Kenya Power has unveiled a sweeping overhaul of how Kenyans apply for new electricity connections, announcing that the entire application process will now be conducted exclusively online.
In a statement released on Tuesday, the utility company said all requests for new connections must be submitted through the self-service portal on its official website a platform accessible on both computers and smartphones.
The decision means that Kenya Power will no longer accept manual applications at its customer service centres or banking halls, marking one of the most significant steps yet in the company’s digital transformation journey.
Despite the shift, Kenya Power teams will continue supporting customers under the ongoing Last Mile Connectivity Project, which aims to expand electricity access to underserved communities.
Kenya Power CEO Joseph Siror described the move as a key milestone in modernising the company’s operations and improving customer experience.
“Digitisation is central to Kenya Power’s transformation agenda, and by streamlining how customers apply for electricity, we are not only improving efficiency but also building a modern utility that is responsive, inclusive, and transparent,” Siror said.
He added that the digital application system is also expected to help curb fraud a recurring problem caused by rogue individuals posing as Kenya Power staff and conning unsuspecting customers.
By allowing customers to submit applications directly, Kenya Power believes fraudulent middlemen will have fewer opportunities to exploit the system.
According to the company, the digital shift is designed to speed up the processing of new connection requests, improve transparency, and make the system more accessible to millions of customers across the country.
The new online application platform is part of a broader effort to reduce congestion at walk-in centres and streamline workflow.
To ease the transition, Kenya Power has deployed Business Development teams nationwide to assist customers who may need help navigating the new digital channels.
The company says it has also implemented a multi-channel digital service model to ensure convenience for both urban and rural applicants.
Kenya Power recently reached a major milestone after crossing the 10 million-customer mark in the financial year ending June 30, 2025. In that period alone, 401,848 new customers were connected to the grid, generating an additional 203 GWh in electricity sales.
The demand for new connections remains high: over the past three years, the company has received an average of 269,268 applications annually, totalling more than 807,000 requests.
The new digital system is expected to help the company process these applications more efficiently.
The shift comes just days after Kenya Power rolled out an Optical Character Recognition (OCR) meter-reading system, which allows meter readers to scan displays instead of entering numbers manually. The company says the system will improve billing accuracy and reduce human error.
With the latest changes, Kenya Power is signalling a clear direction one where the future of electricity access in Kenya is not just connected, but smart, digital, and customer-driven.
