ASSESSMENT OF THE CHALLENGES FACING

IMPLEMENTATION OF ELECTRONIC RECORDS

MANAGEMENT IN THE PUBLIC ORGANIZATION IN
TANZANIA REVENUE AUTHORITY (TRA):

DODOMA, TANZANIA
 ASSESSMENT OF THE CHALLENGES FACING IMPLEMENTATION OF
ELECTRONIC RECORDS MANAGEMENT IN THE PUBLIC
ORGANIZATION IN TANZANIA REVENUE AUTHORITY (TRA) AT
DODOMA CITY COUNCIL

By

Swedy Hamis Samwel

This Research Report to be Submitted to the School of Public Administration and

Management in Fulfilment of the Requirements for the Award of a Bachelor
Degree of Public Administration in Records and Archives Management (BPA-
RAM) of Mzumbe University

2024
 CERTIFICATION

We, the undersigned certifies that he/she has read and hereby recommend for
acceptance by the Mzumbe University a research report titled; assessment of the
challenges facing implementation of electronic records management in the public
organization in Tanzania Revenue Authority (TRA) at Dodoma city council, in
partial fulfillment of the requirements for the award of Bachelor Degree of Public
Administration in Records and Archives Management (BPA-RAM) of Mzumbe
University.

Signature

………………………….
Major Supervisor

Signature

…………………………
Internal Supervisor

Accepted for the Board of School of Public Administration and Management

Signature

________________________________
DEAN, School of Public Administration and Management

i
 DECLARATION AND COPYRIGHT

I, Swedy Hamis Samwel, declare that this research report is entirely my own work, and I
have not submitted it or will not submit it to any other institution for a similar or different
degree qualification.

Signature

………………………….

Date

………………………….

© 2024

The research report is a legally protected work under the Berne Convention, Copyright Act
1999, and other national and international laws governing intellectual property. Reproducing
the entire or any part of the dissertation without written consent from Mzumbe University
and the author is strictly prohibited. However, short extracts may be used for research,
private study, critical scholarly review, or discourse with proper acknowledgement. Any
violation of this copyright law is subject to legal penalties

ii
 ACKNOWLEDGEMENTS

Firstly, I extend my deepest gratitude to Almighty God for granting me the strength,
wisdom, and perseverance throughout this research journey. Your guidance has been
instrumental in navigating the challenges and triumphs encountered during this
study.

Secondly, I would like to express my sincere appreciation to my research report

supervisor, Dr. Lameck, for his invaluable guidance, support, and encouragement.
His expertise and insightful feedback have significantly enriched the quality of this
research.

Thirdly, I extend my heartfelt thanks to the management and staff of the Tanzania
Revenue Authority (TRA) at Dodoma City Council for their cooperation and
willingness to participate in this study. Their insights and cooperation were
indispensable in gathering the necessary data and information for this research.

Fourthly, I am deeply indebted to my family, especially my parents led by my father,

Mr. Hamis Samwel, for their unwavering love, encouragement, and understanding
throughout my academic pursuits. Their sacrifices and encouragement have been the
cornerstone of my success.

Lastly, I extend my appreciation to all those who contributed to this study, especially
my classmates, whose support and camaraderie provided a conducive environment
for learning and growth. Your constructive feedback and discussions have been
invaluable in shaping the direction of this research.

iii
 DEDICATION

This work is dedicated to my family, led by my father, Mr. Hamis Samwel, whose
support and encouragement have been my guiding light. Their love and sacrifices
have fueled my journey towards academic excellence.

iv
 ABBREVIATIONS AND ACRONYMS

BPA-RAM : Bachelor Degree of Public Administration in Records and

Archives Management

DCC : Dodoma City Council

ERMS : Electronic Records Management Systems

ISO : International Organization for Standardization

RMA : Records Management Assistant

RMO : Records Management Officer

TAM : Technology Acceptance Model

TRA : Tanzania Revenue Authority

UK : United Kingdom

v
 ABSTRACT

This study investigates the challenges facing the implementation of Electronic

Records Management Systems (ERMS) in public organizations, with a focus on the
Tanzania Revenue Authority (TRA) at Dodoma City Council (DCC). Through a
comprehensive literature review, including previous research on ERMS adoption and
challenges, the study identifies gaps and aims to provide practical insights for
overcoming these challenges. The research objectives include identifying and
classifying specific challenges hindering ERMS implementation, analyzing their
impact on efficiency, accessibility, and accuracy, and proposing strategies for
overcoming them.

Methodologically, the study employs a descriptive cross-sectional research design

and primary data collection methods such as questionnaires and interviews. Results
from the survey of TRA employees reveal challenges such as limited technical
expertise, inadequate training, resistance to change, and insufficient support from
management. These challenges significantly affect the efficiency, accessibility, and
accuracy of electronic records management. However, respondents also demonstrate
a positive attitude towards proposed strategies for overcoming these challenges,
including investing in infrastructure, enhancing staff expertise, and fostering a
culture of innovation.

The study concludes by emphasizing the importance of addressing these challenges

to improve ERMS adoption and recommending policy implications to support
effective electronic records management in public organizations like TRA at DCC.

vi
 TABLE OF CONTENTS

CERTIFICATION ..............................................................................................................i
DECLARATION AND COPYRIGHT ............................................................................. ii
ACKNOWLEDGEMENTS ............................................................................................. iii
DEDICATION ..................................................................................................................iv
ABBREVIATIONS AND ACRONYMS .......................................................................... v
ABSTRACT ......................................................................................................................vi
TABLE OF CONTENTS ................................................................................................ vii
LIST OF TABLES ............................................................................................................. x
LIST OF FIGURES ..........................................................................................................xi
CHAPTER ONE .............................................................................................................. 1
INTRODUCTION AND PROBLEM SETTING .......................................................... 1
1.1 Introduction .................................................................................................................. 1
1.2 Background of the research problem ........................................................................... 1
1.3 Statement of research problem ..................................................................................... 3
1.4 Objectives of the study ................................................................................................. 3
1.4.1 General objective ...................................................................................................... 3
1.4.2 Specific objectives .................................................................................................... 3
1.5 Research Questions ...................................................................................................... 4
1.6 Significance of the study .............................................................................................. 4
1.7 Scope of the study ........................................................................................................ 4
1.8 Organization of the study ............................................................................................. 5
CHAPTER TWO ............................................................................................................. 6
LITERATURE REVIEW................................................................................................ 6
2.1 Introduction .................................................................................................................. 6
2.2 Theoretical Literature Review ...................................................................................... 6
2.2.1 Definitions of Key Terms .......................................................................................... 6
2.2.2 Understanding of theories ......................................................................................... 7
2.3 Conceptual Framework ................................................................................................ 7
2.4 Empirical literature review ........................................................................................... 9
2.5 Research gap .............................................................................................................. 10

