KINGSTON, Jamaica — The Jamaica Public Service Company Limited (JPS) has been awarded the inaugural Utility Provider of the Year by the Consumer Advisory Committee on Utilities (CACU), in partnership with the Office of Utilities Regulation (OUR).

The honour recognises the light and power company’s overall commitment to customer service, technological innovation and consistent national support.

The new award evaluates utility providers on customer experience, reliability, fairness, and the effective use of technology. The selection process combined public voting with findings from the OUR’s 10-week mystery shopping survey conducted earlier this year.

Senior Vice President for Customer Experience and Commercial at JPS, Pia Baker, said the recognition underscores the company’s ongoing efforts to modernise and enhance how customers interact with its services.

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

She also praised JPS frontline teams, noting their professionalism and compassion, particularly in the aftermath of Hurricane Melissa.

“In the wake of Hurricane Melissa, many customers are understandably distressed, yet our teams have remained patient, present and committed, even while managing their own recovery,” she noted, adding that business process outsourcing partner iTel has played a key role in supporting JPS’ voice contact operations.

While the award represents a major milestone, Baker said JPS views it as motivation to further strengthen its customer-focused transformation.

“We thank our customers — those who share feedback, raise concerns and challenge us to improve every day,” she said. “Customer service is not static; it is a continuous journey of learning, listening and evolving.”

JPS says it will continue to issue operational updates through its website, social media platforms and traditional media. Customers can also track ongoing post-Hurricane Melissa restoration efforts on the company’s website at https://www.jpsco.com/hurricane-melissa-restoration-updates/.