ASSESSMENT OF THE STAFF COMPETENCY IN DIGITAL RECORDS MANAGEMENT AND SERVICE DELIVERY. CASE STUDY MINISTRY OF LANDS, HOUSING AND HUMAN SETTLEMENTS DEVELOPMENT.

This study examined staff competency in digital records management and service delivery at the Ministry of Lands, Housing and Human Settlements Development. The specific objectives of the study were to assess staff competency in digital records management practices, examine the influence of digital records management practices on service delivery, and identify the challenges affecting digital records management practices within the ministry. The study adopted a descriptive research design and employed a mixed research approach. A sample of 40 respondents comprising records officers, ICT officers, administrative officers, and other employees was selected using purposive and simple random sampling techniques. Data were collected through questionnaires, interviews, observation, and documentary review. Quantitative data were analyzed using frequencies and percentages, while qualitative data were analyzed through thematic analysis and presented descriptively. The findings revealed that most employees possessed adequate competencies skills required for effective digital records management, digital records management practices have a positive influence on service delivery within the ministry. However, the study identified several challenges affecting effective digital records management practices, including inadequate staff training, insufficient ICT infrastructure, unreliable internet connectivity, and limited technical support. These challenges hinder the effective use of digital records systems and affect the quality-of-service delivery. The study recommends that the ministry should provide continuous training programmed on digital records management, improve ICT infrastructure, strengthen internet connectivity, and provide adequate technical support for digital systems.

Type

Dissertation

Language

English

Peer review

Not peer-reviewed

Licence

All rights reserved