NAIROBI,Kenya-Power has recorded significant growth in the use of its self-service platforms over the last financial year, highlighting a rising shift towards digital convenience among its customers.
Data from the utility firm shows that total customer interactions on the MyPower App rose by 22.12pc to 2.02 million in the financial year ending June 30, 2025, up from 1.65 million in the previous year. Similarly, interactions via the USSD Code *977# increased by 13.58pc, reaching 1.84 million from 1.62 million.
“One of our strategic growth pillars is customer satisfaction. We have identified various ways through which we intend to enhance service delivery, riding on technology,” said Kenya Power’s Managing Director Joseph Siror.
“Our self-service platforms offer our customers the convenience to access our services at their comfort, which is a step forward in our journey towards seamless service delivery.”
Bill queries were the most used service, growing by 304,198 new requests to hit a total of 1.7 million.
The bill simulator feature, which helps customers understand their electricity usage, received 21,967 new requests during the year, bringing the total to 99,709.
“The bill simulator is a very important component of our self-service platforms as it empowers our customers to understand their power bill and plan accordingly based on their income.”
“Our business is focused on powering livelihoods to prosperity.”
The company also noted increased usage of its self-reading service for postpaid customers and the Jua for Sure feature, which allows customers to verify the identity of Kenya Power staff. Identity verification requests rose by 6,887 to 33,422.
New registrations for the platforms reached 41,265, up by 10,440 from the previous year.
