BVIEC rolls out new services to improve customer access

The BVI Electricity Corporation (BVIEC) is rolling out new systems to improve customer access to and payment for electricity services, General Manager Dr. Neil Smith has announced.

“We are making improvements to our front-facing office to enhance customer comfort and streamline interactions with us,” Smith said in a recent JTV interview. “We’re just trying to make it a lot easier for the public to do business with us.”

Among the upgrades is an email billing system that notifies customers of their outstanding balance at the end of each month. “The emails you’ve been receiving are part of our effort to be a customer-focused organisation, ensuring people know when their bills are due and how much they owe,” Smith explained.

BVIEC is also developing a customer card system featuring a barcode to simplify in-office transactions and service access. “You’ll have a small BVIEC card—not a credit card—but one that links to various services,” Smith said. “With this card, you’ll be able to access reports, files, and other essential services more efficiently.”

Customers can already submit queries and service requests through BVIEC’s “Fresh Desk” application, which aims to provide responses within an hour, depending on the complexity of the issue. The Corporation also operates a 24-hour call-in line, though Smith acknowledged that efforts are ongoing to refine the system.

To expand payment options, BVIEC is planning to install kiosks on the outer islands. “Right now, if customers aren’t paying online, they must wait for us to send someone over to collect payments,” Smith said. “We’re working to make this process more convenient.”