Kenya Power, the national electricity distributor, has announced a significant procedural shift by moving the entire application process for new electricity connections to a digital platform. This transformation affects both individual and business customers seeking access to the power grid.
In a recent statement, the utility firm confirmed that all new connection requests must now be submitted exclusively through a dedicated self-service section on its official website. This digital channel is accessible via both desktop computers and mobile devices, ensuring wide customer reach.
As an immediate consequence of this policy change, Kenya Power will no longer process manual applications at any of its service centers or banking halls. However, the company clarified that its teams will continue to work directly with customers involved in the ongoing Last Mile Connectivity Project to ensure its uninterrupted implementation.
Enhancing Efficiency and Transparency
The company stated that these changes are effective immediately. The primary motivation behind the digitalization effort is to enhance operational efficiency, significantly improve the overall customer experience, and expedite the processing time for new connection requests.
Management at Kenya Power anticipates that the new digital system will sharply reduce application turnaround times, foster greater transparency, and ultimately make access to electricity more convenient for consumers nationwide.
Kenya Power Chief Executive Officer, Joseph Siror, commented that digitalization is fundamental to the company’s broader transformation strategy. He noted, “By streamlining how customers apply for electricity, we are not only improving efficiency but also building a modern utility that is responsive, inclusive, and transparent.”
Siror also highlighted the system’s role in fraud mitigation. He explained that incidents involving fraudulent individuals posing as Kenya Power personnel have led to financial losses for unsuspecting customers. The company is confident that the direct control afforded to customers through the digital application system will substantially reduce such occurrences.
Supporting the Digital Rollout
To ensure a smooth transition and adoption of the new process, Kenya Power has strategically deployed Business Development teams across the country. These teams are tasked with providing guidance and assistance to customers who require support navigating the online application channels. The firm has also implemented a comprehensive multi-channel digital service approach to maximize convenience and accessibility for all prospective applicants.
Customer Growth and Operational Improvements
Kenya Power recently confirmed that it surpassed the 10 million customer milestone in the financial year concluding June 30, 2025. This growth included 401,848 new connections, which contributed approximately 203 GWh in additional electricity sales.
Historically, over the past three years, Kenya Power processed an average of 269,268 connection applications annually, totaling 807,804 over that period. The move to digital processing is expected to alleviate congestion at physical service points and significantly streamline the internal workflow associated with these high volumes.
This digitalization initiative is part of a broader push for operational excellence. Recently, the company also launched a new Optical Character Recognition meter reading system. This system is designed to improve billing accuracy and efficiency nationally by enabling meter readers to scan meter displays directly, eliminating the need for manual data entry.
