RESEARCH PROPOSAL: THE IMPACT OF RECORDS MANAGEMENT IN QUASI-

GOVERNMENT INSTITUTIONS ON BUSINESS AND SERVICE DELIVERY POST THE

COVID-19 PANDEMIC RESTRICTIONS. A CASE STUDY OF MANSA DISTRICT.
______________________________________________________________________________

BY ANNA SHUPE CHULU

COMPUTER NUMBER:

NAME OF SUPERVISOR:
Table of Contents
CHAPTER ONE........................................................................................................................................1
1.1 INTRODUCTION.........................................................................................................................1
1.2 BACKGROUND OF THE STUDY..............................................................................................1
1.3 THE STATEMENT OF THE RESEARCH PROBLEM.................................................................2
1.4 RESEARCH OBJECTIVES...............................................................................................................3
1.5 GENERAL RESEARCH OBJECTIVE.............................................................................................3
1.6 SPECIFIC OBJECTIVES..................................................................................................................3
1.7 RESEARCH QUESTIONS.................................................................................................................3
1.8 GENERAL RESEARCH QUESTION...............................................................................................3
1.9 SPECIFIC RESEARCH QUESTIONS..............................................................................................3
1.10 PURPOSE OF THE STUDY............................................................................................................4
1.11 SIGNIFICANCE OF THE STUDY..................................................................................................4
1.12 IDENTIFICATION OF VARIABLES.............................................................................................4
1.13 FORMULATION OF HYPOTHESES............................................................................................4
1.14 SCOPE/DELIMITATION OF THE STUDY..................................................................................4
1.15 OPERATIONAL DEFINITIONS....................................................................................................5
1.9 STUDY LIMITATIONS.....................................................................................................................5
CHAPTER TWO.......................................................................................................................................6
1.0 LITERATURE REVIEW.............................................................................................................6
2.1 Conceptual Framework.......................................................................................................................6
2.2 Theoretical Framework.......................................................................................................................6
2.2.1 Life Cycle Theory.........................................................................................................................6
2.2.2 Continuum Model theory.............................................................................................................7
2.3 The Importance of Proper Records Management.............................................................................8
2.4 Records management and the public sector......................................................................................8
2.5 Relationship between Record Keeping and Service Delivery...........................................................9
2.6 Empirical Literature Review............................................................................................................10
2.6.1 Global studies on the impact of records management on service delivery and successes......10
2.6.2 Regional level studies on the impact of records management on service delivery and
successes...............................................................................................................................................11

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 2.6.3 National Level studies on the impact of records management on service delivery and
successes...............................................................................................................................................14
2.6.4 Gaps in Literature......................................................................................................................16
2.7 Administrative and Management Challenges..................................................................................16
2.8 Impact of COVID-19 on records management and service delivery.............................................17
CHAPTER THREE.................................................................................................................................18
3.0 RESEARCH METHODOLOGY.....................................................................................................18
3.1 Introduction...................................................................................................................................18
3.2 Research Design.............................................................................................................................18
3.3 Research Approach.......................................................................................................................18
3.4 Area of Study.................................................................................................................................19
3.5 Study Population............................................................................................................................19
3.6 Sampling Design and Procedure...................................................................................................19
3.7 Data Collection Methods and Instruments..................................................................................20
3.8 Primary Data.................................................................................................................................20
3.8.1 Interview......................................................................................................................................20
3.8.2 Questionnaires............................................................................................................................20
3.9 Data Validity and Reliability........................................................................................................21
3.10 Data Analysis Procedures...........................................................................................................21
3.10.1 Data Analysis.............................................................................................................................21
3.10.2 Editing.......................................................................................................................................21
3.10.3 Data Entry.................................................................................................................................21
3.10.4 Coding........................................................................................................................................21
APPENDIX 1...........................................................................................................................................26
RESEARCH PLAN.................................................................................................................................26
QUESTIONNAIRE.................................................................................................................................27
BUDGET..................................................................................................................................................33

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CHAPTER ONE

1.1 INTRODUCTION
This chapter focuses on the background, statement of the problem, purpose of the study, research
objectives and questions, significance of the study, delimitation, theoretical frameworks and
definitions of key terms used in the study.

1.2 BACKGROUND OF THE STUDY

A records management system is a way of managing or organizing records which are documents
are formed, established or maintained by an organization. Records contain vital information of
an organization. A records management system is thus a systematic way of controlling the
creation, receipt, maintenance, use and disposition of records, including the processes for
capturing and maintaining evidence of information about the activities and transactions in the
form of records (Deal, 1997). A record may be said to be information, no matter media or
characteristics, created or received by a corporation that's kept as evidence of its operations and
has value requiring its retention for a particular period of your time. “A record is defined as a
document irrespective of form or medium created, received, maintained and utilized by a
company (public or private) or a private in pursuance of legal obligations or within the
transaction of business, of which it forms an element or provides evidence.” (Barata et. al. 2001)
Records not only provide information on which to base decisions but tell a story of what goes on
in an organization thus providing evidence for accountability purposes. Organizations need to
develop records management frameworks and systems designed to ensure that records are
managed appropriately. Records management involves the systematic control of an
organization’s records from their creation or receipt, through their processing, distribution,
organisation, storage and retrieval to their ultimate disposition (Read and Ginn, 2007). Jenny
(2008) notes that record keeping is a fundamental activity of public administration, and records
provide a reliable, legally verifiable source of evidence of decisions and actions.

On the other hand, Service delivery is the implementation of services provided by governments
(local, municipal, or large-scale) to the public and making sure they reach those people and
places they are intended to without resulting into ownership. (Roberts, 2002). Roberts, 2002,

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further states that service delivery is where benefits of the service are triggered by and rendered
to the authorized service consumer and ensuring that services delivered are consistent with the
service design. However, keeping accurate, well managed and up-to-date records helps an
organization to effectively perform its duty of delivering services to the public through
recovering the information they need to formulate, implement, monitor and manage key
personnel and financial resources, an aspect that will help in tracing corrupt officials for the sake
of ensuring proper services at no cost.

The COVID-19 Pandemic may be a significant event in world history and in Zambia as an entire
and local governments’ responses are likely to be of historical and research interest. Now that
workplaces are returning to a ‘new’ normal and staff is also returning to the office, it's important
that each one relevant records of knowledge are managed in line with the organization’s
Recordkeeping Plan and retained and disposed of appropriately.

