The Kenya Power and Lighting Company (KPLC), the country’s leading electricity supplier, has revealed plans for customers to soon track power outages and request new electricity connections via its updated digital self-service platforms.
In an announcement made on Monday, KPLC highlighted that additional features available to customers on these digital platforms will include bill printing, customized and interactive messaging, and access to officially certified digital payment receipts.
Joseph Siror, the Managing Director of Kenya Power, emphasized that this initiative is essential for empowering customers to access services conveniently from a distance.
“Digital transformation is a pivotal element of our current corporate strategy, with an unwavering emphasis on customer focus throughout this journey. Our aim is to broaden the capabilities of our self-service platforms to deliver a more tailored experience for our customers,” he stated.
This initiative aligns with the upcoming 2024 Customer Service Week, which is dedicated to enhancing customer engagement for better service outcomes. At present, customers can conveniently check their electricity bills, purchase tokens, and report power outages and other issues through the USSD Code *977# and the Mypower App.
They can also submit meter readings to ensure accurate billing and verify the legitimacy of individuals claiming to be company representatives. The electricity provider announced a significant increase in the number of users of these self-service platforms, rising to 2.1 million from 1.7 million last year, reflecting customers’ preferred methods of interaction.
“This growth has fueled a rise in engagement, with interactions on the USSD platform reaching 19.89 million and 15.76 million on the Mypower App,” the statement revealed. “As a result of the heightened usage of digital platforms, foot traffic to the company’s banking halls has decreased by 75%.”
Additionally, the company has strengthened its workforce by adding 132 new employees to better manage customer inquiries and complaints.
