Kenya Power announced plans to close all remaining payment counters in its banking halls by June 2027 as part of its “Twende Digital” campaign, marking a major shift toward fully digital customer services.
The utility company said the move follows a significant increase in the adoption of digital platforms, which now handle more than five million customer interactions every month.
The transition will be implemented in three phases.
The first phase will see the closure of payment counters in Nyeri, Thika and Kisii 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, employees currently working at payment counters will be redeployed to customer service and customer education roles to support the company’s digital transformation agenda.
Acting Managing Director and Chief Executive Officer Jeremiah Kiplagat said the initiative reflects the company’s ambition to become a more accessible, responsive and innovative utility provider.
“Since the introduction of these digital solutions, we have witnessed a remarkable 70 per cent 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,” he said during the launch of the Customer Experience Roadshows at Stima Plaza in Nairobi.
The company will also roll out a customer experience transformation programme targeting more than 1,500 frontline employees across the country to strengthen service delivery during the transition.
Kenya Power said customers can already access a wide range of services through its digital platforms, including the USSD code *977#, the MyPower App and other online channels.
These services include purchasing electricity tokens, paying bills, obtaining digital receipts, submitting self-meter readings, reporting outages and communicating directly with the utility without visiting its offices.
The company is also expanding the use of smart meters to improve billing accuracy and service monitoring while leveraging technologies such as Optical Character Recognition (OCR) and self-reading platforms to simplify meter reading.
The Twende Digital campaign, launched alongside the Customer Experience Roadshows, will tour Nairobi, Mombasa, Kisumu, Eldoret, Central Rift, North Eastern and Western regions over the coming weeks.
The campaign aims to educate customers on digital services, fraud prevention, electrical safety and e-cooking while deepening engagement with the company’s more than 10 million customers.
The move places Kenya Power among a growing number of organizations embracing digital-first service delivery as consumers increasingly shift away from physical service points in favour of mobile and online platforms.
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