ASSESSMENT OF RECORDS MANAGEMENT PRACTICES FOR EFFECTIVE
SERVICE DELIVERY IN MASENO UNIVERSITY REGISTRIES, KISUMU COUNTY,
KENYA
BUORO PHILEMONE OTIENO
REG: NO. E107/OL/KKA/32245/2016
0722345388
A RESEARCH PROPOSAL SUBMITTED IN PARTIAL FULFILLMENT OF THE
REQUIREMENT FOR THE AWARD OF DEGREE OF MASTERS IN RECORDS
MANAGEMENT AND ARCHIVES ADMINISTRATION, SCHOOL OF EDUCATION,
KENYATTA UNIVERSITY.
MARCH, 2021
DECLARATION
I confirm that this proposal is my original work and has not been submitted for certification to
any other university / institution. This research proposal has been complemented by referenced
sources duly acknowledged. Where text, data (including spoken words), graphics, pictures or
tables have been borrowed from other works, including the internet, these are specifically
accredited and references cited using current APA system and in accordance with anti-plagiarism
regulations.
Signature: ____________________________
Date: _________________
Buoro, Philemone Otieno
E107/OL/KKA/32245/2016
Supervisor’s Declaration
This proposal has been submitted for appraisal with my approval as University supervisor.
Signature…………………………………
Date…………………………………
Dr. Milkah Mathu,
Lecturer
Department of Library and Information Science
Kenyatta University
i
DEDICATION
I dedicate this work to Almighty God for being faithful to me in my academic journey, my
loving children (Wayne, Valerie and Ian), dear Parents, Mother Mary A. Buoro and the late Mr.
James Buoro Odipo who gave and sustained in me the strength of hard work and resilience so
vital in the accomplishment of this goal; and to my wife Perez A. Gumbe and friends for their
support.
ii
ACKNOWLEDGEMENTS
I express my sincere appreciation to Almighty God for His grace, blessings and granting me
good health during the development of this proposal. I give gratitude for invaluable assistance
offered by my supervisor, Dr. Milkah Mathu who has consistently given me guidance and advice
during the entire period of proposal development. I thank Maseno University for great
cooperation and the assistance they offered, enabling me to collect relevant data. I also
acknowledge my friends and colleagues who have motivated me to continue doing the work
despite the challenges encountered during the proposal development period. Lastly, I give thanks
to my family for enduring my long absence as I spend more time in the library developing this
proposal.
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TABLE OF CONTENTS.
DECLARATION ............................................................................................................................. i
DEDICATION ................................................................................................................................ ii
ACKNOWLEDGEMENTS ........................................................................................................... iii
ABSTRACT .................................................................................................................................... x
CHAPTER ONE ............................................................................................................................. 1
INTRODUCTION AND BACKGROUND TO THE STUDY ...................................................... 1
1.0 Introduction ............................................................................................................................... 1
1.1 Background to the Study........................................................................................................... 1
1.2 Statement of the Problem .......................................................................................................... 4
1.3 Purpose of the Study ................................................................................................................. 5
1.4 Objectives of the Study ............................................................................................................. 5
1.5 Research Questions ................................................................................................................... 6
1.6 Significance of the Study. ......................................................................................................... 6
1.7 Limitation and Delimitation of the Study ................................................................................. 7
1.7.1 Limitation of the Study .......................................................................................................... 7
1.7.2 Delimitations of the Study ..................................................................................................... 7
1.8 Assumptions of the Study ......................................................................................................... 7
1.9 Theoretical framework .............................................................................................................. 8
1.10 Conceptual Framework ........................................................................................................... 8
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1.11 Operational Definition of Terms ........................................................................................... 11
CHAPTER TWO .......................................................................................................................... 12
REVIEW OF THE RELATED LITERATURE ........................................................................... 12
2.1 Introduction ............................................................................................................................. 12
2.4.1 Records Creation .................................................................................................................. 18
2.4.4 Electronic Record Management System .............................................................................. 20
2.5.1 Staff Capacity Building........................................................................................................ 22
2.5.2 Funding ................................................................................................................................ 24
2.6 How Challenges in Record Management Practices hinder Effective Service Delivery ......... 27
2.7 Summary and Research Gaps ................................................................................................. 29
CHAPTER THREE ...................................................................................................................... 31
RESEARCH DESIGN AND METHODOLOGY ........................................................................ 31
3.1 Introduction ............................................................................................................................. 31
3.2 Research Design...................................................................................................................... 31
3.3 Location of the Study .............................................................................................................. 32
3.4 Target Population .................................................................................................................... 32
3.5 Sampling Techniques and Sample Size .................................................................................. 32
3.5.1 Sampling Techniques ........................................................................................................... 32
3.5.2 Sample Size.......................................................................................................................... 33
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3.5.3 Sampling Frame for registry supervisors and clerks…….………………………………...34
3.6 Research instruments .............................................................................................................. 35
3.6.1 Questionnaires...................................................................................................................... 34
3.6.2 Interview schedules for Registry Staff ................................................................................. 35
3.7 Piloting Study.......................................................................................................................... 35
3.7.1 Validity of Research Instruments......................................................................................... 35
3.7.2 Reliability of Research Instruments ..................................................................................... 36
3.8 Data Collection Procedure ...................................................................................................... 36
3.9 Data Analysis .......................................................................................................................... 36
3.10 Logistical and Ethical Considerations .................................................................................. 37
APPENDIX I: INTRODUCTION LETTER ................................................................................ 49
APPENDIX II: QUESTIONNAIRE FOR REGISTRY CLERKS ............................................... 48
APPENDIX III: INTERVIEW SCHEDULE FOR REGISTRY SUPEVISORS ......................... 54
WORK PLAN ............................................................................................................................. 568
APPENDIX V: BUDGET........................................................................................................... 579
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LISTS OF TABLES
Table 3.1: Target Population………………………………………………………………..33
Table: 3.2 Sampling Frame for registry suprvisors and clerks…………….. ………………34
vii
LIST OF FIGURES
Figure 1.1: Conceptual Framework…………………………………………………………….10
viii
ABBREVIATIONS AND ACRONYMS
APA :
American Psychological Association
DRM:
Digital Records Management
ERM:
Electronic Records Management
ICT:
Information and Communication Technology
IRMT:
International Records Management Trust
ISO:
International Standardisation Organisation
KNADS:
Kenya National Archives and Documentation Service
MMUST:
Masinde Muliro University of Science and Technology
NACOSTI:
National Commission for Science, Technology and Innovation
RIM:
Records and Information Management
RM:
Records Management
SPSS:
Statistical Package for Social Sciences
UNESCO:
United Nations, Scientific and Cultural Organization
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ABSTRACT
The study seeks to assess the extent to which records management practices will promote the
effectiveness and efficiency in service delivery in Maseno University. The high incidence of
poor service delivery in public institutions due to poor records management practices have
necessitated the need or thi study to improve recordkeeping processes and implementation of
various records management systems that will improve on service delivery. Data will be
collected from ….27 respondents who will comprise registry supervisors and clerks. Structured
questionnaires and interview schedule will be used to collect data. Qualitative technique will be
largely used to analyse the data. Quantitative technique will also be used to quantify the research
problem by generating numerical data that will be transformed into useable statistics. The
literature review upholds that an effective records management programme anchors on a written
records management policies, standards and procedures that include records creation, control of
records, records storage, records retention and disposition, management of records, and
managing their access. A records management policy would entail training of registry staff on
simple records management standards and procedures in order to improve on eficient access to
ensure the expected service delivery. The study will be guided by the following objectives; to
determine the effects of record management practices policy framework on service delivery in
Maseno University Registries; to establish the existing records management practices adopted
for effective service delivery in Maseno University Registries; to examine how the available
resources affect service delivery in Maseno University Registries; and to establish how the
challenges experienced in record management practices affect implementation of effective
service delivery in Maseno University Registries. A descriptive research design will be adopted
in the study. The target population for this study will be...staff members. A simple random
sampling technique will be used to select the study respondents who comprise the registry staff.
Questionnaires and interview schedules will be used as data collection instruments. Data will be
analyzed using descriptive statistics with the aid of relevant computer software such as Statistical
Package for Social Sciences (SPSS). The findings will be presented graphically as well as in
tabular form.
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CHAPTER ONE
INTRODUCTION AND BACKGROUND TO THE STUDY
1.1 Introduction
This chapter presents the background of the study, the statement of the problem, the purpose of
the study and the objectives of the study. The chapter also presents the research questions that
the study seeks to answer, the significance of the study, limitation and delimitation of the study
as well as the assumptions of the study. Lastly, the chapter presents the theoretical framework,
conceptual framework and operational definition of terms as will be used in the study.
1.2 Background to the Study
Maseno University is a public learning, teaching, research and community development
institution, that carry out activities such as producing records, which provide evidence of the
University’s statutory functions. According to Sherperd (2006) a record is a recorded evidence of
an activity that is of an action undertaken by an individual or a work group in the course of their
business which results in a definable outcome. Records management is concerned with the
generation, receipt,processing, storage, retrieval, distribution, usage, and retirement of records
(New South Whales 1998:1). It encompasses awide variety off activities and sub-disciplines ,
suach as the management of mail, correspondence, reports, copies, forms and directives. Records
management is an essential component of office administration. An effective records
management programme 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 challenges that may arise owing to poor
handling of office records (Robles & Langemo, 2016). 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 (Peters, 2011). Records management
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involves the incorporation of various practices aimed at proper information management. It also
entails the systematic control of all records an organization maintains during the course of their
life cycle for the attainment of operational business needs, fiscal and statutory requirements, as
well as, the expectation of stakeholders (The National Archives of Scotland, 2013). Records
management practices entails policies, procedures; best practise standards or benchmarks set to
ensure those in charge of records adhere to them. Hase and Galt (2011) highlights that good
records management practices are essential to organizational effectiveness; further adding the
subsequent factors that relate to organizational effectiveness as enhanced due to good records
management; risk reduction, loss of credibility that suffers when paper trails are not easily
accessible, continuity of organizational knowledge, improved customer services due to quick
access of information, reduction of costs associated with inefficiency and inconsistency for
example duplication, reduction of operating costs through determining who is the “owner” of
documentation, and thus enabling the destruction of duplicate files and working documents.
