KPLC INTRODUCES AUTOMATED METER READING TECHNOLOGY TO ENHANCE BILLING ACCURACY AND ELIMINATE HUMAN ERROR
Kenya Power and Lighting Company (KPLC) has launched a new meter reading technology aimed at eliminating human error in the billing process.
The technology, called Optical Character Recognition (OCR), allows meter readers to scan meter displays directly, instead of manually typing in the readings.
“Technology is a major driver of our business, and in terms of billing, specifically meter reading, we have been looking at how to make it better and more accurate. With the OCR system, the meter reader will just be required to scan the meter, and the system will pick the meter readings automatically. This will save time and eliminate human error that is likely to occur if the meter reader manually types the readings,” said Richard Wida, Kenya Power’s Commercial Cycle Manager.
This innovation is expected to improve the accuracy and efficiency of monthly billing, reducing common customer complaints linked to inconsistent manual readings.
“The OCR technology is a major milestone in Kenya Power’s digital transformation journey through which the Company is aiming to strengthen service delivery and enhance customer experience. It will complement other technologies that the Company has deployed to improve service delivery and strengthen operations,” said Mr. Wida.
Following a successful six months pilot in Nairobi, KPLC is expanding the OCR system to all eight regions it serves, targeting the transition of 1.8 million postpaid meters to this automated system.
According to Richard Wida, KPLC’s Commercial Cycle Manager, the OCR technology will significantly cut down the time required for meter reading and enhance billing precision.
This rollout is part of KPLC’s broader digital transformation strategy, which includes self-service platforms like the MyPower mobile app and USSD *977# where customers can also submit their own readings.
“ln future, we want to enable the use of OCR in self-reading so that our customers can enjoy the convenience of reading their meters with minimal chance of error,” said Mr. Wida.
The utility plans to integrate OCR into these self-service channels to further reduce inaccuracies.
Additionally, KPLC continues to develop its smart-metering program supporting large power consumers and select domestic customers, enabling remote reading and service management.