Kenya Power has unveiled plans to gradually phase out all remaining payment counters in its banking halls by June 2027, citing a significant increase in the adoption of digital platforms, which currently facilitate more than five million customer interactions each month.
The migration to fully digital payment channels will be implemented in three stages. The first phase will see the closure of payment counters at the Nyeri, Thika and Kisii offices by June 2026. The second phase will cover Nakuru, Kisumu Electricity House and Eldoret by December 31, 2026, while the final phase will involve Nairobi Electricity House, Stima Plaza and Mombasa Electricity House by June 30, 2027.
As part of the transition, affected staff will be redeployed to customer service and customer education roles under the company’s Twende Digital campaign. Kenya Power will also roll out a customer experience transformation programme targeting more than 1,500 frontline employees nationwide.
Kenya Power’s Acting Managing Director and CEO, Dr. Jeremiah Kiplagat, said the move reflects the utility’s broader vision of enhancing accessibility, responsiveness, and innovation in service delivery.
Speaking at the launch of the Customer Experience Roadshows at Stima Plaza, Nairobi, he said customer uptake of digital platforms has continued to grow, resulting in a significant decline in visits to the company’s banking halls.
“Since the introduction of these digital solutions, we have witnessed a remarkable 70% reduction in customer traffic within our banking halls. This is a clear indication that our customers are ready and willing to transition to digital service channels.”
“Over the past year, Kenya Power has significantly accelerated its digital transformation journey through the expansion of customer self-service platforms (USSD Code *977# and MyPower App) and digital engagement channels to offer our customers faster and simplified services. Through these platforms, customers can now buy tokens, pay bills, access digital receipts, submit self-readings, report outages, and interact with Kenya Power directly from their phones without visiting our offices or banking halls,” he added.
Additionally, Kenya Power continues to expand its portfolio of digital solutions as customer adoption of online service channels grows. The utility is rolling out smart meters to enhance monitoring, improve billing efficiency, and increase service accuracy. It is also adopting technologies such as Optical Character Recognition (OCR) and self-meter reading platforms to streamline the meter reading process.
The Twende Digital campaign, unveiled alongside the Customer Experience Roadshows, will see Kenya Power teams engage customers across Nairobi, Mombasa, Kisumu, Eldoret, Central Rift, North Eastern, and Western regions in the coming weeks.
Through the roadshows, the company aims to raise awareness of its digital services while educating customers on fraud prevention, electrical safety, and e-cooking.
The initiative is intended to strengthen engagement with its more than 10 million customers and reinforce its commitment to delivering customer-centric services.
Go to TECHTRENDSKE.co.ke for more tech and business news from the African continent and across the world.
Follow us on WhatsApp, Telegram, Twitter, and Facebook, or subscribe to our weekly newsletter to ensure you don’t miss out on any future updates. Send tips to editorial@techtrendsmedia.co.ke
