Kenya Power has moved all new electricity connection applications to a fully digital platform to enhance efficiency and curb fraud. The utility firm announced that submissions must now occur via its website, eliminating manual processes at service centers. This change aims to streamline access for customers nationwide.
Kenya Power announced on Tuesday a significant update to its application process for new electricity connections, requiring all submissions through a self-service menu on its website. Accessible on both computers and mobile devices, this digital shift takes effect immediately and ends the acceptance of manual applications at service centers or banking halls.
The move supports the company's transformation agenda, focusing on digitization to boost operational efficiency and customer experience. It is expected to reduce processing times, increase transparency, and make electricity access more convenient across Kenya. Kenya Power teams will still interact with customers under the ongoing Last Mile Connectivity Project.
"Digitisation is central to Kenya Power's transformation agenda, and 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," stated CEO Joseph Siror. He highlighted the system's role in combating fraud, where impersonators posing as staff have defrauded customers, by empowering users with direct application control.
To aid the transition, Business Development teams have been deployed nationwide to guide customers, complemented by a multi-channel digital service for broader accessibility. This follows last week's introduction of an Optical Character Recognition meter reading system to improve billing accuracy.
Kenya Power recently exceeded 10 million customers by June 30, 2025, adding 401,848 connections that generated 203 GWh in extra sales. Over the past three years, it handled an average of 269,268 applications yearly, totaling 807,804, and the digital process should alleviate workflow congestion.