Kenya Power to close all payment counters, shifts to full digital services by June 2027

Kenya Power customers will no longer be required to visit banking halls for payments as the utility has announced plans to shut down all payment counters in a full shift to digital services.

In a statement on Monday, the utility firm said the decision follows a steady rise in digital usage, which has significantly reduced physical visits to its service centres.

The company said the transition to full digital services by 2027 will be implemented in three phases, beginning with the closure of the Nyeri, Thika and Kisii offices by June 2026. The second phase will see Nakuru, Kisumu Electricity House and Eldoret offices closed by December 31, 2026.

The final phase will involve Nairobi Electricity House, Stima Plaza and Mombasa Electricity House, which are set to shut down their payment counters by June 30, 2027.

Kenya Power said staff currently working in these offices will be moved to customer service and customer education roles under the Twende Digital campaign. The company also said it will run an internal customer experience transformation training programme targeting more than 1,500 front-facing staff across the country during the transition period.

Acting Managing Director and Chief Executive Officer Jeremiah Kiplagat said the shift reflects the company’s goal of becoming more accessible, responsive and innovative.

"Since the introduction of these digital solutions, we have witnessed a remarkable 70 per cent reduction in customer traffic within our banking halls. This is a clear indication that our customers are ready and willing to transition to digital service channels," he said during the flag-off of the Customer Experience Roadshows at Stima Plaza, Nairobi.

He added that Kenya Power has expanded its digital systems over the past year to make services faster and easier for customers.

"Over the past year, Kenya Power has significantly accelerated its digital transformation journey through the expansion of customer self-service platforms (USSD Code *977# and MyPower App) and digital engagement channels, to offer our customers faster and simplified services. Through these platforms, customers can now buy tokens, pay bills, access digital receipts, submit self-readings, report outages and interact with Kenya Power directly from their phones without visiting our offices or banking halls," he said.

The company also said it is strengthening its digital systems through smart meters to improve monitoring, billing efficiency and service accuracy. It is also using technologies such as Optical Character Recognition (OCR) and self-reading platforms to simplify meter reading processes.

As part of the wider rollout, Kenya Power launched the Twende Digital campaign together with Customer Experience Roadshows. The teams will visit Nairobi, Mombasa, Kisumu, Eldoret, Central Rift, North Eastern and Western regions in the coming weeks.

The roadshows will focus on educating customers on digital services, fraud prevention, electrical safety and e-cooking. The campaign targets engagement with more than 10 million customers and aims to deepen digital adoption while improving service delivery.