KARA and Kenya Power conduct resident dialogue forums to enhance customer experience on service delivery

KARA in partnership with Kenya Power hosted resident dialogue forums in Nairobi, Nakuru, Uasin Gishu and Kiambu Counties to inform and educate residents on various issues as regards Kenya Power products and services, and to get feedback on service delivery.

Speaking at the forum held in Nairobi at Heron Hotel, KPLC Managing Director & CEO, Dr. (Eng.) Joseph Siror stated that the partnership that KPLC has with KARA is very key as it enables Kenya Power to improve customer experience and directly engage with Resident Associations in addressing their power service delivery challenges within their neighborhoods.

“Kenya Power welcomes this collaboration as it will enable us have structured and effective engagement with our customers and effectively respond to their concerns. Our focus is to improve customer experience and satisfaction and we hope to achieve this through collaboration with KARA” said Eng. Korir.

The MD also highlighted some of the steps Kenya Power has taken to improve customer service. These include; Development of the “My Power” app & *977# for reporting power outages and investment in the power grid to replace faulty infrastructure. He added that, Kenya Power also launched a five-year strategic plan in 2023 with customer centrality as a key pillar. Dr. Siror went on to call on the residents to assist in dealing with vandalism of power distribution infrastructure in their homes and neighborhoods.

KARA CEO, Henry Ochieng’ said that the partnership with Kenya Power is a boost to the organisation’s efforts of finding solutions to Power service delivery challenges faced by its members.

“Our partnership with Kenya Power is informed by the need to facilitate effective and efficient response to service delivery needs of our members. We welcome Kenya Power’s focus in adopting customer-centric approach to service provision and we look forward to working with the Company towards improving customer experience” Mr Ochieng’ said.

The Kenya Power Customer Experience team also took time to conduct one on one session with participants who attended the forums in Nairobi, Nakuru, Uasin Gishu and Kiambu, listening to their challenges and queries and providing appropriate assistance.

The Resident Dialogue forums were conducted under the KARA-KPLC partnership that aims at promoting cooperation between Residents Associations and Kenya Power on service delivery initiatives.

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