Electronic records management amidst the seismic shift in the dynamic infosphere

Abstract

Purpose

The study aims to investigate the current electronic records management practices in government departments of South Africa to establish the extent to which they foster service delivery in public service reform programmes.

Design/methodology/approach

This study applied a systematic literature review approach to critically appraise the published literature on the status of records management in South Africa, following the Preferred Reporting Items for Systematic Reviews and Meta-Analyses guidelines.

Findings

The findings indicate that the South African public sector encounters challenges such as a lack of skills in managing electronic records, management support, resources and legislative frameworks and policies. The study’s findings revealed that although electronic records are essential for service delivery in South Africa, the existing records management programme is not efficient and effective and does not sufficiently comply with legislative and statutory requirements.

Research limitations/implications

This study was limited to the public sector of South Africa.

Practical implications

This study recommends the development of policy frameworks and strategies aligned with the organisational goals and facilitation of professional training for all staff, including attendance of seminars, workshops and workplace training.

Social implications

The research demonstrates the need for a comprehensive legislative and policy framework, robust integration of electronic records practices in government e-government efforts, and adequate technological infrastructure support.

Originality/value

This study offers informed recommendations to address the challenges of managing electronic records in South African public sector organisations that continue to be a cause for concern.

Citation

Matlala, M.E. and Ncube, T.R. (2024), "Electronic records management amidst the seismic shift in the dynamic infosphere", Records Management Journal, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/RMJ-04-2023-0022

Introduction

The advent of information and communication technologies (ICTs) has led to a global revolution worldwide and continues to change the social spheres and economic milieus of countries using these technologies (Matlala, 2020, p. 152). Notably, ICT development has given birth to the vast creation of records in digital format, thereby creating challenges for their proper management (Matlala, 2019, p. 1; Ngoepe and Saurombe, 2016, p. 25). The 21st century has engendered paradigm shift from paper-based to digital-based recordkeeping systems. The adoption of digital records, whether born-digital or converted into digital formats, must be managed by professionally trained records managers and archivists (Tsvuura, 2022, p. 111). Records are increasingly recognised as vital assets organisations use for effective decision-making, transparency and accountability (Shepherd and Yeo, 2003, p. 12). Records management processes involve all the activities discharged in handling them throughout their life cycle (Ngoepe, 2016): efficient and systematic control of their creation, receipt, maintenance, use and disposition by capturing and maintaining evidence of and information about business activities and transactions [International Standard Organization Organisation (ISO) 15489–1, 2016, p. 3]. Records exist as recorded information in either physical or electronic formats and are created, received and processed by organisations during business operations. Any government entity or any other institution effectively performing its mandate depends on the availability of relevant and comprehensive information drawn from these records (Makgahlela and Nsibirwa, 2021, p. 25).

South Africa’s public sector organisations generate public records that must be managed in compliance with the country’s legislative and regulatory instruments (Katuu and Ngoepe, 2015, p. 135). In acknowledging the importance of sound records management practices, the Parliament of the Republic of South Africa passed the National Archives and Records Services Act (NARSSA) (No. 43 of 1996) to regulate records management functions in government entities (Makgahlela and Nsibirwa, 2020, p. 25). Ngoepe and Van der Walt (2009a, 2009b, p. 120 b) noted that the Act requires government departments to develop, implement and maintain proper records management systems.

Therefore, government agencies through their daily operations, generate large volumes of records and are legally bound to systematically retain and preserve records and adhere to existing policies and procedures (Makgahlela and Nsibirwa, 2020, p. 25). Like many other governments, South Africa is coming to terms with issues of administrating and preserving electronic records, having committed itself to e-government to deliver better service to the public (Muchaonyerwa and Khayundi, 2014; Matlala et al., 2022). While the current study draws from extensive amounts of information from previous studies in the field of electronic records management (ERM), it also breaks new ground by focusing on the significance of ERM practices and how these practices foster service delivery in the public service reform programme in South Africa.

