Davao City Water District Citizen’s Charter · Davao City Water District ... Photocopy of Notarized Deed of Absolute Sale c) ... Photocopy of Extra-Judicial Settlement of Estate

Davao City Water District – Citizen’s Charter

July 2014 Page 1

TABLE OF CONTENTS

Vision, Mission and Corporate Philosophy ……………………. 1

DCWD Service Pledge ………………………………………..… 2

Feedback / Redress Mechanisms …………………………… 3

New Service Connection Application …………………………… 5 - 14

Payment of Water Bill …………………………………………. 15 - 20

Customer Services ………………………………………….. 21 - 63

Water Service Reconnection ………………………………….. 64 - 66

Transfer of Water Meter …………………………………………. 67 - 72

DCWD Customer Feedback Form …………………………... 73

Workflow Charts of Frontline Services …………………… 74 - 95

Glossary ………………………………………………………… 96 - 98

DCWD Citizen’s Charter Team 2014 …………………………… 99


July 2014 Page 1

Vision, Mission and Corporate Philosophy

Vision

“Best water and wastewater service provider with utmost care for the people

and environment”

Mission

“We commit to supply potable and affordable water 24 hours a day, provide

wastewater treatment services, operate efficiently, and take a proactive role in

environmental concerns and keep a competent workforce”.

Corporate Philosophy

“Service with Dignity and Honor. “


July 2014 Page 2

DCWD Service Pledge

To you our customer, we, the officers and employees of the Davao City Water District, commit to:

ork efficiently to provide you with frontline services at our: - Bajada office - 7:30 AM – 5:00 PM, Monday to Friday

- Matina office - 7:30 AM – 5:00 PM, Monday to Friday - Toril office - 8:00 AM – 5:00 PM, Monday to Friday - Madapo office - 8:00 AM – 5:00 PM, Monday to Friday - Victoria Plaza Collection Center - 10:00 AM – 7:00 PM, Monday to Sunday - 24-hour hotline service 297-DCWD (3293)

09277988966 (Globe) 09084410653 (Smart) 09255113293 (Sun)

ttend quickly to your reports, complaints, queries and requests;

reat you with courtesy and give consideration to those with special needs;

nsure your satisfaction through our prompt delivery of services; and

egard highly your awareness of our programs through various media, our website www.davao-water.gov.ph and DCWD Facebook page www.Facebook.com/davaowater.

because you deserve only the best service.

W W

A A

T T

E E

R R

http://www.davao-water.gov.ph/


July 2014 Page 3

Feedback and Redress Mechanisms

Comments, suggestions, and complaints are welcome through these means:

Customer Feedback Form and drop box provided in all our offices

E-mail address: [email protected]

Facebook page account: www.facebook.com/davaowater

24-hour hotline: 297-3293

Cellular phone: 09277988966 (Globe)

09084410653 (Smart)

09255113293 (Sun)

mailto:[email protected]

http://www.facebook.com/davaowater


July 2014 Page 4

Our Five Frontline Services

1) New Service Connection (NSC)

Application

2) Payment of Water Bills

3) Customer Services

4) Water Service Reconnection

5) Transfer of Water Meter


July 2014 Page 5

Schedule of Availability of Service (no noon break):

Phone-in (Monday to Sunday – 24 hour operation):

Contact 297-DCWD (3293)

09277988966 (Globe)

09084410653 (Smart)

09255113293 (Sun)

Website: www.davao-water.gov.ph

E-mail : [email protected]

Customer in-Office (no noon break)

Bajada Office Monday to Friday - 7:30 AM to 5:00 PM

Matina Office Monday to Friday - 7:30 AM to 5:00 PM

Toril Collection Center Monday to Friday - 8:00 AM to 5:00 PM

Victoria Plaza Collection Center Monday to Sunday - 10:00 AM to 7:00 PM

Who May Avail of the Service:

General Public of Davao City within the service areas of DCWD

Requirements:

1) Attendance to Orientation for New DCWD Customers

Bajada office – Monday to Friday at 10:00 AM and at 3:00 PM

Matina office – Tuesday and Thursday at 10:00 AM and at 3:00 PM

2) Valid identification

a) If transacted by applicant

- original and photocopy of one valid identification card or barangay certificate; Police / NBI

Clearance and photocopy of one valid ID of the lot and/or building owner/s (if lot and building are

not owned by the applicant)

b) If transacted by representative

- original and photocopy of representative’s one valid identification card or barangay certificate;

Police / NBI clearance

- one photocopy of applicant’s valid identification card or his / her barangay certificate; Police /

NBI Clearance and photocopy of one valid ID of the lot and/or building owner/s (if lot and

building are not owned by the applicant)

- Special Power of Attorney (SPA), General Power of Attorney (GPA) or Notarized Authorization

Letter

1. NEW SERVICE CONNECTION (NSC) APPLICATION

1. NEW SERVICE CONNECTION (NSC) APPLICATION




July 2014 Page 6

3) Proof of Ownership:

3.1 For Private Property (any of the following)

a) Photocopy of Land Title

b) Photocopy of Notarized Deed of Absolute Sale

c) Photocopy of Notarized Conditional Sale

d) Photocopy of Notarized Deed of Donation

e) Photocopy of Notarized Contract to Sell

f) Photocopy of Building Permit specifically describing therein the location of the lot

g) Original copy of NHA Certification and City Housing

h) Original copy of Certification from Board of Liquidators

3.2 For Heir in a Privately Owned Lot a) Photocopy of Extra-Judicial Settlement of Estate

b) Photocopy of Land Title

c) Photocopy of Notarized Affidavit of Heirship

d) Photocopy of Proof of Heirship (Birth Certificate, etc)

3.3 For Renter / Lessee of a Privately Owned Lot a) Photocopy of current and notarized Lease Contract

b) Photocopy of Land Title

c) Notarized Authorization / Consent from the Lot Owner / Lessor or Special Power of Attorney

d) Notarized Affidavit of Undertaking

3.4 For Informal Settler on a Private Titled Land with Accredited Association

a) Original copy of Certification from the Association signed by the Association President (sealed)

b) Notarized Affidavit of Undertaking

3.5 For Informal Settler in the Government Property

a) Original copy of the Barangay Certification signed by the Barangay Captain with Seal, or

b) Original copy of Certification from Board of Liquidators, if applicable

c) Notarized Affidavit of Undertaking

3.6 For Owner of a Property Acquired through Balikatan

a) Original Copy of Authenticated Notice of Approval from Balikatan

3.7 For Corporate / Business Establishments (any of the following)

a) Photocopy of Lot Title (if owned)

b) Photocopy of current and notarized Lease Contract

3.8 For Owner of a Foreclosed Property

a) Original Copy of the Certification from the Bank, SSS, GSIS or PAG-IBIG, or other housing

institutions


July 2014 Page 7

4) Installation Fee per water meter size (in Peso, subject to change):

½” - P 3,000.00 2” - 32,500.00

¾” - 16,500.00 4” - 63,000.00

1” - 19,000.00 6” - 80,000.00

1& 1/2” - 26,000.00 8” - 122,000.00

How to avail of the service:

Go to Public Assistance Desk Officer (PADO) for priority number, proceed to Commercial Services

Department (CSD) counter and apply for New Service Connection (NSC).

Duration of Transaction:

* Customer In - Office Transaction - 1 hour and 10 minutes

* Under normal condition:

Tee connection will be installed within two working days after contract signing.

Single Line Connection will be installed within six working days after contract signing.


July 2014 Page 8

NEW SERVICE CONNECTION (NSC) APPLICATION

How to avail of the service:

a) Customer with Filled-up Electronic New Service Connection Form (e-form 1) with

Complete Requirements

FIRST VISIT – Customer In-Office Transaction with Filled-up Electronic New Service

Connection Form (e-form 1) with Complete Requirements

STEP CUSTOMER SERVICE PROVIDER DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM / SLIP

1

Go Public Assistance Desk Officer (PADO) for assistance.

Inquire customer's concern, provide priority number. Direct customer to Commercial Services Department (CSD) counter and wait for turn.

1 min

PADO

Priority number

2 Go to CSD Customer Service Attendant (CSA) and apply for New Service Connection (NSC).

Check availability of water service and sufficiency of pressure for approval to attend orientation.

8 mins CSA Orientation Attendance Slip

3 Receive orientation attendance slip. Attend orientation, submit duly filled-up orientation slip, photocopy of one valid ID to NSC facilitator.

Facilitate orientation.

Give Installation

Standard Diagram and

Orientation Attendance

Certificate.

45 mins NSC Orientation Facilitator

Orientation Attendance Slip Installation Standard Diagram Orientation Attendance Certificate

4 Receive Installation Standard Diagram and Orientation Attendance Certificate. Submit the accomplished e-Form 1 and complete requirements to CSA. Receive Inspection Schedule Slip (ISS).

Receive and evaluate the accomplished e-Form1 and requirements. Agree on schedule of inspection date and give Inspection Schedule Slip. Advise customer to wait for the Plumbing Inspection Report (blue card) or call 297-3293 for the result of investigation.

5 mins CSA e-Form 1 Installation Standard Diagram

Orientation Attendance Certificate

Inspection Schedule Slip

END OF FIRST VISIT – CUSTOMER IN-OFFICE TRANSACTION WITH FILLED-UP E- FORM 1 AND COMPLETE REQUIREMENTS


July 2014 Page 9


INTERNAL FLOW OF TRANSACTION

After First Visit - a) Customer In-Office with Filled-up Electronic New Service Connection

Application Form (e-form 1) and Complete Requirements After Second Visit - b) Customer In-Office Transaction without Electronic New Service

Connection Application Form (e-form 1)


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM / SLIP

1 Create New Service Application record on database. Generate control number. Prepare GIS map and determine DMA code. Confirm availability of water service and sign. Log and endorse New Service Connection Application Form (Form 1) to Supervising Utilities / Customer Service Officer (SUCSO) for investigation.

