CITIZEN’S CHARTER - Carmona Water Districtcarmonawd.com.ph/wp-content/uploads/2016/06/Citizens-Charter.pdf · Carmona Water District Citizen’s Charter ... Timelessness As a public

CITIZEN’S CHARTER

TABLE OF CONTENTS

Vision and Mission .......................................................................................................................................................... 1 Core Values....................................................................................................................................................................2 Foreword…………………………………………………………………………………………………………………………………………………………………3 Message from the GM .................................................................................................................................................... 4 Feedback and Redress Mechanisms .............................................................................................................................. 5 List of Frontline Services ................................................................................................................................................ 6 Carmona Water District Citizen’s Charter ..................................................................................................................... 7

Article 1. General Provision ............................................................................................................................... 7 Section 1. Title ................................................................................................................................................ 7 Section 2. Purpose ......................................................................................................................................... 7 Section 3. ARTA Committee .......................................................................................................................... 7 Section 4. Declaration of Principles .............................................................................................................. 8 Section 5. Definition of Terms ....................................................................................................................... 8

Article 2. Service Standards, Procedures, and Commitment ........................................................................... 9 Section 1. Declaration of Duty ...................................................................................................................... 9 Section 2. Service Standards ......................................................................................................................... 9 Section 3. Services, Procedures and Commitment and Flowcharts ............................................................ 9

Processing of Water Service Application ................................................................................................ 10 Processing of Payments for Water Bill .................................................................................................... 16 Attending to Service Requests ................................................................................................................. 21 Request for Water Meter Test ................................................................................................................. 31 Issuance of Statement of Account ........................................................................................................... 35 Request for Voluntary Disconnection ..................................................................................................... 39 Request for Reconnection ........................................................................................................................ 43 Request for Senior Citizen Discount ........................................................................................................ 49 Request for Change Name/Address ........................................................................................................ 52 Issuance of Certification- Inspection of Flowmeter Installation ............................................................ 55

Forms……………………….. .................................................................................................................................................... 61 Carmona Water District Board Resolution ................................................................................................................... 73

CARMONA WATER DISTRICT

(LWUA CCC No. 561)

Vision The premier Water District in Cavite highly recognized for excellence in providing service and quality water for welfare of the concessionaires and waste water industry. Mission Carmona Water District shall provide safe, adequate, economical water and deliver services to address the needs of the concessionaires thereby actively participate in the environmental protection program of the community.

Carmona Water District and its employees are guided by the following Core Values: Accountability Our employees take responsibility for our own actions. We perform duties required by our job functions in an efficient, fair, and transparent manner. Leadership We work in an environment where the management values group motivation and team work, thus creating a vision that motivates and inspires all employees. Ecological Awareness We realize the important need to preserve the environment and natural resources. We strongly support this advocacy through different activities within the agency. Reliability Our dependability and consistent good service reflect our commitment to our valued concessionaires. Timelessness As a public servant, we are always at your service going above and beyond our regular job duties.

Foreword Carmona Water District’s goal to ensure concessionaire satisfaction is anchored to service excellence. Inherent in this goal is the responsibility to provide efficient services through the creation and implementation of our Citizen’s Charter. This shall deliver complete information on the agency’s frontline services, accessible to the general public. Carmona Water District Citizen’s Charter aims to promote efficiency and transparency in delivering government services to its concessionaires through streamlined procedures and processes. With this complete and simplified approach, the management is positive that this manual will be of great help to Carmona Water District personnel, concessionaires, and the general public and will contribute significantly in our efforts to disseminate this information to support the agency’s mission. LEOPOLDO A. DIAZ Chairperson, Board of Directors

Message Our services are most important because we value our concessionaires. It is Carmona Water District’s aim to render good, fair, and quality service to the public. More importantly, it is our goal to serve our concessionaires with efficiency and transparency. In this regard, the management facilitated the creation of our Citizen’s Charter pursuant to Republic Act No. 9485 otherwise known as the Anti-Red tape Act of 2007 which will serve as a guide for efficient business transactions with our agency. The step-by-step processes will ensure proper understanding of the procedures for availing the agency’s frontline services. We are proud of this initiative and will continue to improve our processes to provide excellent and consistent services to you, our valued concessionaires. ANILINE B. FRANCIA General Manager

FEEDBACK AND REDRESS MECHANISMS

You can send your feedback, suggestions, and complaints through any of the following:

Customer Service Feedback Form and Suggestion Box located at the Customer’s Lobby Area

Customer Service Representatives located at the Customer’s Lobby Area

Office telephone numbers: Service Account Concern (ex:billing, disconnection) 430-0832 / 430-0832 local (111) Monday to Friday 8am to 5pm