Problem statement

The advent of ERM has revolutionised the field of records and archives management. This has led to the questioning of traditional work procedures, methods, theories and principles, and the emergence of new schools of thought, paradigms and philosophies (Chigariro and Khumalo, 2018, p. 160). However, despite the importance of proper records management, ERM is often overlooked in the daily operational activities of the public sector. As a result, vital records have been destroyed or are difficult to access due to poor management, leading to the loss of important evidence for sustaining institutions (Masenya, 2020, p. 67). Managing digital records remains a complex challenge for those entrusted with their management due to a lack of skills, policies, procedures, standards and knowledge of how to use modern technologies (Masenya, 2020, p. 67).

The Auditor General of South Africa (AGSA) and the South African Human Rights Commission (SAHRC) have repeatedly pointed out the woefully inadequate state of government recordkeeping. Poor records management practices promote bad economic practices such as corruption and fraud (Mosweu and Rakemane 2020). Given the lack of infrastructure for the management of digital records in South Africa, most government entities have not transferred any digital records to the NARSSA but keep records in their own possession (Ngoepe and Keakopa, 2011). This means that it is left to the agencies that have produced the records to manage and preserve them, even though these agencies may lack the necessary infrastructure as well as the knowledge and skills to preserve digital records in the long term (Katuu and Ngoepe, 2015, p. 136). In the recent past, South Africa has made advancements in the management of its public records throughout government departments. However, the loss of records is still reported among critical challenges in the governmental realm (Matlala and Maphoto, 2022, p. 71). Although most government organisations generate high volumes of electronic records in many formats, Kalusopa and Mosweu (2023) assert that the management of digital records continues to present unique challenges in terms of their credibility as sources of information and evidence.

Inadequate management of public records can lead to the loss of the national documentary heritage and poor administration of government information. The ability of the public sector to carry out its constitutional mandate effectively relies heavily on relevant and comprehensive information from records (Makgahlela and Nsibirwa, 2021, p. 25). Poor management of records can result in gaps in documentation of government activities or decisions, which can lead to a loss of accountability and societal memory for future generations. The failure to manage electronic records for long-term access and the consequent loss of information represents the biggest single threat to government efficiency and accountability and to institutional and social memory (Archival Platform, 2014, p. 102). Therefore, investigation of current ERM practices in South African government departments to determine their impact on service delivery in public service reform programs is critical to their success.

Objectives

This study investigated the departmental ERM practices that foster service delivery in public service reform programmes. Specifically, it sought to:

• identify challenges experienced in managing electronic records for service delivery in the public sector;

• assess the perceived level of skills in managing electronic records in government departments; and

• propose specific records management solutions to specific problems to facilitate proper service delivery.

Methodology

This research adopted a systematic literature review methodology based on the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines. The PRISMA guidelines offer a structured approach for analysing published literature, allowing for a rigorous and comprehensive evaluation of the evidence (Moher et al., 2009). While initially designed for use in the health-care field, PRISMA has been successfully adapted for use in a range of other disciplines, including records and archival management. In this study, the PRISMA 2020 checklist developed by Page et al. (2021) was used to guide the study’s design, including the formulation of the study’s objectives, methods, results and discussion, with a particular focus on search details, inclusion and exclusion criteria, risk of bias and synthesis of results as illustrated in Figure 1.

Inclusion and exclusion criteria

The study is a comprehensive review of pertinent literature encompassing the period from 2016 to 2022, with a specific emphasis on ERM within the governmental sector of South Africa.

To meet the inclusion criteria, the identified literature needed to be in the form of peer-reviewed research articles or studies that comprehensively addressed various facets aligned with the research objectives. The selected literature was required to centre its focus on elucidating the current status of ERM within governmental departments and was mandated to be published in the English language. To ensure a comprehensive coverage of all research objectives, strict inclusion criteria stipulated that the literature must:

• have been published between 2016 and 2023;

• presented in English; and

• categorised under document types such as research articles, theses, policy documents and studies.

