KRA Commences Organizational Reforms To Enhance Efficiency And Personalized Customer-Centric Service

Kenya Revenue Authority (KRA) has commenced a strategic reform process whose objective is to enhance operational efficiency, optimize processes, and streamline administrative procedures within the tax administration. The process which is anchored on KRA’s 9th Corporate Plan envisions an agile tax and customs revenue agency facilitating voluntary compliance for all while becoming a more responsive and customer-centric organization.

As part of this transformation, KRA is implementing internal realignments within its functional areas of revenue, technology, and service to create an agile and responsive tax administration framework, strengthen the digital infrastructure for data-driven decision-making and automation, and improve taxpayer engagement and support, thereby promoting ease of compliance and service delivery.

Changes occasioned by this realignment include the integration of the Large and Medium Taxpayers into a core functional area, and the Micro and Small Taxpayers as another core functional area. With this change and through the relationship management framework, taxpayers can expect more personalized support and attention to their unique compliance needs. These functional areas will also augment our endeavor of growing the tax base in alignment with the ambitions of the Medium-Term Revenue Strategy and KRA’s 9th Corporate Plan.

The ambition to be a data-driven revenue administrator will now be functionally crystallized through the introduction of a technology-focused department- the Business Strategy Technology and Enterprise Modernization Department. The twinning of technology and reviewed segmentation provide an opportunity to serve our taxpayers more efficiently and seamlessly.

This internal alignment will further focus on enhancing workflow processes to reduce redundancies, optimize internal resources, and leverage advanced analytics and automation for the effective delivery of KRA’s mandate. This transformation underscores our commitment to facilitating tax compliance through efficient administration, technology-driven solutions, and service excellence.

KRA remains committed to ensuring a smooth transition during this period and reassures the public that service delivery will continue uninterrupted.

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