10 mins CSA e-Form 1 / Form 1Orientation

Attendance Certificate

2 Receive and log Form1 and assign inspector.

3 mins SUCSO -Investigation

e-Form 1 / Form 1 Orientation


3 Conduct inspection on site. Issue inspection notice (blue card) to inform customer that plumbing provision has been investigated with findings and instruction. Return Form1 to SUCSO after inspection with investigation remarks

15 mins CSA-Inspector e-Form 1 / Form 1Orientation


4 Receive and log Form1 with investigation remarks and endorse to CSA.

2 mins SUCSO e-Form 1 / Form 1Orientation


5 Update New Service Application record with result of investigation.

2 mins CSA e-Form 1 / Form 1Orientation


END OF INTERNAL FLOW OF TRANSACTION

Note: Internal Flow of Transaction is the same for both

a) Customer In-Office Transaction with Filled-up Electronic New Service Connection Application Form (e-form1)

and Complete Requirements

b) Customer In – Office Transaction without Electronic New Service Connection Application Form (e-form1)


July 2014 Page 10


a) Customer with Filled-up Electronic New Service Connection Form (e-form 1) with Complete Requirements

b) Customer without Electronic New Service Connection Application Form

(e-form 1)

SECOND VISIT - a) Customer In-Office Transaction with Filled-up Electronic New Service

Connection Application Form (e-form 1) and Complete Requirements THIRD VISIT - b) Customer In-Office Transaction without Electronic New Service



OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE (PhP) FORM / SLIP

1



1 min

PADO

Priority

number

2 Go to Commercial Services Department (CSD) Counter.

Retrieve Form 1. Access record, review delinquent accounts. Prepare and give Form 2 (JMS Order of Payment)

4 mins CSA

Form 2

3 Receive Form 2, proceed to teller and pay.

Receive Form 2 and

payment. Issue Official

Receipt (OR).

2 mins Teller NSC Service

Fee and

delinquent

accounts , if

any

Form 2

OR

4 Go back to CSD counter and present OR.

Prepare Form 3 (Promissory Note) if applicable, and facilitate signing of Form 4 (Service Connection Contract)

4 mins CSA Form 3

Form 4

5 Receive original copy of Form 4 and Form 3, if applicable.

END OF SECOND VISIT – A) CUSTOMER IN-OFFICE TRANSACTION WITH FILLED E- FORM 1

AND COMPLETE REQUIREMENTS AND THIRD VISIT – B) CUSTOMER IN- OFFICE TRANSACTION WITHOUT E-FORM 1


July 2014 Page 11


b) Customer without Electronic New Service Connection Application Form

(e-form 1)

FIRST VISIT - b) Customer In-Office Transaction without Electronic New Service Connection

Application Form (e-form1)


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1



1 min

PADO

Priority number

2 Go to CSD Customer Service Attendant (CSA) and apply for New Service Connection (NSC).

Check availability of water service and sufficiency of pressure for approval to attend orientation.

8 mins CSA Orientation Attendance Slip

3 Receive orientation attendance slip. Attend orientation, submit duly filled-up orientation slip, photocopy of one valid ID to NSC facilitator.


Give New Service

Connection Application

Form (Form 1),

Installation Standard

Diagram and

Orientation

Attendance Certificate.

45 mins NSC Orientation Facilitator

Form 1 Orientation

Attendance Slip Installation Standard Diagram Orientation Attendance Certificate

4 Receive Form 1, Installation Standard Diagram and Orientation Attendance Certificate. Comply requirements for submission to CSD CSA.

CSA Form 1 Installation Standard Diagram


END OF FIRST VISIT - B) CUSTOMER IN- OFFICE TRANSACTION WITHOUT E-FORM 1


July 2014 Page 12


b) Customer without Electronic New Service Connection Application Form (e-form 1)

SECOND VISIT - b) Customer In-Office Transaction without Electronic New Service


STEP CUSTOMER SERVICE PROVIDER DURATION OF

ACTIVITY

PERSON-IN-CHARGE and

COUNTER


5



1 min PADO

Priority number

6 Go to CSD Customer Service Attendant (CSA) and submit accomplished New Service Connection Application Form (Form 1) and complete requirements. Receive inspection schedule slip

Receive and evaluate the accomplished Form 1 and requirements. Agree on schedule of inspection date and give Inspection Schedule Slip. Advise customer to wait for the Plumbing Inspection Report (blue card) or call 297-3293 for the result of investigation.

4 mins CSD CSA Form 1 Installation Standard Diagram


Inspection Schedule Slip

END OF SECOND VISIT – B) CUSTOMER IN- OFFICE TRANSACTION WITHOUT E-FORM 1

Note: Refer to Page 9 for the THIRD VISIT – b) Customer In - Office Transaction without Electronic New Service



July 2014 Page 13



After Second Visit - a) Customer with Filled-up Electronic New Service Connection

Application Form (e-form 1) and Complete Requirements

After Third Visit - b) Customer In-Office Transaction without Electronic New Service



OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM / SLIP

1 Post New Service Connection service fee.

3 mins Customer Service Attendant (CSA)

e-Form 1 / Form 1 (with attachments)

2 Arrange documents; sort all applications per service area. Prepare Store Requisition Slip (SRS) for withdrawal of materials and attach to New Service Connection Application Form (e- Form 1/ Form 1). Forward documents to Customer Care Division Manager (CCDM) for recommending approval.

18 mins CSA e-Form 1 / Form 1 (with attachments)

SRS

3 Check documents and sign. Forward documents to Commercial Services Department Manager (CSDM).

2 mins CCDM e-Form 1 / Form 1 (with attachments)

SRS

4 Check documents and approve for installation. Return documents to CSA

2 mins CSDM e-Form 1 / Form 1 (with attachments)

SRS

5 Endorse e- Form 1 / Form 1, SRS to CSD Water Maintenance Foreman / leadman.


SRS

6 Receive e- Form 1 / Form 1 and endorse SRS to Storekeeper for withdrawal of materials.

2 mins CSD Foreman e-Form 1 / Form 1 (with attachments)

SRS

7 Receive e- Form 1 / Form 1 and SRS. Process request, issue materials, return Form 1 and give 1 copy of processed SRS.

15 mins Storekeeper e-Form 1 / Form 1 (with attachments)

SRS

8 Receive materials, SRS copy and e- Form 1 / Form 1.

2 mins CSD Installation Crew


SRS


July 2014 Page 14



After Second Visit - a) Customer with Filled-up Electronic New Service Connection

Application Form (e-form 1) and Complete Requirements

After Third Visit - b) Customer In-Office Transaction without Electronic New Service



OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM / SLIP

9 Go to site, and install water meter. Inform customer that water service is already available.

Tee Connection – 10 mins Single line – 2 – 5 hours

CSD Installation Crew


10 Return accomplished e-Form 1 / Form 1 and Accomplishment Report to CSA

2 mins CSD Installation Crew

e-Form 1 / Form 1 (with attachments) Accomplishment Report

11 Receive accomplished copy of e-Form 1 / Form 1 and Accomplishment Report

2 mins CSA e-Form 1 / Form 1 (with attachments) Accomplishment Report

12 Update New Service Application record. Assign Zone and Book number. Generate account number.


13 Prepare list of installed NSC with duplicate copy of GIS map and submit to ICTD (with indicated meter site)

20 mins/ batch

CSA e-Form 1 / Form 1 (with attachments)

14 Receive documents for tagging of accounts

1 min ICTD Staff e-Form 1 / Form 1 (with attachments)

15 Scan documents and file 4 mins CSA e-Form 1 / Form 1 (with attachments)


Under normal condition, water connection will be installed within six (6) working days after contract signing.

Notes:

1) This work standard excludes those applications requiring permits from other agencies (e.g. DPWH, CEO, etc.),

Which processing may take longer.

2) Validity of New Service Connection (NSC) application form (e -Form 1 or Form 1) is 1 year.

3) Validity of orientation attendance certificate is 1 year.


July 2014 Page 15


Phone-in Monday to Sunday (24 hour operation)


09277988966 (Globe)

09084410653 (Smart)

09255113293 (Sun)








Special Collection Centers Monthly:

Talomo Barangay Hall - 8:00 AM to 3:00 PM

During last day of the payment due date of scheduled zone

Mintal Barangay Hall -8:00 AM to 3:00 PM


Calinan Barangay Hall -8:00 AM to 3:00 PM



All DCWD Customers

Requirements:

DCWD water bill

BIR Form 2307 - Tax Withheld Certificate (if applicable)

2. PAYMENT OF WATER BILLS

2. PAYMENT OF WATER BILLS




July 2014 Page 16

How to avail of the service

a) Bajada, Matina, Toril and Victoria Plaza Offices:

1. For customer with or without regular bill paying full or partial

Go to teller, give water bill or account details and payment.

2. For customer with or without disconnection bill paying full arrears


3. For customer without regular / disconnection bill paying multiple accounts


Department (CSD) Counter and ask Form 2 (Order of Payment). Then, go teller, give Form 2 and payment.

4. For customer with or without disconnection bill paying partial arrears


Department (CSD) Counter and ask Form 2 (Order of Payment). Then, go teller, give Form 2 and payment.

