Kenya Power has recorded a notable surge in the use of its self-service digital platforms, signaling a shift in customer behavior towards more tech-driven and convenient service delivery.

In the financial year ending June 30, 2025, the company reports that interactions on its MyPower mobile application increased by 22.12%, rising from 1.65 million to 2.02 million. At the same time, usage of the USSD code *977# grew by 13.58%, with customer requests climbing from 1.62 million to 1.84 million.

Kenya Power Managing Director and CEO Joseph Siror attributed the growth to the company’s continued investment in enhancing customer satisfaction through digital innovation.

“One of our strategic pillars is enhancing customer satisfaction. By leveraging technology, we are offering customers the convenience to access services anytime, anywhere, a key step toward seamless service delivery,” said Siror.

Among the most utilized services was the bill query feature, which registered 1.7 million requests an increase of over 300,000 compared to the previous year.

The bill simulator, which helps customers estimate their power usage and plan, accordingly, also saw growing interest, with total requests reaching 99,709.

Siror emphasized that tools like the bill simulator are essential in helping customers manage their consumption more effectively in line with their income, in what he termed a commitment to “powering livelihoods.”

Other highly accessed features included the self-reading tool for postpaid customers, and the fraud-prevention service ‘Jua for Sure,’ which allows users to verify the identity of individuals presenting themselves as Kenya Power staff.

The number of new customer registrations across the self-service platforms rose by 10,440, bringing the total to 41,265, while staff verification requests jumped by over 6,800 to reach 33,422.

Kenya Power's self-service options allow customers to perform a range of functions including reporting outages, purchasing tokens, retrieving recent token history, and tracking new connection applications all from their phones.

The utility says it will continue to improve its digital infrastructure to ensure faster, more transparent, and efficient service delivery.