Management of records poses great challenges to many organizations over the world. However, the efficient management of records has tremendous and great potential of making work easy, enhancing working relations, improving the corporate image as well as increasing productivity besides enhancing efficiency and effectiveness. Indeed, many organizations with the advent of Information and Communication Technology have gone hi-tech in records management which has not only enhanced their efficient production but has also reduced the labor costs albeit on the negative perspective. At the Diamond trust bank, Ntinda branch, the management of records has presented serious challenges as regards productivity yet the Government through the e-government project instituted the implementation of book keeping. Many documents necessary for public utility are now available online, many activities and services are being offered online and more so, files and documents are being tracked online either by the officer working on the file, the manager in charge of the processes as well as the client, for some non-sensitive documentation. The study sought to find out how records management affects service delivery in the perspective of accessibility, retrieval of information, the book keeping practices in an organization, the accountability and transparency of the processes at the Department and as well as the quality of the services being rendered to the clients. The study employed a conceptual framework seeking to illustrate the relationship between the various variables in this study and records management at the Department of Immigration. The study targeted all the 413 staff at the Department’s Headquarters but sampled 90 members of staff representing a 21.98 % using stratified random sampling. From the findings, the majority of them (49) representing 76.6% said that they were not aware while the remaining 11 respondents (17.2%) said that they were aware. This was a clear indication that the Department needed to do better in informing its employees on the policies and legislation that governed the management of book keeping. There is need to enhance the application of ICT has it is indicated to affect the management of book keeping within the Department. The level of training affected the management of book keeping and thus there is need to ensure that the employees are trained to suit the performance of the assignments that the management of book keeping entails.