Responses by Kenya Revenue Authority (Kra) to the Challenges in the Implementation of the Customs' Reforms and Modernization (Crm)
Abstract
This study seeks to determine how KRA implemented the Customs Reforms and
Modernization Program, the challenges KRA encountered in implementing the
reforms and modernization initiatives and how KRA responded to those
challenges.
Using an interview guide, data was collected from the members of the core
Customs Reforms and Modernization team and the Customs officers that were
involved in the reforms and modernization initiatives. These responses were then
tabulated and weighted to determine key challenges and responses.
The findings indicate that the greatest challenge KRA encountered was
resistance to change followed by lack of requisite skills. Other challenges
included lack of resources and a supportive telecommunication infrastructure.
KRA responded to these challenges by training and sensitizing the staff and
stakeholders and hiring new staff with the requisite skills. They also sought
political support and improved their project management style.
One key conclusion of this study is that strong, visionary leadership is an
important component for project success particularly when faced with resistance
to change. Another conclusion is that flexibility, political support, teamwork and
openness are important when implementing strategic change within the public
sector.
Publisher
University of Nairobi
Description
MBA Thesis