NAIROBI, Kenya — Kenya Power has begun rolling out a new electricity meter reading technology across the country aimed at improving billing accuracy and operational efficiency.
In a notice issued Tuesday, the power utility said the system uses Optical Character Recognition (OCR) technology to capture meter readings directly from meter displays, replacing the traditional manual entry method used by field staff.
“The OCR system allows our teams to scan meter displays directly instead of manually typing meter numbers and readings,” the company said in a statement.
“This improves the accuracy and efficiency of billing, helping ensure customers receive correct bills.”
Technology to improve billing accuracy
Under the new system, meter readers will use scanning devices to capture readings from electricity meters, enabling faster data collection and reducing the risk of human error during manual entry.
Kenya Power said the digital approach forms part of a broader strategy to modernise its service delivery systems and improve customer experience.
However, the company acknowledged that the nationwide rollout has already encountered challenges, particularly when meters are located inside locked premises or secured meter boxes.
“As the system is being rolled out across the country, we have noted that locked premises and meter boxes are the main challenge affecting meter reading,” the notice said.
Customers urged to cooperate
To address the issue, Kenya Power is asking customers to grant staff access to electricity meters during routine visits.
“Customers are therefore kindly requested to allow our staff access to meters within their premises, including opening meter boxes where necessary,” the company said.
The utility also assured customers that all field staff conducting meter readings will carry official identification documents.
“For your safety, all Kenya Power staff visiting customer premises will carry official identification cards with their staff number and national ID details,” the company said.
Customers can verify the identity of visiting staff by dialling *977# and selecting the “Jua for Sure” verification option.
Part of broader digital transformation
The meter reading upgrade follows other digital reforms introduced by Kenya Power in recent months.
In December 2025, the company announced that all new electricity connection applications must be submitted through its online platform, ending the long-standing practice of paper-based applications at service centres.
Applicants are now required to apply through the company’s online portal, accessible via mobile phones and computers.
“The move is aimed at improving operational excellence, enhancing customer experience and ensuring faster processing times for electricity connection requests,” Kenya Power said at the time.
The company also confirmed that manual applications at service centres and banking halls had been phased out.
Improving efficiency and transparency
Kenya Power said digitising its services would help reduce processing times and enhance transparency in electricity connection requests and billing processes.
To support customers during the transition, the utility deployed business development teams across the country to guide users on how to use the digital platforms.
“By digitising the application process, Kenya Power is seeking to reduce turnaround times, increase transparency and make electricity access more convenient for all Kenyans,” the company said.
The rollout of the OCR meter reading system is expected to further strengthen the company’s push toward technology-driven service delivery as it modernises operations in Kenya’s electricity distribution sector.
