Mombasa: The Kenya Revenue Authority (KRA) has officially launched the 2025 Customer Service Week celebrations in Mombasa under the theme ‘Mission Possible: Intelligent Customer Service,’ coinciding with the authority’s 30th anniversary. The week-long activities commenced with a symbolic 9-kilometre cycling exercise from Customs House to the Kenya School of Revenue Administration (KESRA), emphasizing KRA’s commitment to continuous engagement and partnership with taxpayers.
According to Kenya News Agency, the Commissioner for the Shared Services Department, Nancy Ng’etich, highlighted that the occasion provided an opportunity to reflect on KRA’s growth and reaffirm its dedication to service excellence. She announced that over 508,000 taxpayers have adopted the Electronic Tax Invoice Management System (eTIMS), simplifying compliance, particularly for those in the informal sector. Ng’etich stated that KRA is on track to reach its goal of one million eTIMS users by June 2026.
Ng’etich emphasized the importance of building trust, partnership, and a system where taxpayers feel valued and supported, rather than solely focusing on taxes collected. She reiterated KRA’s guiding values of being Trustworthy, Ethical, Competent, Helpful, Innovative, and Simple (TECHIS), stressing empathy and responsiveness in customer service. Ng’etich also praised KRA staff for their dedication, contributing to record revenue collection and strengthening national development.
Mombasa County Secretary and Head of Public Service, Jeizan Faruk, representing the County Government, commended KRA as a key partner in enhancing local revenue mobilization and supporting economic growth. He noted that taxpayers from the southern region contribute approximately 25 percent of national revenue, reflecting their patriotism and commitment.
KESRA Principal, Dr. Fred Mwirigi, remarked that Customer Service Week highlights KRA’s transformation through innovation, with eTIMS as a model of efficient and intelligent service delivery. He encouraged KRA to consider developing a modern conference facility at KESRA to accommodate about 300 staff members and enhance future training and stakeholder engagements.
