Kenya Power to Phase Out Payment Counters in Shift to Digital Services
Kenya’s main electricity distributor, Kenya Power, has announced plans to close all remaining physical payment counters in its banking halls by June 2027, marking a significant step in its transition toward fully digital service delivery. The move follows a substantial increase in customer adoption of digital platforms, which now handle over five million interactions monthly.
According to the company, the transition will be implemented in three structured phases. The first phase will see the closure of payment counters in Nyeri, Thika, and Kisii by June 2026. This will be followed by the shutdown of facilities in Nakuru, Kisumu Electricity House, and Eldoret by December 31, 2026. The final phase will involve closing major outlets, including Nairobi Electricity House, Stima Plaza, and Mombasa Electricity House, by June 30, 2027.
As part of the restructuring process, employees currently stationed at the affected counters will not lose their jobs but will instead be redeployed to enhance customer service delivery and education. This effort forms part of the company’s broader “Twende Digital” campaign, which aims to equip customers with the knowledge and tools needed to transition smoothly to digital platforms.
Additionally, Kenya Power plans to roll out an internal training programme targeting more than 1,500 frontline staff across the country. The initiative is designed to improve customer experience by ensuring that employees are well-equipped to support users navigating digital services.
Speaking during the launch of the Customer Experience Roadshows at Stima Plaza in Nairobi, Acting Managing Director and CEO Dr. Jeremiah Kiplagat emphasized that the shift aligns with the company’s long-term vision of becoming a more accessible and innovative utility provider.
He noted that since the introduction of digital payment and service platforms, customer traffic in physical banking halls has dropped by approximately 70 percent. This, he said, demonstrates a growing willingness among customers to embrace digital solutions.
Over the past year, Kenya Power has expanded its digital infrastructure, including the USSD code *977# and the MyPower mobile application. Through these platforms, customers can conveniently purchase electricity tokens, pay bills, obtain digital receipts, submit meter readings, report outages, and communicate directly with the company without visiting physical offices.
Beyond payment services, the company is also investing in advanced technologies to enhance operational efficiency. These include the deployment of smart meters for improved billing accuracy and monitoring, as well as the use of Optical Character Recognition (OCR) technology and self-reading platforms to simplify meter reading processes.
The Twende Digital campaign, launched alongside the roadshows, will extend to various regions across the country, including Nairobi, Mombasa, Kisumu, Eldoret, Central Rift, North Eastern, and Western Kenya. The outreach programme aims to educate customers on digital services, fraud prevention, electrical safety, and the adoption of e-cooking technologies.
With over 10 million customers nationwide, Kenya Power says the initiative underscores its commitment to becoming a customer-centric organization while leveraging technology to deliver efficient and reliable services. The planned closure of payment counters signals a broader transformation within the utility sector as companies increasingly adopt digital solutions to meet evolving consumer needs.
