The Kenya Revenue Authority (KRA) is set to introduce Stationless Personal Identification Number (PIN) Service Delivery, a new model designed to make taxpayer services accessible from any KRA office across the country, regardless of where one registered.
The reform aims to decouple taxpayer services from fixed physical stations, enabling individuals and businesses to receive assistance seamlessly from any KRA Taxpayer Service Office (TSO). This shift is expected to reduce service delays, improve efficiency, and enhance overall convenience for taxpayers.
Speaking during a Citizen Assembly Forum in Nairobi, KRA Board Chairman, Mr Ndiritu Muriithi, said the initiative responds to the evolving needs of taxpayers seeking convenience and flexibility.
“In our engagements with taxpayers, we have observed a growing demand for convenience, flexibility, and reduced bureaucracy in how services are delivered. The stationless PIN service delivery will allow taxpayers to have their issues resolved at the first point of contact without being referred elsewhere,” he stated.
The new approach forms part of KRA’s ongoing digital transformation agenda aimed at improving taxpayer experience, reducing administrative bottlenecks, and promoting voluntary compliance.
KRA Commissioner General, Mr Humphrey Wattanga, noted that the initiative is aligned with the Authority’s 9th Corporate Plan, which prioritises customer-centric service delivery.
“We are redesigning KRA to be customer-centric through simplified tax processes. The introduction of stationless PIN service delivery will simplify registration, promote voluntary compliance, and enhance customer satisfaction,” he said.
Currently, most taxpayer services under Domestic Taxes are managed through a station-based model, which often results in administrative delays and service inconsistencies. To complement ongoing reforms, KRA has also introduced a USSD solution accessible via *222# and a WhatsApp chatbot for interactive taxpayer support.
The Authority operates 136 service points countrywide, serving about 22 million registered taxpayers. However, with many of these offices located in urban areas, access remains limited for rural populations. To bridge this gap, KRA plans to deploy 10,000 agents this year to provide basic tax services such as registration, filing, and payment, mirroring successful models used by banks and mobile service providers.
The Stationless PIN Service Delivery initiative represents another milestone in KRA’s drive to make tax administration simpler, more efficient, and more inclusive.