1.3 THE STATEMENT OF THE RESEARCH PROBLEM

The importance of having a records management framework, a reliable and working records
system has long been recognized by government Ministries in Zambia. Records are a significant
asset in ensuring that government institution and ministries are run effectively and efficiently,
and are accountable to their staff, and also the community that they serve. However, there has
been general picture that registries struggle to maintain registry systems. To this effect registries
have remained static, compared to the other operational areas in the Public service institution.
Amidst the new normal, as result of the COVID-19 pandemic, record management has been a
challenge due to the fact that most of the institutions are currently using physical records that are
paper based and physical folders, which presents a high risk of infection. None availability of
staff that manage records is detrimental to the efficiency and effectiveness of some quasi-
government institutions. This impacts on service delivery as most staff in departments would not
access their records. Therefore, the purpose of the research is to investigate the impact of records
management in quasi-government institutions on service delivery amidst the covid-19 pandemic.

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1.4 RESEARCH OBJECTIVES

1.5 GENERAL RESEARCH OBJECTIVE

The purpose of the study is to establish the impact and relationship between record keeping and
service delivery amidst the Covid-19 pandemic.

1.6 SPECIFIC OBJECTIVES

i. To ascertain the existing records management practices for quasi-government
institutions in Mansa District.
ii. To examine whether records management practices conform to national
legislation, policies and guidelines and records management standards.
iii. To determine the relationship between record keeping and service delivery in
public entities amidst the COVID-19 pandemic.
iv. To establish the challenges affecting the execution of effective records
management in all Government ministries in the district.

1.7 RESEARCH QUESTIONS

1.8 GENERAL RESEARCH QUESTION

What is the impact and relationship between record management and service delivery amidst the
Covid-19 pandemic?

1.9 SPECIFIC RESEARCH QUESTIONS

i. Why are the current practices of managing records for quasi-government institutions in
Mansa District?

ii. How are mechanisms, policies, rules, procedures and legislation being utilized for
managing records for quasi-government institutions in Mansa District?

iii. How is the relationship between record keeping and service delivery in public entities
amidst the COVID 19?

iv. How challenges are identified affecting the execution of effective records management in
all key line Government ministries in the district?

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1.10 PURPOSE OF THE STUDY
Creswell (2012) perceives purpose of the study as a statement that advances the overall direction
or focus for the study. Therefore, the study is aimed at establishing the impact and relationship
between record keeping and service delivery amidst the Covid-19 pandemic.

1.11 SIGNIFICANCE OF THE STUDY

At a time when insights with regards to impact of records management on service delivery
amidst the COVID 19 pandemic in Zambian are not clear, a study of this nature becomes
necessary. This study will improve on records management faculty so as to effectively deliver
services to Zambians in public institutions. The study will add to the existing literature about
records management in relation to service delivery which will be of great importance to future
researchers. The study will provide information that will be used by policy makers especially the
quasi-government institutions in conjunction with the government in formulation of proper
policies that will aim and improving the records management ethos and thus service delivery
even despite living in the new normal.

1.12 IDENTIFICATION OF VARIABLES

According to Kothari (2004) the independent variables defined as a characteristic that we (ones
who are conducting the research) manipulate to spot a specific factor. Independent variables also
are referred to as factor or prediction variable. Dependent Variables are the second variety
of variables measured using independent variables. Records management is going to
be the independent variable because it is one that participants changed or manipulated whereas
service delivery in terms of productivity, efficiency/effectiveness amidst the COVID-19 are
going to be the dependent variable because they change and can't be controlled.

1.13 FORMULATION OF HYPOTHESES

Ho: There is no relationship between records management and service delivery in quasi-
government institutions.

H1: There is a relationship between records management and service delivery in quasi-
government institutions.

1.14 SCOPE/DELIMITATION OF THE STUDY

The study will be carried out to assess the impact of records management on service delivery in
quasi-government institutions amidst the COVID-19 pandemic. It will be limited to identifying

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the reasons as to why quasi-government institutions keep records, the different types of records
that quasi-government institutions manage, the format of these records, the challenges that quasi-
government institutions face in record management, the measures that quasi-government
institutions have put in place to improve on record management and assessing the impact of
record management on service delivery in quasi-government institutions amidst the COVID_19
pandemic. The study will be covered in a period of 6 months (February – July 2021).

1.15 OPERATIONAL DEFINITIONS

Records: Information stored so that it can be retrieved at a later date in future. The information
could be in electronic form or non-electronic such as in form of written or printed paper.

Public Record: This study adopts the definition given by Dearstyne (1988) to the effect that a
public record as any kind of information received or created during the process of official
government business. This includes correspondences, memos, ledgers, agenda, minutes, gazettes,
regulations, policies, procedures and reports.

Records Management: This is the effective storage and retrieval mechanisms of information
that then aids an organization in making decisions.

1.9 STUDY LIMITATIONS

Best and Kahn (2009) say that limitations are those conditions, which are beyond the control of
the researcher and may place restrictions on the conclusion of particular study. Limited time and
finance faced by the researcher will be a limitation of this study. The unwillingness of some top-
level managers in using their organization for research is an anticipated limitation. Another
anticipated limitation to the study is the availability of most public workers as they work on
rotation basis. Despite these limitations, the study will explore every necessary available
information to attain its set objectives. The researcher will overcome these anticipated limitations
by triangulating instruments (questionnaire and interview guide) to ensure validity of the data to
be collected also to as well make them available in soft copy and reduce on the time to spend
with the respondent.

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CHAPTER TWO

1.0 LITERATURE REVIEW

2.1 Conceptual Framework

According to Amodot (2018), records management practice 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 award high priority to records management to avoid organizational problems that
may arise owing to poor handling of office records. Amodot (2018) further says that 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, the more productive it will be. That
does not, however, mean that employees have to be immaculate rarities in order to be productive.
It simply means that an organization needs to learn more effective ways to handle its daily paper
flow. To be effective there is need for a workable conceptual framework. The figure below
describes how the author perceives the impact of records management on service delivery.

2.2 Theoretical Framework

This study will be built on two theories of records management: The first is the life cycle
approach, which is an analogy of the life of a biological organism. A record is created, used for
so long as it has value, appraised and is then disposed of by destruction or by transfer to a
records center or an archival institution for permanent preservation. While the records continuum
concept recognizes that four actions ie: identification; intellectual control; provision of access;
and physical control continue or recur throughout the life of a record (McEachreon, 2012).

