electronic records management and service delivery at
1.6 Scope of the Study
1.6.1 Subject scope
The study was conducted under the topic “the impact of electronic records management on service
delivery”.
1.6.2 Geographical scope
The study was carried out at Mount Elgon Hospital headquarters, in Mbale district located along
Cathedral Avenue.
1.6.3 Time Scope
The study covered a period of five years as the researcher shall be compiling data from different
source and it was from 2014-2019.
1.7 Significance of the Study
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The study findings shall be a source of knowledge to the researcher; it will enable her to acquire
practical skills in the field of profession.
The study will contribute to the existing wealth of knowledge on delivery and thus stimulate further
research on both electronic records management and service delivery.
To provide information to owner-managers towards lasting solutions to the updated electronic
records and potential good service delivery in Mount Elgon Hospital.
The findings shall enable the hospital and the general public grasps the valve of quality electronic
record as a pillar for sound decision making and service delivery.
CHAPTER TWO
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LITERATURE REVIEW
2.0 Introduction
This chapter reviewed the existing literature on electronic records management, service delivery,
the relationship between electronic records management and service delivery and conclusions. This
literature was reviewed from text books, journals, magazines, newspapers, internets etc.
2.1 Electronic records Management
According to Gehling (2015), the growth of information stored in a digital format has changed the
way organizations should be viewing the way they electronically store and retrieve documents and
information. In an article one of the authors of this paper wrote with Michael Gibson in 1993
addressed the state of document management at that time. At that time much of the storage of
documents involved photographic processes with storage on media such as microfiche or
microfilm. Electronic storage was expensive and was just starting being used by some industries.
Since then advances in storage technology has enabled changes in the way organizations generate,
store, manage and retrieve information. This evolution has caused data processing professionals to
in some degree become electronic librarians of the organization’s documents.
Squeo, (2015) noted that the rapid adoption of electronic communications technology in the last
decade has also created a major crisis for some organizations. For one thing, the amount of data
having to be maintained for extended periods has exploded in recent years. This is partly due to the
proliferation of high-tech tools such as personal computers and wireless email devices such as
Black Berries. At the same time, technology is becoming obsolete so fast that electronic documents
created today may not be retrievable by tomorrow's devices, the equivalent of trying to play an
eight-track tape on an iPod.
Van der Waldt et al (2012) are of the opinion that information is a useful resource to both private
and organizational sectors and as such records have to be managed efficiently. A similar opinion is
held by Dearstyne (2015) when he connects the administration of public affairs with proper
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management of records. If one can keep and retrieve documents efficiently, then he or she can aptly
manage the affairs of the organization. Ngoepe (2014) is even more candid for him, sound records
is the foundation of nay organizations since a organizations has to fulfill its obligation of
accountability to its citizenry as well as ensure the protection of the rights bestowed upon citizens.
Gartee (2017), points out that a disadvantage of electronic records is that they are technical in
nature; and demand training before they can be used. In addition, they lack standardized
terminology and Practices architecture which render it hard to implement. Some of the challenges
of using electronic records are security related. Security lapses might compromise the privacy and
confidentiality of records. Gartee (2017), further states that practices designers must consider how
individually identifiable information will be protected and also meet regulatory requirements before
using electronic records.
McClanahan (2013), assets that technological compliance solutions are some of the measures that
have been adopted to safeguard electronic records and one such technological compliance solution
is data encryption, whereby Internet Transfer Protocols are managed, in order to limit access to
records. In this case, the activities concerning electronic records are tracked to identify who
received disclosed data. Another way of safeguarding electronic records is through the use of
biometrics (e.g. fingerprint ID recognition) to secure access to computers on networks and
information storage devices.
Zawiyah and Robert, (2009) asserts that institutions create electronic records to support the
activities that they carry out. However, if these electronic records are not managed properly, they
will not provide the necessary support and information might be lost causing problems for the
institution. To provide an efficient and effective administration that ensures that the business runs
as smoothly as possible, there should be proper management of electronic records. Electronic
records management is the application of systematic and scientific controls to recorded information
required in the operation of an organization’s business.
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International Organization for Standardization (ISO) 15489 (2001) explained records management
as the field of management responsible for the efficient and systematic control of the creation,
receipt, maintenance, use and disposition of records, including the processes for capturing and
maintaining evidence of an information about business activities and transactions in the form of
records. Records management is also the discipline of applying well-established techniques and
procedures to the control of those sources of information, which arises internally within an
organization as a result of its own activities (Newton, 2016).
Records are important sources of information and knowledge. They assist the organizations to
make timely, relevant and informed decisions hence contribute to sustainable socio-economic and
political development (Kemoni 2007). According to Sherperd (2006) a record is a recorded
evidence of an activity that is of an action undertaken by an individual or a work group in the
course of their business which results in a definable outcome. Records essential characteristic is
that it provides evidence of some specific activity. Records are the indispensable foundation of the
accountability process. Cox and Wallace (2012) collaborates the assertion by stating that
accountability and transparency cannot be achieved in an environment where information is not
available.
Shepherd and Yeo (2013), asserts that organizations are accountable in many ways to meet legal,
regulatory and fiscal requirements, undergo audits and inspections or provide explanations for what
was done. Institutions including hospitals ought to adhere to proper electronic records management
practices in order to ensure good public service delivery. Without reliable and authentic
documentary evidence underpinning all essential accountability processes, organizations, civil
society and the private sector cannot ensure transparency, guarantee accountability or allow for the
exercising of good governance (Obura, 2012).
Bowen (2010) asserts that records Management's primary concern is the efficient, effective and
economical management of information. The guiding principle of Records Management is to insure
8
that information is available when and where it is needed, in an organized and efficient manner, and
in a well-maintained environment. The author further states that in today’s litigious society
electronic Records Management is more important than ever but unfortunately is still overlooked
and under-funded at all levels of an organization. A sound records management program does not
cost, it pays. It pays by improving customer service, increasing staff efficiency, allocating scarce
resources, and providing a legal foundation for how an agency conducts its daily mission.
2.2 Service Delivery
Nandain (2006), states that service delivery is a topical issue for most organizations and scholars
alike. It is a consensus amongst scholars that public service delivery is critical to ensuring the
national well -being and stimulation of economic development. This is because on daily basis
organizations carry out several regulated and unregulated activities to provide citizens with services
and at the same time guarantee that these services are provided in accordance to the rule of law
(Kaunda & Shan 2005).
Carl, (2000), stated that the public requires a variety of service at the most demanded level and they
need quality service. The public seeking a higher level service delivery may want sizeable
inventories, efficient ordered processing and liability of emerging shipment progress, prompt
replacement detective items and warranties. Because service need vary from public to private,
organization must analyze and adopt public preferences a crucial in increasing service delivery.
According to Bateman, (2007), 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 Mount Elgon Hospital.
Before determining the level of service delivery of an organization, measure of increases access to
resource, the organization must improve on the existing facilities in order to extend to the better
service delivery. Staff competence also influences the level of service delivery in an organization,
9
since staff must have necessary skills, knowledge and attitude to ensure effective service delivery
(Balunywa, 2006).
Berkowtz, (2004), states that service delivery is the provision of intangible items such as service,
airline, trips, telephone calls that an organization provides to their customers. To obtain this service,
customers need to exchange money for something else of valve such as their own time. He
classified service into four that is to say intangibility, inconsistency, instability and inventory and
further stressed that service delivery is a process used to offer service to the consumer or people.
Ferrell, (2000), does not define service delivery but tries to bring out what an organization can do
to satisfy the public. He stated that the public requires a variety of services. At most public levels,
they need acceptable quality and dependable service delivery. Service is provided most efficiently
when services standards are developed and stated in terms that are specific, measurable and
appropriate for the public. He also spelt out service policies delivery times and provision. The
objective and any service policy should be to improve service delivery.
Jennifer (2006), contends that service delivery as it is, is necessary to go beyond studies of quality
dimension as to also take into account the inherent characteristics of service delivery and that
