The Jamaica Public Service Company (JPS) has implemented an automated notification system that uses cell phone text messaging to remind customers of overdue electricity payments.

On average, 3,000 to 4,000 messages are sent out daily by the SMS system to residential customers whose bills are four days overdue with outstanding balances of over $1,500, a JPS spokesperson told the Observer.

Currently, the company says it has cellular phone numbers for approximately 130,000 of its customers.

With the new system, text messages are sent before a disconnection is put into effect and the SMS service is available to customers of the three major mobile service providers – Cable & Wireless, Digicel and MiPhone.

“It started in late August and the reaction from customers has been very positive, some have even responded with a thank you,” said Winsome Callum, JPS’ head of communications.

Callum said that the text messaging system was implemented after a survey was conducted earlier in the year where customers requested reminders about their overdue balances.

“In addition to getting a bill there are some customers who said they wanted reminders. this is one thing that came out of the survey,” Callum said.

Texting is done from JPS’ automated computer system, which creates a list of overdue customers from the company’s database each day. The system then sends a worded message to the customers’ cell phone showing their account number and the outstanding balance. A typical message would read: A JPS reminder: As at 19-Sep 08:13am, your account 111111-999999 has a $3,020.34 balance. Please ignore if you have already paid. Auto alert, do not reply.

Since the start of the year, the JPS has been collecting the cellular phone numbers of customers by requesting information whenever a call is made to the customer care centre.

Callum said that the service would also be extended to e-mail addresses as the JPS continues to collect numbers on an on-going basis with a view to providing a more efficient service.

The introduction of this facility is expected to reduce the number of disconnections and promote more one-on-one contact between the company and its customers the, JPS said.

fosterp@jamaicaobserver.com