KENYA Revenue Authority is now banking on a technology-driven staff management system to improve service delivery, enhance transparency and support voluntary tax compliance.
Commissioner for micro and small taxpayers George Obell said the reforms respond directly to feedback from taxpayers on inefficiencies, including integrity of some staff and weak information flow in existing staff-taxpayers engagements in the field.
Obell said the authority is rolling out a new system to monitor and manage staff engagements with taxpayers, with a focus on transparency, accountability and service efficiency.
He spoke at a Citizen Assembly in Eldoret, Uasin Gishu county.
The system will provide visibility into all interactions between taxpayers and KRA field officer, including officers’ areas of assignment, the nature of engagements and actions taken.
In addition, officers will be equipped with digital devices to enhance transaction visibility and accountability.
The commissioner said the technology will allow officers to serve taxpayers without the need to return to the office, improving turnaround time and efficiency.
Through a smartphone-enabled solution, officers will be able to register taxpayers, access backoffice systems, query information and provide immediate feedback while in the field.
The system is also GIS-enabled, allowing KRA to track officer deployment, assign tasks more effectively and follow up to ensure assignments are completed as required.
“This will significantly improve support to taxpayers while also enhancing accountability and operational efficiency in tax administration,” Obell said.
He reaffirmed KRA’s commitment to resolving disputes through collaboration, saying the authority seeks to build forward-looking partnerships with taxpayers.
“We want to walk together with taxpayers going forward, not backwards,” he said, adding that KRA will actively support taxpayers in resolving any conflicts with the authority.
He disclosed that the new workflow and engagement solution is already under development, with customisation about 60 per cent complete.
The remaining work will be finalised within the next two weeks, followed by officer training ahead of full rollout.
“We expect the system to be operational by the beginning of April, during the fourth quarter,” he said.
Explaining the rationale behind the new system, commissioner for shared services Nancy Nge’tich said KRA has identified several inefficiencies from the taxpayers’ perspective inherent in staff management, resulting in delays in accessing support services and slow flow of information from taxpayers to KRA offices responsible for addressing raised 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.
“The system will also give management real-time visibility of where officers are deployed, the type of support they are providing to taxpayers, and the progress of assigned tasks.”
Meanwhile, KRA board chairman has disclosed that the authority has considered returning to Parliament to pursue the rebranding of KRA to Kenya Revenue Service (KRS), in line with its evolving service-oriented mandate.
He noted that KRA has been recognised among the top three tax administrations globally for embracing citizen engagement to enhance compliance.
“Our vision of a modern Kenya Revenue Authority is one where tax compliance is seamless, dignified and accessible to every Kenyan,” the chairman said.
“We are investing in technology to simplify our systems, reduce complexity, and save time. Beyond technology, we are transforming our culture, from enforcement to facilitation, from control to service, and from fear to trust.”
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