CASE STUDY
One of Kenya Revenue Authority’s headquarters, situated in Nairobi
SINCE THE INITIAL CRM ROLLOUT
AS PART OF THE AUTHORITY’S
TRANSFORMATION AGENDA, THEIR
ENGAGEMENT WITH TAXPAYERS HAS
SIGNIFICANTLY IMPROVED.
engagement platform that allows for every
service request, enquiry, complaint and
compliment to be tracked and logged across
various touch points. The KRA additionally collected US$13.65
billion in the 2016/17 financial year; a
substantial increase from US$12.1 billion
that was collected the previous year.
The CRMS includes an end-to-end issue
resolution and escalation framework that
was built using the Oracle Cloud platform.
Since launching the cloud-based taxpayer
service, more than three million Kenyans
filed their income tax returns by the June
30, 2018 deadline; a 26% increase from
the previous year. The complying three
million represent 16% of the total estimated
working population – increasing the total
number of individuals who filed their taxes
by 11%. “The positive results are an indication of
improved customer perception, a drop
in customer response rate, increased
availability and engagement across all
channels,” said Wandera.
58
INTELLIGENTCIO
“The KRA’s vision is commitment to
developing a solution that is hinged on
the concept of customer centricity; the
implementation and rollout of iTax has
brought the authority that much closer to
achieving this.”
Moving forward
KRA is set to integrate more users into the
system to further enhance service delivery
across all relevant customer touch points and
communication channels.
Following complete integration of the system,
the CRM will be positioned as the KRA’s
gateway to its online and offline services.
A total of 6,859 people are employed at
KRA and Wandera says the company has
undertaken extensive staff training to
ensure employees are engaged with the
system and are capable of using it to its
full potential.
www.intelligentcio.com