Mombasa, Kenya – The Kenya Revenue Authority (KRA) is using this year’s Customer Service Week to reflect on its service delivery and strengthen its relationship with taxpayers, as it continues to modernize its operations through innovation, technology, and strong partnerships.
The Authority says the event provides a valuable opportunity to assess its performance and explore ways to enhance collaboration with taxpayers in pursuit of service excellence.
Over the past few years, KRA has intensified its transformation agenda by adopting customer-focused approaches aimed at providing targeted and responsive services across various taxpayer segments.
According to the Authority, taxation is not merely about collecting revenue—it is about connection with citizens to build trust, foster voluntary compliance, and create a system where taxpayers feel valued, respected, and supported.
Commissioner for Shared Services, Nancy Ngetich, highlighted one of KRA’s most transformative initiatives—the Electronic Tax Invoice Management System (eTIMS)—as a key success story in improving compliance, particularly among informal sector taxpayers.
“We are proud that eTIMS is now accessible via USSD (*222#) and through the eCitizen portal, ensuring that even taxpayers without smartphones can comply with ease. This inclusivity is central to our vision of making tax compliance seamless for all,” said Ngetich.
As of 30th September 2025, more than 508,000 taxpayers have onboarded onto eTIMS, signaling remarkable progress. The Authority aims to reach 1 million taxpayers by the close of the 2025/2026 financial year.
Ngetich emphasized that citizen engagement and tax education remain at the heart of KRA’s strategy, noting that empowering taxpayers through information and dialogue is essential to building a more trusted, inclusive, and responsive tax system.
She also commended KRA employees for their patriotism and dedication, acknowledging them as the face of the institution whose daily interactions define the public’s experience with the Authority.
As KRA marks Customer Service Week, Ngetich urged all staff to embrace the spirit behind this year’s theme—“Mission Possible”—as a guiding principle in their everyday service.
“Intelligent customer service is not an aspiration; it is our obligation to the Kenyan people,” she affirmed.
Through its ongoing reforms and people-centered innovation, KRA continues to position itself as a forward-looking revenue agency committed to transforming the taxpayer experience and fostering a culture of voluntary compliance for national prosperity.
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