2026-11-10T10:29:04Zhttps://repository.slads.sc.tz/api/oaioai:repository.slads.sc.tz:cmsj1si4j003zk8c5f09e5oxk2026-11-10T09:59:30Zdepartment:RAMtype:dissertationAN ASSESSMENT ON THE USE OF DIGITAL RECORDS MANAGEMENT SYSTEMS IN ENHENCING PUBLIC SERVICE DELIVERY IN PUBLIC INSTITUTIONS. A CASE STUDY AT BAGAMOYO DISTRICT COUNCILMayunga Rajabu RashidDigital Records Management Systems (DRMS)Public institutionsRecords management practicesPublic service deliveryDescriptive research designRespondents (questionnaires,Quantitative analysis (frequencies, percentages)Qualitative analysis (thematic analysis)Daily use of DRMSFaster information retrievalEfficiency in service deliveryThis study assessed the use of Digital Records Management Systems (DRMS) in
enhancing public service delivery in public institutions, using Bagamoyo District
Council as a case study. The study was guided by three specific objectives, to
determine the level of use of Digital Records Management Systems, to examine the
benefits of using Digital Records Management Systems in enhancing public service
delivery, and to identify the challenges affecting the effective use of these systems. A
descriptive research design with a case study approach was employed. Data were
collected from a sample of 25 respondents through questionnaires, interviews,
observation, and documentary review. Quantitative data were analyzed using
descriptive statistics, including frequencies and percentages, while qualitative data
were analyzed using thematic analysis.
The findings revealed that Digital Records Management Systems are widely used at
Bagamoyo District Council, with the majority of respondents indicating that they use
the systems on a daily basis. The study further established that DRMS have
significantly improved public service delivery by enabling faster retrieval of
information, improving efficiency in service delivery, enhancing transparency and
accountability, strengthening communication with citizens, and improving records
security and preservation. However, the study also identified several challenges
affecting the effective use of DRMS, including inadequate staff training, poor internet
connectivity, insufficient ICT infrastructure, system failures, and limited technical
support.
The study concludes that Digital Records Management Systems play a significant role
in improving records management practices and enhancing public service delivery in
public institutions. Nevertheless, the effectiveness of these systems depends on
adequate ICT infrastructure, continuous staff training, reliable internet services,
effective technical support, and strong records management policies.
The study recommends that public institutions should invest in staff capacity building,
strengthen ICT infrastructure, improve internet connectivity, enhance technical support
services, and regularly review records management policies to maximize the benefits of
Digital Records Management SystemsSchool of Library, Archives and Documentation Studies (SLADS)2026TextDissertationapplication/pdfhttps://repository.slads.sc.tz/records/cmsj1si4j003zk8c5f09e5oxkenAll rights reservedhttps://repository.slads.sc.tz/api/records/cmsj1si4j003zk8c5f09e5oxk/file