The Kenya Revenue Authority (KRA) has rolled out a series of customer-focused reforms, including a technology-driven staff management and workflow system, aimed at improving service delivery, strengthening trust and boosting voluntary tax compliance.
Speaking during a Citizens’ Assembly held in Eldoret, Uasin Gishu County, KRA Chairperson Ndiritu Muriithi said the forum is a new engagement platform designed to listen to taxpayers and co-create solutions that improve tax administration.
He noted that the initiative is aligned with KRA’s Ninth Corporate Plan, which prioritises a shift towards a customer-centred and service-orientated approach.
“Our goal is to engage our customers, understand them, listen to them, and work together to improve our processes,” said Muriithi.
He said KRA is investing heavily in technology to simplify systems and make it easier for Kenyans to meet their tax obligations, adding that compliance remains a key pillar in national development.
The chairperson further disclosed that the authority is considering returning to Parliament to pursue the proposed rebranding of KRA to the Kenya Revenue Service (KRS), noting that the name change will come at the end of an ongoing cultural and systems transformation.
Commissioner for Micro and Small Taxpayers, George Obell, said the Authority is responding directly to feedback from taxpayers on inefficiencies in field engagements by deploying a new staff management and workflow system.
He explained that the solution will provide visibility into officers’ interactions with taxpayers, including areas of assignment, nature of engagements, and actions taken, to enhance transparency and accountability
Obell added that officers will be equipped with smartphone-enabled digital tools that allow them to register taxpayers, access back-office systems, query information and provide immediate feedback without returning to the office, adding that the system is also GIS-enabled, enabling KRA to track officer deployment, assign tasks effectively and monitor progress in real time.
“This will significantly improve support to taxpayers while also enhancing operational efficiency in tax administration,” he said, noting that development of the system is about 60 per cent complete, with the remaining work expected to be finalised within two weeks.
He said the solution is scheduled to be operational by the beginning of April, during the fourth quarter.
On her part, commissioner for Shared Services Nancy Ngetich said the new system addresses longstanding inefficiencies from the taxpayers’ perspective, including delays in accessing officers and slow flow of information from the field to KRA offices responsible for resolving issues.
“To address these gaps, we are deploying a workflow-based solution that enables information received in the field to be transmitted instantly to the back office for processing,” she said, adding that management will have real-time visibility of officer deployment, the type of support being provided and the status of assigned tasks
Ms. Ngetich noted that her directorate oversees human resources, finance and budgeting, facilities, logistics, and performance management, all of which are critical in supporting the Authority’s broader reform agenda.
The Citizens’ Assembly in Eldoret marked a significant step in KRA’s efforts to deepen citizen engagement, modernise tax administration and transition towards a service-driven, trust-based relationship with taxpayers across the country.
By Fredrick Maritim