5. For customer with BIR Form 2307 – Tax Withheld Certificate


Department (CSD) Counter for evaluation of water bill's computation. Then, go to teller and give water bill,

Form 2, four copies of tax certificate (BIR Form 2307).

b) Special Collection Centers:

1. For customer with or without regular bill paying full or partial


2. For customer with or without disconnection bill paying full arrears


3. For customer without regular / disconnection bill paying multiple accounts

Go to teller, give details per account and payment.

4. For customer with or without disconnection bill paying partial arrears

Go to Public Assistance Desk Officer (PADO) for assistance. PADO calls Commercial Services Department

concerned staff for approval of customer’s partial arrears payment amount. Then, go teller, give water bill or

account details and payment.

5. For customer with BIR Form 2307 – Tax Withheld Certificate

Go to teller, give water bill, and four copies of tax certificate (BIR Form 2307).

Duration of customer transaction per bill:

• With or without bill (single account / paying in full or full arrears) - 1 minute

• With or without bill (multiple accounts / paying in partial) - 5 minutes

• With BIR Form 2307 – Tax Withheld Certificate - 5 minutes


July 2014 Page 17

PAYMENT OF WATER BILLS

How to Avail of the Service: Customer In-Office Transaction

1) Customer with or without Regular Bill Paying Full or Partial 2) Customer with or without Notice of Disconnection paying Full Arrears


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Go to teller; give water bill if available and payment. If no bill give details of account and payment

Accept payment and issue Official Receipt (OR)

1 min Teller Amount to be paid

OR

2 Receive and check official receipt and count loose change, if any

OR

END OF TRANSACTION – CUSTOMER IN-OFFICE TRANSACTION


July 2014 Page 18


Customer In-Office Transaction:

3) Customer without regular / disconnection bill, paying multiple accounts 4) Customer with or without disconnection bill paying partial arrears


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Go to Public Assistance Desk Officer (PADO) for assistance

Inquire customer's concern, give priority number. Direct customer to Commercial Services Department (CSD) Counter and wait for turn

1 min Public Assistance Desk Officer (PADO)

Priority number

2 Go to CSD Customer Service Attendant (CSA) ask for Form 2 (Order of Payment)

Verify customer record; issue Form 2

3 mins CSA

Amount to be paid

Form 2

3 Go to teller, give Form 2 and payment

Accept Form 2 and payment, issue official receipt, attach Form 2 to file copy of Official Receipt (OR)


Form 2 OR

4 Receive and check official receipt and count loose change, if any

OR


Note:

For Special Collection Centers:

Customer without regular / disconnection water bill, paying multiple accounts, go to teller, give water bill

or account details and payment.

Customer with or without disconnection bill paying partial arrears, go to Public Assistance Desk Officer

(PADO) for assistance. PADO calls Commercial Services Department concerned staff for approval of customer’s

partial payment amount. Then, go teller, give water bill or account details and payment.


July 2014 Page 19



5) Customer with BIR Form 2307 - Tax Withheld Certificate


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer's concern, provide priority number. Direct customer to Commercial Services Department (CSD) Counter and wait for turn

1 min PADO Priority number

2 Go to CSD Customer Service Attendant (CSA) and ask for Order of Payment (Form 2), if applicable

Check Water Bill and BIR Form 2307. Compute withholding tax, issue Form 2 then advise customer to proceed to teller

2 mins

CSA

Water Bill BIR Form 2307 Form2

3 Go to Teller and give Form 2, 4 copies of Tax Certificate (BIR Form 2307) and payment

Accept Form 2,

payment, retain 3

copies of BIR Form

2307 including original.

For customer's copy,

stamp "Received",

print name and sign.

Issue Official Receipt

and give customer

copy of BIR Form 2307

2 mins Teller Amount to be paid

Water Bill Form2 OR

BIR Form 2307

4 Receive and check copy of BIR Form 2307, Official Receipt, and count loose change, if any

BIR Form 2307

OR


Note:

For Special Collection Centers:

Customer with BIR Form 2307 – Tax Withheld Certificate, go to teller, give water bill, and four copies of tax

certificate (BIR Form 2307).


July 2014 Page 20


Internal Flow of Transaction:

5) Customer with BIR Form 2307 - Tax Withheld Certificate


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Prepare Batch slip. Forward two copies of BIR Form 2307 including original and transmittal to Customer Service Attendant (CSA)

1 min Teller Batch slip BIR Form 2307

2 Receive documents. Review computation of franchise tax. Prepare Billing Adjustment Memo (BAM) request. Forward to Billing and Accounts Division Manager (BADM)and Commercial Services Department Manager (CSDM)

10 mins

CSA - Billing and Accounts

Batch slip BIR Form 2307 BAM

3 Approve request for BAM 5 mins/ batch

BADM

CSDM

Batch slip BIR Form 2307 BAM

4 Forward approved BAM to Information and Communications Technology Department (ICTD) for updating of customer's account master file.

1 min CSA - Billing and Accounts

BIR Form 2307

BAM

5 Post BAM franchise tax to customer's account master file and make report. Forward report to ICT Division and Department Managers

2 mins/ account

ICTD Staff Report

6 Review and approve report

3 mins ICTD Div and Department Managers

Report

7 Distribute report to ABD and CSD

2 mins ICTD Staff Report



July 2014 Page 21


Phone-in Monday to Sunday (24 hour operation)


09277988966 (Globe) 09084410653 (Smart)

09255113293 (Sun)

Phone-in Monday to Friday (8:00 AM to 5:00 PM) Contact 2215132 Madapo Office (For water analysis only)







Madapo Office Monday to Friday - 8:00 AM to 5:00 PM



All DCWD Customers

CHANGE OF ACCOUNT NAME

Requirements:

1) Attendance to Orientation

Bajada office - Monday to Friday at 10:00 AM and at 3:00 PM

Matina office - Tuesday and Thursday at 10:00 AM and at 3:00 PM

2) Valid Identification

a) If transacted by account holder:

– Original and photocopy of one valid identification card or barangay clearance

b) If transacted by representative:

– Original and photocopy of representative’s one valid identification card or

barangay clearance;

– One photocopy of account holder’s identification card; and

– Notarized authorization from the account holder.

3. CUSTOMER SERVICES

3. CUSTOMER SERVICES




July 2014 Page 22

3) Proof of ownership (Lot Title, Deed of Sale, etc.)

4) Payment of unpaid charges or outstanding balances, if there are any.

Fee: PhP300.00 (Subject to change)

REPLACEMENT OF STOLEN WATER METER

Requirements:

1) Valid Identification

a) If transacted by account holder: – Original and photocopy of one valid identification card or barangay clearance

– Affidavit

b) If transacted by representative:

– Original and photocopy of representative’s one valid identification card or

barangay clearance;

– One photocopy of account holder’s identification card; and

– Authorization letter from the account holder

– Affidavit

Fee: Current cost of water meter

How to avail of the services:

For inquiry, contact 297-DCWD (3293), 09277988966 (Globe), 09084410653 (Smart),

09255113293 (Sun) or go to Public Assistance Desk Officer (PADO) for assistance, then

proceed to Commercial Services Department (CSD).

For water quality analysis inquiry, contact 2215132.

Phone-in Transaction

TRANSACTION

(Report / Complaint / Query / Request)

ACTION AND DURATION

Phone-in

Status of New Service Connection;

Billing Details

Delivery of Water Bills;

High Water Consumption;

No Water / Low Pressure;

Special Reading of Water Consumption;

Arrangement / Elevation of Water Meter;

Replacement of Water Meter;

Transmission, Distribution, Service Line Leak

Repair;

Water Quality Analysis

Provide feedback upon inquiry within 3

minutes


July 2014 Page 23

Customer In-Office Transaction

TRANSACTION

(Report / Complaint /Query / Request)

ACTION AND DURATION

Senior Citizen Discount Privilege

Registered within 24 hours after submission

of requirements

Special Reading of Water Consumption Provide feedback within 3 working days

after request

High Water Consumption Investigation Provide feedback within 3 working days

after report

Change of Account Name Account name is changed within 24 hours

after contract signing

Replacement of Stolen Water Meter Replace the meter within 24 hours after

completion of requirements

Disconnection of Water Service

Advise settlement of account before

disconnection of water service;

Disconnect within 3 working days

Arrangement / Elevation of Water Meter Arrange / Elevate meter within 3 working

days after request

Replacement of Stuck / Defective Meter Replace stuck / defective meter within 3

working days after request

No Water / Low Pressure Provide feedback upon inquiry or within 6

hours

Transmission, Distribution, Service Line Leak Repair

Repair within 11 hours

Water Quality Analysis

Provide laboratory result within 2 working days after receipt of report /complaint

Release laboratory results of paid request

within 7 working days after payment

Line Flushing Flush within 2 hours after report


July 2014 Page 24

CUSTOMER SERVICES

How to Avail of the Service:

PHONE-IN Report / Complaint / Query / Request on:

Status of New Service Connection Application; Billing Details; Delivery of Water Bills; High Water Consumption Investigation; No Water / Low Pressure; Special Reading of Water Consumption; Arrangement / Elevation of Water Meter; Replacement of Water Meter (Defective and Stolen Water Meter); Transmission, Distribution, Service Line Leak Repair; and Water Quality Analysis


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Call any of DCWD hotline numbers:

297-3293 (DCWD) 09277988966(Globe) 09084410653 (Smart) 09255113293 (Sun) 2215132 (For water quality analysis only)

Receive, discuss, and encode in the database customer's name, contact and account details, and concern(s). Browse database. Provide answer to customer if concern can be answered outright or inform customer that concern shall be processed and give feedback within 24 hours. Prepare Job Management System Maintenance Order (JMS MO).

within 3 mins

CIU (Central Information Unit)

END OF CUSTOMER PHONE-IN TRANSACTION


July 2014 Page 25

CUSTOMER SERVICES

LETTER / EMAIL- Report / Complaint / Query / Request on:

Billing Details; Delivery of Water Bills; High Water Consumption Investigation; No Water / Low Pressure; Special Reading of Water Consumption; Arrangement / Elevation of Water Meter; Replacement of Water Meter (Defective and Stolen Water Meter); Transmission, Distribution, Service Line Leak Repair; and Water Quality Analysis


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM / SLIP

1 Customer sends communication

Receive letter / browse email and forward to concerned department

1 min Receiving department

2 Receive letter / print email and act

2 mins Concerned department

END OF LETTER / EMAIL TRANSACTION

Note: Follow corresponding internal flow of transaction of service availed.


