Kenya Power Goes Fully Digital, Ends Physical Bill Payment Counters

By Violet Akinyi

Kenya Power has announced plans to gradually close physical payment counters in its banking halls by June 2027 as it accelerates its transition to fully digital service delivery across the country.

The move is part of a broader digital transformation strategy aimed at making services faster, easier, and more convenient for customers.

Speaking during the launch of the 2026 Customer Experience Roadshow, dubbed Twende Digital, at Stima Plaza in Nairobi, Acting Managing Director Dr. Jeremiah Kiplangat said the growing adoption of digital platforms has reshaped how customers interact with the utility provider.

“Today, these platforms collectively account for over five million customer interactions every month. This is a powerful signal that customers are embracing digital channels and that the future of service delivery is digital,” he said.

According to Dr. Kiplangat, visits to Kenya Power banking halls have declined by nearly 70 percent, prompting the company to fast-track its digital transition.

“For this reason, Kenya Power will progressively phase out the remaining physical payment counters in our banking halls by June 2027,” he said.

He emphasized that the move is intended to improve service delivery rather than limit customer access.

“Let me be very clear on this point. We are not closing doors on our customers. We are closing outdated payment counters so that we can deliver service in a faster, safer, more efficient, and more convenient way,” he added.

Kenya Power serves more than 10 million customers nationwide, including households, businesses, schools, hospitals, and industries.

Customers can now access services through digital platforms such as the MyPower App and USSD code *977#, enabling them to purchase tokens, pay bills, and report faults without visiting company offices.

The utility firm is also rolling out smart meters to enhance billing accuracy and speed up service response.

“All new meters currently being deployed are smart meters,” said Dr. Kiplangat.

Additionally, Kenya Power has launched training programs targeting more than 1,500 employees to strengthen customer service and professionalism.

“Customers do not only remember the service they received; they remember how they were treated,” he said.