Responses by Kenya Revenue Authority (KRA) to the challenges in the implementation of the customs' reforms and modernization (CRM)
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.