- Kenya Power has stated that the number of interactions on its unstructured supplementary service data (USSD) platform and Mypower App has increased.
- Siror stated that scaling up the firm’s self-service digital platforms will help address customers’ concerns and enable them to access various services remotely.
Kenya Power has stated that interactions on its unstructured supplementary service data (USSD) platform and Mypower App grew to 19.89 million and 15.76 million, respectively.
“In the last year, the number of customers using the self-service platforms has surged to 2.1 million, up from 1.7 million. The increased usage of the digital platforms resulted in a 75 per cent reduction in foot traffic to company banking halls,” the firm stated.
Joseph Siror, Kenya Power’s Managing Director and CEO revealed that the firm plans to revamp its digital self-service platforms to enable customers to proactively engage with the company and access various services, including bill printing and power outage monitoring.
Others are online applications for electricity connections, targeted and interactive messaging, and access to official digitally certified payment receipts.
“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 personalised service to our customers,” said Siror.
He stated that the scale-up of the firm’s self-service digital platforms will help address customers’ concerns and enable them to access various services remotely.
Currently, customers can check their electricity bills and tokens, report power outages and other incidents, submit their meter readings for accurate billing, and check the authenticity of persons presenting themselves as company staff using the USSD code and Mypower App self-service platforms.
Leveraging technology, the corporation announced plans to scale up the deployment of smart meters to strengthen metering and billing operations and enhance customer experience.
So far, more than 8,000 commercial and industrial customers and 100,000 small and medium enterprises (SME) customers are on smart metering.
Smart meters allow customers to monitor their energy consumption in real-time, improving billing quality and customer satisfaction, among other benefits.
As of May 2024, Kenya Power has extended its transmission and distribution network across the country, reaching over 9.62 million accounts, enabling over 75 per cent of the country’s population to access the national grid.