In Asian countries such as Malaysia within the 1990s, there was a desire to produce skilled
education for records managers to be well-prepared to steer and direct records management
services. Records management has been affected by various malpractices in many African
countries, (Khayundi, 2018; Ojedokun, 2018; Kanzi, 2016). Cases of missing files and
documents have been reported in public offices indicating poor management of records
(Khayundi, 2018). A study carried out by Mampe and Kalusopa (2012) established that records
management practices at the Ministry of Health in Botswana were not well entrenched and thus
undermined the best practices in service delivery. The study established absence of awareness
and existence of records management policy, lack of security and preservation measures and
rampant issues of missing files, folios, and torn folders as rampant malpractices. Mampe and
Kalusopa (2012) also observed that poor storage of health records affected the provision of
health services in Swaziland. Patients were entrusted to keep and safeguard their medical records
2
at home and carry them whenever they needed to seek medical attention from government
hospitals. The low levels of skills and training in records management grossly affected service
delivery. In the 1950s to 1960s, records management facilities began to emerge in Ghana. In
Namibia (Nengomasha, 2009), reported that almost all of the records keeping personnel in
Namibia’s public sector had no formal education in records management. In Tanzania the society
does not trust the government in offering them efficient services and it was very for difficult or
citizens to access information from public offices, Barata and Cain, (2015). The public service
in Tanzania maintains a culture of secrecy that denies citizens the right to access information. A
number of studies by Asogwa (2012), Ngulube and Tafor (2016) indicate that due to inadequate
records accommodation facilities, police officers in Uganda have resulted in keeping records in
sacks making retrieval very difficult. Such storage conditions are prerequisite to corruption
because where retrieval of records is impossible; the citizens get tempted to compromise the
officers in order to have their files produced.
In Kenya, apart from a few institutions that have functional records management programmes,
most organisations do not have a well established practice in records management. Professional
records management practice has been neglected for a long time. Studies so far conducted
reveals that poor records management practices have negatively affected service delivery within
the public sector (Kemoni & Ngulube 2008; Ndambuki 2015; Oyaro 2013 cited in East African
Journal volume 37, 2018). Muriu (2012) noted in his thesis that in Kenya, a key aspect of local
government reform started in the late 1990s with the concern to improve local service delivery
by, among other means, institutionalizing citizen’s voice in decision making. This came against a
background of poor performance in service delivery, huge debt burdens, and gross
mismanagement of resources in Local Authorities (LAs). The management of public records in
Kenya is administered by the general public Archives and Documentation Service Act, Cap 19,
1965 (Revised 2003) of the laws of Kenya. In August 2010, the Republic of Kenya enacted a
new constitution that led to establishment of Access to freedom of information Act of 2010
(Constitution of Kenya, 2010). In combination with this, many rules, regulations and circulars
are issued to handle effective management of records.
3
Maseno University practices hybrid systems wherever electronic and paper systems are
maintained. There is a definite treatment between paper-based and electronic records as the
paper-based records typically would be below the management of registry system or file units
whereas electronic records are unbroken either by non-public creator or the IT division. The
success of registry system is dependent upon an effective records management practices. It
follows then that the value of information and the power it has, may determine the manner in
which the business activities of Maseno University are conducted. Consequently, this study will
be to assess how records management practices policy framework impacts on service delivery,
examine the extent to which records management practices adopted influence service delivery,
how the available resources have an effect on service delivery and ascertain how the challenges
of records management practices affects service delivery at Maseno University, Kenya.
1.3 Statement of the Problem
The operation in a registry needs to flow in a systematic manner and to be accountable of any
record under its custody. Records are a vital asset in ensuring that an institution is run effectively
and efficiently, and are accountable to its staff and the community that they serve. An
organization with a solid foundation of proven successful records management practices will:
preserve the right information for the correct length of time, meet legal requirements faster and
more cost effectively, control and manage records management storage and destruction, archive
vital information for business continuity and disaster recovery, provide information in a timely
and efficient manner regardless of urgency of request, use technology to manage and improve
the records management programme, integrate policies and procedures throughout organization,
establish ownership and accountability of the records management program, and arrange for
continuous training. The level at which records are accumulating put a lot of strain on the records
management system, leading to poor records management practices which affect the provision of
quality services in a University. Maseno University, like other organisations generate records in
the course of their business activities and transactions. Coupled with the expansions of Maseno
University, in terms of units, departments and schools, it may have generated massive records. It
therefore calls for a lot of hard work and efforts to master this work as records helps in decision
making which are as well characterized by legal, financial and evidential value which must be
managed well by assuring that information retains its integrity.
4
The demand for appropriate, adequate and timely information for service delivery in
management decision may appear to be expanding at an unprecedented rate, and so, could be the
institution’s problems of designing, administration, organization, monitoring and control. Poor
management of records can lead to difficulties in retrieval of information, with volumes of
records clogging up office space. Such a situation may undermine the effectiveness,
accountability, and efficiency of the organization’s functions, leading to poor decision making,
corruption, fraud, and abuse of the rights of the citizen (Sichalwe, Ngulube & Stiwell, 2011).
Furthermore, Maseno University may have many instances whereby records maybe reported to
be misplaced or missing thus raising questions as to how records are managed, what system and
policies are used in terms of records management. Conseuently the University administrators
would find it difficult to retrieve the information they need to meet its mandate and monitor
quality policy statement, formulate, implement and to manage key personnel and financial
resources, thus negatively affecting the delivery of services to its stakeholders. It is against this
background that prompted the researcher to carry out an assessment of the records management
practices for the effective service delivery in Maseno university academic registries.
1.4 Purpose of the Study
The purpose of the study is to evaluate how records management practices impacts on effective
service delivery in Maseno University Registries.
1.5 Objectives of the Study
i.
To determine the effect of record management practices policy framework on service
delivery in Maseno University registries.
ii.
To establish the adopted records management practices for effective service delivery in
Maseno University registries.
iii.
To examine how the available resources in records management practices affect service
delivery in Maseno University registries.
iv.
To ascertain how the challenges in record management practices affects implementation
of effective service delivery in Maseno University registries.
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1.6 Research Questions
i.
What is the effect of record management practices policy framework on service delivery
in Maseno University registries?
ii.
What are the adopted records management practices for effective service delivery in
Maseno University registries?
iii.
How do the available resources for record management practices affect service delivery
in Maseno University registries?
iv.
How do the record management practices challenges affect service delivery in Maseno
University registries?
1.7 Significance of the Study.
It is hoped that the findings of this study will help in creating awareness of the necessity to
determine efficient records management practices which will support efficiency, equity,
accountability and cost effectiveness within the provision of improved services. The findings of
this study will facilitate the management on its endevours to sensitize the administrative staff on
the importance of effective records management practices within the university; it will be a sort
of additional guide to the University management to re-adjust in order to be stable in the
competitive market. This study will be of great importance to academicians, scholars and future
researchers who may be curious about related areas because it forms basis for more research. It
will act as a parameter and reference in their subsequent works. The research findings may be of
benefit to the policy makers within the public sector who are tasked with the formulation of
polices; providing insights into the contribution of records management on organizational
performance. Practically, the outcomes will inform various stakeholders such as the management
and staff working in the registry of the
management
practices
in
critical
institution concerning the essence of a records
organizational
operations,
including
management.
Theoretically, the study findings will augment the body of knowledge by contributing to the
literature on the significance of records management practices in organizational administration.
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1.8 Limitation and Delimitation of the Study
1.8.1 Limitation of the Study
The study is going to be restricted to records management practices within the registries of
administrative and registry staff of the University. Some respondents with specialty in ICT,
secretarial and business management and so on, may be limited in their understanding of the
concept of professional records management. Some respondents may be uncomfortable filling
questionnaires for the safety of their positions. The researcher could have difficulty in retrieval
of administered questionnaires and willingness of prospective respondents to answer
questionnaire. Some respondents may be absent or will not cooperate and therefore this may
negatively impact on the response rates provided hence unreliable data maybe collected.
1.8.2 Delimitations of the Study
The study will confine itself to the registries located in Maseno University about 25 Km from
Kisumu City at the main campus on Kisumu-Busia road, in Kisumu County, Kenya and will not
include other registries of other schools and campuses of Maseno University.
1.9 Assumptions of the Study
The study will be based on the assumptions that;
1. Records are the basis for accountability and effective services delivery in Maseno University
registries.
2. Maseno University has a well established records registries with functional policies on good
records management practices in place.
3. Records are effectively managed as a strategic resource and records management policies are
not adhered to.
4. Adequate resources are available for effective records management practices to enhance the
service delivery level within the records registries.
