The Customer Service division is mandated to undertake customer related aspects of the business. Specifically, this includes but is not limited to analysis of electricity unit sales growth in the plan period, sales from new and existing customers, innovations and service reforms to enhance sales growth and customer satisfaction.
Headed by General Manager, Eng Peter Mwichigi, the Division is responsible for the sale of electricity to over 4,7 million customers countrywide and is currently targeting to connect close to to 2 million more by the end of the current financial year 2016/17 (Click here for current connectivity performance). Specific functions are detailed below.
This function is tasked with facilitating New Connections. The function has a target of connecting 1.2 million customers every year in order to achieve 70% access rate by 2017.
There are two types of new connections:
b) Ordinary customers who are domestic and small commercial customers who need supply of below 25 Kva
b) Premium Customers who are large commercial customers requiring supply of above 25 Kva.
- The main function of Demand Creation is to take care of the Kenya Power brand by ensuring its visibility.
- The function informs the public about Kenya Power’s Products and services through all means including:
- Taking part in events like Shows, exhibitions, customer forums, sponsorship of strategic events etc.
- Products and Service advertising: TV, Radio, Print, road shows etc
- Producing all the branded materials e.g T-Shirts, Banners,
- Branding of Kenya Power branches
- The function carries out Customer Satisfaction Surveys to identify the customer needs and recommends actions to improve satisfaction.
- Following up on the implementation of recommendation of satisfaction improvements.
- The function is tasked with keeping up with the changing needs of the customers and the changing business environment.
Regional Marketing Activities
- Acquiring new ordinary and premium customers
- Engaging local stakeholders and local residents.
- Holding informational barazas in the local areas.
Key products and Services
Currently the department is focused on:
- Last Mile Connectivity Program:
- Phase 1- Connecting households within 600 meters of existing transformers with customer paying Ksh. 15,000 for connections.
- Phase 2- Extending the connection beyond 600 meters
- Street Lighting in the towns and trading centers
- GPOBA connections- this is a World Bank financed project that seeks to connect slums and other high density residential homes to electricity at a very subsidized rate of Ksh. 1, 160.
- Stima Loan provides new connection loans to customers payable in 24 months.
Updated Jan 09, 2018
IESR Entrance and Main Gate
The Institute of Energy Studies and Research (IESR) was established in 1957 with the aim of developing technical and supervisory skills to the then East African Power and Lighting Company employees. Initially, training was concentrated in power line distribution and later on expanded to include electrical fitters, plant operators, motor vehicle mechanics electricians and electronic mechanics. To date, these courses are still conducted to meet the training needs of Kenya Power staff and other corporate organizations. Most employees in the Electrical Energy Sub Sector in Kenya were either trained or did their internship at this Institute.
In the year 2000 due to the growing demand, the Institute opened its doors to the public. Currently the Institute offers capacity building courses, artisan, craft and diploma programs. The Institute is in the process of engaging in active research and innovation that is beneficial to the energy sector and in view of this it has signed an MOU with JKUAT to support this initiative. The Institute is expected to occupy a niche market position in energy education, research and innovation.
IESR is registered as a Technical Industrial and Vocational Education Institution in Kenya under the TVET Act 2013 and also an Industrial Training Institution under the Industrial Training Act Cap 237 of 2011.
Nationally, the IESR is expected to support Kenya’s development agenda as guided by the Vision 2030 which seeks to transform Kenya into a newly industrialized, middle income economy providing a high quality of life to all citizens in a clean and secure environment. In the year 2014, the Regional Heads of State designated the Institute as the regional centre of excellence for capacity building in power generation, transmission and interconnectivity for the Northern Corridor Integration Projects (NCIP). The Institute will serve the wider energy sector covering all the players including those dealing with renewable energies such as wind, solar, geothermal among others.
The Institute is a leader in Energy Training and has vast facilities that are useful for Industrial Based Training, attachment, research and innovation. In view of this JKUAT proposes to leverage on the strength of IESR and offer Electrical Engineering degree and post graduate programs at the Institute.
Institute of Energy Studies & Research
Ruaraka-Thika Road (Next to Utalii College)
Tel: 0725 559900, 020 2666346/8
Nairobi, 12th August, 2015
National electricity distributor, Kenya Power, has signed power purchase agreements with locallyowned
electricity generators Akiira Geothermal Limited and Kleen Energy Limited that will see the
development of geothermal and mini hydro plants totaling 76 MW.
Nairobi, 28th July, 2015
KPLC signs 100 MW power purchase agreement for Kipeto wind energy
Kenya Power and Kipeto Power Limited have signed a Power Purchase Agreement (PPA) for development of a 100 megawatt wind energy project in Oldonyo Narok near Kiserian, Kajiado County.
Thursday, 28th April, 2015
Kenya Power is urging local manufacturers to participate in the supply of materials for the implementation of the multi-billion Last Mile Connectivity Project, the Company’s Managing Director and CEO, Dr Ben Chumo has said.
Tuesday, 16th March, 2015
Stima Investment Limited is planning to raise Shs.240 million from its members to buy a 40% stake at locally-owned Oldonyat Wind Power Project, the Company’s Chief Executive Officer, Mr. Nelson Irungu, has said.
Wednesday, 18th February, 2015
Kenya Power half year pretax profits for the period July to December 2014 rose by 52% to Shs.6.408 billion shillings from Shs.4.19 billion recorded compared to a similar period in the previous financial year.
The Environmental and Social Management Plan (ESMP) has been prepared by Environment and Social Unit, Safety, Health and Environment Department (SHE), Kenya Power, Nairobi.
05th January, 2015
Former speaker of the National Assembly, Mr. Kenneth Marende, was today elected the Chairman of the Board of Directors of The Kenya Power and Lighting Company Limited.