factors that differentiate one service experience from another. This was viewed to a small extent in
Mount Elgon Hospital. It is very difficult to measure the level of effectiveness of service delivery
in an organization which does not have a clear cut verifiable output that led themselves to
objectives and measurement, (Zaweki, 2009). Most organizations producing both tangible and
intangible products by putting in place an effective records management system which in the long
run enhances on the level of services delivery.
Galaletsang (2012), states that many post colonial states in Africa are plagued by corruption and
misallocation of resources, ineffective service delivery, sub-minimum wage rewards and the
employment and promotion of unqualified staff. Shah (2015), has the same opinion that, politicians
and bureaucrats in the developing countries are more interested in enriching themselves than in
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providing service needed to their citizens; and as such performance in delivering services to
citizens has been considered to be weak.
Service delivery entails performing anything that customers consider important in the physical
distribution function. It involves management control over their performance and as such it
involves provision of labor and other resources for the purpose of increasing the value that buyers
receive from purchases and from the processes leading up to the purchase (Yeshin, 2010). The
culture of the organization is the norms, traditions, expectations and values of the organization as
identified by the behavior of the people in the organization. It reflected on the leadership style,
follower’s attitudes and generally how work is undertaken in the organization which may be
political or religious in nature may affect service delivery.
Over the years, the public has grown to expecting a wide range of services from his or her local
organizations. In order to remain competitive, it is important to provide a diverse and efficient
range of services and access to information (Wilson, 2010). Demographic changes have
implications on service delivery of an organization; this was because the aging population may
have a greater demand for items such as health care services whereas the young generation may
demand leisure activities.
According to Mitullah and Waema (2015), for the Ugandan organizations to achieve vision 2040
and enhance efficiency and effectiveness of service delivery the driving force will be the
implementation of information communication technologies on the management of information.
Organizations agencies require creating systems that enable access of credible information to be in
a position to make prompt decision for its citizens (Ngoepe, 2004). The core responsibilities of
Organizations, according to Accenture, is to deliver high-quality, relevant services that meet the
needs, not only of citizens, but also of communities, businesses and voluntary organizations. Most
organizations around the world have embraced new technologies to achieve high-quality service
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delivery. They are well aware that such service delivery requires changes to organizational
structures, technologies and the way work is performed.
Concerns have been raised that many developing countries, particularly those with poor health
services are less likely to reach the millennium development goals. Thus it can be deduced that
strengthening health service delivery is a key strategy to achieving the Millennium Development
Goals (Indermuhle & Pricc, 2009). However it was found that shortage of human resources remains
one of the challenges in health improvement as it is a cross-cutting issue that influences the
delivery of health services in Uganda. Another school of thought admits that organizations that
uphold accountability are more likely to deliver their services (Shephard, 2016). The bottom line is
that as information is shared and where proper records are kept, coupled with an effective and
efficient retrieval system, service delivery is almost always guaranteed (Harries, 2009).
2.3 Relationship between Electronic records Management and Service Delivery
In the year 2005 PJ electronic cards replaced the microfilming form of storage which was launched
by the officer in charge of records in may 2005. The electronic cards were replaced by record
scanning in 2007 as a method of processing and storage of information. This is the method that is
currently in use where by all information is gathered at the point of application and scanned up to
the point of issuance or conclusion. This method of electronic storage is superior to the previous
manual method because data is collected and stored electronically as backup in real time while
processing is ongoing (Jane, 2013).
Pali (2009), pointed out that electronic records management is the systematic control of all records,
in printed materials from their creation until its final disposition; including the development and
application of standards to the creation, use, storage, retrieval, disposal and archival preservation of
recorded information. In summary, an effective records management program will ensure that
records are available for use when needed, that privacy and confidentiality are maintained, that
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redundant records are destroyed and that records ultimately contribute towards sustaining service
delivery.
Ngoepe (2008), asserts that better service delivery always begins with better records management
practices. This is because private organization departments can only take appropriate action and
make correct decisions if they have sufficient information at their fingertips. Hence, proper
electronic records management supports efficiency and effectiveness in service delivery in a variety
of ways. These could include, among others, documentation of policies and procedure that inform
service delivery such as; the type of services provided; who are to be responsible for carrying out
the work; and what costs involved.
Kemoni et al (2007), have also affirmed that proper electronic records management is significant to
organization’s realization and achievement of their goals such as the rule of law, accountability,
management of state resources, and protection of entitlements of its citizens as well as enhancing
foreign relations. Nandain (2006), observes that “effective information and electronic records
management provides the foundation for accountability, protection of human rights and increases
citizens awareness to their rights”. Thus it is imperative for organizations to continue improving
their electronic records management programmes in order to achieve greater service delivery,
bearing in mind that the customers’ socio-political and economical needs are diverse. The
underlining point therefore is that proper records management facilitates planning, informed
decision making, supports continuity, consistency and effectiveness of service delivery.
According to Kemoni (2008), effective electronic records management practices leads to enhanced
public service delivery. Records management is a vital resource in any private and public sector.
Proper electronic records management enhances efficiency and effectiveness in the public service
sector. Kemoni (2008) further points out that lack of proper records management practices in the
local organizations office may lead to poor governance, poor decision making, lack of
accountability and increased corruption cases. Musembi (2004) indicates that poor electronic record
13
management has consequences to private agencies such as poor service delivery and members of
the public losing confidence.
Smith (2008), asserts that electronic records are essential to businesses of all organizations. They
improve the effectiveness of operations and document services in organizations by supporting the
delivery of services, supporting administration, documenting rights and responsibilities of
individuals and evidence of the work in public authorities. Implementation of proper electronic
records management leads to good public management since organizations activities are based on
access to information contained in records.
According to Kulcu (2009), electronic records are created and maintained to meet the goals and
objectives of an organization. Electronic records are the memories of an organization and are used
in decision making and the basis of legal defensibility. Without electronic records, organizations
would find it difficult to address social issues such as poverty, crime, social grants, AIDs, land
information, and even the provision of basic services such as water and electricity (Makhura,
2015). Provision of information to people in every corner of the world would positively affect
socio-economic and political development.
2.4 Conclusion
In summary, this chapter gave an overview of related literature in electronic records management
on service delivery. It covered the contextual overview of electronic records management and
provision of service delivery. It gives an overview of what has already been researched in the field
of study and the opinions and findings from other researchers and scholars in the field. It discusses
the purpose of electronic records management in the private sector, electronic records management,
service delivery model, electronic records management policies and its element such as record
access and preservation. Literature was also reviewed to determine the benefit of proper electronic
records management, the nature or characteristics of a dependable record, and role of electronic
records management in promoting service delivery. Literature about public sector electronic
records management practice, appraisal, retention and disposal of records was also reviewed.
14
CHAPTERTHREE
METHODOLOGY
3.0 Introduction
This chapter presents the description of the techniques used in carrying the design, study area,
study population, sample design, methods of data collection, data collection instruments, sources of
data, data analysis.
3.1 Research Design
The study was carried out using a combination of descriptive research design, cross sectional and
associational research design to find out the relationship between electronic records management
and service delivery. The research design that was adopted in this study is a case study design. This
study was emphasizing detailed contextual analysis of a limited number of events or conditions and
their relationships. The study used both qualitative and quantitative where qualitative technique
helped the researcher to come up with conclusions on variables while quantitative technique
facilitate establishing values attached to numerical variables.
3.2 Study Population
The population mainly targeted the staff of Mount Elgon Hospital about 57 respondents and they
were selected from different departments of the hospital offices.
3.3 Sample Size
The sample population of the study was 50 respondents and this was selected from the departments
within the hospital and includes accounts staff, records staff, top managers, nurses and patients.
Table 3.1: Showing the study sample size distribution
Category of respondents Number Percentage

