Kenya Power has announced that all applications for new power connections must now be submitted exclusively through its online platform.
In a statement on Tuesday, December 2, the company explained that the transition is meant to modernise customer services and accelerate processing times.
"Individuals and businesses seeking new electricity connections from Kenya Power will now be required to submit their applications exclusively through the Company's website using the link https://selfservice.kplc.co.ke/public/ that is accessible using computers and mobile phone devices.
"The move, which takes effect this week, is aimed at improving operational excellence, enhancing customer experience, and ensuring faster processing times for all electricity connection requests," the statement read.
Kenya Power noted that it will no longer accept paper-based applications at its offices, adding that physical submissions will be completely phased out.
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"Effectively, the Company will stop receiving manual electricity connection applications at its service centres and banking halls. Beneficiaries of the Last Mile Connectivity Project will be engaged by Kenya Power officials on site during implementation of the projects," the statement added.
According to Kenya Power, digitisation is expected to greatly enhance efficiency and transparency in the application process.
"By digitising the application process, Kenya Power is seeking to reduce turnaround times, increase transparency, and make electricity access more convenient for all Kenyans," the statement further read.
Managing Director and CEO Joseph Siror said the overhaul aligns with Kenya Power’s commitment to improved service delivery.
"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.
"This shift is also a commitment to faster, smarter, and more transparent service for every Kenyan. We have had instances where rogue individuals present themselves as Kenya Power staff and unsuspecting customers lose money. Through this new system, we are confident that such cases will significantly reduce. We are putting the power of access directly into the hands of our customers and we are ready to walk this journey with them," he said.
To ensure a smooth transition, Kenya Power has deployed support teams countrywide to help customers navigate the new digital channels.
"The Company has deployed its Business Development teams across the country to guide customers through the digital platforms and ensure a smooth experience, particularly for users who may require assistance with the digital application channels.
"A multi-channel digital service approach has been put in place to provide customers with flexibility and convenience, ensuring they can submit their application through the platform that is accessible at any given time," the statement noted.
This comes two weeks after Kenya Power introduced a new meter reading technology aimed at enhancing efficiency, accuracy, and speed of meter data collection.
In a statement on Monday, November 24, KPLC announced that the Optical Character Recognition (OCR) system eliminates the need for manual typing of meter numbers and readings.
KPLC’s Commercial Cycle Manager, Richard Wida, noted that the system will automatically capture meter readings after scanning.
"Technology is a major driver of our business, and in terms of billing, specifically meter reading, we have been looking at how to make it better and more accurate. With the OCR system, the meter reader will just be required to scan the meter, and the system will pick the meter readings automatically.
"This will save time and eliminate human error that is likely to occur if the meter reader manually types the readings," said Wida.
The rollout of the OCR system targets all of Kenya Power’s 8 regions across the country and follows a successful pilot that was carried out for six months in Nairobi from March 2025.
"A total of 1.8 million postpaid meters are targeted to be read using OCR technology. These are the post-paid meters whose readings must be taken manually and submitted every month for billing," KPLC stated.
The utility firm also said the OCR system is geared towards reducing billing anomalies that arise from erroneous meter readings.
"The OCR technology is a major milestone in Kenya Power's digital transformation journey through which the Company is aiming to strengthen service delivery and enhance customer experience. It will complement other technologies that the Company has deployed to improve service delivery and strengthen operations," Wida added.
