Electronic records management practices at Uganda Registration Services Bureau (URSB)

Abstract

In order to improve compliance with legal requirements and access to records when needed, this study examined Uganda Registration Services Bureau’s (URSB) electronic records management practices. The study's objectives were to: i) find out the types of electronic records that URSB creates and maintains, ii) examine URSB's electronic records management practices, iii) investigate challenges faced in the management of electronic records at URSB, and iv) propose recommendations improve electronic records management at URSB. The records life cycle theory served as the study's conceptual framework. Key informant interviews and observation were used to collect qualitative data for the study in order to pique the researcher's interest or curiosity about the various research objectives. Eighteen (18) key informants who were purposively selected by virtue of their offices held and their expert opinion on the study topic were interviewed. The study established that there were two major types of electronic records, which included public electronic records with open access and confidential electronic records, which are accessible by a few authorized individuals or groups due to their sensitivity. The study identified electronic records management practices, which included receiving applications, scanning and tracking the identity generated by the system after journalizing, e-signing, retrieval of documents, and creation of records. The study identified administrative practices, which involved role assignments, such as division of labor, supervision of the processes, quality control, and document verification. The study revealed difficulties with managing the e-record, including system difficulties, difficulties with employees comprehending technical tasks, problems with social inclusion, difficulties with providing clients with high-quality service, and administrative and human resource difficulties. Based on the study findings, it is recommended that URSB recruits additional employees in order to manage the large number of clients, open more branches across the nation, invest in Internet connectivity, networks, websites, and online systems, and train staff in electronic records management.