Kenya Revenue Authority (KRA) is set to introduce a station-less Personal Identification Number (PIN) service delivery model to enhance convenience, flexibility and satisfaction among taxpayers across the country.

The new model will allow individuals and businesses to access assistance from any KRA Taxpayer Service Office (TSO) regardless of where their PINs were registered, marking a significant shift from the current station-based system.

The initiative is designed to eliminate service delays, reduce bureaucracy, and enhance efficiency in taxpayer support.

In a press statement, KRA Board Chairman Ndiritu Muriithi said the authority is retooling its service approach to match taxpayers’ evolving expectations.

“In our engagements with taxpayers, we have observed a growing demand for convenience, flexibility and reduced bureaucracy in how services are delivered and accessed,” he said.

“To enhance customer experience and satisfaction, KRA plans to introduce station-less PIN service delivery that will provide end-to-end support allowing taxpayers to have their issues resolved at the first point of contact.”

KRA Commissioner General Humphrey Wattanga said the initiative aligns with the authority’s Ninth Corporate Plan, which emphasises customer-centric service delivery and simplified tax processes to encourage voluntary compliance.

“Our goal is to make registration, filing, and payment processes as frictionless as possible – so that taxpayers can focus on growing their businesses and daily lives while we focus on service excellence,” he noted.

Currently, taxpayer services under domestic taxes are managed through a station-based system that assigns clients to specific TSOs based on turnover or physical address. While effective for years, the model has led to higher compliance costs, administrative delays and inconsistent service experiences.

As part of its broader digital transformation, KRA has also introduced a US dollars solution by dialling 222# and selecting Option 5 for KRA services) and a WhatsApp chatbot, enabling taxpayers to retrieve PINs, verify details and access key services without visiting physical offices.

To further expand access, KRA is rolling out an agent model, like those used by banks and mobile service providers, to reach rural and underserved areas. The authority plans to recruit 10,000 agents this year to offer basic services such as registration, tax filing, and payments.

The announcement comes as KRA joins the world in marking Customer Service Week 2025, themed ‘Mission: Possible’, celebrating innovations that enhance taxpayer engagement and service excellence.

• A Tell Media / KNA report / By Chari Suche