Accounts staff 3 6
Records staff 18 36
Top management 16 32
Heads of department 13 26
Total 50 100
Source: Primary Data, 2020
15
3.4 Sample Design
Random 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 Data Source
The source of the data that the researcher used includes both primary data and secondary data
3.5.1 Primary data
The researcher used primary source in order to obtain original data through interviewing,
questionnaires and observation.
3.5.2 Secondary source
Secondary data was used to obtain information from journals, reports and internet which was in line
with the study
3.6 Data Collection methods
3.6.1 Interviews
It is a method where the researcher used to collect data from the field. The researcher also asked the
respondents several questions from the interview guide and answers provided enabled the
researcher to write a neat research report. Examples of interviews include; face-to-face, telephone.
However, interview methods has got advantages notably; detailed information achieved, overcome
resistance of data, inter personal relationships can be developed, flexibility and additional
information got from the respondents.
3.6.2 Observations
It is a method of collecting data from the field by use of naked eyes, interpretation of the data by
analyzing, making conclusions and recommendations for decision making. This method has the
16
following merits; subjective business is eliminated since the observation is done accurately,
information obtained relates to what is happening currently, well with subjects that are not able to
give verbal reports.
3.6.3 Questionnaire
This is a method of carrying out research by formulating questions and providing spaces to be filled
in. The formulated questions were sent to the respondents physically and the questionnaire was
collected after the respondents have answered in order to make conclusions and write a reasonable
proposal. The researcher used this method because it is the most widely used tool for collecting
data and she chose the type of questions such as closed ended which gives alternatives and the
researcher selected the best. The merits of this method may include; wide coverage can be got from
the respondents, good for distance researchers, convenient time provided for answering.
3.7 Data collection procedure
After the topic and research instruments have been approved, the researcher identified a topic on
the electronic records management on service delivery and the researcher got an introductory letter
from the research coordinator of Uganda College of Commerce, Tororo which the researcher
presented to the administration of Mount Elgon Hospital, Mbale district for permission to obtain
data in the Hospital. The researcher distributed questionnaires to different respondents and picked
them later when fully filled. The researcher presented and interpreted the collected data, analyzed
and discussed it. After that, the report was compiled, analyzed and computed data in an organized
manner. The research was compiled and submitted to the supervisor for approval and after handed
it to Uganda Business and Technical Examination Board.
3.8 Data Analysis
Data analysis involved 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,
17
and tabulating. The data collected was recorded and processed both manually and electronically
using computer
Qualitative data was analyzed before, during, and after the actual collection of data. Analysis of
qualitative data was done along the developed themes especially in line with the study. Content
analysis was undertaken to examine the available documents including reports and memoranda.
Information obtained will focus on the analysis which was used for influential purposes for
example to facilitate the assessment of the relationship between electronic records management and
service delivery. The Pearson’s correlation coefficient formula was used to analyze the relation as
below.
r= n (∑x y)-[(∑x) (∑y)]
√ [(n∑x2-(∑x) 2) (n∑y2-(∑y) 2)]
Where; x = independent variable
y = dependent variable
n= number of items
3.9 Ethical Consideration
Permission to carry out the study was sought from Uganda College of Commerce, Tororo and also
from the respondents who participated in the study. The nature and the rationale for the study were
explained to the respondents by the researcher. The researcher respected individuals‟ rights and
safeguarded their personal integrity. The participants were not required to write their names on the
questionnaire, but each questionnaire gave a code number for reference, hence the anonymity of the
respondents was maintained. The participants were assured that the information given was treated
confidentially and for the purpose academic use only. They were also assured of their rights and
freedom to withdraw from the study at any point or time without consequences.
18
CHAPTER FOUR
PRESENTATION, ANALYSIS, AND DISCUSSION OF FINDINGS
4.0 Introduction
This chapter covers the presentation of data, analysis, interpretation and discussion of findings
obtained from the field (Mount Elgon Hospital) on the topic, the impact of electronic records
management on service delivery in Mount Elgon Hospital were guided by the following specific
objectives;

