Kenya Power Records 22% Growth in Self-Service Platforms

Kenya Power has recorded an increase in the use of its self-service platforms, with interactions on its MyPower mobile application rising by 22.12 per cent during the financial year ended June 30, 2025.

According to an official statement released on Thursday, August 7, the company said customer interactions through the MyPower app grew to 2.02 million, up from 1.65 million in the previous year.

The utility company attributed this growth to an expanding customer base and increasing demand for convenient and efficient access to services.

“Kenya Power recorded growth in the number of customer requests on its self-service platforms during the last financial year, in tandem with a growing customer base,” the statement read in part.

“The total customer interactions on MyPower App increased by 22.12 per cent during the financial year ended 30th June 2025 to 2.02 million compared to 1.65 million interactions on the same platform that were recorded during the previous financial year.”

In addition to the mobile app, Kenya Power’s USSD platform *977# also saw a rise in usage. Customer requests on the USSD code increased by 13.58 per cent from 1.62 million to 1.84 million during the same period.

Joseph Siror, Kenya Power’s Managing Director and CEO, said the company is focused on improving customer satisfaction by embracing technology to make services more accessible.

“One of our strategic growth pillars is customer satisfaction. We have identified various ways through which we intend to enhance service delivery, riding on technology. 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,” Siror said.

Among the most requested services was the bill query, which recorded an additional 304,198 new requests, bringing the total to 1.7 million.

The bill simulator, which helps customers understand their electricity charges, also attracted 21,967 new users, pushing the total number of requests to 99,709.

“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,” Siror stated.

“Our business is focused on powering livelihoods to prosperity; therefore, our customers must understand and plan for their electricity consumption as an integral part of their household budget.”

Siror further noted the importance of other features available on the platforms. These include the self-reading option for postpaid meter customers, which allows them to submit meter readings to ensure accurate billing.

Another critical feature is the Jua for Sure service, which helps customers verify the identity of individuals claiming to be Kenya Power staff, reducing the risk of fraud.

“We also have other important services on the self-service platforms, including the self-reading option that allows our 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,” he explained.

New registrations for the self-service platforms rose by 10,440, reaching a total of 41,265. Additionally, the number of requests to verify Kenya Power staff identity increased by 6,887, rising from 26,535 to 33,422.

Through these self-service options, customers can also report power outages, buy electricity tokens, access information on their last three tokens, and track applications for new power connections.