The Kenya Revenue Authority is in the process of establishing a call center that will serve as a centralized one-stop information center for taxpayers.
The call center will respond to queries received through telephone, fax, Short Message Service, e-mail and physical mail, the authority announced.
Equipped with a module that interfaces with existing database systems and an interactive voice response system that lets callers access self-service facilities, the center will aim to improve service delivery to taxpayers.
The KRA also announced that it will launch an integrated tax management system in December that will allow the public to pay taxes, submit forms and tax returns, and send queries to the KRA, all with the click of a mouse.
Registered trained agents will act as intermediaries for receiving and digitalizing information that taxpayers submit online. Once the information is digitalized, the intermediary agents will send it directly to the KRA via the Internet.