July 2014 Page 26

CUSTOMER SERVICES

BILLING DETAILS



OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer's concern, give priority number. Direct customer to Commercial Services Department (CSD) counter and wait for turn


2 Go to CSD Customer Service Attendant (CSA)

Receive, discuss, and encode in the database customer’s name, contact details and concern(s). Provide answer to customer. Print and let customer sign the Job Management System Maintenance Order (JMS MO) and give one copy

4 mins CSA

JMS MO

3 Sign JMS MO and receive one copy

CSA JMS MO

END OF CUSTOMER IN-OFFICE TRANSACTION

BILLING DETAILS INQUIRY

Note:

For manual procedure, all pending customer in-office report / complaint / query / request received by Commercial

Services Department (CSD) Customer Service Attendant (CSA) should be endorsed to CIU and Radio Room after

5:00 PM; Customer Assistance CSA must retrieve the same from the CIU and Radio Room not later than 7:30 AM the

following working day.


July 2014 Page 27

CUSTOMER SERVICES

SENIOR CITIZEN DISCOUNT PRIVILEGE



OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Go to Public Assistance Desk Officer (PADO) for assistance.

Inquire customer's concern, give priority number. Direct customer to Commercial Services Department (CSD) counter and wait for turn.

1 min PADO

Priority number


Receive, discuss, and give Senior Citizen Discount Privilege Application Form to be filled-up.

2 mins CSA

Senior Citizen

Discount Privilege Application Form

3 Receive Application Form, fill-up and return to CSA. Present Office of the Senior Citizen Affairs (OSCA) ID and submit Proof of Residency (Barangay Certification).

Receive and check filled-up application form, OSCA ID and proof of residency. Issue Certificate of Senior Citizen Discount Privilege (CSCDP). Update database.

2 mins CSA Senior Citizen Discount Privilege Application (SCDPA) Form

4 Receive Certificate of Senior Citizen Discount Privilege

Certificate of Senior Citizen Discount Privilege (CSCDP)


SENIOR CITIZEN DISCOUNT PRIVILEGE


July 2014 Page 28

CUSTOMER SERVICES

SPECIAL READING OF WATER CONSUMPTION

Customer In -Office Transaction


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER




1 min PADO

Priority number

2 Go to Customer Service Attendant (CSA)

Receive, discuss, and encode in the database customer's name, contact details and concern(s).

2 mins CSA

3 Receive photocopy of valid ID. Print and let customer sign Job Management System Maintenance Order (JMS MO). Give one copy. Forward JMS MO to CSA – Billing

2 mins CSA JMS MO


JMS MO




July 2014 Page 29

CUSTOMER SERVICES


Internal Flow of Transaction


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM / SLIP

1

Receive letter / email / Job Management System Maintenance Order (JMS MO) and / or load / browse database for Special Reading request. Forward to Supervising Utilities / Customer Service Officer (SUCSO) Billing

1 min Customer Service Attendant (CSA) - Billing

JMS MO

2 Receive JMS MO and assign to meter reader to conduct special reading

2 mins Supervising Utilities / Customer Service Officer (SUCSO) - Billing

JMS MO

3 Receive JMS MO. Conduct meter reading on site. Advise customer, if present, to go to office and pay the corresponding computed amount. Accomplish JMS MO and return to SUCSO Billing

5 mins Meter Reader JMS MO

4 Receive accomplished JMS MO. Forward JMS MO to CSA - Billing

2 min SUCSO - Billing JMS MO

5 Receive and log accomplished JMS MO. Prepare batch slip and forward to Information and Communication Technology Department (ICTD)

5 mins CSA - Billing

JMS MO

6 Receive batch slip and accomplished JMS MO. Update database. Return JMS MO to CSA – Billing

5 mins ICTD JMS MO

7 Receive JMS MO and file. 1 min CSA - Billing

JMS MO




July 2014 Page 30

CUSTOMER SERVICES

HIGH WATER CONSUMPTION INVESTIGATION



OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER




1 min PADO

Priority number


Receive, discuss, and encode in the database customer's name, contact details and concern(s). Require photocopy of any valid ID and authorization, if applicable. Provide answer to customer if concern can be answered outright. If not, the customer’s concern will be processed and give feedback within 3 working days

2 mins CSA

3 Give photocopy of valid ID

Receive photocopy of valid ID. Print and let customer sign Job Management System Maintenance Order (JMS MO). Give one copy. Forward JMS MO to CSA – Billing.

2 mins CSA JMS MO

4 Sign JMS MO and receive one copy.

JMS MO




July 2014 Page 31

CUSTOMER SERVICES


Internal Flow of Phone-in, Letter / Email and Customer In-Office Transaction


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM / SLIP

1 Receive letter / Email, load, print Job Management System Maintenance Order (JMS MO), GIS map and Billing Transaction Record (BTR). Attach to Investigator’s Field Report (IFR) Form. Forward to Supervising Utilities / Customer Service Officer (SUCSO) - Investigation

3 mins High Consumption staff / CSA

JMS MO GIS map BTR IFR Form

2 Receive JMS MO (with attachments) and assign to CSA - investigator

1 min SUCSO – Investigation


3 Investigate on site. Accomplish JMS MO, Investigator's Field Report form and return to SUCSO

20 mins CSA - Investigator


4 Receive; log accomplished JMS MO and forward to High Consumption Staff / CSA

1 min SUCSO JMS MO GIS map BTR IFR Form

5 Receive and update database

2 mins High Consumption staff /CSA


6 Browse database and feedback customer of the result within 3 working days.

3 mins CIU staff

END OF INTERNAL FLOW OF PHONE-IN, LETTER / EMAIL AND

CUSTOMER IN-OFFICE TRANSACTION



July 2014 Page 32

CUSTOMER SERVICES




OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer's concern, give priority number. Direct customer to Commercial Services Department (CSD) counter and wait for turn.



Receive and check requirements. Require customer to execute Affidavit, if necessary. Issue Orientation Attendance Slip. Update database.

5 mins

CSA

Orientation Attendance Slip

3 Receive Orientation Attendance Slip. Attend orientation, submit duly filled-up Orientation Attendance Slip, photocopy of one valid ID to Orientation Facilitator


Give Orientation

Attendance Certificate.

45 mins Orientation Facilitator

Orientation Attendance Slip Orientation Attendance Certificate

4 Receive Attendance Certificate. Go back to CSA

Receive and check

Certificate. Issue Order of

Payment (Form 2) for

Change of Account Name

Service Fee

3 mins CSA Orientation Attendance Certificate Form 2

5 Go to teller and pay Receive Form 2 and

payment. Issue Official

Receipt (OR)

1 min Teller Php300 (subject to change)

Form 2 OR

6 Receive OR and present to CSA

Check OR. Prepare Service

Connection Contract (Form

4)

4 mins CSA Form 4

7 Sign contract and receive one copy

Inform customer that

account name shall be

changed within 24 hours

1 min CSA Form 4




July 2014 Page 33

CUSTOMER SERVICES




OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Prepare Master file Change Request (MCR) and attach to contract. Forward to Supervising Utilities / Customer Service Officer (SUCSO) - Accounts Unit

5 mins CSA MCR

2 Receive, check, approve MCR. Return to CSA

2 mins SUCSO - Accounts Unit

MCR

3 Update database. Generate summary of Change of account name daily requests. Forward to Information and Communications Technology Department (ICTD) staff.

7 mins CSA MCR

4 Receive MCR, update database. Return documents to CSA

3 mins ICTD Staff MCR

5 Check and update database. Close transaction. File.

3 mins CSA

END OF INTERNAL FLOW

CHANGE OF ACCOUNT NAME TRANSACTION


July 2014 Page 34

CUSTOMER SERVICES


Customer In-Office Transaction (Outright Payment)


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer's concern, give priority number and direct to Commercial Services Department (CSD) Counter.

1 min PADO Priority Number

2 Go to CSD Customer Service Attendant (CSA), report lost water meter

Receive, discuss and encode in the database customer’s name, contact details and concern(s). Check billing details. If disconnected, follow reconnection process. If stolen meter, require a photocopy of any valid ID and authorization, if applicable.

4mins CSA

3 Submit requirements. Sign JMS MO; receive one copy and Form 2.

Receive, check requirements and update database. Print and let customer sign JMS MO. Give one copy. Print Form 2 (order of payment) and advise customer to pay at teller cost of meter.

3mins CSA JMS MO Form 2

4 Go to teller and Pay

Receive payment, Form 2 and issue Official Receipt (OR). Attach Form 2 to DCWD OR copy

1 min Teller Current cost of water meter

JMS MO Form 2 OR

5 Receive OR, go back to CSA and present OR

Check OR to validate. Inform customer that the installation of new water meter will be done within 24 hours.

