Adoption and Implementation of Electronic Records Management Systems (ERMS) for Enhancing Quality Service Provision in Higher Learning Institutions: A Case Study of the Institute of Tax Administration (ITA), Dar es Salaam, Tanzania.

This study examined the adoption and implementation of Electronic Records Management Systems (ERMS) for enhancing quality service provision in higher learning institutions, using the Institute of Tax Administration (ITA), Dar es Salaam, as a case study. The study was guided by three specific objectives: to assess the current status of ERMS adoption and implementation in the registry, academic and administrative departments at ITA; to determine the organizational and technological factors that facilitate ERMS adoption and implementation at ITA; and to assess the level of staff readiness for effective ERMS adoption and implementation at ITA. A mixed methods research approach was adopted, combining quantitative data collected through structured questionnaires administered to 36 sampled staff members with qualitative data obtained from semi-structured interviews with five purposively selected key informants, namely the Registrar, the ICT Manager, the Head of Finance, the Head of Academic Affairs and a senior Registry Officer. Quantitative data were analyzed descriptively using SPSS, while qualitative data were analyzed thematically to corroborate and enrich the quantitative findings through triangulation. The findings revealed that ERMS adoption at ITA has been fully institutionalized across the registry, academic and administrative departments, with all respondents confirming active use of a dedicated system and the majority reporting consistent accessibility. ICT infrastructure was found to be generally adequate, although key informants identified inadequate funding and the absence of a comprehensive records management policy as persistent constraints on sustainability. Staff competency and training levels were found to be high, with all respondents having received formal ERMS training, though a continuing need for refresher training was noted to address resistance to change. The main challenges identified were resistance to change, inadequate ICT infrastructure, poor system reliability and the absence of clear records management policies. The study concludes that ITA has achieved a considerably higher level of ERMS institutionalization than earlier studies reported for other Tanzanian higher learning institutions, but that sustaining this achievement requires continued investment in infrastructure, policy development and staff training. The study recommends that ITA management establish a dedicated budget line for ERMS maintenance and training, formally adopt a comprehensive records management policy and institutionalize continuous refresher training. It further recommends that policy makers develop sector-wide guidelines for ERMS adoption in specialized government training institutions and that future researchers undertake comparative and longitudinal studies to assess the generalizability and sustainability of these findings over time.

Type

Other

Language

English

Peer review

Not peer-reviewed

Licence

All rights reserved