Kenya Power has announced plans to close all remaining payment counters in its banking halls by June 2027 as the utility accelerates its transition to digital service delivery under the Twende Digital Campaign.
The company said the move follows a significant increase in the use of digital platforms, which now handle more than five million customer interactions every month.
In a statement released on Monday, Kenya Power said the transition to fully digital payments will be implemented in phases across the country, with staff currently deployed at payment counters being reassigned to customer service and customer education roles.
“The transition to fully digital payments will be carried out in three phases,” the company said.
According to the schedule, Kenya Power will begin by closing payment counters at its Nyeri, Thika and Kisii offices by June 2026. The second phase will cover Nakuru, Kisumu Electricity House and Eldoret by December 31, 2026, while the final phase will see the closure of counters at Nairobi Electricity House, Stima Plaza and Mombasa Electricity House by June 30, 2027.
Kenya Power said employees affected by the changes will not lose their jobs but will instead be redirected to strengthen customer support services.
“Staff in these offices will be redirected to strengthen customer service and customer education as part of the Company’s Twende Digital campaign,” the statement said.
The utility also announced an internal customer experience transformation programme targeting more than 1,500 front-facing employees across the country.
Acting Managing Director and Chief Executive Officer Dr. Jeremiah Kiplagat said the decision reflects changing customer behaviour and growing adoption of digital platforms.
“Since the introduction of these digital solutions, we have witnessed a remarkable 70% 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.
Kenya Power noted that customers can already purchase electricity tokens, pay bills, access digital receipts, submit self-meter readings, report power outages and engage customer support through digital channels such as the MyPower App and the USSD code *977#.
“Through these platforms, customers can now buy tokens, pay bills, access digital receipts, submit self-readings, report outages and interact with Kenya Power directly from their phones without visiting our offices or banking halls,” Kiplagat said.
The company said it is continuing to invest in digital technologies aimed at improving efficiency and customer experience.
Among the initiatives being rolled out are smart meters, Optical Character Recognition (OCR) technology and self-reading platforms designed to simplify meter reading, improve billing accuracy and enhance service delivery.
Kenya Power said the Twende Digital Campaign will be accompanied by customer experience roadshows across Nairobi, Mombasa, Kisumu, Eldoret, Central Rift, North Eastern and Western regions to educate customers on digital services, fraud prevention, electrical safety and e-cooking.
The campaign is part of the utility’s broader strategy to deepen engagement with its more than 10 million customers and transform itself into a fully customer-centric organisation.
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