The Kenyan government had put in place measures to relieve its citizens of the economic challenges posed by the COVID-19 pandemic. Likewise, Kenya Revenue Authority (KRA) took a front row in ensuring taxpayers are optimally supported to access required services, as the organisation concurrently sought to raise the much-needed revenue amidst the harsh economic conditions.

KRA remodelled a number of tax processes and procedures as guided by various Acts of Parliament such as reducing the VAT rate from 16% to 14%, revising PAYE tax bands such that the highest band was 25%, as well as increasing the monthly personal relief from KShs. 1,408 to KShs. 2,400. Of significance nonetheless, are the measures put in place to improve service delivery so as to foster voluntary compliance by taxpayers and ensure business continuity.

Under normal circumstances, taxpayers would physically visit KRA offices for meetings or follow up on cases they had lodged under the Tax Dispute Resolution (TDR) Division.  However, during the pandemic, KRA engaged taxpayers virtually through online platforms such as the Cisco Webex. The platform facilitated faster resolution of tax disputes under Alternative Dispute Resolution (ADR) processes. This move not only ensured quick conclusion of cases but revenue that would have been locked up awaiting face-to-face interactions was also realised.  

Secondly, KRA ensured customer queries were handled end-to-end through continuous interactions on emails, calls and social media platforms as physical visits to KRA stations or service centres were restricted.

Along the border stations, KRA provided Personal Protective Equipment (PPEs) for use by all staff since virtual connectivity was a challenge. We also ensured that all the MoH guidelines (sanitizing, washing hands with soap and water, minimal physical contact with persons and surfaces, social distancing, etc.), were adhered to within the service centres.

According to the African Tax Administration Forum’s (ATAF) Executive Secretary, Mr Logan Wort, Tax administrations with well-established technological infrastructure emerged best in serving taxpayers during the pandemic. Therefore, the existence and ease of accessibility of iTax self-service options such as PIN retrieval, password reset, unlocking of accounts, filing returns, making payments of tax dues and amending PIN details among many other options, made the burden lighter for taxpayers. 

Moreover, KRA’s commitment to deliver an exceptional customer experience resulted in staff being provided with VPNs and laptops to enable them work from home as the organisation sought more efficient ways of ensuring business continuity. This enabled staff to turn around customer issues as guided by KRA’s Service Charter timelines.

The global pandemic also led to interruptions in the supply chain at the ports, resulting to inability by many taxpayers to clear their goods on time. KRA therefore waived storage/ warehouse charges at the ports to facilitate taxpayers’ access their goods thereby promoting their trade. Additionally, KRA expedited the clearance process of returning residents to reduce being delayed at the ports.

In Clare Muscutt‘s words, building a good customer experience happens by design, not by accident and KRA purposely employed various strategies of ensuring customer needs were best served amidst the adversities faced as a nation, thus emphasizing our theme; ‘The Customer Speaks, We Listen and Serve’.

Cynthiah Oigara