5. There will be cooperation from staff and management in responding to questions
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1.10 Theoretical framework
According to Ngulube (2003), most organizations fail to base their records management
practices on existing theories of records management. In the management of records, the
principles that guide investigation of researchers into issues, challenges or concepts are
determined by records management theories (Nengomasha, 2009). One scholar once observed
that the theory’s aim is to deliver a model with which to comprehend records and recordkeeping
processes, regardless of form and of situation, and from which practices for recordkeeping in
digital environments could also be developed. The study will be guided by… the National
Archives of Australia Records Management Model that is based on the Australian Standard AS
ISO 15489 2002. The State Records of South Australia (2001) notes that as ISO 15489 (2002)
provides guidance on managing records in both public and private organizations to ensure that an
organization’s systems create, capture and maintain records. The Standard applies to the
management of records in all formats or media, created or received in the conduct of an
organization’s activities, and provides instruction on the design and implementationof a record
system. Notable key elements are; record-creation to archives; planned management of official
records; designing and implementing a records system; recordkeeping metadata; creating,
capturing, classifying, storing, finding and managing access to official records; appraisal, and
disposal of records; records management policies, procedures and practices; records management
training; and disaster management. The study will borrow this model as its suitable and
investigates how records are managed in their active life. This Model considers the use,
management and contribution of sound records management in supporting the administration of
justice. Thus, the theoretical base of the model is the records life-cycle and records continuum
approaches.
1.11 Conceptual Framework
Smyth (2004) defines conceptual framework as a group of broad ideas taken from relevant fields
of enquiry, intended to help a researcher to develop awareness and understanding of the
circumstances under scrutiny and to converse. It also aims at helping organise the researcher,s
thoughts and explains the relationship among interlinked ideas. Records management is an
important factor in an organization especially regarding organizational administration. It is
through an institution’s records that its management can have a track of the organization’s
activities and future plans. Records Management practices are systems that ought to be there to
support the effective services delivery. The quality of the institution’s records management
programme should determine an effective service delivery.
According to this study the
Independent variables comprise records management practices, policy and legal framework and
available resources. An independent variable is the element that is manipulated to observe its
8
effect on the dependent variable. For instance, creation of policies and procedures to guide
records management processes that can be applied uniformly and consistently across the
institution. The policies should as well address both electronic and physical records.
Policy and legal framework is crucial as it help in determining who needs to access what and the
rights and privileges on delivery of effective services. It’s also significant in ensuring that legal
issues are adhered to for instance when developing records retention and disposition schedules.
Available resources is another important aspect in enhancing the implementation of effective
services. Available resources analysis has to be undertaken in order to establish the adequacy of
the resources towards available capacity in the institution records management system. If
available resources analysis is not done appropriately, then the failure of implementing an
effective records management system is likely to increase in an institution. For instance, the
necessary equipment or facility for supporting records management practices, record
management professionals among others.
Intervening variable are those measures which are likely to affect the implementation of records
management practices in Maseno Universit such as; ICT infrastructures, available resources,
government legal requirements, management support, records management procedures and
Trained personnel. Appropriate training of personnel has to be undertaking before
implementation an effective records management system. This is critical as it prepares the
implementors psychologically consequently initiating acceptance and limiting resistance to
change among them. The consequence of implemention of records management practices to
registry users would basically to enhance efficiency and effectiveness in delivery of services.
This will include, effective service delivery, for instance in accountability, auditing processes,
effective management, easy retrieval, fast accessibility of records, easy tracking and
administration procedures.
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Independent variables
Dependent variables
Records Management
Practices
Policy & legal
Framework
Available Resources
Government legal requirements
Records management procedures/
Management support
Trained
personnelVariable
Intervening
Implementation of
Effective Service
Delivery;
 Accountability
 Auditing
processes
 Effective
Management
 Easy retrieval
 Fast accessibility
 Easy tracking &
Administration
procedures
Available resources
ICT services
Figure 1.1: Conceptual Framework Model of Records Management Practices
Source: Researcher (2021)
However, there are other intervening variables; thus review both independent and dependent
variables that can affect the relationship between records management on policy and legal
framework including; the availability of resources, availability of ICT infrastrutre, management
support, and employee engagement.
10
1.12 Operational Definition of Terms
This section defines key terms utilized in the research that are not utilized in conventional
manner.
Electronic Record: Any combination of text, graphics, data, audio, pictorial or other
information representation in digital form that is created, modified, maintained, archived,
retrieved, or distributed by a computer system in Maseno University.
Information System: computer systems used for the management of electronic and nonelectronic records contained in an information technology using computer hardware and software
Records: Recorded information kept, in any form, created or received and maintained by
Maseno University in pursuance of legal obligations or in the transaction of business and kept as
evidence of such activity.
Recordkeeping: Making and maintaining complete, accurate and reliable evidence of official
business in the form of recorded information.
Recordkeeping System: ISO 15489, defines it as “an information system, which captures,
manages, and provides access to records through time.”
Records Management: Field of management responsible for the efficient and systematic control
of the creation, receipt, maintenance, use and disposition of records, including processes for
capturing and maintaining evidence of and information about business activities and transactions
in the form of records. (ISO15489)
Records Management Practices: Practcies that ensures proper records creation, control of
records, records storage, records retention and disposition, management of electronic records,
and managing their access
Service Delivery: is the designing and provision of records management services to the
members of the university / public
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CHAPTER TWO
REVIEW OF THE RELATED LITERATURE
2.1 Introduction
This chapter will present a review of related contribution of other scholars who have researched
and published on research topic in Kenya and the world about assessment of records
management practices for effective service delivery. The literature review is organized based on
the objectives of the study that covers; effects of record management practices policy framework
on service delivery in Maseno University registries, existing records management practices
adopted for effective service delivery in Maseno University registries, the available resources in
the registries and how they affect service delivery in Maseno University registries, the challenges
in record management practices and how they affect implementation of effective service delivery
in Maseno University.
2.2 Overview of Records Management Practices in Organizations
Records management refers to the whole range of activities which an organization should
perform to properly manage its records. The key activities include setting records management
policy, assigning responsibilities, establishing and promulgating procedures and guidelines, as
well as designing, implementing and administering recordkeeping systems. Records management
practices include the processes of records creation, control of records, records storage, records
retention and disposition, management of electronic records, and managing their access ans use.
Records management practices are vital to every organization, aiding in the achievement of
certain goals set by the founders of that organization from the conceptualization of that business.
Records management occupies a strategic position in the efficient and effective management of
public institutions. All types of organizations create records in their daily activities. Government
institutions in the course of doing business also create a variety of records. Within an
organization records are either created internally or externally. Good records management (RM)
not only helps protect records but also enhances an organisation’s operational efficiency while
minimising costs.
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The contemporary changes in management of records have not changed the purpose of records in
institutions even under an ICT environment. Organizations still creates records to support daily
activities and for future references. Since the development in writing, individuals have been
keeping records in different forms. Inventions since the ancient man to date have changed the
way in which individuals and organizations manage records hence bringing an impact in records
management. The organization of records has progressed from the paperbased records to
electronic records in different media. According to Kemoni & Wamukoya (2000), the use of
computer based system for the management of records developed globally in 1950s, thus leading
to increased speed in retrieval, diversity and flexibility in information management. Today
volumes of records are created in electronic or converted to electronic format than ever before.
Regardless of their formats, they still need to be properly managed by their organizations due to
their value. Therefore, proper records management practices right from creation maintenance and
ultimate disposal makes records a vital asset. However, poor records management practices
reduce efficiency, effectiveness and increase costs in organizations.
2.3 Effect of record management practices policy framework on service delivery
Over the years, records management practices have proven effective in most situations (Duffy
2000). An effective records management programme allows the organization to render better
customer service, provides legal defensibility and leads to improved profitability. Given that an
institution’s records are unique to it, they need to be managed explicitly, just as the organization
would manage its other resources (people, money and estate). Adherence to these should be
continuously monitored and be reviewed on an annual basis. Duffy (2000) further states that
there should be records management procedures to serve as a guide to employees. He also adds
that there is need for records classification system to facilitate efficient retrieval and disposal of
records, as well as training of records managers and records office staff to equip them with the
necessary skills to carry out their functions properly. The timely and accurate retrieval of records
depends largely on how well organized and classified the records are. As a result, records
classification systems should reflect the business activities of the organizations.
13
Records management policies provide guidelines on the importance of proper records
management in meeting the objectives on an organization (IRMT, 2009). IRMT (2009), further
argues that policies are only relevant while used. Organization should not only develop records
management policies but should also provide mechanisms to ensure that the policies are
implemented. In addition, the policy requires being flexible so that it is amendable to
accommodate the legal obligations culture and functions of an organization. According to
Ngoepe and Ngulube (2014), policies should be reviewed regularly to ensure relevance to the
organization. Management of records irrespective of its format is vital to organizations than ever
before.
According to Healy (2001), the objective of the records management policies is to facilitate
creation, maintenance and use of records for as long they are needed. The absence of a records
management policy would lead to unaccountability in the public sector, since it would be too
difficult to track an organization’s activities and functions. The main purpose of having record
management policy is to ensure that government agencies capture, maintain and protect a
corporate memory of its actions and be accountable to its citizens or to those it serves (Kanzi,
2010). The study further states that record management officers must ensure that the record
management policy is implemented in such a manner that all members in an organization are
familiar with them. The policies should also be reviewed regularly to suit the emerging record
trends in organizations.
According to IRMT (2000) the records management policies should provide protection to
records and enhance access to the holding of the archival institutions. Records management
policies are guides for effective and efficient records management practices in an organization. A
records management policy demonstrate the importance of managing records to employees and
stakeholders; outlines activities of record managers, provides guidelines for management of
records and communicates the intentions of the records management programme.