1 min CSA OR

END OF CUSTOMER IN- OFFICE TRANSACTION (OUTRIGHT PAYMENT)



July 2014 Page 35

CUSTOMER SERVICES


First Visit Customer In-Office Transaction (Charge to Account)


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer's concern, direct to Commercial Services Department (CSD) Counter.


2 Go to CSD Customer Service Attendant (CSA), report stolen water meter

Receive, discuss and encode in the database customer’s name, contact details and concern(s). Check billing details. If disconnected, follow reconnection process. If stolen meter, require a photocopy of any valid ID and authorization, if applicable.

4 mins CSA

3 Submit requirements. Sign JMS MO; receive one copy and Form2.

Receive, check requirements and update database. Print and let customer sign JMS MO and give one copy. Print Form 2 (order of payment), advise customer to pay at teller cost of meter. If customer request for terms or "add-to-bill" arrangement, endorse concern to Customer Care Division Manager (CCDM)

3 mins CSA JMS MO Form 2

4 Go to CCDM Evaluate request for “add-to-bill” arrangement.

1 min CCDM JMS MO Form 2

5 Go back CSA

Advise customer to come back for the signing of Promissory Note (PN), Stolen Meter fee shall be added in the next bill and meter shall be installed within 24 hours.

1 min CSA Cost of water meter

JMS MO Form 2

END OF FIRST VISIT CUSTOME IN- OFFICE TRANSACTION (CHARGE TO ACCOUNT)



July 2014 Page 36

CUSTOMER SERVICES


Second Visit Customer In-Office Transaction (Charge to Account)


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer's concern, direct to Billing Unit


2 Go to Billing Unit Customer Service Attendant (CSA)

Receive, browse database and encode customer’s name. Prepare and let customer sign Promissory Note (Form 3). Give one copy to customer and one copy for Information and Communications Technology Department (ICTD) staff

3mins CSA Form 3

3 Sign Form 3 and receive one copy

Update database 1 min ICTD Staff Form 3

END OF SECOND VISIT CUSTOMER -IN OFFICE TRANSACTION



July 2014 Page 37

CUSTOMER SERVICES




OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Prepare Store Requisition Slip (SRS) for replacement of stolen water meter. Forward SRS to Customer Care Division Manager (CCDM) and Commercial Services Department Manager (CSDM) for approval.

4 mins CSA

JMS MO SRS

2 Approve SRS 2 mins CCDM CSDM

JMS MO SRS

3 Update database, forward Job Management System Maintenance Order (JMS MO) and SRS to CSD Water Maintenance Foreman.

2 mins CSA JMS MO SRS

4 Receive JMS MO and SRS. Present JMS MO and give SRS to storekeeper to withdraw materials.

2mins CSD Water Maintenance Foreman

JMS MO SRS

5 Receive JMS MO and SRS. Process SRS and issue materials. Return JMS MO and give one copy of processed SRS.

5 mins Storekeeper JMS MO SRS

6 Receive materials, JMS MO and SRS copy

1 min CSD Water Maintenance Foreman

JMS MO SRS

7 Go to site. Install new meter and inform customer that water meter has been installed. After installation, submit accomplished JMS MO and SRS to CSA

10 mins CD Water Maintenance Foreman

JMS MO SRS


July 2014 Page 38

CUSTOMER SERVICES




OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


8 Receive accomplished JMS MO. Update database and endorse to Information and Communications Technology Department (ICTD). Prepare Debit Memo Request (DMR), Master File Change Request (MCR), if necessary, and attach to JMS MO. Forward to CCDM for approval.

10 mins CSA JMS MO SRS MCR, if

necessary DMR

9 Sign /approve MCR, DMR and JMS MO. Forward to CSA

1 min CCDM JMS MO SRS MCR DMR

10 Receive MCR, DMR and JMS MO. Prepare Debit Memo (DM). Assign control number. Forward documents to Supervising Utilities/Customer Services Officer (SUCSO) Billing.

2mins CSA JMS MO SRS MCR DMR DM

11 Check and counter sign Debit Memo (DM). Forward documents to Accounts and Billing Division Manager (ABDM).

1 min SUCSO Billing DM

12 Approve DM. Forward documents to CSDM for approval.

1 min ABDM JMS MO MCR DMR DM


July 2014 Page 39

CUSTOMER SERVICES




OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


13 Check and approve DM. Return documents to CSA.

1 min CSDM JMS MO MCR DMR DM

14 Forward documents to ICTD for posting of DM and updating of Meter Details

1 min CSA JMS MO MCR DMR DM

15 Post the DM and update Meter Details. Return documents to CSA-

1 min ICTD Operations staff

JMS MO MCR DMR DM

16 Receive documents. Check customer's database and file.

1 min CSA JMS MO MCR DMR DM




July 2014 Page 40

CUSTOMER SERVICES

DISCONNECTION OF WATER SERVICE

First Visit Customer In-Office Transaction


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer's concern, give priority number. Direct to Commercial Services Department (CSD) Counter and wait for turn.


2 Go to CSD Customer Service Attendant (CSA). Submit requirements.

Receive, discuss and encode in the database customer's name and concern(s). Inform customer the duration of disconnection:

If no beneficial user - 3 working days

If with beneficial user - within 15 calendar days. Receive requirements, compute outstanding balance. Print and give Order of Payment (Form 2). Advise customer to go to teller and pay, return with the OR.

4 mins

CSA

Form 2

3 Go to teller, give Form 2 and pay.

Receive Form 2 and payment. Give Official Receipt (OR).

1 min Teller Form 2 OR

4 Return to CSA and present OR. Sign JMS Mo and receive one copy.

Check OR and update database. Print Job Management System Maintenance Order (JMS MO), let customer sign and give one copy. Advise customer to contact office to verify marginal bill and settle after disconnection.

3 mins CSA OR JMS MO

END OF FIRST VISIT CUSTOMER IN- OFFICE TRANSACTION



July 2014 Page 41

CUSTOMER SERVICES


Second Visit Customer In-Office Transaction (Payment of Marginal Bill)


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


5 Go to teller. Give account name and pay marginal bill.

Accept payment, encode name and issue Official Receipt (OR).

1 min Teller OR

6 Go to Commercial Services Department (CSD) Secretary.

Attend to customer. Check OR. Prepare and print Certification of Full Payment. Forward to Commercial Services Department Manager (CSDM) /Customer Care Division Manager (CCDM) for signature.

3 mins CSD Secretary OR Certification of

Full Payment

7 Sign Certification. 1 min CSDM / CCDM

Certification of Full Payment

8 Receive certification.

Release certification. File receipt copy.

1 min CSD Secretary Certification of Full Payment

END OF SECOND VISIT CUSTOMER IN-OFFICE TRANSACTION



July 2014 Page 42

CUSTOMER SERVICES


Internal Flow of Transaction (No Beneficial User)


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Forward Job Management System Maintenance Order (JMS MO) to Disconnection Office staff / CSA

1 min CSA JMS MO

2 Receive JMS MO, browse database and update file. Record in logbook. Dispatch all requests of the day the next working day.

3 mins Disconnection Office staff / CSA

JMS MO

3 Receive JMS MO and sign logbook. Go to site, execute disconnection. Record latest registered consumption and return document to Disconnection Office-based CSA

10 mins Disconnection Crew

JMS MO

4 Receive completed JMS MO, update database, close transaction, record to logbook and forward to ICTD.


JMS MO

5 Receive accomplished JMS MO and update customer master file. Return JMS MO to Disconnection Office-based CSA.

2 mins ICTD Staff JMS MO

6 Receive and count accomplished JMS MO. Check customer record (database). File.

5 mins / batch of 10 accounts

Disconnection Office staff / CSA

JMS MO

END OF INTERNAL FLOW OF TRANSACTION (NO BENEFICIAL USER)



July 2014 Page 43

CUSTOMER SERVICES


Internal Flow of Transaction (With Beneficial User)


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Forward JMS MO to Disconnection Office staff / CSA

1 min CSA JMS MO

2 Receive JMS MO, browse database and update file. Record in logbook. Dispatch all requests of the day the next working day.

3mins Disconnection Office staff / CSA

JMS MO

3 Receive JMS MO. Go to site. If with beneficial user, HOLD disconnection. Get name of beneficial user, accomplish JMS MO and let customer sign. Return accomplished JMS MO to Disconnection Office staff / CSA

7mins Disconnection Crew

JMS MO

4 Receive, record accomplished JMS MO. Update database. Forward photocopy of JMS MO to Customer Care Division (CCD) Secretary.


JMS MO

5 Prepare and print a letter.

Browse and initial letter. Forward letter to CSD Manager

7mins

CCD Secretary

CCD Manager

JMS MO

Letter

6 Read and sign letter. 2 mins CSD DM Letter


July 2014 Page 44

CUSTOMER SERVICES




OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


7 Record and forward letter to Disconnection Office staff / CSA

2mins CSD Sec Letter

8

Receive letter. Record details. Dispatch to assigned crew.


Letter

9 Deliver letter and let customer acknowledge receipt. Update record. Return copy file to CSD Secretary.

5 mins Designated messenger / Disconnection Crew

Letter

File copy

10 Give photocopy of letter to Disconnection Office-based CSA. File.

1 min CSD Secretary File copy

Note: Disconnection Office-based Customer Service Attendant (CSA) must monitor and wait for ten (10) calendar days from

delivery of letter to beneficial user / occupant before effecting the disconnection of water service.