2.2.1 Life Cycle Theory

According to Johare (2013) the model of records life-cycle initiated by Wallace, Lee and
Schubert (1992) consists of eight phases, namely records creation, distribution, utilization,
storage (active records), transfer, storage (inactive records), disposition and permanent storage.
Throughout the creation phase, records are created by the method of collecting and capturing
information in various kinds of records like paper-based records, microform-based records and
electronic-based records. This phase also determines the categories of reprographic techniques to
be used; who should receive the records; and therefore the number of copies required. The
following phase pertains to records utilization. During this phase, records are categorized as

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financial, legal, administrative, research and historical for transaction in organization’s business.
The records storage for active records involves the processes of classification, filing and access.
The active files must be available at all times to be used on a moment’s notice. The storage
equipment for active records is varied per media types and sizes of records like paper-based
records, microform-based records, electronic records and non-standard size documents (maps,
engineering drawing, audiovisual records) the subsequent phase pertains to the transferring
process during this phase, retention schedule is employed to spot records that ought to be
transferred to inactive storage supported legal requirements and administrative decisions. The
retention schedule also indicates how long a record should be kept in both active and inactive
storage or at any circumstances, when the records should be destroyed. Records storage for
inactive records involves the storing of records in records center or archives the method of
transferring inactive records to records center would save valuable office space for storage of
active records and reduce operation cost of managing the records in a very particular
organization. The process of managing and operating records differs in both records center and
archives. Records stored in archives, must be well preserved because of its historical value.

2.2.2 Continuum Model theory

According to Soyka (2015), the records continuum model developed by Australian
recordkeeping scholar Frank Upward, an archival practitioner and later an academic who has
played a leading role in shaping Australian archival theory in the late-twentieth and early-
twentieth centuries and was one of the founders of the critically important Records Continuum
Research Group at Monash University. The records continuum model aims to be an all-
encompassing framework that casts the organizational recordkeeping process in four dimensions
create, capture, organize, and pluralize and four axes evidentiality, transactionality,
recordkeeping, and identity. The records continuum suggests a set of concentric circles through
which archivists can discuss the ongoing relationship between recordkeeping and the identities of
actors involved with records creation, ranging from individuals to societies. In a continuum
context, records or archives are a logical construct, being traces of acts or events created,
captured and put aside by someone, institution or community. they're managed employing
a community's recordkeeping or archiving processes which link them to their context and
maintain them for the needs of evidence and memory (McKemmish 2005), for as long as they
have value, whether "for a nanosecond or millennia" (McKemmish 2001).

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2.3 The Importance of Proper Records Management
According to Hoyle and Wamukoya(2000), the failure to manage these records by organizations,
particularly public organizations, has greatly undermined the governance process in many
African countries. Whereas the size of the problem may vary from one country to a different,
on the entire bad governance remains a matter of great concern among citizens of
those countries. Records are importance in the sense of it is the strategic resources for any
organization that need to show good governance and accountability. Government of any nation
for example, is always being asked to be transparent, open and engaged with the people. Proper
records keeping will definitely help it cause.

According to Sangway (2000), any organization in any part of the world establishes records
management and recordkeeping systems in order to conduct day-to-day business; retain “tangible
knowledge” in the organization; and maintain evidence of the business, which may be needed to
be presented to external authorities and clientele. The author believes that such recordkeeping
should be assigned increased importance in international organizations. This is because
international organizations need to conduct their businesses by overcoming language and cultural
barriers, and some situations foster more effective records management and recordkeeping
systems (Koga and Ogawa, 2007).

2.4 Records management and the public sector

The public service or and private sectors consists of the “quasi-government institutions that
formulate policies; and has departments and agencies at national, regional and district level that
implement policies. According to Coetzer (2012) institutions, private, semi-government or
government institutions are all legally bound to create, retain and preserve documents as a record
or evidence of their activities and proceedings. In line with Barata et al, (2001) the International
Records Management Trust (1999) define a record as “a document regardless of form or medium
created, received, maintained and used by an organization (public or private) or an individual in
pursuance of legal obligations or in the transaction of business, of which it forms a part or
provides evidence.” The International Records Management Trust (1999) further added that
public records mean any record, in any form or medium, in whole or partially, created or
received by a spot within the course of its business. The knowledge contained in records, could
be a valuable asset and thus must be managed and guarded. It’s the responsibility of
governments to confirm that the records of day-to-day business activities were authentic,

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accurate, reliable and complete for evidentiary purposes, while citizens on the opposite hand
needed to be sure that records would be efficiently managed to confirm accountability and
transparency of state and to shield their rights and entitlements (Hoyle and Sebina, 2008).

2.5 Relationship between Record Keeping and Service Delivery

Keeping records is crucial for the successful management of a quasi-government entity. Rowan
and Bury (2000), agree that a comprehensive recordkeeping system makes it possible for them to
develop accurate and timely financial reports that show the progress and current condition of the
entity. With the financial report you can generate from a good recordkeeping system, you can
compare the delivery of services during one period of time (month, quarter or year) with another
period, calculate trends and plan for the entity’s future. Therefore, according to Jerry (2010), for
an entity to work effectively, more detailed information is required to help managers in
maintaining financial reports/ statements, managing activities and influencing future
performance in terms of service delivery instead of merely reporting the results of past events.

However, Mclean (1999) argued that a successful entity rests on sound record keeping system
practices and delivered services. Therefore, it's impossible to work out the effectiveness of
services delivered by an entity without properly maintained records. Service delivery is the
implementation of services provided by governments (local, municipal, or large-scale) to the
public and making sure they reach those people and places they are intended to without resulting
into ownership. He further stretches that service delivery is where benefits of the service are
triggered by and rendered to the authorized service consumer and ensuring that services
delivered are consistent with the service design (Roberts, 2002). Javier and Martineau (2001)
opined that the delivery of public services could be a tangible indicator of the organization’s
effectiveness. The standard of public services, accordingly, is commonly a dominant determinant
of citizen perceptions of presidency. In democracies, public service delivery also colors citizens'
opinions of and support for his or her elected leaders. In most societies, citizens' day-to-day
engagement with government largely revolves round the delivery of public services like road
services as is that the case in point and improving the efficiency and value for
money publicly service delivery. Ketelaar (2000) postulated that effective public institutions are
vital in the quest by developing countries to provide better services for their citizens for example
In Uganda, there is a serious concern that the human and institutional capacities to formulate

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policies, design and implement programs and deliver quality services to meet organization’s
development priorities are limited and eroding as well since the necessary records are not
maintained as expected.

