Kenya Power plans to shut down all its physical payment counters by June 2027 as it accelerates its transition to digital service delivery, driven by rising customer adoption of online platforms.
The utility will begin the closures with branches in Nyeri, Thika and Kisii by the end of this month, followed by Nakuru, Eldoret and Kisumu later in the year. The move is part of a broader strategy to align operations with changing customer behaviour, as millions increasingly rely on mobile and online channels to access services such as bill payments, fault reporting and receipt generation.
The decision affects over 1,500 customer service employees, although the company has sought to ease concerns over potential job losses. Kenya Power argues that the shift is justified by usage trends, noting that it handles around five million customer interactions monthly through its digital platforms. It also reports a 70 percent drop in foot traffic at its banking halls since rolling out digital service tools, which it interprets as strong public acceptance of the transition.
The final closure of counters will take place at major locations including Electricity House and Stima Plaza in Nairobi, as well as the Mombasa office, scheduled for June 31, 2027.
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Kenya Power had more than 10.2 million customers as of December 2025, the majority of whom already depend on digital systems for routine services. The company says eliminating physical counters is aimed at improving efficiency, cutting operational costs and increasing revenue collection.
Alongside the digital push, Kenya Power is also rolling out smart meters to improve billing accuracy and reduce revenue losses. However, the company acknowledges exposure to risks linked to rapid technological change, including disruptions from emerging tools such as artificial intelligence.
Despite these challenges, the utility is currently on a strong financial footing, recording growth in customer numbers, electricity sales and profits. For the half-year ending December 2026, net profit rose to Sh10.4 billion, up from Sh9.9 billion a year earlier, supported by a 10.5 percent increase in electricity sales to 6,086 gigawatt-hours.
