Kenya revenue agency hails Cloud for turnaround
NAIROBI – CLOUD computing has enabled the Kenya Revenue Authority’s (KRA) enhance taxpayer experience, improve service delivery and increase operational efficiency.
Following the adoption of new Customer Relationship Management Solution (CRMS), Oracle’s cloud platform, at the end of 2017, social media
engagement rate has more than doubled from 300 to over 700 engagements per day, with customer query response time improving to an average of 15
minutes across all platforms, as opposed to the previous one-hour average turnaround time.
CRM provides KRA with a single platform to better understand customer needs and respond to their demands more quickly and efficiently.
Speaking at his office in Nairobi on Wednesday KRA Commissioner General, John Njiraini, said the CRMS is an integral part of KRA’s transformation
agenda that is anchored on technology for enhanced service delivery.
He spoke as he hosted Oracle Senior Vice President, Arun Khehar.
“Since we rolled-out CRM solution in December 2017, our interactions with taxpayers has significantly improved. We continue to receive positive feedback,” Njiraini said.
The seamless integration of CRMS in tax administration has provided a platform where taxpayers can effectively interact with KRA.
“This is the real power of technology. This is great, don’t underrate what you have done, take it global,” said Khehar who is in charge of Oracle’s Business Applications for East and Central Europe, Middle East and Africa (ECEMEA).
The system’s customer portal is currently being piloted and will be fully rolled out by end of January, 2018.
KRA intends to integrate the CRM system with third party data platforms to widen the reach.
The agency is currently undertaking extensive staff training programmes to guarantee superior Customer Interaction Management in line with its
strategic direction of facilitating taxpayers.
– CAJ News
