Kenya Power’s plan to scrap physical payment channels in digital overhaul

ZIPPORAH ODIONYI AND LILIAN GICHOHI-KNA

Kenya Power will progressively phase out physical payment counters in its banking halls by June 2027 as part of an ambitious digital transformation programme aimed at improving customer experience and service delivery across the country.

Kenya Power Acting Managing Director and Chief Executive Officer, Dr. Jeremiah Kiplangat, announced the move, during the launch of the Kenya Power 2026 Customer Experience Roadshow dubbed; Twende Digital held at Stima Plaza in Nairobi.

Dr. Kiplangat said the utility has witnessed a significant shift in customer behaviour, with more consumers embracing digital platforms for payments and service access.

“Today, these platforms collectively account for over five million customer interactions every month. This is a powerful signal that customers are embracing digital channels and that the future of service delivery is digital,” he said.

He noted that the adoption of digital services has resulted in a 70 per cent reduction in customer traffic at Kenya Power banking halls, prompting the Company to accelerate its transition to a fully digital payment ecosystem.

“For this reason, Kenya Power will progressively phase out the remaining physical payment counters in our banking halls by June 2027 as we transition towards a fully digital payment ecosystem,” said Dr. Kiplangat.

He clarified that the move is intended to improve efficiency rather than limit customer access to services.

“Let me be very clear on this point. We are not closing doors on our customers. We are closing outdated payment counters so that we can deliver service in a faster, safer, more efficient and more convenient way,” he added. 

According to the utility firm, the transition will be implemented in phases, with payment counters in Nyeri, Thika and Kisii set to close by June 30, 2026, followed by Nakuru, Kisumu and Eldoret by December 31, 2026.

Nairobi’s Electricity House and Stima Plaza, as well as Mombasa Electricity House, will close their payment counters by June 30, 2027.

Kenya Power currently serves more than 10 million customers nationwide, including households, businesses, industries, schools, hospitals and public institutions.

Dr. Kiplangat said modern customers expect services that are simple, transparent and accessible remotely, making digital transformation a strategic necessity for the company.

“Our customers do not just buy electricity from us. They buy convenience, reliability, trust and assurance. They expect to access our services from the comfort of their homes, businesses and workplaces,” he said.

He revealed that the Company has expanded its digital service channels, including the MyPower App, USSD code *977# and other self-service platforms that allow customers to buy tokens, pay bills, access receipts, submit meter readings, report outages and check account information without visiting Kenya Power offices.

Beyond digital payments, the utility is also investing in smart technologies to improve operational efficiency and service reliability. “All new meters currently being deployed are smart meters.

This will support better monitoring, improve billing accuracy, faster response to customer issues and greater operational efficiency,” Dr. Kiplangat said.

He added that Kenya Power is leveraging technologies such as Optical Character Recognition (OCR) and self-billing platforms to simplify meter reading and enhance billing efficiency.

The Company is also undertaking a customer experience transformation programme targeting more than 1,500 frontline employees across the country.