The Kenya Revenue Authority, KRA, has unveiled a new technology driven staff management system that will allow officers to register taxpayers in the field and improve service delivery, transparency, and voluntary tax compliance.
The announcement was made during a Citizen Assembly in Eldoret by the Commissioner for Micro and Small Taxpayers, George Obell, who said the reforms respond to taxpayer feedback on inefficiencies, staff integrity concerns, and weak information flow during field engagements.
Field registration and real time services
The new system will equip KRA field officers with digital devices that enable them to provide services without returning to the office. Through a smartphone enabled solution, officers will be able to register new taxpayers, access back office systems, query information, and give immediate feedback while on location.
According to KRA, the technology will also provide visibility into all interactions between taxpayers and field officers, including their areas of assignment, the nature of engagements, and actions taken. This is expected to improve turnaround times and strengthen accountability.
Obell said the system will significantly improve support to taxpayers while enhancing operational efficiency in tax administration. He added that the Authority is committed to building forward looking partnerships with taxpayers and supporting them in resolving disputes collaboratively.
GIS tracking and workflow automation
The platform is GIS enabled, allowing the Authority to track officer deployment, assign tasks more effectively, and ensure assignments are completed as required.
Commissioner for Shared Services Nancy Nge’tich explained that KRA identified several inefficiencies from the taxpayer perspective, including delays in accessing support services and slow information flow from the field to the offices responsible for resolving issues.
She said the workflow based solution will allow information collected in the field to be transmitted instantly to the back office for processing, while management will gain real time visibility of officer deployment and task progress.
Rollout timeline and training
KRA said the workflow and engagement solution is about 60 per cent complete, with the remaining work expected to be finalised within two weeks. Training for officers will follow ahead of a full rollout planned for early April.
