Customer Service at the Records Management Unit of Botswana Ministry of Labour and Home Affairs

Abstract

The aim of this study was to assess customer care services provided by the Records Management Unit of the Ministry of Labour and Home Affairs Headquarters in Gaborone, Botswana. This was an exploratory study which used a case study design. The study was guided by customer relationship management theory which emphasises that organisations can achieve quality customer service through customer, product, channel and infrastructure strategies. The broader aim of the study was to assess the customer services as it relates to the current records management services provided by the Records Management Unit (RMU) within the Ministry of Labour and Home Affairs (MLHA). The population of the study consisted of 52 respondents - 5 records officers and 47 action officers from the Ministry of Labour and Home Affairs Headquarters in Gaborone. Quantitative data was collected through questionnaire while qualitative data was collected through nonparticipant observation, document analysis and interviews. The major finding of the study indicates that there is some level of quality in the services provided by the RMU at the MLHA but a lot can still be done for the services to be of high quality level. The study recommends that the RMU of MLHA formulates a well-defined customer care programme supported by service standards, customer charter and professionally trained officers in order to enhance quality customer service.

Keywords: Customer Care, Records Management Units, Records Management, Botswana