Efficient and Effective Management of Land Complaints Records at Ministry of Lands, Housing & Urban Development (MLHUD)

Abstract

Good complaint records management practices can enhance the complaint resolution process in government agencies such as the Ugandan Ministry of Lands, Housing and Urban Development (MLHUD). This study aimed to assess the efficiency and effectiveness of land complaints records management at the Ministry of Lands, Housing, and Urban Development (MLHUD) in Uganda and propose improvement strategies. The objectives of the study were to: i)Assess the effectiveness of land complaints records management from capture to storage at MLHUD. ii) Evaluate land complaints records management retrieval processes at MLHUD. iii) Analyze the land complaints records management disposal and preservation system at MLHUD. iv) Explore the security measures of land complaints records management at MLHUD. A qualitative research approach and a document review retrospective research design were employed. Data was collected through structured interviews with 21 MLHUD staff and document review. The study revealed significant shortcomings in land complaints records management at MLHUD. Manual processes, paper-based records, and outdated technology hindered efficiency, accuracy, and accessibility. Retrieval was complex and time-consuming. Disposal and preservation lacked a structured plan, and security measures were inadequate. It was concluded that the current land complaints records management system at MLHUD is inefficient, ineffective, and poses significant risks to data integrity and security. This impacts service delivery, public trust, and land rights protection. A modern digital system, comprehensive staff training, a customized disposal plan, standardized recordkeeping, enhanced physical and digital security, and regular security awareness campaigns are recommended to improve land complaints records management at MLHUD.