I am writing to you regarding the process in place for motor vehicle transfers. I undertook to process a transfer and the process was as follows:
1. Queue at counter 21 (or 22) to have application approved (This involves an officer leafing through documents provided to ensure they are in order then writing amount to be paid if they are so)
2. Queue at counter 23 to get an e-slip
3. Go to petrol station outside Times Towers to make 3 photocopies of the e-Slip
4. Go to NBK on 5th Floor of Times Towers to pay the transfer fee
5. Return to Petrol station to make a photocopy of the payment slip
6. Take documents back to counter 23 (no need to queue this time) and leave them with officer.
On Tuesday 19th January, the above process took me about one and a half hours to complete. I noted the following:
This is a 6- step process involving 3 different queues that could (and should!) be completed in one step, at one service window in 5 minutes. Due to the convoluted process in place, what should take 10, maybe 20 minutes (including queuing time) is stretched to take over an hour.
I would suggest any or all of the following measures be implemented to speed up the process to make it more efficient:
1. The approval and e-slip printing combined to one single step.
2. The e-slip is currently printed in landscape orientation in the middle of an A4 sheet. It probably takes up about half the paper in total. I suggest printing the same in portrait orientation and to reduce the size of the slip so that the same thing can be printed 3 (or 4) different times on the same page. This will allow customers to simply tear the different copies rather than have to leave the building altogether to get photocopies.
3. Payments can be done at the same time and place the documents are approved and e-slip printed. The current process turns the taxpayer into a defacto cash handler for KRA which is not efficient from a customer stand point.
If these steps were implemented, the process of lodging transfer documents would be much faster and easier for the taxpayer.
By creating efficient processes, KRA allows taxpayers to spend less time in queues and on fools errands and more time being productive. More productivity translates to higher earnings which in turn translates to more taxes being paid.
I thank you for your time.