TABBLLEE TOOFF TCCOONNTEENNTSS€¦ · ... Photocopy of Notarized Deed of Absolute Sale c) Photocopy of Notarized Conditional Sale d) Photocopy of Notarized Deed of ... Extra-Judicial

September 2016

Davao City Water District Citizen's Charter - 2016

Page | 1

TTAABBLLEE OOFF CCOONNTTEENNTTSS

I. Vision, Mission and Corporate Philosophy 2

II. DCWD Service Pledge 3

III. Feedback / Redress Mechanisms ... 4

IV. Requirements . 5-6

V. Our Five Frontline Services List .. 7

VI. New Service Connection Application ... 816

VII. Payment of Water Bills 17-22

VIII. Customer Services : 23

1. Arrangement/Elevation of Water Meter .. 28-29

2. Billing Details and other Billing Concerns .. 30

3. Change of Account Name .. 31-32

4. Disconnection of Water Service .. 33-37

5. High Water Consumption Investigation .. 38-41

6. No Water / Low Pressure . 42-43

7. Replacement of Defective Water Meter .. 44-47

8. Replacement of Stolen Water Meter . 48-51

9. Repositioning of Water Meter . 52-57

10. Senior Citizen Discount Privilege . 58

11. Special Reading of Water Consumption . 60

12. Transmission, Distribution and Service Line Leak Repairs 61-62

13. Water Quality Analysis . 63-67

IX. Reconnection of Water Service . 68-72

X. Transfer of Water Meter 73-78

XI. DCWD Customer Feedback Form . 79

XII. Workflow Charts of Frontline Services ... 80

XIII. Glossary . 141

XIV. DCWD Citizens Charter Team 2016 .. 144

rbsungaHighlight

September 2016


Page | 2

I.Vision, Mission and Corporate Philosophy

Vision

Best water and wastewater service provider with utmost care for the

people and environment

Mission

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

provide wastewater treatment services, operate efficiently, and take a

proactive role in environmental concerns and keep a competent

workforce

Corporate Philosophy

Service with Dignity and Honor.

September 2016


Page | 3

II. DCWD Service Pledge To you our customer, we, the officers and employees of the Davao City Water District, commit to: ork efficiently to provide you with frontline services at our:

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

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

nsure your satisfaction through our prompt delivery of services; and

egard highly your awareness of our programs through various media, our website www.davao-water.gov.ph, Email: [email protected] DCWD Facebook Account: http://www.facebook.com/davaowater

because you deserve only the best service.

W

A

T

E

R

Bajada and Matina offices 7:30 AM 5:00 PM, Monday to Friday Toril and Madapo sub-offices 8:00 AM 5:00 PM, Monday to Friday Collection Centers : Victoria Plaza 10:00 AM 7:00 PM, Monday to Sunday

Felcris Centrale and SM Lanang Premier DCWD call centers 24-hour operation Monday to Sunday 24-hour DCWD call center hotlines : 297- (DCWD) 3293

0927-798-8966 (Globe) 0908-441-0653 (Smart) 0925-511-3293 (Sun)

http://www.davao-water.gov.ph/mailto:[email protected]://www.facebook.com/davaowaterhttp://www.facebook.com/davaowaterhttp://www.facebook.com/davaowater

September 2016


Page | 4

III. Feedback and Redress Mechanisms

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

Customer Feedback Form and drop box provided in all our offices

E-mail address: [email protected]

Facebook page account: http://www.facebook.com/davaowater

24-hour hotline : 297- (DCWD) 3293

Cellular phone : 0927-798-8966 (Globe)

0908-441-0653 (Smart) 0925-511-3293 (Sun)

mailto:[email protected]://http://http://www.facebook.com/davaowater

September 2016


Page | 5

IV. REQUIREMENTS

1) Valid identification a) If transacted by applicant

- original and photocopy of one valid identification card (ID) or barangay certificate/Police Clearance/NBI Clearance

- FOR SENIOR CITIZENS DISCOUNT PRIVILEGE - Original and photocopy of Senior Citizens

identification card issued by the Office for Senior Citizens Affairs (OSCA)

b) If transacted by representative

1. original and photocopy of representatives one valid identification card or barangay certificate; Police / NBI clearance

2. one photocopy of applicants valid identification card or his / her barangay certificate;

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

lot and building are not owned by the applicant)

