The Kenya Revenue Authority (KRA) has been shortlisted as one of the global finalists for the prestigious Oracle SuperNova Customer Service Excellence Awards.
Global technology firm Oracle said in a communique that KRA has been nominated as a finalist in the Modern Customer Experience Award category.
The Oracle SuperNova Customer Service Excellence Awards recognize organizations that deliver an industry-leading customer experience through the use of multiple Oracle CX products.
Over 300 nominations were received for the award in 2018.
“The SuperNova Awards recognizes organizations for their innovative application of disruptive technology in business,” Oracle Application Director Kenya, Serge V. Blockman said.
In 2017, KRA adopted a robust Customer Relationship Management (CRM) tool as part of its transformation agenda.
The solution with transformation capabilities, combining strategic value with technology to provide insight on taxpayers help them the authority to reap benefits.
KRA Deputy Commissioner, Marketing and Communication, Grace Wandera says the nomination comes at a time when KRA has redesigned its service delivery model which is anchored on CRM solution as one of its pillars.
“We are proud to be selected for this award. This adds further credibility to our continued efforts to consistently deliver world-class innovative solutions with a dedication to all the taxpayers,” Wandera said.
She added, “The calibre of the competition is extremely high and we are in very good company with some of the world’s biggest names.”
Within the Transformation Agenda, KRA is consciously changing the tax compliance approach to focus more on customer facilitation rather than the traditional enforcement model.
KRA is also implementing an advanced Customer Analytics through the CRM solution in order to generate insights that enable connection with individual customers at every touch point effectively and maximizing value with each interaction.
2018 Winners of the eighth annual SuperNova Awards are set to be announced during a ceremony in San Francisco, California on October 24, 2018.