vii
CHAPTER THREE ....................................................................................................... 11
RESEARCH METHODOLOGIES .............................................................................. 11
3.1 Introduction ................................................................................................................ 11
3.2 Research design .......................................................................................................... 11
3.3 Area of the study ........................................................................................................ 11
3.4 Population of the study .............................................................................................. 11
3.5 Sampling techniques .................................................................................................. 11
3.6 Sample size................................................................................................................. 12
3.7 Methods of data collection ......................................................................................... 13
3.7.1 Primary data ............................................................................................................ 13
3.7.1.1 Questionnaires ...................................................................................................... 13
3.7.2 Secondary data ........................................................................................................ 13
3.7.2.1 Documentary Review ........................................................................................... 13
3.8 Data analysis .............................................................................................................. 14
3.9 Ethical Consideration ................................................................................................. 14
CHAPTER FOUR .......................................................................................................... 15
PRESENTATION OF FINDINGS ............................................................................... 15
4.1 Introduction ................................................................................................................ 15
4.2 Social-demographic characteristics of respondents ................................................... 15
4.3 Analysis of the challenges hindering the successful implementation of electronic
records management systems in in TRA at Dodoma City Council ................................. 17
4.4 The impact of the identified challenges on the efficiency, accessibility, and
accuracy of electronic records management within TRA ................................................ 18
4.5 The strategies for overcoming hindering the successful implementation of
electronic records management systems in TRA at Dodoma City Council ..................... 19
CHAPTER FIVE............................................................................................................ 21
DISCUSSION OF RESEARCH FINDINGS ............................................................... 21
5.1 Introduction ................................................................................................................ 21
5.2 The challenges hindering the successful implementation of electronic records
management systems in in TRA at Dodoma City Council .............................................. 21
5.3 The impact of the identified challenges on the efficiency, accessibility, and
accuracy of electronic records management within TRA ................................................ 21

viii
5.4 The strategies for overcoming hindering the successful implementation of
electronic records management systems in in TRA at Dodoma City Council ................. 22
CHAPTER SIX .............................................................................................................. 23
SUMMARY, CONCLUSION AND POLICY IMPLICATIONS .............................. 23
6.1 Introduction ................................................................................................................ 23
6.2 Summary of the study ................................................................................................ 23
6.3 Conclusion ................................................................................................................. 24
6.4 Policy implications ..................................................................................................... 24
6.5 Recommendations ...................................................................................................... 25
6.6 Area for further study ................................................................................................. 25
REFERENCES................................................................................................................. 27
APPENDICES ................................................................................................................. 30

ix
 LIST OF TABLES
Table 4.1. Social-demographic characteristics........................................................... 16
Table 4.2 Challenges hindering the successful implementation of electronic records
management systems .................................................................................................. 17
Table 4.3 Impact of the identified challenges on the efficiency, accessibility, and
accuracy of electronic records management .............................................................. 18
Table 4.4 Strategies for overcoming hindering the successful implementation of
electronic records management systems .................................................................... 20

x
 LIST OF FIGURES
Figure 2.1 Conceptual framework................................................................................ 8

xi
 CHAPTER ONE

INTRODUCTION AND PROBLEM SETTING

1.1 Introduction
This chapter provides the important introductory information on the study. It consists
of background of the research problem, statement of research problem, objectives of
the study, research questions, significance of the study, scope of the study, and
organization of the study.

1.2 Background of the research problem

In a rapidly evolving digital landscape, the implementation of electronic records
management systems (ERMS) in public organizations has garnered significant
attention globally (Smith, 2020; Jones et al., 2022). The ideal purpose behind this
transition is to create streamlined processes, reduce paperwork, and ensure seamless
information retrieval and sharing. However, the reality of the situation presents a
mixed picture. While some strides have been made in implementing ERMS,
challenges persist that hinder the realization of the intended benefits (Brown &
Johnson, 2019; White et al., 2021). In the UK, for instance, despite significant
investments and advancements in technology, several public organizations still
struggle with full ERMS integration due to factors like resistance to change, lack of
standardized protocols, and inadequate training for staff (Smith, 2020; Jones et al.,
2022). This situation resulted well-established public organizations in the UK, the
result has been improved data accessibility, reduced administrative bottlenecks, and
enhanced decision-making.

The implementation of electronic records management systems (ERMS) in

developed countries on the African continent, such as South Africa, has been driven
by the ideal of modernizing administrative processes, improving service delivery,
and enhancing accountability (Mnjama, 2020; Nkomo et al., 2022). While some
progress has been made in the adoption of ERMS, challenges persist that have
hindered the complete realization of intended outcomes (Modiba & Oosthuizen, 2019;
Naidoo & Chetty, 2021). Taking South Africa as an example, despite efforts to
digitize records and embrace technology, several public organizations continue to

1
grapple with barriers like limited digital infrastructure, inadequate technical expertise,
and resistance to change (Mnjama, 2020; Nkomo et al., 2022). These obstacles have
impeded the seamless integration of ERMS, leading to disparities between the
envisioned benefits and the actual implementation status. Incomplete or inaccurate
records, inefficient information retrieval, and potential data security vulnerabilities
have emerged as critical outcomes.

The implementation of electronic records management systems (ERMS) in

Tanzanian reflects the ideal of enhancing administrative efficiency, transparency, and
accessibility of information within public organizations (Rwezaura & Mnjama, 2018;
Shebuge & Mlozi, 2020). However, the reality of ERMS implementation in Tanzania
paints a complex picture. While strides have been taken, challenges persist that have
hindered the full realization of the intended objectives. The limited digital
infrastructure, resource constraints, and varying levels of digital literacy among staff
have contributed to uneven ERMS adoption across public organizations (Kassim,
2020; Mcharo & Mnjama, 2022). This discrepancy between the ideal purpose and the
implementation reality has led to fragmented records management practices,
inefficiencies in data retrieval, and compromised data accuracy. However, where
challenges persist, adverse outcomes have emerged. Disorganized records systems,
information silos, and the risk of data loss have emerged as critical repercussions

In synthesizing the collective insights from previous research on the challenges of

implementing electronic records management systems (ERMS) in public
organizations, several gaps and areas of further exploration were evident as revealed
by various researchers namely (Rwezaura, B., & Mnjama, N. 2018), (Mwakisole, K.
F., Mbwette, T. S. A., & Kimaro, H. C. 2019), (Mcharo, H. S., & Mnjama, N. 2022).
While the cited studies had shed light on barriers, impacts, and strategies in contexts
ranging from global to specific African countries, certain gaps in their work were
apparent. This current study aimed to address this gap by employing a
comprehensive data collection approach, such as questionnaires.

