Kenya Power has announced that it will progressively close all remaining payment counters in its banking halls by June 2027 as part of its ongoing digital transformation programme dubbed the Twende Digital Campaign.
The utility company said the move follows a significant increase in the adoption of digital platforms, which now account for more than five million customer interactions every month.
According to the company, the transition to fully digital payment services will be implemented in phases over the next year.
Three-Phase Rollout Plan
The first phase will see the closure of payment counters in Nyeri, Thika and Kisii by the end of June 2026.
The second phase will affect Nakuru, Kisumu Electricity House and Eldoret offices, with closures scheduled before December 31, 2026.
The final phase will cover Nairobi Electricity House, Stima Plaza and Mombasa Electricity House, with all payment counters expected to be shut down by June 30, 2027.
Kenya Power said the move is intended to streamline service delivery while encouraging customers to utilize digital payment and self-service platforms.
Staff to Be Redeployed
Rather than reducing its workforce, the company announced that employees currently serving in payment halls will be reassigned to customer service and customer education roles.
In addition, more than 1,500 frontline employees will undergo customer experience transformation training to support the new service model.
The utility noted that the redeployment is aimed at improving customer engagement and helping consumers transition smoothly to digital channels.
Customer Traffic Drops by 70 Percent
Acting Managing Director and Chief Executive Officer Dr. Jeremiah Kiplagat said customer visits to banking halls have dropped significantly following the introduction of digital services.
“Since the introduction of these digital solutions, we have witnessed a remarkable 70 percent reduction in customer traffic within our banking halls,” he said.
He added that the decline demonstrates growing customer confidence in digital service channels and supports the company’s ambition to become a more responsive and innovative utility provider.
Expansion of Digital Services
Kenya Power highlighted several digital platforms that have contributed to the shift, including the USSD code *977# and the MyPower mobile application.
Through these platforms, customers can purchase electricity tokens, pay bills, access digital receipts, submit meter readings, report power outages and interact with customer support without visiting physical offices.
The company is also investing in smart metering technology, Optical Character Recognition (OCR) systems and self-reading solutions to improve billing accuracy and service efficiency.
Twende Digital Campaign Targets Millions of Customers
The announcement coincides with the launch of the Twende Digital Campaign and Customer Experience Roadshows, which will be rolled out across Nairobi, Mombasa, Kisumu, Eldoret, Central Rift, North Eastern and Western regions.
The campaign aims to educate customers on digital services, electrical safety, fraud prevention and the adoption of e-cooking technologies.
Kenya Power says the initiative is part of a broader effort to strengthen engagement with its more than 10 million customers while positioning itself as a fully customer-centric and digitally driven utility provider.
The closure of payment counters marks one of the most significant changes in the company’s customer service model as it embraces technology-driven service delivery and modernizes operations nationwide.
