Archives Management and Service Delivery: The Case of Kenya National Archives and Documentation Services
Authors: Isoka Bathsheba Ratemo , Namande Ben Wakalo 
Published: October 2022

Service delivery within the context of public service is key in sustaining the general wellbeing of the nation while contributing towards general development. Therefore, sound management of records contributes towards effectiveness and efficiency in delivery of public services. This also improves the quantity of information available for enhancing the level of accountability. Hence, this study was an assessment of archives management and service delivery with reference to Kenya National Archives and documentation services. The study specifically focused on; examining the effect of Professional archival management establishing the barriers, and assessing the effect of process control, on service delivery at the Kenya national archives and documentation services. The significance of the study would benefit the government for planning purposes to meet her vision 2030 goals in Service quality delivery. The design to be adopted by this inquiry was the case study which took quantitative approach. The sample of the inquiry covered five record management staff, 12 staff in top management levels, 28 action officers, 36 staff at clerical level and 19 staff from registry department. The key tool for gathering the views of the participants were the questionnaire alongside the interview guides. Prior to gathering of the information, the questionnaire was tested to ensure it was valid and reliable enough. The process of the information gathered was done with aid of content analysis for the open ended responses. For the responses in their quantitative form, frequencies, correlation and regression analysis was embraced. The study found that archival service professionals, archival service process control, user perception and barriers had a positive significant influence on service delivery with reference Kenya national archives and documentation services. The study concluded that the archival service professionals provide important benefits and services, such as organizing and maintaining the documentary record of institutions, groups, and individuals. Archival service process control provides user a greater control over their electronic records, easy to locate documents via keywords or a barcode, the documents are held on secure premises and only authorized personnel have access to them. Users had a negative attitude towards the adoption of digital records management and the extent to which they were willing to adopt digital records management was low and the barriers included poor pay for Kenyan civil servants has resulted in poor performance in terms of service delivery. The study recommended that the organization should provide support from the management staff by enabling them to understand both tangible and non-tangible benefits of records. There should be a creation and execution of records management programs, the revision of archival legislation, the integration of archival institutions under significant and influential government ministries, the development of archives and records management capacity, and the improvement of information access. In order to increase user perception, the organization should provide improvements on its current records management so as to enable management to obtain records that can help them make proper short term and long term plans to facilitate effective and efficient service delivery. The government should introduce E-Government library services, which can have a significant impact on how services are delivered to library patrons.