KRA to launch digital staff management system to boost service delivery, enhance transparency

The new approach, unveiled during a Citizen Assembly in Eldoret, is meant to address long-standing complaints from business owners about delays, poor communication, and unclear follow-up after meetings with officials.

The Commissioner for Micro and Small Taxpayers, George Obell, stated that the authority sought a clearer picture of what happens when officers interact with members of the public outside KRA offices. 

Under the changes, field staff will use handheld gadgets to detail their assignments, the kind of help offered, and steps taken, creating a traceable record of each engagement.

Obell said the upgrade will also cut the need for officers to travel back to their stations to complete processes. Using mobile-based access to internal platforms, staff will be able to sign up new taxpayers, retrieve records, respond to queries, and give on-the-spot guidance while still on location.

Location-mapping features have also been built into the platform, enabling supervisors to see where staff are deployed, distribute duties more effectively, and confirm that assigned work has been completed. 

“This will significantly improve support to taxpayers while also enhancing accountability and operational efficiency in tax administration,” Obell stated. 

He added that the authority is keen to sort out disagreements through dialogue rather than confrontation, saying the tax body wants a more cooperative relationship with the public. According to Obell, the system is expected to be operational in early April.

Commissioner for Shared Services, Nancy Nge’tich, added that the move was informed by feedback showing that requests made in the field often took too long to reach the relevant offices. 

“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 noted. 

On the other hand, the KRA Board Chairman, Ndiritu Muriithi, revealed that discussions are underway in reviving President William Ruto's proposal for the rebranding of KRA to the Kenya Revenue Service (KRS). 

This, he stated, would make the taxman more customer-friendly and approachable. 

“Our vision of a modern Kenya Revenue Authority is one where tax compliance is seamless, dignified, and accessible to every Kenyan,” the Chairman stated. 

“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.”