Nairobi: The Kenya Revenue Authority (KRA) is set to introduce a stationless Personal Identification Number (PIN) service delivery model aimed at enhancing convenience, flexibility, and satisfaction among taxpayers across the country. The new model will allow individuals and businesses to access assistance from any KRA Taxpayer Service Office (TSO) regardless of where their PINs were registered, marking a significant shift from the current station-based system.
According to Kenya News Agency, the initiative is designed to eliminate service delays, reduce bureaucracy, and enhance efficiency in taxpayer support. A press statement by KRA Board Chairman, Ndiritu Muriithi, indicates that the Authority is retooling its service approach to match taxpayers’ evolving expectations. ‘In our engagements with taxpayers, we have observed a growing demand for convenience, flexibility, and reduced bureaucracy in how services are delivered and accessed,’ he said.
KRA Commissioner General Humphrey Wattanga stated that the in
itiative aligns with the Authority’s 9th Corporate Plan, which emphasises customer-centric service delivery and simplified tax processes to encourage voluntary compliance. ‘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 noted.
Currently, taxpayer services under Domestic Taxes are managed through a station-based system that assigns clients to specific TSOs based on turnover or physical address. While effective for years, the model has led to higher compliance costs, administrative delays, and inconsistent service experiences.
To further expand access, KRA is rolling out an agent model, like those used by banks and mobile service providers, to reach rural and underserved areas. The Authority plans to recruit 10,000 agents this year to offer basic services such as registration, tax filing, and payments.
The announcement comes as KRA joins the world in m
arking Customer Service Week 2025, themed ‘Mission: Possible,’ celebrating innovations that enhance taxpayer engagement and service excellence.