The Public Services Commission will convene on March 11 to evaluate Viya’s operations following a surge of customer complaints related to outsourced service. For months, residents have expressed frustration with the diminished presence of local agents, prompting questions about the reliability and quality of the telecom provider’s services, according to officials.
Although Viya’s outsourcing of customer service functions is not a new development, the PSC’s regulatory oversight means that service quality and pricing fall directly under its jurisdiction. With increasing public dissatisfaction, Viya and its Chief Executive Officer Geraldine Pitt are on the docket to address these concerns and clarify the rationale behind their current operational approach, according to the PSC.
Recent issues were highlighted during a Monday Committee of the Whole hearing, where Sen. Novelle Francis Jr. first broached the company’s outsourcing strategy, questioning whether such actions support the local economy.
“Are we really supporting our local economy when the actions taken by companies like Viya lead to outsourcing at the expense of local jobs?” he asked, asking Pitt to give more details on what he described as a “dismantling” of the utility.
Pitt said she disagreed with the term “dismantling,” saying that’s far from where the company was heading, though it had recently “made decisions corporately in terms of how we serve customers.”
Senate Majority Leader Kurt Vialet jumped in after, delivering a pointed critique of Viya’s leadership. He emphasized the detrimental impact of these decisions on the community, stating, “You can’t dismantle a community, dismantle local leadership. These individuals no longer pay an income tax, they no longer have health care. You’re dismantling your workforce and you have the gall to sit in the Legislature and say that you’re not dismantling local talent? Well you are, and you need to stop.”
On Tuesday, the V.I. Daily News reported on the terminations of several long-standing Viya employees, including Jennifer Matarangas-King, who served the company for over two decades — a move seen by many as indicative of the changes Viya is undergoing. Reports that up to seven executives have been impacted in the past few weeks have not been verified by the utility, though Vialet pointed to outsourcing of jobs and operations in Guyana, Jamaica and the Cayman Islands.
Vialet also raised questions about Viya’s affiliation with the University of the Virgin Islands Research and Technology Park. While the Virgin Islands Economic Development Authority enforces strict compliance requirements concerning the hiring and firing of local employees, RTPark clients benefit from a different tax incentive framework that lacks such mandates, he said, making it easier for them to be let go.
Compliance requirements for RTPark clients center on commitments to the University of the Virgin Islands and various community programs rather than mandatory employment quotas. This structure allows businesses to receive substantial tax benefits without the obligation to hire or retain Virgin Islands residents, which raises questions about the long-term effects on the local workforce, according to its mission.
Meanwhile, on Monday, Sen. Carla Joseph raised concerns about the potential loss of tax revenue for the territory due to the outsourcing of services — services that are ultimately being rendered to residents in the Virgin Islands. In response, Pitt noted that the employees handling these outsourced tasks would pay taxes in their home countries rather than contributing to the tax base in the USVI.
The Senate has indicated that it will be inviting Pitt to return in the coming weeks to provide further insights and details regarding the current situation at the utility.
