The self-service app having been released in August 2020, has helped customers to check their electricity bills, buy tokens, and report a power outage and other incidents.
The company wants to upgrade the platform and soon businesses and households will be able to track progress on complaints they raised to Kenya Power. KPLC says that this new feature is based on customers’ feedback.
“Services under consideration to be added to the self-service menu are; tracking of the progress on complaint resolution, tracking the progress of new electricity connection application, and conversion of the menu into Kiswahili,” said Waceke Mbugua, customer experience manager at KPLC.
The self-service platform was created to enhance service delivery at a time when customers were complaining about estimated or inaccurate billing. The platform runs on the MyPower app available on Android and iOS, and on USSD Code *977#.
The platform further allows customers using postpaid to read their electricity meters and conveniently submit their readings to Kenya Power via their mobile phones for accurate billing. Users can also check the authenticity of Kenya Power employees by querying their staff numbers.
According to Kenya Power, averagely there are 550,000 interactions on the app and 1.7 million interactions on the USSD monthly. These numbers have significantly dropped the human traffic at Kenya Power banking halls.
