Nairobi, October 9, 2025 — The Kenya Revenue Authority (KRA) is set to introduce stationless Personal Identification Number (PIN) service delivery, a new model that will allow taxpayers to access support from any KRA office across the country regardless of where they registered their PIN.
The initiative aims to enhance convenience, reduce bureaucracy, and improve customer satisfaction as part of the Authority’s ongoing digital transformation agenda.
KRA Board Chairman Ndiritu Muriithi said the shift will allow individuals and businesses to get help from any Taxpayer Service Office (TSO) without being tied to their original registration station.
“We have observed a growing demand for convenience, flexibility, and reduced bureaucracy in how services are accessed,” said Mr. Muriithi during a town hall meeting in Nairobi. “Stationless PIN service delivery will ensure taxpayers have their issues resolved at the first point of contact without being referred elsewhere.”
The new approach forms part of KRA’s broader strategy to make tax processes simpler and more responsive to the needs of its estimated 22 million registered taxpayers.
KRA Commissioner General Humphrey Wattanga said the rollout is anchored in the Authority’s 9th Corporate Plan, which prioritizes customer-centric service delivery and voluntary compliance.
“We are redesigning KRA to be more customer-focused through simplified processes,” said Mr. Wattanga. “This is a significant step toward making registration, filing, and payment as frictionless as possible so taxpayers can focus on growing their businesses.”
Under the current system, taxpayer services are assigned to specific Tax Service Offices based on turnover or physical address. While effective for many years, the model has been associated with administrative delays and occasional service inconsistencies.
The proposed stationless approach is expected to eliminate such inefficiencies, enabling faster query resolution and improved taxpayer experience.
In addition to the upcoming service, KRA has introduced other innovations to enhance accessibility. Taxpayers can now retrieve or verify their PINs using a *USSD code (222#, Option 5) and access real-time assistance via a WhatsApp chatbot.
To expand its footprint, KRA is also adopting an agent model similar to that used by banks and mobile service providers. The first 10,000 agents will be recruited this year to provide basic services such as registration, filing, and payments — a move aimed at reaching underserved areas.
The announcement comes as KRA joins other organizations in marking Customer Service Week, celebrated globally under the theme “Mission: Possible.”