Conversely, exclusion criteria encompassed studies presented in languages other than English and those exclusively concentrating on a singular research objective. Furthermore, any literature failing to provide a holistic coverage of ERM practices in the South African context was also excluded from consideration.

Search strategy

The initial search strategy was created using the keywords developed for this study. The researchers used four databases: Scopus, EBSCOhost, Emerald Insights and ScienceDirect. The researchers ran the keywords such as “electronic records, records management, government departments” and retrieved many articles under such queries. The volume of information retrieved meant that there was no need to use Boolean operators to search for additional sources.

Search details and screening process

• The researchers used the “EBSCOhost search”, then applied the following filters: Publication years: 2016–2023; source types: academic journals; subject terms: records management, electronic records, public sector; languages: English. This search resulted in 23 results.

• The researchers ran a search query in the Scopus database using TITLE-ABS-KEY (title, abstract and keyword) fields and then applied the following filters: Years: 2016–2023; document type: article; source type: journal; language: English. This search resulted in 161 results.

• In the Science Direct database, the researchers input the search and applied the following limiters: scholarly journals; publication data: 2016–2023; articles: English). This search resulted in 15,301 results.

• The researchers ran a search query in the Emerald Insight database using the advanced search and then applied the following filters: years: 2016–2023; content type: article; source type: journal; access: “Only content I have access to”. This search resulted in 2,000 results.

• The total results from all four databases were 17,485 records.

All pertinent data was then downloaded and stored for screening (as above), analysis and citation purposes, illustrated in Figure 1. In total, 120 articles were not retrievable due to the following paywall restrictions, publication in non-indexed journals, unavailability of full text and technical issues.

Literature review

The role of effective records management in the proper functioning of any organisation cannot be overstated. ISO 15489–2016 postulates that ERM ensures that organisations can retrieve or locate necessary records whenever required. Once e-records are created, they require proper management to support government business effectively and accurately and to provide evidence of organisational activities. Through proper ERM, organisations can deliver their services consistently and equitably and support and document policy formulation.

Therefore, government departments cannot operate efficiently without proper ERM (Rakemane and Serema, 2018, p. 150). ERM serves as a cornerstone for the effective functioning of government entities, providing a systematic and organised approach to handling information and data. ERM holds significant importance in the public sector as a crucial instrument for promoting sound business governance and facilitating efficient administration. It furnishes essential information that aids in enhanced planning and decision-making processes while also serving as tangible evidence to uphold government accountability and transparency.

The digital era brings with it the challenge of managing vast and diverse data sets. Challenges faced in the management of electronic records include the absence of policies and procedures for the management of electronic records, technological obsolescence, legal issues and legislative constraints, reliability and authenticity, inadequate skills and competencies, low level of ICT literacy and poor funding. Countries worldwide have recognised the importance of effective records management in upholding noble governance, accountability and transparency, and South Africa is no exception. Literature outside the timeframe of this study attests that records management programmes in the majority of South African government departments were wavering on the brink of collapse (Ngoepe, 2012). However, the situation in South Africa is little different to the countries to the north, as studies have shown that records management practices continue to be neglected (Makgahlela, 2021, p. 79).

The Archival Platform (2014, p. 30) report identified several other major pre-2016 shortcomings that can be used as benchmarks: inadequate and uneven distribution of resources; difficulties in accessing archives; a chronic shortage of staff and funds; and the low status of the State Archives Service (SAS) in the state bureaucracy (which enabled powerful departments to defy the provisions of the Archives Act with impunity); illegal destruction of records in offices of origin, SAS’s inability to exercise its role as a “watchdog” over government records effectively and the unrepresentative nature and ineffective function of the National Archives Council as an oversight body. These shortcomings resulted in the absence of organisational plans for ERM, a low awareness of the role of records management in support of organisational efficiency and accountability, a lack of stewardship and coordination in handling paper as well as electronic records, an absence of legislation, policies and procedures to guide the management of both paper and electronic records, absence of core competencies in records and archives management, absence of dedicated records management budgets, lack of records retention and disposal policies and an absence of e-records migration strategies.

