The Kenya Power and Lighting Company (KPLC) has launched its upgraded digital self-service tools, MyPower App and the USSD code *977#.
This is in a move to improve convenience and boost customer engagement, while reducing reliance on physical service centres.
The revamp, which was announced at the beginning of this year’s Customer Service Week, is part of KPLC’s broader digital transformation agenda, aimed at enabling customers to navigate its services more easily, verify KPLC staff, track usage, get receipts and get online support, reducing the number of walk-ins at service centres.
Speaking at the launch, dubbed ‘Mission Possible’, Ruth Muiruri, KPLC’s Independent Non-Executive Director highlighted that these digital tools are not to replace the human touch, but to handle the routine, repetitive transactions.
“This is a strategic investment in our future, ensuring we remain relevant, efficient, and competitive,” she added.
Muiruri also emphasized that the focus is on making customers’ lives easier.
“For a grandfather in Kisumu, who may not detect ‘no service’, a simple dial on *977# on any basic phone will connect him to our services without complexity,” she said, adding that the USSD code *977# service becomes the first App in the country with a Kiswahili version.
KPLC’s Customer Experience Manager. Waceke Mbugua, said the upgrade is part of a strategic effort to include the younger, more digitally savvy customers.
“Where are our customers? They are on their phones, they are in digital spaces, seeking convenience, speed and control. They want to interact. They are service providers on their own terms and in their own time,” she noted.
In attendance were KPLC’s partner, Safaricom Ltd, and also five of the company’s top customers, including Blue Nile Rolling Mills, Golden Africa, Bussem Ltd, Five Star Manufacturers, and Shrink Park Ltd.
KPLC’s customer base currently stands at over 10million, having increased significantly over the last year, while the workforce currently stands at around 10,000.
By Fanne Nyamwamu and Ishmael Bosire
