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Kenya Power improves customer service delivery experience

Kenya Power has launched its refurbished Customer Service Centre at Nairobi’s Electricity House, forming part of the initiatives recently undertaken by the Company to improve service delivery to customers.

The service centre comprises a self-help kiosk where customers can query their bills in real time and an electronic queue management system. The two are expected to make the customer service centre more flexible and quicken the process of serving customers.

The refurbished customer service centre will allow corporate clients to schedule appointments via email, before visiting Kenya Power offices to discuss issues concerning their accounts. This is expected to improve the turn-around time enhancing our service delivery to them.

“Our refurbishment of banking halls is one of several initiatives aimed at restoring customer confidence. The queue management system has a feature that enables us monitor the situation in the banking halls in real time and where need be institute quick corrective measures,” said Kenya Power’s acting managing director and CEO, Eng. Jared Othieno.

He added that the Company will refurbish all its customer service centres across the country as it endeavours to provide faster services to its customers, provide ease of access to the various services and consequently restore customer confidence.

In addition to refurbishing its customer service centres, Kenya Power also recently rolled out power clinics that were mainly involved in resolving customer issues on meter reading, billing and delayed connections.

These clinics were rolled out over a three-month period to educate customers on the new harmonised electricity tariff and get to understand the various initiatives the Company is undertaking to improve the quality of electricity supply.

Ashley Theron
Ashley Theron-Ord is based in Cape Town, South Africa at Clarion Events-Africa. She is the Senior Content Producer across media brands including ESI Africa, Smart Energy International, Power Engineering International and Mining Review Africa.