Kenya Power has recorded a significant increase in the use of its self-service platforms in the financial year ended June 30, 2025, reflecting growing customer preference for convenient, tech-driven service delivery.
According to the utility firm, customer interactions on the MyPower App rose by 22.12%, from 1.65 million in the previous financial year to 2.02 million.
Similarly, customer requests on the Company’s USSD Code *977# increased by 13.58% from 1.62 million to 1.84 million during the period under review.
“One of our strategic pillars is enhancing customer satisfaction. By leveraging technology, we are offering customers the convenience to access services anytime, anywhere, a key step toward seamless service delivery,” said Kenya Power Managing Director and CEO Joseph Siror.
Among the most accessed services was bill query, which recorded an additional 304,198 new requests, bringing the total to 1.7 million.
The bill simulator, designed to help customers understand and plan their electricity consumption, also attracted 21,967 new requests, raising the total to 99,709.
“The bill simulator empowers customers to better manage their power usage in line with their income. As a company committed to powering livelihoods, helping our customers plan their electricity budgets is critical,” added Siror.
Other popular features included the self-reading option for postpaid customers to submit their own meter readings for accurate billing, and the ‘Jua for Sure’ service.
This service enables users to verify the identity of individuals claiming to be Kenya Power staff, a key fraud prevention measure.
New registrations across the self-service platforms rose by 10,440, bringing the total to 41,265. Requests to confirm Kenya Power staff identity also increased by 6,887, rising from 26,535 to 33,422.
Using the self-service platforms, Kenya Power customers can access 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.
