KRA officials led by board chairman Ndiritu Muriithi during Citizen Assembly at Ufungamano House, October 8, 2025. /KRAThe Kenya Revenue Authority is set to roll out a stationless PIN service to make taxpayer support more accessible and efficient across the country.
The new system will delink taxpayer services from physical stations, allowing individuals and businesses to get assistance from any KRA office regardless of where they registered.
The shift is expected to cut delays, improve efficiency and make interactions with the authority more convenient.
Speaking during a Citizen Assembly Forum at Ufungamano House, Nairobi, KRA Board chairman Ndiritu Muriithi said the authority is retooling how it serves taxpayers to match evolving needs.
“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 stationless PIN service delivery that will provide end-to-end support, allowing taxpayers to have their issues resolved at the first point of contact without being referred to another office.”
Currently, most taxpayer services are handled through a station-based model that assigns cases to Tax Service Offices depending on turnover or physical location.
While the system has worked for years, it has often led to high compliance costs, delays and inconsistencies in service delivery.
To complement its reforms, KRA has introduced a USSD solution that lets taxpayers access key services without internet connectivity.
By dialling *222# and selecting Option 5, users can retrieve or verify their PINs and access other essential services from any phone.
The innovation is part of KRA’s broader digital transformation agenda aimed at improving taxpayer experience, reducing administrative bottlenecks, and promoting voluntary compliance.
Commissioner General Humphrey Wattanga said the new approach aligns with the authority’s 9th Corporate Plan, which prioritises customer-centric service delivery.
“We are redesigning KRA to be customer-centric in order to serve taxpayers better through simplified tax processes. The introduction of stationless PIN service delivery will mark a significant step in simplifying tax registration, promoting voluntary compliance and increasing customer satisfaction by taxpayers across the country,” he said.
“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 added.
The authority has also launched a WhatsApp chatbot to provide interactive support to smartphone users, enabling faster query resolution and on-demand access to information.
KRA currently operates 136 service points nationwide, serving more than 22 million registered taxpayers.
However, most centres are concentrated in urban areas, limiting access for rural and underserved communities.
To close this gap, the authority plans to roll out an agent model similar to those used by banks and mobile network operators.
The first batch of 10,000 agents will be recruited this year to offer basic services such as registration, filing, and payments.
KRA says the new stationless approach, coupled with digital and agent-based solutions, will help create a more inclusive, efficient, and responsive tax system for all Kenyans.
