Kenya Power has officially shut down its manual application process for new electricity connections, directing all individuals and businesses to an exclusive online system effective this week. The move signals a definitive shift away from the long-standing practice of submitting physical forms at the company's service centres and banking halls nationwide.

This transition to a digital-first approach is designed to directly tackle delays and inefficiencies that have frustrated Kenyans for years. By moving the entire process online, Kenya Power aims to slash waiting times, enhance transparency for customers, and ultimately make it simpler and faster for homes and businesses to get connected to the grid.

Cutting Through the Red Tape

For years, the paper-based system was a source of frustration, often involving multiple visits to Kenya Power offices and a lack of clear communication on application status. The new digital platform, accessible via the company's website on computers and mobile phones, is intended to streamline this journey from application to connection.

The utility firm has been handling a significant volume of requests, averaging 269,268 applications annually over the past three years. This shift is a core component of a broader strategy to modernize the state-owned enterprise. "Digitisation is central to Kenya Power's transformation agenda," noted Managing Director and CEO, Eng. (Dr.) Joseph Siror, emphasizing the goal of building a "responsive, inclusive, and transparent" utility.

A Shield Against Fraud

A significant driver behind this digital mandate is the persistent issue of fraud. Dr. Siror acknowledged that criminals posing as Kenya Power staff have exploited the manual system to swindle money from unsuspecting applicants. "We have had instances where rogue individuals present themselves as Kenya Power staff and unsuspecting customers lose money," he stated. "Through this new system, we are confident that such cases will significantly reduce."

By creating a single, secure online channel, the company is placing control directly into the hands of the customer, making the process traceable and reducing the opportunities for corruption.

Support for a Digital Kenya

To manage the transition, Kenya Power has deployed specialized Business Development teams across the country. Their role is to guide and assist customers who may find it challenging to navigate the new online portal, ensuring the shift does not leave digitally-disadvantaged Kenyans behind.

However, the company clarified that beneficiaries of the Last Mile Connectivity Project will not be affected by this change. They will continue to be engaged directly by Kenya Power officials on-site as the project is implemented.

• New Applications: Must be submitted via the official Kenya Power self-service portal.
• End of an Era: No more manual forms will be accepted at any Kenya Power office.
• Customer Base Growth: The utility surpassed 10 million customers in the fiscal year ending June 30, 2025, adding 401,848 new connections.

This digital leap represents a critical test for Kenya Power as it seeks to rebuild public trust and prove it can deliver efficient, modern services. The success of this initiative will be measured not just in faster connection times, but in the confidence of the Kenyan public that accessing electricity can be a straightforward and honest process.