Kenya Power and Lighting Company (KPLC), the nation’s primary electricity distributor, is taking a bold step towards digital transformation, aiming to enhance customer experience by introducing a range of new features on its self-service platforms. In an announcement made on Monday, KPLC revealed that customers would soon be able to monitor power outages in real-time, apply for new electricity connections, and access a host of other services remotely. This move is part of KPLC’s broader digital strategy to streamline operations, reduce foot traffic in banking halls, and deliver a more personalized service to its customers.
As part of the company’s ongoing 2024 Customer Service Week, which is focused on improving customer engagement, KPLC has placed the customer at the heart of its transformation journey. Kenya Power’s Managing Director, Joseph Siror, emphasized the significance of digital innovation in meeting the growing demands of its customers and enhancing service delivery.
“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. To the greatest extent possible, we want to expand the scope of our self-service platforms to offer more personalized service to our customers,” Siror stated.
Expanding Digital Services for Greater Convenience
KPLC’s new digital initiatives are expected to revolutionize how customers interact with the company. For years, customers have relied on physical visits to KPLC offices or banking halls to apply for new electricity connections, inquire about billing, or resolve power outage issues. However, with the introduction of these new features, most of these services will now be accessible remotely through Kenya Power’s revamped digital platforms.
Among the key features being rolled out are:
- Real-Time Power Outage Monitoring: Customers will be able to monitor power outages in their areas through digital platforms. This feature will allow users to track outage status, receive updates on the restoration process, and know when power is expected to be restored.
- Online Application for Electricity Connection: New customers can now apply for electricity connections remotely without the need to visit KPLC offices. This feature is expected to save customers time and simplify the process, allowing for greater convenience.
- Access to Digital Bills and Payment Receipts: Customers will be able to print their electricity bills, access official digitally certified payment receipts, and review past payment records online.
- Interactive Messaging and Customer Engagement: The platforms will also include targeted and interactive messaging services, which will enable KPLC to communicate directly with customers regarding specific issues or updates that may affect them. This will improve the flow of information between the company and its users, fostering greater transparency.
These new digital services come at a time when consumers are increasingly seeking convenient and efficient ways to manage their interactions with service providers. With many Kenyans now accustomed to digital services in other areas of their lives—such as banking, shopping, and transport—Kenya Power’s move to enhance its digital platforms is a welcome change that aligns with the growing shift towards remote service delivery.
The Role of USSD and Mypower App Platforms
Kenya Power has already made strides in offering digital services through its existing USSD code *977# and the Mypower App. These platforms have been critical in enabling customers to check their electricity bills, purchase tokens, report power outages, and even submit meter readings for accurate billing. Customers can also use these platforms to verify the authenticity of individuals who claim to be KPLC staff, reducing the risk of fraud.
According to KPLC’s latest data, the number of customers using these self-service platforms has increased significantly over the past year. The company reported that the number of customers using the platforms has risen to 2.1 million in 2024, up from 1.7 million in 2023. This 23.5% growth is a clear indication of the popularity of these services, with more customers opting for the convenience of digital interactions over physical visits to KPLC offices.
As a result of this growing demand, the company has also reported a significant increase in interactions on its digital platforms. In the last year, the USSD platform recorded 19.89 million interactions, while the Mypower App registered 15.76 million interactions. These numbers reflect the increasing reliance of Kenyans on digital services to manage their electricity needs.
Reducing Foot Traffic and Improving Service Delivery
One of the key outcomes of this shift towards digital services is the reduction in foot traffic at KPLC banking halls. The company has reported a 75% reduction in physical visits as more customers embrace the convenience of using digital platforms to access services. This reduction has not only alleviated the burden on KPLC’s physical offices but has also led to improved service delivery times and greater efficiency in handling customer queries.
By shifting more services to its digital platforms, KPLC aims to minimize the strain on its customer service centers while ensuring that customers have quicker access to the information and services they need. The company is optimistic that the enhanced digital platforms will enable it to better serve its customers while also improving customer satisfaction levels.
To support this digital shift, Kenya Power has also bolstered its workforce by hiring 132 new staff members. These new recruits will be tasked with handling customer complaints and ensuring that issues raised through digital platforms are addressed promptly. The company is keen to ensure that as more customers transition to digital platforms, they will continue to receive the high level of service they expect from Kenya Power.
Challenges and Opportunities
While the introduction of these new digital services marks a significant step forward for KPLC, the company faces several challenges in ensuring the smooth implementation and adoption of these services. One of the key challenges is ensuring that customers in rural and underserved areas, where access to smartphones and reliable internet may be limited, are not left behind in this digital transformation.
Kenya Power will need to ensure that its digital platforms are accessible to all customers, regardless of their location or access to technology. This may require the development of simplified USSD-based services that can be accessed via basic mobile phones, as well as partnerships with mobile network operators to expand coverage in remote areas.
Additionally, as more services move online, KPLC will need to address concerns about cybersecurity and data protection. With sensitive customer information being processed through digital platforms, the company will need to invest in robust security measures to protect customer data from breaches and unauthorized access.
However, despite these challenges, the opportunities presented by digital transformation are immense. By leveraging technology to improve customer service, KPLC has the potential to significantly enhance its operational efficiency, reduce costs, and improve the overall customer experience. This move also aligns with the broader trend of digital transformation in Kenya, where companies in various sectors are embracing technology to deliver better services to their customers.
Looking Ahead
As Kenya Power prepares to roll out these new digital services, customers can look forward to a more convenient and personalized experience. The company’s commitment to expanding its digital platforms is a clear indication of its focus on meeting customer needs in an increasingly digital world.
With real-time power outage monitoring, online applications for electricity connections, and access to digital bills and receipts, KPLC is positioning itself as a leader in the digital transformation of Kenya’s utility sector. As more customers transition to digital platforms, Kenya Power is set to deliver greater efficiency, improved service delivery, and enhanced customer satisfaction.
In conclusion, KPLC’s digital transformation journey marks a new chapter in the company’s efforts to improve customer engagement and service delivery. By embracing technology, Kenya Power is ensuring that its customers have easy and convenient access to the services they need, while also laying the foundation for future growth and innovation in the energy sector.