July 2014 Page 45

CUSTOMER SERVICES

DISCONNECTION OF WATER SERVICE After 10 Calendar Days from Delivery of Letter



OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


11 If no reply from the customer after 10 days, dispatch JMS MO to crew to effect disconnection.

1 min Disconnection Office staff / CSA

JMS MO

12 Receive JMS MO. Go to site and execute disconnection. Record latest registered consumption. Return accomplished JMS MO to Disconnection Office staff / CSA

20 mins Disconnection Crew

JMS MO

13 Receive completed JMS MO, update database, close transaction, record to logbook and forward to ICTD.


JMS MO

14

Receive accomplished JMS MO and update customer master file. Return JMS MO to Disconnection Office-based CSA.

2 mins ICTD Staff JMS MO

15 Receive and count accomplished JMS MO. Check customer record (database). File.

5 mins / batch of 10 accounts

Disconnection Office staff / CSA

JMS MO

END OF INTERNAL FLOW OF TRANSACTION (WITH BENEFICIAL USER)



July 2014 Page 46

CUSTOMER SERVICES

ARRANGEMENT / ELEVATION OF WATER METER



OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer’s concern, provide priority number. Direct customer to Commercial Services Department (CSD) Counter and wait for turn.

1 min

PADO Priority Number

2 Go to CSD Customer Service Attendant (CSA).

Receive, discuss and encode customer’s name, contact details and concern(s). Evaluate request, prepare and print Job Management System Maintenance Order (JMS MO). Let customer to sign the JMS MO. Give

one copy of JMS MO.

4 mins CSA

JMS MO


JMS MO

END OF CUSTOMER IN- OFFICE TRANSACTION



July 2014 Page 47

CUSTOMER SERVICES




OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 4:00PM of Day 1 (from Customer In- Office Transaction) Receive letter / email. Prepare, print list of Job Management System Maintenance Order (JMS MO) control numbers by batch and forward to Pipes and Appurtenances Maintenance Department (PAMD) office Staff

5 mins / batch

CSA JMS MO

2 8:00AM of Day 2 Receive JMS MO, get JMS MO control numbers, generate GIS map per account. Forward to PAMD supervisor.

3 mins

PAMD Office Staff

JMS MO

3 Dispatch to caretaker. 2 mins PAMD Supervisor

4 Day 3 (1-2 days depending on workload; leak repairs are prioritized) Execute arrange / elevate meter

30 mins / meter

PAMD Caretaker

5 Prepare accomplishment report and submit to PAMD office staff

5 mins / account

PAMD Caretaker



Note: Water meter will be arranged / elevated within 3 working days after customer in-office transaction.


July 2014 Page 48

CUSTOMER SERVICES

REPLACEMENT OF DEFECTIVE WATER METER



OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer’s concern, provide priority number. Direct customer to Commercial Services Department (CSD) Counter and wait for turn.

1 min

PADO Priority Number

2 Go to CSD Customer Service Attendant (CSA) and raise concern.

Receive, discuss and encode in the database customer's name, contact details and concern(s). Check billing transaction details. Prepare JMS MO.

4 mins CSA JMS MO


JMS MO

END OF CUSTOMER IN- OFFICE TRANSACTION



July 2014 Page 49

CUSTOMER SERVICES



WITHIN 3 DAYS After Customer In-Office Transaction or Receipt of Letter / Email


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Forward letter / email / Job Management System Maintenance Order (JMS MO) to Investigation Staff / Customer Service Attendant (CSA)

1 min SUCSO / CSA

JMS MO

2 Receive letter / email / JMS MO. Print GIS map, Billing Transaction Record (BTR) and attach to Investigator's Field Report (IFR) Form. Dispatch to investigation crew.

4mins Investigation Staff / CSA


3 Go to site and investigate. Return accomplished JMS MO, BTR and IFR form to Investigation CSA

10 mins Investigation Crew


4 Encode investigation findings in database. (A) If meter is defective, prepare JMS MO - Change Meter. Forward to Change -Meter staff / CSA. (B) If result is not conclusive, prepare JMS MO for on-site meter testing. Forward to Water Meter Maintenance Division (WMMD).

5 mins Investigation Staff / CSA


July 2014 Page 50

CUSTOMER SERVICES


(A) Water Meter is Defective


STEP

CUSTOMER

SERVICE PROVIDER

DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1

Receive / browse JMS MO, GIS map, Billing Transaction Record (BTR), if applicable. Update database. Record to logbook. Forward JMS MO to Pipes and Appurtenances and Maintenance Department (PAMD) staff

5 mins Change-meter Staff / CSA

JMS MO GIS map BTR Investigator's

Field Report (IFR) Form

3 Receive JMS MO, BT, IFR form. Check list of requests for Change Meter.

4 mins PAMD Staff 1 JMS MO GIS map BTR IFR Form

4 Receive JMS MO. Re-sketch per zone. Dispatch the following day to Change Meter Unit crew.

3 mins PAMD Staff 2 JMS MO GIS map BTR IFR Form

5 Go to site, change defective meter. Inform customer that meter has been changed. Accomplish JMS MO and return to PAMD staff 2.

20 mins Change Meter Crew


5 Receive accomplished JMS MO. Update database. Return accomplished JMS MO and attachments to CSD. Copy furnish ICTD

5 mins PAMD Staff 2 JMS MO

6 Receive JMS MO. Update master file on meter details

2mins ICTD Staff JMS MO

7 Receive JMS MO and file. 1 min Change-meter Staff / CSA

JMS MO




July 2014 Page 51

CUSTOMER SERVICES


(B) Water Meter Investigation Result is not Conclusive



OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1

Browse database for on-site meter testing request. Print Job Management System Maintenance Order (JMS MO), forward to Meter Technology Unit

5 mins Water Meter Maintenance Division (WMMD) Staff

JMS MO

2 Receive and endorse JMS MO to Field Testing crew.

2 mins Meter Technology Unit

JMS MO

3 Go to site and conduct on-site meter test. Accomplish JMS MO, return to WMMD staff.

30 mins Field Testing Unit

JMS MO

4 If meter is defective, prepare JMS MO for change of meter. If meter is not defective, update database.

3 mins WMMD Staff JMS MO



Note: After Step 4, if meter is found defective, follow steps of Internal Flow of Transaction (A) Water Meter is

Defective on page 50.


July 2014 Page 52

CUSTOMER SERVICES

NO WATER / LOW PRESSURE

Internal Flow of Transaction on Report / Complaint / Query / Request on No Water / Low Pressure

from 7:30 am to 5:00 pm


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Browse letter / email / database for request / complaint / report on no water / low pressure, prepare logsheet form and dispatch crew via radio

4 mins Pipelines and Appurtenances Maintenance Department (PAMD) staff

2 Receive call, go to site and assess. Report findings to PAMD staff via radio

within11 hours

Caretaker team

3 Receive call, update database.

3mins PAMD staff

4 Browse database and feedback to customer within 24 hours

3mins Central Information Unit (CIU)



Note: If no water / low pressure is caused by water interruption, the Central Information Unit (CIU) staff or

Customer Service Attendant will immediately give feedback to customer upon receiving the call. No need to

send the caretaker team to investigate.


July 2014 Page 53

CUSTOMER SERVICES


Internal Flow of Transaction on Report / Complaint / Query / Request on No Water / Low Pressure

from 5:00pm to 7:30am and holidays


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Browse database for request / complaint / report, prepare and dispatch crew via radio

4 mins Radio Room Staff

2 Receive call, go to site and assess. Report findings to Radio room staff via radio

within 11 hours

Emergency Crew

3 Receive call, update database.

3mins Radio Room Staff

4 Browse database and feedback to customer within 24 hours



NO WATER/LOW PRESSURE

Note: If no water / low pressure is caused by water interruption, the Central Information Unit (CIU) staff will

immediately give feedback to customer upon receiving the call. No need to send emergency crew to

investigate.


July 2014 Page 54

CUSTOMER SERVICES

TRANSMISSION, DISTRIBUTION AND SERVICE LINE LEAK REPAIRS



OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer’s concern; direct customer to Pipelines and Appurtenances Maintenance Department (PAMD) Staff.

1 min

PADO

2 Go to PAMD Staff Receive, discuss and encode in the database customer's name, contact details and concern(s). Ask for location of leak / landmark / account number / nearest meter identifier. Let customer sign the JMS MO and give one copy.

4 mins PAMD staff JMS MO


END OF CUSTOMER -IN OFFICE TRANSACTION



July 2014 Page 55

CUSTOMER SERVICES


Internal Flow of Transaction on Transmission, Distribution and Service line Leak Repairs from 7:30 am

to 5:00 pm


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Browse letter / email / database. View GIS map to check location. Prepare logsheet and dispatch crew via radio.

5mins Pipelines and Appurtenances Maintenance Department (PAMD) Staff

2 Receive call, go to site, assess, repair and conduct flushing. If service line leak, flush immediately. If mainline leak, call valve crew for flushing.

within 11 hours

Caretaker team

3 After repair / flushing, report to PAMD office staff via radio.

2 mins Caretaker team

4 Receive report, update database.

3mins PAMD Staff

5 Browse database and feedback to customer.


6 Upon return to office, submit Daily Accomplishment Report (DAR) and completed Leak Repair Form.

1 min Caretaker team DAR Leak Repair

Form

7 Receive DAR and Leak Repair Form. File

1 min PAMD Staff DAR Leak Repair

Form




July 2014 Page 56

CUSTOMER SERVICES


Internal Flow of Transaction on Transmission, Distribution and Service line Leak Repairs from 5:00pm

to 7:30am


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Browse database. View GIS map to check location. Dispatch crew via radio.

