The Kenya Revenue Authority (KRA) has officially launched the 2025 Customer Service Week celebrations in Mombasa under the theme “Mission Possible: Intelligent Customer Service,” coinciding with the authority’s 30th anniversary.
The week-long activities kicked off with a symbolic 9-kilometre cycling exercise from Customs House to the Kenya School of Revenue Administration (KESRA), underscoring KRA’s commitment to continuous engagement and partnership with taxpayers.
Speaking during the launch, Commissioner for the Shared Services Department, Nancy Ng’etich, said the occasion provided an opportunity to reflect on KRA’s growth and reaffirm its dedication to service excellence.
“As we celebrate our 30th anniversary, we are proud to announce that over 508,000 taxpayers have embraced the Electronic Tax Invoice Management System (eTIMS), which has simplified compliance, especially for taxpayers in the informal sector,” she said.
Ng’etich added that KRA is on course to achieving its target of one million eTIMS users by June 2026.
“It’s not just about taxes collected, but about building trust, partnership, and a system where taxpayers feel valued and supported,” she noted.
Reiterating KRA’s guiding values of being Trustworthy, Ethical, Competent, Helpful, Innovative and Simple (TECHIS), Ng’etich emphasised the need for empathy and responsiveness in customer service.
She also commended KRA staff for their dedication, noting that their efforts continue to drive record revenue collection and strengthen national development.
Mombasa County Secretary and Head of Public Service, Jeizan Faruk, who represented the County Government, lauded KRA as a key partner in enhancing local revenue mobilisation and supporting economic growth.
He noted that taxpayers from the southern region contribute about 25 percent of national revenue, reflecting their patriotism and commitment.
On his part, KESRA Principal, Dr Fred Mwirigi, said Customer Service Week highlights KRA’s transformation through innovation, with eTIMS standing out as a model of efficient and intelligent service delivery.
He urged KRA to consider developing a modern conference facility at KESRA to host about 300 staff members and enhance future training and stakeholder engagements.
By Sitati Reagan and Hassan Bahati
