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This case study provides an account on how the Royal Bafokeng Administration (RBA) implemented a web-based Records and Document Management System to improve service delivery in the community.  Prior to the implementation of the aforesaid system, RBA was losing lot of critical business information and knowledge due to the lack of a proper centralized records and document database.  RBA had also noted that the manual archiving of records and documents was mostly disintegrated and not reliable.  On the other hand, RBA realised that like any other organisation in South Africa, it has to comply with the legal requirements to take a formal approach to records, correspondence, contracts, and document management. The organisation decided to implement a system that is web-based so that the relevant stakeholders could access any single records management component, document management component, workflow function, item and/or resolution repository via the Internet based on predefined permissions allocated to individual users.  The accessing of the aforementioned data and information could be done anytime and anywhere because the system is web-based. After a very extensive tendering process, the RBA selected the Collaborator Foundation System as its Enterprise Content Management System.  The Records Management Policy and Retention Schedules were established to ensure that the implementation was done within the organisational policy parameters and in line with the legislation of the of South Africa.