Kenya Power has unveiled plans to enhance service delivery for its customers across the country.
In a statement dated Monday, October 7, the power utility firm revealed that it had hired over 100 customer service personnel to answer various queries raised by customers.
"To further strengthen its capacity to receive and attend to customer complaints adequately, the Company has also increased the number of staff at its National Contact Centre by hiring 132 additional staff," read the statement in part.
On the other hand, the firm revealed that it would be expanding the services offered on the USSD *977# platform to ease customers' access to services.
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"One of the key drivers of our current corporate strategy is the digital transformation and in this journey, the key focus will always be the customer. To the greatest extent possible, we want to expand the scope of our self-service platforms to offer more personalized service to our customers.
"By doing so, we will address most of their concerns and enable them to access our services remotely thus reducing the need for physical interaction," Kenya Power MD Joseph Siror stated.
Currently, using the USSD, customers can report power outages, and apply for electricity connections among others.
Kenya Power also indicated plans to accelerate the distribution of smart meters for customers across the country.
Smart meters were explained to be new technology that allows customers to monitor their power consumption in real-time.
