Kenya Power reports growth in use of self-service platforms

Kenya Power on Thursday said interactions on its self-service MyPower application rose by 22.12 percent to 2.02 million during the financial year ended June 30, 2025, up from 1.65 million in the previous financial year.

According to the utility firm, usage of the company’s USSD code *977# also increased by 13.58 percent, registering 1.84 million customer requests compared to 1.62 million a year earlier.

Bill-related queries remained the most sought-after service on the platforms, Kenya Power said, with the number of requests increasing by 304,198 to reach 1.7 million during the year.

The bill simulator, designed to help customers better understand their electricity charges, also saw an uptick in usage, attracting 21,967 new requests to reach a total of 99,709.

Other services on the platforms include a self-reading option for post-paid customers, allowing them to submit their meter readings for accurate billing. 

Overall, new registrations on the self-service platforms increased by 10,440 to a total of 41,265 users.

“One of our strategic growth pillars is customer satisfaction,” said Kenya Power Managing Director and CEO Joseph Siror.

“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.”