The Kenya Revenue Authority (KRA) is reviewing its tax collection strategies with the aim of improving customer satisfaction and facilitating tax compliance.

Speaking in Mombasa at the annual Customer Experience Africa Conference at the Sarova White Sands Hotel, KRA Commissioner for Business Support Services David Kinuu said the review is largely informed through the recognition that client inclusion is essential to service delivery.

Kinuu said KRA has aligned its service delivery with the Public Service Transformation Framework 2017/2022, noting that quality service delivery is ensured by entrenching a culture of performance and accountability within the organization. ‘an organization.

“Basically it’s about our strategy to reach out to our taxpayers to tell them what we do at KRA, how we reach our customers, the processes, the platforms, the capacity that we do so that our customers can do their civility. duty to pay their taxes,” he said.

The commissioner added that the authority’s service excellence agenda is primarily driven by improving accessibility to taxpayer services and improving tax administration systems and processes to make them more customer-centric. the customer.

“The authority is also putting in place a strong service governance framework, including instituting a comprehensive complaints management framework. There are also other projects that have improved taxpayer services, including reforms ranging from automation key services to engaging other stakeholders in customer satisfaction,” Kinuu added.

To promote the integrity of the organization and fight corruption, the KRA has developed a system that allows members of the public to inform the authority of any violation of tax laws.

According to Kinuu, the authority has provided a whistleblowing platform to report tax evaders. From July to December 2021, 1,525 reports were made through the iWhistle platform, unlocking 8.7 billion shillings in tax revenue.

Grace Wandera, assistant commissioner in charge of marketing and communications, advised customers to contact the authority and find out more about their rights via the chat service.

People living with disabilities were invited to participate in awareness raising to understand the very specific provisions on people with disabilities.

“We continue to engage across sectors to ensure all citizens are aware. You can walk to all of our service centers in the country and you will be assisted by our team,” Wandera added.

By Chari Suche