The Kenya Revenue Authority (KRA) is reviewing its tax collection strategies with the aim of enhancing customer satisfaction and facilitating tax compliance.
Speaking in Mombasa during the Africa Annual Customer Experience Conference at Sarova white sands hotel, the KRA Commissioner for Corporate Support Services David Kinuu said that the review is largely informed by acknowledgement that customer inclusion is critical in driving service delivery.
Kinuu said that KRA has aligned its service delivery to the 2017/2022 Public Service Transformation Framework, noting that quality service delivery is assured by entrenching a performance and accountability culture within an organization.
“Basically, this is our outreach strategy to our tax payers to tell them what we do at KRA, how we reach out to our customers, the processes, the platforms the enablement that we are doing for our customers to be able to do their civic duty of paying their taxes,” he said.
The commissioner added that the authority’s service excellence agenda is mainly driven by enhancing accessibility to taxpayer services and improving tax administration systems and processes to make them more customer centric.
“The authority is also putting in place a robust service governance framework including instituting a comprehensive complaints management framework, there are also other projects which have improved services to taxpayers including reforms ranging from automation of key services and engaging other stakeholders in customer satisfaction,” added Kinuu.
To promote the integrity of the organization and fight corruption, KRA has come up with a system that enables members of the public to inform the authority on any violation of tax laws.
According to Kinuu, the authority has provided for a whistle blowing platform to report tax evaders. From July to December 2021, 1,525 reports were made through the iWhistle platform unlocking Sh8.7 billion in tax revenue.
Grace Wandera who is the deputy commissioner in charge of Marketing and Communication has advised customers to reach out to the authority and learn more about their rights through the service chatter.
People living with disabilities have been urged to participate in the sensitization to understand the very specific provisions on persons with disabilities.
“We continue to engage in all sectors to make sure all the citizens are aware. You can walk to all our service centers in the country and you will be helped by our team,” added Wandera.
By Chari Suche
