Perceptions Regarding the Use of Digital Records in Zimbabwe’s Public Sector

The adoption of digital records management in Zimbabwe’s public sector is critical for promoting transparency, accountability, and good governance. However, its success hinges on the perceptions and attitudes of government employees who interact with these systems. This study aimed to explore how government workers perceive digital records and to propose strategies that enhance their use and acceptance. Guided by the technology acceptance model (TAM), which focuses on perceived usefulness and ease of use, the research adopted a qualitative approach using a multiple case study design. Data were collected through interviews and observation across 16 ministries, involving 26 purposively selected participants from records and ICT departments. Thematic analysis was used to interpret the findings. The results revealed that although employees acknowledged the advantages of digital records, they harboured significant concerns about their trustworthiness. Key issues included fears about data security, privacy risks, high implementation and maintenance costs, power outages, and doubts over legal compliance. The absence of an electronic document and records management system (EDRMS) in most departments also contributed to scepticism because digital records created outside such systems were viewed as untrustworthy. Many departments thus retained a hybrid system of both paper and digital records owing to low confidence in digital-only solutions. The study concludes that negative perceptions driven by technological, legal, and infrastructural challenges undermine the full adoption of digital records. It recommends the implementation of EDRMS, investment in ICT training for records professionals, and change management initiatives to support the shift from paper-based to digital records systems.