Kenya Power has launched an enhanced self-service platform as part of this year’s Customer Service Week, aiming to improve customer engagement and service delivery through digital transformation.
The company announced plans to revamp its self-service platforms to allow customers to proactively access services such as printing bills, moanitoring power outages, applying for electricity connections online, and receiving digitally certified payment receipts. This move aims to minimize the need for physical interaction and streamline customer experience.
Dr. (Eng.) Joseph Siror, Kenya Power’s Managing Director and CEO, emphasized that the company’s digital strategy is geared towards offering personalized services. “To the greatest extent possible, we want to expand the scope of our self-service platforms. By doing so, we will address most of our customers’ concerns and enable them to access our services remotely,” Siror explained.
Over the past year, the number of customers using these self-service platforms has surged from 1.7 million to 2.1 million. As a result, interactions on the USSD platform (*977#) and MyPower App increased to 19.89 million and 15.76 million, respectively. This digital engagement has led to a 75% reduction in foot traffic to Kenya Power’s banking halls, showcasing the success of the initiative.
Kenya Power’s commitment to improving service quality also includes the deployment of smart meters to over 8,000 commercial and industrial customers and 100,000 Small and Medium Enterprises (SMEs). Smart meters allow real-time monitoring of electricity consumption, enhancing billing accuracy and customer satisfaction.
To handle growing customer queries and complaints, Kenya Power has bolstered its National Contact Centre by hiring 132 additional staff.