5 mins Radio room staff

2 Receive call, go to site, assess, repair and conduct flushing. If service line leak, flush immediately. If mainline leak, call valve crew for flushing.

within 11 hours

Emergency crew

3 After repair/ flushing, report to Radio room staff via radio.

2 mins Emergency crew

4 Receive report, update database.

3 mins Radio room staff

5 Browse database and feedback to customer.

3 mins Central Information Unit (CIU) Staff

6 Upon return to office, submit Daily Accomplishment Report (DAR) and completed Leak Repair Form.

1 min Emergency crew

DAR Leak Repair

Form

7 Receive DAR and Leak Repair Form. File

1 min PAMD Staff DAR Leak Repair

Form




July 2014 Page 57

CUSTOMER SERVICES

WATER QUALITY ANALYSIS (No Payment Required)



OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer’s concern; give priority number. Direct customer to Commercial Services Department (CSD) counter

1 min

PADO Priority number


Receive, discuss and encode in the database customer's name, contact details and concern(s). Print and let customer sign Job Management System Maintenance Order (JMS MO) for investigation

4 mins CSA JMS MO


JMS MO

END OF CUSTOMER -IN OFFICE TRANSACTION

WATER QUALITY ANALYSIS (NO PAYMENT REQUIRED)


July 2014 Page 58

CUSTOMER SERVICES


Internal Flow of Transaction on Flushing of Pipeline by Pipelines and Appurtenances Maintenance

Department (PAMD)


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Browse letter / email / database. View GIS map to check location. Dispatch crew via radio

5 mins Pipelines and Appurtenances Maintenance Department (PAMD) Staff.

2 Receive call, go to site, assess, and conduct flushing. If service line leak, flush immediately. If mainline leak, call valve crew for flushing

within 11 hours

Caretaker team

3 After repair / flushing, report to PAMD staff via radio

2 mins Caretaker team

4 Receive report, update database

3mins PAMD staff




July 2014 Page 59

CUSTOMER SERVICES


Internal Flow of Transaction on Water Analysis by Production Department (PD)


ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM / SLIP

1 Browse letter / email / database. Print Job Management System Maintenance Order (JMS MO), forward to Water Quality Division (WQD) staff

5 mins WQD Staff JMS MO

2 Assign complaint to Quality Control Aide (Water Sample Collector)

2 mins Laboratory staff

JMS MO

3 Go to site, collect water sample for chlorine residual and water analysis. Accomplish JMS MO. Endorse sample to Laboratory staff

30 mins Quality Control Aide

JMS MO

4 Receive water sample. Perform water quality test

Physical-chemical test- 2 hours

Microbiological test –30 mins

Laboratory staff

5 If result of microbiological test is positive, update database. Prepare Job Management System Maintenance Order (JMS MO) for re-flushing. After flushing by PAMD, conduct re-sampling

5 mins Laboratory staff

JMS MO

6 Browse database and feedback to customer result of water quality test

3 mins Central Information Unit (CIU) Staff



Note:

1) Duration of analysis and preparation of Physical –chemical test – 1 day

2) Duration of incubation, analysis and preparation of Microbiological test –2 days

Membrane Filter Technique (MFT)


July 2014 Page 60

CUSTOMER SERVICES

WATER QUALITY ANALYSIS (Payment Required)

First Visit - Customer In-Office Transaction


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Pay at nearest DCWD collection center

Receive payment; issue Official Receipt (OR).

1 min

Teller Cost of water analysis

OR

2 Receive OR. Proceed to PD laboratory, Madapo Hills and present OR

Check OR. Browse database, print JMS MO. Let customer to sign JMS MO. Give sterilized bottle, sampling procedure and water sample data sheet.

4 mins Water Quality Division (WQD) Staff

JMS MO Water Sample

Data Sheet

3 Sign JMS MO and receive one copy. Receive sterilized bottle, sampling procedure and data sheet

JMS MO Water Sample

Data Sheet

END OF FIRST VISIT CUSTOMER -IN OFFICE TRANSACTION

WATER QUALITY ANALYSIS (PAYMENT REQUIRED)


July 2014 Page 61

CUSTOMER SERVICES


Second Visit - Customer In-Office Transaction


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Go to Production Department (PD) Laboratory, Madapo Hills. Submit water sample and duly filled-up water sample data sheet

Receive water sample and data sheet. Inform customer of test result duration:

Microbiological analysis-

Within 7 working days after submission of sample

Physical - Chemical analysis – within 5 working days after submission of sample

3 mins

Water Quality Division (WQD) Staff

Water Sample Data Sheet

END OF SECOND VISIT CUSTOMER -IN OFFICE TRANSACTION



July 2014 Page 62

CUSTOMER SERVICES


Internal Flow of Transaction after Second Visit of Customer


ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM / SLIP

1 Endorse water sample and duly filled-up water sample data sheet to Laboratory staff

1 min Water Quality Division (WQD) Staff


2 Perform water analysis

Physical-chemical analysis – 2 hours

Microbiological analysis –30 mins

Laboratory staff




Note:

1) Release laboratory result of Physical - chemical analysis - within 5 working days after receipt of

water sample

2) Release laboratory result of Microbiological analysis

a. Multiple Tube Fermentation Technique (MTFT) – within 7 working days after receipt of water

sample

b. Membrane Filter Technique (MFT) – 5 working days after receipt of water sample


July 2014 Page 63

CUSTOMER SERVICES


Third Visit - Customer in-office Transaction


OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER


1 Go to Production Department (PD) Laboratory, Madapo Hills to get water analysis result

Release result. Provide Feedback Form

2 mins

Water Quality Division (WQD) Staff

Laboratory result

Feedback form

2 Fill-up feedback form

Collect and file filled-up form

2 mins

WQD Staff Feedback form

END OF THIRD VISIT CUSTOMER -IN OFFICE TRANSACTION



July 2014 Page 64




09277988966 (Globe)

09084410653 (Smart)

09255113293 (Sun)









Customer who wants to apply for reconnection of water service.

Requirements:

If transacted by account holder:

– original and photocopy of one valid identification card or barangay clearance

If transacted by representative:

– original and photocopy of representative’s one valid identification card or barangay clearance

– one photocopy of account holder’s identification card

– notarized authorization letter from the account holder

Fee (subject to change):

Full payment of arrears and reconnection fee of PhP 200.00



Department (CSD) counter and apply for reconnection of water service.

Duration of Transaction: * Customer in-office transaction - 15 minutes

* Under normal condition, water service will be restored within 2 working days after payment of

reconnection fee

4. WATER SERVICE RECONNECTION 4. WATER SERVICE RECONNECTION




July 2014 Page 65

RECONNECTION OF WATER SERVICE




OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER



Inquire customer's concern, give priority number. Direct to Commercial Services Department (CSD) counter and wait for turn.


2 Go to CSD Customer Service Attendant (CSA) and submit requirements for reconnection

Gather information, check customer record. Prepare Order of Payment (form 2). Inform customer of the following:

• If disconnection is beyond one (1) month, field investigation is necessary and reconnection fee shall be collected after the result of investigation.

• If disconnection is less than one (1) month, investigation may not be necessary. Advise customer to go to teller and pay the reconnection fee and arrears.

10 mins CSA Form 2

3 Go to teller, present Form 2 and pay.

Accept payment. Issue Official Receipt (OR)

1 min Teller Full payment of arrears, Reconnection Fee (RF), if disconnected within one month

Form 2 OR

4 Go back to CSA and present OR

Prepare Job Management System Maintenance Order (JMS MO) and give one with indicated date of Reconnection Fee payment, OR Number and requirements submitted.

3 mins CSA JMS MO

OR


END OF CUSTOMER-IN OFFICE TRANSACTION



July 2014 Page 66



STEP

CUSTOMER

SERVICE PROVIDER

DURATION

OF

ACTIVITY

PERSON IN

CHARGE and

COUNTER

FEE

(inPhp)

FORM / SLIP

1 Log and prepare Store Requisition Slip (SRS) for withdrawal of materials and attach to Job Management System Maintenance Order (JMS MO). Forward to Customer Care Division Manager (CCDM) for signature.

10 mins CSA JMS MO SRS

2 Check documents and sign. Forward to Commercial Services Department Manager (CSDM) for approval.

2 mins CCDM JMS MO SRS

3 Check documents and approve for reconnection.

2 mins CSDM JMS MO SRS

4 Receive documents. Give SRS to storekeeper and withdraw materials.

2 mins Reconnection crew

JMS MO SRS

5 Receive SRS and process. Issue materials and give one copy of processed SRS.

15 mins Storekeeper JMS MO Processed

SRS

6 Receive materials and one copy of processed SRS.


JMS MO Processed

SRS

7 Go to site and reconnect water service. Inform customer that water service has been reconnected.


JMS MO Processed

SRS

8 Return accomplished JMS MO to CSA

1 min Reconnection crew

JMS MO

9 Update database. Forward JMS MO to ICTD.

2 mins CSA JMS MO

10 Update customer master file. Return to JMS MO to CSA

2mins ICTD Staff JMS MO

11 Receive and file. 1 min CSA JMS MO



Note: Under normal working condition, water meter will be reconnected within two (2) working days from payment

and issuance of JMS MO.


