2026-11-10T10:21:08Zhttps://repository.slads.sc.tz/api/oaioai:repository.slads.sc.tz:cmsj3y1k9005gk8c50wfh1ck52026-11-10T10:10:24Zdepartment:RAMtype:dissertationAN ASSESSMENT OF ICT ADOPTION IN ENHANCING SERVICE DELIVERY THROUGH RECORDS MANAGEMENT IN PUBLIC INDTITUTION;A CASE STUDY DEPARTMENT OF LAND AND HUMAN RESOURCES, BAGAMOYO DISTRICT COUNCIL.Andrew Godfrey LucasContinuous investmentInstitutional efficiencyRecommendations (training, infrastructure, EDRMS, security, compliance)Limited advanced systemsIrregular maintenanceInadequate ICT infrastructureModerate ICT knowledge (61.3%)ICT trainingInformation and Communication Technology (ICT)Records managementBagamoyo District Council Land OfficeICT adoptionPublic institutions (Tanzania)Records accessibilityRecords retrievalRecords storageElectronic records managementThe adoption of Information and Communication Technology (ICT) has become an
important strategy for improving records management and enhancing service delivery in
public institutions. However, despite the implementation of ICT initiatives in Tanzania,
many public institutions continue to experience challenges related to records accessibility,
retrieval, storage, and the effective management of electronic records. This study assessed
the extent to which ICT adoption has enhanced service delivery through records
management at Bagamoyo District Council Land Office.
The study was guided by four specific objectives: to assess users’ awareness and practical
knowledge of ICT in records management activities, to examine ICT requirements for
records management, to determine how ICT usage supports records accessibility and
retrieval in service delivery, and to identify challenges affecting the effective use of ICT
in records management.
A descriptive case study design using both quantitative and qualitative research
approaches was employed. Data were collected from 31 respondents out of a target
population of 38 through questionnaires, interviews, and observation. Quantitative data
were analysed using descriptive statistics, while qualitative data were analysed using
thematic analysis.
The findings revealed that all respondents (100%) were aware of ICT tools used in records
management and had received ICT-related training. Most respondents (61.3%) had a
moderate level of ICT knowledge, while all respondents agreed that ICT had improved
records accessibility, retrieval, accuracy, and the overall efficiency of records
management. Computers and scanners were the most frequently used ICT tools. However,
the study also found challenges such as inadequate ICT infrastructure, irregular
maintenance of ICT facilities, and limited availability of advanced electronic records
management systems. Respondents recommended regular ICT training, improved data
protection and security, implementation of Electronic Document and Records
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Management Systems (EDRMS), adequate ICT resources, and compliance with records
management policies and legal requirements.
The study concluded that ICT adoption has significantly improved records management
and enhanced service delivery at Bagamoyo District Council Land Office. Nevertheless,
continuous investment in ICT infrastructure, staff capacity building, electronic records
management systems, and information security is essential to maximise the benefits of
ICT in public institutions. The study recommends strengthening ICT infrastructure,
providing regular staff training, implementing comprehensive EDRMS, enhancing data
protection measures, and ensuring compliance with records management standards and
relevant legal frameworks.School of Library, Archives and Documentation Studies (SLADS)2026TextDissertationapplication/pdfhttps://repository.slads.sc.tz/records/cmsj3y1k9005gk8c50wfh1ck5enAll rights reservedhttps://repository.slads.sc.tz/api/records/cmsj3y1k9005gk8c50wfh1ck5/file