Effective records management thus ensures the organisation’s ability to function effectively and provides evidence of accountability. As records management systems transact organisational business, a strong legislative framework is required to manage and maintain their authentic and reliable digital records (Mosweu, 2018, p. 175). Records management activities are becoming significant for achieving competitive advantage with the rapid developments in ICTs. Records management has become increasingly recognised in today’s business environment, facilitating decision-making and enabling efficient service delivery. The prevalence of online services has led to an increase in the creation of electronic records, which has brought about related challenges.

Findings and results

Challenges experienced in managing electronic records for service delivery in the public sector

Lack of skills for managing electronic records.

Mojapelo and Marutha (2023, p. 402) cite numerous works, including Marutha (2019), Masuku and Ngulube (2019), Mosweu (2019), Netshakhuma (2019), Ngoepe, (2016), Katuu (2015) and Saurombe and Ngulube (2016), that collectively highlight the persistent scrutiny of the poor state of records management within South Africa public sector. The works specify exacerbating factors such as the dearth of requisite skills and the appointment of officials lacking pertinent qualifications and experience. Moreover, Mojapelo and Marutha (2023, p. 402) suggested that a fundamental cause of this concerning trend may be rooted in the quality of professional education received. They advocate for a comprehensive examination of the educational framework so as to identify viable solutions to address the challenges inherent in South Africa’s public sector records management.

The lack of e-records-related skill sets in South African government departments is a significant challenge that undermines the effective management of government information (Matlala and Maphoto, 2022). According to Makgahlela and Nsibirwa (2021), records management skills are necessary to create, maintain, classify, use, store, retrieve and dispose records efficiently and effectively. However, the reviewed literature indicates that there is still a lack of these skills, as most civil servants are trained only to manage paper-based records (Makgahlela and Nsibirwa, 2021). According to This “lack of skills and knowledge for records and archive management is still a […] challenge” (Marutha, 2016, p. 252).

Insufficient skills and training in e-records management can result in severe consequences. Inadequacy skills and qualifications among records management personnel within South African government departments remains a concern of both scholars and practitioners. As per Ngoepe et al. (2022, p. 4), scrutiny of the public sector’s archives and records management is ongoing. Mosweu (2019) and Netshakhuma (2019) observed that the appointment of officials without the necessary qualifications and experience has worsened the situation. In several instances, departmental managers lack the training required to manage records, as some are political appointees. Additionally, a significant proportion of records managers and archivists in South Africa lack professional training in records management, with some having only a secondary school-leaving certificate (Marutha, 2019, p. 187). Consequently, this could have detrimental effects on the preservation and accessibility of government information.

In 2017, Marutha and Ngoepe investigated the role of medical records in the delivery of public health-care services within the Limpopo Province of South Africa. The study revealed a critical impediment related to the appointment of records management officials lacking essential qualifications. Notably, a survey disclosed that a substantial majority (70%) of the respondents had not participated in any formal records management training sessions. The literature therefore supports the argument that government departments need to invest in training and capacity building to equip personnel with the necessary skills to manage electronic records effectively.

Lack of managerial support.

Archival Platform (2014) noted that poor communication and coordination among departments due to inadequate management-level support hampered the development and implementation of effective ERM strategies, challenges that continue. According to Masenya (2020), many government departments lack the necessary policies, procedures and standards for ERM. Makgahlela and Nsibirwa (2021) highlight that inadequate managerial support is a significant challenge in the public sector, with a lack of funding leading to insufficient resources such as equipment and personnel for proper records management. Therefore, it is imperative that government departments receive adequate managerial support to ensure effective ERM.

The findings of Issa and Wamukoya (2018) indicate that inadequate ERM resources, such as insufficient storage facilities and a shortage of competent staff, have an adverse impact on the delivery of justice in the courts. Insufficient budgetary allocation for training, a shortage of competent staff for ERM and weak implementation of policies and standards are among the challenges facing ERM efforts. The absence of sufficient resources has resulted in chaos in public sector records management, leading to non-compliance with regulations for managing and disposing of public records (Netshakhuma, 2019).