2
1.3 Statement of research problem
The implementation of electronic records management systems (ERMS) within
public organizations in Tanzania is driven by the ideal of enhancing administrative
efficiency, transparency, and accessibility of information (Rwezaura & Mnjama,
2018; Shebuge & Mlozi, 2020). However, the reality of ERMS implementation in
Tanzania presents a multifaceted scenario. While certain strides have been made,
challenges persist that have hindered the complete realization of the intended
objectives. Caused by limited digital infrastructure, resource constraints, varying
levels of digital literacy, and resistance to change have collectively contributed to the
uneven adoption of ERMS across public organizations (Mcharo & Mnjama, 2022;
Kassim, 2020). As a resulted to ddisorganized records systems, information silos,
and potential data loss have become significant repercussions. This current study
aimed to address this gap by employing a comprehensive data collection approach,
such as questionnaires.

1.4 Objectives of the study

1.4.1 General objective
The main objective of this study was to assess the challenges facing the
implementation of electronic records management in the public organization in TRA
at Dodoma City Council.

1.4.2 Specific objectives

i. To identify the challenges hindering the successful implementation of
electronic records management systems in in TRA at Dodoma City Council.
ii. To analyze the impact of the identified challenges on the efficiency,
accessibility, and accuracy of electronic records management within TRA at
Dodoma City Council.
iii. To examine the strategies for overcoming hindering the successful
implementation of electronic records management systems in in TRA at
Dodoma City Council.

3
1.5 Research Questions
i. What are the challenges hindering the successful implementation of
electronic records management systems in in TRA at Dodoma City Council?
ii. What are the impacts of the identified challenges on the efficiency,
accessibility, and accuracy of electronic records management within TRA at
Dodoma City Council?
iii. What are the strategies for overcoming hindering the successful
implementation of electronic records management systems in in TRA at
Dodoma City Council?

1.6 Significance of the study

i. The findings of the study provided insights into the challenges encountered in
ERMS implementation, enabling policymakers and administrators to make
informed decisions aimed at addressing these obstacles and enhancing
operational efficiency.
ii. Moreover, the understanding gained from the study regarding the impact of
ERMS challenges on efficiency, accessibility, and accuracy of information
could facilitate the streamlining of administrative processes.
iii. The practical strategies and solutions proposed in the study could serve as a
framework for other public organizations in Tanzania and beyond, promoting
the adoption of best practices in electronic records management.
iv. The study's findings enriched academic discussions by providing specific
insights into ERMS challenges within the Tanzanian context. By contributing
to the body of knowledge on records management practices, technology
adoption, and public administration, the research made a significant academic
contribution in the field.

1.7 Scope of the study

The scope of this study was centered on assessing the challenges faced in the
implementation of electronic records management systems (ERMS) within public
organizations, with a specific focus on the TRA at Dodoma City Council in

4
Tanzania. The study aimed to comprehensively analyze the identified challenges and
their impacts on the efficiency, accessibility, and accuracy of records management
processes. Geographically, the study was confined to the TRA at Dodoma City
Council, situated in Tanzania. While the broader context of electronic records
management challenges in public organizations within the African region was
acknowledged, this research specifically delved into the challenges unique to the
TRA at Dodoma City Council.

1.8 Organization of the study

The study comprises six chapters, each focusing on different aspects of electronic
records management systems (ERMS) implementation challenges in the Tanzania
Revenue Authority (TRA) at Dodoma City Council (DCC). Chapter one introduces
the research background, problem statement, objectives, significance, and scope.
Chapter two reviews relevant literature on ERMS challenges and adoption, providing
a theoretical framework for the study. Chapter three outlines the research
methodology, including the design, population, sampling techniques, data collection
methods, and analysis procedures. Chapter four presents the findings of the study,
detailing the challenges, impacts, and strategies for ERMS implementation based on
data collected from TRA employees. Chapter five discusses the research findings in
relation to the objectives and relevant literature, offering insights and interpretations.
Finally, Chapter six summarizes the study, draws conclusions, and suggests policy
implications for enhancing ERMS adoption in public organizations like TRA at DCC.

5
 CHAPTER TWO

LITERATURE REVIEW
2.1 Introduction

This chapter provided a comprehensive review of the literature delving into existing
research, theories, and scholarly works relevant to assessing the challenges facing the
implementation of electronic records management in the public organization in TRA
at Dodoma City Council.

2.2 Theoretical Literature Review

2.2.1 Definitions of Key Terms

2.2.1.1 Electronic records management systems (ERMS)

ERMS refers to a structured and systematic approach to managing, organizing, and
preserving electronic records throughout their lifecycle within an organization.
ERMS provides functionalities for creation, capture, classification, retention,
retrieval, and disposal of digital records (LaRocca, 2020).

2.2.1.2 Electronic records management

Electronic records management involves the systematic management of electronic
records throughout their lifecycle, encompassing creation, organization, retention,
retrieval, and eventual disposition. It emphasizes adherence to standards and policies
to ensure authenticity, reliability, and accessibility of electronic records (ISO, 2016).

2.2.1.3 Electronic records

Electronic records refer to digital information that holds evidentiary, informational,
or administrative value to an organization (ISO, 2016). These records can encompass
various formats, including text, images, audio, and video, and are managed
throughout their lifecycle.

6
2.2.2 Understanding of theories

2.2.2.1 Technology Acceptance Model (TAM)

The Technology Acceptance Model (TAM) is a psychological theory that explains
how users adopt and accept new technologies. TAM posits that users' behavioural
intentions to use a technology are influenced by their perceptions of its usefulness
and ease of use. The model was developed by Fred D. Davis in 1989. TAM was
designed to provide insights into the factors that shape users' technology adoption
behaviour. It seeks to understand how perceived usefulness (the extent to which a
user believes a technology will enhance their performance) and perceived ease of use
(the degree to which a user believes using the technology will be effortless) influence
their decisions.

In the context of this study, the Technology Acceptance Model (TAM) was applied
to assess how employees within the Dodoma City Council perceived the adoption of
electronic records management systems (ERMS). By analyzing users' perceptions of
the usefulness and ease of use of ERMS, the study aimed to offer explanations for
the challenges encountered during implementation. For instance, if employees
perceived ERMS as difficult to use, this might have contributed to resistance and
hindered the successful adoption of the system.

