Ascertaining the Influence of Records Management Policies on Service Delivery of Selected Government Parastatals in Mombasa County, Kenya

Abstract

Purpose: To determine the influence of records management policies on service delivery of selected government parastatals in Mombasa County, Kenya. Methodology: The study used mixed method research approach and descriptive research design. This study’s target population comprised of 9 government parastatals located in Mombasa County. The study used simple random sampling method to obtain 3 parastatals which were Kenya Coconut Development Authority [KCDA], Kenya Maritime Authority [KMA], and Kenya Ports Authority [KPA]. The study used simple random sampling method to obtain 269 operations staff who answered open-ended questionnaires. This study conducted a pre-test study at Kenya Ferry Services Limited whose respondent were 27 operations staff randomly selected and distributed in all departments. Reliability and validity were also measured. The study analyzed descriptive statistics which comprised of frequencies, percentages and mean. The findings were presented through tables, figures and narratives. Findings: The study established that as a result of training staff on records management, time efficiency had been enhanced which reduced the complains made by the citizen seeking the services. Additionally, parastatals had put effort to not only develop policies but also implement them in manual and digital work settings. Some of the purposes of these policies needed staff to be oriented to enable easy comprehension. Notably, government parastatals had not yet put enough effort towards ensuring that changes in polices were notified to the staff.  This left the staff to make personal initiatives on how and where to get the records management policy manuals. As a result, there were increased cases of loss of records especially when changes in policies affect the database. Therefore, these findings will be relevant in ensuring that training and development in regards to records management and policies is scaled to a even more higher level. This is to ensure that clients get the best while at the same time the staff are there to issue high standard services. The study recommends that the management should employ strict measures such as assigning the task of distribution of policy manuals to staff in departments. This could be done through sending emails to staff notifying them on policy change. Additionally, the management should maximize on use of social media platforms such as departmental WhatsApp groups to facilitate easier dissemination of information to the staff. Unique contribution to theory, policy and practice: Records management has a significant influence on delivery of selected government parastatals in Mombasa County, Kenya. That is, records management influences service delivery through provision of information that would enable decision making and gave a chance to the public to ask questions on unsatisfied records policies. There is need to ensure that the decision-making process is enhanced through the use of quality records to avoid poor decisions that have high-cost attribute to the commercial parastatal.