The absence of proper ERM practices has led to various challenges such as poor accountability, lack of transparency and inability to access important information in a timely manner. A study by Du Plessis and Van der Merwe (2019) found that managerial support was critical in ensuring the success of ERM initiatives in South African government departments. The study noted that without visible leadership and commitment from top management, ERM initiatives were often doomed to fail, which has also been highlighted in government reports such as one from the AGSA, which noted in that many government departments continued to struggle with the implementation of effective ERM practices. The 2019/2020 report highlighted that the lack of management support was a major contributing factor in this issue.

Legislative frameworks and policies.

The public services encounter a significant challenge related to non-compliance with legal requisites, particularly exacerbated by insufficient and outdated legislation within the domain of archives and records management, as articulated by various scholars (Asogwa, 2012; Ngoepe and Saurombe, 2016). This issue has been brought to attention by scholarly works such as those of Ngoepe and Keakopa (2011), Mnjama (2014) and Ngoepe and Saurombe (2016). Their investigations divulge that the existing legislative frameworks governing records management in the public sector are inadequate for effectively regulating records within the context of electronic environments.

The dearth of suitable legislation is discerned as a recurring theme, identified by multiple scholars across different studies, pointing to the pressing need for a comprehensive and contemporary legal framework to address the intricacies of managing records in an electronic milieu. The studies conducted by Ngoepe and Keakopa (2011), Mnjama (2014) and Ngoepe and Saurombe (2016) collectively underscore the imperative of revisiting and revising existing legal provisions to align them with the evolving landscape of ERM. They illuminate the inadequacies inherent in current legislations and advocate for a more nuanced and responsive legal infrastructure that acknowledges and effectively addresses the unique challenges posed by electronic recordkeeping within the public sector.

The effective management of electronic records within South African government departments faces impediments attributed to non-compliance with existing legislative frameworks. Osebe et al. (2018, p. 301) posit that a fundamental strategy for proper records management involves both the enactment of and adherence to records management policies. Observed deficiency in compliance with these frameworks has led to suboptimal recordkeeping practices within government departments. As highlighted by Masenya (2020), some government officials deviate from established policies, guidelines and legislative frameworks pertaining to records management, resulting in the loss or destruction of critical records. Moreover, insufficient adherence to legislative frameworks obstructs the adequate preservation, classification and accessibility of electronic records (Makgahlela and Nsibirwa, 2021). The researchers identified a prevailing absence of effective records management programs in numerous government departments, contributing to substandard recordkeeping practices. Additionally, Marutha (2016) underscored that a lack of awareness among government officials regarding the legislative frameworks governing records management leads to non-compliance with established policies and guidelines. The evident non-compliance with relevant legislative frameworks poses a substantial challenge to the effective administration of their electronic records.

Lack of funding.

The implementation of efficient electronic records systems is encumbered by substantial costs, as noted by Asogwa (2012, p. 207). This financial challenge is exacerbated by a confluence of factors, including insufficient funding, a dearth of qualified personnel and a deficiency in strategic planning, as highlighted by Pereira (2017, p. 23). Mnjama (2002, p. 39) contends that numerous records management programmes falter primarily due to the inadequacy of financial resources. Consequently, the attainment of effective digital records management initiatives is contingent upon the establishment of robust funding mechanisms (Chikomba, 2018, p. 48).

Compounding the issue, the constrained budgetary allocations to departments pose a formidable obstacle. Budgetary constraints seemingly impede departments from realising envisioned objectives, encompassing the training of records personnel and the procurement and maintenance of requisite IT and other equipment. Thus, insufficient funding emerges as a pronounced impediment significantly impacting the administration and conservation of records (Rakemane and Mosweu, 2020, p. 2). Rakemane and Mosweu (2020, p. 2) further underscore that the requisite funding for executing records management activities, encompassing the facilitation of ERM and the preservation of records and archives, remains a crucial yet overlooked necessity within numerous organisations. Sustaining the management of electronic records mandates a consistent infusion of financial resources. The extant literature corroborates the pervasive challenge posed by the dearth of funding, positioning it as a primary constraint experienced in ERM programs.

