By Ken Muthomi - Reporter
Kenya, June 08, 2026 - Kenya Power is set to close all payment counters in its banking halls by June 2027 following a sharp increase in customer use of digital service platforms.
More than five million customer interactions are now conducted through digital channels every month, according to the company, prompting a phased transition away from physical payment counters under the Twende Digital campaign.
The counters currently serve as physical payment points where customers pay electricity bills, purchase prepaid tokens and deposit cheques.
However, Kenya Power says the counters are being phased out in favour of digital platforms such as the MyPower App and M-Pesa to reduce congestion and improve service delivery.
The closure of the counters will be implemented in three phases.
The first phase will involve the closure of banking halls in Nyeri, Thika and Kisii by the end of June 2026.
The second phase will cover Nakuru, Kisumu Electricity House and Eldoret by December 31, 2026, while the final phase will involve Nairobi Electricity House, Stima Plaza and Mombasa Electricity House by June 30, 2027.
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In a statement on Monday, Kenya Power said staff working in the affected offices would transition to customer service and customer education roles to support the company’s digital adoption strategy.
“Staff in these offices will be redirected to strengthen customer service and customer education as part of the Company’s Twende Digital campaign. Within this period, the Company shall be undertaking a parallel internal customer experience transformation training programme for over 1,500 front-facing staff across the country,” Kenya Power said.
Speaking during the launch of the Customer Experience Roadshows, Acting Managing Director Jeremiah Kiplagat said the move would help make the utility company’s services more accessible and innovative.
He noted that Kenya Power had accelerated its digital transformation journey over the past year through the expansion of self-service platforms, including the *977# USSD service and the MyPower mobile application.
Through the platforms, customers can purchase electricity tokens, pay bills, access digital receipts, submit self-meter readings, report outages and engage with the company without visiting its offices.
"Since the introduction of these digital solutions, we have witnessed a remarkable 70 percent 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," Kiplagat said.