Kenya Power will close its payment counters by June 2027 as the utility embraces the increased usage of digital channels by customers.
The counters in Nyeri, Thika and Kisii will be shut by the end of this month, followed by those in Nakuru, Eldoret and Kisumu towards the end of the year.
Closure of physical counters -which facilitate payment of bills and other services – is part of company’s efforts to match the surge in the use of its digital channels by most of its 10 million customers.
The closure of the counters puts at risk the jobs of more than 1,500 customer-facing employees. The utility has, however, downplayed the fears.
Kenya Power says it records an average of five million customer interactions on the digital platforms every month, underscoring the urgency to fully shift to online systems.
‘Since the introduction of these digital skills, we have witnessed a 70 percent reduction in customer traffic in our banking halls. This is an indication that customers are ready and willing to transition to digital service channels,’ Kenya Power said.
Payment counters at Electricity House and Stima Plaza in Nairobi and the one in Mombasa will be the last to shut, by June 31, 2027.
Kenya Power had 10.216 million customers at the end of December 2025, with most relying on digital platforms for services such as settling bills, reporting outages and getting receipts.
Doing away with the counters is part of Kenya Power’s bigger goal of enhancing efficiency by riding on technology, to cut costs and boost revenue.
Kenya Power is also deploying smart meters to enhance billing accuracy and seal revenue leakages.
In its latest annual report, Kenya Power says it remains exposed to the risk of digital and technological disruptions, particularly from the accelerated adoption of emerging technologies such as Artificial Intelligence (AI).
Kenya Power is at the moment enjoying a good run, marked by growth in customer numbers, electricity sales and profits.
The net-profit of the monopoly for the half-year ended December 31, 2026 rose 4.34 percent to Sh10.4 billion from Sh9.9 billion the previous year as electricity sales jumped 10.5 percent to 6,086 Gigwatt-hours (GWh) on December 2025, pushing its total base to 10.2 million.
The number is expected to increase further before the financial year ends on June 31.