BVIEC Partners to Boost Customer Service
The British Virgin Islands Electricity Corporation has signed an agreement with the Office of the Deputy Governor to enhance customer service delivery. Under the new programme, utility staff will undergo practical training attachments at the Government Customer Service Care Centre. The initiative is designed to strengthen communication, complaint resolution, and overall public interactions across the territory.
The British Virgin Islands Electricity Corporation (BVIEC) has entered into a formal partnership with the Office of the Deputy Governor to strengthen its customer service delivery and elevate the overall consumer experience across the Territory. The agreement establishes the Customer Service-Learning Attachment Programme, a collaborative training framework designed to build professional capabilities and foster knowledge sharing.
Under the 12-month memorandum of understanding, BVIEC employees will participate in structured, hands-on learning attachments at the Government Customer Service Care Centre (CSCC), with each rotation lasting approximately six weeks. Participants will receive practical exposure in key operational areas, including direct customer engagement, complaint resolution, service recovery protocols, contact centre management, quality assurance, and feedback tracking.
Staff will also have access to professional development resources through the Virgin Islands Public Service Learning Institute (VIPSLI). Neil Smith explained that while the utility maintains strong technical expertise in electrical generation, transmission, and distribution, providing high-quality customer service requires continuous professional training and dedicated development.
He noted that the initiative aligns with a clear directive from the Corporation Board of Directors to cultivate a more customer-centric organization. Smith commended Deputy General Manager Symorne Penn for leading the initiative and thanked the Office of the Deputy Governor for opening its doors to share administrative expertise.
The memorandum was signed by Permanent Secretary in the Office of the Deputy Governor, Mrs. DaBreo-Lettsome highlighted the mutual benefits of the arrangement, emphasizing that the structured environment will foster productive collaboration and shared standards between public officers and utility personnel.
Through this continuous training effort, BVIEC aims to transform daily customer interactions into more responsive, professional, and reliable engagements for residents and businesses throughout the Virgin Islands.
Primary source: BVI Electricity