NAIROBI,Kenya, Dec 23 – The Kenya Revenue Authority (KRA) has adopted a new generation Customer Relationship Management (CRM) solution to advance its tax administration mandate.
The robust CRM tool introduced as part of KRA’s Transformation Agenda is already causing excitement among tax payers who have received a Seasons Greetings E-Card on their iTax registered Email Addresses.
Speaking when she confirmed the progressive roll-out of the CRM application, KRA Deputy Commissioner in-charge of Marketing and Communication Grace Wandera said the technology based system has been adopted to enable the Authority leverage technology to achieve full electronic customer service and enhance operational efficiency.
“We are glad that Tax payers have reported a pleasant surprise having received their Seasons Greetings cards from KRA. This has been made possible by the recent implementation of a robust CRM system as part of the Transformation Agenda,” Wandera said. “Within the Transformation Agenda, we are consciously changing our tax compliance approach to focus more on customer facilitation rather than the traditional enforcement model. This re-orientation is actively focusing on building trustful relationships internally (amongst staff) and externally (with citizens) as the key driving forces to sustain tax compliance enhancement in the long term,” She added.
The deployment of technology based solutions at KRA, Wandera said, will provide a good platform to enhance service delivery.
The Authority is also implementing an advanced Customer Analytics through the Customer Relationship Management (CRM) system in order to build capability to manage vast amounts of unstructured data, make sense of it with analytics, and generate insights that enable them to connect with individual customers at every touch point effectively, and maximizing value with each interaction.
As part of the strategy, KRA has also been undertaking extensive staff training programmes to guarantee superior Customer Interaction Management with the tax payers.