Proposed solutions to ensure effective management of electronic records in government departments

Skills development capacity in electronic records management.

Popoola (2009) as cited by Makgahlela and Nsibirwa (2021, p. 34) emphasised that an organisation’s record management practices rely heavily on the skills, competence and dedication of the records personnel. The public sector cannot reap the benefits of effective records management practices without qualified personnel or proper training for staff (Marutha, 2016, p. 252). To work in a digitally connected environment, archives and records management professionals need to possess the skills and competencies to manage automated records management processes (Mosweu and Bwalya, 2022, p. 29). Incompetent or unqualified records management officials often lead to the breakdown or over-complexity of recordkeeping systems (Marutha, 2019, p. 187). Records professionals must also have the ability to analyse and improve records and information management systems (Marutha, 2019, p. 188).

In the digital age, knowledge, skills and competency is vital. Ngulube (2018) highlighted the importance of ICT skills for records personnel to manage records and archives effectively, especially during the current era of transformative connectivity, advanced analytics, automation and advanced manufacturing technology, also known as the “Fourth Industrial Revolution”. Skilled records personnel are crucial for the efficient execution of archives and records management functions. Netshakhuma (2019, p. 9) echoed Ngulube’s sentiment and emphasised the need for records management professionals to have qualifications and skills that encompass digital scholarship. Netshakhuma (2019, p. 9) also stressed the importance of continuous training to enhance the quality and efficacy of work, including attending conferences, workshops and seminars on ERM to keep up with the latest developments in the field.

Responsive, high-quality education and training qualifications are essential to address the capacity deficit (Ngoepe et al., 2022, p. 3). Archivists and records management professionals require education and training to cope with the challenges of global changes, technological advancements and societal redress, particularly in managing digital records (Ngoepe and Katuu, 2017; Ngoepe et al., 2022, p. 4). Ngoepe and Katuu (2017) emphasised the necessity of syllabi in higher education archives and records management courses and training to include current and significant content that comprehensively covers digital records management practices and skills. This inclusion should align with training offered in countries that may have more advanced infrastructure such as Canada and Australia (Ngoepe et al., 2022, p. 4).

The provision of training for the management of electronic archives and records in organisations encounters barriers that impede its effectiveness. As highlighted by Asogwa (2012), one primary barrier is the insufficiency of properly trained staff. The mere establishment of policies and infrastructures, although essential, proves inadequate without a complement of trained and skilled personnel. The absence of appropriate and frequent staff training further exacerbates this challenge. Several factors contribute to the constraints in providing adequate training for records management personnel. One key factor is the inadequacy of resources, both in terms of finances and time, required to organise comprehensive training programmes. Organisations may face budgetary constraints or prioritise other operational aspects, diverting attention and resources away from staff training initiatives.

Another barrier is the lack of awareness or recognition of the critical role that trained personnel play in effective records management. In some cases, organisational leaders may not fully grasp the value and impact of investing in staff training for records and archives management. Furthermore, the dynamic nature of technology and evolving best practices in records management necessitate continuous learning and adaptation training (Marutha, 2019, p. 187, citing Ndenje-Sichalwe et al., 2011).

However, organisations may struggle to keep up with the rapid pace of technological advancements and industry trends, leading to a gap in providing up-to-date training for staff. Additionally, competing priorities within organisations, coupled with a lack of a proactive approach to workforce development, can hinder the establishment of a culture that prioritises ongoing training for records management personnel.