Saturday 7am to 12 noon

Hotline Numbers: Emergency Cases (ex: leaks, broken pipe) 0917-844-6049 (24 hours)

Water Interruption & Water Quality 0917-630-8634 (24 hours)

E-mail address: [email protected]

Facebook: Carmona Water-District

Thank you for helping us improve our services.

mailto:[email protected]

• PROCESSING OF WATER SERVICE APPLICATION

• PROCESSING OF PAYMENTS FOR WATER BILL

• ATTENDING TO SERVICE REQUESTS

• REQUEST FOR WATER METER TEST

• ISSUANCE OF STATEMENT OF ACCOUNT

• REQUEST FOR VOLUNTARY DISCONNECTION

• REQUEST FOR RECONNECTION

• REQUEST FOR SENIOR CITIZEN DISCOUNT

• REQUEST FOR CHANGE NAME/ADDRESS

• ISSUANCE OF CERTIFICATION - INSPECTION OF FLOWMETER INSTALLATION

List of Carmona Water District's Frontline Services

CARMONA WATER DISTRICT CITIZEN’S CHARTER

ARTICLE 1 GENERAL PROVISIONS

Section 1. Title. These procedures on availing the frontline services of Carmona Water District shall be known as

the Carmona Water District Citizen’s Charter. Section2. Purpose. This is ratified to provide a guide on the step-by-step procedures for availing the frontline

services of Carmona Water District. This shall diminish red tape, ensure transparency in the management, ensure customer satisfaction, and encourage concessionaires to give feedbacks, comments, and suggestions for the agency’s improvement.

Section 3. ARTA Committee. The Committee for Anti Red-Tape Act (ARTA) shall ensure the compliance of the

agency with the provisions in the Implementing Rules and Regulations of Republic Act 9485 (Anti-Red Tape Act of 2007). The Committee shall monitor and periodically review the Citizen’s Charter’s implementation and shall also be in-charge of evaluating the service standards to ensure compliance.

Chairman Aniline B. Francia General Manager C

Members Alvie R. de las Alas HR and Administration Division Manager C

Lani O. Manguit Administrative Services Chief C

Rocelisa G. Maulanin Customer Services Officer B

Joemar G. Cunanan Finance Division Manager C

Marvie N. Manigbas Engineering and Operations Division Manager C

Section 4. Declaration of Principles. Carmona Water District Citizen’s Charter and its implementation shall be guided by the following principles: 4.1. Transparency in management. The Citizen’s Charter shall provide concessionaires with needed

information regarding the frontline services management of the agency. 4.2. Efficient customer service. The streamlined procedures and processes shall effectively contribute to customer satisfaction. 4.3. Enhanced accountability. The Citizen’s Charter shall help improve governance within the agency rendering fast, efficient, convenient and reliable service.

Section 5. Definition of Terms. The following terms used herein shall mean as follows:

5.1. Citizen’s Charter refers to an official document of the Carmona Water District which incorporates step-by-step procedures for availing a specific service. 5.2. Frontline Services refer to the transactions between clients and the district’s section/department involving applications for any privilege, permit, documents, and concession and/or requests which are acted upon in the ordinary course of business of the section/department concerned. 5.3. Officer, employee, or staff refers to a person employed in the water district required to perform particular duties and responsibilities related to the application or request tendered by a client for processing. 5.4. Concessionaire / customer / client refers to the person who has an active/inactive water connection with the Carmona Water District 5.5 Agency refers to the Carmona Water District

ARTICLE 2 SERVICE STANDARDS, PROCEDURES, AND COMMITMENT

Section 1. Declaration of Duty and Commitment. The Carmona Water District hereby declares its duty and

commitment to bind itself to carry out the following: 1.1. Publish and distribute the Carmona Water District Citizen’s Charter to the different sectors 1.2. Head and monitor the information dissemination of the Carmona Water District Citizens’ Charter among the CWD employees and concessionaires through postings on bulletin boards, Customer Lobby Area, CWD websites, social media pages, and other means of publication

Section 2. Service Standards. The Carmona Water District shall uphold these service standards at all times:

2.1. Employees are in their designated post everyday from 8:00 AM to 5:00 PM and beyond as may deem necessary 2.2. The Cashier shall be open from 7:00 am to 5:00 pm during weekdays and shall be open from 7:00 am to 12:00 noon during Saturdays. 2.3. Employees or staff transacting with the client must always wear the proper identification card 2.4. For simple transactions, expect action within one (1) working day. For complex ones, it shall be maximum of ten (10) working days. 2.5. Signatories in the documents for any transaction are limited to four (4). 2.6. Telephone calls are answered within three (3) rings. When dealing with inquiries, the staff shall assist clients by transferring them to the concerned officer who shall answer within 5 minutes for simple inquiries and more than 5 minutes for complex ones. 2.7. Inquiries through e-mail and social media shall be acted upon within the day. 2.8. Transactions through the 24-Hour Hotline number shall be acted upon within the day.

