assessment of the management of email based records at apa insurance company limited

Description

The study was established to investigate the management of email based records at APA Insurance Company Limited with four major objectives; (1) identifying the types of email records; (2) examining email based records management practices; (3) finding out the challenges in the management of email based records; and (4) identifying and proposing recommendations to improve on the management of email based records. A qualitative approach to research was used to carry out the study. Descriptive methods of data collection, data analysis and interpretation such as interviews and observation were used to gather and make meaning from study findings. Data was collected from a sample population of 12 respondents who included email system administrators and users. The researcher purposively selected these respondents for their extensive knowledge of the topic under study. Findings of the study revealed that email based records were generated, used, maintained and stored by APA Insurance and these took form of; text-based documents; attachments; data sets and multi-dimensional documents. These included financial records, staff records, client records and administrative records. Among these, include client records such as client details, financial standings, businesses, payment details, physical address, health conditions, work records were discovered to be in smaller quantities. Others include policy covers, renewals, premiums paid, outstanding balances, claims and complaints placed, claims paid and outstanding, choice of insurance type. Backup which is mainly through paper means and server storage is the only security measure used to counter risks of loss. The study discovered several challenges in the management of email based records which include lack of a records management policy, absence of staff skill development programmes, increased information overload and incoming emails, absence of disposal and retention schedules and practice guidelines/ manuals, limited funding to the unit, lack of management training and lack of professional records personnel. However, the study revealed that a positive perception on the relevancy and value of managing email based records, improved funding and staff recruitment and development, building up a separate records unit, establishing records management policies and practice guidelines / manuals would promote efficiency, effectiveness, and economy in email based records management at APA Insurance Company Limited.