Jamaican BPO group backs growth-boosting plans
MONTEGO BAY, JAMAICA — The Global Services Association of Jamaica (GSAJ) has welcomed new measures introduced by the Jamaica Special Economic Zone Authority (JSEZA) to enhance the ease of doing business in the business process outsourcing (BPO) sector.
Among the most anticipated developments is the establishment of a Morant Bay Urban Centre in St. James, scheduled to open in early 2025.
Wayne Sinclair, President of the GSAJ, lauded this initiative for its potential to streamline operations for companies in western Jamaica.
“It is really going to allow for just a lot faster processing and a lot more direct access for companies down here [western Jamaica] than before,” Sinclair stated.
He added that the move will eliminate the need for frequent trips to Kingston, significantly improving productivity and convenience for Montego Bay-based businesses.
Streamlined processes to save time and boost productivity
Sinclair emphasized that the current system often requires physical trips to Kingston, resulting in lost productivity.
“Anytime you have to spend two hours one way and two hours the other way on the highway…you’re losing a minimum of a day’s worth of productivity,” he explained. The new center is expected to reduce these inefficiencies, allowing businesses to operate more effectively.
This initiative aligns with broader government efforts to improve Jamaica’s business environment through digital transformation and regulatory streamlining.
Digital tools revolutionizing BPO sector efficiency
Speaking at the GSAJ President’s Breakfast Forum, Permanent Secretary in the Ministry of Industry, Investment, and Commerce Sancia Bennett Templer outlined several measures to foster growth in the sector.
She highlighted two key digital tools introduced by JSEZA: the Customer Relationship Management (CRM) System and the Self Reporting Monitoring Instrument (SRMI). These platforms are designed to fast-track document submissions, simplify interactions with JSEZA, and improve overall efficiency. Additionally, plans are underway to refine the SRMI tool based on industry feedback.
The government has also established a special working group comprising public and private stakeholders — JSEZA, Jampro, and GSAJ — to address challenges in the BPO sector collaboratively. Sinclair praised this collaboration as a critical step toward ensuring adaptability and responsiveness within the industry.
AI integration to drive innovation and economic growth
Bennett Templer also underscored Jamaica’s commitment to leveraging artificial intelligence (AI) across sectors like BPO, agriculture, health, and education. Through initiatives such as the National AI Task Force, launched last year, the government aims to boost productivity while ensuring safe applications of AI technology.
“With these strategic initiatives, Jamaica is not just participating in the digital revolution — we are leading it and transforming challenges into opportunities for sustainable development,” Bennett Templer said.
Jamaica’s BPO sector has seen significant growth over recent years, with employment rising from 41,000 in 2019 to over 50,000 in 2024. These initiatives are expected to solidify Jamaica’s position as a regional leader in global digital services while fostering job creation and economic resilience.