Hospital.
ii. To ascertain the determinants of service delivery in Mount Elgon Hospital.
iii. To establish the relationship between electronic records management and service delivery at
4.1 Response rate
The study was based on a survey population of 57(100%) of the respondents consisting of a cross
section of accounts staff, records staff, top management and heads of department in Mount Elgon
Hospital. However, the researcher only managed to get 50(87.7%) response rate. This was due to
busy schedules of most of the employees of the hospital.
4.2 Background on the respondents
4.2.1 Findings on the gender of respondents

Table 4.1; showing gender of respondents
Gender Frequency Percentage %

Male 30 60
Female 20 40
Total 50 100
Source; Primary data
19
From the above table, 60% of the respondents were male and 40% were female in Mount Elgon
Hospital. This means that Mount Elgon Hospital employs more males compared females. This was
a good representation of the entire population.
4.2.2 Findings on the age groups of the respondents

Table 4.2: Showing the age groups of the respondents
Age Frequency Percentage

21 - 30 years 14 28
31- 40 years 31 62
41 - 50 years 0 0
Above 50 years 5 10
Total 50 100
Sources; Primary data
The results in the table 4.2 indicate that 28% of the respondents were between 21-30 years, 62%
were in the age bracket of 31-40 years, 0% was between 41-50 years and 10% were above 50 years.
This implied that majority of the respondents were in the age group of 31-40 years. The distribution
of respondents by age is an indication that most employees of Mount Elgon Hospital are in the age
range that are more productive and active.
4.2.3 Findings on the marital status of the respondents

