Authors : Zalenga Mandiza; Dr. Chisala Bwalya

Volume/Issue : Volume 10 - 2025, Issue 12 - December

Google Scholar : https://tinyurl.com/aewzxmjp

Scribd : https://tinyurl.com/2p9zb8pt

DOI : https://doi.org/10.38124/ijisrt/25dec1378

Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.

Abstract : This study examined the effectiveness of Electronic Land Record Management (ELRM) in improving service delivery at Lusaka City Council (LCC). The research was motivated by the persistent challenges of poor records management in public institutions, which weaken transparency, delay service delivery, and reduce public trust. A case study design was used, with data collected from 50 staff members and clients through questionnaires, interviews, and document reviews, supported by both qualitative and quantitative analysis. The findings revealed that while some departments such as City Planning use ELRM systems, about 60% of LCC still depends on manual record keeping, leading to delays and inconsistencies. Furthermore, 72% of staff reported not receiving formal training in ELRM, while limited internet access, inadequate equipment, and lack of a standardized policy across departments constrained system effectiveness. Despite these challenges, most respondents recognized the potential of ELRM to enhance efficiency, reduce errors, and improve transparency if properly implemented. Overall, the study demonstrated that with the right investments and policies, ELRM can significantly transform public service delivery, strengthen accountability, and enhance citizen satisfaction at Lusaka City Council and other public institutions.

Keywords : Electronic Land Record Management, Service Delivery, Public Institutions, Lusaka City Council, Records Management.

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