The Kenya Revenue Authority is rolling out a technology-based staff management and workflow system aimed at improving service delivery, transparency, and voluntary tax compliance, with full implementation expected by early April.
The Kenya Revenue Authority (KRA) is set to roll out a new technology-driven staff management and engagement system designed to improve taxpayer service delivery, enhance transparency, and strengthen voluntary tax compliance.
The new system, which will monitor and manage interactions between KRA officers and taxpayers in real time, is part of broader reforms aimed at addressing long-standing inefficiencies in field operations and rebuilding trust between the tax authority and the public.
Speaking at a Citizen Assembly in Eldoret, the Commissioner for Micro and Small Taxpayers, George Obell, said the initiative was informed directly by feedback from taxpayers, particularly small and medium-sized enterprises, on service delays, integrity concerns, and weak information flow in engagements with field officers.
“The reforms respond to what taxpayers have told us about inefficiencies, including the integrity of some staff and the way information flows during field engagements,” Mr Obell said.
Monitoring officer–taxpayer interactions
Under the new framework, KRA will deploy a system that provides full visibility into staff engagements with taxpayers, including where officers are assigned, the nature of their interactions, and the actions taken during each engagement.
According to KRA, the system is designed to promote accountability by ensuring that all field activities are digitally captured and traceable, reducing opportunities for misconduct while improving oversight by management.
“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,” Mr Obell said.
Officers will be equipped with digital devices that enable real-time recording of engagements, enhancing transaction visibility and reducing reliance on manual reporting processes.
Smartphone-enabled service delivery
A key feature of the new system is its ability to allow officers to serve taxpayers entirely from the field, without the need to return to KRA offices to complete administrative tasks.
Through a smartphone-enabled solution, officers will be able to register taxpayers, access back-office systems, query records, and provide immediate feedback during site visits.
KRA says this approach is expected to significantly improve turnaround times, particularly for micro and small taxpayers who often rely on in-person support to navigate tax registration, filing, and compliance requirements.
“The technology will allow officers to serve taxpayers without the need to return to the office, improving turnaround time and efficiency,” Mr Obell said.
The Authority expects the system to reduce delays caused by fragmented workflows and manual handovers between field staff and back-office teams.
GIS-enabled deployment and task tracking
The new staff management solution is also GIS-enabled, allowing KRA to track officer deployment geographically and assign tasks more effectively based on location and workload.
Management will be able to see where officers are operating, what tasks they have been assigned, and whether those tasks have been completed within the required timelines.
“This will significantly improve support to taxpayers while also enhancing accountability and operational efficiency in tax administration,” Mr Obell said.
The GIS capability is intended to address concerns about uneven service coverage, particularly in remote and fast-growing urban areas where demand for taxpayer support has increased.
System development and rollout timeline
Mr Obell said development of the new workflow and engagement solution is already underway, with customization approximately 60 percent complete.
The remaining development work is expected to be finalized within the next two weeks, followed by training of KRA officers ahead of a full rollout.
“We expect the system to be operational by the beginning of April, during the fourth quarter,” he said.
The phased approach is aimed at ensuring staff are adequately trained and the system is stable before it is deployed across KRA’s nationwide field operations.
Addressing service inefficiencies
The rationale behind the new system was further outlined by Commissioner for Shared Services Nancy Nge’tich, who said KRA had identified several inefficiencies in staff management from the taxpayers’ perspective.
These included delays in accessing support services and slow transmission of information from field officers to KRA offices responsible for resolving issues raised by taxpayers.
“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,” Ms Nge’tich said.
She added that the system will give KRA management real-time visibility into staff deployment and performance.
“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,” she said.
KRA expects the streamlined workflow to improve coordination between departments and reduce the backlog of unresolved taxpayer issues.
Emphasis on collaboration and dispute resolution
Beyond technology, KRA officials emphasised a shift toward a more collaborative approach to tax administration, particularly in resolving disputes.
Mr Obell said the Authority is committed to working with taxpayers to address conflicts in a constructive manner, rather than relying solely on enforcement measures.
“We want to walk together with taxpayers going forward, not backwards,” he said.
He added that KRA will actively support taxpayers in resolving disputes and compliance challenges, aligning with broader efforts to build forward-looking partnerships with businesses and individuals.
This approach is seen as critical in encouraging voluntary compliance, especially among micro and small enterprises that form a large part of Kenya’s tax base but often struggle with complex tax processes.
Possible rebranding to Kenya Revenue Service
Meanwhile, KRA Board Chairman revealed that the Authority is considering returning to Parliament to pursue the rebranding of KRA to the Kenya Revenue Service (KRS), reflecting its evolving service-oriented mandate.
The Chairman noted that KRA has been recognised among the top three tax administrations globally for embracing citizen engagement as a tool to enhance compliance.
“Our vision of a modern Kenya Revenue Authority is one where tax compliance is seamless, dignified, and accessible to every Kenyan,” he said.
He said KRA is investing heavily in technology to simplify systems, reduce complexity, and save time for taxpayers, while also driving internal cultural change.
“Beyond technology, we are transforming our culture, from enforcement to facilitation, from control to service, and from fear to trust,” the Chairman said.
Implications for businesses and taxpayers
The rollout of the new staff management system comes at a time when KRA is under pressure to improve revenue collection while easing the cost and complexity of compliance for businesses.
For small enterprises, faster response times and clearer engagement with field officers could lower compliance costs and reduce disputes arising from miscommunication.
For the Authority, enhanced visibility and accountability are expected to improve internal controls and reduce reputational risks linked to staff conduct.
If successfully implemented, the system could mark a significant shift in how KRA engages taxpayers on the ground, with technology playing a central role in shaping a more transparent and service-oriented tax administration.
