The Kenya Revenue Authority (KRA) has rolled out a WhatsApp chatbot service dubbed “Shuru”, marking a major shift in how taxpayers—especially Micro, Small and Medium Enterprises (MSMEs)—interact with the taxman.
The service is part of KRA’s wider digital reform agenda aimed at simplifying tax compliance, expanding the tax base and boosting voluntary compliance, particularly among millions of small traders who operate outside the formal tax system.
What the WhatsApp Tax service is and how it works
The WhatsApp service is an AI-enabled virtual assistant that allows taxpayers to access key tax services directly through WhatsApp, one of Kenya’s most widely used digital platforms.
To access the service, users save the official KRA WhatsApp number +254 711 099 999 and send a message such as “Hi” or “Menu”. After a brief identity verification process, the chatbot presents a menu of services and guides users step-by-step through each process.
The service currently offers 15 tax services, including PIN registration and verification, filing of tax returns such as Turnover Tax (TOT), VAT, PAYE and Monthly Rental Income, checking Tax Compliance Certificate (TCC) status, and generating eTIMS electronic tax invoices.
KRA says the guided, conversational format reduces confusion and errors common on traditional online platforms.
“We are simplifying tax compliance by taking services to platforms that Kenyans already use daily,” KRA Commissioner General Humphrey Wattanga said at the launch.
Why KRA introduced the service
The WhatsApp chatbot was introduced to address long-standing barriers that have kept many small traders outside the tax net. These include limited access to computers, unreliable internet, and low digital literacy—especially in informal settlements and rural areas.
While KRA’s iTax system remains operational, the authority acknowledges that its complexity discouraged compliance among small traders.
“Tax compliance should not feel like a punishment. It should be simple, accessible and affordable,” Wattanga said.
The chatbot also complements KRA’s USSD service (*222#), ensuring even traders using feature phones are not left out.
By reducing physical visits to tax offices and minimizing human interaction, KRA also aims to cut compliance costs, improve efficiency and reduce opportunities for corruption.
Why MSMEs are central to the strategy
MSMEs account for about 33 per cent of Kenya’s GDP, yet contribute only around one per cent of total tax revenue, making them the largest untapped source of potential revenue.
To address this gap, KRA recently established a Micro and Small Taxpayers Department, tasked with onboarding an additional five million businesses into the tax system.
Integrating eTIMS with WhatsApp allows traders to generate compliant digital invoices easily—ensuring expenses are verifiable and tax-deductible while enabling KRA to use data analytics and AI to detect non-compliance.
“Our focus is shifting from enforcement to facilitation. We want to grow a culture of voluntary compliance,” Wattanga said.
KRA believes that by meeting small traders “where they are,” the WhatsApp service could significantly boost tax compliance, broaden the tax base and support national revenue growth—without increasing tax rates.
As Kenya pushes toward a more digitised economy, the success of “Shuru” may determine whether millions of informal businesses finally make the transition into the formal tax system.
