The country’s sole power supplier Kenya Power announced its plans to bring some major changes to its digital self-service platforms as this year’s Customer Service Week focuses on enhancing customer engagement for improved service delivery.
These upgrades will enable customers to proactively engage Kenya Power and access various services. These include printing bills, monitoring power outages, using an online application for electricity connection, using targeted and interactive messaging, and accessing official digitally certified payment receipts.
According to the parastatal, the number of customers using the self-service platforms surged from 1.7 million to 2.1 million over the last fiscal year. The number of interactions on the digital services also grew from 15.76 million to 19.89 million resulting in a 75% reduction on physical traffic in the company’s banking offices.
So, it’s clear to see why Kenya Power would choose to keep pushing for reliance on its digital services so that customers can easily access the services they need from the power supplier.
As it stands, the company’s *977# USSD code and MyPower app can be used to quickly check electricity bills and tokens, report power outages among other incidences, submit details for billing and check Kenya Power staff authenticity.
Speaking on the company’s upgrade plans, Kenya Power’s Managing Director & CEO, Dr. (Eng.) Joseph Siror said, “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. By doing so, we will address most of their concerns and enable them to access our services remotely thus reducing the need for physical interaction.”
The country’s power provider also plans to increase the deployment of smart meters to allow more customers to monitor energy consumption on a real-time basis.
