Change management: a critical factor for successful implementation of an electronic document and records management system (EDRMS): a Namibian case study

Abstract

The use of information and communication technologies to conduct business has seen a rise in the creation of electronic records. Electronic records have added to the challenges of managing records which has seen implementation of electronic document and records management systems (EDRMS) in an attempt to address the challenges. This paper is based on a study which investigated the implementation of an EDRMS in the public service of Namibia. The purpose of the study was to investigate the factors affecting the implementation of EDRMS in the Namibian public service with a view to establishing the critical factors. Interviews were conducted with system end-users and system administrators. The factors which were found to impact the implementation were: Management support; resource commitment; conversion of paper records to electronic format strategies; concerns for safety and security of e-records; system maintenance; and user buy-in. All these factors collectively relate to change management because addressing them rely on managing the disruption that the changes will bring as well as ensuring acceptance of the changes by the affected staff. The study established that there was a struggle in obtaining user buy-in due to a lack of interest and negative attitude towards the system resulting in its very low usage. The recommendations include records management awareness for all staff; training to equip staff with basic computer skills and use of the EDRMS, inducing ownership of the EDRMS through decentralising some aspects of EDRMS administration from the Office of the Prime Minister (OPM) to the various government offices, ministries and agencies (OMAs).