Achieving Operational Efficiency by Adopting ICT in Diplomatic Records Management at the Ministry of Foreign Affairs, Kenya

Abstract

Information and Communication Technologies have become a critical success factor for service delivery in Kenya's public sector. Applying ICTs in service delivery has become a game changer in public records management. It has completely transformed records management work procedures, methods, and principles. The study aimed to assess how operational efficiency can be achieved by adopting ICT in diplomatic records management at the Ministry of Foreign Affairs, Kenya. The study was guided by records continuum and hybrid theories and adopted the descriptive survey research design. The target population comprised 887 Ministry of Foreign Affairs employees, from which a sample of 87 participants was selected using a stratified and purposive sampling approach. Questionnaires and interview schedules were used to collect data, which was analyzed quantitatively and qualitatively using Statistical Package for Social Sciences and content analysis. The study revealed that the Ministry of Foreign Affairs had embarked on the assimilation of ICTs into its operational activities as a component of e-service delivery. As a result, the study established that diplomatic records, which were vital in achieving operational efficiency, were being created, accessed, and used in electronic format. Inadequate infrastructure for electronic records management programs was, however, found to be a significant hindrance to the realization and use of diplomatic electronic records. The study recommends that the Ministry of Foreign Affairs develop and execute a comprehensive electronic records management policy and regulatory framework to integrate e-records into Ministry's operational efficiency and service delivery. The Ministry of foreign affairs should collaborate with Information Communication and Technologies Authority to develop infrastructure for electronic records management systems to ensure that all software acquired for managing electronic records capture records management requirements to achieve operational efficiency and improved service delivery.