Kenya Power has expressed commitment to revamp its self-service digital platforms to enhance accessibility for its customers even as this year's Customer Service Week commences.
The company said the revamp and expansion will allow customers to access a wider range of services conveniently.
By doing so, Kenya Powers aims to create the ability for customers to print bills, monitor power outages, apply for electricity connections online, and receive targeted, interactive messages.
Kenya Power's Managing Director and CEO Joseph Siror said customers will be able to access official digitally certified payment receipts through upgraded platforms.
"Digital transformation is a key pillar of our current corporate strategy, and we are always focused on enhancing the customer experience. Our goal is to expand the capabilities of our self-service platforms, offering personalized services to customers and addressing their concerns more effectively," said Siror.
"By doing this, we aim to reduce the need for in-person visits, allowing customers to engage with us remotely."
Kenya Power said that the *977# USSD and Mypower App have enabled customers to check electricity bills and tokens, report power outages, submit meter readings for accurate billing, and verify the authenticity of individuals posing as company employees.
Over the past year, the number of users of these self-service platforms has grown to 2.1 million, up from 1.7 million.
Interactions on the USSD and Mypower App platforms increased to 19.89 million and 15.76 million, respectively.
They also noted that this growth in digital engagement led to a significant 75 per cent reduction in foot traffic at its banking halls, underscoring the effectiveness of its digital initiatives.
In addition to enhancing self-service platforms, Kenya Power said they have plans to expand the use of smart meters, which have already been deployed to over 8,000 commercial and industrial customers and 100,000 Small and Medium Enterprises (SMEs).
They said that Smart meters allow customers to monitor their energy consumption in real-time, improving billing accuracy and customer satisfaction.
Kenya Power has also increased the workforce at its National Contact Centre by hiring 132 additional staff members to ensure it can adequately address customer concerns.