Nairobi: The Kenya Revenue Authority (KRA) is in the process of introducing Stationless Personal Identification Number (PIN) Service Delivery to enhance access to taxpayer services across the country, regardless of where one registers or operates as a taxpayer. The Stationless PIN Service Delivery will decouple taxpayer services from physical stations, allowing individuals and businesses to access assistance from any KRA Taxpayer Service Office (TSO) countrywide.
According to Kenya News Agency, this shift is expected to reduce service delays, enhance efficiency, and make taxpayer interactions with KRA more convenient. Speaking during a Citizen Assembly Forum (Town Hall Meeting) in Nairobi, KRA Board Chairman Ndiritu Muriithi stated that KRA is retooling how taxpayers access support from the Tax Head in keeping with their evolving needs. He noted that the authority has observed a growing demand for convenience, flexibility, and reduced bureaucracy in how services are delivered and accessed.
The Chairman announced that KRA plans to introduce stationless PIN service delivery that will provide end-to-end support, allowing taxpayers to have their issues resolved at the first point of contact, without being referred to another office. This innovation marks another milestone in KRA's ongoing digital transformation journey, which is focused on improving taxpayer experience, reducing administrative bottlenecks, and promoting voluntary compliance in line with the Authority's vision.
KRA Commissioner General Humphrey Wattanga emphasized that the initiative aligns with KRA's 9th Corporate Plan, which prioritizes customer-centric service delivery as a key strategic focus area. Wattanga explained that under this plan, KRA is redesigning its operations to be more customer-centric to serve taxpayers better through simplified tax processes. He highlighted that the introduction of Stationless PIN Service Delivery would significantly simplify tax registration and promote voluntary compliance.
Currently, taxpayer services under Domestic Taxes are managed through a station-based system that assigns tasks to Tax Service Offices (TSOs), based on turnover or physical addresses. For Customs, services are managed through the customs station of processing. While this model has served KRA for many years, it has also led to high compliance costs for taxpayers and administrative delays.
To complement ongoing taxpayer service reforms, KRA has introduced a USSD solution, allowing taxpayers to access key services without the need for internet connectivity or smartphones. Additionally, the Authority has launched a WhatsApp chatbot to provide interactive support to taxpayers with smartphones. Currently, KRA operates 136 service points across the country, serving an estimated 22 million registered taxpayers.
To further extend its reach, KRA is rolling out an agent model, with the first cohort of 10,000 agents set to be recruited this year. These agents will provide basic services such as registration, tax filing, and payments, aiming to expand KRA's footprint to rural and underserved populations.