Core Norms at Jamaica Public Service (JPS)

Jamaica Public Service (JPS) — the integrated electric utility serving 650K+ customers — operates on ten cultural pillars that shape daily work:

1. Respect for All: Mutual dignity across ranks, unions (NWU, JALGO), customers. Zero tolerance for harassment.
2. Safety First: "Life Critical Rules" — permit-to-work, lockout/tagout, PPE, driving, working at height. TRIR target <1.0. Safety moments start every meeting.
3. Integrity & Transparency: Anti-corruption policy, gift registry, whistleblower hotline. Procurement audited. "Do right when no one watches."
4. Customer-Centricity: "Customer at the heart." JPS Mobile App, self-service kiosks, 888-CALL-JPS, community outreach. SAIDI/SAIFI targets drive ops.
5. Respect for Diversity: Gender equity (Women in Energy), youth (Graduate Engineer Programme), disability inclusion, multi-generational workforce.
6. Collaboration & Teamwork: Cross-functional squads (T&D, Generation, Commercial, IT). "One JPS" — silos broken by shared KPIs.
7. Professionalism: Punctuality, uniform standards, email etiquette, meeting discipline. Competency frameworks for every grade.
8. Open Communication: Town halls (CEO quarterly), "Ask the Boss" portal, union-management JCC, shift huddles. Feedback loops closed.
9. Continuous Improvement: Kaizen, Lean Six Sigma (Green/Black Belts), digital twins for grid, AI outage prediction. "Better every day."
10. Quality of Service: ISO 9001:2015 certified. Voltage regulation, outage restoration <4 hrs (urban), <8 hrs (rural). Customer satisfaction >85%.

Living the Norms

Embedded in performance reviews, promotions, "JPS Way" onboarding, leadership academies. Violations addressed via progressive discipline — but coaching first.