2.3 Conceptual Framework

The conceptual framework in research is a structured model that outlines the
relationships between variables, guiding the study's design and analysis. It provides a
visual representation of how different factors interconnect and influence one another,
aiding researchers in understanding, explaining, and interpreting the phenomenon
under investigation. The conceptual framework acts as a roadmap, aligning the
study's objectives, hypotheses, and research questions with relevant theories and
variables, thus enhancing the study's coherence and depth in figure 2.1 below;

7
Figure 2.1 Conceptual framework
Independent variables
Dependent variable
▪ Digital
infrastructure
• Electronic records
▪ Records
management systems
management impact
adoption
▪ Implementation
strategies

Source; Researcher, 2024

2.3.1 Explanations of the relationships between the study variables

2.3.1.1 Digital infrastructure

Digital infrastructure refers to the foundational technological components necessary
for the successful implementation and operation of ERMS. These components
include hardware, software, networks, and connectivity. A well-established digital
infrastructure positively influences ERMS adoption by providing the necessary
technological support for the system to operate seamlessly.

2.3.1.2 Records management impact

Records management impact refers to the effects of ERMS implementation on the
efficiency, accessibility, and accuracy of records management processes within
public organizations. These impacts can include improved efficiency in record
retrieval, enhanced accessibility to information, and increased accuracy in record
keeping. The perceived positive impact of ERMS implementation on records
management processes can encourage users to adopt the system.

2.3.1.3 Implementation strategies

Implementation strategies refer to the approaches, plans, and actions taken to deploy
and integrate ERMS within public organizations effectively. The quality and
effectiveness of implementation strategies significantly influence ERMS adoption.
Well-designed and executed implementation strategies can facilitate user acceptance,
mitigate resistance to change, and promote the effective utilization of ERMS.

8
2.4 Empirical literature review
The empirical literature review examined previous research works conducted in
Tanzania that were relevant to the study's focus on the challenges, adoption, and
utilization of electronic records management systems (ERMS) within public
organizations, specifically in TRA at Dodoma City Council.

2.4.1 Research by Rwezaura, B., & Mnjama, N. (2018)

The research conducted by Rwezaura, B., & Mnjama, N. (2018), titled "Exploring
Barriers to Electronic Records Management Adoption in Tanzanian Public
Organizations," aimed to identify key barriers hindering the adoption of electronic
records management in Tanzanian public organizations. Their objectives centered on
pinpointing challenges acting as barriers to implementing electronic records
management systems, assessing their impact on organizational efficiency and
accountability, and proposing strategies for overcoming these barriers to promote
successful adoption. Utilizing survey questionnaires and interviews, the researchers
gathered quantitative and qualitative data to gain insights into employees' perceptions
of barriers and management's perspectives on technological challenges and potential
solutions. This research was relevant to the current study as it provided insights into
common challenges faced in electronic records management adoption within
Tanzanian public organizations, offering valuable insights into potential obstacles
and strategies for overcoming them, thus informing the assessment of challenges and
proposing practical solutions within the context of TRA at Dodoma City Council.

2.4.2 Research by Mwakisole, K. F., Mbwette, T. S. A., & Kimaro, H. C. (2019)

The research conducted by Mwakisole, K. F., Mbwette, T. S. A., & Kimaro, H. C.

(2019), titled "Enhancing Electronic Records Management Systems in Government
Institutions: A Case of Tanzanian Ministries," focused on analyzing the status of
electronic records management systems in Tanzanian government ministries. Their
objectives included identifying challenges faced in utilizing these systems effectively
and suggesting strategies for improvement. Employing case studies and focus
groups, the researchers conducted on-site observations and document analyses in

9
multiple ministries to understand existing practices and gather qualitative insights
into challenges and experiences related to electronic records management. This
research was relevant to the current study as it provided insights into challenges
faced in electronic records management within government institutions, offering
recommendations for improvement that could inform strategies within TRA at
Dodoma City Council.

2.4.3 Research by Mcharo, H. S., & Mnjama, N. (2022)

The research conducted by Mcharo, H. S., & Mnjama, N. (2022), titled "Impact of
Electronic Records Management on Service Delivery: A Study of Tanzanian Local
Government Authorities," aimed to assess how electronic records management
influences service delivery in local government authorities, providing
recommendations for improvement. Using surveys and document analysis, the
researchers gathered data on perceptions of electronic records management's impact
on service quality and reviewed records to assess information accuracy and
accessibility. This research was relevant to the current study focusing on the TRA at
Dodoma City Council, as it provided insights into the relationship between electronic
records management and service delivery within local government contexts, offering
valuable recommendations for improving service delivery that could inform
strategies within TRA at Dodoma City Council.

2.5 Research gap

In synthesizing the collective insights from previous research on the challenges of
implementing electronic records management systems (ERMS) in public
organizations, several gaps and areas of further exploration were evident as revealed
by various researchers namely (Rwezaura, B., & Mnjama, N. 2018), (Mwakisole, K.
F., Mbwette, T. S. A., & Kimaro, H. C. 2019), (Mcharo, H. S., & Mnjama, N. 2022).
While the cited studies had shed light on barriers, impacts, and strategies in contexts
ranging from global to specific African countries, certain gaps in their work were
apparent. This current study aimed to address this gap by employing a
comprehensive data collection approach, such as questionnaires.

10
 CHAPTER THREE

RESEARCH METHODOLOGIES

3.1 Introduction
This chapter present the research methodologies the selection and application of
these methodologies were crucial in ensuring the validity, reliability, and relevance
of the study's findings;

3.2 Research design

The research design outlined the structure and plan for conducting the study,
including data collection, analysis, and interpretation (Kothari, 2004). A quantitative
research design was employed for this study, specifically utilizing a questionnaire as
the primary data collection tool. This design involved collecting data from multiple
sources at a single point in time to analyze the current conditions of ERMS adoption
and utilization within the TRA at Dodoma City Council.

3.3 Area of the study

The area of the study, as defined by Smith (2022), referred to the geographical
location or context in which the research was conducted. The study focused on the
TRA at the Dodoma City Council, serving as the administrative center of Tanzania.
This choice was significant due to the institution's prominence in government
operations, offering insights applicable to other public organizations in Tanzania.

3.4 Population of the study

The population of the study comprised employees and stakeholders within the
Tanzania Revenue Authority (TRA) at the Dodoma City Council who interacted with
ERMS. This included 95 employees, as indicated by the data collected during the
fieldwork and according to the TRA profile in 2024.

3.5 Sampling techniques

Sampling techniques involved selecting a subset of the population to represent the
larger group (Kothari, 2004). Purposive sampling was employed to ensure

11
representation from various departments and hierarchical levels within the Tanzania
Revenue Authority (TRA) at the Dodoma City Council. This approach aimed to
ensure that the sample drawn reflected the diversity of ERMS users within the
organization, enhancing the credibility and generalizability of the study's findings.

