The Kenya Revenue Authority is turning to WhatsApp in a bid to simplify tax filing and expand compliance, targeting millions of Kenyans currently outside the active taxpayer base.
The tax authority has introduced a chatbot dubbed Shuru, a digital tool designed to streamline filing processes and improve accessibility. The initiative forms part of KRA broader modernization strategy as it seeks to enhance service delivery and boost revenue collection.
According to KRA data for the 2024/2025 financial year ending 30 June 2025, only about 7 million Kenyans were actively paying taxes out of approximately 22 million registered Personal Identification Number holders.
KRA Commissioner for Micro and Small Taxpayers George Obell said the authority is now focusing on a wider pool of adults with financial activity.
“We have about 27.5 million adults aged 18 and above. Of these, 22.6 million have PINs, largely because they need them to access services such as opening bank accounts,” Obell said.
He noted that many PIN holders fall below the taxable income threshold of KSh24,000 per month or have no income, but remain part of KRA long term compliance strategy.
Leveraging WhatsApp to widen access
KRA choice of WhatsApp reflects the platform widespread adoption in Kenya. With an estimated 40 million users and penetration rates exceeding 90% among internet users, the messaging app is deeply integrated into everyday communication and business activity.
Through the chatbot, users can access prefilled taxpayer information by initiating a conversation via KRA official number 0711099999. The platform offers a range of services, including tax return filing, payments, eTIMS services, compliance certificate applications and PIN verification.
To proceed, users must input their national ID and KRA PIN, followed by a one time password sent to their registered mobile number. This verification enables secure access to personal tax data.
KRA says the chatbot will reduce the need for physical visits to tax offices and make filing more convenient.
“It’s going to reduce the workload of people having to travel to KRA offices across the country. Filing taxes will be simpler,” said Shanice Mutete, a student.
However, some users have raised concerns about data privacy and system security.
“People already find the current system difficult to access. If this works, it means the system will have more of your personal details,” said Joseph Obonyo, a Nairobi based pastor.
Obell emphasized that the platform incorporates safeguards, including one time password verification and oversight by an internal cybersecurity team.
“The intention is to make it easier, but also to ensure taxpayers file correctly. We have systems in place to secure user data and address any gaps identified,” he said.
The rollout comes as KRA works to meet its KSh2.9 trillion revenue target for the 2025/2026 financial year. In the first half of the period, the authority collected KSh1.161 trillion against a target of KSh1.314 trillion.
Beyond filing, the chatbot also serves as an entry point for resolving tax related disputes, which can be escalated within KRA support systems.
