KRA to Roll Out Stationless PIN Service Delivery to Boost Taxpayer Experience
KRA officials during a Citizen Assembly Forum in Nairobi on October 9, 2025, discussing the planned stationless PIN service to improve taxpayer convenience.
The Kenya Revenue Authority (KRA) is set to introduce a Stationless Personal Identification Number (PIN) Service Delivery model aimed at enhancing convenience, efficiency, and accessibility of taxpayer services across the country.
The new system will allow individuals and businesses to access services from any KRA Taxpayer Service Office (TSO) nationwide, irrespective of their registration location or operational base. This marks a shift from the current station-based model that ties taxpayers to specific offices, often resulting in delays and administrative bottlenecks.
Speaking during a Citizen Assembly Forum in Nairobi, KRA Board Chairman Ndiritu Muriithi said the innovation seeks to transform how taxpayers engage with KRA in response to their evolving needs.
“In our engagements with taxpayers, we have observed a growing demand for convenience, flexibility, and reduced bureaucracy in service delivery. The introduction of stationless PIN service delivery will ensure that taxpayers have their issues resolved at the first point of contact without being referred elsewhere,” said Muriithi.
He also noted that the initiative is part of KRA’s broader digital transformation journey designed to simplify processes, improve customer experience, and promote voluntary compliance.
KRA Commissioner General Humphrey Wattanga who was also present in the assembly said that the reform aligns with the Authority’s 9th Corporate Plan, which places customer-centric service delivery at the heart of its operations.
“We are redesigning KRA to be customer-centric, focusing on simplified tax processes. The stationless PIN service delivery will make registration and compliance easier, helping taxpayers focus on growing their businesses as we deliver service excellence,” said Wattanga.
Currently, KRA operates a station-based system that allocates taxpayers to offices based on their turnover or physical location. While this framework has served the Authority for years, it has also contributed to service delays, inconsistencies, and higher compliance costs.
To complement the reform, KRA has introduced several digital tools to enhance service access. Taxpayers can now use the USSD code *222# and select option five to retrieve or verify PINs and access other essential services without internet connectivity. Additionally, a WhatsApp chatbot has been launched to provide instant query resolution and real-time information support.
KRA currently serves over 22 million registered taxpayers through 136 service points nationwide. However, most centres are concentrated in urban areas, limiting reach to rural and underserved communities.
To bridge this gap, the Authority promised to roll out an agent model, similar to those used by banks and mobile service providers, to extend its service footprint. The first cohort of 10,000 agents is expected to be recruited this year to offer basic services such as registration, tax filing, and payments.
The planned stationless system and agent model are part of KRA’s continued efforts to build a responsive, digital-first tax administration that simplifies compliance and enhances public trust in revenue collection.
