PUTTING CUSTOMERS FIRST: BVIEC SIGNS MOU TO STRENGTHEN SERVICE DELIVERY

Tortola, British Virgin Islands, October 21, 2026 — The BVI Electricity Corporation (BVIEC) has taken another important step towards enhancing its customer service delivery following the signing of a Memorandum of Understanding (MOU) with the Office of the Deputy Governor on 30 September 2026.

The agreement establishes a collaborative Customer Service-Learning Attachment Programme, designed to strengthen employees’ professional capabilities, promote knowledge sharing and improve the overall customer experience across the Corporation.

Under the partnership, BVIEC employees will participate in structured, hands-on learning attachments at the Government’s Customer Service Care Centre (CSCC). Each attachment will ordinarily last approximately six weeks, with participants scheduled throughout the 12-month duration of the MOU.

The programme will provide practical exposure to key areas of customer service, including customer engagement, complaint handling, service recovery, contact centre operations, quality assurance, performance monitoring and customer feedback management.

Speaking at the signing ceremony, BVIEC General Manager Dr. Neil Smith welcomed the initiative as an opportunity to strengthen an important area of the Corporation’s operations.

“We are speaking to the experts, and I’m pretty sure that when they are done with us, the public will be able to see the improvements,” Dr. Smith stated.

He acknowledged that while BVIEC possesses extensive technical expertise in electricity generation, transmission and distribution, delivering exceptional customer service requires specialised training and continuous professional development.

Dr. Smith further emphasised that the initiative supports a clear mandate from the Corporation’s Board of Directors to foster a more customer-centric organisation.

The General Manager also recognised Deputy General Manager Mrs. Simone Penn for her leadership in advancing the initiative and expressed appreciation to the Office of the Deputy Governor for its willingness to share its expertise.

Mrs. Penn welcomed the collaboration, highlighting the Corporation’s enthusiasm for the training opportunities and the anticipated improvements in customer service delivery.

The MOU was signed by Permanent Secretary in the Office of the Deputy Governor, Mrs. Sharleen DaBreo-Lettsome, MBE, and Dr. Neil Smith, on behalf of their respective organisations.

During the ceremony, Mrs. DaBreo-Lettsome highlighted the value of the structured programme, noting that the collaboration would also create opportunities for mutual learning between BVIEC employees and the Government’s customer service professionals.

In addition to the practical attachments, the agreement provides opportunities, where relevant and available, for participants to access professional development resources through the Virgin Islands Public Service Learning Institute (VIPSLI).

The partnership reflects BVIEC’s broader commitment to building a workforce that is not only technically competent but also equipped with the communication skills, professionalism and customer-focused approach necessary to meet the evolving expectations of the public.

Through this initiative, BVIEC aims to translate employee development into meaningful improvements in customer interactions, service responsiveness and public confidence, ensuring that customers remain at the centre of the Corporation’s operations.