2.6 Empirical Literature Review

A number of researchers have examined the correlation between records management and
improved service delivery and performance and its impacts in both private and public sector
organizations with different findings. This has spawned both positive and negative arguments in
the literature.

2.6.1 Global studies on the impact of records management on service delivery and
successes.
Due to the existence of many records in the companies and given that every day the bulk is too
big, it is rational that a good management is required for gaining the possible advantages. A bad
records management system does not exploit the value of the records, many records are lost and
there are not categorized in a proper way.

A study conducted by Manikas (2015) on the Records Management and Electronic Records
Management Opportunities and Limitations in Greek companies, revealed that it is beyond any
doubt that every organization should accomplish many activities in its internal environment in
order to be successful. An important task in organizations is the records management and the
electronic records management. Records management and the electronic records management as
it has been proved in many cases, offer many benefits to the organizations some of which are: the
important increasing of perceived efficiency in the organizational environment, faster and higher
quality services to the customers due to the easy access to existing information and important
reduce of the costs in a company. Manikas (2015) further stated that it is widely accepted that
Records management and electronic records management can lead to less coordination effort,
higher quality, higher efficiency and higher maintainability”. The business sector is a field that
needs a continuous effort to be operational and competitive. The situation in Greece is a little bit
weird. The foreign and the big enterprises follow the necessity for change in order to accomplish
their targets. Some small enterprises do not follow this path and as a result they lead to a bad
situation from an economical and an operational view. The perceived efficiency and the field of
the costs are positively affected in the specific cases. The perceived efficiency is something that
is affected immediately. The basic factors that characterize perceived efficiency is time and

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effort. The adoption of a records management and the electronic records management. and the
implementation of a proper records management affect those factors dramatically. Employees
that are obliged to do many things in limited time and sometimes difficult are facilitated by
records management and the electronic records management. The system gives them the
opportunity to have fast and easy access to the needed information. Regarding the costs, we
observe that is a field that is also affected but this is easier to be shown in long term. Running
costs are decreased, due to the higher level of efficiency the profits are increased but the high
cost of the system's purchasing does not allow the immediate evidence of profits.

2.6.2 Regional level studies on the impact of records management on service delivery and
successes.
According to Kanzi (2010) in a study conducted to investigate the role of records management
with specific reference to Amathole District Municipality, in South Africa. The purpose of this
study was to investigate the role played by records management in an organization. The primary
question that was explored in this study was whether the management of records receives the
attention it deserves at the Amathole District Municipality and its impact on the performance of
staff. This study proved the hypothesis drawn to be correct, which stated that effective records
management plays a significant role in the effective administration of an organization and has an
impact on service delivery. The empirical study revealed that the records management function is
not receiving the attention it deserves at Amathole District Municipality. Even though
participants acknowledged the importance of records management in the decision-making
process, strategic planning process (Integrated Development Plan), the realization of the Batho
Pele Principles and the overall performance of Amathole District Municipality, it was evident
that ignorance was displayed with regard to the management of records. The study revealed that
Amathole District Municipality has a good Records Management Policy, Records Managers
should develop and implement records management policies, which are endorsed by the head of
the governmental bodies and their top management teams, as well as by the National Archives
and Records Service. Adherence to these policies should be continuously monitored and the
policies should be reviewed on an annual basis. Procedure manual and File Plan, but adherence
to these policies should be continuously monitored. The records management policy should be
backed by the governmental body’s records management procedures, which are simplified to
guide officials of an organization at large on acceptable records management practices. Regular

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training was identified as one of the areas on which Amathole District Municipality should apply
its focus to ensure sound records management. Recommendations were made within the context
of empirical survey findings and the regulatory framework for records management. To improve
the current records management practices at Amathole District Municipality, it has been
recommended that the records management function be incorporated into the organization-wide
strategic plans and that records management forms part of the key performance areas of senior
managers.

According to Phiri (2016), in a study on Managing University Records and Documents in the
world of governance, audit and risk: in South Africa and Malawi, there are enormous benefits for
any organisation from practicing sound records management. In the context of a public
university, Phiri (2016) stated the importance of good records management which includes:
facilitating the achievement the university’s mandate; enhancing efficiency of the university;
maintaining a reliable institutional memory; promoting trust; responding to an audit culture;
enhancing university competitiveness; supporting the university’s fiduciary duty; demonstrating
transparency and accountability; and fighting corruption. Records scholars and commentators
posit that effective recordkeeping is an essential underpinning of good governance. Although
there is a portrayal of positive correlation, recordkeeping struggles to get the same attention as
that given to the governance. Evidence abounds of cases of neglect of recordkeeping in
universities and other institutions in Sub-Saharan Africa. In this study, the apparent absence of
sound recordkeeping provided a rationale for revisiting some universities in South Africa and
Malawi in order to critically explore the place of recordkeeping in an organization’s strategy in
order to develop an alternative framework for managing records and documents in an era where
good governance is a global agenda. The research is a collective case study in which multiple
cases are used to critically explore the relationship between recordkeeping and governance. As
qualitative research that belongs in the interpretive tradition of enquiry, it is not meant to suggest
prescriptive solutions to general recordkeeping problems but rather to provide an understanding
of the challenges and opportunities that arise in managing records and documents in the world of
governance, audit and risk. That is: what goes on in the workplace; what are the problems; and
what alternative approaches might address any existing problem situations. Research findings
showed that some institutions are made good use of their governance structures and other drivers
for recordkeeping to put in place sound recordkeeping systems. The study noted that key

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governance structures and other drivers for recordkeeping identified include: laws and
regulations; governing bodies; audit; risk; technology; reforms; and workplace culture. The study
further revealed that Other institutions were not managing their records and documents well
despite efforts to improve their governance systems. They lacked recordkeeping capacity. Phiri
(2016) further stated that the areas that determine recordkeeping capacity include: availability of
records management policy; capacity for digital records; availability of a records management
unit; senior management support; level of education and training of records management staff;
and systems and procedures for storage, retrieval and dispositions of records. Although this
research reveals that the overall recordkeeping in the selected countries has slightly improved
compared with the situation other researchers found a decade ago, it remains unsatisfactory and
disjointed from governance. The study therefore proposes governance recordkeeping as an
approach to managing records and documents in the world of governance, audit and risk. The
governance recordkeeping viewpoint considers recordkeeping as a governance function that
should be treated in the same manner as other governance functions such as audit and risk
management. Additionally, recordkeeping and governance should be considered as symbiotic
elements of a strategy. A strategy that neglects recordkeeping may not fulfil the organization’s
objectives effectively (Phiri, 2016).

