Kenya Power recorded a notable jump in digital engagement in the year to June 2025, with more customers turning to its self-service platforms for billing, outage reporting, and account management.

Data from the utility shows that interactions on its MyPower App climbed 22.1% to 2.02 million, up from 1.65 million in the previous financial year. Usage of USSD also rose, growing 13.6% to 1.84 million requests over the same period.

The company attributed the trend to growing demand for convenience and transparency in service delivery. “Our self-service platforms allow customers to access services from wherever they are, which is central to our goal of seamless service delivery,” said Managing Director Joseph Siror.

Billing-related services dominated the activity. Requests for bill queries rose by over 304,000 to reach 1.7 million, while use of the bill simulator — which helps customers estimate and plan their electricity costs — hit 99,709, adding nearly 22,000 new users.

Kenya Power also reported growth in other digital tools, including the self-reading meter option for postpaid accounts and the “Jua for Sure” identity verification service for staff, aimed at curbing fraud. Identity checks increased by more than 6,800 to reach 33,422.

New customer registrations for self-service platforms stood at 41,265, up by over 10,000 from the previous year. The company’s online tools now support a broad range of functions, from reporting power outages and buying tokens to tracking connection requests.