ILOCOS NORTE WATER DISTRICT - inwd.gov.ph · Page 4 of 46 Today, INWD leads other water districts in Region I as the first one to be officially re-categorized as “large”. This

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ILOCOS NORTE

WATER DISTRICT OPERATIONS MANUAL

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Introduction The Operations Manual of the Ilocos Norte Water District (INWD) contains the general information about the

agency, its underlying function, mandates, operating procedures and organization.

The purpose of this manual is to provide its readers knowledge about the district’s responsibilities and

structure. The manual is divided into several parts, as follows:

General Information - This section contains the company profile, such as the brief history of INWD,

mandates and functions, its mission and vision, service pledge, pumping stations and areas of operation.

Organization and Responsibilities - In this part of the manual, the organizational structure was shown

using a diagram as of year 2015, as well as the duties and responsibilities of every division.

Operational Control and Supervision - The powers of authority are described in this part as well as

the supervisory and operational controls.

Operating Procedures - Contains the step-by-step procedures and work instructions of INWD. Activity

flow charts are used to illustrate the different processes involved in daily operations.

DEFINITION OF TERMS

INWD – Ilocos Norte Water District

SOA – Statement of Account

PPE – Property Plant and Equipment

PR – Purchase Request

LWUA – Local Water Utilities Administration

PhilGEPS – Philippine Government Electronic Procurement System

SALN – Statement of Assets, Liabilities, and Net Worth

SDs – Supporting Documents, such as Sales Invoice, Purchase Order, Job Order, Statement of Account

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COMPANY PROFILE

BUSINESS NAME: Ilocos Norte Water District (INWD)

BUSINESS ADDRESS: Brgy. 22 Ermita Hill, Laoag City, Ilocos Norte

E-MAIL ADDRESS: [email protected]

OFFICIAL WEBSITE: http://www.inwd.gov.ph

FACEBOOK PAGE: http://www.facebook.com/IlocosNorteWD

OVERVIEW

Water is the greatest gift of mother earth to mankind, and this most basic commodity is not just simply a need

– it is essential in sustaining and nurturing life.

The Ilocos Norte Water District clearly understands that water itself is life, which is why INWD has

set forth its pursuit for an excellent water delivery service that is beyond plain service. With its goal to ensure

the delivery of continuous, safe, and potable water twenty-four hours a day at the most reasonable

cost, INWD engages on water developments that are up-to-date and innovative.

Aside from the delivery of water to its beneficiaries, another commitment that keeps INWD relevant and alive

throughout the years is its heart for the preservation and protection of the environment alongside pivotal

developments.

BIRTH AND GROWTH

Through the years, INWD’s primordial role of providing water to consumers has paved its growth as a

service-oriented institution, focusing on sustainable development.

On February 9, 1981 INWD was created through the Sangguniang Panlalawigan of Ilocos Norte

Resolution No. 27, Series of 1981. This also turned over the functions and operations of the Ilocos

Norte Metropolitan Waterworks and Sewerage System servingLaoag City and the

municipalities of Bacarra, Vintar, Pasuquin, and Paoay.

In 2003, through resolutions from their respective Sangguniang Bayan, the municipalities

of Badoc, Pinili, Currimao, Piddig, and Solsona were annexed as service areas of INWD.

With only 3,300 concessionaires in August 16, 1982, INWD started operations. By the end of March 2012,

the number of service connections had increased to 19,077, with a total of 114, 462 active consumers. And

as of March 2015, the number of service connections had reached up to 21,966, with approximately a

total of 131,796 populations served.

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Today, INWD leads other water districts in Region I as the first one to be officially re-categorized as

“large”. This re-categorization encourages the drive of its personnel to better serve the needs of its growing

population of consumers. As of October 30, 2015, the INWD has a total of 135 employees –

54 regular, 27 casual, and 54 job order employees - who work hand-in-hand in realizing its Vision and

Mission, that is, to ensure an efficient water service to its beneficiaries.

CONSUMER POPULATION IN 2012 AND 2015

MANDATE

By Virtue of Presidential Decree No. 198, is formed for the purposes as per Chapter II, Sec. 5 of the Local

Water District Law that reads to wit:

“Section 5. Purpose – Local Water Districts may be formed pursuant to this Title for the purpose of:

a. Acquiring, installing, improving, maintaining and operating water supply and distribution systems for

domestic, industrial, municipal, and agricultural uses for residents and lands within the boundaries of

such districts,

b. Providing, maintaining, and operating wastewater collection, treatment and disposal facilities, and;

c. Conducting such other functions and operations incidental to water resource development, utilization

and disposal within such district, as is necessary or incident to said purpose.”

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OUR VISION

To provide Ilocos Norte and Laoag City with adequate, safe and potable water twenty four hours a day at

the most reasonable cost.

OUR MISSION

To set standards of excellence in public service as one of the best water providers in ILOCOS NORTE and

LAOAG CITY.

OUR GOAL

The Ilocos Norte Water District has set forth in its pursuit for excellent water delivery service. Believing that

plain service is not enough, it has embarked continuously on up-to-date innovations on water developments

to ensure that it could provide continuous, safe and potable water twenty-four hours a day.

SERVICE PLEDGE

We, the officials and employees of the Ilocos Norte Water District commit to deliver water to our concessionaires and to

preserve and protect our environment, the very source where our water comes from. This is the commitment that keeps

INWD alive all these years.

As an employee of Ilocos Norte Water District, we will…

R – be personally RESPONSIBLE for complying with the service pledge

E – give an EXTRA measure of care and concern in all that I do

S – STRIVE to maintain a clean and safe environment

P – provide POSITIVE first impression and be professional at all times

E – establish EYE contact, greet in a welcoming manner and promptly respond to customers’ needs

C – maintain CONFIDENTIALITY

T – TREAT all concessionaires fairly and with dignity

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MICHAEL C. DIAZ

BOD - Chairperson

Representing the Education Sector

(077) 770-3683

DILIP L. MANSUKHANI

BOD - Vice Chairperson

Representing the Business Sector

(077) 770-3683

EDMUND A. RANADA

BOD - Secretary

Representing the Professional Sector

(077) 770-3683

ZENAIDA N. MARIANO

BOD - Treasurer

Representing the Women's Sector

(077) 770-3683

RODRIGO T. PAGTULINGAN

BOD - Member

Representing the Civic Sector

(077) 770-3683

BOARD OF DIRECTORS

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LIST OF INWD’S WATER SOURCES