According to Amodot (2018) in a study titled an “Assessment of records management practices:

a case of parliamentary records management service” in Uganda revealed that; the department
have never appraised or disposed its records ever since its establishment, records had already
filled up the strong room which is no longer accessible and some of the records are staffed in
boxes and some piled on the floors. It was recommended that the department adopts a records
management policy, train its staff on simple records management standards, adopts a records
preservation plan, revive the records office and to appraise and dispose records systematically.
The study showed that the Parliamentary Records Management Service department has worked
seriously on records management problems though the safety and security of records is a
challenge to personnel in-charge of records. Also, at Parliamentary records management services
department it was revealed that there were numerous instances where important documents and
notes were not kept in secure conditions.

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2.6.3 National Level studies on the impact of records management on service delivery and
successes.
A study conducted by Chirwa (2015), to investigate the knowledge levels of registry staff, the
elements of the records management program and challenges encountered by registries in the
Ministry of Education, Science and Vocational Training and Early Education in Zambia revealed
that the majority of the records management staff at MESTVEE were generally knowledgeable
of basic records management concepts and practices and that there was no association between
knowledge levels and education and between knowledge levels and work experience. While the
registries were generally adequately staffed several had no records management qualifications. It
was further discovered that, many registries in question revealed a lacked certain key element of
a records management program such as a records management policy and up-to-date records
retention and disposal schedules resulting into an inefficient records management program.
Chirwa (2015) further indicated that the registry service manual did not provide guidance on how
to manage electronic records, incoming and outgoing mail. Research findings also showed that
low motivation among registry staff, lack of supplies, poor and inadequate funding, inadequate
shelving and filing equipment, inadequate storage space, difficulty in locating and retrieving
active and semi-active contributed to the failure by records management staff to execute their
duties efficiently. In this study it was further shown that, a comprehensive and an efficient
records management program must consist of eleven elements and adequate and well qualified
staff. The results of the study revealed a number of deficiencies and challenges which were
affecting the records management program from attaining its intended goal of achieving
efficiency and economy in the creation, use, maintenance and disposal of records. The challenges
and deficiencies included ill qualified and low motivated staff, lack of a records management
policy, lack of up-to-date records retention and disposal schedule and lack of guidelines for
managing electronic records. Owing to these deficiencies, the records management program at
the MESTVEE was not comprehensive and efficient hence problems such as congestion in
registries, poor service delivery and low image of the registry staff.

Another study conducted in Zambia by Mulauzi et. al. (2015) that most of the institutions in the
Zambian pension industry have policy frameworks for the management of records. However, a
number of staffs in these institutions are not awareness of records management programme. The
paper has also shown that most staffs are not awareness of legislation regulating the management

14
of records in the public sector. Additionally, it has been established in the paper that although the
Zambian pension industry do support records management programmes, it is often inadequate.
The paper further highlighted a number of perceived benefits of records management including
records management challenges being faced in the Zambian pension industry. It is important to
note that institutions in the Zambian pension industry can only be effective and efficient if they
can create and maintain a culture which would promote effective and efficient records
management that facilitate efficient and timely decision-making. They should also consider
records management as a business process designed to support business objectives. Finally, they
should consider records as a resource and utilize them fully and cost effectively to realize their
objectives. Further, records management programmes according to the findings, in most
institutions in Zambian pension industry are constrained with limited financial resources. It was
found that inadequate funds are located towards records management activities. This has serious
implications on effective management of records in the Zambian pension industry.

Mulauzi et. al. (2015) further stated that even though support is there for records management, it
is not adequate. Finances allocated for this section are not adequate for us to for instance, procure
enough filing cabinets, file folders, file boxes, shelves. Training would enable records staff to be
fully aware of the role records management play in as far as payment of benefits is concerned. In
addition, training will enhance records staffs’ capabilities to effectively and efficiently handle
records services and responsibilities in an organization. It also shapes their career and expose
them to a number of issues in the world of records management. It is also important records staff
to understand the need to apply common standards and best practices to manage, make
accessible and protect information assets. This understanding can only be obtained through
training. Thus, all staff responsible for records management should have the appropriate skills
and knowledge needed to achieve the aims of the records management programme. Registries in
most public institutions are not always provided with copies of correspondence for filing, which
result in records being lost and the registry staff being blamed for missing documents. They
observed that electronic information in most Zambian public institutions was becoming prevalent
and staff did not know how to manage records in digital form. They further observed that with
the introduction of email system and office automation packages (including word processing,
spreadsheet and presentation software, databases and web content), the problems were being

15
exacerbated, and it was likely that some important information would not be captured into any
recordkeeping system.

2.6.4 Gaps in Literature

The discussion has revealed that sound records management is not a choice, but compulsory as it
is regulated by legislation. Advocating the management of records as an organizational and
societal benefit is therefore not an activity to be taken for granted. Ignorance on records
management can have adverse effects to the organization’s performance and can drain financial
resources, and that will ultimately affect service delivery. Gaps revealed in the literature noticed
is that there have been little or no research on the records management and how to handle
records and documents during pandemics such as the covid-19 pandemic and to ensure safety of
registry staff and also users of the same documents. The aim of this research is not to add new
knowledge but to discover and present the impact of an effective records management amidst the
covid-19 pandemic. It is focused on exploring and presenting the expeditions that are offered in
the daily work tasks of quasi-government institutions in Mansa district. It thus should present
new opportunities to the quasi-government institutions by interpreting the experiences of people
that have taken advantage of existing records management systems. Through the study it is
hoped that technology can improve the situation and can make the peoples' life and work easier,
faster and safer as we live amidst the Covid-19 pandemic.

2.7 Administrative and Management Challenges

The Public Service has however in recent times been beset with serious administrative and
management constraints which relate to: compensation and benefits; institutional capacity
factors; and governance and management. There has been steep increase within the rate of
attrition, due partly to poor remuneration package, unattractive recruitment policies, insecurity of
tenure, poor working environment, adhoc transparency and accountability management measures
and other factors that have negatively affected the delivery of effective services to the general
public. At the policy level management capacity gaps and therefore the absence of effective
training and management development still as in leadership and policy formulation skills have
impaired the flexibility for effective and efficient service delivery and Total Quality
Management.

