Kenya's National Electricity Distributor Kenya Power Transforms Customer Experience with Digital Queueing and Voice of Customer Tools
Kenya Power and Lighting Company
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. As the national electricity distributor serving millions of customers across Kenya, KPLC recognized the need to modernize customer service delivery at regional offices spanning key locations including Nairobi, Mombasa, Kisii, and Thika to meet contemporary service expectations.
Client Requirements
Kenya Power and Lighting Company had long struggled with crowded waiting areas and unpredictable service times at its regional offices creating frustration for both customers and employees. Customers often faced winding lines and manual ticketing systems that made service slow and confusing, while staff lacked insight into customer satisfaction without formal feedback gathering methods. Without systematic tools to streamline complaint resolution and measure service quality, the overall experience remained suboptimal across regional service centres. The company required modern, efficient solutions to eliminate disorderly queues, dramatically cut waiting times, and establish transparent feedback mechanisms enabling continuous service improvement while maintaining operational efficiency across all locations.
Modern queue management system replacing traditional lines with intelligent token-based process eliminating disorderly queues and dramatically cutting waiting times comprehensively.
Solutions addressing crowded waiting areas and unpredictable service times at regional offices creating frustration for both customers and employees consistently.
Formal feedback gathering methods providing staff with insight into customer satisfaction and tools to streamline complaint resolution processes effectively nationwide.
Digital ticketing systems replacing manual processes that made service slow and confusing ensuring customers could track queue positions transparently.
Technology enabling customers to pick digital tickets, track queue positions on wall-mounted screens, and automatically get called to available counters.
Customer experience feedback systems providing instant ways to share satisfaction ratings and comments through in-branch kiosks or mobile device links.
Our Approach
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 rolled out at eight key regional service centres, spanning Nairobi, Mombasa, Kisii, and Thika. Staff across all locations received hands-on training and full system handover, ensuring every team member fully leveraged the new technology. With the QMS in place, the system replaced traditional lines with an intelligent token-based process where customers simply pick digital tickets, track their queue positions on wall-mounted screens, and automatically get called to the next available counter.
The Challenge
Addressing crowded waiting areas, unpredictable service times, and lack of formal feedback mechanisms across eight regional service centres.
Queue Management System - Intelligent token-based process replacing traditional lines where customers pick digital tickets and track positions on wall-mounted screens automatically.
Customer Experience Portal - Instant feedback system allowing customers to share satisfaction ratings and comments through in-branch kiosks or mobile device links.
Staff Training & Handover - Hands-on training provided to staff across all locations ensuring every team member fully leveraged new technology for optimal utilization.
Our Installation
Digital Ticketing Kiosks
Self-service stations allowing customers to pick digital tickets and receive queue numbers eliminating manual ticketing systems completely.
Wall-Mounted Display Screens
Real-time queue status displays showing current positions and calling customers to next available counters automatically reducing confusion.
In-Branch Feedback Kiosks
Customer experience portal stations providing instant ways to share satisfaction ratings and detailed comments after service delivery.
Mobile Feedback Links
SMS-based feedback system enabling customers to submit satisfaction ratings and comments via mobile devices post-service for convenience.
End Results
The impact of the new systems has been striking across all eight regional service centres. By digitising the queue and service operations, branches now run with a much smoother and organised flow of customers, with disorderly queues completely eliminated. Service turnaround times have been reduced significantly across the board, allowing customers to relax and wait their turn in order rather than standing in chaotic lines. The CX Portal’s feedback loop has empowered both customers and staff, with customers feeling heard when they share and rate their experience on the spot. Managers now use these Voice of Customer (VoC) insights to refine processes in real-time, identifying issues and implementing improvements promptly. 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, with both customers and staff enjoying modernised service delivery.
The Transformation
Kenya Power’s successful implementation demonstrates how public sector organisations can leverage modern technology to transform customer experience fundamentally. The combination of digital queue management and real-time feedback collection has created smoother operations and delightful experiences across all touchpoints, setting new standards for service excellence.
Transform your customer service operations today by contacting Q-SYS via +254 785 925000 or visit our website at www.qsys-ea.com. You can also contact us using [email protected] to schedule a consultation and discover how our smart solutions can revolutionize your operations.
