GBPC installs the ‘JACK’

The Grand Bahama Power Company (GBPC) is enforcing its commitment to good customer service with the installation of a Justified Automatic Customer Kiosk (JACK). GBPC Customer Service Agent, Bree Munnings demonstrates how to use the kiosk. (PHOTO: JENNEVA RUSSELL)

The Grand Bahama Power Company (GBPC) is enforcing its commitment to good customer service with the installation of a Justified Automatic Customer Kiosk (JACK).

Representatives from the GBPC spoke to this daily regarding the improvements being made at the company to help create positive experiences for their customers on Friday (January 19) at the company’s headquarters.

Customer Service Agent Bree Munnings explained the importance of the new machine, which was installed about three months ago, “The kiosk allows payment via cash, credit card or check.”

She added that the kiosk was installed to accommodate customers 24 hours a day. Often customers are not able to pay their bills during the 8:45 a.m. to 5:00 p.m. timeslot, when the GBPC is open and this was a way to rectify the issue.
“It’s very frequent for the customers to come in especially at the end of the month when we have long waiting lines, this is more accessible for them when they get off of work after hours. If we are closed they can come and make a payment,” she said.

Munnings noted that during the weekdays, if a customer’s power gets disconnected they can come and make a payment and then call the GBPC’s emergency line 352-8411, let the agent know that they made a payment for the sufficient amount and they would be reconnected.

She revealed that so far, they have gotten positive feedback from customers not only for its convenience, but it’s easy operation.

“It’s very straightforward,” she said.

Munnings explained that customers must first put in their account numbers, choose how they would be paying with either cash, credit card or check, then put in their customer identification, location identification, press next after viewing your amount, move forward to type in your phone number.

“You have the option to use your cellphone number or you can skip that and move to the next option,” she said.
Then customers would type in the amount they wish to pay; unfortunately, the machine does not allow customers to receive change, therefore whatever amount of cash is submitted will be placed on their account.

After making the payment customers must confirm the amount paid to be updated on their account and, eventually, receive a receipt either via email or from the actual machine.

Munnings stated that after getting the receipt, the customer must confirm this on the machine.

“Once you have your account number everything else is straightforward,” she said.

She added that customers can always go inside the GBPC to ensure that their transaction was made properly, ask questions or make suggestions.

Dominique Pinder, GBPC Customer Service Manager said that the GBPC have embarked on a journey to listen to their customers and take into account what they want to see from the company.

“We are committed to improving customer service and excellence with our customers, and so we wanted to provide a 24 digital cashier where customers can make easy, secure, reliable and quick payments any time of the day,” she said.
She added that the GBPC is determined to improve their services and create accessible service to customers, and this is just one of the many ways the GBPC aims to move forward with technology.

“We want to continue to advise customers to keep the information coming, participate in our surveys, walk and speak with a customer service representative, let us know what else we can do for you in our journey to improve the customer experience and to serve you with excellence,” she said.

Zevargo Cox, GBPC Director of Information Technology revealed that the kiosk is the first of its kind in The Bahamas, for a utility company.

“This is a live transaction,” he said.

He informed that the machine accepts both Bahamian and United States (U.S.) currency.

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