16
On the other hand, Standards, technical reports, and guidelines which
create knowledgeable environment of "best practice"; procedures are designed to
help records and data management practitioners with daily business challenges. they
permit organizations to confidently create systems, policies, and procedures to make sure high
operational quality and exceptional performance so on ensure effectiveness in delivering
services.
“Archives are the data of human endeavor. The Archives and Records Association will make
sure that archives are more ready to take their place within the decision-making process within
the business world, in government and across society. They need a vital role in improving
accountability and inspiring public involvement within the democratic process (Andrew, 2010).

2.8 Impact of COVID-19 on records management and service delivery

What started as one COVID-19 case late 2019 in China, sporadically spread across the
whole world within the primary quarter of 2020 presenting one amongst the foremost serious
global health crises with high socio-economic costs. While its impact on the world’s health
systems including fatalities still rise, the economic toll continues to be unclear because the world
faces an unprecedented global recession. The contraction is principally a results of export
adjustments affecting primary commodity exporters, and also the attendant losses to tax
income which reduce the capacity of Government to increase public services necessary to
reply to the crisis. (Gondwe, 2020)

17
CHAPTER THREE

3.0 RESEARCH METHODOLOGY

3.1 Introduction
This chapter presents the methodology which will be employed during the study. In light of this,
the areas of the study and reasons which underpin the choice of area are explained. In this
chapter explanations on research design and approach, the population, sample and sampling
procedures, data collection methods used during data collection are provided. Explanations are
also provided on how instruments will be validated and how data will be collected and analyzed.

3.2 Research Design

Research design is the conceptual structure within which research is conducted and includes the
collection and analysis of data which are relevant to the research (Kothari, 2004). It is the plan
showing the approach and strategy of investigation chosen to obtaining valid and reliable data
that achieved the research objectives and answered research questions. The researcher employed
a case study design because the case study design places emphasis on a full contextual analysis
of a fewer events or conditions and their interrelations. Kothari (2004) has explained case study
as complete and careful observation form of a qualitative analysis of a social unit that places
more emphasis on the full analysis of a limited number of events or conditions and their
interrelations. Saunders et, al. (2009), argued that an existing theory can be challenged by a
simple and a well-constructed case study despite the suspicion of its unscientific feel.

This study therefore will use a case study since it places emphasis on a full contextual analysis
of a fewer events or conditions and their interrelations. The time and financial constraint factors
will be also considered in selecting this research design. The design is selected due to its nature
of having in-depth, contextual analysis of similar situations in other organizations as the one
being researched on.

3.3 Research Approach

This research follows a mixed method of quantitative and qualitative approach. This approach
allows for the concurrent analysis of both quantitative and qualitative data. According to Kothari
(2004) qualitative approach is a function of a researcher’s perception and impressions whereby
he gives his subjective assessment of attitude, opinions and behaviors while quantitative
approach involves the generation of data in quantitative form which can be subjected to rigorous
quantitative analysis in a formal and rigid fashion.

18
Quantitative research approach will be largely employed during the study. Qualitative data
collection will be provided for through provision of comment sections in an otherwise close-
ended questionnaire where the respondents gave additional information to add depth to responses
given quantitatively

The quantitative data will then be analyzed in relation to the additional qualitative data collected
thus addressing the issue of lack of depth that sometimes arises when only quantitative
approaches are employed with no explanations on the quantitative data. Dawson (2002) indicates
that the quantitative approach reaches more respondents and the contact is much quicker than the
qualitative approach whereby the contact with the respondent tends to last a little longer. She
further states that no method is superior to the other, and both have their strength and weaknesses

3.4 Area of Study

The research population consisted of employees at quasi-government institutions located in
Mansa. The employees will be invited to participate in the research survey by filling the
questionnaires that will be provided to them.

3.5 Study Population

A population is the totality of the objects under the investigation. It is a set of all cases of
interest. With respect to this study, the target population will be 50 employees at the institutions
in Mansa District.

3.6 Sampling Design and Procedure

According to Lind et al. (2006) a sample is a portion of the respondents drawn from the
population of interest, and in many cases, sampling is more feasible than studying the entire
population. Although no sample can be guaranteed to be fully representative, it serves the
purpose of obtaining a result that is representative of the whole population being sampled
without going to the trouble of asking everyone (Fisher et al., 2010). For this study, the sample
will be made up of 50 respondents from different quasi-government institutions in Mansa. The
researcher specifically targets Mansa district due to time, personnel and financial constraints and
also considering that public entities in Mansa are in the same premises except for one.

The researcher adopted simple random sampling to give potential respondents an equal chance of
being involved in the study. Only those potential respondents that will be willing and believed to

19
be able to deliver the required data will be approached. In the process of sampling, the researcher
will keep in mind different groups of employees to meet the objective of the study.

Table 1: Number of expected respondents in public entities

NO INSTITUTION RESPONDENTS NO

1 Zambia Electricity Supply Corporation 20

2 Zambia Revenue Authority 10

3 National Pensions Scheme Authority 10

4 WORKERS COMPENSATION 10

TOTAL 50

Source: Designed and Compiled by the researcher

3.7 Data Collection Methods and Instruments

In conducting the study, the researcher will apply both primary and secondary data collection
techniques. These techniques will be employed by the researcher to get in-depth information on
the employee’s perception of the impact of record keeping post the covid 19 pandemic in Mansa
district.

3.8 Primary Data

Primary data are information collected specifically for the purpose of investigation under study.
The researcher used researcher administers interview and respondent self administered
questionnaires in collecting data. In both methods the same set of questions will be administered.

3.8.1 Interview
Interview is a method of collecting information through oral or verbal communication between
the researcher and the respondents.

3.8.2 Questionnaires
Questionnaire will be designed for scheduled interview, most of them will be self administered
with both open and closed ended questions to the employees. The purpose of the questionnaire is
to compare the reviewers’ comments and the authors’ perception of the problems. The
questionnaire will focus on meeting the research objectives and answering the research
questions.

20
3.9 Data Validity and Reliability
In this study data validity and reliability was tested by distributing eight questionnaires to the
CRDB customers prior to the collection of data. The researcher will check if the questions will
be understood by the respondents and the reliability of the data provided.

3.10 Data Analysis Procedures

Data analysis is an important step towards finding a solution to a problem under study

3.10.1 Data Analysis

In this study, the required information gathered was analyzed using qualitative and quantitative
data analysis techniques. Data was edited, entered into a data analysis software application,
cleaned and coded, ready for analysis.

3.10.2 Editing
Data editing is the procedure that improves the quality of data coding. The information from the
study was carefully checked to ensure completeness, accuracy, clarity and uniformity

3.10.3 Data Entry

The data was entered in a computer and analyzed using Statistical Package for Social Science
(SPSS) software.

