Kenya Power has announced plans to progressively close all remaining payment counters in its banking halls by June 2027 as part of its Twende Digital campaign.
The company says the shift is driven by increased adoption of digital platforms, which now account for more than five million customer interactions each month.
“Kenya Power has announced plans to progressively close all remaining payment counters in its banking halls by June 2027 following a sharp rise in the use of digital platforms, which now account for more than five million customer interactions every month,” the Kenya Power statement read in part.
Kenya Power To Shut All Payment Counters in Phases
According to the company, this transition will be implemented in three structured phases across the country.
The first phase will see the closure of the Nyeri, Thika and Kisii offices by June 2026 as part of the initial rollout of the digital-first strategy.
Further, it stated that the second phase will involve the closure of the Nakuru, Kisumu, Electricity House, and Eldoret offices by 31 December 2026.
Kenya Power says this stage will further reduce reliance on physical payment points as customers continue shifting to online channels.
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The final phase will be completed by 30 June 2027, when the payment counters at the Nairobi Electricity House, Stima Plaza, and Mombasa Electricity House will be closed, marking the full transition to a cashless, digital payment system for customer transactions.
Kenya Power Redeploys Staff and Expands Training in Digital Service Transition
Kenya Power has announced that staff from affected payment offices will be reassigned to customer service and customer education roles as part of its Twende Digital campaign.
The company says the redeployment is part of its wider transition to fully digital service delivery.
Additionally, the utility firm also plans to roll out an internal customer experience transformation program targeting more than 1,500 frontline employees across the country.
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The training is intended to strengthen service delivery as operations shift away from physical payment counters.
Acting Managing Director and CEO Dr. Jeremiah Kiplagat said the changes reflect Kenya Power’s focus on becoming a more efficient and innovative utility provider. He noted that customer traffic in banking halls has reduced by about 70 percent following the introduction of digital platforms.
“Since the introduction of these digital solutions, we have witnessed a remarkable 70% reduction in customer traffic within our banking halls. This is a clear indication that our customers are ready and willing to transition to digital service channels,” he said
The company stated that the transition is aimed at improving accessibility, responsiveness and overall customer experience through digital channels.
It added that the reforms are aligned with broader efforts to modernize service delivery and streamline operations across its network.
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