July 2014 Page 67




09277988966 (Globe)

09084410653 (Smart)

09255113293 (Sun)









Customer who requests for transfer of water meter

Requirements:

If transacted by account holder:

– original and photocopy of one valid identification card or barangay clearance

If transacted by representative:

– original and photocopy of representative’s one valid identification card or barangay clearance

– one photocopy of account holder’s identification card

– authorization letter from the account holder

Fees (subject to change):

a) Tee Connection - PhP 200.00 b) Single Connection - PhP 1,500.00


Go to Public Assistance Desk Officer (PADO) for priority number; proceed to Commercial Services

Department (CSD) Counter and request for transfer of water meter.

Duration of Transaction: * Customer in-office transaction – 10 minutes

* Under normal condition, water meter will be transferred within five (5) working days after payment.

5. TRANSFER OF WATER METER 5. TRANSFER OF WATER METER




July 2014 Page 68

TRANSFER OF WATER METER


First visit – Customer In-office Transaction


OF

ACTIVITY

PERSON IN

CHARGE and

COUNTER

FEE

(inPhp)

FORM / SLIP


Inquire customer's concern, direct to Commercial Services Department (CSD) counter. Give priority number and wait for turn.


2 Go to Customer Assistance Counter Customer Service Attendant (CSA) and request for transfer of meter

Evaluate, print and let customer sign Job Management System Maintenance Order (JMS MO). Endorse to Transfer Meter staff / CSA. Advise customer that site inspection will be done within 3 days.

4 mins Transfer Meter Staff / CSA

JMS MO


END OF FIRST VISIT CUSTOMER IN-OFFICE TRANSACTION



July 2014 Page 69



After First Visit – Customer In-office Transaction


OF

ACTIVITY

PERSON IN

CHARGE and

COUNTER

FEE

(inPhp)

FORM / SLIP

1 Check / validate and update Database

1 min Transfer Meter (TM) Staff / CSA

JMS MO

2 Print Geographic Information System (GIS) map, Job Management System Maintenance Order (JMS MO), and give to Supervising Utilities / Customer Service Officer (SUCSO) - Investigation

2 mins TM Staff / CSA JMS MO

3 Receive JMS MO with GIS map, check and approve. Assign inspector and give JMS MO.

1 min SUCSO - Investigation

JMS MO

4 Receive JMS MO, conduct inspection and assess transfer meter fee. Note down investigation result in the accomplished form and return to SUCSO.

15 mins CSA - Investigator

Accomplished JMS MO

5 Receive JMS MO. Forward to CSA TM Staff / CSA

2 mins SUCSO - Investigation

Accomplished JMS MO

6 Receive and file accomplished JMS MO. Update database.

2 mins TM Staff / CSA Accomplished JMS MO

7 Inform customer to pay 3 mins TM Staff / CSA

END OF INTERNAL FLOW OF FIRST VISIT CUSTOMER IN-OFFICE TRANSACTION



July 2014 Page 70


Second Visit – Customer In-office Transaction


OF

ACTIVITY

PERSON IN-

CHARGE and

COUNTER

FEE

(inPhp)

FORM / SLIP


Inquire customer's concern, direct to Commercial Services Department (CSD) counter. Give priority number and wait for turn.


4 Go to Customer Assistance Counter Customer Service Attendant (CSA)

Retrieve JMS MO. Prepare Order of Payment (Form 2) and give to customer. Advise customer to go to teller and pay then return with the Official Receipt (OR).

2 mins CSA Form 2 JMS MO

5 Go to teller, present Form2 and pay

Accept payment. Issue Official Receipt. Attach Form2 to DCWD official receipt form.


Form 2 OR JMS MO

6 Return to CSA and present OR

Record payment details to JMS MO and advise customer that transfer of water meter will be done within five working days.

1 min CSA JMS MO

END OF SECOND VISIT CUSTOMER IN-OFFICE TRANSACTION



July 2014 Page 71



After Second Visit – Customer In-office Transaction


OF

ACTIVITY

PERSON IN-

CHARGE and

COUNTER

FEE

(inPhp)

FORM / SLIP

1 Dispatch and turn-over Job Management System Maintenance Order (JMS MO)to Pipelines and Appurtenances Maintenance Department (PAMD) staff

2 mins Transfer Meter (TM ) staff / CSA

JMS MO

2 Receive JMS MO and check attachments. Forward to PAMD Supervisor.

2 mins PAMD office staff

JMS MO

3 Dispatch JMS MO to Caretaker team

10mins / batch* (5 accounts per batch)

PAMD Supervisor

JMS MO

4 Transfer water meter based on JMS MO

Tee connection – within 30 mins. Single line – within 2 days

Caretaker team JMS MO

5 Accomplish and return JMS MO to PAMD office staff

2 mins / batch*

Caretaker team JMS MO

6 Update database of completed transfer of meter.

3mins PAMD office staff

JMS MO

7 Prepare 3 sets of Batch Slip and photocopy all JMS MO and GIS map. Forward to PAMD Supervisor for signature.

30 mins / batch*

PAMD office staff

JMS MO Batch slip

8 Check documents and sign. Forward documents to PAMD Manager.

2mins / batch*

PAMD Supervisor

JMS MO Batch slip

9 Check documents and sign. Return documents to PAMD Office staff.

2mins / batch*

PAMD Manager JMS MO Batch slip


July 2014 Page 72



After Second Visit – Customer In-office Transaction


OF

ACTIVITY

PERSON IN-

CHARGE and

COUNTER

FEE

(inPhp)

FORM / SLIP

10 Forward Batch Slip, photocopy of JMS MO and sketch to ICTD for GIS updating and CSD for file.

5mins

PAMD staff

JMS MO Batch slip

11 Receive Batch Slip, photocopy of JMS MO and sketch and update GIS. File.

2mins ICTD staff JMS MO Batch slip

12 Receive and file JMS MO and GIS map.

1 min Transfer Meter (TM ) staff / CSA

JMS MO


AFTER SECOND VISIT – CUSTOMER IN-OFFICE TRANSACTION

Note: Under normal working condition, the water meter will be transferred within five (5) working days from payment.

* Based on 2013 data, the average transaction per day is five (5) requests.


July 2014 Page 73

DCWD Customer Feedback Form


July 2014 Page 74

WORKFLOW CHARTS OF

FRONTLINE SERVICES


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July 2014 Page 96

GLOSSARY

ACRONYMS:

BAM Billing Adjustment Memo

BaD Billing and Accounts Division

BaADvM Billing and Accounts Division Manager

BIR Bureau of Internal Revenue

BTR Billing Transaction Record

CCD Customer Care Division

CCDvM Customer Care Division Manager

CSCDP Certificate of Senior Citizen Discount Privilege

CSD Commercial Services Department

CSDM Commercial Services Department Manager

CIU Central Information Unit

CSA Customer Service Attendant

CCT Citizen’s Charter Team

DCWD Davao City Water District

DMR Debit Memo Request

ICTD Information and Communications Technology Department

IFR Investigator’s Field Report

ISS Inspection Schedule Slip

GIS Geographic Information System

JMS MO Job Management System Maintenance Order

MCR Masterfile Change Request

MFT Membrane Filter Technique

MTFT Multiple Tube Fermentation Technique

NSC New Service Connection

OSCA Office of the Senior Citizens Affair

OR Official Receipt

PADO Public Assistance Desk Officer

PAMD Pipelines and Appurtenances Maintenance Department

PD Production Department

PN Promissory Note

SCDPA Senior Citizen Discount Privilege Application

SRS Store Requisition Slip

SUCSO Supervising Utilities / Customer Service Officer

TM Transfer Meter

WQD Water Quality Division


July 2014 Page 97

GLOSSARY

FORMS:

Form 1 New Service Connection Application Form

Form 2 Order of Payment

Form 3 Promissory Note

Form 4 Service Connection Contract

JMS MO Job Management System Maintenance Order


July 2014 Page 98

GLOSSARY

TERMS:

Abnormal (irregular) - billing showing an abrupt decrease or increase in water consumption Billing Applicant - person with legal personality who signifies intention to avail of DCWD water service

Account holder - customer; with existing water service connection with DCWD

Account name - complete name of DCWD account holder

Billing Adjustment - final document reflecting entries of adjustment to customer’s account based Memo on BAM request Billing Adjustment - request form of billing adjustment due to error reading, average billing, Memo Request interchanged meters, stuck /defective meters. This is the basis in the preparation of BAM

BIR Form 2307 - tax withheld certificate to be presented by a corporate customer (must be among the country’s top 10,000 corporations) when paying the water bill

Change of Account - request to change the existing account name to a new one due to the Name following reasons: transfer of ownership or rights over the property, transfer

of ownership or rights over the account or change of marital status by the accountholder

Complaint - customer’s problem / concern pertaining to water service

Credit Memo - memo issued to accounts with unposted payments

Debit Memo - memo issued to accounts charged with water service installation fee, administration charge, transfer meter fee, forfeited bill discounts, customer’s returned checks, cancellation of payment due to double posting, charges for service call and reconnection fee and charges for stolen / damaged meters

Debit Memo - request form used as basis in the preparation of a debit memo Request

Disconnection of - termination of water service Water service

Dismounted meter - water meter removed from the vertical pipeline /service connection

Masterfile Change - request form to correct / add information in the customer’s record Request

New Service - Newly installed water service connection Connection

Reconnection of - the act of activating a disconnected water service Water service

Transfer of water - relocation of the water meter to a new location within the premises (house / Meter building) of the account holder / customer

Tee connection - a type of water meter arrangement in a letter T formation Single line - a connection from the mainline having a vertical pipeline where a single water meter will be mounted


July 2014 Page 99

Documents

Davao City Water District Citizen’s Charter · Davao City Water District ... Photocopy of Notarized Deed of Absolute Sale c) ... Photocopy of Extra-Judicial Settlement of Estate