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Managing Change in Electronic Document and Records Management System Implementation at the Ministry of Investment, Trade, and Industry in Botswana

Electronic document and records management systems (EDRMS) have been implemented in organisations in order to, among others, improve delivery of services. Implementation alters work processes, and if the change is not properly managed, intended deployment benefits are not realised. The Ministry of Investment, Trade, and Industry (MITI) implemented the Document Workflow Management System (DWMS), an EDRMS, to improve service delivery through a technology-enhanced records management system. Implementation faced user resistance. Using documentary reviews and interviews to collect data, this chapter describes the change management activities instituted to promote adoption and use of DWMS. Data collected from purposively selected action officers and records officers was analysed thematically. The study found that the poor management of change brought by DWMS led to resistance to adopt and use the system.