NAIROBI, Kenya — Kenya Power has announced plans to progressively close all remaining payment counters in its banking halls by June 2027 as the utility accelerates its transition to digital service delivery under the Twende Digital campaign.
The company said the move follows a sharp increase in the use of digital platforms, which now account for more than five million customer interactions every month. The transition will be implemented in phases over the next year, with staff currently deployed at payment counters being reassigned to customer service and customer education roles.
According to the utility, 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 conclude with the closure of counters at Nairobi Electricity House, Stima Plaza, and Mombasa Electricity House by June 30, 2027.
Acting Managing Director and Chief Executive Officer Dr. Jeremiah Kiplagat said the transition reflects Kenya Power’s ambition to become a more accessible, responsive, and innovative utility.
“Since the introduction of these digital solutions, we have witnessed a remarkable 70 pc 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 company’s Customer Experience Roadshows at Stima Plaza in Nairobi.
Kenya Power noted that more than 1,500 frontline employees across the country will undergo customer experience transformation training to support the shift. The utility said the redeployment of staff is intended to strengthen customer engagement rather than reduce its workforce presence.
Over the past year, the company has expanded its digital ecosystem through platforms such as the USSD code *977# and the MyPower mobile application. Customers can now purchase tokens, pay electricity bills, access digital receipts, submit self-meter readings, report outages and interact with the utility without physically visiting its offices.
The company is also investing in smart meters and technologies such as Optical Character Recognition (OCR) to improve billing accuracy, monitoring and service delivery. Kenya Power said the innovations are designed to simplify meter reading and enhance operational efficiency.
The announcement comes as public and private institutions increasingly embrace digital payments and self-service platforms to reduce operational costs and improve customer convenience. However, the shift may also raise concerns among customers in areas with limited internet access or digital literacy challenges.
To address such concerns, Kenya Power said its Twende Digital campaign will include nationwide customer education forums. The roadshows will be held in Nairobi, Mombasa, Kisumu, Eldoret, Central Rift, North Eastern and Western regions, focusing on digital services, fraud prevention, electrical safety and e-cooking.
The utility said the campaign is aimed at deepening engagement with its more than 10 million customers while reinforcing its commitment to becoming a customer-centred organisation in an increasingly digital economy.
