This archive report was first published on 21 June 2021.
Kenya Power has taken a significant step in enhancing customer experience by launching a self-service portal for new electricity connections. The portal, which was launched on June 21, 2021, allows customers to conveniently apply for electricity connections from the comfort of their locations.
According to the Managing Director and CEO, Mr. Bernard Ngugi, the portal is in line with one of the Company's core strategic pillars of enhancing customer experience. The convenient application process will also help drive sales, which is among the key pillars of their turnaround strategy.
During the pilot phase, the online platform processed 7,000 applications, demonstrating its effectiveness. The self-service portal will also eliminate instances of customers falling prey to fraudsters who ask them to pay for application forms or claim they can assist customers apply for power at a fee.
“Electricity application has never attracted any charges and will remain free. This digitized process will help curtail opportunities for middlemen and fraudsters to exploit customers,” added Mr. Ngugi.
The online application is among several services accessible to customers through the self-service portal, including reporting power outages, carrying out prepaid token purchase queries, and submitting meter readings to get actual monthly bills for post-paid customers.