01. BRGY. 29 PUMP STATION #1, LAOAG CITY, I.N. (GROUND WATER – INDUCED INFILTRATION)

02. BRGY. 29 PUMP STATION #5, LAOAG CITY, I.N. (GROUND WATER – DEEP WELL)


04. BRGY. 27 PUMP STATION, LAOAG CITY, I.N. (GROUND WATER – INDUCED INFILTRATION)




08. BALACAD PUMP STATION, LAOAG CITY, I.N. (GROUND WATER – DEEP WELL)

09. ASUNCION PUMP STATION #1, BACARRA, I.N. (GROUND WATER – INDUCED INFILTRATION)

10. ASUNCION PUMP STATION #2, BACARRA, I.N. (GROUND WATER – INDUCED INFILTRATION)

11. ASUNCION PUMP STATION #3, BACARRA, I.N. (GROUND WATER – INDUCED INFILTRATION

12. TAMBIDAO, BACARRA, I.N. (GROUND WATER – INDUCED INFILTRATION)

13. LABIO PUMP STATION #1, VINTAR, I.N. (GROUND WATER – INDUCED INFILTRATION)

14. LABIO PUMP STATION #2, VINTAR, I.N. (GROUND WATER – INDUCED INFILTRATION)

15. MARCOS MICROFILTRATION PLANT, PAOAY, I.N. (GROUND WATER – SURFACE WATER)

16. PARATONG, PAOAY, ILOCOS NORTE (GROUND WATER – DEEP WELL)

17. SUBA PUMP STATION #1, PAOAY, I.N. (GROUND WATER – DEEP WELL)



20. LOING PUMP STATION, PIDDIG, I.N. (GROUND WATER – INDUCED INFILTRATION)

21. SOLSONA PUMP STATION, SOLSONA, I.N. (GROUND WATER – DEEP WELL)

22. PALTIT PUMP STATION, BADOC, I.N. (GROUND WATER – DEEP WELL)

23. LACUBEN PUMP STATION, BADOC, I.N. (GROUND WATER – DEEP WELL)

24. DILOMOT SPRING, PASUQUIN, I.N. (GROUND WATER – CONCRETE CATCH BASIN)

25. BARARENG SPRING, PASUQUIN, I.N. (GROUND WATER – NATURAL ROCK FORMATION)

26. DINALSUAN SPRING, PASUQUIN, I.N. (GROUND WATER – SPRING)

AREAS OF OPERATION

THERE ARE 9 MUNICIPALITIES AND 1 CITY THAT ARE SERVED

BY INWD AS OF YEAR 2015 NAMELY:

LAOAG CITY

BACARRA

PASUQUIN

VINTAR

PIDDIG

SOLSONA

PAOAY

CURRIMAO

PINILI

BADOC

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Member- Board of Directors

ZENAIDA N. MARIANO

Treasurer-Board of Directors

DILIP L. MANSUKHANI

Vice Chairman-Board of Directors

EDMUND A. RANADA

Secretary- Board of Directors

JOHN M. TEODORO

General Manager B

SG - 27

MARISSA M. ALBANO

Minute/Agenda Officer B

SG - 11

VACANT

PRO A

SG - 15

VACANT

Secretary B

SG - 7

VACANT

Right of Way Officer

SG - 12

ABNER B. DE PERALTA

Driver

SG - 4

VACANT

OFFICE OF THE BOARD OF DIRECTORS

MICHAEL C. DIAZ

Chairman- Board of Directors

OFFICE OF THE GENERAL MANAGER

MANAGEMENT SERVICES SECTION


Member- Board of Directors

ZENAIDA N. MARIANO

Treasurer-Board of Directors

DILIP L. MANSUKHANI

Vice Chairman-Board of Directors

EDMUND A. RANADA

Secretary- Board of Directors

JOHN M. TEODORO

General Manager B

SG - 27

MARISSA M. ALBANO

Minute/Agenda Officer B

SG - 11

VACANT

PRO A

SG - 15

VACANT

Secretary B

SG - 7

VACANT

Right of Way Officer

SG - 12

ABNER B. DE PERALTA

Driver

SG - 4

VACANT

OFFICE OF THE BOARD OF DIRECTORS

MICHAEL C. DIAZ

Chairman- Board of Directors


MANAGEMENT SERVICES SECTION

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DUTIES AND RESPONSIBILITIES

The Primary Functions

Board of Directors

- IS THE POLICY MAKING BODY OF THE DISTRICT; ENSURES THAT THE AVAILABILITY OF ADEQUATE FINANCIAL

RESOURCES AND APPROVES THE ANNUAL BUDGET.

Administrative, Finance and General Services Division

- IS RESPONSIBLE FOR GENERAL SERVICE, AND COLLECTION & DISBURSEMENT OF FUNDS. IT IS IN-CHARGE OF THE

PROCUREMENT; ASSISTS IN THE IMPLEMENTATION OF SPECIAL PROJECTS PROGRAM.

- ALSO RESPONSIBLE FOR THE RECRUITMENT AND RETENTION OF HIGHLY QUALIFIED EMPLOYEES FOR THE AGENCY.

- IS RESPONSIBLE FOR RECORDING AND SUMMARIZING OF FINANCIAL TRANSACTIONS, PREPARATION OF

FINANCIAL REPORTS AND INVENTORY MANAGEMENT. ALSO RESPONSIBLE FOR THE BUDGET PREPARATION AND

ASSIST IN ALLOCATION AND DISTRIBUTION OF BUDGETS AS WELL AS MONITORING THE BUDGET PERFORMANCE.

Commercial Services Division

- PROVIDES CUSTOMER SERVICES TO THE CONCESSIONAIRE/CLIENT. RESPONSIBLE FOR BILLING AND COLLECTION

OF WATER SALES OF THE DISTRICT.

- IS RESPONSIBLE FOR METER READING, BILLING AND COLLECTION. ASSISTS IN THE RECORDING AND POSTING OF

PAYMENTS AND MONITORING OF THE CUSTOMER ACCOUNTS.

- IS RESPONSIBLE IN ATTENDING CUSTOMER SERVICE REQUESTS AND COMPLAINTS. RESPONSIBLE FOR MARKETING

STRATEGIES/PROGRAM IMPLEMENTATION AND PUBLIC INFORMATION. IN-CHARGE IN INSPECTION AND

INVESTIGATION REGARDING WATER SERVICE CONNECTION.

- RESPONSIBLE FOR THE WATER METER MAINTENANCE AND DISCONNECTION AND RECONNECTION OF SERVICE

LINES.

Engineering and Water Resources Division

- IS RESPONSIBLE FOR THE INSTALLATION OF NEW SERVICE CONNECTIONS. ATTENDING TO THE REPAIRS AND

MAINTENANCE OF WATER DISTRIBUTION LINES; AND PERFORMING OF MAJOR AND MINOR PLUMBING SERVICES.

IN-CHARGE IN WATER SYSTEM PROJECT IMPLEMENTATION AND CONSTRUCTIONS.

- IS RESPONSIBLE FOR THE MANAGEMENT OF WATER SYSTEMS MAINTENANCE OPERATIONS; AND MANAGEMENT

OF PRODUCTION AND WATER DISTRIBUTION OPERATIONS.

- IS RESPONSIBLE FOR THE PUMPING OPERATIONS AND WATER DISTRIBUTIONS. MONITORS THE WATER QUALITY.

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GENERAL MANAGER

- DIRECTS & CONTROLS UTILITY ACTIVITIES AND CARRY OUT POLICIES IN ACHIEVING UTILITY OBJECTIVES.

- PREPARES BASIC PLAN TO CARRY OUT POLICIES TOWARDS ACHIEVING UTILITY GOALS. KEEPS THE BOARD

INFORMED AS TO UTILITY STATUS & PROPOSES POLICIES, RULES & REGULATIONS FOR BOARD ACTION

- RESPONDS TO FORMALLY PRESENTED AND CLASSIFIED INQUIRIES OF THE BOARD AND OTHER GOVERNMENT

UNITS - INCLUDING THE MASS MEDIA.