Utulu (2001) also observed that if any information was to be lost or misplaced, it could cause a
range of problems some of which might affect the future of students needing essential
information from their records. According to Afolabi (2004), Records Management and Archives
14
staff should be responsible for providing an appropriate record management training programme
to the University staff; adding that records should not be taken from the University without the
permission of the Records Manager/Archivist or an appropriate Office Manager. Records must
be authentic, complete and usable. For example, even Information Communication Technology
(ICT) systems must be able to generate or capture the ‘metadata’ that record the contents,
contexts and structures of records within the business processes that produce them International
Records Management Trust (IRMT, 2008). Furthermore, Shepherd and Yeo (2003), when
assessing the need to create and capture records, suggested that it is essential to consider the
requirements of the organizations or particular business units that need records to provide
evidence and information for operational use, the requirements of the organizations, particular
business units or external stakeholders that need evidence to ensure accountability, the cost of
creating, capturing and maintaining the records that organizations require and the risk to them if
they do not have these records.
Correspondingly, heads of institutions, schools, departments, other units and business functions
within Maseno University have overall responsibility for the management of records generated
through their activities. This ensures that records controlled within their units are managed in a
way which meet aims of the University’s Records Management policies. The Registrar has a
particular responsibility in ensuring that the University corporately meets its legal
responsibilities, and internal and external governance and accountability requirement. Day-today responsibility will be delegated to a Records Manager, who will report to the Registrar. The
Records Manager will have a coordinating and enabling role and will advise on policy and best
practice. Kanzi (2010) pointed out that for a sound records management practices to take place,
heads of institutions should designate or appoint a staff member at senior management level to
whom they can delegate the responsibility of ensuring that sound records management practices
are implemented and maintained. Kanzi added that records managers should develop and
implement records management policies, which are endorsed by the heads of the institutions and
their top management teams. The key records management practices in the University records
management policy framework are records creation and capture, records survey/audit, records
analysis/retention schedule, disposal of records, records protection and security and provision of
appropriate training for relevant staff. Institutions should establish ongoing programmes for
15
training in managing records. Institutions can design or set up this training together with external
bodies.
Fitsimmons (2011), asserts that a records management policy helps individuals in making
informed decisions and in accessing documents. The policy serves both paper-based records and
electronic records. The study further indicates that: records are well secured; properly stored and
accessible; retention and disposal schedules followers and training of staff on proper
management of records. Proper records management includes laws regulating information,
policies and regulations, adequate and qualified human resources to manage the records
management systems. In most developing countries the laws governing records management are
weak (Chebani, 2005).
According to Gwinnett (2002), record management policies are important for any institution to
identify record retention and disposal periods. Proper records management programs require
policies that control the management of records in organizations. The policies should be well
documented according to the state laws of institutions concerned. The record policies in place
should monitor records right from creation of ultimate disposal (Macleod, Hare and Johare
2004). Records management practitioners should be trained on documented policies. It should
also be ensured that staff members implement the policies on their daily activities.
Organizations without record management policies would have difficulties in deciding as to what
documents should be kept and which ones should be discarded. Keeping records which are
valueless only serves to waste space time and resources. Records management policies hence
help clear the clutter and boost efficiency in organizations. Employees require guidelines to
manage records and information in their computers and in their files. Policies enhance efficiency
in organizations by giving clear guidelines on the management of records at their different
phases.
According to Smith (2008), many organizations operate with informal records management
policies and in most cases are not written down. Written policies are advantageous to
16
organizations since they enable all employees to familiarize with the policies and thus
eliminating uncertainty. The study further notes that written policies provide authoritativeness in
the management of records and ensures effectiveness in business operations.
According to Mampe and Kalusopa (2012), for a records management program to be successful,
there should be procedures, policies, and standards in place to govern management of records.
The policies and procedures serve as guidelines for the management of records in organizations.
Record management policies should serve all records in organizations, regardless of their
formats. The record management guidelines must be consistent to both electronic and paper
based records.
According to Fitsimmons (2011), good policies ensure that values held within an organization
are considered in all decisions made. Records management policies are guidelines to their
respective organizations which allow them operate various operations such as retention and
disposal of records. Policies should govern records right from creation to disposal stage. Records
management policies provide a conducive environment for proper management of records. They
enable organizations to allocate resources as outlined in the policies, putting control over
coordination, sharing of records, creation of organizational records and their maintenance at all
levels. However, Ngulube (2002) notes that most governments have not taken policy formulation
seriously in relation to records.
2.4 Existing Records Management Practices Adopted for Effective Service Delivery
Records, which play a critical role in institutions, should be managed properly. Efficient systems
and procedures for the creation, organization and disposition of records have to be created.
Storage and management of large volumes of records can be expensive particularly in the public
sector. In a paper based environment, volumes of information keep accumulating in offices
hence causing challenges, in terms of storage space and retrieval. Both manual and automated
records management systems are used to support record management processes right from
creation to disposal. The systems establish storage locations and the creation of records in
17
Organizations. Records management systems are established by organizations to guide in the
creation and capture, maintenance and storage of records.
2.4.1 Records Creation
The prime objective of records creation is to ensure that only records needed by the system are
created and entered in the system (Penn et al. 1994; Shepherd and Yeo 2003). According to
Yusof and Chell (2000), records creation and capturing involves developing consistent rules to
ensure integrity and accessibility, deciding on systems to log and track records, and procedures
for registering, classifying and indexing. Records are created in different formats and may
include; paper, digital and electronic and transferred through various mediums such as
workflows, email, or postal mail. The creation of records must also be properly captured on an
appropriate medium after creation so that they are readily available for institutional support, that
ensures that all records created are the ones needed and records not essential are not captured. As
stated by Robeck, Brown, and Stephens (2002) , the reasons why organizations practice records
management are to control the creation and growth of records, reduce operating costs, improve
efficiency and productivity, assimilate new records management technologies, ensure regulatory
compliance, minimize litigation risk, safeguard vital information, support better management
decision making, preserve the corporate memory, and foster professionalism in running the
business.
2.4.2 Control of Records
Abuki (2014) pointed out that records are kept so that they can be made available to authorized
users when required. Before a registry staff or records manager issues files or records he or she
ought to ensure there is a system in place to ensure movement of those records and that they can
be tracked from the point they leave the registry to the time they are returned and shelved or kept
in their right place. Registry staff would be expected to register each record as it enters the
system, locating it where it can be found easily by means of classification schemes, placing it
into files that are properly titled and indexing the information in the records. Should the records
be used by several people, then records would be taken out of the office for use elsewhere, it
would be easier to keep track of where the record is and for how long, if the record is not to be
lost. Ngoepe M. (2008) asserts that the purpose of tracking records is to document their
18
movements so that the organisation knows where its records are at any time. Tracking may also
be used to monitor the use of records and to maintain an auditable trail of record-keeping
processes, such as access by users. In addition, tracking may be used to ensure that a particular
record is dealt with by the person to whom it has been assigned, and that action is taken by a
predetermined date.
2.4.3 Records Storage
Kemoni (2007) pointed out that inadequate storage of current and semi-current can delay speed
in decision making as records retrieval would take long. He further posits that inadequate records
storage equipment could increase the deterioration of records and thus affect their access and use
for service delivery. Record storage is a major concern for storage of records that are no longer
regularly referenced but required from time to time in business. These records are inactive and
inactive. The institution must set guidelines at the end of records including sensitive or
fragmented records. Cost-effective, secure systems that provide quick and prompt retrieval will
help to ensure accurate access to records in cases of litigation and auditing, as well as future use
of indicators especially when providing services to users. Records that are kept and maintained
under reasonable circumstances facilitate their reliability, authenticity and use as long as they are
required, and ensure that they are protected from unauthorized access, use, disclosure, removal,
deterioration, loss or destruction, theft and disaster. The storage equipment used in registers
should provide adequate protection of records according to the format and volume of records,
how often they are used, and how quickly they need to be accessed. In paper records, institutions
should note that paper deteriorates rapidly in areas with high temperatures and humidity.
Complimentarily, a record inventory is important to ensure that an institution understands the
types of records they have, the format they are in and their storage locations. Record inventories
are prepared to facilitate the evaluation, appraisal and organization of records. The importance of
a records inventory is to give information for evaluation of current and past record keeping
practices, hence guides institution in preparation of records retention and disposal schedules.
Record retention policies provide organizations with guidelines for the care of records, how long
to retain them, their maintenance and procedures for disposing the records. Retention policies
19
reflect the length of time that records have operational, cultural, legal, historical, research or
historical value.
2.4.4 Electronic Record Management System
Although paper records remain predominant in institutions, there is no doubt that record keeping
is increasingly becoming digital. In many public institutions it would be common to experience
the use of personal computers in almost every office and local area network thus depicts that the
they are increasingly making use of digital records; that are continually being generated in
electronic format and may exist only in that format. Electronic record management systems are
used for managing electronic records. Organizations use electronic record management systems
to manage the creation, use, maintenance and disposal of records created electronically for the
purpose of providing evidence of organizational activities (Mcleod, (2005). Generally, the
electronic records generated by the departments are not regarded as records or evidence of
transactions but merely as data and information to facilitate the organizational information needs
and decision-making. The records created are managed and maintained as part of the information
management system of the organizations. A systematic and effective records management
system will enable information to be handled, stored and retrieved quickly. Records management
practitioners view record keeping systems broadly not only as records alone but also the creators
of records, records management policies, storage of records, technologies in management of
records and procedures enhancing access and use of records. Electronic document management
systems are programmes used by an organization to manage records electronically from creation
to disposal. The systems provide security, enhance access and execute disposition of records in
an organization. According to Franks (2013), electronic records management systems consist of
software, hardware, policies and processes that automate the organization, regulate the use,
maintenance and dissemination of records regardless of media. Electronic records management
systems include retention scheduling and disposition programmes for records.
