JPS exploring measures to close engagement gap with customers

 

Amid outcry from Jamaica Public Service (JPS) customers following the closure of 10 of its 15 customer service offices, the light and power company says it's exploring measures to address engagement gaps. 

 

It comes after the Office of Utilities Regulation in May revealed findings from an impact assessment study, which showed that several customers were struggling to access JPS services following the closures in 2020 and 2021. 

 

JPS said the closures were influenced by a decline in office visits and an over 1000% growth in self-service operations through the My JPS app. 

 

The drop in office visit was most notable in areas such as Falmouth, Port Antonio and Portmore where the office closures have occurred. 

 

In response, the OUR asked the light and power company to develop an action plan to address the customer service gaps. 

 

Leroy Reid, Director of Customer Solutions at JPS, says following the OUR's impact assessment study, JPS is focused on improving responsiveness as well as addressing the needs of those who are digitally excluded. 

 

"We deployed the My JPS Care Hub as a pilot to test its fit with the needs of our constituents in parishes that do not today have an office that is opened. That model is proving to be hugely successful. So in that regard, we do have a roadmap in place for the deployment of additional My JPS hubs. In the past, what we have done is the community engagement activities. Those continue. That's an initiative that needs to be accelerated," he disclosed. 

 

The same scope of services are being offered at the hubs, which are sub-leased spaces within a high-density retail location. Mr. Reid said several recommendations, including a zero-rated app, are being reviewed. 

 

"With respect to recommendation number one, which is asking for a review of spatial distribution of customer touch points, again, the My JPS Care Hub model is designed and deployed and have a plan as to what the locations should be for the continued deployment. Recommendation number three asked that we leverage bill payment agencies as customer support locations. We hear you. And finally, a request that we consider zero-rating the My JPS mobile app, that recommendation is also under review," he outlined. 

 

Some 26% of transactions by JPS customers are conducted digitally via the My JPS app.