The Kenya Revenue Authority (KRA) has bagged a prestigious award during the recently concluded CIO100 annual symposium and awards fete held in Naivasha.
During the fete, KRA achieved a Silver Mark from the organisers, CIO East Africa, in recognition of excellence in enterprise information technology adoption.
KRA’s customer relationship management (CRM) solution was the entry point to the competition. The objective of the competition was to celebrate 100 organisations that are leveraging information technology to deliver business value either by improving relationships with customers or digitally transforming the business.
CRM is one of the modern technologies that KRA has invested in and that have revolutionised the organisation’s delivery of its mandate through enhanced efficiency.
Implementation of CRM has substantively improved KRA’s processes by providing a platform through which enquiries, service requests, complaints and compliments can be lodged and tracked from the point of entry into the system to closure. It also provides an end-to-end issue resolution and escalation framework.
The customer satisfaction index has significantly improved by 6.9 points from 65 per cent to 71.9 per cent. The utilization of this solution has contributed 49 per cent of this improvement.
The platform has further enabled KRA to integrate the various channels of communication on which taxpayers engage the organisation. This integration has allowed KRA to get a single view of the taxpayers’ queries and keeping a record or history of the interactions to ensure service excellence.
CRM solution has been very instrumental for KRA especially during crucial due dates such the annual filing season when there is immense virtual traffic of taxpayers seeking assistance and clarification on matters returns filing through various channels of communication.
Investment in technology is KRA’s strategic approach to enhancing service delivery in the wake of dynamism in customer needs, tastes and preferences.