Kenya Power goes fully digital

Kenya Power and Lighting Company is undertaking a comprehensive digital transformation, aiming to phase out all physical payment counters in its banking halls by June 2027. This transition, led by Acting Managing Director and CEO Jeremiah Kiplagat, is driven by a 70% reduction in customer traffic due to increased use of digital platforms, which now account for over five million monthly interactions. The process will occur in three phases, starting with Kenya — Nyeri, Kenya — Thika, and Kenya — Kisii by June 2026, followed by Kenya — Nakuru, Kenya — Kisumu, and Kenya — Eldoret by December 2026, and concluding with Kenya — Nairobi and Kenya — Mombasa by June 2027. Staff from the closed counters will be redeployed to enhance customer service and education as part of the 'Twende Digital' campaign, which includes customer experience roadshows across various regions. Kenya Power and Lighting Company is also investing in smart meters and technologies like Optical Character Recognition (OCR) to improve billing accuracy and service delivery, demonstrating its commitment to becoming a more accessible, responsive, and innovative utility.