The Kenya Revenue Authority (KRA) has introduced a new technology system aimed at improving staff integrity and the quality of services offered to taxpayers.
KRA Commissioner for Micro and Small Taxpayers, George Obell, said the system will help monitor interactions between KRA officers and taxpayers to promote transparency, accountability and efficiency.
According to KRA, the system will track all engagements between field officers and taxpayers, including where officers are assigned, the type of service provided and actions taken. Officers will also be issued with digital devices to ensure all transactions are recorded and easily monitored.
Mr Obell said the technology will allow officers to serve taxpayers directly from the field without having to return to the office, reducing delays and improving service delivery.
Using smartphones, officers will be able to register taxpayers, access KRA systems, check records and give immediate feedback while working in the field.
The system is also linked to GPS technology, enabling KRA to track where officers are deployed, assign tasks efficiently and confirm that assignments are completed.
“This system will improve support to taxpayers while strengthening accountability and efficiency in tax administration,” Obell said.
KRA has in recent years faced corruption cases involving some of its employees, leading to significant revenue losses.
In the first quarter of the 2024/2025 financial year, the authority dismissed 25 employees over corruption-related offences. This was a sharp increase from seven dismissals during the same period the previous year. Between July and September 2024, disciplinary action was taken against 84 employees for various misconduct cases.
As part of its efforts to fight corruption, KRA has introduced several integrity measures to rebuild public trust.
One of these is iWhistle, an online platform that allows members of the public to anonymously report corruption and tax evasion. Through the platform, KRA recovered Sh4.22 billion from corruption-related cases in the 2023/2024 financial year.
KRA Shared Services Commissioner Nancy Nge’tich said the new system will ensure information collected in the field is sent instantly to the back office for action.
“The system will also allow management to see in real time where officers are working, the services they are providing and the progress of assigned tasks,” she said.
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