3.10.4 Coding
During coding, data collected are categorized and transformed into symbols that may be
tabulated and accounted as used. Based to the result from the questionnaire and data entry, the
data was kept in the format which yields the best SPSS outputs. After coding, the data was ready
for analysis.

21
4.0 REFERENCES

Amodot, B., (2018) Assessments of Records Management Practices: A Case of Parliamentary

Records Management Service. Makerere University.

Anne Ketelaar (2000), Improving Public Sector Performance Management in Reforming

Democratizers.

Barata, K, Cain, P and Routledge, D ( 2001) Principle and Practices in Managing Financial
Records: A Reference Model and Assessment Tool. http://www.ifac.org/ retrieved on 10/09/13

Best, J. W., and Kahn, J. V., (2009). Research in Education (10th Ed.), New Delhi: PHI Learning
Private Limited.

Bloomberg, L.D. and Volpe, M., (2008). Completing Your Qualitative Dissertation: A Roadmap
from Beginning to End. London: SAGE Publications.

Chirwa, J. F., (2015) An investigation of the knowledge levels and practices of the records
management staff in the Ministry of Education, Science and Vocational Training and Early
Childhood. University of Zambia.

Coetzer, P.X (2012). The status of Records Management at the University of Zululand.
Dissertation (MIS), University of Zululand.

Cooper, D.R and Schindler, P.S (2001). Business research methods. 7th ed. New York:
McGrawHill/Irwin

Gilliland, A., and McKemmish, S. (2004), Building an infrastructure for archival research.
Archival Science, 4(3-4) 149-197.

Gondwe, G., (2020) Assessing the Impact of COVID-19 on Africa’s Economic Development.
UNCTAD. UNCTAD/ALDC/MISC/2020/3)

Hoyle and Sebina (2008). Fostering Trust and Transparency in Governance: investigating and
addressing the requirements of building integrity in Public Sector Information Systems in the
ICT environment: a case of Botswana. London: International Records Management Trust.
Available from: http://www.irmt.org/. (Accessed on 17/12/2013)

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Hoyle, M and Wamukoya, J. (2006). Fostering Trust and Transparency in Governance:
International Records Management Trust (1999). The Management of Public Sector Records:
Principles and Context Available from : http://www.irmt.org retrieved 7/12/13

Hoyle, M. and Sebina, P (2007). Fostering Trust and Transparency in Governance: investigating
and addressing the requirements of building integrity in Public Sector Information Systems in the
ICT environment: a case of Zambia. London: International Records Management Trust.
Available from: http://www.irmt.org/. (Accessed on 17/12/2013)

Javier Martinez and Tim Martineau (2001), Introducing Performance Management in National
Health Systems: Issues on Policy and Implementation

Jean Roberts (2002), Improving service delivery initiatives in the Netherlands, 4th editon.

Jerry (2010), National Archives of Australia. Handling Administrative Change Archives Advice
27 Rev. June 2002.

Johare R., (2013) The Records Life Cycle Concept. MARA University of Technology.

Kanzi, N., (2010) An Investigation of the Role of Records Management with Specific Reference
to Amathole District Municipality. Nelson Mandela Metropolitan University.

Koga, T., and Ogawa, C., (2007) Implementation of the DIRKS Methodology by International
Organizations: The Case of the United Nations. Archives and Records Association of New
Zealand (ARANZ) 2007 Conference in Auckland, New Zealand, Jul. 12-14, 2007)

Kombo, K. D and Tromp, D. A .L. (2006), Proposal and Thesis Writing: An Introduction,

Kothari, C.K. (2004). Research Methodology: Methods and Techniques, Jaipur: New Age
International (p) Limited Publishers.

Manikas, K., (2015) Records Management and Electronic Records Management Opportunities
and Limitations. A case study in Greek companies. Linnaeus University. Sweden

Massey University (2013). Records Management Policy. Available from:

https://www.massey.ac.nz/massey/.../policy-guide/policy-guide_home.cf (Accessed on 27/06/14)

23
McEachreon, P., (2012) Records Life Cycle/Continuum Models: Off the Record. The Newsletter
of the Archives Association of Ontario Volume 28, Number 2 Spring 2012 ISSN 1182-0055.

Mckemmish, S (1997). Yesterday, Today and Tomorrow: a Continuum of Responsibility.

Proceedings of the Records Management Association of Australia 14th National Convention, 15
17 September 1997. Perth : RMAA.

McKemmish, S. (1997). Yesterday, Today and Tomorrow: A Continuum of Responsibility.

Proceedings of the Records Management Association Australia 14th National Convention. 15-17
September, Perth. Retrieved October 2, 2000, from the World Wide Web:
http://www.sims.monash.edu.au/rcrg/publications/recordscontinuum/smckp2.html.

McKemmish, S. (2001). Placing records continuum theory and practice. Archival Science, 1,
333-359.

Mclean, R.J, (1999),” Records Management-the Business case”, Records management Bulletin,
90, 3-9

McLeod,J, Hare, C. and Johare, R. (2004) "Education and training for records management in
the electronic environment - the (re)search for an appropriate model " Information Research, 9(3)
paper 179 [Available at http://InformationR.net/ir/9-3/paper179.html]

Mclnermy (2002),business management systems, developing our world, 5th edition

Milichamp A.H (1996), Foundation Accounting London DP publishers ltd.

Mulauzi, F., Hamooya C., and Munsanje V.M., (2015) Records Management Practices In The
Zambian Pension Industry. Journal of The Eastern and Southern Africa Regional Branch of the
International Council On Archives (ESARBICA), Vol. 33, 2015. ISSN 2220-6442 (Print) 2220-
6450 (Online)

Phiri, M.J., (2016) Managing University Records and Documents in the world of governance,
audit and risk: Case studies from South Africa and Malawi. http://theses.gla.ac.uk/7506/

24
PSMD (2012) Public Service Records Management Policy. Public Service Management Division
(PSMD). Cabinet Office.

Read, J. and Ginn, L (2007). Records Management. 8th ed. Ohio: Thomson South-Western

Rowan & Pendle Bury (2000), Public sector accounting (5th edition)

Sangway, D. (1989). Information management policy and practice. In Durance, Cynthia J.

(comp.) Management of recorded information converging disciplines: Proceedings of the
International Council on Archives symposium on current records (pp. 176 – 190).

