Intelligent CIO Africa Issue 21 - Page 58

CASE STUDY One of Kenya Revenue Authority’s headquarters, situated in Nairobi SINCE THE INITIAL CRM ROLLOUT AS PART OF THE AUTHORITY’S TRANSFORMATION AGENDA, THEIR ENGAGEMENT WITH TAXPAYERS HAS SIGNIFICANTLY IMPROVED. engagement platform that allows for every service request, enquiry, complaint and compliment to be tracked and logged across various touch points. The KRA additionally collected US$13.65 billion in the 2016/17 financial year; a substantial increase from US$12.1 billion that was collected the previous year. The CRMS includes an end-to-end issue resolution and escalation framework that was built using the Oracle Cloud platform. Since launching the cloud-based taxpayer service, more than three million Kenyans filed their income tax returns by the June 30, 2018 deadline; a 26% increase from the previous year. The complying three million represent 16% of the total estimated working population – increasing the total number of individuals who filed their taxes by 11%. “The positive results are an indication of improved customer perception, a drop in customer response rate, increased availability and engagement across all channels,” said Wandera. 58 INTELLIGENTCIO “The KRA’s vision is commitment to developing a solution that is hinged on the concept of customer centricity; the implementation and rollout of iTax has brought the authority that much closer to achieving this.” Moving forward KRA is set to integrate more users into the system to further enhance service delivery across all relevant customer touch points and communication channels. Following complete integration of the system, the CRM will be positioned as the KRA’s gateway to its online and offline services. A total of 6,859 people are employed at KRA and Wandera says the company has undertaken extensive staff training to ensure employees are engaged with the system and are capable of using it to its full potential.