2.4.5 Records Retention and Disposition
A records retention and disposition schedule is a legal authority that outlines the records under
an institution, stipulating how long and where they should be kept as they go through the stages
of their life cycle, how records should be kept and what their final status will be (destruction or
20
preservation) at the end of their life cycle. A series of records (also called an item in a schedule)
is a group or unit of similar or related records that are commonly used and filed as a unit and can
be evaluated as a unit for scheduling purposes. Proper records retention and disposition is the key
to an effective records management program. It ensures that records are present when needed for
litigation, audits, day-to-day business purposes, or historical research, but that unneeded records
do not take up costly storage space (Bowen 2006). Records disposition refer to the actions that
are associated with implementing decisions about the retention or destruction of records.
2.4.6 Managing Records Access
Institutional records can only be useful to the institution if they are accessible to members of the
institution who need to use them to their work. This means making sure that they are easily
accessible if needed. Access is associated with controlling the distribution or circulation of
physical records within an institution.In addition the institution should maintain its records in a
usable format and keep up-to-date materials needed to access them, including indexes and other
documentation, until they are scheduled for disposal. In instances where it maintains nonconfidential public records permanently in the institution, it would be necessary to create a plan
that provides easy access to those records upon request.
It is also necessary to ensure that rights of access to such records are granted to authorised
individuals and groups, and withheld from unauthorised individuals and groups. Access
management aims to strengthen privacy and security while facilitating information sharing.
Access to records can, however, be differentiated in a number of ways. For example, there are
different issues and procedures related to access to physical records, as opposed to digital or
electronic records; access to active, semi-active or inactive records; the ease with which an
individual can understand the descriptions of records, and how they have been arranged, so that
the correct record can be identified and located. In addition, there is the issuepect of controlling
access, so that records remain uncorrupted by unauthorised amendments or deletions.
21
2.5 How the available resources in records management practices affects service delivery
All kinds of institutions create a variety of records in the course of doing their daily business.
The records are vital in meeting administrative needs as well as supporting decision-making
processes of individuals, institutions, organisations and governments. Effective administration of
a records management programme depends upon the joint effort of registry / staff and
administrative staff. Registry supevisors and records management personnel as the technicians
and departmental managers as administrators who implement policies that will help in activities
that concern the management of records resulting in the facilitation of effective service delivery.
To achieve records management practices, there is a need to build adequate staff capacity.
2.5.1 Staff Capacity Building
Records management has been described as a profession that is a skill-required work that is
emerging and constantly evolving. This has implications on the skills and competencies needed
to manage records. Capacity building and in particular staffing levels in records management
have been a major setback in most public institutions. Noe (1999) asserts that “to achieve
successful staffing functions, it becomes essential to have an adequate staffing programme,
further adding that it should lay down a defined personnel policy at providing adequate service
for present and future”. The institution should establish an ongoing training programme for its
staff to provide them with adequate knowledge and skills on records management requirements
and practices. The programme should be particular on how to creat records during their work,
capturing those records into and managing them in designated recordkeeping systems. For
records management staff, including records managers, and registry staff, specific records
management training should be provided to them on records management concepts, principles
and practices, covering such topics as records classification, records scheduling and disposal, and
records capturing.
Once records management policies and procedures are created and adopted, it is important to
train all staff in their implementation and to ensure that institution staff follow the policies and
procedures. Moreover, records managers must have a dynamic influence, for the duration of the
life of a record. While it is a requirement of records management that designers and creators of
records obtain a certain level of knowledge in records management, the records management
22
professionals have to possess an upgrade of their skills that they apply in the course of their
work. Trained and skilled staff is important in managing records such as integrity, protection,
availability, compliance, disposition, transparency, retention of the records and information in
principles of records and information management (RIM). Different factors have triggered these
changes in the management of documents in institutions that calls for trained personnel to
handle.
The changes in management of records have not changed the importance of records management
either, since organizations still create records to support daily activities and for future references.
According to Kemoni & Wamukoya (2000), the use of a computer-based system for the
management of records developed globally in the 1950s. Today large amounts and greater
volumes of information are created in electronic paper forms. Whenever records are created
regardless of their format applied, it is important that these institutions capture, manage, and
preserve the information in an organized system that maintains its authenticity and integrity
(Danso 2015). All these processes require to be performed by adequately trained, skilled and
knowledged workforce.
For paper records, since registry systems may be the center of recordkeeping activities in most
institutions in Kenya, and may still be largely operated manually. In such instances, the units
may typically comprise several junior level clerical staff performing a range of routine
processing and recording activities on documents received and created by the institutions.
Frequently, it would be the responsibility of the central registry staff to handle mails,
correspondence registration, file creation and tracking, indexing and classifications, file
maintenance and retrieval. Contemporarily in many registry departments, hybrid systems are
practiced where electronic and paper systems are maintained. There is a distinct treatment
between paper-based and electronic records as the paper-based records usually are under the
control of a registry or file unit while electronic records are kept either by the personal creator or
the IT division. In other words, electronic records usually reside on individual computers that
support their key tasks. Records that are significant to the official transactions, paper copies
would be generated and forwarded to the registry to be handled in the standard management of
paper records. A systematic and effective records management system will enable information to
23
be handled, stored and retrieved quickly. The registry staff entrusted to deal with the various
records media at any given circumstance require adequate training or experience to be effective
in recordkeeping work. Significantly, electronic records are needed not only to increase
productivity but also for management accountability, operational continuity, legal evidence,
disaster recovery and corporate memory.
2.5.2 Funding
Money plays a crucial role in the administration and development of registries. The development
and maintenance of record management systems require a financial investment. Lately, there is a
greater emphasis on accountability, transparency, audit and redress. At the same time, budgets
are tighter and resources fewer; senior managers are constantly looking for value for money in
any expenditure they undertake in institutions. The extent of progress of the registry service will
depend largely on finance available since it will determine the provision of building staffing
capacity and proper records maintenance.” Similarly, all administrative processes for effective
management of financial resources is heavily dependent upon good record-keeping practices.
Kumar (2012) further defines budget as an estimate after itemized at expected income and
expense or results for a given period in future”. The budget in a systematic manner should be a
factor to be put into consideration in institution registries. Financial investment in registries is
necessary to facilitate capital expenditure, such as buildings, equipment, facilities, salaries,
services, security arrangements, supplies, running/overheads costs, that is, stationery,
management, clerical, cleaners’ and caretaker’s wages/rent and property taxes; telephone and
fax; travelling costs; motor expenses; insurance and banking charges; depreciation, security,
accountancy, audit and legal fees.
The responsibility of funding records management practices in institutions should also be in the
legal documents as well as the provision of facilities and equipment (Adelaide 2004). These
authors‘ views are supported by Sanya (2015) who insinuated that though the records
management division may not be that financially intensive as other departments in an
organization or government, it does not mean that they can do with any amount of money.
Registries too, like other University departments, requires adequate funding to enable it to
24
efficiently carry out its operations and purchase equipment, chemicals and so on inorder to
achieve an effective service delivery.
2.5.3 Information Communications Technologies (ICTs) applications in Records
Management
ICTs present opportunities for efficient recordkeeping since records are created or generated in
electronic systems, for instance, in a computer terminal. Therefore the application of the
appropriate ICT services and facilities in offering the services in the registries would help in
enhancing effective service delivery at the University. Usually, when properly implemented, an
ICT system that has integrated records management functionalities would permit the capture,
organisation, use, retention, and disposition of records (International Records Management Trust,
2009).The justification that spurs the use of ICTs for record management in registries is due to
the ever-changing nature of operations that require capturing, processing, storing, and
dissemination
of
records
and
other
evolving
phenomenon
from
traditional
to
virtual/technological platform. The students and the staff alike would appreciate the use of
proficient technologies in retrieving files, and the management of all other services including
tracking of files, documents and accounting for files and all other services such as in;
a)
Administration - ICTs would facilitate a fast and quick access to information/records for
decision makers as they collect, manage, ensure better records tracking and distribution as well
as report performance to help run institutions smoothly. The facilities are used in recording all
documents about personnel records with leave schedules, duty register and inventory of all the
physical resources records like furniture stored in the various offices, classrooms laboratories
and workshops. The integration of ICT in a registry should therefore include the laws, policies,
governance, strategies and evaluation mechanisms that should be put in place to provide a
compliance framework to ensure records management requirements are included in ICT systems.
b)
Management - ICTs used for a wide range of records management functions. Potential
records management functions to which ICTs are applied include the following: administrative
tasks such as correspondence, personnel management, statistics and accounting, or reporting;
classification and listing of current records; printing file labels; scheduling of current records;
location and tracking of current and semi-current records and boxes; information about
25
authorized users of current and semi-current records; identification of records for disposal;
management of physical space and storage for current records; production of management
information about the records Popper, M. & Millar, L. (1999).
