KINGSTON, Jamaica — The Jamaica Public Service Company Limited (JPS) has received the prestigious Utility Provider of the Year award, marking the first presentation of this honor by the Consumer Advisory Committee on Utilities (CACU) in collaboration with the Office of Utilities Regulation (OUR).
This distinguished accolade celebrates JPS’s comprehensive dedication to superior customer service, technological advancement, and unwavering national support. The evaluation framework for this new award category assessed utility companies across multiple critical dimensions: customer experience, service reliability, operational fairness, and strategic technological implementation.
Selection methodology incorporated both public voting participation and empirical data gathered during the OUR’s extensive 10-week mystery shopping investigation conducted earlier this year.
Pia Baker, Senior Vice President for Customer Experience and Commercial at JPS, emphasized that this recognition validates the company’s systematic modernization initiatives aimed at revolutionizing customer interactions. “This acknowledgment holds profound significance for our organization. We have deliberately pursued transformational changes in customer service delivery — expanding self-service capabilities through the MyJPS App, enhancing accessibility via the MyJPS Care Hub, minimizing customer wait times, and elevating service quality across all communication channels,” Baker stated.
Baker specifically commended JPS frontline personnel for maintaining exceptional professionalism and empathy during challenging circumstances, particularly following Hurricane Melissa’s devastation. “While many customers experienced understandable distress during the hurricane aftermath, our teams demonstrated remarkable patience and dedication while simultaneously managing their personal recovery situations,” she observed. Baker additionally recognized business process outsourcing partner iTel for providing crucial support in maintaining voice contact operations.
The utility executive framed the award not as a final achievement but as inspiration for continued customer-centric evolution. “We express gratitude to our customers who consistently provide feedback, voice concerns, and push us toward daily improvement. Customer service represents an ongoing journey of adaptation, listening, and progressive development,” Baker concluded.
JPS continues to disseminate operational updates through its official website, social media channels, and traditional media outlets. Customers can monitor post-Hurricane Melissa restoration progress via the company’s dedicated restoration portal at https://www.jpsco.com/hurricane-melissa-restoration-updates/.