Change management practices in the implementation of records management programs: a case study of Tlokweng Land Board

Abstract

The problem investigated in this study is that there is little or no progress in the implementation of land records management programs, particularly in the Ministry of Lands and Housing (MLH)-Botswana. The high incidence of poor service delivery in the public sector is a key factor that has put pressure on government organizations to re-engineer records management programs. MLH is one of the departments that has implemented numerous land records systems in order to alleviate challenges of poor land records management. However, despite the potential benefits of re-engineering records management programs, the adoption and utilization of records management systems has been slow and consequently systems have collapsed or failed. There are many possible barriers to the implementation of records management programs but the most salient one is poor change management. The prime objective of this study was to explore change management practices in the implementation of records management programs at Tlokweng Land Board (TLB). The study adopted a pragmatic paradigm and employed a case study research design to collect data at Tlokweng Land Board. The research made use of mixed methods approach to collect data using questionnaires, interviews, participatory observation and document reviews. Purposeful sampling was used to solicit data from 53 participants in the land board. Research findings provide evidence that TLB has implemented a number of changes such as the electronic index, LAPCAS, new filing system and classification scheme. Based on Kotter’s change management model and Prosci’s ADKAR model, the study established that Tlokweng Land Board is to somewhat extent implementing changes successfully. The main conclusions drawn from this study are that numerous change initiatives implemented at TLB were prompted by various challenges such as; security and access issues, incomplete and unintegrated records. Furthermore the study concludes that communication has been used as the most effective tool for managing change at TLB. However, TLB has not yet managed to reinforce the change implemented as it was noted that there is lack of adequate training and motivation of change champions. Moreover, the change management team has little training on the change management framework produced by MLH. The study also discovered some emerging issues pertaining to records management at TLB. These issues included challenges encountered during change implementation; resistance and lack of access to files. The study established that success factors for an effective records v management program are records management policy, management support and security of records. Moreover implementation of new programs improved the image of Tlokweng Land Board. Based on the findings of this study, the researcher recommends the following; implementation of MLH change management framework at land board level, motivation of change champions, training and coaching of personnel, putting in place a communication plan and disaster preparedness plan. This study is original and it introduced the concept of change management in the implementation of land records management programs. A change management framework or lens has also been designed and recommended for use by records management professionals. The study also outlines areas for further research in the field of land records management.