c)
Accessibility - Records management practices are influenced by the development and
applications of ICT. The use of ICTs may affect the procedures for creating, preserving and
disposing of documents, affect the accessibility of electronic information and may result in new
ways in which organizations communicate and execute business processes. In most organizations
records management has not been adjusted yet to these technical and organizational changes
(Netherlands Court of Audit, 1998). According to (IRMT, 2009) and Kalusopa (2011) e-records
permit for information to be accessed and used by a number of people at the same time, even if
they are in different places. In instances where resources are scarce or distances are greater, the
ability to provide access to information without the boundaries of time or space can significantly
improve service, increase information sharing and enhance public operations. Thus it can be said
without hesitation that ICTs enable a government to deliver its programmes and public services
more effectively and efficiently in what has come to be termed egovernment (Wamukoya &
Mutula, 2005). This can only be achieved if the records are produced in a carefully managed
electronic facility with programmes that provide consistent intellectual and physical control. The
aim should be to preserve the combination of content, context, and structure that gives an
electronic meaning over time, to protect fragile media from degradation, and to ensure effective
access and in doing so, a room to create public accountability is provided.
d)
Storage Space Facilities - According to IRMT (1999), Database management applications
are used to store and manipulate many different kinds of information that can be used to classify
and catalogue records, track files, register users, schedule records amongst other uses. Setting up
a database to allow records office staff to search for files more quickly impacts a great deal on
how the office operates. The institution should have adequate storage space for both its active
and inactive paper records that must be retained to meet legal and fiscal recordkeeping
requirements, and business needs. Records will be stored in such a manner so as to facilitate user
access and ensure that they are protected from unauthorized access, use, disclosure, removal,
deterioration, loss or destruction. An organization should lay down guidelines on the storage of
26
records including sensitive or classified records. The institution may have significant records
storage needs that include
adequate facilities, and provide standards and guidelines. The
standards and guidelines will assist in determining the feasibility of using an existing building for
records storage; or considerations in building a new facility. The storage space may include a
Data Center and storage area for computer storage media. Some of the storage equipment that
may be in use in registries and any other file rooms may not match operational needs and will
likely be a burden to staff attempting to organize and retrieve paper records. The institution may
note that records in paper form often deteriorate rapidly in an environment of high temperature
and humidity. Furthermore, mould growth on paper will be a health hazard to staff.
e)
Communication - The internet, intranet, and local area networks in conjunction with
communications software are used to allow the records staff to communicate from their
computers through emails and faxes. Integrated records management software packages are used
to track files and box locations, check materials in and out, generate lists of records to be
considered for destruction based on retention schedules, and create managerial reports.
f)
Retrieval - Institutions may spend tremendous amount of time and money creating,
updating and managing vital files and records hence delaying service delivery. The main reason
for applying ICTs in the management of records is to provide readily up-to-date information and
are integrated into one database to facilitate speedy retrieval of records. In this age of ‘instant’
information, there is an increasing demand for speedy access to records and the information
contained in them. Computers thus permit the collection and aggregation of statistical
information which would be very time consuming, if not impossible, to assemble from manual
systems. Institutions must ensure that equipment or technology dependent on records should
remain accessible for as long as they are required such as audiovisual material and magnetic
tapes. This may involve the conversion or migration of some records formats during the time in
storage (Latham, 2005).
2.6 How Challenges in Record Management Practices hinder Effective Service Delivery
Abuki (2014) identifies some factors that contribute to the poor implementation of effective
records management practices in government institutions in Kenya. For instance, some of the
identified factors in ministries include the neglect of registries, lack of support of the
27
organization’s senior officers, lack of management committees, technophobia due to inadequate
skills in information technology, and limited training opportunities for the records management
personnel. Abuki (2014) further noted that registry departments are regarded as dumping
sections for the undisciplined and unproductive organizational officers. Additional factors
include difficulty in records retrieval and lack of appreciation by management and staff of the
need for well-controlled records, lack of adequate storage space, as well as, failure to consider
the health and safety conditions of the registry employees. According to IRMT (1999), Eastern
and Southern African countries had several challenges concerning the capturing, preservation
and management of records. Other challenges may include the recruitment and retention of
professionals to increase staffing levels. It is therefore important for institutions that are keen to
develop and implement records management practices to recognize that human resource capacity
is a catalyst for successful service delivery. This is in recognition of the fact that records
management is labour intensive and as such requires not just adequate staffing but also the welltrained staff to deliver the services. Shepherd, Stevenson and Flinn (2011) have rightly observed
that records management needs dedicated staff.
Brendan (2012) opines that the growing use of information technologies in record management
creates a lot of problems in the management of records in both public and private organisations.
He adds that in Africa, and many developing countries governments are looking forward to
computerising their core functions and compel most African countries to use ICTs in their public
services by adopting e-government. Unfortunately, these projects fail to succeed because
governments neither assess the available information framework suitable for electronic records
management, nor consult the records managers to determine how the process of automation will
affect the role of records managers in providing reliable and authentic evidence.
Another major challenge is inappropriate records storage facilities which can compromise both
the security and preservation of records in the long-term. A study by Shepherd, Stevenson and
Flinn (2011) on records management in the English Local Government found that safekeeping of
records is still an issue of concern. Generally, poor storage of records in most organizations
remains a concern. They added that in many countries of the world, public records are
28
unmanaged and government information is not easily accessible. Coetzer (2012) reiterates that
records management programmes in Africa are plagued with various challenges and problems,
due to the inability of registries and national archival institutions to perform their roles
effectively. Some of the common challenges include a lack of records management plan;
inadequate knowledge about the importance of records management for organisational
efficiency; no legislation, no policies and procedures, lack of central ability to manage records,
understaffing of records management units; poor records security and access control; no budget
for records management; no records retention and disposal policy and no records movement
control techniques (IRMT, 1999).
According to Marutha (2011) records management challenges can be addressed or prevented
through the establishment and implementation of an effective records management programme.
He added that the most serious administrative problems for records management such as
shortage of filing space; misfiling and missing files; damage to record; incompetent/unskilled
and shortage of staff; inadequate budget; lack of general staff awareness about the importance of
records; in the institutions could be resolved using, amongst others, proper retention and disposal
schedule and training. Bakare, Abioye and Issa (2016) recommended that organizations should
provide adequate funds for the records management programmes in government institutions.
They argue that adequate finances are significant in procuring adequate and modern storage
facilities and equipment, thus facilitates records security to mitigate challenges faced in records
management departments. Failure to address the above challenges could lead to ineffectiveness
in service delivery in public institutions such as universities.
2.7 Summary and Research Gaps
Studies have been conducted in records management, capturing almost all aspects of it. It is
apparent that records in their capture of institutional memory never translates to quick retrieval
for significant services delivery in institutions. A study by Duffy (2000) correlates with Kemoni
& Wamukoya (2000), and Healy (2001), on the records policies to facilitate creation,
maintenance, use and protection of records to enhance increased speed in retrieval. Efective
records management practices in registries is a significant matter that should be facilitated to
29
ensure records retrieval for effective services delivery to its customers. In particular, record
management practices policy framework, practices adopted, the available resources, and their
impacts on effective service delivery has been documented. In so far as records is a key
component in administration, no specific study has explored the record management practices
policy framework and its impact on service delivery in Maseno University. Moreover, literature
on this topic is very scanty, which makes the current study valuable in supplementing literature
on this area.
On the other hand many institutions have also considered registries as a human resource and
administration function. However, it should be clearly emphasized that records management
practices in an institution should be structured as an independent section that serves the entire
institution. This platform shaped this study so as to evaluate the records management practices
on service delivery in Maseno University registries which is relatively a new entity of
administration.
30
CHAPTER THREE
RESEARCH DESIGN AND METHODOLOGY
3.1 Introduction
This chapter explains the overall strategy and methodologies that will be used to address the
research questions. It presents the research design to be adopted, the study location, target
population and sampling techniques, sample size, research instruments, data collection
procedures, data analysis techniques, logistical and ethical considerations. The chapter also
presents the how validity and reliability of the instruments will be achieved
will be used in actualizing the study.
3.2 Research Design
Kothari (2004) pointed out that decisions regarding what, where, when, how much, by what
means, concerning an inquiry or a research study constitute a research design. The study will
adopt a descriptive research design to assess the opinions of records personnel in the university
registries. Descriptive survey is a research design which employs interviews or questionnaires to
a sample population. It can be employed in social science when the researcher want to collect
information about people’s opinions, habits, perceptions or any other social science issue
(Kombo, 2006). Descriptive survey is considered to be suitable for this research because it will
present the opportunity to combine both the qualitative and quantitative research deign.
Descriptive survey can be a case study, observation or survey. It can be used when collecting
information about people’s attitudes, opinions, habits or any of the variety of education or social
issues. The descriptive design will be used to describe events in relation to records management
practices in Maseno University Registries. A descriptive research design deals with conditions,
practices, structures or processes that evidently portray the trends that exist or opinions held
(Saunders, Lewis, & Thornhill, 2009). This design is suitable for this study as the research
instruments to be used will collect data that will be analyzed descriptively.
31
3.3 Location of the Study
The study will be conducted at Maseno University main campus records registries that is located
about 25 Km from Kisumu City on the Kisumu-Busia road, in Kisumu County, Kenya. The
choice of this university is based on the volume of records found in its registries.
3.4 Target Population
Target population represents overall context about which research findings can be generalized
Orodho and Kombo (2006). The target population will be the registry staff in the University
main campus because they work in the registry totaling to 20...staff. The specific focus on the
main campus is based on the fact that, it is the main hub of records management practices
including processing, analysis, dissemination and even storage. Any data at the satellite
campuses and branches of the registries are also available at the main campus at real-time.