To address the above, a dedicated focus on continuous professional development is crucial. This involves regular assessments of technological advancements and industry trends, ensuring that staff receives up-to-date training. Establishing a structured training programmes that integrates technological advancements into the records management curriculum will help bridge the knowledge gap. Additionally, organisational priorities need to be aligned strategically by recognising the significance of workforce development and fostering a proactive approach, organisations can create a culture that prioritises ongoing training for records management personnel. This entails integrating training objectives into the organisation’s strategic goals and allocating resources accordingly. Moreover, leadership plays a pivotal role; fostering a supportive environment where ongoing training is valued and incentivised ensures that records management personnel are equipped to navigate evolving technological landscapes effectively. Through these measures, organisations can proactively tackle barriers, fostering a workforce that remains adept in managing electronic records in a rapidly evolving digital era.

Allocation of adequate funding.

Providing adequate funding allocation for the management of electronic records is essential for ensuring the proper management and preservation of electronic records, as well as for the implementation of effective records management policies and procedures. According to Ngulube and Tafor (2006), a lack of funding is one of the significant challenges facing the management of electronic records in South Africa. Without adequate funding, government departments may lack the necessary resources to develop and implement ERM systems, resulting in inadequate management and potential loss of valuable information.

Furthermore, proper funding allocation is essential for the continuous training of staff members in ERM practices. As Marutha (2019) pointed out, training is necessary to ensure that staff members are equipped with the skills and knowledge to manage electronic records effectively. Without regular training, staff members may not be aware of the latest best practices in ERM, resulting in inadequate management and potential loss of valuable information. Therefore, adequate training funding allocation is crucial for the effective management of electronic records. South African government departments often operate within fixed budgets, and competing priorities may limit the allocation of funds to records management programs. The need to address immediate concerns or crises may divert resources away from long-term investments in training and infrastructure for ERM. Such funding ensures that government departments have the necessary resources to develop and implement effective ERM systems, provide regular training to staff members and implement adequate security measures to protect electronic records from loss, theft or unauthorised access.

Compliance with legislative frameworks, policies and enforcement.

The administration of records within the public sector is bound by legal and regulatory obligations. It is advisable to revise records management legislations to encompass the nuances of ERM. Given that records management systems are instrumental in conducting organisational affairs, the effective management and preservation of authentic and dependable electronic records generated by these systems necessitate a robust legislative framework (Mosweu, 2018, p. 175).

Across the globe, governmental entities have implemented legislative frameworks to provide directives for the management of records and archives. As articulated by the International Council on Archives (ICA) (2004), these legislative measures serve to offer guidance on the management of records by delineating how records should be administered and specifying the types of records integral to archival preservation. Additionally, they articulate the conditions governing the accessibility of preserved records and delineate the authorised recipients of such information (Malatji and Marutha 2023). According to observations by Ngoepe and Saurombe (2016, p. 24), legislation pertaining to records management typically manifests in the form of national archives acts that significantly influences the manner in which records, including digital archives, are governed. In 1996, the NARSSA Act 43 of 1996 was enacted, serving as a pivotal legislative instrument in South Africa. The majority of records management policies within South Africa were formulated in alignment with the guidelines set forth by the NARSSA Act (Netshakhuma, 2019). The NARSSA Act, in particular, provided directives intended to aid governmental bodies in enhancing transparency and accountability through improved records management practices (Netshakhuma, 2019).

Henceforth, as asserted by Keakopa (2007), South Africa has instituted policies delineated by the NARSSA Act to govern the management of records. Furthermore, Muchaonyerwa and Khayundi (2014, p. 43) affirm that all governmental bodies in South Africa are mandated to facilitate the proper management of records across diverse formats in accordance with the stipulations of the NARSSA Act. Compliance with the regulatory framework, specifically the NARSSA Act, is essential. For instance, the management of records is governed by legislative instruments including the NARSSA Act of 1996, the Protection of Personal Information Act (Act No. 4 of 2013) (POPIA) and the Promotion of Access to Information Act No. 2 of 2002. Notably, two additional legislations, the Electronic Communications and Transactions (ECT) Act and the Regulation of Interception of Communications Act (RICA), were promulgated in 2002 to address the challenges associated with digital records (Katuu and Ngoepe, 2015, p. 3; Ngoepe et al., 2022).