MINUTE/AGENCY OFFICER B

- DISTRIBUTES BOARD MEETINGS AGENDA, RECORDS & FINALIZES THE MINUTES OF BOARD MEETINGS.

- HANDLES CORRESPONDENCES, FILES AND COMPLETES ARRANGEMENTS OF BOARD CONFERENCES.

- DISCHARGES THE FUNCTION OF A GM’S SECRETARY WHEN NECESSITED.

PUBLIC RELATIONS OFFICER A

- MARKETS FOR NEW CONNECTIONS & CONVINCE INACTIVE CONNECTIONS TO BE RECONNECTED.

- ESTABLISHES AND MAINTAIN EFFECTIVE RELATIONS WITH COMMUNICATIONS MEDIA, THE GENERAL PUBLIC AND

OTHER GOVERNMENT UNITS.

- DISSIMINATES DULY AUTHENTICATED INFORMATION TO THE CONSUMING PUBLIC.

- PREPARES MANAGEMENT REPORT RELATIVE TO MARKETING & PUBLIC RLATIONS STATUS.

SECRETARY B

- ATTENDS TO CLASSIFIED CONFERENCES & ASSIST TO CONFIDENTIAL ACTIVITIES OF THE GENERAL MANAGER

PERFORMS OTHER DUTIES AS MAYBE DIRECTED BY THE GENERAL MANAGER.

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ADMINISTRATIVE, FINANCE & GENERAL SERVICES DIVISION

DIVISION MANAGER C (Administrative, Finance & General Services Division)

- DIRECTS BASIC EFFORTS OF FINANCE, PERSONNEL & GENERAL SERVICES OFFICE.

- SUBMITS MANAGEMENT REPORTS AS REQUIRED.

FINANCIAL PLANNING SPECIALIST B

- CONSOLIDATES & PREPARES FINANCIAL REPORTS FOR MANAGEMENT PLANNING AND CONTROL ANALYZE

BUDGET TO SUPERVISES EMPLOYEES IN UTILITY FUNCTIONS INVOLVING FINANCIAL BOOKEEPING, CASH

HANDLING, PURCHAING AND STOREKEEPING.

- PREPARES REPORTS FOR REGULATORY OR CREDITOR INTEREST & OTHER DATA REQUIRED BY THE NSO.

CORPORATE BUDGET SPECIALIST B

- CONTROLS, ANALYZES BUDGET TO DETERMINE CASH AVAILABILITY & PROPER CHARGING OF ACCOUNTS.

SENIOR ACCOUNTING PROCESSOR A

- MAINTAINS COMPLETE & ACCURATE FINANCIAL BOOKS RELATIVE TO REVENUES, RECEIPTS & EXPENDITURS OF THE

DISTRICT, PREPARES JOURNAL VOUCHERS, CHECK VOUCHERS, PAYROLL; SIGNS OTHER FINANCIAL TRANSACTIONS

LIKE PURCHASE REQUISITIONS, RECEIVING REPORTS, ETC.

- COST DELIVERIES & INVENTORIES & MAINTAINS STOCK CARDS & OTHER FINANCIAL SCHEDULES AS REQUIRED.

COMPUTER OPERATOR

- ASSIST IN THE MAINTENANCE OF COMPLETE & ACCURATE FINANCIAL RECORDS OF THE DISTRICT.

- ENCODES FINANCIAL DATA IN THE COMPUTER. PREPARES PAYROLL & REMITTANCE SCHEDULES.

- MAINTAINS UP-TO-DATE LOAN LEDGERS FOR ALL TYPES OF LOANS BY EMPLOYEES.

- PERFORMS OTHER DUTIES AS MAY BE ASIGNED BY HIS SUPERVISOR.

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CASHIER A

- RECEIVES CASH COLLECTION FROM FIELD COLLECTORS, TELLERS & THE SAME FOR DEPOSIT.

- PREPARES CASH POSITION REPORTS & CASHIERS COLLECTION SUMMARY.

- DISBURSES PAYROLL & OTHER DULY SUPPORTED CHECK PAYMENTS.

CASHIERING ASSISTANT

- HANDLES PETTY CASH DISBURSEMENT & REPLENISHMEMTS.

- PREPARES CHECK TO DULY SUPPORTED CHECK VOUCHERS.

- BRINGS CHECK FOR SIGNATURE TO SIGNING AUTHORITIES.

- RENEWS TIME DEPOSIT.

- REMITS LAWFUL DEDUCTIONS TO AUTHORIZED COLLECTING INSTITUTIONS.

- COLLECTS BANK COLLECTION REPORT FROM PCIB & PERFORMS OTHER CLERICAL FUNCTIONS RELATED TO

CASHIERING.

PROPERTY/SUPPLY OFFICER C

- ISSUE STOCK & NON-STOCK MATERIALS & SUPPLIES, TOOLS & EQUIPTMENT UPON RECEIPT OF DULY APPROVED

STORE REQUISITIONS.

- RECEIVES DELIVERIES OF ALL DISTRICT PURCHASES & STOCK THEM IN STORAGE LOCATION.

- MAINTAINS BIN CARD.

- PREPARES MATERIALS & INVENTORY REPORTS.

- PREPARES ACCOUNTABILITY RECORD TO SUPPORT ISSUANCE OF TOOLS AND OTHER EQUIPTMENTS.

- KEEPS THE STOREROOM ORDERLY AND OGRANIZED.

ADMINISTRATIVE SERVICE OFFICER A

- CANVASS PRICES.

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- PREPARES ABSTRACT QUOTATIONS & PREPARES PURCHASE ORDERS TO ALL DULY APPROVED PURCHASED

REQUISITIONS & JOB ORDERS.

- SUPERVISES THE PROPER MAINTENANCE OF ALL GENERAL PLANS INCLUDING SECURITY EFFORT.

- ISSUES GAS SLIP TO DULY ACCOMPLISHED TRIP TICKETS.

WATER RESOURCES FACILITIES/TENDER B

- GUARDS THE INTAKE SOURCE OF WATER SUPPLY & WATERSHED RESERVATIONS AGAINST INSTRUSION OF

UNAUTHORIZED PERSONS AND STRAY ANIMALS.

- CLEANS THE INTAKE OF WATER WORKS INSIDE THE RESERVATION & SORROUNDING OF THE WATERSHED GUARD

HOUSE.

- ASSIST IN THE PRESERVATION OF THE WATER SOURCES.

INDUSTRIAL RELATIONS MGT. ASST. B

- MAINTAINS UP-TO-DATE RECORDS OF EMPLOYEES PERSONAL DATA.

- SERVICE RECORDS, LEAVE CREDITS & FILES & ALL PERTINENT PERSONAL DATA IN THE 2001 FILE.

- ASSIST AN EMPLOYEES INQUIRIES RELATIVE TO LEAVE CREDITS, INSURANCE, MEDICARE, SSS/GSIS, PAG-IBIG &

OTHERS.

- MAINTAINS SUMMARIES OF EMPLOYEES LAWFUL DEDUCTIONS SUCH AS SSS/GSIS, PAG-IBIG, MEDICARE, W/

HOLDING TAX & INSURANCE.

