Online service delivery is proving to be very efficient and convenient in Kenya. 2 years ago, you could not get an e-mail reply from many of the government institutions' websites if you contacted them via their contact form. That's still the case today in a few of them.
There are many things that you can do on Kenya Revenue Authority (KRA) iTax portal that will save you time and money which you could have spent visiting KRA offices for assistance. Being a regular user of the iTax portal, I must applaud the team at KRA for making all their online services user friendly.