Kenya Power to Close All Cash Payment Counters by June 2027 in Digital Transformation Push
By Shadrack Mutai – Nairobi, Kenya
Kenya Power will close all its remaining payment counters across the country by June 2027 as it accelerates its transition to digital service delivery under the Twende Digital campaign.
The utility firm says the move has been informed by a sharp rise in the use of digital platforms, which now handle more than five million customer interactions every month.
The phased closure will begin with the Nyeri, Thika and Kisii offices by June 2026, followed by Nakuru, Kisumu Electricity House and Eldoret by December 2026. The final phase will cover Nairobi Electricity House, Stima Plaza and Mombasa Electricity House by June 2027.
As part of the transition, staff currently deployed at payment counters will be reassigned to customer service and customer education roles. The company will also roll out a customer experience transformation programme targeting more than 1,500 frontline employees.
Speaking during the launch of the Customer Experience Roadshows at Stima Plaza in Nairobi, Acting Managing Director and CEO Dr. Jeremiah Kiplagat said the shift reflects Kenya Power’s commitment to becoming a more accessible and customer-focused utility.
“Since the introduction of these digital solutions, we have witnessed a remarkable 70 per cent 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,” said Kiplagat.
He noted that Kenya Power has significantly expanded its digital ecosystem over the past year through the MyPower App and the *977# USSD platform, enabling customers to purchase tokens, pay bills, access digital receipts, submit meter readings, report outages and interact with the company without visiting its offices.
“Over the past year, Kenya Power has significantly accelerated its digital transformation journey through the expansion of customer self-service platforms and digital engagement channels to offer our customers faster and simplified services,” he added.
The company is also investing in smart meters, Optical Character Recognition (OCR) technology and self-reading platforms to improve billing accuracy, monitoring and service efficiency.
The Twende Digital campaign, launched alongside the Customer Experience Roadshows, will traverse Nairobi, Mombasa, Kisumu, Eldoret, Central Rift, North Eastern and Western regions in the coming weeks.
According to Kenya Power, the campaign seeks to educate customers on digital services, fraud prevention, electrical safety and e-cooking while deepening engagement with its more than 10 million customers nationwide.
The initiative marks one of the utility firm’s biggest shifts in customer service delivery as it seeks to leverage technology to improve efficiency and customer experience.
