Hexing CIU EV500 Customer Interface Unit for a Prepaid Electricity Meter Used by K.P.L.C. Photo/Courtesy.
Kenya Power has started nationwide deployment of an automated meter-reading system, marking one of its most significant steps yet in digitising customer billing and reducing persistent complaints over inaccurate invoices.
The technology, based on Optical Character Recognition (OCR), allows field teams to scan meter displays using handheld devices instead of typing readings manually. The utility says the system will improve billing accuracy, cut operational delays and reduce human error, a long-standing pain point for postpaid customers.
Nationwide Rollout Targets 1.8 Million Meters.
The rollout follows a six-month pilot in Nairobi earlier this year. Kenya Power now plans to transition 1.8 million postpaid meters across all eight operating regions to the OCR platform.
“These are postpaid meters that still require manual readings every month. OCR will significantly cut the time taken and minimise inaccuracies linked to manual entry,” said Richard Wida, the company’s Commercial Cycle Manager.
Customer billing errors are among the most frequent complaints received by the utility, often linked to inconsistent manual readings and delayed data entry.
Part of a Bigger Digitalisation Push
The OCR rollout adds to Kenya Power’s broader digital overhaul. The company has been pushing customers toward self-service platforms, including the Mypower mobile app and USSD *977#, where postpaid users can submit their own readings.
The utility says it plans to integrate OCR technology into these self-reading channels, allowing customers to scan and submit meter readings automatically, a move expected to further tighten billing accuracy.
Smart Meter Expansion Continues
Alongside the OCR system, Kenya Power is accelerating the adoption of smart meters for large power users, SMEs and selected households. Smart meters allow remote reading, faster reconnection and automated monitoring.
Why This Matters
For consumers, the digital upgrades promise fewer billing errors and faster dispute resolution. For Kenya Power, the shift enhances operational efficiency at a time when the company is under growing pressure to modernise infrastructure and improve customer trust.
Analysts say the upgrade could also reduce revenue leakages, improve cash flow predictability and lower service costs over time.
