EXAMINING RECORDS MANAGEMENT PRACTICES AND PROCESSES IN SUPPORT OF SERVICE DELIVERY IN THE UNIVERSITY FOR DEVELOPMENT STUDIES, GHANA

Abstract

University’s records such as administrative records, students’ records, personnel records, and among others are very crucial and contribute to the effective administration of a university. This study examined how records management practices and processes support service delivery in the University for Development Studies, Ghana. The Hybrid Records Life Cycle Model and Service Quality Gap Model were employed for the study. Cross-sectional design and mixed method approach (quantitative & qualitative) were employed. Simple random and purposive sampling techniques were used to select respondents. Questionnaire, interview, and observation guides were the main instruments used to collect data from a sample size of 164. This consists of teaching staff (HoDs), and non-teaching staff (senior members & senior staff). The study revealed the types and nature of records created/received and managed in the Institution, which included administrative records, students’ records, personnel records, historical records, and among others. The study also showed that a good number of the practices and processes evaluated were found ineffective. For example, security, safety and confidentiality of records, staff capacity building (training) and disaster management practice. Also, processes such as usage and maintenance of records, retention and disposal of records as well as filing and retrieving of records were found ineffective. This is an indication that, respondents agreed that the practices and processes which were found to be ineffective could not enhance service delivery in the Institution. Respondents also cited lack of records management policy, lack of functional records and archives management units, ineffective records management systems, inadequate records management infrastructure, lack of regular training as challenges hindering the effective management of records in the Institution. The study therefore recommends that, the management and records staff should be committed to effective records management. Thus, funds should be devoted for the integration of the records management systems. Also, effective records management practices and processes should be observed that is, regular training should be organised for staff. Supervision of records staff should be intensified. Further, management should come out with an inadequate records management policy, which contains acceptable practices and processes so as to support dependable and accurate services, deliver prompt and timely services as well as inspire trust and confidence in the provision of services. In conclusion, records as important resources should be harnessed through effective records management practices and efficient processes for the enhancement of services.