{"id":803067,"date":"2026-06-08T16:56:38","date_gmt":"2026-06-08T13:56:38","guid":{"rendered":"https:\/\/www.capitalfm.co.ke\/news\/?p=803067"},"modified":"2026-06-08T16:58:20","modified_gmt":"2026-06-08T13:58:20","slug":"kenya-power-close-payment-counters-june-2027-digital-transition","status":"publish","type":"post","link":"https:\/\/www.capitalfm.co.ke\/news\/2026\/06\/kenya-power-close-payment-counters-june-2027-digital-transition\/","title":{"rendered":"Kenya Power to close all banking hall payment counters by June 2027 in digitization push"},"content":{"rendered":"\n<p><strong>NAIROBI, Kenya, Jun 8 \u2014 Kenya Power has announced a year-long phased closure of all payment counters in its banking halls, marking a major step in the utility&#8217;s transition toward fully digital customer services under its &#8220;Twende Digital&#8221; campaign.<\/strong><\/p>\n\n\n\n<p>The company said the transition will be completed by June 2027 following a significant increase in the use of digital platforms, which now account for more than five million customer interactions every month.<\/p>\n\n\n\n<p>Payment counters at the Nyeri, Thika and Kisii offices will be closed by the end of June 2026 as per the implementation schedule.<\/p>\n\n\n\n<p>Nakuru, Kisumu Electricity House and Eldoret offices will follow by December 31, 2026, before the exercise concludes with Nairobi Electricity House, Stima Plaza and Mombasa Electricity House by June 30, 2027.<\/p>\n\n\n\n<p>Staff currently serving at the payment counters will be redeployed to customer service and customer education functions as Kenya Power seeks to enhance support for customers transitioning to digital channels.<\/p>\n\n\n\n<p>The utility said it will also undertake an internal customer experience transformation programme targeting more than 1,500 front-facing employees across the country.<\/p>\n\n\n\n<p>Acting Managing Director and Chief Executive Officer Dr. Jeremiah Kiplangat said the move reflects the company&#8217;s ambition to modernise service delivery and respond to changing customer preferences.<\/p>\n\n\n\n<p>&#8220;Since the introduction of these digital solutions, we have witnessed a remarkable 70 percent reduction in customer traffic within our banking halls,&#8221; the chief executive said.<\/p>\n\n\n\n<p>&#8220;This is a clear indication that our customers are ready and willing to transition to digital service channels,&#8221; Kiplangat said during the flag-off of the Customer Experience Roadshows at Stima Plaza in Nairobi.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-responsive-service\">Responsive service <\/h2>\n\n\n\n<p>He said the closure of payment counters was part of a broader effort to build a more accessible, responsive and innovative utility.<\/p>\n\n\n\n<p>&#8220;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,&#8221; he said.<\/p>\n\n\n\n<p>Kiplangat noted 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.<\/p>\n\n\n\n<p>&#8220;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,&#8221; he added.<\/p>\n\n\n\n<p>Kenya Power said the digital migration is being supported by investments in smart metering and automation technologies aimed at improving billing accuracy and operational efficiency.<\/p>\n\n\n\n<p>The company is currently deploying smart meters to strengthen monitoring and service accuracy while leveraging technologies such as Optical Character Recognition (OCR) and self-reading platforms to simplify meter reading processes.<\/p>\n\n\n\n<p>The Twende Digital campaign will be accompanied by Customer Experience Roadshows that will tour Nairobi, Mombasa, Kisumu, Eldoret, Central Rift, North Eastern and Western regions in the coming weeks.<\/p>\n\n\n\n<p>According to the utility, the outreach programme will educate customers on digital services, fraud prevention, electrical safety and e-cooking while encouraging wider adoption of online service channels.<\/p>\n\n\n\n<p>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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Utility cites a 70 per cent drop in customer traffic as it moves millions of customers to digital platforms under the Twende Digital campaign.<\/p>\n","protected":false},"author":12320,"featured_media":803068,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1756,4625,26],"tags":[3337,59281,28093,3406,1981,2715,59282,59283,5563,59284,43288],"coauthors":[407],"class_list":["post-803067","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business","category-national-news","category-top-stories","tag-business","tag-customer-service","tag-digital-transformation","tag-electricity","tag-featured","tag-kenya-power","tag-mypower-app","tag-smart-meters","tag-technology","tag-twende-digital","tag-utilities"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.7.1 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Kenya Power to close all banking hall payment counters in a year<\/title>\n<meta name=\"description\" content=\"Kenya 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