Kenya Power has announced a significant uptick in the use of its self-service platforms, signaling growing customer preference for digital engagement. In a statement released on Thursday, the utility company reported that interactions on its flagship MyPower application rose by 22.12 percent during the financial year ending June 30, 2025. This translated to 2.02 million interactions, up from 1.65 million recorded the previous year.
Similarly, usage of the company’s USSD code *977# a popular option for non-smartphone users registered a 13.58 percent increase, with 1.84 million customer requests compared to 1.62 million the previous year. The growth points to the success of Kenya Power’s digital transformation agenda aimed at improving customer experience and operational efficiency.
Bill-related queries dominated platform usage, increasing by 304,198 to hit 1.7 million requests during the year. The bill simulator feature, which helps customers understand their electricity charges in advance, also saw heightened interest. The simulator attracted 21,967 new requests, bringing total usage to 99,709.
Kenya Power’s digital offerings extend beyond billing, with services such as self-meter reading for post-paid customers allowing users to submit their own readings for accurate invoicing. Additionally, the company’s “Jua for Sure” service, which enables customers to verify the identity of field staff, experienced an increase in use. Identity verification requests rose by 6,887 to reach 33,422 during the period under review.
The firm also saw a notable rise in new user registrations across its digital platforms. A total of 41,265 customers joined the self-service platforms, marking an increase of 10,440 users from the previous year.
Kenya Power Managing Director and CEO Joseph Siror emphasized the importance of customer experience in the company’s strategy. “One of our strategic growth pillars is customer satisfaction,” said Siror. “Our self-service platforms offer our customers the convenience to access our services at their comfort, which is a step forward in our journey towards seamless service delivery.”
The continued investment in digital platforms reflects Kenya Power’s commitment to enhancing customer engagement while improving service delivery across the country.
