The Jamaica Public Service Company Limited (JPS) has received the Utility Provider of the Year Award, recognising the power company’s commitment to customer experience, service innovation and national development. 

This prestigious award, launched this year by the Consumer Advisory Committee on Utilities (CACU) in partnership with the Office of Utilities Regulation (OUR), recognises utilities that demonstrate excellence in customer service, reliability, and fairness, while effectively utilising technology and innovation to enhance service delivery across Jamaica. The winner was determined through a combination of public voting by customers and findings from OUR’s 2025 mystery shopping survey conducted over ten weeks. 

Pia Baker, senior vice president for customer experience, said that the award reflects ongoing investment in listening to customers and reshaping how JPS delivers service. 

“This recognition is deeply meaningful for us at JPS. We have been intentional about transforming how customers experience our service — expanding self-help opportunities through the MyJPS App, improving accessibility via the MyJPS Care Hub, reducing wait times, and strengthening the quality of care across all customer contact channels. To have these efforts validated through the public vote and the OUR’s mystery shopping assessment is truly encouraging.”  

“I want to especially recognise our frontline teams who continue to serve with unwavering professionalism and empathy. In the wake of Hurricane Melissa, many customers are understandably distressed, and yet our teams have remained patient, present, and committed, even while balancing their own personal recovery. We are also deeply grateful for the partnership of iTel, our BPO collaborators for voice contacts, whose agents have been an extension of the JPS family. Their support has helped us maintain stability, responsiveness, and care across our voice channels at a time when customers need reassurance most.” 

Baker emphasised that, although the award marks a significant milestone, JPS regards it as a catalyst to deepen its transformation, always prioritising its customers. 

“And most importantly, we thank our customers — those who share their feedback, raise concerns, and challenge us to improve every day. Your voices guide our transformation. You remind us that customer service is not static; it is a continuous journey of learning, listening, and evolving.”