The agreement, signed on September 30, 2026, according to a recent press release, establishes formal pathways for BVIEC employees to access the Government’s Customer Service Programme, which is one of four priority areas under the Public Service Transformation initiative. Photo: Government of the Virgin Islands

Employees of the British Virgin Islands Electricity Corporation (BVIEC) will receive structured customer service training through a newly signed Memorandum of Understanding with the Office of the Deputy Governor. Photo: Facebook

The agreement, signed on September 30, 2026, according to a recent press release, establishes formal pathways for BVIEC employees to access the Government’s Customer Service Programme, which is one of four priority areas under the Public Service Transformation initiative.

Permanent Secretary in the Office of the Deputy Governor, Mrs Sharleen S. DaBreo-Lettsome, MBE, signed on behalf of the Office of the Deputy Governor, while BVIEC General Manager Dr Neil M. Smith signed on behalf of the corporation. 

The partnership will give BVIEC staff access to training tools, standards and structured learning opportunities already being used to strengthen service delivery across the public service.

'Agreement represents an important step'- DaBreo-Lettsome

Mrs DaBreo-Lettsome said the agreement represents an important step in extending the benefits of the programme beyond the public service.

“We are looking forward to creating this formal relationship with BVIEC for Customer Service training at all levels of the organisation,” she said. “This is also a testament to the work we have done to build this programme to a world standard, which we can now use as a tool to impart knowledge for the development of others.”

At the centre of the agreement is a Customer Service Learning Attachment Programme, which will allow BVIEC employees to undertake practical training placements at the Customer Service Care Centre. The attachments will generally last about six weeks, with employees participating individually or in small groups during the MoU’s 12-month period.

Training will provide hands-on experience 

Participants will gain hands-on experience in customer engagement, complaint handling, service recovery, contact-centre operations, quality assurance, performance monitoring and using customer feedback to improve services. Where relevant opportunities are available, employees may also access professional-development training through the Virgin Islands Public Service Learning Institute.

Dr Smith welcomed the partnership, describing it as a needed step for BVIEC and expressing optimism that the training would take root throughout the corporation’s operational areas.

The initiative supports a broader commitment to ensuring residents experience consistent, courteous and dependable service when interacting with government departments and statutory bodies.