KPLC Rolls Out New Meter-Reading Technology to End Human Error

The Kenya Power and Lighting Company (KPLC) has launched a new digital meter-reading system designed to eliminate human error and speed up the billing process for millions of customers across the country.

The Optical Character Recognition (OCR) technology, which scans and automatically records meter readings, replaces manual entry — a process long associated with billing mistakes, delays, and customer complaints.

According to Richard Wida, Kenya Power’s Commercial Cycle Manager, the system marks a major leap in the company’s digital transformation agenda. “With the OCR system, the meter reader will just scan the meter, and the system will pick the readings automatically. This will save time and eliminate human error that is likely to occur if the meter reader manually types the readings,” he said.

Nationwide Rollout After Successful Pilot

The rollout follows a six‑month pilot project conducted in Nairobi from March to September 2025. After positive results, the utility company is now expanding the technology to all its eight operational regions.

More than 1.8 million postpaid meters — which currently rely on manual monthly readings — are expected to be transitioned to OCR.

Reducing Billing Complaints

KPLC has struggled for years with widespread billing anomalies, often blamed on inaccurate meter readings. The new OCR system aims to drastically reduce such errors by ensuring meter data is captured and processed with high accuracy.

Company officials say the technology will not only improve billing reliability but also enhance operational efficiency and customer satisfaction.

Part of Broader Digital Transformation

Kenya Power has been expanding its digital tools over the past few years. The utility already operates the MyPower mobile app and the USSD code *977#, both offering customers self-service options such as checking bills, reporting outages, and submitting their own meter readings.

The company says future updates will allow customers to use OCR directly from their phones, enabling them to scan and submit meter readings with minimal risk of error.

Smart Meters for Large Consumers

KPLC has also deployed smart meters for industrial, SME, and selected domestic customers. These devices support two‑way communication, allowing for remote readings and even remote disconnection or reconnection.

The OCR rollout is expected to complement the smart metering system, further strengthening Kenya Power’s efforts to modernize its operations and improve service delivery.

What Customers Should Expect

As the technology is rolled out nationwide, customers may notice quicker processing of their monthly bills, fewer disputes arising from wrong readings, and more efficient field operations by Kenya Power staff.

The company has not announced changes to billing cycles but expects overall service accuracy and reliability to improve significantly.

KPLC says the shift to OCR is a key milestone as it pushes toward full digital integration across its services — with the ultimate goal of reducing complaints and restoring customer confidence in the billing system.

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KPLC Rolls Out New Meter-Reading Technology to End Human Error