Philosophiae Doctor - PhD / South Africa has placed emphasis on evidence-based decision-making for justifying service delivery improvement decisions. Evidence-based decision-making entails decisions made by referring to verifiable facts and figures available from a variety of sources of evidence such as organizational records. Records are created or received during the conduct of business and contain evidence of organizational activities. Their use as sources of evidence is continuous. Most records management scholars hypothesize that the use of records as sources of evidence for decision-making contributes to improved service delivery. In the same breath, some scholars lament their minimal use as sources of evidence for decision-making in the South African public sector due to poor records management. This descriptive, positivist quantitative study used a cross-sectional survey to determine the extent to which records as sources of evidence were used for evidence-based decision-making by senior managers in Western Cape governmental bodies,

The purpose of this study was to investigate the implementation of Enterprise Content Management (ECM) system at Western Cape Government (WCG), South Africa. The study evaluated the state of the implementation in order to establish whether the system met information and records management requirements and objectives. A probability sampling was used on a total population of 51 respondents and participants. The data were triangulated using multi-methods, whereby both qualitative and quantitative approaches were adopted in a sequential manner. A structured online survey questionnaire, online interviews, and document analysis were used to collect data, which were descriptively analysed. The study revealed that although the WCG has embarked on digitisation projects, which culminated in the department-wide implementation of ECM, the system was not evaluated regularly and consistently. This resulted in an inability to capture the lessons learnt – as well as a failure to realise the full benefits of implementing the system. The findings also showed that ECM implementation at WCG encountered some challenges – for example, inadequate training provided to staff, lack of adequate technology infrastructure, and poor technical support with regard to systems for managing digital records – that impacted on the system’s efficiency. Some of the recommendations of the study are that WCG should consider conducting regular ECM reviews to determine whether the system performs as required in terms of bringing about expected benefits, such as easy retrieval of digitally stored content. Departments should also ensure that there is an alignment among various digital applications for the purpose of creating a single enterprise platform that promotes collaboration and knowledge sharing. A study of ECM implementation in other provinces would enable a comparison of how the system performs elsewhere, including how it could be used as a viable option for organisations to promote digitisation. / Information Science / M. Inf. (Information Science)