Government officials need to be aware of and adhere to the policies and guidelines on records management, as non-compliance can lead to loss of vital records and poor preservation, classification and access to electronic records. Ngoepe and Katuu’s (2018) empirical evidence shows that electronic public records and their need for proper management are a reality for all public sector institutions in South Africa. However, the legislation for and regulation of digital records in South Africa has shortcomings. Therefore, ERM programmes with formulation of proper strategies that incorporate appropriate tools and media software into existing business operations for the creation, capture, appraisal and preservation of digital records should be advanced (Matlala et al., 2022).

Conclusions and recommendations

Based on the reviewed empirical research, this study asserts that the ERM practices in government departments of South Africa are extant and evolving but are not without challenges. The study’s findings revealed that although electronic records are important for service delivery in South Africa, existing records management programmes are not efficient and effective and do not sufficiently comply with the legislative and statutory requirements. A lack of sufficient infrastructure and the necessary human capital are major challenges to records management for service delivery. As such, this study underscores the pressing need for comprehensive reforms and strategic interventions to fortify the ERM landscape within government departments in South Africa. Addressing these challenges is imperative to enhance the effectiveness and compliance of records management programmes, thereby contributing to improved service delivery outcomes.

Based on these findings, the study recommends that South African government departments enhance their existing records management programmes for service delivery by implementing the following:

• Enhance compliance with the legislative and statutory requirements for efficient and effective records management for service delivery. Through developing and disseminating clear guidelines outlining legislative and statutory requirements for records management by conducting regular training sessions and workshops to educate staff on compliance obligations. Additionally, establishment of an internal audit mechanism to assess and monitor compliance regularly. As well as introducing incentives for departments that consistently meet or exceed compliance standards.

• Implement an ERM system (ERMS) based on national and international standards for timely and expanded service delivery (given the Covid-19 pandemic), by conducting a comprehensive needs assessment to identify the specific ERMS requirements. This should engage relevant stakeholders, including IT specialists, in the selection or development process s. Moreover, the ERMS must ensure seamless integration with existing systems and workflows, and establish contingency plans for system maintenance, upgrades and potential cybersecurity threats.

• Facilitate professional training for all staff, including attendance of seminars, workshops and workplace training. Collaborate with professional organisations to provide specialised training for records and information practitioners. Line managers must encourage staff to attend relevant conferences and workshops to stay abreast of industry best practices. Implementation of the mentorship programmes to enhance on-the-job learning and a continuous learning culture with regular refresher courses.

• Develop adequate capacity for infrastructure and human resources for ERM. There must be allocation of budgetary resources for the acquisition and maintenance of ERM infrastructure. Recruit or train personnel with expertise in ERM and foster collaboration with external agencies or experts to augment capacity. Lastly, develop a strategic plan for scalability to accommodate future growth in electronic records. Invest in state-of-the-art technological infrastructure to support digital records management.

• “There should be promulgation of sound digital records management laws and policies that empower records and information practitioners to carry out sound records management practices, as such technologies present a new set of challenges to the records and information management fraternity” (Chaterera-Zambuko et al., 2023, p. 67). Address the need for a comprehensive legislative and policy framework, robust integration of digital records practices in government e-government efforts and adequate technological infrastructure support. Collaborate with legal experts, practitioners and policymakers to draft and enact comprehensive digital records management laws and policies, testing to ensure alignment with international best practices and standards; and establish a mechanism for regular review and updates to adapt to evolving technological landscapes.

• Government departments should implement comprehensive awareness and training programmes focused on the relevant legislative frameworks for ERM. These programmes should target all government officials and emphasise the importance of compliance with the Public Records Act of 1993 and the Promotion of Access to Information Act of 2000. Establish a system for conducting regular audits of ERM practices within government departments to assess compliance levels and identify areas and recommendations for improvement. Ongoing monitoring can help ensure adherence to these frameworks.

Figures

Figure 1.

Search and screening methodology along PRISMA guidelines