Section 3. Services, Procedures and Commitment. The following are the services and procedures for availment and service commitments of the Carmona Water District.

10

PROCESSINGOFWATERSERVICEAPPLICATION

RECIPIENTS: General Public (within the service area of the Carmona Water District)

AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break) Saturdays from 7:00 am to 12:00 noon

REQUIREMENTS:

• Any valid ID (SSS, GSIS, Voter’s ID, Senior Citizen’ s ID, Company ID, Driver’s License, Postal ID or any Government-issuedID)

• Latest Community TaxCertificate • BarangayClearance • Photocopy of the Land Title / Deed of Sale / Land Award or any proof ofownership

ADDITIONAL REQUIREMENTS IF THROUGH A REPRESENTATIVE:

• Authorizationletter • Valid ID of therepresentative

ADDITIONAL REQUIREMENTS FOR TENANTS/LESSEE:

• Authorization letter from the landowner allowing the lessee to apply for a service connection and hereby guaranteeing any obligations left by the lessee in the future

• Valid ID of thelandowner • Contract of lease, ifcompany

OTHER DOCUMENTS, IF NECESSARY:

• Businesspermit • Proof of Billing named after theapplicant

11

FEES: • Php 2, 337.00 (Service ApplicationFee) • Fees for Materials which are based on actual costing upon inspection

HOW TO AVAIL THESERVICE:

Follow these Steps Duration of Activity

(Under Normal circumstances)

Staff in Charge

Fee/s

Forms

Location

Applicant/Client

Service Provider

1. Proceed to Customer service counter and ask for the list of requirements

Respond

promptly and give the list of

requirement

2 minutes

Customer Services

Assistant

None

Requirements

Customer Services

Counter (046) 430-0832 loc.

111

2. Give information and submit all the requirements

Interview and

encode the client information to the Service Application and Construction

Order (SACO)

15 minutes

Customer Services

Assistant

None

SACO

Customer Services

Counter (046) 430-0832 loc.

111

12

Follow these Steps Duration of

Activity (Under Normal circumstances)

Staff in Charge

Fee/s

Forms

Location

Applicant/Client

Service Provider

3. Wait for site inspection (1to2days)

Prepare Inspection

Slip

2 minutes

Customer Services

Assistant

None

Inspection

Slip

Customer Services

Counter (046) 430-0832 loc.

111

4. Receive the filled up Inspection Slip

Field inspection and issuance of the inspection slip filled out with the list of materials

(Note: Costs of materials are subject to change without prior notice.)

5 minutes for

Tapping

10 minutes for Box Type

15 minutes for

Jetting

15 minutes for Stub Out

Maintenance Team

None

Inspection

Slip

Applicant’s service

address

13



Staff in Charge

Fee/s

Forms

Location

Applicant/Client

Service Provider

5. Listen to orientation about CWD’s policies. Fill up Affidavit of Undertaking and Contract for Water Service Installation.

Orient the client about the CWD’s

policies

Issue the Affidavit of Undertaking and Contract for Water Service Installation

20 minutes

Customer Services

Assistant

None

Frequently

Ask Questions

Affidavit of Undertaking

Contract for

Water Service Installation

Customer Lobby Area Cashier's

Counters 1 and 2 (046) 430-0832 loc.

103

6. Proceed to Cashier/Teller and pay the service connection fee and materials and present the SACO

Process the

payment, receive the SACO, and issue official

receipt

7 minutes

Cashier/Teller

Service

Connection fee: Php 2,337.00

Materials: Based on

the costing of the

materials

Inspection

Slip

SACO


Counters 1 and 2 (046) 430-0832 loc.

103

14



Staff in Charge

Fee/s

Forms

Location

Applicant/Client

Service Provider

7. Wait for the maximum 5 working days for installation

Schedule for installation

Installation Team

None

Engineering Division

(2nd floor) (046) 430-0832 loc.