Table 4.3: Showing the marital status of the respondents
Status Frequency Percentage

Married 45 90
Single 5 10
Total 50 100
Source: Primary data
From the above table, 90% of the respondents were married and 10% were single. This implied that
majority of the respondents were married. This showed that the employees of Mount Elgon
Hospital were mature and responsible.
20
4.2.4 Findings on the academic qualification of the employees
Table 4.4: showing the academic qualification of the employees
Qualification Frequency Percentage

Certificate 4 8
Diploma 10 20
Degree 27 54
Masters and above 9 18
Total 50 100
From table 4.4, 54% of the respondents were degree holders, 20% were diploma holders, 8% were
certificate holders and 18% were master holders. This implied that majority of the respondents
were degree holders in the hospital. This showed that respondents had the knowledge of what study
is being investigated.
4.2.5 Findings on the duration of service in the organization

Table 4.5: Showing the duration of service in the organization
Years Frequency Percentage %

Less than a year 5 10
1 - 5 years 10 20
5 - 10 years 28 56
Over 10 years 7 14
Total 50 100
From the above table, 10% of the respondents had worked with Mount Elgon Hospital for a period
of less than a year, 20% for 1-5years, 56% for 1-5 years and 14% revealed that they had worked for
over 10 years respectively. This implied that majority of the respondents had worked in the
organization for 5-10 years. This showed that respondents had the information needed for the study.
21
4.3 Electronic Records management
4.3.1 Findings on whether the growth of information stored in a digital format has changed
the way organizations should be viewing the way they electronically store and retrieve
documents and information
Table 4.6: Showing whether the growth of information stored in a digital format has changed
the way organizations should be viewing the way they electronically store and retrieve
documents and information
Responses Frequency Percentage

Strongly agree 30 60
Agree 15 30
Not sure 00 00
Disagree 5 10
Strongly disagree 0 0
Total 50 100
From table 4.6, 60% of the respondents strongly agreed, 30% agreed that the growth of information
stored in a digital format has changed the way organizations should be viewing the way they
electronically store and retrieve documents and information, while 10% disagreed. This implied
that majority of the respondents strongly agreed that the growth of information stored in a digital
format has changed the way organizations should be viewing the way they electronically store and
retrieve documents and information. This was in agreement with Gehling (2015), who states that
the growth of information stored in a digital format has changed the way organizations should be
viewing the way they electronically store and retrieve documents and information.
4.3.2 Findings on whether institutions create electronic records to support the activities that
they carry out
Table 4.7: Showing whether institutions create electronic records to support the activities that
they carry out
Response Frequency Percentage

Agree 15 30
Not sure 00 00
Disagree 5 10
Total 50 100
22
From the above table, 60% of the respondents strongly agreed and 30% agreed that institutions
create electronic records to support the activities that they carry out and 10% disagreed. This
implied that majority of the respondents strongly agreed that institutions create electronic records to
support the activities that they carry out. This is in line with Zawiyah and Robert, (2009) who
asserts that institutions create electronic records to support the activities that they carry out.
However, if these electronic records are not managed properly, they will not provide the necessary
support and information might be lost causing problems for the institution.
4.3.3 Findings on whether they assist the organizations to make timely, relevant and informed
decisions hence contribute to sustainable socio-economic and political development
Table 4.8: showing whether they assist the organizations to make timely, relevant and
informed decisions hence contribute to sustainable socio-economic and political development

Agree 18 36
Not sure 00 00
Disagree 4 08
Total 50 100
From the table 4.8, 56% of the respondents strongly agreed, 36% agreed that they assist the
organizations to make timely, relevant and informed decisions hence contribute to sustainable
socio-economic and political development while 8% disagreed about the idea. This implied that
majority of the respondents strongly agreed that They assist the organizations to make timely,
relevant and informed decisions hence contribute to sustainable socio-economic and political
development. This was in line with (Kemoni 2007), states that records assist the organizations to
make timely, relevant and informed decisions hence contribute to sustainable socio-economic and
political development.
23
4.3.4 Findings on whether effective and efficient archives management in an organization
improves the quality of information
Table 4.9: showing whether effective and efficient archives management in an organization
improves the quality of information
Responses Frequency Percentages

Agree 16 32
Not sure 5 10
Disagree 9 18
Total 50 100
From the table 4.9, 40% of the respondents strongly agreed, 32% agreed that effective and efficient
archives management in an organization improves the quality of information, 10% were not sure
and 18% disagreed. This implied that majority of the respondents strongly agreed that effective and
efficient archives management in an organization improves the quality of information. This was in
agreement with Bowen (2010) asserts that records Management's primary concern is the efficient,
effective and economical management of information. The guiding principle of Records
Management is to insure that information is available when and where it is needed, in an organized
and efficient manner, and in a well-maintained environment.
4.4 Service Delivery
4.4.1 Findings on whether the clients are usually dissatisfied with the services given to them
Table 4.10: Showing whether the clients are usually dissatisfied with the services given to
them

Agree 15 30
Not sure 5 10
Disagree 0 0
Total 50 100
24
Table 4.10, shows that 60% of the respondents strongly agreed, 30% agreed that the Clients are
usually dissatisfied with the services given to them , 10% were not sure. This implied that majority of
the respondents strongly agreed that the clients are usually dissatisfied with the services given to them .
4.4.2 Findings on whether the services delivered to the clients are of quality and timely
Table 4.11: Showing whether the services delivered to the clients are of quality and timely