3.6 Sample size

The number of elements included in the study depended on various factors, including
the size of the population, the nature of the study, the desired level of accuracy, and
the available resources (Creswell, 2014). A sample size of 30 government officials
was selected based on statistical principles to provide a confident representation of
the population. This sample size ensured that the study's findings were statistically
meaningful and capable of making valid inferences about the larger population of
ERMS users within the Tanzania Revenue Authority (TRA) at the Dodoma City
Council. These 30 respondents were chosen from the total population of 43
employees, ensuring a representative sample for the study. This was calculated using
the formula proposed by Taro Yamane (1967), which is:

𝑁
𝑛=
1 + 𝑁(𝑒 2 )

Where:

n = Sample size
N = Total population size (43 in this case)
e = Desired margin of error (chosen based on the study's requirements)
Let's assume that the desired margin of error (e) is 0.1 (10%).

Plugging these values into the formula:

43
𝑛=
1 + 43(0.12 )

43
𝑛=
1 + 43(0.01)

12
 43
𝑛=
1 + 0.43
𝑛 = 30.06

𝑛 ≈ 30
The sample size is 30.

3.7 Methods of data collection

The methods of data collection referred to the specific procedures for obtaining
information from the subjects (Creswell, 2014). This study employed various
methods of data collection, including primary data, which solely consisted of
questionnaires, and secondary data, which involved documentary review.

3.7.1 Primary data

3.7.1.1 Questionnaires
In the study conducted at the Tanzania Revenue Authority (TRA) at Dodoma City
Council, questionnaires were utilized as a tool for gathering data, consisting of a
series of structured questions aimed at collecting information from respondents
(Kothari, 2004). Structured questionnaires were administered to gather quantitative
data from a large number of respondents simultaneously. These questionnaires
facilitated the efficient collection of standardized data on ERMS challenges and
adoption. Their structured nature allowed for statistical analysis and comparisons.
The 30 respondents who were given the questionnaire were chosen from the total
population of 95 employees, ensuring a representative sample for the study.

3.7.2 Secondary data

3.7.2.1 Documentary Review

In the study conducted at the Tanzania Revenue Authority (TRA) at Dodoma City
Council, a documentary review was utilized, involving the analysis of existing
documents, reports, and literature relevant to the research (Kothari, 2004). Existing
records, reports, and documents related to ERMS implementation were reviewed to
gain historical context. Document analysis provided a historical perspective on

13
ERMS challenges, strategies, and outcomes. It complemented primary data by
offering insights from a different angle.

3.8 Data analysis

In the study conducted at the Tanzania Revenue Authority (TRA) at Dodoma City
Council, data analysis was the process of systematically applying statistical and/or
logical techniques to describe, illustrate, condense, recap, and evaluate data (Kothari,
2004). Quantitative data from questionnaires were analyzed using appropriate
statistical tools, such as descriptive statistics. Rigorous data analysis ensured that the
study's findings were accurate, valid, and relevant. Analyzing both quantitative and
qualitative data allowed for a comprehensive exploration of ERMS challenges,
adoption, and utilization.

3.9 Ethical Consideration

In the study conducted at the Tanzania Revenue Authority (TRA) at Dodoma City
Council, ethical considerations were paramount to the responsible conduct of
research, ensuring that the rights of individuals were not violated and that
participants were not harmed or deceived (Creswell, 2014). Ethical guidelines were
followed throughout the research process, with informed consent obtained from
participants to ensure their willingness to participate. Confidentiality and anonymity
were maintained in reporting findings to safeguard the privacy of participants.
Adhering to ethical standards aimed to maintain the integrity of the study and respect
the rights of participants, thereby enhancing the credibility and validity of the study's
findings.

14
 CHAPTER FOUR

PRESENTATION OF FINDINGS
4.1 Introduction
This chapter presents the presentation of findings, provides an in-depth analysis of
the data collected in the study. It covers the social-demographic characteristics of
respondents, main findings related to ERMS implementation challenges, impacts,
and proposed solutions. Each section is supported by tables, and textual explanations,
offering a concise overview of the research findings.

4.2 Social-demographic characteristics of respondents

The social-demographic characteristics of respondents in research refer to their
demographic and social attributes (Kothari, 2004). These include age, gender,
education, occupation, income, marital status, ethnicity, and location. Therefore, the
findings below present the social demographic profile of 30 respondents who
provided information through questionnaires, along with data collected from all
targeted participants. See Figure 4.1 for illustration and discussion below.

Sex
In research, sex refers to the biological distinction between male and female genders.
According to Table 4.1, out of the total 30 respondents, 12 were male (40%) and 18
were female (60%).

Age
Age distribution is a key aspect of demographic analysis in research. According to
Table 4.1, out of the total 30 respondents, 2 (6.7%) were under 20, 5 (16.7%) were
aged 20-30, 11 (36.6%) were 31-40, 9 (30%) were 41-50, and 3 (10%) were over 50.

Educational qualification
Educational qualification is crucial in research, reflecting participants' academic
backgrounds. Table 4.1 shows that out of 30 respondents, 6.7% had a secondary
school education, 13.3% held a diploma, 56.7% had a bachelor's degree, 20% had a
master's degree, and 3.3% had a doctorate degree.

15
Job position
In research, job position reflects participants' occupational roles. According to Table
4.1, out of 30 respondents, 10% held entry-level positions, 70% were in mid-level
management, 13.3% occupied senior management roles, and 6.7% were in
administrative or support staff positions.

Years of experience
Years of experience in research is vital, reflecting participants' professional expertise.
According to Table 4.1, out of 30 respondents, 13.3% had less than 1 year of
experience, 46.7% had 1-5 years, 20% had 6-10 years, 13.3% had 11-15 years, and
6.7% had more than 15 years of experience. This breakdown provides insights into
the diverse levels of professional experience within the sample, crucial for
understanding potential influences on research outcomes.

Table 4.1. Social-demographic characteristics

Characteristics Category (N=30) Percent

(100%)
Sex Male 12 40
Female 18 60

Age Under 20 2 6.7

20-30 5 16.7
31-40 11 36.6
41-50 9 30
Over 50 3 10

Educational qualification Secondary school 2 6.7

Diploma 4 13.3
Bachelor's Degree 17 56.7
Master's Degree 6 20
Doctorate Degree 1 3.3

Job position Entry-level 3 10

Mid-level Management 21 70
Senior Management 4 13.3
Administrative/Support Staff 2 6.7

Years of experience Less than 1 year 4 13.3

1-5 years 14 46.7
6-10 years 6 20
11-15 years 4 13.3
More than 15 years 2 6.7
Source: Field data, (2024)

16
 4.3 Analysis of the challenges hindering the successful implementation of
electronic records management systems in in TRA at Dodoma City Council
The objective focuses on identifying challenges in implementing ERMS at TRA,
Dodoma City Council. Through exclusive questionnaire surveys, respondents
provided insights into these hurdles. The summarized findings in Table 4.2 shed light
on the specific obstacles TRA employees encounter in ERMS integration.

