KPLC says Kenyans to soon monitor power outages, apply for connection online

Kenya Power and Lighting Company (KPLC), the nation's electricity provider, has announced that customers will soon begin to monitor power outages and apply for electricity connection through its revamped digital self-service platforms.

In a statement on Monday, Kenya Power stated that other services customers will enjoy on digital platforms include printing bills, targeted and interactive messaging, as well as access to official digitally certified payment receipts.

Kenya Power’s Managing Director Joseph Siror said that the move will be crucial in enabling customers to access services remotely.

 “One of the key drivers of our current corporate strategy is the 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,” he said.

The electricity provider said that the move lies on the backdrop of their 2024 customer service week with a focus on enhancing customer engagement for improved service delivery.

Currently, customers can check their electricity bills and tokens, and report power outages and other incidences using the USSD Code *977# and Mypower App self-service platforms.

They can also submit their meter readings for accurate billing and check the authenticity of persons presenting themselves as company staff.

The company said that the number of customers using the self-service platforms has risen to 2.1 million up from 1.7 million in the last year owing to the preferred interactions by customers.

"Driven by this growth, the number of interactions on the USSD platform and Mypower App increased to 19.89 million and 15.76 million respectively," read the statement in part.

"The increased usage of the digital platforms resulted in a 75% reduction in foot traffic to Company banking halls."

The company has also noted that it has upscaled its staff members by 132 new entrants to help address customer complaints.