108

8. Receiveandsign copy of the Maintenance Order Slip and MeterReceipt

Installation of

new connection

a. Box- Type withJetting

b. Box-type

c. Tap

4 hours

1 hour and 30 minutes

45 minutes

Installation Team

None

Maintenance

Order Slip

Meter Receipt

Engineering Division

(2nd floor) (046) 430-0832 loc

108

*****END OFTRANSACTION*****

DURATION OFTHESERVICE: Maximum of 10 workingdays

PROCESSINGOFWATER SERVICEAPPLICATION

Customer

START

Receive Inspection Slipthenproceedto customerservice

Proceedtocashier presentSACO and paynecessaryfee

END

Customer Service Assistant

Maintenance Team

Cashier

Installation Team

Interview and encode the customer information to Service Applicationand Construction Order(SACO) form then check the requirements. Prepare InspectionSlip

Conduct field inspection andissuetheInspection Slip

Orient the Customer about CWD’s policies then issue Affidavit of Under Taking and Contract of Water Service Installation

Process thepayment. Receive the SACO and issue official receipt

Install new connection thenissue customer’s 15 copy of Maintenance Order Slip and Meter Receipt

Proceed to customer service counter and give all the requirements and necessary information

Receive copy of Maintenance Order Slip and Meter Receipt

16

RECIPIENTS: Concessionaires of the Carmona WaterDistrict

AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break)

Saturdays from 7:00 am to 12:00 noon

REQUIREMENTS: • Current water bill (if not available, previous waterbill)

FEES: • As stated in the waterbill



(Under Normal circumstance)

Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

*With water bill

1. Follow seating arrangement assigned by watchman on duty. Wait for your turn to be served.

Manage the queue

of the concessionaires

Watchman on duty

Customer Lobby Area

PROCESSINGOFPAYMENTSFORWATERBILL

17


Activity (Under Normal circumstance)

Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

2. Give the water bill and the payment to the cashier/teller. Receive the original copy of the water bill receipt from the cashier/teller.

Accept the

payment and issue the Official Receipt

2 minutes

Cashier/Teller

As stated

in the water bill


Counters 1 and 2 (046) 430-0832 loc.

103

*Without water bill and/or with inquiry

1. GotoCustomer Service Counter and ask for a copy of your waterbill

Respond

accordingly

5 minutes

Customer Services

Assistant

None

Customer Service

Counter (046) 430-0832 loc.

111

18



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

2. After getting the response from the Customer Service Counter, go to the Customer Lobby Area and wait for your turn to be served by the cashier/teller

Manage the queue

of the concessionaires

Watchman on duty

As stated

in the water bill


Counters 1 and 2 (046) 430-0832 loc.

103

3. Give the water bill and the payment to the cashier/teller. Receive the original copy of the water bill receipt from the cashier/teller.

Accept the

payment and issue the Official Receipt

2 minutes

Cashier/Teller

As stated

in the water bill


Counters 1 and 2 (046) 430-0832 loc.

103

19

Note: Pay the water bills only to the authorized billing collectors/cashiers designated at the collection office/sub-collection offices and collecting bank agents with proper issuance of Official R e c e i p t .


DURATION OFTHESERVICE: Maximum of 2 minutes, if with waterbill Maximum of 7 minutes, if without water bill and/or inquiry

20

PROCESSING OF PAYMENTS FOR WATER BILL

Customer


Cashier

START

with or

without water bill?

with

without

Attendpromtlyandgiveacopyofbill

A

Processpayment and issueofficial receipt

Receive official receipt

END

Proceed to customer service counter

Proceed to cashier and pay your bill

A

21

RECIPIENTS: General Public (within the service area of the Carmona Water District)

AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm - Saturday 7:00 am to 12:00nn (if office visits; no noon break)

Mondays to Sundays from 5:00 pm onwards (for emergency c a s e s ) 24-Hour Hotline number: 0917-844-6049

REQUIREMENTS:

• Current water bill (if not available, previous water bill) • Account name, Account number, andLocation

FEES: • Based on type of ServiceRequest




Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

*Through phone

1. Contact Customer Service

Answer the phone

call

3 rings

Customer Services

Assistant

None

Customer Service

Counter (046) 430-0832

loc. 111

ATTENDINGTOSERVICEREQUESTS

22



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

2. Give the following information: • Name of the

customer • Service

address • Service

Request/s • If leak

please identify the type ofleak

• Name of the caller if representati ve

And if possible: • Service

Connection Number

• Meter number

Record the

information given by the

concessionaire

10 minutes

Customer Services

Assistant

None

Customer Service

Counter (046) 430-0832

loc. 111

23



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

3.

Prepare the

Service Request Form and

transfer it to the appropriate division for

immediateaction

5 minutes

Customer Services

Assistant

None

Service Request

Form

Customer Service

Counter (046) 430-0832

loc. 111

4. Pay the relocation / transfer fee

*For relocation / transfer of meteronly

Accept the payment and issue the Official

Receipt

5 minutes

Cashier/Teller

Transfer of

meter: Php 150.00

Additional

fees for materials, if needed

Service Request

Form


Counters 1 and 2 (046) 430-0832 loc.