Table 4.2 Challenges hindering the successful implementation of electronic

records management systems
No Variables Strongly Agree Neutral Disagree Strongly
Agree Disagree
1 Limited technical 8 (26.7%) 12 (40%) 6 (20%) 2 (6.7%) 2 (6.7%)
expertise
2 Inadequate training 10 (33.3%) 8 (26.7%) 4 (13.3%) 4 (13.3%) 4 (13.3%)
3 Resistance to 6 (20%) 8 (26.7%) 5 (16.7%) 5 (16.7%) 6 (20%)
change
4 Lack of clear 7 (23.3%) 10 (33.3%) 4 (13.3%) 4 (13.3%) 5 (16.7%)
policies
5 Insufficient support 9 (30%) 7 (23.3%) 5 (16.7%) 4 (13.3%) 5 (16.7%)
from management
Source: Field data, (2024)

The table provides responses from 30 respondents on challenges hindering ERMS

implementation within TRA at Dodoma City Council. For "Limited technical
expertise among staff," 8 (26.7%) strongly agreed, 12 (40%) agreed, 6 (20%) were
neutral, 2 (6.7%) disagreed, and 2 (6.7%) strongly disagreed. Regarding "Inadequate
training and capacity building programs," 10 (33.3%) strongly agreed, 8 (26.7%)
agreed, 4 (13.3%) were neutral, 4 (13.3%) disagreed, and 4 (13.3%) strongly
disagreed. Concerning "Resistance to change from traditional paper records," 6
(20%) strongly agreed, 8 (26.7%) agreed, 5 (16.7%) were neutral, 5 (16.7%)
disagreed, and 6 (20%) strongly disagreed. For "Lack of clear policies and guidelines
for ERM," 7 (23.3%) strongly agreed, 10 (33.3%) agreed, 4 (13.3%) were neutral, 4
(13.3%) disagreed, and 5 (16.7%) strongly disagreed. Finally, "Insufficient support
from top management" saw 9 (30%) strongly agreeing, 7 (23.3%) agreeing, 5
(16.7%) neutral, 4 (13.3%) disagreeing, and 5 (16.7%) strongly disagreeing. These

17
 responses highlight diverse perceptions regarding ERMS implementation challenges
within TRA at Dodoma City Council.

The descriptive statistics indicate varied perceptions among respondents regarding

ERMS implementation challenges at TRA, Dodoma City Council. While there's
notable agreement on limited technical expertise and inadequate training, neutrality
and disagreement emerge on issues like resistance to change and support from top
management.

4.4 The impact of the identified challenges on the efficiency, accessibility, and
accuracy of electronic records management within TRA
The second objective seeks to evaluate how the challenges identified affect the
efficiency, accessibility, and accuracy of electronic records management within TRA
at Dodoma City Council. The questionnaire administered to respondents gathered
their insights on these aspects, the results of which are summarized in Table 4.3.

Table 4.3 Impact of the identified challenges on the efficiency, accessibility, and
accuracy of electronic records management
No Variables Strongly Agree Neutral Disagree Strongly
Agree Disagree
1 Reduced efficiency in 10 8 (26.7%) 4 (13.3%) 5 (16.7%) 3 (10.0%)
accessing records (33.3%)
2 Increased risk of data 7 (23.3%) 10 (33.3%) 3 (10.0%) 6 (20.0%) 4 (13.3%)
inaccuracies
3 Hindered accessibility to 9 (30.0%) 6 (20.0%) 5 (16.7%) 7 (23.3%) 3 (10.0%)
important information
4 Compromised data 8 (26.7%) 5 (16.7%) 6 (20.0%) 7 (23.3%) 4 (13.3%)
security
5 Hindered decision- 6 (20.0%) 7 (23.3%) 4 (13.3%) 8 (26.7%) 5 (16.7%)
making processes
Source: Field data, (2024)

The table summarizes the responses of 30 respondents regarding the impact of

identified challenges on electronic records management at the Tanzania Revenue
Authority (TRA). For "Reduced efficiency in accessing records," 10 respondents
(33.3%) strongly agreed, 8 (26.7%) agreed, 4 (13.3%) were neutral, 5 (16.7%)
disagreed, and 3 (10.0%) strongly disagreed. Similarly, "Increased risk of data
inaccuracies" saw 7 respondents (23.3%) strongly agreeing, 10 (33.3%) agreeing, 3

18
(10.0%) neutral, 6 (20.0%) disagreeing, and 4 (13.3%) strongly disagreeing.
"Hindered accessibility to important information" had 9 respondents (30.0%)
strongly agreeing, 6 (20.0%) agreeing, 5 (16.7%) neutral, 7 (23.3%) disagreeing, and
3 (10.0%) strongly disagreeing. Meanwhile, "Compromised data security" had 8
respondents (26.7%) strongly agreeing, 5 (16.7%) agreeing, 6 (20.0%) neutral, 7
(23.3%) disagreeing, and 4 (13.3%) strongly disagreeing. Finally, "Hindered
decision-making processes" had 6 respondents (20.0%) strongly agreeing, 7 (23.3%)
agreeing, 4 (13.3%) neutral, 8 (26.7%) disagreeing, and 5 (16.7%) strongly
disagreeing.

The descriptive statistics from Table 4.3 reveal widespread agreement among
respondents on the impact of identified challenges in electronic records management
at TRA. Most respondents either strongly agreed or agreed with the statements,
indicating a consensus on challenges such as reduced efficiency, data inaccuracies,
hindered accessibility, compromised security, and hampered decision-making.

4.5 The strategies for overcoming hindering the successful implementation of

electronic records management systems in TRA at Dodoma City Council
Objective three aims to identify strategies for overcoming challenges in
implementing electronic records management systems (ERMS) at TRA within
Dodoma City Council. Respondents were surveyed using questionnaires to gather
insights into potential solutions. Results, summarized in Table 4.4, provide details on
respondents' perceptions regarding proposed strategies.

