enya Revenue Authority (KRA) is in the process of introducing Stationless Personal Identification Number (PIN) Service Delivery in a bid to enhance access to taxpayer services across the country, regardless of where one registers or operates as a taxpayer.
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. 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 said KRA is retooling how taxpayers access support from KRA in keeping with their evolving needs.
“In our engagements with taxpayers, we have observed a growing demand for convenience, flexibility, and reduced bureaucracy in how services are delivered and accessed. To enhance customer experience and satisfaction, 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.” He said.
The 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 of being an agile tax and customs revenue agency facilitating voluntary compliance for all.
KRA Commissioner General, Humphrey Wattanga has said the initiative aligns with KRA’s 9th Corporate Plan, which prioritises customer-centric service delivery as a key strategic focus area.
“Under the 9th Corporate Plan, we are redesigning KRA to be customer-centric in order to serve taxpayers better through simplified tax processes. The introduction of Stationless PIN Service Delivery will mark a significant step in simplifying tax registration, promoting voluntary compliance, and increasing customer satisfaction by taxpayers across the country.”
“Our goal is to make registration, filing, and payment processes as frictionless as possible — so that taxpayers can focus on growing their businesses and daily lives while we focus on service excellence.” He added.