RECORDS AND REPORTS ASSISTANT

- FILES UTILITY RECORDS SYSTEMATICALLY.

- TYPES CORRESPONDENCES AND OTHER OFFICIALS COMMUNICATIONS AS REQUIRED.

INDUSTRIAL RELATIONS MGT. OFFICER A

- SUPERVISES ACTIVITIES PERTAINING TO PERSONNEL RECORDS & INQUIRIES.

- ATTENDS TO PERSONNEL INQUIRIES PERTAINING TI INSURANCE COVERAGE, SSS/GSIS, MEDICARE, LOAN

BENEFITS.

- ASSIST IN THE PROCESSING OF PAPERS PERTAINING TO LOAN BENEFITS & IN THE PERFORMANCE OF OTHER

ADMINISTRATIVE FUNCTIONS AS DIRECTED.

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UTILITY WORKER B

- PERFORMS DUTIES RELATED TO THE PROPER MAINTENANCE OF OFFICE BUILDINGS, ALL OFFICE EQUIPTMENTS &

OTHER GENERAL FACILITIES SUCH AS ELECTRICAL WIRINGS, PLUMBING & CARPENTRY UTILITY.

UTILITY WORKER B

- CLEANS THE OFFICE & OUTSIDE PREMISES.

- CLEAN AND ARRANGE OFFICE FURNTURES AND FIXTURES.

- PROVIDES GENERAL SERVICES TO THE GENERAL MANAGERS AND OTHER UTILITY OFFICERS.

- PERFORMS OTHER DUTIES AS MAYBE ASSIGNED BY HIS SUPERVISOR.

DRIVER

- PERFORMS ROUTINARY & AUTHORIZED DRIVING SCHEDULES.

- MAINTAINS TOP PHYSICAL CONDITIONS OF ASSIGNED VEHICLE.

COMMERCIAL SERVICES DIVISION

DIVISION MANAGER C (Commercial Services)

- DIRECTS THE OPERATION OF CUSTOMERS’ BILLING COLLECTION

- PURSUES DELINQUENT ACCOUNTS AND RESPONDS TO CUSTOMERS COMPLAINTS & INQUIRIES.

- SUBMITS MANAGEMENT REPORTS RELATIVE TO COMMERCIAL ACTIVITIES & STATUS.

CUSTOMER SERVICE OFFICER A

- MAINTAINS APPROPRIATE RECORDS ON ISSUANCE OF WATER BILLS AND MONITORS COLLECTION FROM

CUSTOMERS.

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- INSTITUTES MEASURE TO VERIFY/CHECK SUCH COMPLAINTS & ATTENDS TO CUSTOMERS’ COMPLAINTS &

INQUIRIES

- MONITORS INVESTIGATION OF COMPLAINTS, INSPECTION AND PROCESSING OF SERVICE APPLICATION, PREPARES

REPORT AS REQUIRED.

CUSTOMER SERVICE ASSISTANT A

- INSPECTS AND DETERMINES OR ESTIMATES REQUIRED MATERIALS FOR NEW CONNECTION

- CONDUCTS INSPECTION OF BROKEN SEALS, INVERTED WATER METERS AS WELL AS TAMPERED METER

- PROVIDES TECHNICAL ASSISTANCE IN THE REPAIR OF TRANSMISSION & DISTRIBUTION LINES

CUSTOMER SERVICE ASSISTANT B

- COLLECTS PAYMENTS OF WATER BILLS & OTHER ACCOUNTS IN THE FIELD

- REMITS THE SAME TO THE CASHIER

- RECEIVES & ATTENDS TO CUSTOMERS COMPLAINTS & INQUIRIES IN THE FIELD.

CUSTOMER SERVICE ASSISTANT C

- COLLECT PAYMENTS OF WATER BILLS & OTHER ACCOUNTS IN THE FIELD & REMITS THE SAME TO THE CASHIER.

- RECEIVES & ATTENDS TO CUSTOMERS COMPLAINS & INQUIRIES IN THE FIELD.

DRIVER

- ATTENDS TO DULY APPROVED DISCONNECTION ORDERS.

- PREPARES MONTHLY REPORT OF DISCONNECTED CONCESSIONARIES

CUSTOMER SERVICE ASSISTANT C

- PREPARES SERVICE APPLICATIONS AND CONTRACTS

- RECEIVES AND RESPONDS TO CUSTOMER’S INQUIRIES AND COMPLAINTS.

- UPDATES AND MAINTAINS CUSTOMER’S RECORDS

- ISSUES INVESTIGATION AND MAINTENANCE ORDERS

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- DOES THE FUNCTION OF A TELEPHONE OPERATOR AND PERFORMS SUCH OTHER DUTIES AS MAY BE ASSIGNED TO

HIM/HER FROM TIME TO TIME

CUSTOMER SERVICE OFFICER A

- SUPERVISES THE MAINTNANCE OF AN ACCURATE AND UP-TO-DATE CUSTOMERS RECORDS

- ENSURES THE PROMPT ISSUANCE OF BILLS, RECONCILES BILLING AND RECEIPTS

- COORDINATES WITH THE ACCOUNTING SECTION IN RELATION WITH MONTHLY RECONCILIATION OF ACCOUNTS

RECEIVABLES

- COORDINATES WITH THE MONITORING CONDITIONS / STATUS OF WATER METER INSTALLED

COMPUTER OPERATOR

- PREPARES READING ORDERS

- PREPARES WATER BILLS

- POST RECEIPTS TO INDIVIDUAL CUSTOMER’S LEDGER.

- UPDATE CUSTOMERS RECORDS AND PREPARES INVESTIGATION ORDERS.

DATA ENCODER

- PREPARES READING ORDERS

- PREPARES WATER BILLS

- POSTS RECEIPTS TO INDIVIDUAL CUSTOMER’S LEDGERS

- UPDATES CUSTOMER’S RECORDS AND PREPARES INVESTIGATION ORDERS

CUSTOMER SERVICE ASSISTANT B

- VISITS CUSTOMERS’ WATER METERS, CALCULATES THEIR WATER CONSUMPTION READING, AND SUBMITS THE SAME

TO THE ACCOUNTS SECTION.

- VERIFIES CONDITION OF WATER METERS AND CLEANS VICINITY OF WATER METERS

- PERFORMS SUCH OTHER DUTIES

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ACCOUNTING PROCESSOR B

- PREPARES DISCONNECTION ORDERS AND OTHER NECESSARY REPORTS

- PREPARES MONTHLY SCHEDULE OF WATER BILLS FOR EMPLOYEES TO BE DEDUCTED FROM THE PAYROLL

- PERFORMS CLERICAL DUTIES SUCH AS FILLING OFFICIAL RECEIPTS, DISCONNECTION ORDERS AND TYPING AS

REQUIRED

ENGINEERING AND WATER RESOURCES DIVISION

DIVISION MANAGER C (Engineering & Water Resources)

- MANAGES THE ACTIVITIES OF THE DIVISION

- MAINTAINS DIVISION PERFORMANCE STANDARDS

- EVALUATES THE PERFORMANCE OF PERSONNEL AND THE DIVISION AS A WHOLE

- ADMINISTERS AND MONITORS THE ACTIVITIES OF PERSONNEL AND THE OPERATION / CONSTRUCTION

OF WATER UTILITY FACILITIES.