Agree 17 34
Not sure 2 4
Disagree 1 2
Strongly agree 0 0
Total 50 100
Table 4.11, shows that 60% of the respondents strongly agreed, 34% agreed that services delivered to
the clients are of quality and timely, 4% are not sure and 2% disagreed. This implied that majority of
the respondents strongly agreed that Services delivered to the clients are of quality and timely .
4.4.3 Finding on whether the machinery, equipment e.g. vehicles in the hospital are usually in good
condition
Table 4.12: showing whether the machinery, equipment e.g. vehicles in the hospital are
usually in good condition

Agree 30 60
Not sure 0 0
Disagree 0 0
Total 50 100
The results in table 4.12, 40% of the respondents strongly agreed and 60% agreed that the
machinery, equipment e.g. vehicles in the hospital are usually in good condition. This implied that
25
all the respondents accepted that the machinery, equipment e.g. vehicles in the hospital are usually
in good condition.
4.4.4 Finding on whether more branches have been built through good service delivery both with
Mbale district and other districts in Uganda
Table 4.13: Showing whether more branches have been built through good service delivery
both with Mbale district and other districts in Uganda

Agree 30 60
Not sure 0 0
Disagree 10 20
Strongly agree 0 0
Total 50 100
From table 4.13, 20% of the respondents strongly agreed and 60% agreed that more branches have
been built through good service delivery both with Mbale district and other districts in Uganda and
20% disagreed. This implied that majority of the respondents agreed that More branches have been
built through good service delivery both with Mbale district and other districts in Uganda.
4.5 Relationship between electronic records management and service delivery
4.5.1 Findings on whether services are usually delivered based available records
Table 4.14: showing whether services are usually delivered based available records

Agree 12 24
Not sure 3 6
Disagree 18 36
Total 50 100
26
From table 4.14, 30% of the respondents strongly agreed, 24% agreed that Services are usually
delivered based available records, 6% disagreed while 36% disagreed. This implied that majority of
the respondents strongly agreed that Services are usually delivered based available records . This is
agreement with Ngoepe (2008), asserts that better service delivery always begins with better
records management practices.
4.5.2 Finding on whether management finds it easier to work where they are electronic records
Table 4.15: Showing whether management finds it easier to work where they are electronic
records.

Agree 15 30
Not sure 0 0
Disagree 10 20
Total 50 100
Table 4.15, shows 50% of the respondents strongly agreed, 30% agreed that Management finds it
easier to work where they are electronic records , while 10% disagreed about the relationship. This
implied that majority of the respondents agreed that Management finds it easier to work where they are
electronic records. This was in agreement with Kemoni et al (2007), have also affirmed that proper
electronic records management is significant to organization’s realization and achievement of their
goals such as the rule of law, accountability, management of state resources, and protection of
entitlements of its citizens as well as enhancing foreign relations.
27
4.5.3 Findings on whether the services are usually categorized according to available
electronic records
Table 4.16: showing whether the services are usually categorized according to available
electronic records
Response Frequency Percentage %

Strongly Agree 25 50
Agree 20 40
Not sure 5 10
Disagree 00 00
Total 50 100
The results show that 50% of the respondents strongly agreed, 40% agreed that t he services are
usually categorized according to available electronic records 50% agreed, 40% strongly agreed, and 10%
were not sure. This implied that majority of the respondents strongly agreed that the services are
usually categorized according to available electronic records . According to Kemoni (2008), effective
electronic records management practices leads to enhanced public service delivery. Records
management is a vital resource in any private and public sector.
4.5.4 Findings on whether management usually does not take any action as far as service
delivery is concerned where are no electronic records
Table 4.17: Showing whether Management usually does not take any action as far as service
delivery is concerned where is no electronic records
Response Frequency Percentage %

Agree 20 40
Not sure 9 18
disagree 00 00
Strongly agree 6 12
Total 50 100
28
From table 4.17, 30% of the respondents strongly agreed, 40% agreed that management usually
does not take any action as far as service delivery is concerned where is no electronic records, 18%
were not sure and 12% strongly agreed. This implied that majority of the respondents agreed that
management usually does not take any action as far as service delivery is concerned where is no
electronic records. According to Kulcu (2009), electronic records are created and maintained to
meet the goals and objectives of an organization.
4.6 Examining the effect of electronic record management on service delivery of Mount Elgon
Hospital
The examination of the effect of electronic record management on service delivery of Mount Elgon
Hospital was performed using Pearson’s correlation of coefficient which was performed to
establish the relationship between electronic record management and service delivery of Mount
Elgon Hospital. The correlation was from table 4.9 showing whether effective and efficient
archives management in an organization improves the quality of information (x) and table 4.10
showing whether the clients are usually dissatisfied with the services given to them (y). These were
ranging from Strongly Agree (SA), Agree (A), Strongly Disagree (SD), Disagree (D), and Not sure
(NS).
Table 4.18: Pearson’s correlation coefficient on the effect e-records management on service
delivery
Response X Y x2 y2 XY
Strongly agree 20 30 400 900 600
Agree 16 15 256 225 240
Not sure 5 5 25 25 25
Disagree 9 0 81 0 0
Strongly disagree 0 0 0 0 0
Total 50 50 762 1150 865
Source: Primary data
r= n (∑x y)-[(∑x) (∑y)]