103

24



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

5. Wait up to 4

Respond to service

request • Test Water

Meter/ High and Low Consumption

• Water Quality/ no water/ low pressure

• Restoration • Transfer ofmeter • Repairleak • Changemeter • Reread • Relocation of

meter • Meter

Calibration • others

Maintenance Team

Transfer of

Service Request

Engineering

days for the meter: Form Division Maintenance Php 150.00 (2nd floor) Team to serve (046) 430-0832 the service Additional loc. 108 request. 1 to 2 days fees for

materials, 1 day if needed

1 day

1 day 1 to 4 days 1 to 2 days 1 day

1 day

1 to 2 days

25



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

6. Receive customer’s copy of accomplished Service Request Form/ concessionaire's meter receipt form for change meter and sign the Maintenance Order Form

Issue customer copy

of accomplished Service Request

Form/ Concessionaire

Meter Receipt for change meter.

Receive the Maintenance Order Form signed by the

client.

5 minutes

Maintenance

Team

None

Service Request

Form

Maintenance Order Form

Concessionaire Meter Receipt

Concessionaire's

address

26

Follow theseSteps Duration of

Activity (UnderNormalcircumstance)

Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

*Through office

visit

1. Proceed to the Customer Service Counter

Inquire the request

throughinterview

5 minutes

Customer Services

Assistant

None

Customer Service

Counter (046) 430-0832

loc. 111

2. Inform the Customer Services Assistant of the complaint/s and the service request

Prepare the

Service Request Form andtransfer

it to the appropriate division for

immediate action

5 minutes

Customer Services

Assistant

None

Service Request

Form

Customer Service

Counter (046) 430-0832

loc. 111

27



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

3. Pay the relocation / transfer fee

*For relocation / transfer of meteronly

Accept the payment and issue the Official

Receipt

5 minutes

Cashier/Teller

Transfer of

meter: Php 150.00

Additional

fees for materials, if needed

Service Request

Form


Counters 1 and 2 (046) 430-0832 loc.

103

28



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

4. Wait up to 4

Respond to service

request • Test Water

Meter/ High and Low Consumption

• Water Quality/ no water/ low pressure

• Restoration • Transfer ofmeter • Repairleak • Changemeter • Reread • Relocation of

meter • Meter

Calibration • Others

Maintenance Team

Transfer of

Service Request

Engineering

days for the meter: Form Division Maintenance Php 150.00 (2nd floor) Team to serve (046) 430-0832 The request. Additional loc. 108

1 to 2 days fees for materials, 1 day if needed

1 day

1 day 1 to 4 days 1 to 2 days 1 day

1 day

1 to 2 days

29



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

5. Receive Customer's Copy of accomplished Service Request Form/ Concessionaire’s Meter Receipt for change meter and sign the maintenance order form.

Issue customer copy

of accomplished Service Request

Form/ Concessionaire’s Meter Receipt for

change meter. Have the

Maintenance Order Form signed by the

Client.

5 minutes

Maintenance

Team

None

Service Request

Form

Maintenance Order Form

Concessionaire Meter Receipt

Concessionaire's

Address

*****END OF TRANSACTION****

DURATION OFTHESERVICE: Maximum of 4days

ATTENDING TO SERVICEREQUESTS

Customer


START

Through Phone

or Office Visit?

Through Phone

OfficeVisit

Contact customer service and give the necessary information

Recordthegiveninformation and prepare ServiceRequestFormand forwardittotheappropriate division

Proceed to cashier and pay the fee

with or

without fee?

Receive copy of accomplishedService Request Form within 4 workingdays

END

Cashier Process payment and issue official receipt

Maintenance Team

A Respond to service request and issue

A accomplished Service 30 Request Form

Proceed to customer service counter

With

outfe

e W

ithfe

e

31

RECIPIENTS: General Public (non-concessionaires)


REQUIREMENTS: • Watermeter

FEES: • Php 300.00 (calibrationfee)




Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

1. Proceed to Customer Service Counter, request for water metertest and sign the Service Request Form.

Prepare the Service

Request Form for water meter test and inform the client to pay the necessary fees at Cashier's Counter 1 and 2.

5 minutes

Customer Services

Assistant

Service Request

Form

Customer Service

Counter (046)430-0832 loc

111

REQUEST FOR WATER METER TEST

32



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

2. Proceed to Cashier's Counter 1 and 2. For the payment of calibration fee.

Accept payment and

issue Official Receipt.

2 minutes

Cashier/Teller

Calibration

fee: Php 300.00


Counters 1 and 2 (046) 430-0832 loc.

103

3. Wait for 2 days for the release of the results.

Forward the service

request to the Engineering

Division

5 minutes

Customer Services

Assistant

Customer Service


111

4.

