Kenya Power is moving closer to seamless service delivery, with the number of customer requests on its self-service platforms rising in the last financial year.
Data by the power distributor shows that it total customer interactions on MyPower App increased by 22.12 per cent during the financial year ended June 30, 2025, to 2.02 million compared to 1.65 million recorded during the previous financial year.
Similarly, customer requests on the company’s USSD Code increased by 13.58 per cent from 1.62 million to 1.84 million during the period under review.
The State-owned electricity distributor reported it had added 401,848 new customers in the year ending June 2025, bringing the total to 10.06 million.
“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,” said Kenya Power’s managing director & CEO, Joseph Siror.
Bill query stood out as the most sought-after service on the self-service platforms during the year, registering an additional 304,198 new requests and bringing the total number of bill query requests to 1.7 million.
Similarly, the bill simulator attracted 21,967 new requests during the period as more customers sought to understand their electricity bills.
The total number of requests for the bill simulator stood at 99,709 at the end of the financial year.
“The bill simulator is a very important component of our self-service platforms as it empowers our customers to understand their power bill and plan accordingly based on their income.”
He said that the firm’s business is focused on powering livelihoods to prosperity, adding that it is important that customers understand and plan for their electricity consumption as an integral part of their household budget.
The power distributor has other important services on the self-service platforms, including the self-reading option that allows customers on postpaid metering to read their meters and submit readings for accurate billing.
At the same time, the Jua for Sure service enables our customers to authenticate the identity of persons presenting themselves as Kenya Power staff to minimise cases of fraud.
New registrations for the self-service platforms increased by 10,440 to 41,265 during the year, while the number of requests seeking to confirm the identity of Kenya Power staff rose by 6,887 26,535 to 33,422.
The platforms allow customers access to a wide range of services, including reporting power outages and other incidents affecting electricity supply, electricity token purchase, access to the last three tokens, as well as tracking the status of applications for new power connections.
