Thika Among First Towns to Lose Kenya Power Payment Counters in Major Digital Transition

Thika residents will be among the first customers in the country to feel the impact of Kenya Power's ambitious plan to eliminate physical payment counters as the utility firm accelerates its transition to digital services.

Kenya Power has announced that it will progressively close all payment counters in its banking halls across the country by June 2027 under its “Twende Digital Campaign”, a move aimed at encouraging customers to embrace digital platforms for bill payments and other services.

According to a press statement issued on Monday, June 8, 2026, Thika has been listed among the first three towns where payment counters will be shut down, alongside Nyeri and Kisii. The closures in these towns are scheduled to take effect by the end of June 2026.

The company said the transition is being driven by a significant increase in the use of digital channels, which now account for more than five million customer interactions every month.

After the first phase involving Thika, Nyeri and Kisii, the second phase will see the closure of payment counters in Nakuru, Kisumu Electricity House and Eldoret by December 31, 2026. The final phase will involve Nairobi Electricity House, Stima Plaza and Mombasa Electricity House, with all payment counters expected to be closed by June 30, 2027.

For many customers in Thika who are accustomed to making payments physically at Kenya Power offices, the announcement marks a major shift in how they will access services. Going forward, customers will be encouraged to use digital platforms such as the MyPower App and *USSD Code 977# to purchase tokens, pay bills, access receipts, submit self-meter readings and report power outages.

Kenya Power has, however, assured customers that the closure of payment counters will not result in job losses. Instead, staff currently deployed at the counters will be reassigned to customer service and customer education roles. The utility is also rolling out a nationwide customer experience transformation programme targeting more than 1,500 frontline employees.

Acting Managing Director and CEO Dr. Jeremiah Kiplagat said the move reflects Kenya Power's commitment to becoming a more accessible, responsive and innovative utility provider.

“Since the introduction of these digital solutions, we have witnessed a remarkable 70 per cent reduction in customer traffic within our banking halls. This is a clear indication that our customers are ready and willing to transition to digital service channels,”  said Dr. Kiplagat.

The company noted that its digital transformation journey has been accelerated through the expansion of self-service platforms and digital engagement channels, allowing customers to access most services remotely without visiting Kenya Power offices.

In addition to digital payments, Kenya Power is investing in smart meters, Optical Character Recognition (OCR) technology and self-reading platforms to improve billing efficiency, service accuracy and customer convenience.

The announcement places Thika at the forefront of Kenya Power's digital transition, making it one of the first towns in the country where customers will have to fully adapt to digital payment and service channels as the utility moves away from traditional banking hall transactions.