The Kenya Revenue Authority is turning to WhatsApp in a bid to simplify tax filing and widen its taxpayer base, unveiling a chatbot that could redefine how millions of Kenyans interact with the tax system.
Dubbed Shuru, the chatbot is designed to bring tax services closer to users by embedding them within one of the country’s most widely used messaging platforms. The move signals a shift from conventional web-based filing systems to a more conversational, mobile-first approach.
KRA is targeting up to 22.6 million registered Personal Identification Number holders who are not currently active taxpayers. Data from the 2024/2025 financial year shows that about seven million Kenyans were actively paying taxes, leaving a significant compliance gap.
According to KRA Commissioner for Micro and Small Taxpayers George Obell, the authority is focusing on adults with financial activity, even if they are not currently earning taxable income.
“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.
Some individuals fall below the KSh24,000 monthly taxable threshold or have no income, but KRA considers them part of a long-term compliance strategy.
The WhatsApp integration is expected to help bridge this gap by making tax filing more accessible and less intimidating, particularly for first-time filers.
The Shuru chatbot allows taxpayers to initiate services by sending a message to KRA’s official number 0711099999. Once connected, users are guided through a menu offering services such as filing returns, making payments, accessing eTIMS, applying for tax compliance certificates and checking PIN details.
To proceed, users must enter their national ID and KRA PIN, followed by a one-time password sent to their registered mobile number. This verification unlocks access to prefilled taxpayer data.
KRA says prefilled returns are central to the system’s efficiency. For salaried individuals, key information such as income, tax deductions and statutory contributions is already populated, reducing the need for manual entry.
The chatbot also integrates real-time assistance, allowing users to resolve issues during the filing process without leaving the platform.
balancing convenience and concern
WhatsApp’s dominance in Kenya makes it a strategic platform for KRA digital push. With an estimated 40 million users and penetration exceeding 90% among internet users, the app is deeply embedded in daily communication and commerce.
By shifting tax filing into a familiar environment, KRA aims to eliminate barriers associated with the iTax portal, which many users find complex and time-consuming.
Under the new system, filing becomes a guided conversation rather than a multi-step web process. Users respond to prompts, confirm details and submit returns within a streamlined interface.
“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.
The authority believes this approach will particularly appeal to younger taxpayers and those in the informal sector, who are more accustomed to mobile-based platforms.
Despite the promise of convenience, the rollout has raised concerns about data security and privacy. Some users worry that integrating sensitive financial information into a messaging platform could expose them to risks.
“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.
KRA has sought to reassure users, stating that the system includes safeguards such as one-time password verification and oversight by an internal security 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,” Obell said.
The launch comes as KRA works toward a KSh2.9 trillion revenue target for the 2025/26 financial year. The authority reported a shortfall in the first half, collecting KSh1.161 trillion against a target of KSh1.314 trillion.
Expanding the tax base and improving compliance are seen as critical to closing this gap.
The WhatsApp chatbot is part of a broader digital transformation strategy aimed at reducing administrative burdens and increasing voluntary compliance. By simplifying the filing process, KRA hopes to address persistent challenges such as last-minute system congestion and low filing rates.
While the interface may be new, the underlying tax obligations remain unchanged. Filing deadlines, including the April 30 deadline for 2025 income returns, still apply.
Analysts say the success of the WhatsApp filing system will depend on user trust, system reliability and data accuracy.
KRA maintains that the initiative is about making tax compliance more accessible.
“You don’t need to be an expert to file anymore, you just need to get started,” the authority said.
If effectively implemented, the chatbot could mark a significant step in modernising Kenya tax system, bringing millions into the compliance net while reshaping how citizens engage with public services.