The Kenya Revenue Authority (KRA) has announced plans to roll out 10,000 agents across the country to streamline tax service delivery and improve accessibility for Kenyans.
According to KRA’s Acting Commissioner for Micro and Small Taxpayers, George Obell, the initiative will ensure that basic services such as tax registration, filing, and payments are available closer to the people—particularly in rural and underserved areas.
Speaking during a town hall meeting in Mombasa, Obell emphasized that the first 10,000 agents will be recruited within the year. He compared the model to service agents employed by telecommunications companies, who are widely distributed to meet customer needs at the grassroots level.
“We plan to recruit the first 10,000 agents this year. These agents will provide basic services such as registration, tax filing, and payments,” Obell stated.
Tackling Access Challenges
KRA says the rollout addresses common barriers facing taxpayers, including limited access to smartphones, unstable internet connections, and low digital literacy. Many Kenyans currently rely on cybercafes and Huduma Centres, where services often come at an extra cost.
To further enhance accessibility, KRA has introduced a *USSD code (222#) that allows taxpayers to retrieve or verify their PINs and access other services without needing internet connectivity. By dialing the code and selecting Option 5 for KRA services, taxpayers can complete simple processes from any mobile phone.
In addition, KRA has developed a WhatsApp chatbot to bring services directly to users, offering convenience and reducing the time spent navigating complex platforms like iTax or eTIMS.
Reinforced Tax Education
Obell also revealed that the Authority is preparing to launch tax education and outreach programs nationwide, targeting individuals who may not fully understand their obligations.
“Bringing services closer to where taxpayers live and work will improve compliance and reduce the cost of accessing these services,” Obell added.
The rollout of agents, combined with digital solutions, marks a significant step toward making tax compliance more convenient, affordable, and inclusive for Kenyans.