Water meter testing and recording of the

result/s

2 hours

Maintenance Team

Engineering

Division (2nd floor)

(046)430-0832 loc. 108

33



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

5.

Prepare the

certificate and have it signed by

the proper signatories then forward to the

Customer Service for release

5 minutes

Engineering Clerk

Certificate

Engineering


(046)430-0832 loc. 108

6. Return after 2 days and get the results

Issue the results

of the water testing to the

client

2 minutes

Customer Services

Assistant

Certificate

Customer Service


111

*****END OF TRANSACTION****


REQUEST FOR WATER METER TEST

Customer


Cashier

Maintenance Team

Engineering Clerk

START

Prepare the Service Request Form

Sign the Service Request Form and proceed to cashier and pay necessary fee

Forward the Service Request Form to the Engineering Division

Process payment and issue official receipt

Get the result and prepare the certificate then forward it to customer service

After2daysgettheresultof watermetertesting

Issue the result of the water

meter testing

END

34

Conduct water meter testing and recording of result

Proceed to customer service and request for water meter test

35

RECIPIENTS: Concessionaires of the Carmona WaterDistrict


REQUIREMENTS:


• Previous/Old Waterbill

ADDITIONAL REQUIREMENTS IF THROUGH A REPRESENTATIVE: • Authorizationletter • Valid ID of therepresentative

FEES: • None

ISSUANCEOFSTATEMENTOFACCOUNT

36




Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

1. Proceed to the Customer Service Counter and present the requirements for issuance of statement of account.

Get the name of the client as well

as the name of the concessionaire to

whom the statement of

account will be issued.

3 minutes

Customer Services

Assistant

None

Customer Service

Counter (046)430-0832

loc 111

2. Wait for the issuance of latest statement ofaccount

Check the system

to verify the account Print the

statement of account and forward to commercial

division head

5 minutes

Customer Services

Assistant

None

Customer Service

Counter (046)430-0832

loc 111

37



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

3.

Approve and sign the statement of

account

3 minutes

Commercial

Division Head

None

Commercial

Division (1st floor)

(046) 430-0832 loc. 104

4. Receivethecopy of the statement of account

Release the requested

statement of account

3 minutes

Customer Services

Assistant

None

Customer Service


111

*****END OFTRANSACTION***

DURATION OFTHESERVICE: Maximum of 15minutes

38

ISSUANCE OF STATEMENT OF ACCOUNT

Customer


Commercial Division Head

START

Interview the customer and check the requirementsthen check the system and print copy of the Statement of Account(SOA)

Approvetheprintedcopy ofSOA

Receive the copy of SOA

Release the copy of SOA

END

Proceed to customer service counter and present the requirements

39

RECIPIENTS: Concessionaires with active serviceconnections


REQUIREMENTS:

• Water bill/Accountname • Any valid ID (SSS, GSIS, Voter’s ID, Senior Citizen’ s ID, Company ID, Driver’s License, Postal ID or any

Government-issuedID)

FEES: • None




Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

1. Proceed to Customer Service Counter, present requirements and request for voluntary disconnection.

Get the account

name of the service account to be disconnected

and verify the given information

5 minutes

Customer Services

Assistant

None

Customer Service

Counter (046) 430-0832

loc. 111

REQUESTFORVOLUNTARYDISCONNECTION

40



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

2. Sign the Disconnection Form on the space provided for “voluntary disconnection”

Prepare the Disconnection

Form

2 minutes

Customer Services

Assistant

None

Disconnection

Form

Customer Service

Counter (046) 430-0832

loc. 111

3. Wait for the field staff to visit the area for disconnection.

Secure approval

from the Commercial

Division Head and forward to the

Commercial field staff

3 minutes

Customer Services

Assistant


None

Disconnection

Form

Customer Service

Counter (046) 430-0832

loc. 111

Commercial Division (1st floor)

(046) 430-0832 loc. 104

41



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

4. Receive customer’s copy of accomplished Disconnection Form

Disconnect and

issue customer’s copy of

accomplished Disconnection

Form

Within the

request date

Commercial Field

Staff

None

Disconnection

Form

Concessionaire's

Address

*****END OF TRANSACTION*****

DURATION OFTHESERVICE: Maximum of 1day

REQUESTFORVOLUNTARYDISCONNECTION

Customer


START

Interviewthecustomer and verify given information and issue DisconnectionForm

Sign the Disconnection Form

END


Commercial Field Staff

Disconnect and issue Customer’scopyof 42 Accomplished Disconnection Form


Receivethe accomplished Disconnection F o r m

Secure approval from the Commercial Division Head then forward to CommercialField Staff

Verify the request and Approvethe disconnection

43

RECIPIENTS: Concessionaires with inactive service connections within 3 years


REQUIREMENTS:

• Any valid ID (SSS, GSIS, Voter’s ID, Senior Citizen’ s ID, Company ID, Driver’s License, Postal ID or any Government-issued ID), asneeded

• OfficialReceipt

FEES: • Disconnection date until the following working day: Free • 2 days after disconnection date but less than 6 months: Php 150.00 • 6 months after disconnection date but less than 1 year: Php 300.00 • 1 year after disconnection date but less than 3 years: Php 400.00

REQUESTFORRECONNECTION

44




Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

1. Proceed to the Customer Service, present the water bill or account name and request for the reconnection.

Get the name of

the service account to be reconnected

and verify the account.

