HomeIndustry SectorsCustomer ServicesSmart meters for Kenyan businesses to improve customer service

Smart meters for Kenyan businesses to improve customer service

Kenya Power is rolling out a smart meter project targeting 55,000 small and medium enterprises across the country to enhance customer satisfaction.

The $11,34 million (Kshs1,25 billion) World Bank-funded project is part of the Kenya Electricity Modernisation Project. It is slated to be completed by 30 June 2021.

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The smart meters are part of an Advanced Metering Infrastructure (AMI) that facilitates two-way communication between the company and the customer. In case of any power outage, the smart meters are able to communicate directly with the company’s National Contact Centre which facilitates immediate resolution and enhances the efficiency as the Kenya Power teams are alerted promptly. Additionally, the smart meter also sends a notification to the customer via SMS.

Speaking during the launch, Kenya Power’s Managing Director and CEO, Bernard Ngugi: “These combined benefits of error-free data, prompt network problem identification, and audit of energy consumption will go a long way in enhancing service delivery to our customers in the SME sector.”

“We believe that the advanced metering technology will further enhance customer satisfaction based on the visibility and prompt detection of power usage and also reduce technical losses which are key to ensuring reliable and quality supply of power,” explained Ngugi.

Ken Power owns and operates most of the electricity transmission and distribution systems in Kenya and their customer base was just more than 7,9 million at the end of 2020.

Theresa Smith
Theresa Smith is a Content Specialist for ESI Africa.