TITLE:
Assessing the Adequacy of Existing Infrastructure in the Management of Electronic Records to Support Service Delivery at the Selected Government Ministries in Kenya
AUTHORS:
Douglas Mwangi Maina, Jane Cherono Maina, Jonai Wabwire
KEYWORDS:
Electronic Records, Infrastructure, Service Delivery, Government Ministries, Kenya, Records Management, E-Governance
JOURNAL NAME:
Open Access Library Journal,
Vol.12 No.8,
August
26,
2025
ABSTRACT: Organizations ought to manage electronic records efficiently and effectively to achieve quality service delivery. Problems of poor service delivery and corruption in government ministries and public organizations in Kenya have, for a long time, been associated with poor records management. The evolution of e-governance in Kenya underscores the critical role that electronic records management (ERM) plays in enhancing public service delivery Thus, this study aimed at establishing the adequacy of existing infrastructure in the management of electronic records to support service delivery at the selected government ministries a case study of Ministry of Labour and Social Protection and the Ministry of Land and Physical Planning. The study was guided by the Records continuum theory. The study used a mixed-methods approach employing a descriptive survey research design where questionnaires and interviews were used as the data collection tool. The sample size consisted of 97 respondents who were selected through purposive sampling from the target population of 643 employees of the Ministry of Labour, Social Security and Services and the Ministry of Land and Physical Planning. A Pilot study was conducted to ensure the validity and reliability of the instruments. Data will be analyzed using the Statistical Package for Social Sciences (SPSS) version 25 and presented in the form of tables of frequencies and percentages. The study identifies key infrastructural challenges and opportunities, with an emphasis on the capacity of current systems to support transparency, efficiency, and accountability in public administration. These findings demonstrate widespread inadequacies in key enablers of electronic records management, such as ICT infrastructure, policies, standard operating procedures, and legal frameworks. This study recommended that the two institutions prioritize infrastructure development, review the policies to align with best practices standards and allocate adequate budget to support a sustainable records management framework in the institutions.