Kenya Power and Lighting Company (KPLC), the national electricity distributor in Kenya, has taken a huge step forward in transforming its customer experience with new queue management and customer experience feedback systems installed at its regional service centres by RIANA Group’s Q-SYS.
The Challenge
Kenya Power and Lighting Company (KPLC) had long struggled with crowded waiting areas and unpredictable service times at its regional offices. Customers often faced winding lines and manual ticketing systems that made service slow and confusing. Without a formal way to gather feedback, staff lacked insight into customer satisfaction and had few tools to streamline complaint resolution. The overall experience was frustrating for both customers and employees, underscoring the need for a modern, efficient solution.
The Solution
To tackle these issues head-on, KPLC partnered with RIANA Group’s Q-SYS team to install a customised Queue Management System (QMS) and a Customer Experience (CX) Portal. These solutions roll out at eight key regional service centres, spanning Nairobi, Mombasa, Kisii, and Thika. Staff across all locations receive hands‑on training and a full system handover, ensuring every team member fully leverages the new technology.
With the QMS in place, the system replaces traditional lines with an intelligent token‑based process. Customers simply pick a digital ticket, track their queue position on wall‑mounted screens, and automatically get called to the next available counter. This approach eliminated disorderly queues and dramatically cut waiting times. Meanwhile, the Customer Feedback Portal provides customers with an instant way to share feedback after the service: they can submit satisfaction ratings and comments through in-branch kiosks or via a link on their mobile devices. Managers at each centre can then view this real-time data to pinpoint any issues and continuously improve service quality.
The Transformation
The impact of the new systems has been striking. By digitising the queue and service operations, branches now run with a much smoother and organised flow of customers. Gone are the chaotic queues; instead, people relax and wait their turn in order, reducing service turnaround times across the board. At the same time, the CX Portal’s feedback loop has empowered both customers and staff. Customers feel heard when they share and rate their experience on the spot, and managers use these Voice of Customer (VoC) insights to refine processes in real-time.
Overall, Kenya Power’s adoption of these technologies has enhanced the customer journey and established a benchmark for customer experience in the public sector in Kenya. Now, customers and staff of KPLC can enjoy modernised customer service, with smoother operations and a delightful experience across all touchpoints.