Singh, Y.K., (2006). Fundamentals of Research Methodology and Statistics. New Delhi: New
age International (p) limited, publishers.

Sir Andrew (2010), Theory of Accounting and Economics Development, Harvad University
Press.

Soyka A., (2015) Records as Force Multiplier: Understanding the Records Continuum as A
Framework for Examining the Role of Records in a Community. University of Pittsburgh.

Wamukoya, J. (2000). Records and archives as a basis for good government: implications and
challenges for records managers and archivists in Africa. Records Management Journal, Vol. 10,
no 1. 23-33

25
APPENDIX 1.

RESEARCH PLAN
Task Week 1 – Week 3 – Week 5 – Week 7 – Week 9 – Week 11-
week 2 week 4 week 6 week 8 week 10 week 12

1: Design of the work

plan

2: Gaining access

3: Design of a
questionnaire

And grouping.

4: Coding of data and

entering on the computer

Data analysis

Final report

26
QUESTIONNAIRE
INTRODUCTION
Good morning /Good Afternoon my name is Anna Shupe Chulu a student at University of
Zambia, Adult Education Department doing a research on the impact of records management in
quasi-government institutions on business and service delivery post the covid-19 pandemic
restrictions. This research is purely for academic purposes and the information given will be
therefore be treated with utmost confidentiality.

TOPIC: The impact of records management in quasi-government institutions on business and

service delivery post the covid-19 pandemic restrictions. A Case Study of Mansa
District.

INSTRUCTIONS
Please kindly respond to the following questions as sincere as possible. Write or tick
appropriate responses in the space or box provided.

A. DEMOGRAHIC INFORMATION
1. Name of Respondent ……………………… ……………………….
2. What is your designation in your Department?
Designation
1=Top Management
2=Middle
3=Lower
4=Subordinate
3. Sex of the Respondent?
1 = Male 2 = Female
4. Age
1= 25 years and below
2= 26 -30 years
3= 31-35 years
4=36-40 years
5=41-45 years
6=45 years and above
5. For how long have you worked in your institution?

27
 Length in years
1= Less than 5
2= 6-10
3= 11-15
4= Over 16
6. What is your highest educational qualification?
Education Qualification
1=Degree
2=Diploma
3= Certificate
4=None
5=Other (specify)…………
B. EXISTING RECORDS MANAGEMENT PRACTICES
1. Do you have other responsibilities related to managing records in your organization?
1=Yes
2=No
2. What percentage of time do you spend on records management issues?
Percentage (%)
1=1-20
2=21-40
3=41-60
4=61-80
5=81-100
3. What kind of documents and records do you manage in your institution?
1=Paper based
2=Electronic
3=Both
4. What procedures are used to monitor the movement of paper-based files within the
agency?
1=bar coding
2=records management 3=software systems
4=document 5=management systems
6=workflow software
7=movement card
8=transfer slips

28
 9=All the above
10=None of the above
5. How would you rate the management of records in your institution?
1=Excellent
2=Good
3=Don’t Know
4=Fair
5=Poor
C. COMPLIANCE TO RECORDS MANAGEMENT PRACTICES
6. Are you aware of Government legislation and Department policies which governs the
management of records in organization?
1=Yes
2=No
7. Are the best practices being embraced and being appreciated by all colleagues within the
institution?
1=Yes

2=No
8. Is our data digitized, archived and backed-up properly for future use in times of crises?
1=Yes
2=No
9. What do you perceive are the organizational change component of a records management
program usually in your institution?
1=Training on records management policies and best practices.
2=On-going multi-channel communications that emphasize the importance of records
management.
3=The establishment of a network of records management change agents who can build
awareness at a grass roots level of records management best practices.
4=Other specify …………
D. RELATIONSHIP BETWEEN RECORD KEEPING AND SERVICE DELIVERY
IN COVID 19 PANDEMIC
10. What do you perceive as the effect of the covid-19 pandemic on records management?
1=Positive effect
2=Negative

29
11. Have you noticed any impacts of Covid-19 health guidelines and measures on the way
documents and records are managed in your institution?
1=Yes
2=No
12. Are manual processes of handling documents putting you at a higher risk?

1=Yes
2=No
13. How has this affected you or the record managements department?
1= positively
2= negatively
3= not sure
14. Have working arrangements been established in response to the pandemic been put in
place in your institution?

1=Yes
2=No
15. What working arrangements have been put in place in response to the pandemic?
1=Working on rotation
2=Working online
3=Other specify ……………
16. How effective were the working arrangements put in place been on service delivery in
your ministry?
1=Effective
2=Not effective
3=Don’t know
17. Do you think it has been safe for you to handle paper-based records files as they move
from one office to the other?
1=Yes
2=No
3= Not sure
18. What do you think is the impact of records management on service delivery?
1=Improves accessibility and Retrieval of files and document s
2=It enhances accountability and Transparency
3=Enhances the quality of service offered
4=It reduces the time used in delivery of Services at the Department

30
 5=Enables quick response to queries and complaints
6=It motivates employees when they access and retrieve files easily
7=Encourages teamwork among staff members
8=Enhances good working relations between staff and clients
E. CHALLENGES AFFECTING THE EXECUTION OF EFFECTIVE RECORDS
MANAGEMENT
19. Do you have challenges in implementing the records retention schedule?
1=Yes
2=No

20. What problems and challenges do you encounter while executing your records
management responsibilities? (Please tick all that apply)

Locating and retrieving active records

Tracking and locating semi-active records
Inadequate shelving and filing equipment
Inappropriate shelving and filing equipment
Inadequate storage space
Inadequate filing and classification system
Lack of records retention and disposal schedule
Overcrowding working environment
Lack of supplies (Folders, file clips etc)
Lack of records policy
Lack of operational manual
Lack of electronic records management policy
Lack of records protective measures
Lack of job satisfaction
Unsatisfactory salary and other fringe benefits
Lack of prospects for promotion
Low motivation
No opportunity for further training Inadequate trained personnel
Low job esteem
Poor and inadequate funding
21. What value to your ministry’s having a records management program would you place on
its impact on service delivery?

31
1=No Value
2=Great Value
3=Not sure

END OF INTERVIEW-THANK YOU!!!

32
BUDGET
SN ITEM QTY COST (ZMW) TOTAL
COST(ZMW)

1 Stationery (reams of 03 100 300

paper)

2 Transport --- 5000 500

3 Binding Final Documents ---- 4000 400

4 Secretarial work ---- 1000 1000

5 Contingence ---- 200 200

GRAND 0
TOTAL=

33