A probe into the factors for adoption and usage of electronic document and records management systems in the Botswana context

Abstract

Increasingly, public sector organizations are implementing records management systems with a view of improving service delivery. However, adoption and use of these systems has been found to be wanting. This study investigated the factors that influence the adoption and usage of a Document Workflow Management System at the Ministry of Trade and Industry in Botswana using a modified Unified Theory of Acceptance and Use of Technology (UTAUT) as a theoretical lens. The study adopted a survey research design hinged on a positivist approach. A questionnaire, with both open and closed-ended questions, was administered to all 61 Action Officers (with response rate of 87%) who were the key users of the system. The findings of the study indicate that the four major UTAUT constructs accounted for 55% of the variance in explaining behavioural intention to adopt and use the Document Workflow Management System. The study found technophobia, negative attitudes to system use, perceived system complexity and incompatibility with existing information systems as key factors contributing to low adoption and usage of the system. The study proposes a conceptual adoption framework that may be used to guide research and practice in similar contexts.

Keywords

document workflow management system electronic records management systems Botswana

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