Challenges of implementing the strategy of mobile-based transaction systems by Kenya Power & Lighting Company Limited

Abstract

The aim of this study was to establish the challenges facing the implementation of the mobile-based transaction strategy by KPLC. The following research questions guided the study: What are the challenges facing KPLC in the implementation the strategy of Mobile-Based transaction systems? And what are the measures taken by KPLC to overcome the challenges of implementing the strategy of mobile-based transaction systems? This study adopted a case study design. A case study approach was necessary considering the nature of the target informants. The required data was obtained through self-report methods, namely, in-depth interviewing and document analysis. The data for the study was collected from the top management of KPLC. Two methods of data collection were applied. They included: in-depth interviewing and document analysis. Qualitative data was analyzed through content analysis. The key findings of the study revealed that the challenges to implementation of the MBTS strategy by KPLC include: delay in roll out of plan; down times by the mobile operators; support from third parties in provision of acceptable level of services; delays in executing transactions; network issues; customer reload of wattage units; poor customer buy-in; last minute rush to make payments; high cost of transactions; dented KPLC brand; change management; decentralized decision making; poor adoption of the service; and poor communication approaches to customers. Some of the outstanding measures taken to overcome such challenges were found to include the following: hiring of expertise; staff redeployment; staff training; increased budgetary allocations; changes in leadership; multi-sectoral stakeholders’ involvement and participation; customer sensitization and education drives; involvement of third parties to drive the innovations; regular infrastructure upgrades; and re-branding.