The Kenya Revenue Authority (KRA) has announced plans to recruit 10,000 agents across the country to help provide tax services. This move, according to KRA, is aimed at easing access to essential tax processes such as registration, filing returns, and making payments. The decision comes against a backdrop of persistent challenges in ensuring compliance, particularly among small businesses and rural communities that often lack access to KRA offices.
Currently, KRA operates 136 service centers serving more than 22 million taxpayers. Most of these service points are in urban areas, making it difficult for people in rural and remote regions to access tax services. By bringing in locally based agents, KRA hopes to decentralize service delivery, reduce barriers to compliance, and strengthen the culture of tax responsibility.
To complement the recruitment drive, KRA has introduced new digital tools to widen accessibility. A USSD service (*222#) now enables taxpayers to retrieve or verify PINs and access basic services without internet connectivity. In addition, a WhatsApp chatbot has been rolled out to provide real-time support to smartphone users. These innovations are designed to bridge the digital divide and make compliance more inclusive.
While the plan has been welcomed as a step in the right direction, it presents several challenges. First, the training and monitoring of 10,000 commission-based agents will require significant investment and strict oversight to prevent fraud or misuse of taxpayer information. Second, sustaining the scheme financially will be demanding, especially if the costs of commissions and supervision outweigh the revenue gains. Finally, KRA must address the deep mistrust many Kenyans have towards tax authorities. Without building confidence, even the best systems risk rejection by the very people they are meant to serve.
Despite these hurdles, the initiative carries the promise of transforming Kenya’s tax culture. If executed effectively, it could ease compliance, empower small businesses, and expand the government’s revenue base. In the long term, decentralizing tax services and integrating digital solutions may help Kenya move closer to a fairer and more efficient tax system.
