Source: KSEB consumer satisfaction survey (2025, n=2,000)

Author: [Your Name/Institution] Date: April 14, 2026 Abstract The Kerala State Electricity Board (KSEB) Limited, the primary utility responsible for power generation, transmission, and distribution in Kerala, India, has undergone a significant digital transformation over the past decade. Central to this transformation is the KSEB mobile application (officially known as the KSEB Ltd. Consumer Mobile App ). This paper provides a comprehensive analysis of the KSEB application, examining its features, technological architecture, impact on consumer services, operational benefits for the utility, challenges in implementation, and future potential. By digitizing services such as bill payment, new connection requests, complaint registration, and consumption tracking, the app has reduced consumer wait times, improved revenue collection efficiency, and promoted transparency. However, issues related to digital literacy, server stability during peak loads, and feature gaps remain. The paper concludes with recommendations for integrating AI-based load forecasting, solar net-metering modules, and enhanced vernacular language support. 1. Introduction Kerala, known for its high human development index and near-universal electrification, has a demanding consumer base that expects reliable and efficient utility services. Historically, KSEB consumers had to visit physical offices ( vydyuthi bhavans ) for routine tasks like paying bills, applying for new connections, or reporting outages. This led to long queues, bureaucratic delays, and consumer dissatisfaction.

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