- ADMINISTERS THE MAINTENANCE AND REPAIR OF ALL MECHANICAL AND ELECTRICAL EQUIPTMENT,

TRANSMISSION LINES, DISTRIBUTION LINES, SERVICE LINES METERS AND OTHER WATER UTILITY FACILITIES

AND METER CALIBRATION

- ADMINISTERS THE PRESERVATION OF THE WATERSHED

ENGINEERING AIDE B

- MAINTAINS ACCURATE RECORDS OF MAINTENANCE ORDERS, SERVICE APPLICATIONS, CONSTRUCTION

ORDERS AND OTHER ACCOMPLISHED MAINTENANCE ORDERS

- TYPES REPORTS AND OTHER CORRESPONDENCE PERTAINING TO THE ENGINEERING AND WATER

RESOURCES DIVISION

- PERFORMS OTHER DUTIES AS MAY BE ASSIGNED BY HIS/HER SUPERVISOR AND THE GENERAL MANAGER

WATER UTILITIES MANAGEMENT OFFICER A

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- SUPERVISES THE TECHNICAL PERSONNEL IN THE WATER QUALITY ANALYSIS, PRODUCTION, MECHANICAL

& ELECTRICAL MAINTENANCE OF ALL ALLIED EQUIPTMENTS

- SCHEDULE COORDINATES IN THE OPERATION OF PUMPS.

- DETERMINES PRODUCTION REQUIREMENTS AND ESTABLISHES DETAILED PREVENTIVE MAINTENANCE

PROGRAM FOR ALL PRODUCTION EQUIPMENTS.

- MAINTANS WATER TESTING PROCEDURES TO ENSURE SAFE WATER AND OPTIMUM WATER SERVICE.

- EVALUATES SUBORDINATES’ PERFORMANCE IN THE PROPER DISCHARGE OF DUTIES & RESPONSIBILITIES

MAINTAINS RECORDS OF PRODUCTIONS & PREVENTIVE MAINTENANCE ACTIVITIES.

UTILITY WORKER B

- CLEANS THE OFFICE & OUTSIDE PREMISES

- CLEANS AND ARRANGES OFFICE FURNTURES AND FIXTURES.

- PROVIDES GENERAL SERVICES TO THE GENERAL MANAGERS AND OTHER UTILITY OFFICERS

- PERFORMS OTHER DUTIES AS MAYBE ASSIGNED BY HIS SUPERVISOR.

WATER RESOURCE FACILITIES OPERATOR A

- OPERATES PUMPING FACILITIES DRIVEN BY ELECTRICAL MOTORS OR DIESEL ENGINES.

- PERFORMS ROUTINARY TASK OF INSPECTION & MAINTENANCE OF RESERVOIR LEVEL & SYSTEM

PRESSURE INSPECTION

- MAINTAINS PUMPING FACILITIES FOR RELATIVELY NORMAL FUNCTIONING

- RECORDS MEASUREMENTS AND PRESSURE LEVEL FLOWS, DAILY MOTOR & ENGINE OPERATIONS AND

DAILY ELECTRICITY USED

- MAINTAINS CLEANLINESS OF PUMP HOUSE & SURROUNDINGS

WATER RESOURCE FACILITIES OPERATOR B

- OPERATES PUMPING FACILITIES DRIVEN BY ELECTRICAL MOTORS OR DIESEL ENGINES.

- PERFORMS ROUTINARY TASK OF INSPECTION AND MAINTENANCE OF RESERVOIR LEVEL & SYSTEM

PRESSURE INSPECTION

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- MAINTAINS PUMPING FACILITIES FOR RELATIVELY NORMAL FUNCTIONING

- RECORDS MEASUREMENTS AND PRESSURE LEVEL FLOWS, DAILY MOTOR & ENGINE OPERATIONS AND

DAILY ELECTRICITY USED

- MAINTAINS CLEANLINESS OF PUMP HOUSE & SURROUNDINGS

QUALITY CONTROL/ASSURANCE INSPECTOR

- TESTS THE CHLORINE RESIDUAL OF WATER DELIVERED PERIODICALLY AND CONDUCTS BACTERIALOGICAL

TEST WATER SAMPLES

- MAINTAINS THE EFFICIENT FUNCTIONING OF CHLORINATORS AND CONDUCTS PREVENTIVE

MAINTENANCE OF CHLORINATING EQUIPTMENTS

- RECORDS CHLORINE CONSUMPTION AND PREPARES CONCISE REPORTS OF PRODUCTION & CHLORINE

CONSUMPTION

DRIVERS

- PERFORMS ROUTINARY & AUTHORIZED DRIVING SCHEDULES.

- MAINTAINS TOP PHYSICAL CONDITIONS OF ASSIGNED VEHICLE.

WATER MANTENANCE HEAD

- SUPERVISES SCHEDULED ROUTINE TASK IN THE CONSTRUCTION AND MAINTENANCE OF PIPINGS,

TRANSMISSION, DISTRIBUTION AND SERVICE LINES

- MAINTAINS RECORDS OF MAINTENANCE CONSTRUCTION & REPAIRS ACCOMPLISHED

- EVALUATES PERFORMANCES OF SUBORDINATES IN THE PROPER DISCHARGE OF DUTIES AND

RESPONSIBILITIES

WATER MAINTENANCE MAN B

- PERFORMS ROUTINE TASK IN THE INSTALLATION AND MAINTENANCE OF CUSTOMER’S SERVICE PIPINGS

FROM THE MAIN LINE TO THE CUSTOMER’S CONNECTIONS

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- SETS METER MEASURE, PREPARES LEAKS IN ALL SIZES & TYPES OF PIPES AND PERFORMS OTHERS RELATED

TASKS AS DIRECTED.

WATER MAINTENANCE MAN B

- PERFORMS ROUTINE TASK IN THE INSTALLATION AND MAINTENANCE OF CUSTOMER’S SERVICE PIPINGS

FROM THE MAIN LINE TO THE CUSTOMER’S CONNECTIONS

- SETS METER MEASURE, PREPARES LEAKS IN ALL SIZES & TYPES OF PIPES AND PERFORMS OTHERS RELATED

TASKS AS DIRECTED

INSTRUMENT TECHNICIAN A

- REPAIRS, MAINTAINS & TESTS ALL TYPES OF WATER METERS

- KEEPS ACCURATE METER HISTORY RECORDS

- REPAIRS SMALL TOOLS AS REQUIRED

- DISCHARGES THE FUNCTION OF PUMP OPERATORS WHEN SUBSTITUTION ARISES

- DISCHARGES THE DUTIES OF PLUMBER WHEN NECESSITY ARISES

INSTRUMENTS TECHNICIAN B

- REPAIRS, MAINTAINS & TESTS ALL TYPES OF WATER METERS & KEEPS ACCURATE METER HISTORY

RECORDS

- REPAIRS SMALL TOOLS AS REQUIRED

- DISCHARGES THE FUNCTION OF PUMP OPERATORS WHEN SUBSTITUTION ARISES

- DISCHARGES THE DUTIES OF PLUMBER WHEN NECESSITY ARISES

UTILITY WORKER B

- TRENCHES EXCAVATION FOR THE INSTALLATION OF NEW SERVICE CONNECTIONS, LEAK REPAIRS AND

OTHER MANUAL WORKS

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ILOCOS NORTE WATER DISTRICT

CITIZEN’S CHARTER

Republic Act No. 9485 – An Act to improve efficiency in the delivery of Government Service to the public by

reducing bureaucratic red tape, preventing graft and corruption, and providing penalties therefore. One of the key

provisions under this act is the formulation of Citizen’s Charter by every government agency in the country.

