Clients seeking services at KRA headquarters, Times Tower, Nairobi.
The Kenya Revenue Authority (KRA) is targeting up to 22.6 million potential new taxpayers through a WhatsApp-based chatbot as it seeks to boost compliance and simplify tax filing.
The bot, dubbed Shuru, is the taxman’s latest digital intervention and forms part of its broader change management strategy ahead of an anticipated rebranding. KRA says the platform is designed to make filing returns easier, addressing long-standing concerns among Kenyans about the complexity of the process.
Data from the 2024/2025 financial year, which ended on June 30, 2025, shows that about seven million Kenyans were actively paying taxes out of 22 million registered Personal Identification Number (PIN) holders.
According to KRA Commissioner for Micro and Small Taxpayers George Obell, 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,” said Mr Obell.
George Obell, Commissioner for Micro and Small Taxpayers at the Kenya Revenue Authority (KRA), during KRA’s visit to Kendu Adventist School of Medical Sciences on December 15, 2025.
Also Read: KRA targets 3 million tax evaders depriving taxman an estimated Sh2.2 trillion in revenue
He noted that a portion of these individuals do not currently earn taxable income, either because they are below the Sh24,000 monthly threshold or have no income at all, but remain within KRA’s long-term compliance net.
WhatsApp, the country’s most widely used messaging platform, offers a significant entry point.
With an estimated 40 million users in Kenya and penetration rates exceeding 90 percent among internet users, the platform is deeply embedded in daily communication, business transactions, and content sharing.
Through the chatbot, KRA has prefilled taxpayer information, which users can access by initiating a conversation via the official contact number (0711099999). Once engaged, Shuru presents a menu of services including tax payments, filing returns, eTIMS services, tax compliance certificate applications, PIN checks, and the option to speak to a KRA agent.
To proceed, users are required to input their national ID and KRA PIN, followed by a one-time password (OTP) verification sent to their registered mobile number. This process allows access to prefilled data and available services.
KRA says the platform will reduce the need for physical visits to its offices and ease the filing process.
“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, the rollout has also raised concerns among some users about data security and privacy.
“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.
Mr Obell maintained that the system has robust safeguards, including OTP verification, and is supported by an internal security team tasked with addressing any vulnerabilities.
“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.
Beyond filing, the chatbot also serves as an initial touchpoint for tax-related disputes, which can then be escalated within KRA’s support framework.
The digital push comes as the taxman seeks to meet its Sh2.9 trillion revenue target for the 2025/26 financial year, following a shortfall in the first half, where it collected Sh1.161 trillion against a target of Sh1.314 trillion.
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