KRA director general John Njiraini.[Photo/standard]
Kenya Revenue Authority Director General John Njiraini has lauded the new Customer Relationship Management Solution (CRMS).
The platform is meant to enhance taxpayer experience, improved service delivery and increased operational efficiency.
The social media engagement rate has more than doubled, from 300 to over 700 engagements per day.
Under the program, customer query response time has improved to an average of 15 minutes across all platforms.
Speaking at his office in Nairobi on Tuesday when he hosted the Oracle Senior Vice President, Mr Arun Khehar, KRA Commissioner Njiraini said the CRMS is an integral part of KRA’s transformation agenda that is anchored on technology for enhanced service delivery.
“Since we rolled-out CRM solution in December 2017, our interactions with taxpayers has significantly improved, and we continue to receive positive feedback,” said Mr. Njiraini.
During the festive period, the robust CRM tool caused excitement among the five (5) million taxpayers who received season’s greetings e-card on their iTax registered email addresses.