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PUTTING CUSTOMERS FIRST: BVIEC SIGNS MOU TO STRENGTHEN SERVICE DELIVERY
Tortola, British Virgin Islands, October 22, 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 Ms. Symorne 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.
Ms. 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, Dr. Smith and Ms. Penn 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.