Influence of the COVID-19 Pandemic on the Provision of Records Management Services at the De Beers Group, South Africa

Organisations such as De Beers are still redefining the services they offer and how they offer them in an environment where shifts due to the COVID-19 pandemic have accelerated and complicated many processes related to records management. Unfamiliar with the challenges brought about by the pandemic, organisations found it difficult to provide sustainable records management services to their patrons. Furthermore, the changes brought about by the pandemic lingered, having ripple effects and an influence on the provision of records management services until today. Therefore, this study examined the influence of the COVID-19 pandemic on the provision of records management and suggested possible strategies for improving the provision of records management services post-pandemic at the De Beers Group, South Africa. To achieve the stated purpose, the study adopted an interpretivist paradigm associated with a qualitative research approach through a single-case study design. Data were collected through document analysis and conducting interviews with purposely selected records management professionals at the De Beers Group. The data collected were presented and analysed thematically in a narrative description. The findings of the study indicated that the De Beers Group implemented a new working style during the pandemic by embracing a hybrid working environment and implementing new information technology and digital solutions, such as the Inmagic program and EDRMS (electronic document and records management system) for records management initiatives, to improve records management services and maintain both manual and electronic records. The study findings showed that some records management professionals did not have the necessary resources, such as laptops and remote access systems, to perform their duties during and post-pandemic. The lack of the necessary ICT (information and communication technology) training and technical skills brought about by the pandemic was also one of the factors hindering records management services at the De Beers Group. The major findings of the study revealed that the De Beers Group has experienced unforeseen consequences during the pandemic, including remote work, challenges in accessing records, misfiling of electronic records resulting from the volume of online records that were generated during the pandemic, a lack of reviewed policies that would also include records created during the pandemic, and a lack of electronic records management practices. The study also revealed the need to adopt guidelines to guide records management following a disaster or pandemic, utilising cloud services to store, preserve, and retrieve electronic records. The study presented several recommendations including the need for records professionals to be provided with resources such as laptops and internet access and the need to invest in the training and re-skilling of records management professionals to ensure that they are able to perform optimally in the post-pandemic era. Furthermore, reducing physical record retention and revising its policies and legal frameworks to accommodate newer technologies that have emerged as a result of the pandemic were recommended. The study concluded that post-pandemic strategies for improving records management services emphasised adjustments in records management through new technology and digital means.