The Citizen’s Charter is a document that contains information of the frontline services being provided by the agency

to its clients. It shall include such information like vision and mission; identification of the frontline services offered and

the clientele; step-by-step procedure to obtain a particular service; and the officer or employee responsible for each

step. It also includes the maximum time to conclude the process; documents to be presented by the client; amount of

fees, if necessary, procedure for filing of complaints in relation to requests and applications, among others.

With the Citizen’s Charter of the Ilocos Norte Water District, crafted and enacted, I hope that the steps provided for all

the services be systematically followed so as to arrive at delivering standard and quality-oriented service. It also

encourages clients/concessionaires to air their complaints and sentiments in the delivery of services so as to improve the

efficiency and delivery of government frontline services. In this way, both the public servant referred to as the service

provider and the client/concessionaire would have transparent and open communication line for the common good.

May this Citizen’s Charter serve as a guide for all public servants to dispense their duties but may they not be bound

within the limitations set forth but still offer assistance as need arises putting the interest of the people above all.

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I - INSTALLATION OF NEW WATER SERVICE CONNECTION APPLICATION / NEW INSTALLATION

II - ISSUANCE OF RECEIPTS FOR BILLING STATEMENT OF ACCOUNT

III - MAINTENANCE SERVICES

IV – WATER TESTING SERVICES

V – RECONNECTION / REOPENING OF WATER SERVICES / RESTORE SERVICES DUE TO

INTERRUPTIONS SUCH AS POWER OUTAGE, MINOR SERVICE REPAIR. TRANSMISSION AND

SERVICE LINE LEAKAGE

VI - REVISITING OF THE POLICY ON ILLEGAL CONNECTIONS AND PILFERAGE

VII - INVESTIGATION SERVICES (WATER CONNECTION AND WATER SERVICE RELATED QUERIES)

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FRONTLINE SERVICES NO. 1 - INSTALLATION OF NEW WATER SERVICE CONNECTION

APPLICATION (NEW INSTALLATION)

Schedule of Availability of Service:

Monday to Friday, 8:00 AM - 5:00 PM

Who may avail of the Service?

Residents of Laoag, Bacarra, Pasuquin, Vintar, Paoay, Solsona, Piddig, Pinili, Currimao, and Badoc, provided they are

within the service area of the INWD who want to have safe and potable water at a very reasonable cost.

What are the Requirements?

Fully accomplished Service Application Form (4 copies)

Photocopy of Identification Card such as postal ID, voter's ID, Senior Citizen's ID and others.

IMPORTANT DETAILS TO FOLLOW:

When applying for the installation of a new water service connection:

1. Fill up Service Application and Construction Order Form at the INWD Office (Commercial Services

Division) indicating your name, address and other pertinent records including the sketch of the location where you

wish the service connection will be installed.

2. Submit two (2) Photocopies of ANY VALID IDENTIFICATION CARD (ID).

3. Prior to its installation, our technical investigator will visit you and estimate the materials needed for the installation.

He will instruct you as to where you will excavate the tapping point of your service line.

4. Secure Excavation Permit if required at the City Engineer's Office for City Streets or the Department of

Public Works and Highways for National Roads before excavating portion of the street or pavement. Remember

that it will be your obligation to restore back the excavated portion to its original condition after the installation or as

required by the City Engineer's Office or the DPWH.

5. Present the excavation permit to the Customer Service Assistant B. Then pay for the installation fee depending

on the type of water connection you've applied for as follows:

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FEES:

PHP 2,000.00 - 1/2" Water Meter Size

PHP 2,250.00 - 3/4" Water Meter Size

PHP 2,500.00 - 1.0" Water Meter Size

NOTE:

* If tapping point is at mainline between Laoag and Bacarra, an amount of PHP 600.00 is added to the installation

fee (INWD Board Resolution #267-90)

* If tapping point is at mainline between Bacarra and Pasuquin, an amount of PHP 850.00 is added to the

installation fee (INWD Board Resolution #267-90)

MATERIALS INCLUDED ON THE INSTALLATION FEE ARE THE FOLLOWING:

- Water Meter up to 1"

(NOTE: If meter desired is 2.0" and above, the cost of the meter shall be borne by the concessionaire).

- 12 mtrs. or 40 ft. P.E. Tubing or G.I. Pipe (Maximum)

(NOTE: If the required piping from tapping is less than 12 meters, only the actual length shall be provided by the

concessionaire).

- Replacement Brass

- Saddle Clamp for P.E. pipe tapping or Corporation Cock for G.I. pipe tapping

- Swing Valve

After payment, the tapping of your service connection shall be scheduled on a FIRST COME, FIRST SERVE basis.

Installation will begin from the tapping to the meeting point only. Plumbing services after the meter and in-house

plumbing of the dwelling may be done by the private plumber. The INWD Crew may do so, provided that permission

be sought from the management and provided further that the man-hours spent for the

plumbing services shall be paid in the INWD Office and not to any crew member.

PLEASE REPORT EMPLOYEES WHO ASK FOR EXTRA CHARGES ASIDE FROM THE INSTALLATION FEE

YOU PAID IN THE OFFICE

For more information and for water service applications, visit our office at Ermita Hill, Laoag City, Ilocos Norte or

Call us at (077) 772-0985 and (077) 771-4814 (Landline) or 0917-865-1430 and 0999-997-7656 (Mobile). We

will be more than happy to serve you.

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HOW TO AVAIL OF THE SERVICE

STEP APPLICANT/

CONCESSIONAIRE SERVICE PROVIDER

DURATION

OF

ACTIVITY

PERSON IN

CHARGE

1

Proceed to the Customer

Service Asst. B of INWD

and request for a Service

Application Form (SAF).

Give the applicant five (5) copies of SAF and give

briefing on the service and requirements for installation.

Evaluate arrear records of applicant, if any.

15 minutes

Customer

Service

Assistant

2

Submit accomplished SAF

together with other

requirements such as

photocopy of identification

card and 2 x 2 picture.

Receive SAF and inform the applicant to return after the

inspection of the service area.

5 minutes

Customer

Service

Assistant

Inspect the service area, determine water adequacy of

the applied connection and estimate the materials

needed and the amount to be paid.

Advise the applicant to secure excavation permit from

the City/Municipal Engineering Office if necessary.

1 hour Technical

Investigator

3

Pay the required

fees/charges to the INWD

Teller as determined by

the Investigator

(Customer Service Asst. A)

Issue Official Receipt to client 5 minutes Teller

Forward SAF to the:

a) Customer Service Asst. B for recording

b) Cust. Service Officer for evaluation and

c) Commercial Dep't. Manager for approval

10 minutes

Customer

Service

Assistant

Forward the duly approved SAF to the Engineering and

Water Resources Department for tapping the new water

service connection.

