MOMBASA, Kenya – The Kenya Revenue Authority (KRA) has rolled out new measures aimed at making tax compliance simpler and more accessible for micro and small businesses, including a USSD service, a WhatsApp chatbot, and a wider agent network.
Speaking at a citizen assembly forum in Mombasa, Acting Commissioner for Micro and Small Taxpayers George Obell said the reforms are targeted at millions of Kenyans who face hurdles using KRA’s digital platforms due to limited internet access, lack of smartphones, or low digital literacy.
“One of the most persistent challenges we have heard relates to digital access. Not every taxpayer has a smartphone, stable internet, or the skills required to interact with KRA platforms such as iTax or eTIMS,” Obell said.
To bridge this gap, the taxman has introduced a USSD solution that allows users to retrieve or verify their PINs and access essential services without internet connectivity. Taxpayers can dial *222# and select Option 5 to interact with KRA services.
Smartphone users will also have access to a new WhatsApp chatbot for faster support.
KRA is further decentralizing services through an expanded agent model. Currently operating 136 service centres nationwide, the authority plans to recruit 10,000 licensed agents this year to provide services such as registration, filing, and payments—while earning commissions for their work.
“This is both a compliance tool and an income opportunity for Kenyans,” Obell said, adding that KRA is also intensifying taxpayer education and outreach.
KRA Board Director Lydia Rono, who attended the forum, emphasized that compliance was not just a legal obligation but a 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 noted that citizen assemblies were enabling KRA to hear directly from taxpayers and rebuild trust in the tax system.
“We are here to listen, to learn, and to collaborate in building a more efficient and trusted tax system,” she said.
The reforms come as KRA continues to push for higher compliance rates among Kenya’s estimated 22 million registered taxpayers, many of whom operate in the informal sector.
