Kenya Power has announced phased closure of all payment counters in its banking halls, a transition to digital plan dubbed “Twende Digital” campaign.
The company said the program will be completed by June 2027 with staff getting redeployed to customer service and customer education functions.
Nyeri, Thika and Kisii offices will be the first to close the payment counters by the end of June 2026, followed by Nakuru, Kisumu Electricity House and Eldoret by 31 December 2026. Nairobi’s Electricity House and Stima Plaza will be shut down by 30 June 2026, alongside Mombasa Electricity House.
KPLC said it will also undertake an internal customer experience transformation programme targeting at least 1,500 front-facing employees across the country.
Accelerated transformation
Acting Managing Director and Chief Executive Officer Jeremiah Kiplangat said the move is aligned with the company’s ambition to modernise service delivery.
“Since the introduction of these digital solutions, we have witnessed a remarkable 70 per cent reduction in customer traffic within our banking halls,” said the CEO, who flagged-off customer experience roadshows at Stima Plaza, Nairobi. The roadshows will tour Nairobi, Mombasa, Kisumu, Eldoret, Central Rift, North Eastern and Western regions.
“This is a clear indication that our customers are ready and willing to transition to digital service channels.
“Over the past year, Kenya Power has significantly accelerated its digital transformation journey through the expansion of customer self-service platforms (USSD Code *977# and MyPower App) and digital engagement channels, to offer our customers faster and simplified services.”
Kiplangat observed that customers can now purchase tokens, pay bills, access digital receipts, submit self-readings, report outages and interact directly with the company without visiting its offices.
“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.”
Kenya Power says the initiative is designed to deepen engagement with its more than 10 million customers and reinforce its commitment to becoming a customer-centric organisation in an increasingly digital economy.
