The Kenya Revenue Authority (KRA) has rolled out new digital and grassroots measures to make tax compliance easier for micro and small businesses. The initiatives include a USSD code, WhatsApp chatbot, and an expanded network of agents.
Speaking at a citizen assembly forum in Mombasa, Acting Commissioner for Micro and Small Taxpayers, George Obell, said the reforms are designed to address one of the most pressing challenges: limited digital access.
“Not every taxpayer has a smartphone, stable internet, or the digital literacy required to interact with KRA platforms such as iTax or eTIMS,” noted Obell.
Through the new USSD code *222#, taxpayers can now retrieve or verify their Personal Identification Numbers (PINs) and access other essential services without needing internet access. By selecting Option 5 for KRA services, the system works on any phone. For smartphone users, a WhatsApp chatbot has also been introduced to provide real-time support.
Expanding Access Through Agents
KRA is also decentralizing services by recruiting 10,000 agents this year. These agents will provide basic services such as registration, filing, and payments, while also earning commissions. Currently, the authority operates 136 service points nationwide, but most are concentrated in urban centers, leaving many taxpayers underserved.
Tax Education and Civic Duty
In addition, KRA is strengthening taxpayer education with outreach programs aimed at empowering Kenyans with the knowledge and skills to comply easily.
“Our focus is not on the past; we are here to empower and support taxpayers for the future,” Obell emphasized.
KRA Board Director Lydia Rono echoed the importance of tax compliance, describing it as a civic duty critical to national development.
“Taxes are the lifeblood of the economy. A country that cannot mobilize its own revenue cannot develop at the pace its citizens expect,” Rono said.
She added that citizen assemblies are crucial in helping KRA listen, learn, and collaborate with taxpayers to build a more efficient and trusted tax system.
