NAIROBI, Kenya, June 8 – Kenya Power will close all its payment counters across the country by June 2027 as it accelerates its transition to digital service delivery amid growing uptake of online payment platforms.
The utility said digital channels now account for more than five million customer interactions every month, significantly reducing the need for physical payment services.
The transition will be implemented in three phases. The first phase will see the closure of payment counters at the Nyeri, Thika and Kisii offices by June 2026. Nakuru, Kisumu Electricity House and Eldoret offices will follow by December 31, 2026, while Nairobi Electricity House, Stima Plaza and Mombasa Electricity House will close their banking halls by June 30, 2027.
Kenya Power said employees currently assigned to the banking halls will be redeployed to strengthen customer service and customer education efforts under the company’s Twende Digital campaign.
The company will also roll out an internal customer experience transformation programme targeting more than 1,500 frontline staff across the country.
Acting Managing Director and Chief Executive Officer Dr. Jeremiah Kiplagat said the move reflects Kenya Power’s ambition to become a more accessible, responsive and technology-driven utility.
“Since the introduction of these digital solutions, we have witnessed a remarkable 70 percent 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,” he said during the launch of the Customer Experience Roadshows at Stima Plaza in Nairobi.
Kiplagat noted that Kenya Power has accelerated its digital transformation journey over the past year through the expansion of self-service platforms, including the *977# USSD code and the MyPower mobile application.
Through the platforms, customers can purchase electricity tokens, pay bills, access digital receipts, submit meter readings, report power outages and engage with the company without visiting its offices.
By Milka Osano
