A service delivery improvement strategy for a records management programme

Abstract

Good records management boosts efficient and effective public service delivery in that it minimizes litigation risks, promotes accountability and transparency, ensures compliance with regulatory requirements and supports informed decision-making. The current study sought to find out what initiatives have been implemented by land boards in Botswana, as a way of improving their records management programmes to enhance effective service delivery. An interpretive paradigm was adopted through a case study research design. This study adopted purposive sampling and collected data from 53 employees at the Tlokweng Land Board (TLB). Data were collected through interviews, observation, document review and an open-ended questionnaire. The study findings revealed that the TLB has implemented various initiatives as a way of improving the recordkeeping processes. As a result, the land board has improved its service delivery as there is adherence to policies, reduction of errors, online services, improved security of records and easy access to records. It is, therefore, recommended that organizations should move with time and continue to improve recordkeeping practices to remain relevant in the current environment.