Kenya Power has begun the nationwide deployment of a new automated meter-reading system that uses Optical Character Recognition (OCR) technology, marking a major shift in how the utility collects consumption data from postpaid customers.
The rollout follows a successful six-month pilot conducted in Nairobi from March to September 2025. The company now plans to extend the technology to all eight operational regions, targeting 1.8 million postpaid meters that still rely on physical monthly readings.
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Efficiency boost
The system is expected to significantly improve billing accuracy, reduce human error, and enhance the overall reliability of customer services. OCR will eliminate the longstanding challenges associated with manual data entry, one of the leading causes of billing disputes and customer complaints. Under the new system, meter readers will no longer type readings; instead, they will scan the meter display using a handheld device or mobile application, automatically capturing and recording the data.
Commercial Cycle Manager Richard Wida said the transition represents a critical step in modernizing the utility’s billing operations. He noted that automation will not only reduce reading errors but also speed up field operations.
“Technology is a major driver of our business, and in billing specifically, we have been looking for ways to enhance accuracy and efficiency. With the OCR system, the meter reader will simply scan the meter, and the system will automatically pick the readings. This will save time and eliminate the human error that occurs during manual typing,” Wida said.
Kenya Power views the technology as a key component of its wider digital transformation agenda, which includes expanding customer self-service platforms. Currently, the MyPower app and the USSD code *977# allow customers to check bills, report outages, and submit manual self-readings. The company says it intends to integrate OCR into these platforms in future, enabling customers to scan their meters for instant, error-free readings.
The utility has also made progress in smart metering, especially for large consumers, SMEs, and select domestic users. Smart meters support two-way communication, enabling remote reading, disconnection, and reconnection without physical visits.
Kenya Power expects the new OCR system to complement these initiatives and ultimately eliminate many of the inconsistencies that have historically undermined customer confidence in billing. With the nationwide rollout now underway, the company anticipates marked improvements in service delivery and customer satisfaction in the coming months.