√ [(n∑x2-(∑x) 2) (n∑y2-(∑y) 2)]
29
5(865)-[50×50] = 1825
√ [5(762)-(2500)] [5(1150)-2500] √ [(1310) (3250)]
Therefore, r = 0.88
From the analysis, it can be observed that there is a very strong relationship between electronic
records management and service delivery with a correlation coefficient of 0.88.
30
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
5.0 Introduction
This chapter covers the summary of the findings, conclusion, recommendation as based on the
empirical evidence from the field, limitation faced by the researcher during the study and areas for
further research.
5.1 Summary of findings
5.1.1 Summary of findings on e-records management
Finding indicated that 60% of the respondents strongly agreed, 30% agreed that the growth of
information stored in a digital format has changed the way organizations should be viewing the
way they electronically store and retrieve documents and information, while 10% disagreed. 60%
of the respondents strongly agreed and 30% agreed that institutions create electronic records to
support the activities that they carry out and 10% disagreed.
Findings also indicated that 56% of the respondents strongly agreed, 36% agreed that they assist the
organizations to make timely, relevant and informed decisions hence contribute to sustainable
socio-economic and political development while 8% disagreed about the idea. 40% of the
respondents strongly agreed, 32% agreed that effective and efficient archives management in an
organization improves the quality of information, 10% were not sure and 18% disagreed.
5.1.2 Summary of findings on Service Delivery
Findings show that 60% of the respondents strongly agreed, 30% agreed that the Clients are usually
dissatisfied with the services given to them , 10% were not sure. 60% of the respondents strongly
agreed, 34% agreed that services delivered to the clients are of quality and timely, 4% are not sure and
2% disagreed.
31
Findings also indicate that 40% of the respondents strongly agreed and 60% agreed that the
machinery, equipment e.g. vehicles in the hospital are usually in good condition. 20% of the
respondents strongly agreed and 60% agreed that more branches have been built through good
service delivery both with Mbale district and other districts in Uganda and 20% disagreed.
5.1.3 Summary of findings on the relationship between e-records management and service
delivery
There was a strong relationship between e-records management and service delivery. It is implied
that the level of service delivery was high were by e-records management was also high and
improved. From the analysis, it can be observed that there is a very strong relationship between
electronic records management and service delivery with a correlation coefficient of 0.88.
5.2 Conclusion
In reference to the research objectives set, the researcher concluded that e-records management
plays a positive role on service delivery in an organization.
Organizations that have e-records management already in place have enjoyed its benefits like
easing in recording information through software, emails, systems reducing on lost documents and
improving on their service delivery among others.
However despites the many benefits that accrue from the application of e-records management, the
direct network links between computers and other partners are not widely used because of fear of
loss of confidentiality and security due to the different mode of information attack like hijacking of
a website, social engineering among others.
From the information, it can be observed that there is a very strong relationship between e-records
management and service delivery with a correlation coefficient of 0.88.
32
5.3 Recommendations
Below are practical recommendations and adoption of some or all will yield substantial results in
boosting the role played by e-records management on service delivery?
Electronic records management systems should be made part and partial of the decision making as
a way of availing reliable information in the organizations. Managers should seek to adopt the most
appropriate technology that will aid the whole organization to achieve its objectives.
Electronic records management applications can be used by hospitals. Organization adopt online
purchasing and record keeping as a way of checking on their total transaction costs since e-records
management aims at reducing on poor financial statements.
Organization should ensure that the embracement of e-records management assists in establishing
better working relationships. E-records management should be geared at strengthening
relationships between employees, employers and suppliers.
The benefits that accrue from application of e-records management should be adequately analyzed.
That is the organization’s management should be in position to continuously weigh the benefits that
accrue from application of e-records management.
Management should ensure strict adherence to the company’s policies and guideline regarding the
application of e-records management. That is the employees should execute their duties following
the pre requisites in place.
All employees in one way or another should be involved in the recording of financial information
especially as far as e-records management is concerned. E-records management should be out to
bring all the employees on board as far as performing tasks in service delivery is concerned.
33
5.4 Limitations and delimitation of the study
Most respondents from Mount Elgon Hospital were not willing to give out some vital data that they
considered confidential however, the researcher over came the problem by assuring them the
purpose of the as purely academic.
The researcher faced problems of slow response, since the hospital were most of the employees
were attending to patients and carried out their duties and could not attend to the researcher
however, the researcher tried to solve this problem by giving more time to busy employees.
The exercise required a lot of funds and this made the researcher to take a lot of time to accomplish
research study due to insufficient funds during the study. However, the researcher solved this by
seeking more finance from friends and other family members.
The researcher also faced the problems of limited literature views especially on e-records
management. However the researcher solved this problem by consulting other successful researcher
and visiting libraries of neighbouring institutions and schools.
5.4 Areas for further research
The study covered the effect of e-records management on service delivery in an organization.
However, some areas were not covered and hence being recommended for further research and
these include:
 The effect of e-records management on employee performance in the organization.
 The impact of e-records management on training and tracking of deliveries in supply chain
management. It desires further scrutiny and study so as to generate more information.
 The effect of e-records management on SMEs (Small medium enterprises) in supply chain
management.
 The effect of e-records management on price negotiation in supply chain management.
34
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36
Appendix A: Questionnaire
UGANDA COLLEGE OF COMMERCE, TORORO
QUESTIONNAIRE
Dear respondent,
I am Amoding Perpetua Scovia student of Uganda College of commerce –Tororo pursuing a
Diploma in Records and Information Management. I am currently carrying out research about the
impact of electronic records management on service delivery in Mount Elgon Hospital. I humbly
request you to be one of the participants in this study and your cooperation will be of great
importance to this study. The information received will be treated with almost confidentiality and
will be for academic purpose only.
(Please tick in the appropriate box provided)
PART A: Demographic Characteristics
1 Gender
Male Female
2 Age
21-30 years 31-40 years 41-50 years Above 50 years
3.Marital status
Married Single
4. Participants academic qualification
Certificate Diploma Bachelors degree Masters Degree
37
5. Duration of service in the organization
Less than a year 1-5 years 5-10 years Above 10 years
PART B: Electronic records Management in Mount Elgon Hospital
Please tick the appropriate box.
Response Strongly Agree Strongly Disagree Not