2 minutes

Customer Services

Assistant

None

Customer Service

Counter (046) 430-0832

loc. 111

45



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

2. Proceed to the

Accept

2 minutes

Cashier/Teller

Disconnection

Customer Lobby

Cashier’s Counter for the payment of reconnection fee/

Payment and issue Official

receipt.

date until the following working day: Free

Area Cashier's Counters 1 and 2

(046) 430-0832 loc. payment for water Bill.

2 days after disconnection

103

date but less than 6 months: Php 150.00

6 months after

disconnection date but less than 1 year: Php 300.00

1 year after

disconnection date but less than 3 years: Php 400.00

46



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

3. Proceed to the Customer Service

Prepare the

Reconnection

1 minute

Customer Services

Assistant

None

Reconnection

Form

Customer Service

Counter and present the Official receipt of reconnection fee or the Official Receipt

Form or Service Request Form and forward the form to

Service Request

form

(046) 430-0832 loc. 111

for the paid water concerned bill. Division.

*Commercial

Division: if with padlock

*Engineering

Division: if inactive for at least a year

47



Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

4. Wait for the field

Reconnect and

Within the day if

Commercial Field

None

Reconnection

Form

Service Request Form

Commercial

Division (1st floor)

(046) 430-0832 loc. 104

Engineering


(046)430-0832 loc. 108

staff to visit the area issue with padlock Staff for reconnection. customer’s Receive copy of copy of Maximum of 3 Maintenance Team Reconnection Form accomplished days if / Service Request Reconnection inactive for at Form. Form / Service least a year

Request Form



REQUESTFORRECONNECTION

Customer

START

Proceed to customer service counter andpresentthe A official receipt

Receive the Reconnection Form

END


Cashier

Commercial Field Staff

Interview the customer, check the Requirements and Verify the information

Process the payment and issue official receipt

Prepare the Reconnection Form and forward it to appropriate division

A

with padlock or inactive for at least

1 year

Reconnect and issue customer’s copy of accomplished Reconnection Form

Maintenace Team

Reconnect and issue the A customer’scopyof 48

Accomplished Reconnection Form


Proceed and pay Reconnection fee

Inac

tive

fora

tleas

taye

ar

with

pa

dloc

k

49

RECIPIENTS: Senior Citizen with at least one year of active service connection at Carmona Water District


Saturdays from 7:00 am to 12:00noon

CONDITIONS: • Meter registration should be in the name of the senior citizen for a period of one year. • The Senior Citizen must be a resident of thehousehold. • Consumption should not exceed 30 cubicmeters. • Discount is granted by household regardless of the number of senior citizens living therein. • There shall be annual renewal of application on or before January 31st of the current year. • A senior citizen can only avail of one connectiondiscount. • Water connection must beresidential. • A valid Senior Citizen ID must be presented upon payment.

REQUIREMENTS:

• Valid Senior CitizenID • Latestpicture • Latest Community TaxCertificate • Senior Citizen Discount AvailmentForm • Any valid ID (SSS, GSIS, Voter’s ID, Senior Citizen’ s ID, Company ID, Driver’s License, Postal ID or any

Government-issued ID), asneeded • OfficialReceipt

FEES: • None

REQUEST FOR SENIOR CITIZEN DISCOUNT

59




Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

1. Proceed to the

5 minutes

Customer Services

None

Senior

Customer Service

Customer Service Assistant Citizen Counter and fill up Senior Discount (046) 430-0832 Citizen Discount Availment loc. 111 Availment Form Form

2. Submit the

Accept, check

3 minutes

Customer Services

None

Senior

Customer Service

Senior Citizen and record the Assistant Citizen Counter Discount Availment Senior Citizen Discount (046) 430-0832 Form and all the Discount Availment loc. 111 requirements Availment Form

Form and requirements submitted



51

REQUEST FORSENIORCITIZEN DISCOUNT

Customer


START

Proceedtocustomerservice counter.FillupSeniorCitizen DiscountAvailmentForm

Receive and check accomplished Senior Citizen Discount Form

END

Wait for the Senior Citizen discount to be reflected in the future bill

52

RECIPIENTS: Concessionaires with active serviceconnections


REQUIREMENTS:


• Latest Community TaxCertificate • Request Form for Change ofName/Address

FEES: • None


Follow these Steps Duration of Activity (Under Normal

circumstance)

Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

1. Proceed to the

5 minutes

Customer Services

None

Request Form for Change of Name/Address

Customer Service

Customer service Assistant Counter and fill up Request (046) 430-0832 Form for Change of loc. 111 Name/Address

REQUESTFORCHANGENAME/ADDRESS

53


Activity (Under Normal

circumstance)

Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

2. Submit the

Accept, check

10 minutes

CustomerServices

None

Request Form

Customer Service

Request Form for and record the Assistant for Change of Counter Change of Request Form for Name/Address (046) 430-0832 Name/Address and Change of loc. 111 all the Name/Address Affidavit of Requirements. For and Undertaking change of name, requirements sign the Affidavit of submitted Undertaking.

For change of name, encode and print Affidavit of Undertaking



54

REQUEST FOR CHANGE NAME/ ADDRESS

Customer


START

Proceed to customer service counter. Submit all therequirementsandfillupRequestFormforChangeof Name/Address

Receive and check the requirements and Request Form for Change, of Name/Address.For Change of name request,print Affidavit of Undertaking

Waitforthechangestobe Reflectedinthefuturebill

END

55

ISSUANCE OF CERTIFICATION - INSPECTION OF FLOWMETER INSTALLATION

RECIPIENTS: Commercial/Industrial establishments with own water system

AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break) Saturdays from 7:00 am to 12:00noon

REQUIREMENTS:


• Endorsement Letter from the Municipal Environment and Natural Resources Office(MENRO)

FEES: • Certification: Php300.00

56

HOW TO AVAIL THE SERVICE:


circumstance)

Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

1. Proceed to Customer Service Counter, present the requirements and request for the issuance of certification.

Get the name of the client as well as the name and

the location of the commercial/indus

trial establishment to

which the certification will

beissued.

5 minutes

Customer Services

Assistant

None

Customer Service

Counter (046) 430-0832

loc. 111

57



circumstance)

Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

2. Sign the Service Request Form

Prepare the Service Request Form and forward it to the

Engineering division for

inspection within the day or the

following working day

2 minutes

Customer Services

Assistant

None

Service

Request Form

Customer Service

Counter (046) 430-0832

loc. 111

3. Proceed to the Cashier's Counter 1 and 2. for the payment of Inspection fee.

Accept payment and issue Official Receipt

2 minutes

Cashier/Teller

Certification Php 300.00


Counters 1 and 2 (046) 430-0832 loc.

103

58


circumstance)

Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

4. Wait for up to 2 days for the siteinspection.

Hold on-site

inspection. Verify records whether

client is complying with the CWD’s policy

on groundwater extraction.

45 minutes (Within the day or the following

working day)

Maintenance Team

None

Service

Request Form

Engineering


(046)430-0832 loc. 108

59



circumstance)

Staff in Charge

Fee/s

Forms

Location

Applicant/Customer

Service Provider

5. Returnafter

Inform the client of

5 minutes

Customer Services

None

Certificate

Customer Service

1 day upon the release of the Assistant Counter inspection for certification then (046) 430-0832 the release of issue the certification loc. 111 certification. Proceed to Customer Service Counter, present the Official Receipt and receive the requested certification



ISSUANCE OF CERTIFICATION - INSPECTION OF FLOWMETER INSTALLATION

Customer


Cashier

Maintenance Team

START

Proceed to customer service counter then present the requirements and request forthe issuanceofcertification

Interview the customer and check the requirements. Prepare the Service Request Form and forward it to Engineering Division

SigntheServiceRequestForm thenproceedtocashier

Process paymentand issue officialreceipt

Hold on-site inspection

END

60

Receivethecertificationaday aftertheinspection

Inform the customer aboutthereleaseofthe certificationthenissuethe certificate

61

CustomerServiceFeedbackForm

62

ServiceApplicationandConstructionOrder(SACO)

63

InspectionSlip

64

AffidavitofUndertaking

65

Contract for Water Service Installation

66

Maintenance OrderSlip

67

MeterReceipt

68

Service RequestForm

69

DisconnectionForm

70

ReconnectionForm

71

SeniorCitizenDiscountAvailmentForm

72

Request Form for Change of Name/Address

73

Carmona Water District Board Resolution

Documents

CITIZEN’S CHARTER - Carmona Water Districtcarmonawd.com.ph/wp-content/uploads/2016/06/Citizens-Charter.pdf · Carmona Water District Citizen’s Charter ... Timelessness As a public