5 minutes

Customer

Service

Assistant

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Tap/install water connection 1 to 3 days

Engineering

Personnel

FRONTLINE SERVICES NO. 2 - ISSUANCE OF RECEIPTS FOR BILLING STATEMENT OF ACCOUNT


Monday to Friday, 8:00 AM - 5:00 PM, Saturday, 8:00 AM - 5:00 PM


Concessionaires within the service area who consume water service / who opt to pay their bills at the INWD office.


Water bills

STEP APPLICANT/


DURATION

OF ACTIVITY

PERSON IN

CHARGE

1

Proceed to the INWD

Teller's booth

and present / give

monthly billing

statement of Account to

the

Cashiering Assistant.

Receive monthly billing Statement of Account as basis

for collecting payment and issuance of Official Receipt

5 to 15

minutes

depending on

the

number of

concessionaires

who will pay

Teller

2

Receive Official Receipt

Issue Official Receipt 1 minute Teller

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FRONTLINE SERVICES NO. 3 - MAINTENANCE SERVICES

(Repair of Water Service Line, Leakages, Defective Meters/Valves, High Consumption, etc.)



Saturday, 8:00 AM - 5:00 PM


Concessionaires within the service area of INWD who have complaints on:

a. leakages

b. low pressure

c. high consumption

d. no water

e. dirty water

f. defective meters and valves


Accomplished Maintenance Order

Fees:

Depending on plumbing materials needed.


STEP APPLICANT/


DURATION

OF

ACTIVITY

PERSON IN

CHARGE

1

Proceed or call the

Customer Service Asst. B

of INWD.

File a complaint and

ask for assistance

Prepare Maintenance and

Investigation Order. 5 minutes

Customer

Service

Assistant

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Inspect the reported complaint and

recommend possible solution. 1 hour

Technical

Investigator

Forward Maintenance Order to the

Engineering and Water Resources

Department for appropriate action.

1 to 4 hours

Engineering

Personnel

FRONTLINE SERVICES NO. 4 - Water Testing Services


Monday to Friday, 8:00 AM - 12:00 NN & 1:00 - 5:00 PM


Concessionaires of INWD and the public who want to test the quality of their water.


Sampling bottle

Microbiological Analysis - sterilized glass bottle with at least 250 ml. of water sample.

Physical/Chemical Tests - clean plastic bottle with at least 3 liters of water sample.

Fees:

Microbiological Analysis

Bacteriological

1. Preliminary Test - P300.00/sample

2. Confirmatory Test - P300.00/sample

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STEP APPLICANT / CLIENT SERVICE PROVIDER

DURATION

OF

ACTIVITY

PERSON IN

CHARGE

1

Proceed to the Water-Testing

Laboratory and secure

Laboratory Analysis Request

Form (LARF).

Give the applicant a LARF and inform him/her

of the laboratory fees.

10 minutes

QC/QA

Inspector

Chemist A

2 Submit accomplished form.

Receive and check Form then advise the

applicant to pay the corresponding fee(s) to the

teller at the commercial division.

5 minutes

QC/QA

Inspector

Chemist A

3 Pay the required fees/charges. Issue official receipt. 5 minutes

Teller

4 Submit water samples and

present the official receipt.

Check receipt, record the OR #, accept the water

samples and advise client when to get the

laboratory results.

1 minute

QC/QA

Inspector

Chemist A

Tag the water samples with the sample

laboratory numbers. 1 minute

QC/QA

Inspector

Chemist A

Conduct laboratory analysis of the water

samples submitted for testing

4 days

QC/QA

Inspector

Chemist A

Prepare laboratory report(s).

1 day

QC/QA

Inspector

Chemist A

5

Issue of laboratory report(s). 1 minute

QC/QA

Inspector

Chemist A

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FRONTLINE SERVICES NO. 5 - Reconnection/Reopening of Water Services / Restore Services Due

To Interruptions Such As Power Outage, Minor Service Repair, Transmission and Service Line

Leakage


(Items 1 to 4) Monday to Friday, 8:00 AM - 5:00 PM


Residents of Laoag, Bacarra, Pasuquin, Vintar, Paoay, Solsona, Piddig, Pinili, Currimao, and Badoc provided they are

within the service area of INWD who want to reconnect/re-open water services.


Fully accomplished Service Application Form (4 copies)

Photocopy of Identification Card such as postal ID, voter's ID, Senior citizen's ID and others (one ID only)

Fees:

Re-opening fee - P450.00

Guaranty Deposit - (2 months average consumption)

Back Accounts - (it depends upon previous bill)

Attorney's fee - 10% of the current bill

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STEP APPLICANT /


DURATION

OF

ACTIVITY

PERSON IN

CHARGE

1

Get a Service Application and

Construction Form (SACF) and

submit to the Customer Service

Asst. B

Give the applicant five (5) copies of Service

Application and Construction Form and brief

applicant on service and requirements for re-

opening of water connection.

Evaluate arrear records of applicant,

If any.

15 minutes

Customer

Service

Assistant

2

Submit accomplished Service

Application Form together with

other requirements such as

photocopy of identification card

Receive Service Application Form and inform the

applicant to return after the inspection of the service

area.

5 minutes

Customer

Service

Assistant

Inspect the service area, determine water adequacy

of the applied reconnection and estimate the

materials needed and the amount to be paid.

Advise the applicant to secure excavation permit

from the City/Municipal Engineering office if

necessary.

1 hour Technical

Investigator

3

Pay the required fees/charges to

the INWD Teller as determined by

the INWD Investigator

(Customer Serv. Asst. A)

Issue Official Receipt 5 minutes Teller

Forward Service Application Forn to the:

a) Customer Service Asst. B for recording

b) Customer Service Officer for evaluation and

c) Commercial Department Manager for

approval.

10 minutes

Customer

Service

Assistant

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Forward the duly approved service application to the

Engineering and Water Resources Department for

tapping the installation of new water service

connection.

5 minutes

Customer

Service

Assistant

4

Tap/install water connection

1 to 3 days Engineering

Personnel

5

Restore water service when there are interruptions

due to power outage and minor service repair 1 to 2 hours Engineering

Personnel

6

Repair Transmission and Distribution Line Leakage 5 to 6 hours Engineering

Personnel

FRONTLINE SERVICES NO. 6 - REVISITING OF THE POLICY ON ILLEGAL CONNECTIONS AND

PILFERAGE

The General Manager presented to the Body of the Revised Board Resolutions of the District’s Policy on Illegal

Connection and Pilferage. The Board thoroughly discussed the salient features and took into consideration the

recommendations of management. The board decided to revise the policies to adjust to the needs of the times. After a

lengthy discussion, the following resolution was passed.

RESOLUTION NO. 004-08 (CODE 03)

On motion of Director Bertha De Lara, duly seconded by Vice-Chairman Amador Luz, the BOARD;

RESOLVES AS IT HEREBY RESOLVES, that illegal connection as now provided in the Resolutions of the District maybe

reconnected under the following conditions in addition to all imposable penalties and or surcharges by reasons of the

illegality of the connection as determined under existing policies to wit:

1. Payment of the administrative penalty for illegal connections in the amount of Twenty Thousand

Pesos (P20,000.00) .