Agree Disagree Sure
6 The growth of information stored in a digital
format has changed the way organizations
should be viewing the way they
electronically store and retrieve documents
and information
7 Institutions create electronic records to
support the activities that they carry out
8 They assist the organizations to make timely,
relevant and informed decisions hence
contribute to sustainable socio-economic and
political development
9 Effective and efficient archives management
in an organization improves the quality of
information
38
PART C: Service Delivery in Mount Elgon Hospital
Please tick the appropriate box

Agree Disagree Sure
10 The Clients are usually dissatisfied with the
services given to them
11 The clients have greatly benefited from the
services offered by the district
12 Services delivered to the clients are of quality
and timely
13 The machinery, equipment e.g. vehicles in the
hospital are usually in good condition
14 More branches have been built through good
service delivery both with Mbale district and
other districts in Uganda
PART D: Relationship between Electronic Records Management and Service Delivery

Agree Disagree Sure
15 Services are usually delivered based
available records
16 Management finds it easier to work where
they are electronic records
17 The services are usually categorized
according to available electronic records
18 Management usually does not take any
action as far as service delivery is concerned
where is no electronic records
39
Appendix B: Research Budget
Table A: Showing the research budget
ITEMS COSTS
Typing and Printing 80000
Binding 6000
Transport 5000
Supervision 130,000
Phone calls 12000
Miscellaneous 40000
Grand total 246000
40
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 Lockdown
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.
41
42

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UGANDA COLLEGE OF COMMERCE, TORORO

THE IMPACT OF ELECTRONIC RECORDS MANAGEMENT ON

CASE STUDY: MOUNT ELGON HOSPITAL, MBALE DISTRICT

AMODING PERPETUA SCOVIA

A RESEARCH REPORT SUBMITED IN PARTIAL FULFILMENT OF THE

REQUIREMENT FOR THE AWARD OF A DIPLOMA IN RECORDS

AND INFORMATION MANAGEMENT OF UGANDA

BUSINESS AND TECHNICAL EXAMINATIONS

Board with my approval.

on. I greatly give him thanks.

research in their organization.

Jamal who has made my research to become a success.

encouragement during my study and have contributed enormously to my academic success.

those who prayed for me and contributed enormously to my academic success.

May the Almighty God bless you all?

1.1 Background of 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 Geographical scope................................................................................................................4

1.6.3 Time Scope............................................................................................................................4

1.7 Significance of the Study..........................................................................................................5

2.1 Electronic records Management...............................................................................................6

2.2 Service Delivery........................................................................................................................9

3.1 Research Design......................................................................................................................15

3.2 Study Population.....................................................................................................................15

3.3 Sample Size.............................................................................................................................15

3.4 Sample Design........................................................................................................................16

3.5 Data Source.............................................................................................................................16

3.5.1 Primary data.........................................................................................................................16

3.5.2 Secondary source.................................................................................................................16

3.6 Data Collection methods.........................................................................................................16

3.7 Data collection procedure.......................................................................................................17

3.8 Data Analysis..........................................................................................................................17

3.9 Ethical Consideration..............................................................................................................18

PRESENTATION, ANALYSIS, AND DISCUSSION OF FINDINGS......................................19

4.1 Response rate..........................................................................................................................19

4.2 Background on the respondents..............................................................................................19

4.3 Electronic Records management.............................................................................................22

4.4 Service Delivery......................................................................................................................24

4.5 Relationship between electronic records management and service delivery..........................26

SUMMARY, CONCLUSION AND RECOMMENDATION.....................................................31

5.1 Summary of findings...............................................................................................................31

5.1.1 Summary of findings on e-records management.................................................................31

5.1.2 Summary of findings on Service Delivery...........................................................................31

5.4 Limitations and delimitation of the study...............................................................................34

5.4 Areas for further research.......................................................................................................34

Appendix B: Research Budget......................................................................................................40

Appendix C: Time frame..............................................................................................................41

Table 4.1; showing gender of respondents...................................................................................19

ICT.............................................Information and Communication Technology

ISO.............................................International Standard Organization

IRMT..........................................International Records Management Trust

EDI.............................................Electronic Data Interchange

a) To identify the importance of electronic records management systems in Mount Elgon

r= n (∑x y)-[(∑x) (∑y)]

√ [(n∑x2-(∑x) 2) (n∑y2-(∑y) 2)]

Where; x = independent variable

1.1 Background of the Study

realize the importance of Information Communication Technology to economic and social