Abstract:
There has been challenge to implementation of the Integrated Records Management System at the Directorate
of Public Service. This has continued to affect the delivery of service at the organization. The purpose of this
study was to examine the effects of implementing integrated records management systems on service delivery
at the Directorate of Public Service Management in Kenya. The study sought to establish the effect of user
involvement during implementation of IRMS on service delivery at the Directorate of Public Service
Management. The target population consisted of 344 integrated records management systems users in DPSM.
A sample of 251 was selected using stratified sampling method. A case study research design was adopted in
the study. The life cycle concept and records continuum concept guided the study. Data was collected using a
self constructed questionnaire. Data was analyzed using descriptive statistics that included percentages and
means and linear regression and presented in tables. The results indicated that user involvement during the
implementation of the IRMS had a positive and significant effect on service delivery at the Directorate of Public
Service Management (β = .226; p < 0.05). These findings imply that higher levels of user involvement during
implementation of the IRMS would result to higher levels of service delivery at the directorate. The study
recommends that IRMS or any other system implementation in the future should include users to understand
their needs and challenges so that the system implemented would serve their needs and ensure that
organization culture is supportive towards introduction of new systems.