The table 3.1 below shows the target population;
Table: 3.1 Target Population
Category
Target
Sample
% of sample
Population
size
size
Registry Supervisors
4
4
10
Registry Clerks
16
16
100
Total
10
(Source: Registry, 2020)
3.5 Sampling Techniques and Sample Size
3.5.1 Sampling Techniques
Sampling is the process of selecting a sample from target population such that the selected
sample is a representative of the entire population. Sampling techniques are the methods used to
select a sample. When dealing with people, sampling techniques indicates how the respondents
32
are to be selected (Kombo and Trump, 2006). The researcher will group the respondents into two
categories, using stratified random sampling technique. This will be done so as to overcome the
problem of skewed sampling where staff from some categories are not involved while some of
specific categories are over represented (Mugenda and Mugenda, 2003). The categories will
comprise of the Registry Supevisors, and the Registry Clerks. However, purposive sampling will
be specifically used for the registry supervisors that manages records for university since they
will be the key informants for the study to help answer research questions or achieve research
objectives. Consequently the researcher will employ a mix of the sampling designs to obtain the
entire sample.
Stratified and purposive sampling techniques will be chosen for this research. Through stratified sampling
the entire population will be divided into departments to ensure all registry departments at Maseno
University are represented in the research and proportionate number of respondents assigned to each
department. After which purposive sampling will be used in choosing respondents across all ages and
gender. Table 3.1 represents the entire population in their respective departments.
3.5.2 Sample Size
A sample size is the total units selected to participate in the research from the target population.
Mugenda and Mugenda (2003), notes that where resources and time are sufficient, a researcher
should select as big sample as technically possible. This study targets a sample size of 20
respondents that represents 10% of the target population, of which 4 will be the Registry
supervisors and 16 registry clerks. The researcher will use stratified random sampling technique
to achieve desired representation from various departments. This will enable the researcher to
capture data from different categories enabling him to get the views of the respondents on the
assessment of records management practice for effective service delivery in Maseno University
registries.
Table 3.2 shows the sample size.
33
3.5.3 Sampling Frame
The sampling frame depicts the rundown of all population units from which the example will be
chosen (Cooper and Schindler, 2003). The study will focus on a sample size of 20 respondents
that represents 10% objective population of 4 registry supervisors and 16 registry clerks which
represented 100% of the registry staff population. Mugenda and Mugenda (2003), says that, in
engaging descriptive studies, a sample of 10% of the population is recommended as a good
representation. Ogachi (2014) contended that the utilization of sensible sample is suitable in light
of the fact that it is speedy, reasonable, proficient and exact methods for evaluating data about
the population.
Table 3.2 Sampling Frame for Registry Supervisors and Clerks
Category
Taget Population
Sample size
% of sample size
Registry Clerks
16
16
100
Registry Supervisors
4
4
100
Total
20
20
100
(Source: Registry, 2020)
3.6 Research instruments
Self administered questionnaire and interview schedule will be used as the data collection
instruments. The study will prepare two sets of questionnaires for the two different sets of
respondents who include the Registry Clerks and the Registry Supervisors. An interview
schedule will be prepared for the registry clerks/supervisors.
a) Questionnaire for Registry Clerks
One questionnaire will be structured and designed based on the objectives of the study. The
questionnaire will provide flexibility by allowing the registry workers complete the questions in
their free time. It would also enable respondent to respond to questions freely and frankly hence
boosts the likelihood of getting accurate information. Furthermore, a questionnaire is effective
34
instrument for used in collecting data for measuring intentions, opinions, preferences, attitudes
and behaviour of relatively large numbers of subjects. This will also help to identify patterns and
trends that merit further exploration. The researcher will use open and close ended questionnaire
that will ensure the researcher collects both quantitative and qualitative data.
b) Interview schedules for Registry Supervisors
The interview schedule for the respondents will consist of both open-ended and closed-ended
questions. Interview method is very flexible and can be used to collect large amounts of
information. Therefore the interviewer can guide interviews, explore issues, and probe as the
situation requires.
3.7 Piloting Study
A pilot study will be conducted at Masinde Muliro University of Science and Technology
(MMUST) in Kakamega County. MMUST will be chosen because its population has similar
characteristics with the Maseno University as required for the piloting of research instruments,
(Mugenda Mugenda, 2003). Piloting will help the researcher identify flaws in the instruments, to
ensure reliability of the data collection instruments as well as noting questions that will be
considered ambiguous or vague. It will also help to test the validity of the instruments and
determine whether the responses fulfilled the objectives of the study. Basing on analysis of the
responses, the researcher will, if necessary, make adjustments to the instruments so as to ensure
that the respondents understand the questions as intended.
3.7.1 Validity of Research Instruments
The researcher will subject the instruments to review by the supervisor who is conversant in this
field of study, colleagues and other experts. The suggestions and recommendations arising from
both the experts and the researcher’s supervisor in records management practices will be
incorporated in the final instrument. Any item found to yield irrelevant information will be
removed. Furthermore, the researcher will ensure that each objective under study has adequate
representation in terms of questions asked. Additionally, the questions in the research instrument
will be written in a language that will be easy to understand and one that will not be ambiguous
or vague.
35
3.7.2 Reliability of Research Instruments
The reliability of a research instrument concerns the extent to which the instrument yields the
same results on repeated trials (Mugenda and Mugenda 1999). The researcher will use the
triangulation approach to increase the reliability of the data to be collected. The reliability of the
questionnaires will be improved through pretesting of pilot samples from the field which will
enable the rephrasing of some questions. To establish reliability test for the questionnaires, the
researcher will re-visit the research objectives when formulating the questionnaires to ensure that
they are within the research study. The findings of the pilot study will allow the researcher to
adjust the research instruments appropriately before carrying out the actual research. The
research assistant will be trained on the research instruments prior to pilot study and will be
involved in the pilot study to help him / her familiarize with the exercise.
3.8 Data Collection Procedure
The researcher will formally request for data collection from Maseno University by submitting
all the necessary clearances. The researcher will develop a scheduled work plan to guide in data
collection, administration of questionnaires and interview session with the participants.
Questionnaires will be administered to the registry clerks on time allowing the respondents to
have enough time to go through and fill them. The self-administered questionnaires will be hand
delivered to respondents in their offices and the researcher will collect them after completion to
avoid loss, and / or misplacement. The researcher will develop an interview schedule with semistructured questions to assist in conducting interview sessions with the registry supervisors. The
researcher will take the opportunity to visit the registries. This will allow the creation of rapport
between the researcher and registry staff to observe and record the relevant information for the
study.
3.9 Data Analysis
Data analysis will be prepared by applying qualitative and quantitative methods. After the
collection of data, the questionnaires will be cleaned of from ambiguous responses and proof
reading will be done to guarantee consistency in the collected data. The records and lists will be
edited, validated, coded and then entered in the computer for analysis and interpretation using the
Statistical Package for Social Sciences (SPSS). Interview sessions will be recorded and then
36
organized as per the interview guides and responses. A descriptive statistical analysis will be
done using frequencies and percentages to describe the basic characteristics of the data. The
interpreted data will be discussed and from them, interpretations will be made and a report
written. The findings were presented according to the objectives of the study. Qualitative
analysis of personal opinions and views will be presented as quotations of the study directly.
3.10 Logistical and Ethical Considerations
Ethical concerns refers to a set of guidelines that direct a researcher’s behavior during a study.
Kombo and Tromps (2006) noted that a researcher whose samples are people or animals must
always consider the conduct of their research and give attention to the ethical issues associated
with their research. Ethical considerations are important in ensuring a professional research and
are non-intrusive in accomplishing a research objective. Ethical research includes informed
consent from respondents in the study and respect for their rights being protected. The researcher
will seek authorization from National Commission for Science, Technology and Innovation
(NACOSTI), Kenyatta University graduate school and Maseno University in order to conduct
the research study. The ethical considerations for this study concerning the respondents will be
based on the American Psychological Association (APA) ethics code which provides a guideline
for conducting a research study.
The respondents in the study will be given full explanation and informed about the study, its
purpose, importance, use, the limit level of their privacy and confidentiality on the information to
be collected at all times. The respondents will be informed of their right to leave the study at any
time once the study has started as well as the consequences of doing so. The respondents will
also be informed on whom they can contact in case of queries or clarifications. The respondents
will also be guaranteed their anonymity. A written consent will be obtained and enforced from
the subjects in a form provided with the questionnaire that they participate voluntarily.
Furthermore, the researcher will present this study as a personal work and not as a work done by
someone else. Appropriate citations will be made to give credit in cases where the researcher
referred to works done by other researchers.
37
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46
APPENDIX I: INTRODUCTION LETTER
Buoro Philemone Otieno,
P.O Box 190- 50100,
Kakamega
0722345388
otieno.buoro@gmail.com
Dear Respondent,
RE: PARTICIPATION IN DATA COLLECTION
My name is Philemone Buoro, a postgraduate student at Kenyatta University pursuing a degree
of Master of Records Management and Archives Administration. As part of fulfilling the course
requirements, I am expected to conduct a supervised research study. It is in this regard that I seek
your consent in filling the attached questionnaire. My study is titled “Assessment of Records
Management Practices for Effective Service Delivery in Maseno University Registries,
Kisumu County, Kenya”. Your participation in this exercise is voluntary and you may
withdraw if in any case your participation will be injurious or case damage to you. The data
collected will be used exclusively for academic purposes and will be treated with confidentiality.
Your identity will not, in any instance, be revealed for any reason and you are advised not to
include any identification details on the questionnaire.
I will be available during the entire period of data collection and you may contact me using the
above details for any clarifications or concerns. I will gladly appreciate your participation in this
exercise.
