KRA unveils USSD code, WhatsApp chatbot to ease tax services

The Kenya Revenue Authority (KRA) has introduced new measures aimed at easing tax compliance for micro and small businesses, including a USSD code, WhatsApp chatbot, and an expanded agent model.

Speaking during a citizen assembly forum in Mombasa, Acting Commissioner for Micro and Small Taxpayers George Obell said the reforms are designed to simplify services and reduce the cost of compliance for millions of taxpayers who struggle with digital access.

“One of the most persistent challenges we have heard relates to digital access. Not every taxpayer has a smartphone, stable internet, or the digital literacy required to interact with KRA platforms such as iTax or eTIMS,” said Obell.

To bridge the gap, KRA has rolled out a USSD solution, allowing taxpayers to retrieve or verify PINs and access key services without internet connectivity.

“By dialling *222# and selecting Option 5 for KRA services, taxpayers can now retrieve or verify their PINs and access other essential services from any phone. That is progress and there is more to come,” he added.

The Authority has also launched a WhatsApp chatbot to assist smartphone users.

Obell further noted that the authority is aiming at decentralizing services in a bid to improve compliance.

Currently, the Authority runs 136 service points across the country, serving an estimated 22 million registered taxpayers, but most of the centres remain concentrated in urban areas.

“We plan to recruit the first 10,000 agents this year. These agents will provide basic services such as registration, tax filing, and payments. This is also an opportunity for Kenyans to earn commissions while helping fellow citizens meet their tax obligations,” he said.

The commissioner further pointed out that KRA is rolling out enhanced tax education and outreach to empower taxpayers.

“Our focus is not on the past, we are here to empower and support taxpayers for the future. That is why we are launching a rigorous outreach program to train and educate our taxpayers,” said Obell.

KRA Board Director Lydia Rono, who also attended the forum, urged Kenyans to view tax compliance as a civic duty critical to national growth.

“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.

She underscored that the Citizen Assembly initiative was helping the taxman bridge gaps with the public.

“We are here to listen, to learn, and to collaborate in building a more efficient and trusted tax system. We welcome your honest feedback on our digital platforms, service delivery, and the everyday challenges you face,” said Rono.