NWC Unveils Newly Renovated Customer Care Office In St James

The National Water Commission (NWC) has now taken customer care delivery to another dimension following the February 9 official opening of its newly renovated and refurbished customer care office at its premises located at 1 Lower Bevin Avenue in Montego Bay, St. James.

It has been a dream for the past 10 years to transform the cramped commercial space into a first-class customer service centre. The realisation of the special project was concluded in January of this year.

NWC President Mark Barnett, in his address at the grand opening of the facility, stated that the newly upgraded customer care office represented the aggressive push by the NWC to be a more customer-centric organisation.

“Our teams at every level of the organisation are dedicated to the improvement of customer satisfaction and service delivery, and this new customer care office is a demonstration of that fact,” he said. “Our customers had certain legitimate concerns about the original space… it was small, old and cramped. Well, the customers have spoken, and we have listened.”

The 2,045 square feet area has been beautifully landscaped and now features freshly cut manicured lawns. It also has an expanded cashier area and newly designed and painted walls, as well as new bathroom stalls. It will provide the approximately 807 customers per week from St James and neighbouring parishes of Trelawny and Hanover with a more relaxing and comfortable environment.
President Barnett used the occasion to encourage the customer care staff to endeavour to deliver and even surpass the level of professional service that saw the NWC being ranked the Office of Utilities Regulation’s Top Customer Care Service Provider for 2020.

For his part, Vice President of Divisional Operations at the Commission, Mr Kevin Kerr, noted that the customer care office is part of an overall strategic drive by the NWC to improve its operations at all levels so that all stakeholders are satisfied.

In her remarks, the NWC’s Vice President of Corporate Services, Mrs Andrea Gyles, highlighted that it was an occasion where all members of the NWC family should feel proud. She encouraged employees who will be on the frontline to remember the company’s core values in the execution of their daily duties. These values are integrity, teamwork, innovation, professionalism, customer-centricity, accountability, respect and professionalism.

Regional Manager for St. James and Trelawny, Herman Fagan, had direct oversight of the project. He reminisced with pride at how the project had progressed towards completion and highlighted that the concerns of the customers had not fallen on deaf ears.

Some of the specially invited guests included: Reverend Conrad Pitkin, Custos of St. James; Hon. Homer Davis, Minister of State in the Ministry of Local Government and Rural Development and Member of Parliament for St. James Southern; Mr. Heroy Clarke, Member of Parliament of St James Central; and Councillor for the Spring Garden Division, Mr. Dwight Crawford (who represented Mrs Marlene Malahoo-Forte QC, Member of Parliament of St James West Central).

They all lauded the NWC’s transformational initiative and stated that they were on board to see the continued positive developments from the nation’s leading potable water provider.

Commendations also came from the President of the Montego Bay Chamber of Commerce, Ms. Janet Silvera. She said the opening of the customer care office is not just a victory for the NWC but for the entire Montego Bay. She further stated that the office will go a far way in addressing the needs of NWC customers.