Electronic records management systems implementation in the Pakistani local government

Purpose - The purpose of this paper is first to present a case study where standardized case handling processes have been transferred from a manual system to an IT system, and then to demonstrate the implications of implementing an electronic records management system (ERMS) in an environment the Punjabi province of Pakistan - which is unfamiliar with the features embedded in ERMS. Design/methodology/approach - The methodology is a case study with first hand data observations, meetings, log files and secondary data (reports). Findings - Although ERMS implementation to date has been limited, the ERMS has led to increased efficiency and effectiveness of the government, increased transparency and accountability in decision making, and enhanced delivery of efficient and cost effective public services to citizens. Furthermore, the case indicates that IT implementation challenges are universal rather than dependent on the nature of the country. Practical implications - Lack of adequate training and design of user interface are key indicators of the limited success of implementation of ERMS in the department under investigation. Power and control are major challenges in ERMS implementation in Pakistani government departments. Originality/value - This paper investigates ERMS in local government in Pakistan, which is unfamiliar with the features embedded in ERMS.