Building Channel Strategy for a Tax Authority
Kenya Revenue Authority as part of Revenue Administration Reform & Modernization Programme (RARMP) wanted to build a omni channel strategy for deciding on the optimum channel mix, enhancing service delivery mechanisms using technology at optimum costs for increased customer engagement.
Greatsands and the KRA marketing department who was also responsible for channel development carried out a data driven customer profile and insights on existing service delivery and the transactions cost for delivery to determine the gaps.
Having identified the gaps to achieve the overall modernization, developed channel design that focus on consolidating service centers and expanding the digital services which a reduced cost of service delivery.
In addition to the design and channel mix , implementation roadmap and underlying technology for omni-channel rollout along with business case for implementation was developed
The channel design provides a holistic approach to moving from traditional channels to electronic channel as seen trends in OECD and other developed economies.
The framework for design factors specific organizational context for effective implementation and stacking channel design with technology projects for ease of implementation