Kenya Power has announced a major shift in the way individuals and businesses apply for new electricity connections, with the entire process moving to a fully digital platform.
In a statement issued on Tuesday, the utility firm said that all applications must now be submitted via the self-service drop-down menu on its website, which can be accessed using both computers and mobile devices.
As part of this change, Kenya Power will no longer accept manual applications at its service centres or banking halls.
However, Kenya Power teams will continue to engage with customers under the Last Mile Connectivity Project as the project's implementation continues.
The company said the changes take effect immediately and are intended to improve operational efficiency, enhance customer experience and speed up the processing of new connection requests.
Additionally, Kenya Power said the new system will help cut turnaround times, improve transparency, and make access to electricity more convenient for customers across the country.
“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,” said Kenya Power CEO Joseph Siror.
He noted that the new application method will also help curb fraud, saying cases of rogue individuals posing as Kenya Power staff had caused financial losses to unsuspecting customers.
He added that the company is positive that the digital system will reduce such incidents by giving customers direct control over their applications.
Rollout Plans
To support the rollout, Kenya Power has deployed Business Development teams across the country to assist customers who may need guidance when navigating the online application channels.
The firm has also put in place a multi-channel digital service approach to ensure convenience and accessibility for all applicants.
Customer Status
The company recently surpassed the 10 million-customer mark in the financial year ending June 30, 2025, registering 401,848 new connections that contributed approximately 203 GWh in additional electricity sales.
According to Kenya Power, over the last three years, the company has been receiving an average of 269,268 connection applications annually, totalling 807,804 within that period. The shift to digital processing is expected to ease congestion and streamline workflow.
Just last week, Kenya Power rolled out a new Optical Character Recognition (OCR) meter reading system aimed at improving billing accuracy and efficiency across the country. The system works by allowing meter readers to scan meter displays instead of manually typing in readings.