Thank you.
Yours Sincerely,
47
Buoro Philemone Otieno
APPENDIX II: QUESTIONNAIRE FOR REGISTRY CLERKS
SECTION A: BACKGROUND
INSTRUCTIONS
Please write or tick (√) in the brackets or fill in the spaces provided aplicable responses that most
closely fit your opinion.
1. Designation ____________________________________________________
2. For how long have you worked as an employee of Maaseno University (Tick one only)
(i) 1 - 5 yrs [
]
(iv) 16yrs and above [
(ii) 6 - 10yrs [
]
(iii) 11 - 15yrs 9 [
]
]
3. Which section do you belong to?
(i) Examination/Records Registry [
(iii) Personnel Registry [
]
(ii) Student Registry [
]
]
SECTION B: EFFECTS OF RECORDS MANAGEMENT POLICY FRAMEWORK ON
SERVICE DELIVERY.
4. Does the University have a records management framework to govern the management of
Maseno University?
5. How frequent do you access the registry to retrieve the office records to deliver user services?
48
(i) Daily
[
]
(ii) Weekly
[
]
(iii) Fortnightly
(iv) Monthly [
]
(v) Quarterly [
]
(vi) Never
[
[
]
]
6. What type of records are created and maintained at Maseno University?
(i) Papers records [
]
(ii) electronic records [
(iii) Both Paper and electronic-records [
]
]
7. Who are the users of the records in the registry?
(i) Administrators/Management [
]
(ii) Staff [
]
(iii) Students [ ]
8. How does the records management policy framework in practice influence service delivery?
(i) Increased speed of accessibility and retrieval of files / documents
[
]
(ii) Adequate access control and confidentiality
[
]
(iii) Enhanced use of ICT to facilitate diversity and flexibility
[
]
(iv) Timely response to support the decision making processes
[
]
[
]
(iv) Reduced productivity costs and the quality of service delivery
[
]
(v) Motivates staff and enhanced corporate image of the institution
[
]
(vi) Reduction of culpability to corruption and Protect Rights and Assets
[
]
(vii) Encourages teamwork and good working relations among staff
[
]
(v) Enhanced accountability, transparency and best practice
or established policies
SECTION C: HOW AVAILABLE RESOURCES IMPACTS ON SERVICE DELIVERY
49
9. What is the level of training for the personnel working in the registry to adequately manage
the records?
(i) Certificate [
(v) PhD [
]
(ii) Diploma
[
]
(iii) Bachelor’s Degree [
] (iv) Master’s Degree
]
10. Has the University developed procedures to capture, manage and store electronic and paper
records?
(i) Yes [
]
(ii) No [
]
(iii) Not Sure [
]
11. How adequate and secure are the storage equipment in the protection of registry records?
(i) Not Sure [
]
(ii) Inadequate [ ]
(iii) Adequate [ ]
(iv) Very Adequate [ ]
12. How has the available resources impacted on your service delivery?
(i) Staff are timely trained on the available records management practices
[
]
(ii) Exisetence of effective records management policies and procedures
[
]
[
]
[
]
(iii) Records are adequately stored and protected from destruction or
potential disasters
(iv) Quick and easy clients access and retrievals of records by staff
D: CHALLENGES TO SERVICE DELIVERY
13. What record management challenges do you encounter in your daily delivery of services in
the registry?
(i) Unreliable records safety and security (Location, Storage, Layout)
[
]
(ii) Inadequate records management plan, policies and procedures
[
]
(iii) Inadequate record tracking control and monitoring procedures
[
]
50
(iv) Inadequate / weak legislative and institutional infrastructures
[
]
(v) Understaffing and inadequate training opportunities for Registry staff
[
]
(vi) Inadequate ICT / Technical knowledge and skills
[
]
(vii) Inadequate budget and Supplies (Shelves, Folders, File clips etc.)
[
]
(viii) Registry staff lack adequate understanding for users’ needs
[
]
(x) Torn / worn out, dusty and bulky files
[
]
(xi) Inadequate access control and confidentiality
[
]
(xii) Technophobia and limited / inadequate capacity to manage electronic records
[
]
[
]
[
]
(xiii) Inadequate levels of awareness of the role of records management in
Service delivery
(xiv) Inadequate / Lack of disaster recovery and preparedness strategies
14. Does the institution have any disaster recovery plan policy for records management?
(i) Yes [
]
(ii)
[
] No
(iii)
No sure
15. How are the registry staff made aware of the records management policy?
(i) Workshops
(ii) Intranet
(iii) Notices
(iv) Others, Speecify
____________________________________________________________
THANK YOUR FOR TAKING YOUR TIME TO ANSWER THIS QUESTIONNAIRE
51
APPENDIX III: INTERVIEW SCHEDULE FOR THE REGISTRY SUPERVISORS
INSTRUCTIONS
a. Please tick appropriate response(s) from the choices provided for each question
b. Use spaces provided to write your answers to the questions.
c. Please do not leave blank spaces. If the question does not apply please indicate “N/A”
d. In case of detailed answers or space is not enough, use a separate piece of paper and indicate
the question number you are referring to.
SECTION A: BACKGROUND INFORMATION
1. Have you been trained on records/archives management or studying towards, a professional
records management or related qualification?
(i) Yes [
]
(ii) No
[
]
2. If yes, then you answer question 3 below.
3. What is your highest academic professional qualification?
(i) Certificate [
]
(ii) Diploma [
(iv) Master’s degree [
]
]
(iii) Bachelor’s degree
(v) Ph.D. [
]
4. Do you have a records management system in your institution?
(i) Yes [
]
(ii) No [
]
(iii) Not Sure [
5. How long has the system been in place?
52
]
[
]
(i) 6 months – 1 Year [
(ii) 2 – 5 Years
]
(iv) 11 – 15 Years
[
]
(iii) 6 – 10 Years [
]
(v) Over 16 Years
SECTION B: EFFECTS OF RECORDS MANAGEMENT POLICY FRAMEWORK ON
SERVICE DELIVERY.
6. How do you store / keep your records / documents?
(i) Manually [
]
(ii) Electronically [
]
(iii) Both [
]
7. What kind of records management system do you practice at the University?
(i) Centralized [
]
(ii) De-centralized [
]
(iii) Other (Please state) ……...............
8. What records storage equipment do you use? (Please tick as many as apply)
(i) Compacts [
]
(ii) Drawers [
(iv) Boxes
]
(v) Shelves [
[
]
(iii) Cupboards [
]
]
9. Who monitors and controls records management and retrieval?
(i) Registry Clerks [
]
(ii) Records Manager [
] (iii) Individuals [
]
(iv) Other
(Please state) …….......................................................
10. How do your records storage impact on their accessibility by users for service delivery?
(i) Allow quick response to service delivery (steel / wooden / movable shelves)
[
]
[
]
[
]
(ii) Convenience of appropriate and adequate resources
(i.e. Personnel, Finance, Equipment / Facilities)
(iii) Enhances monitoring and controls of records access and retrieval processes
SECTION C: HOW AVAILABLE RESOURCES IMPACTS ON SERVICE DELIVERY
53
11. Which of these records management activities describe your registry policy manual position?
(Please tick as many as applicable)
(i) Existence of clearly outlined responsibilities of each records management personnel in the
University towards users
[
]
(ii) Best record keeping practices, i.e. on how to handle incoming and outgoing mail in paper and
electronic mail form.
[
]
(iii) Adequate retrieval system of stored records in existence
[
]
(vi) Provides guidelines on how records management procedures such as disposition, filing,
storage etc. ought to be carried out
[
]
(v) Developed and implemented records classification schemes which cover all records
irrespective of nature or formats?
[
]
(vi) Developed and implemented procedures on how to create and record existence of new files,
control file movement, instructions for closing files, good housekeeping etc.
[
]
(vii) Provides adequate security measures to protect records from unauthorised access and to
prevent unauthorised and accidental loss or destruction of records?
[
]
(viii) Provides adequate guidance and procedures to all staff on capturing, using, managing and
keeping records created and received in the course of official business
[
]
(ix) Other specify………………………………………………………………………
SECTION D: HOW RECORDS MANAGEMENT CHALLENGES AFFECT SERVICE
DELIVERY
12. What record management challenges do you encounter when implementing effective service
delivery?
(i) Financial constraints - budget and Supplies
[
]
(ii) Top management support – for planning, policies and procedures
[
]
54
(iii) Shortage of manpower - Understaffing
[
]
(iv) Technical Expertise - Skilled personnel
[
]
(v) No appropriate equipment.
[
]
(vi) Other, specify.........................................................................................................
13. What suggestions do you offer to address these challenges?
………………………………………………………………………………………………….
……………………………………………………………………………………………………
14. What other comments/recommendations would you make to improve the implementation and
effective records management practices?
………………………………………………………………………………………………………
………………………………………………………………………………………………………
………………………………………………………………………………………………………
55
WORK PLAN
No.
Activity
July
2018
Nov. 2019
1.
– Dec. 2019 – Mar.
Feb. 2021
Concept
Writing
and
Defense
2.
Proposal
writing,
Presentation
and Revision
3.
Collecting and
Analysing
Data
4.
Report writing
and
Submission
56
2021
–
Apr. Apr.
2021
-
May.
APPENDIX V: BUDGET
Item
Estimated Amount (Kshs)
Secretarial services
5,500
Typing, Photocopying and binding
3,500
Transport and Communication
12,000
Stationery
2,500
Internet and Consultation
4,500
Miscelleneous expenses
4,000
Total
32,000
57