Records Management Practices in Public Service and
Date
2011-06-02
Authors
Ngwendu, Pumla
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
Records management is an important component of information management.
Records represent a major source of information that provides evidence of decisions,
actions, and interactions between government and citizens. Records management
practices underpin all aspects of public service administration, and are a critical
activity for effective service delivery. Records are regarded as the “lifeblood of public
administration” (Fletcher, 1990). To this end, record keeping is a fundamental and
core activity of public sector management. Without reliable records, there can be no
accountability and no rule of law. The failure to manage records leads to poor
decisions and an inability to measure programmes and service effectiveness.
The Directorate of Social Security within the Eastern Cape Department of Social
Development is used as a case study to investigate records management practices and
effects on service delivery. The key issues raised in the study were: records
management processes and procedures, records management policy and the regulatory
environment, influence of Information Technology on records management practices.
The research findings were assessed against the International Standard for Records
Management (ISO 15489) to identify gaps between best practices captured in the
standard, and what is happening in reality in relation to records management policies,
procedures and processes. The standard (ISO 15489) is endorsed by the National
Archives and Records Service of South Africa. It provides guidelines on records
management practices and a benchmark to measure the effectiveness of records
management programmes and systems in organizations.
The key findings include:
· There is no records management policy statement, the social grant records are
managed without recourse to legislative requirements
· Training is not focused on records management principles.
iii
· The implementation of the Social Development Information Management
System has brought improvements to service delivery, though there are still
infrastructural and communication problems between social grant offices at
local, district levels.
· Respondents cited lack of human resources and functional capacity in some
areas of social grant processing as an obstacle to service delivery.
Description
MM - P&DM
Keywords
Records management, Service delivery