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2. The computation of the cost of water used to be paid, regardless of classification and in addition to the

administrative penalty, shall be determined based on the following:

a. For Illegally Re-opened Disconnected/Closed Service Connection

The consumption shall be based on the highest record consumption reckoned from the time the

service connection was closed or disconnected up to the time that the illegal that the illegal or

unauthorized re-opening was uncovered.

b. For Unregistered/By Pass Connection.

The consumption shall be based on the highest recorded consumption multiplied by three (3)

years.

c. For Tampered with Water Meters

The consumption shall be based on the average consumption per capita for the current month

multiplied by the number of occupants as determined after investigation and computation shall be

reckoned from the time the water meter was determined tampered with and based on the

consumption pattern up to the time it was uncovered OR the highest recorded consumption ever

whichever is higher.

3. Illegal Connections referred herein shall refer to and shall include the following:

a. Water service connection to the Water Supply System of the Ilocos Norte Water District through

which a person derives water supplied by the Water District who has not filed any application for

water service connection duly approved by the Ilocos Norte Water District.

b. Water Service Connection with the Water Supply System of the Ilocos Norte Water District with

an application filed and duly approved by the Ilocos Norte Water District, but has been

disconnected for non-payment of billing and other charges and / or other increments thereof,

disconnection upon request of concessionaires and / or disconnected for any reason or reasons

but has been illegally re-opened.

c. Duly approved water service connection with the Ilocos Norte Water District, which thereafter has

been discovered with a tampered meter; PROVIDED, that TAMPERED METER as used in this

number shall refer to and include any matter which has been provided with a by-pass or any

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gadget, system or instrument or object or subject to any manipulation or to any extent impedes,

restricts or retards in any manner the normal operation of the meter.

d. A service connection is limited to only one house building or premises and that the act of giving

or allowing connection from his/her premises to another house, apartment, dwelling, etc. shall

be considered illegal.

4. Informers reward shall be 50% of the administrative penalty and shall be given to the informant or

discoverer but the reward shall be paid only after the amount of the penalty shall have been finally

collected from the offending concessionaires.

PROVIDED, that any policy previously existing, or any part thereof, or any rule or regulation

inconsistent with or contrary to the provisions hereof are hereby declared repealed, amended or abandoned

accordingly.

FAQs ON THE UNCOVERING / APPREHENSION OF ILLEGAL CONNECTIONS

Q1: WHO SHALL BE AUTHORIZED TO APPREHEND?

A1: An Illegal Connection Uncovering Team (ICUT) shall be formed and composed of the following:

a.) One (1) representative from each Department

b.) Assistance from the Philippine National Police if necessary

Q2: HOW IS INFORMATION HANDLED?

A2: All reported cases of illegal connections should be forwarded immediately to the Office of the General Manager or

informer should report illegal connections directly to the General Manager and that his or her identity should be

guarded with strict confidentiality.

Informer shall provide the following:

a.) Name of Violator

b.) Complete address with location sketch

c.) Detailed sketch of the exact location where the illegal connections is installed

Q3: WHAT IS THE PROCEDURE IN UNCOVERING / APPREHENDING ILLEGAL

CONNECTIONS?

A3: 1. Inform the violator re: alleged illegal connection

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2. The ICUT shall enter the premises where the violation is committed at any reasonable hour of the day as

provided for in No. 15 of the Water Service Contract and that the owner / occupant or tenant of the house shall

be present to witness the uncovering of the illegal connection.

3. Upon confirmation of illegal connection, pictures video and paraphernalia used by the violator should be

taken by INWD as evidences.

4. Service connection of the violator should be immediately cut-off to force the issue.

5. The team leader shall immediately make a report and submit the same to the General Manager for his

information and appropriate action.

6. Management shall immediately make an official written notice. The violator shall be given seven (7) days from

receipt of such notice within which to appear before management to settle his/her obligations.

7. If the violator fails to settle his obligation within the specified period, a case of water pilferage shall be filed

against his/her as provided in Chapter VII, Sec. 31 of PD 198 Protection of Water and Facilities of District and

Sec. 8 of RA 8041 Water Pilferage Law.

FRONTLINE SERVICES NO. 7.1 & 7.2 - INVESTIGATION SERVICES (WATER CONNECTION AND

WATER SERVICE RELATED QUERIES)

7.1 - INVESTIGATION SERVICES (WATER SERVICES)


Monday to Friday, 8:00 AM - 12:00 NN & 1:00 - 5:00 PM


Concessionaires within the service area of INWD who have service request/complaints related to:

High consumption

Very low consumption

Zero consumption

Decrease in reading

Re-classification

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Transfer of Name

Re-read

No water


Accomplished Investigation Order


STEP APPLICANT /


DURATION

OF

ACTIVITY

PERSON IN

CHARGE

1

Customer files complaint,

reports thru phone or

personally

Customer Service Assistant prepares an investigation

order / maintenance order indicating therein the date

and nature of request.

3 minutes

Customer

Service

Assistant

2

Customer Service Assistant records service request on

the investigation log book and on the maintenance

request form to be forwarded to E&WR Department.

20 minutes

Customer

Service

Assistant

3

Customer acknowledges the

inspection and allows the

Investigator to enter his/her

premises.

Investigator receives and acts on the Investigation

request. Records result to log book. Issues maintenance

/ calibration order if in case the result is pertaining to

meter and leakages.

15-20

minutes Investigator

4

Customer Service Assistant records the accomplishment

of the Tech. Investigator

20 minutes

Customer

Service

Assistant

5

The Division Manager reviews the Customer's

Investigation reports and determines those for

encoding, for adjustment and for filing, based on the

comments / results of the Investigation.

30 minutes Division

Manager

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7.2 - Investigation Services (WATER CONNECTION)




Concessionaires within the service area of INWD who have service request/complaints about:

Transfer of Tapping

Relocation of Meter


Accomplished Investigation Order


STEP APPLICANT /


DURATION

OF

ACTIVITY

PERSON IN

CHARGE

1

Proceed to the Customer Service

Assistant (Front Desk) of INWD

Commercial Department

Customer

Service

Assistant

2

Our Customer Service Assistant requests all

needed personal information from the

concessionaire including the sketch of the location

as well as the concessionaire's contact number

2 minutes

Customer

Service

Assistant

3

Wait for our Technical Investigator to conduct an

inspection on the proposed site of relocation and

to estimate the cost of materials needed for

relocation

The following

day after the

filing of

request (10

minutes)

Technical

Investigator

4

Get the duly accomplished

Maintenance / Relocation Order

to CSC

Issues duly accomplished Relocation /

Maintenance Order Form including the fees to be

paid

The following

day after the

inspection

(2 minutes)

Customer

Service

Assistant

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5

Proceed to the INWD Teller for

payment of materials /

relocation charges

Issues Official Receipt

2 minutes Teller

6

For review and approval by the Commercial

Services Department Manager 1 minute Division

Manager

7

Forward the request to the E&WR Department for

relocation / tapping

The following

day after

payment of

relocation /

tapping

charges

(2 minutes)

Customer

Service

Assistant

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CLIENT FEEDBACK FORM