The Kenya Revenue Authority has announced plans to introduce agents, like those used by banks, to reach more taxpayers.
The agents who work like those employed by telcos will provide basic services that often cost money at cybercafes and at Huduma Centres in various parts of the country. According to KRA, these agents will assist Kenyans in filing taxes, registering as taxpayers and even making payments to the Authority.
Speaking during a town hall meeting in Mombasa on Wednesday, the acting Commissioner for Micro and Small Taxpayers, George Obell, stated that the Authority is planning to recruit the first round of 10,000 agents within the year.
“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.
"This is also an opportunity for Kenyans to earn commissions while helping fellow citizens meet their tax obligations."
This drive will complement the current 136 physical service points in the country to serve an estimated 22 million taxpayers, with a concentration in urban areas.
KRA says the agent model is set to reach Kenyans in rural and underserved populations so that they may also engage with it effectively.
Obell relayed that this was all part of the Authority's drive to address feedback from taxpayers to make tax processes easier and more
accessible, and convenient.
"One of the most persistent challenges we have heard relates to 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,” said Commissioner Obell.
Obell further highlighted the KRA's introduction of the USSD code *222# to ensure that Kenyans without a smartphone or the internet can still access the services.
Through the USSD code, a taxpayer can select Option 5 for KRA services, providing an opportunity for taxpayers to retrieve or verify their PINs and access other essential services from any phone.
Revealing that KRA had also developed a WhatsApp chatbot, Obell added, “Bringing services closer to where taxpayers live and work will improve compliance and reduce the cost of accessing these services."
As such, he said that KRA will soon roll out reinforced tax education and outreach programmes countrywide, particularly targeting individuals who may not fully understand their tax obligations.
