Kenya Power announced on Monday, 24 November 2025, the nationwide rollout of a new automated meter reading system designed to eliminate billing errors and accelerate data collection for its 1.8 million postpaid customers. The technology, known as Optical Character Recognition (OCR), allows meter readers to scan a meter's display to capture readings automatically, replacing the error-prone manual entry process that has been a significant source of customer complaints.

The deployment will extend across all eight of the company's operational regions following a successful six-month pilot program in Nairobi that concluded in September 2025. According to Kenya Power's Commercial Cycle Manager, Richard Wida, the initiative is a major component of the utility's broader digitalization strategy. "Technology is a major driver of our business, and in terms of billing, specifically meter reading, we have been looking at how to make it better and more accurate," Wida stated. He explained that the OCR system will significantly reduce the time taken per reading and minimize inaccuracies linked to manual data entry.

Addressing a Legacy of Complaints

Billing anomalies have been a persistent issue for Kenya Power, leading to widespread customer dissatisfaction and disputes. These problems often stem from incorrect manual readings or system-generated estimates that do not reflect actual consumption. The new OCR system directly targets this challenge by creating a more consistent and reliable data capture process. By automating the reading, Kenya Power aims to enhance billing integrity and rebuild consumer trust.

This technological shift is part of a multi-pronged approach to modernize the utility's operations. It complements other digital platforms already in place, such as the 'MyPower' mobile application and the USSD code *977#, which allow customers to submit their own meter readings. Kenya Power has announced plans to eventually integrate the OCR technology into these self-service channels, enabling customers to scan their meters with their phones for even greater accuracy.

Broader Smart Metering Strategy

The OCR rollout for postpaid meters runs parallel to Kenya Power's ongoing deployment of Advanced Metering Infrastructure (AMI), or smart meters, for its large power users, small and medium-sized enterprises (SMEs), and select domestic customers. Unlike the meters being scanned with OCR, smart meters facilitate two-way communication, allowing for remote reading, disconnection, and reconnection without the need for site visits. This technology is crucial for reducing commercial losses from power theft and improving grid management.

In February 2024, the company reported that the installation of 67,000 smart meters for SMEs had already increased its annual sales by KSh 347 million by curbing revenue losses. These initiatives, funded in part by the World Bank under the Kenya Electricity Modernisation Project, are central to the utility's efforts to enhance operational efficiency and financial stability.

Context of Rising Electricity Costs

The introduction of this new billing technology comes at a time when Kenyan consumers are facing rising electricity costs. The Energy and Petroleum Regulatory Authority (EPRA) has approved tariff adjustments influenced by factors such as increased fuel costs for thermal power generation, foreign exchange fluctuations, and various levies. In November 2025, EPRA announced an increase of KSh 4.78 per kilowatt-hour, citing rises in the fuel energy cost charge and foreign exchange adjustment. Furthermore, the National Assembly's Committee on Energy has directed EPRA to factor in costs associated with rural electrification into the base tariff from July 2026, potentially leading to further price hikes for consumers.

While Kenya Power's investment in OCR and smart metering aims to improve service delivery and billing accuracy, the broader economic pressures on the energy sector continue to impact household and business budgets. The utility's push for technological solutions is a critical step toward operational efficiency, but its success in enhancing customer satisfaction will also depend on the transparency and fairness of the overall tariff structure regulated by EPRA.