An Assessment of the Effectiveness of Records Management on Service Delivery. A Case Study of Ministry of Local Government and Rural Development in Zambia

Authors

• 'Pamela Lweendo Hangoma, Levy Mwanawasa Medical UniversityFollow
• Kadeyo M. Kuyela, University of ZambiaFollow
• Sututu Imasiku, University of ZambiaFollow
• Adrian Chisale, University of ZambiaFollow
• Glenda Ntalasha, The University of ZambiaFollow
• Matilda Mercy Muchinga, University of ZambiaFollow
• Emma M. Ndalameta-Theo, University of ZambiaFollow
• Dalitso Mvula The, University of ZambiaFollow

Date of this Version

4-17-2026

Document Type

Article

Citation

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Comments

Paper was published in Lusaka, Zambia. 

Abstract

This study assessed records management practices and their influence on service delivery in the Ministry of Local Government and Rural Development in Zambia. The study was guided by the Records Continuum Model, which emphasizes the continuous management of records from creation, capture, organization, use, to preservation. The objectives were to examine current records management practices, assess their effect on service delivery, identify challenges, and propose strategies for improvement. A qualitative case study design was adopted, with data collected from 22 participants across 11 departments through face-to-face interviews, and analyzed thematically using content analysis. Findings revealed that records are generated through routine operations such as correspondence and reports and are managed primarily through manual systems. Physical records are stored in registries and cabinets, while electronic records are kept on shared drives but are not fully integrated. Standardized filing and use of electronic tools were found to improve accessibility, reduce delays, and minimize record misplacement, enhancing service delivery. Challenges included inconsistent filing systems, limited storage space, inadequate digital tools, and insufficient staff training. The study concludes that effective records management, guided by the Records Continuum Model, requires modernized systems, clear policies, and staff capacity building. It recommends transitioning to digital record-keeping and establishing standardized procedures to enhance service delivery.