By C, KNA
The Kenya Revenue Authority (KRA) has reaffirmed its commitment to make tax compliance easier and more accessible for micro and small enterprises (MSEs), reaffirming its commitment to supporting this critical sector of the economy.
Speaking during a citizen assembly forum in Mombasa, George Obell, Acting Commissioner for Micro and Small Taxpayers, said the Authority is actively responding to feedback from taxpayers to simplify tax processes and reduce the cost of compliance.
“One of the most persistent challenges we have heard relates to digital access. Not every taxpayer has a smartphone, stable internet, or the digital literacy required to interact with KRA platforms such as iTax or eTIMS,” Obell said.
To bridge this gap, KRA has rolled out a USSD service that enables taxpayers to access essential services without internet connectivity or smartphones. By dialing *222# and selecting Option 5, taxpayers can now retrieve or verify PINs and access other services from any mobile phone. In addition, a WhatsApp chatbot has been developed to assist smartphone users.
The Authority is also decentralising services through an agent model similar to banking agents that will expand reach beyond the current 136 service centres serving an estimated 22million registered taxpayers, which largely serve urban areas.
The first 10,000 agents are set to be recruited this year to provide basic services such as registration, filing, and payments, while earning commissions.
KRA is further enhancing public awareness through reinforced tax education and outreach programmes to help taxpayers better understand their obligations.
“Our focus is not on the past. We are here to empower and support taxpayers for the future,” Obell added.
KRA Board Director, Lydia Rono, emphasized the importance of taxes in national development, urging Kenyans to embrace compliance as a civic responsibility.
“Taxes are the lifeblood of the economy. A country that cannot mobilise its own revenue cannot develop at the pace its citizens expect,” she said.
She explained that the Citizen Assembly initiative, under which the Mombasa forum was held, is designed to create an open platform where KRA can engage taxpayers directly, listen to their concerns, and build public trust.
During the forum, Evans Momanyi of the Capital Youth Caucus Association called on KRA to extend its services to the grassroots, targeting small business owners who often default on tax payments due to lack of awareness.
He urged the Authority to adopt people-centered policies, including flexible payment plans that allow business owners to clear arrears without facing undue pressure.
Momanyi stressed that youth, women, and persons with disabilities should be supported in meeting their tax obligations without intimidation.
“We are ready to pay taxes, but not to be harassed, or to have taxes collected by staff accompanied by police as if we are living under a dictatorship country,” he said.
Citing Article 43 of the Constitution on economic and social rights, Momanyi called for inclusive and transparent governance.
“We believe in and support the president’s transformative Bottom-Up Economic Agenda. However, Kenyans expect leadership that sets the right example. It is deeply concerning when individuals facing criminal cases, especially those accused of misappropriating public funds, are allowed to hold positions of power. This creates a gap in leadership and undermines public trust,” he said.
He urged the President, the National Treasury, and KRA to take the lead in sealing corruption loopholes and ensuring accountability, noting that meaningful citizen participation in the national agenda requires transparency and integrity.
Through these reforms and engagements, KRA aims to expand access, simplify compliance, and strengthen collaboration with taxpayers in driving Kenya’s development agenda.