A survey of benefits and challenges in electronic billing and payment in the Kenya Power And Lighting Company Limited

Abstract

The purpose of this study was to investigate through a survey the electronic billing and payment system at Kenya Power and Lighting Company. The basis of the problem regarding electronic billing and payment system that the research study aimed to explore was discussed based on two research objectives; to establish the benefits realized with the launch electronic billing and payment, and to assess challenges in the im plementation of electronic bi IIing and payment in KPLC. Data was collected using questionnaires. The target population of the study consisted of electricity customers (superficially domestic consumers) and K.PLC employees from Nairobi regions. Judgmental sampling was used to select the respondents who were customers but the respondents employees were selected on random basis. A sample size of 400 customers and 100 employees of KPLC were selected. Data were analysed using frequency, percentage and factor analysis. Theresearch study found that there exists a link between lCT and business performance. As such, E-Billing should be adopted and implemented effectively by KPLC due to the numerous benefits that are realized. The key benefits that the system has managed to tackle: reduced long queues in the banking halls reduced operating costs, improved corporate image of the company, ease of bill payment and facilitation of collaboration between companies and its business partners. The challenges that were established included: limited information from the system, long time to get connected to the system and get the requested information, limited financial options available for payment and inadequate evidence or documentation for legal redress were present. To ensure that more benefits are realized and challenges are addressed KPLC should employ appropriate strategies to inform and educate its stakeholders on the use of the system and the benefits that are realized as a result of the new system thereof. There is need for the organization to be very prompt and updated with both the internal and external environmental factors that affects the organization, so as to provide quality e-billing services

and curb any arising challenges. The system should be upgraded to provide detailed and adequate information to the users. Information should be provided to the uses on request. such as alert on disconnection of electricity and file for bills and payment details.