Kenya Power and Lighting Company (KPLC) has announced that customers will soon be able to monitor power outages and apply for electricity connections through its enhanced digital self-service platforms. In a statement issued on Monday, KPLC outlined a series of improvements aimed at making customer service more accessible and efficient.
Among the new features, customers will be able to print bills, receive interactive and targeted messaging, and access official digitally certified payment receipts. Managing Director Joseph Siror emphasized that these changes are part of the company’s ongoing digital transformation strategy, which prioritizes enhancing customer service through remote accessibility.
“One of the key drivers of our current corporate strategy is digital transformation, and in this journey, the key focus will always be the customer,” Siror said. He explained that KPLC aims to expand its self-service platforms to offer more personalized services.
This digital push aligns with Kenya Power’s 2024 Customer Service Week, which focuses on improving customer engagement. Currently, customers can already check their bills, report power outages, and perform other tasks using the USSD Code *977# and the Mypower App. The self-service platforms also allow for meter readings submission and verification of company personnel’s authenticity.
KPLC noted a significant rise in the number of customers using these digital platforms, with users growing from 1.7 million last year to 2.1 million. This surge has led to an increase in interactions on the platforms—19.89 million on the USSD platform and 15.76 million on the Mypower App. As a result, the company has seen a 75% reduction in foot traffic to its banking halls.
Additionally, KPLC has expanded its staff, hiring 132 new members to address customer complaints more effectively.
