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Author
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Nyanga, Masline
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Title
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Digitalisation of records for improved case management in Zimbabwe: a case study of Bantwana Zimbabwe
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Abstract
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The research titled "Digitalisation of Records for Improved Case Management in Zimbabwe: A Case Study of Bantwana Zimbabwe" is a qualitative case study exploring the opportunities and challenges of digitizing case management records in Zimbabwe's social work sector, specifically focusing on Bantwana Zimbabwe, an NGO that supports orphans and vulnerable children. Despite global technological advancements, Zimbabwe has been slow to adopt digital solutions. This study examines how digitization affects case management efficiency, accessibility, and decision-making in resource-constrained environments. Guided by the Technology Acceptance Model (TAM), the research involved in-depth interviews, focus group discussions, and document analysis with ten participants, including community cadres, social workers, and project officers from three Bulawayo wards. Findings revealed that transitioning to digital systems, particularly the mobile-based CommCare platform, led to significant efficiency gains, such as a 60% reduction in reporting time and improved decision making through automated analytics that enhanced transparency and supported timely interventions. Centralized data management reduced the risk of physical damage or loss. However, challenges emerged, including infrastructural barriers like unstable electricity and internet connectivity, which forced workers to rely on offline solutions that increased workloads. Older cadres experienced techno stress and resistance to digital adoption due to limited training, contrasting with younger staff who embraced the tools. Concerns about sustainability arose from donor dependency, and social workers faced data overload, complicating critical decision-making. The study emphasizes the tension between the transformative potential of digitization and contextual limitations, highlighting generational divides, infrastructural gaps, and top-down implementation that could exacerbate inequities in service delivery. Recommendations include tiered on boarding for training, context-sensitive infrastructure, stakeholder co-design, and policy actions to enhance rural broadband and data literacy.
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Date
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June 2025
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Publisher
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BUSE
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Keywords
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Digitalisation
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Case Management
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Supervisor
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Nil
Nyanga, Masline.pdf