KRA Unveils USSD and WhatsApp Platforms to Simplify Tax Filing for Kenyans
The Kenya Revenue Authority (KRA) has launched new digital services to ease tax compliance for millions of Kenyans especially those with limited internet access.
The services were unveiled during a citizen assembly forum in Mombasa and include a USSD platform, a WhatsApp chatbot and an expanded agent network. The initiatives are meant to support micro and small businesses that face challenges in using KRA’s online systems due to lack of smartphones, poor internet or low digital literacy.
George Obell, Acting Commissioner for Micro and Small Taxpayers said the reforms were developed based on taxpayer feedback.
“One of the biggest challenges we have heard is digital access. Not every taxpayer has a smartphone, stable internet or the skills to interact with KRA platforms like iTax or eTIMS,” Obell said.
To address these barriers KRA has rolled out a USSD solution that allows users to retrieve or verify PINs and access basic services without internet. Taxpayers can dial *222# and select Option 5 to use the service.
Smartphone users can also interact with KRA through a new WhatsApp chatbot that promises faster customer support.
Beyond digital tools, the taxman is decentralizing its services through an expanded agent model. With 136 service centres already in place, KRA plans to recruit 10,000 licensed agents this year to help with registration, filing and payments. Agents will earn commissions while helping the authority extend its reach.
“This is both a compliance tool and an income opportunity for Kenyans,” Obell noted adding that KRA will also scale up taxpayer education and outreach.
Lydia Rono, KRA Board Director said tax compliance is both a legal and civic duty.
“Taxes are the lifeblood of the economy. A country that cannot mobilize its own revenue cannot develop at the pace its citizens expect,” she said.
Rono said citizen assemblies were critical in building trust between KRA and taxpayers.
“We are here to listen, to learn and to collaborate in building a more efficient and trusted tax system,” she added.
The reforms come at a time when KRA is looking to increase compliance among Kenya’s 22 million registered taxpayers many of whom are in the informal sector.
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KRA Unveils USSD and WhatsApp Platforms to Simplify Tax Filing for Kenyans