19
 Table 4.4 Strategies for overcoming hindering the successful implementation of
electronic records management systems
No Variables Strongly Agree Neutral Disagree Strongly
Agree Disagree
1 Investing in 10 (33.3%) 15 (50%) 4 (13.3%) 1 (3.3%) 0
infrastructure
2 Enhancing staff 8 (26.7%) 16 (53.3%) 5 (16.7%) 1 (3.3%) 0
technical expertise
3 Providing continuous 9 (30%) 14 (46.7%) 5 (16.7%) 2 (6.7%) 0
support
4 Encouraging a culture 7 (23.3%) 17 (56.7%) 4 (13.3%) 2 (6.7%) 0
of innovation
5 Conducting regular 11 (36.7%) 14 (46.7%) 3 (10%) 2 (6.7%) 0
assessments
Source: Field data, (2024)

The table presents responses from 30 respondents regarding strategies for

overcoming challenges in implementing electronic records management systems
(ERMS) at the Tanzania Revenue Authority (TRA) in Dodoma City Council. For the
variable "Investing in infrastructure development," 10 respondents (33.3%) strongly
agreed, 15 (50%) agreed, 4 (13.3%) were neutral, and 1 (3.3%) disagreed. Regarding
"Enhancing staff technical expertise," 8 respondents (26.7%) strongly agreed, 16
(53.3%) agreed, 5 (16.7%) were neutral, and 1 (3.3%) disagreed. For "Providing
continuous support from top management," 9 respondents (30%) strongly agreed, 14
(46.7%) agreed, 6 (20%) were neutral, and 1 (3.3%) disagreed. Concerning
"Encouraging a culture of innovation and openness," 7 respondents (23.3%) strongly
agreed, 17 (56.7%) agreed, 5 (16.7%) were neutral, and 1 (3.3%) disagreed. Finally,
for "Conducting regular assessments and reviews," 11 respondents (36.7%) strongly
agreed, 14 (46.7%) agreed, 4 (13.3%) were neutral, and 1 (3.3%) disagreed.

The descriptive statistics suggest a generally positive attitude among respondents

towards the proposed strategies for overcoming challenges in implementing
electronic records management systems (ERMS) at the Tanzania Revenue Authority
(TRA) in Dodoma City Council. Across all variables, the majority of respondents
either strongly agreed or agreed with the suggested strategies.

20
 CHAPTER FIVE

DISCUSSION OF RESEARCH FINDINGS

5.1 Introduction
This chapter discusses research findings, aligns them with objectives, compares with
existing literature, and offers recommendations for improving ERMS adoption
within TRA at Dodoma City Council.

5.2 The challenges hindering the successful implementation of electronic records

management systems in in TRA at Dodoma City Council
In chapter four of the research report, the first research objective delves into the
challenges impeding the successful implementation of electronic records
management systems (ERMS) in the Tanzania Revenue Authority (TRA) at Dodoma
City Council.

This objective aligns with previous research conducted by Rwezaura, B., & Mnjama,
N. (2018), titled "Exploring Barriers to Electronic Records Management Adoption in
Tanzanian Public Organizations." The study aimed to identify key barriers hindering
the adoption of electronic records management in Tanzanian public organizations, a
theme closely related to the challenges faced by TRA at Dodoma City Council. The
research by Rwezaura and Mnjama sheds light on various barriers, including limited
technological infrastructure and resistance to change, which resonate with the
challenges identified in the current study. Based on the findings of the research
objective, several suggestions can be made to address the challenges hindering
ERMS implementation at TRA, Dodoma City Council, there is a clear need for
targeted training and capacity-building programs to enhance staff technical expertise
and mitigate the impact of limited digital literacy.

5.3 The impact of the identified challenges on the efficiency, accessibility, and
accuracy of electronic records management within TRA
The second research objective in chapter four focuses on assessing the impact of
identified challenges on ERMS efficiency, accessibility, and accuracy within TRA at
Dodoma City Council. Descriptive statistics extracted from Table 4.3 illustrate a

21
strong consensus among respondents regarding the adverse effects of these
challenges.

This objective aligns with research conducted by Mcharo, H. S., & Mnjama, N.
(2022), which delved into the impact of electronic records management on service
delivery within Tanzanian local government authorities. The similarities in findings
suggest a broader trend across public organizations in Tanzania, emphasizing the
critical role of effective records management in service delivery. Based on the
findings, recommendations can be proposed to mitigate the impact of identified
challenges on ERMS efficiency, accessibility, and accuracy. Strategies may include
investing in advanced technology and infrastructure, implementing comprehensive
training programs to enhance staff skills, developing clear policies and guidelines for
ERMS usage, and fostering a culture of innovation and openness within TRA.

5.4 The strategies for overcoming hindering the successful implementation of

electronic records management systems in in TRA at Dodoma City Council
The third research objective in chapter four focuses on proposing strategies to
overcome challenges hindering the successful implementation of electronic records
management systems (ERMS) within TRA at Dodoma City Council. Descriptive
statistics derived from the data in Table 4.4 reveal a positive disposition among
respondents towards the suggested strategies.

This objective aligns with research conducted by Mwakisole, K. F., Mbwette, T. S.

A., & Kimaro, H. C. (2019), which explored strategies for enhancing electronic
records management systems in government institutions. The consistency in findings
suggests a shared understanding of effective approaches for improving records
management practices across public organizations in Tanzania. The proposed
strategies identified in both studies emphasize the importance of investing in
infrastructure, enhancing staff expertise, providing continuous support from top
management, fostering a culture of innovation, and conducting regular assessments.
Based on the descriptive statistics, several suggestions can be made to optimize the
implementation of ERMS within TRA at Dodoma City Council.

22
 CHAPTER SIX

SUMMARY, CONCLUSION AND POLICY IMPLICATIONS

6.1 Introduction
This chapter offers a succinct summary, conclusion, and policy implications based on
the study's objectives and findings. It covers the main points discussed in the
preceding chapters and provides insights into the practical implications of the
research outcomes.

6.2 Summary of the study

The study delved into the challenges facing ERMS implementation at TRA, Dodoma
City Council, aligning with objectives outlined in Chapters 1 and 2. Findings from
diverse methodologies underscored hurdles like limited technical expertise and
resistance to change, echoing prior research in similar contexts.

The first objective aimed to identify challenges impeding ERMS implementation.

Findings indicated a range of obstacles, including limited technical expertise and
resistance to change from traditional paper-based systems. Despite some neutrality
and disagreement, there was a consensus on key challenges among respondents.

The second objective focused on analysing the impact of identified challenges on

ERMS efficiency, accessibility, and accuracy. Results from Table 4.3 demonstrated
widespread agreement among respondents regarding the adverse effects of these
challenges. Issues like reduced efficiency and compromised security were
particularly concerning, highlighting the urgent need for intervention.

The third objective aimed to propose strategies for overcoming ERMS

implementation challenges. Descriptive statistics from Table 4.4 revealed a positive
attitude towards proposed strategies. Most respondents agreed on the effectiveness of
suggested solutions, suggesting promising avenues for enhancing ERMS adoption
and utilization within TRA, Dodoma City Council.

