Kenya Power to Phase Out Physical Payment Counters by June 2027 in Digital Shift
The utility says growing customer adoption of online platforms, smart meters and mobile services is driving a shift toward faster, safer and more convenient service delivery.
By Violet Akinyi
Kenya Power has said it plans to slowly move away from physical payment counters in its banking halls, basically phasing them out by June 2027 ,as part of a wider plan to shift toward fully digital service delivery.
This step is meant to make things easier for customers, boost efficiency ,and help people access services more smoothly across the country ,especially the millions who rely on the utility.
While speaking during the launch of the 2026 Customer Experience Roadshow, branded “Twende Digital,” at Stima Plaza in Nairobi, Acting Managing Director Dr. Jeremiah Kiplangat said that the faster uptake of digital platforms by customers is pushing the company’s overall transformation agenda forward, like it has been “accelerated” you know.
“Today, our digital platforms account for more than five million customer interactions every month. This is a strong indication that customers are increasingly embracing digital channels and that the future of service delivery is digital,” said Dr. Kiplangat.
Kenya Power also noted that customer movement inside its banking halls has reduced a lot in the last years. Physical visits have gone down by nearly 70 percent, as more customers now prefer online and mobile options.
“As a result of this shift, Kenya Power will progressively phase out the remaining physical payment counters in our banking halls by June 2027,” Dr. Kiplangat announced, almost like it was a natural next step.
He said the change is about improving the customer experience, not about limiting access to services at all.
“Let me be very clear. We are not closing our doors to customers. We are only moving away from outdated payment counters so that we can offer services in a faster, safer, more efficient and more convenient manner,” he said.
Currently, Kenya Power serves more than 10 million customers nationwide, including households ,businesses, educational institutions, healthcare facilities and industries.
The firm added that customers can already use a big range of services through digital channels like the MyPower mobile application, and the *977# USSD platform. Through these, customers can purchase electricity tokens, pay bills, report outages, and track service requests without having to visit a physical office in person.
And yes, in line with its modernization efforts, Kenya Power is also expanding the rollout of smart meters, to improve billing accuracy, and generally enhance operational efficiency across the system.
“All new meters currently being deployed are smart meters, which will help us improve service delivery and provide customers with more accurate and timely information,” Dr. Kiplangat said.
There is also customer service training programmes, Kenya Power has launched them to train more than 1,500 employees, aimed at strengthening professionalism and improving how staff interact with customers.
“Customers do not only remember the service they receive; they also remember how they are treated. That is why we are investing in our people to ensure every customer interaction reflects the highest standards of service,” he added.
Overall, the digital transformation initiative is expected to be a key driver in Kenya Power’s push to modernize operations, reduce costs, and lift customer satisfaction as it leans harder into technology-driven service delivery.
About Author
