Digitization of Human Resource Records and Service Delivery in Higher Education Institutions in Kenya
DOI:
https://doi.org/10.51359/2594-8040.2026.270493Keywords:
digitization, records, service delivery, human resource managementAbstract
Despite most Kenyan universities adopting digital systems such as ABNO and other ERP frameworks, they continue to deploy paper-based HR records for their operations. This results in risk of records tampering, loss inefficiencies and delays. This study explored the impact digitizing human resource records on service delivery within higher education institutions (HEIs). The study sought to: explore the influence of secure digital storage of HR records on service delivery in HEIs; determine the effect of ease of retrieval and accessibility of digitized HR records on service delivery; assess how record integrity and accountability arising from digitization influence service delivery; and evaluate the effect of space optimization and operational efficiency resulting from digitization on service delivery. Systematic Literature Review (SLR) hinged on the PRISMA framework was used to screen evidence from peer-reviewed studies, published between 2016 and 2026. Out of 342 records found, 40 relevant studies were selected and applied the Critical Appraisal Skills Programme (CASP) tool to evaluate them. The findings show a strong concurrence that digitization of HR records strengthens service delivery in HEIs through operational efficiency, improved security, accountability, and accessibility. Secure digital repositories bolster service continuity, data reliability, and protection, while enhanced accessibility results in institutional responsiveness and timely decision-making. Further, digitization improves trust and transparency through access controls and audit trails, while streamlining HR operations, optimizing storage space, and minimizing administrative workload. However, the effectiveness of digitization depends on institutional support, adequate infrastructure, technical capacity, and governance frameworks.
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