23
6.3 Conclusion
In conclusion, this study sheds light on the challenges hindering the successful
implementation of electronic records management systems (ERMS) within the
Tanzania Revenue Authority (TRA) at Dodoma City Council. Through a
comprehensive exploration of existing literature and empirical research, key
obstacles such as limited technical expertise, resistance to change, and inadequate
support emerged as significant barriers to effective ERMS adoption. The findings
underscore the importance of addressing these challenges to enhance efficiency,
accessibility, and accuracy of electronic records management. Despite the hurdles
identified, the study also highlights promising strategies for overcoming these
obstacles, including investing in infrastructure, enhancing staff expertise, and
fostering a culture of innovation.

6.4 Policy implications

Policy implications stemming from this study are:
Government entities like the Tanzania Revenue Authority (TRA) at Dodoma City
Council should prioritize investments in digital infrastructure to support effective
electronic records management systems (ERMS). This includes ensuring reliable
hardware and software infrastructure to facilitate seamless implementation and
operation of ERMS.

Policy initiatives should focus on developing comprehensive training and capacity-

building programs for staff members involved in ERMS implementation. By
enhancing technical expertise and promoting a culture of continuous learning,
organizations can mitigate challenges related to limited knowledge and skill gaps
among employees.

Policymakers need to establish clear and standardized policies and guidelines for
electronic records management within public organizations. These policies should
outline best practices, procedures, and protocols for ERMS implementation, ensuring
consistency and adherence to regulatory requirements across different departments
and levels of government.

24
6.5 Recommendations

Based on the findings of the study, three recommendations can be suggested:

Investment in training and capacity building, Recognizing the significance of

technical expertise and knowledge in electronic records management, TRA should
invest in comprehensive training programs for its employees. These programs should
cover various aspects of ERMS implementation, including technical skills, change
management, and best practices.

Enhancement of top management support, Top management support plays a critical

role in the successful implementation of ERMS. TRA leadership should demonstrate
a clear commitment to ERMS adoption by actively championing its benefits and
providing adequate resources for implementation. Establishing clear policies and
guidelines for ERMS, along with regular communication and feedback mechanisms,
will foster a supportive organizational culture conducive to ERMS integration.

Regular evaluation and improvement, Continuous assessment and review of ERMS

implementation are essential for identifying areas of improvement and addressing
emerging challenges. TRA should establish mechanisms for regular evaluation of
ERMS effectiveness, soliciting feedback from users, and stakeholders. Based on
these assessments, iterative improvements and adjustments can be made to enhance
ERMS functionality, usability, and alignment with organizational objectives.

6.6 Area for further study

An area for further study could involve an in-depth investigation into the long-term
impact of electronic records management systems (ERMS) on organizational
efficiency and service delivery within public institutions in Tanzania. This study
could delve into the sustained benefits and challenges experienced by organizations
post-implementation, exploring factors that influence ERMS adoption, utilization,
and effectiveness over time. Additionally, comparative research across different
government entities or sectors could provide insights into variations in ERMS
implementation strategies, outcomes, and best practices. Such research could

25
contribute to a deeper understanding of the evolving role of ERMS in enhancing
governance, transparency, and accountability in the public sector.

26
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 APPENDICES

Appendix 1: Questionnaire guide

QUESTIONNAIRE GUIDE FOR TRA STAFF
Section A: Introduction
Dear Respondent,
My name is SWEDY HAMIS SAMWEL, a student pursuing a Bachelor's degree in
Public Administration in Records and Archives Management at Mzumbe University
in Morogoro. As part of my academic research, I am conducting a study titled
"Assessment of the Challenges Facing Implementation of Electronic Records
Management in Public Organizations: A Case Study of Tanzania Revenue
Authority (TRA) in Dodoma."

Section B: Background Information

1. Sex: a) Male b) Female ( )
2. Age: a) Under 20 b) 20 - 30 c) 31 - 40 d) 41 - 50 e) Over 50 ( )
3. Educational Level: a) Secondary School b) Diploma c) Bachelor's Degree d)
Master's Degree e) Doctorate ( )
4. Job Position: a) Entry Level b) Mid-Level Management c) Senior
Management d) Administrative/Support Staff ( )
5. Years of Experience in the Public Sector: a) Less than 1 year b) 1 - 5 years c)
6 - 10 years d) 11 - 15 years e) Over 15 years ( )
Section C: Challenges Hindering Implementation of Electronic Records
Management Systems
1. Do you think inadequate infrastructure is a challenge hindering the successful
implementation of electronic records management systems in public
organizations? a) Yes b) No ( )
2. Do you believe lack of financial resources poses a challenge to the successful
implementation of electronic records management systems in public
organizations? a) Yes b) No ( )

30
 3. Please rate the following statements according to your agreement on the
challenges hindering implementation of electronic records management
systems: (1=Strongly Agree, 2=Agree, 3=Neutral, 4=Disagree, 5=Strongly
Disagree)
No Challenges 1 2 3 4 5
1 Limited technical expertise among staff
2 Inadequate training and capacity building programs
3 Resistance to change from traditional paper records
4 Lack of clear policies and guidelines for ERM
5 Insufficient support from top management

Section D: Impact of Challenges on Efficiency, Accessibility, and Accuracy

1. Do you think the identified challenges affect the efficiency of electronic
records management systems in public organizations? a) Yes b) No ( )
2. Do you believe the identified challenges impact the accessibility of electronic
records in public organizations? a) Yes b) No ( )
3. Please rate the following statements according to your agreement on the
impact of challenges on efficiency, accessibility, and accuracy: (1=Strongly
Agree, 2=Agree, 3=Neutral, 4=Disagree, 5=Strongly Disagree)
No Impacts 1 2 3 4 5
1 Reduced efficiency in accessing records
2 Increased risk of data inaccuracies
3 Hindered accessibility to important information
4 Compromised data security
5 Hindered decision-making processes

Section E: Strategies for Overcoming Challenges

1. Do you think implementing regular training programs can help overcome
challenges in electronic records management? a) Yes b) No ( )
2. Do you believe creating clear policies and guidelines for electronic records
management can mitigate challenges in implementation? a) Yes b) No ( )

31
3. Please rate the following strategies according to their effectiveness in
overcoming challenges: (1=Strongly Agree, 2=Agree, 3=Neutral, 4=Disagree,
5=Strongly Disagree)
No Strategies 1 2 3 4 5
1 Investing in infrastructure development
2 Enhancing staff technical expertise
3 Providing continuous support from top management
4 Encouraging a culture of innovation and openness
5 Conducting regular assessments and reviews

Thank you

32