3. Notarized Special Power of Attorney (SPA) or General Power of Attorney (GPA) or

Authorization Letter

2) Proof of Ownership: 2.1 For Private Property (any of the following)

a) Land Title

b) Photocopy of Notarized Deed of Absolute Sale

c) Photocopy of Notarized Conditional Sale

d) Photocopy of Notarized Deed of Donation

e) Photocopy of Notarized Contract to Sell

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

g) Original copy of NHA Certification and City Housing

h) Original copy of Certification from Board of Liquidators

2.2 For Heir in a Privately Owned Lot

a) Photocopy of Extra-Judicial Settlement of Estate

b) Photocopy of Land Title

c) Photocopy of Notarized Affidavit of Heirship

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

2.3 For Renter / Lessee of a Privately Owned Lot

a) Photocopy of current and notarized Lease Contract

b) Photocopy of Land Title

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

d) Notarized Affidavit of Undertaking

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

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

b) Notarized Affidavit of Undertaking

September 2016


Page | 6

2.5 For Informal Settler in the Government Property

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

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

c) Notarized Affidavit of Undertaking

2.6 For Owner of a Property Acquired through Balikatan

a) Original Copy of Authenticated Notice of Approval from Balikatan

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

a) Lot Title (if owned)

b) Photocopy of current and notarized Lease Contract

2.8 For Owner of a Foreclosed Property

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

institutions

September 2016


Page | 7

V. Our Five Frontline Services

1. New Service Connection (NSC) Application (p.8-16)

2. Payment of Water Bills (p.17-22)

3. Customer Services (p.23)

i. Arrangement/Elevation of Water Meter (p.28-29)

ii. Billing Details and other Billing Concerns (p.30)

iii. Change of Account Name (p.31-32)

iv. Disconnection of Water Service (p.33-37)

v. High Water Consumption Investigation (p.38-41)

vi. No Water / Low Pressure (p.42-43)

vii. Replacement of Defective Water Meter (p.44-46)

viii. Replacement of Stolen Water Meter (p.47-50)

ix. Repositioning of Water Meter (p.51-56)

x. Senior Citizen Discount Privilege (p.57)

xi. Special Reading of Water Consumption (p.58-59)

xii. Transmission, Distribution and Service Line Leak Repairs (p.60-61)

xiii. Water Quality Analysis (p.62-66)

4. Reconnection of Water Service (p.67-71)

5. Transfer of Water Meter (p.72-77)

September 2016


Page | 8

VVII..

General Public of Davao City within the service areas of DCWD

1) Attendance to Orientation for New DCWD Customers Bajada office Monday to Friday 10:00 AM and 3:00 PM

Matina office Tuesday and Thursday only every 10:00 AM and 3:00 PM

2) Valid identification [see page 5; no. 1 (a/b)]

3) Proof of Ownership

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

1. NEW SERVICE CONNECTION (NSC) APPLICATION

Schedule of Availability of Service (no noon break): Phone-in (Monday to Sunday 24 hour operation):

Contact 297-DCWD (3293)

09277988966 (Globe)

09084410653 (Smart)

09255113293 (Sun)

Website : www.davao-water.gov.ph

E-mail : [email protected]

Customer in-Office (no noon break)

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

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

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

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

WHO MAY AVAIL OF THE SERVICE :

REQUIREMENTS :

- PhP 3,900.00 2 - Php 42,250.00

- 21,450.00 4 - 81,900.00

1 - 24,700.00 6 - 104,000.00

1-1/2 - 33,800.00 8 - 158,600.00

http://www.davao-water.gov.ph/mailto:[email protected]

September 2016


Page | 9

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

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

WITH FILLED-UP ELECTRONIC NSC FORM

Customer in-office transactions : 1 hour and 22 minutes

First visit : 1 hour and 11 minutes and 30 seconds

Second visit : 10 minutes and 30 seconds

WITHOUT FILLED-UP ELECTRONIC NSC FORM

Customer in-office transactions : 1 hour and 21 minutes and 30 seconds

First visit : 1 hour and 5 minutes and 30 seconds

Second visit : 5 minutes and 30 seconds

Third visit : 10 minutes and 30 seconds

Under normal condition:

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

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

Applications are accepted at DCWD Bajada, Matina and Toril Offices ; and Victoria Plaza sub-office

HOW TO AVAIL OF THE SERVICE :

DURATION OF TRANSACTION :

WHERE TO APPLY FOR NEW SERVICE CONNECTION :

September 2016


Page | 10

Process flow

How to avail of the service

First visit- Customer in-office Transaction (without Electronic NSC Application Form)

STEP CUSTOMER SERVICE PROVIDER

DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP) FORM / SLIP

1

Go Public Assistance Desk Officer (PADO) for assistance.

Inquire customer's concern, give priority number. Direct customer to Customer Care Division (CCD and wait for turn.

30 sec

PADO

Priority

number

2 Go to CCD Customer Service Assistant (CSA) and apply for New Service Connection (NSC).

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

5 min CCD CSA Orientation Attendance Slip

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

Facilitate orientation.

Give New Service

Connection Application

Form (Form 1),

Installation Standard

Diagram and Orientation

Attendance Certificate.

1 hr Orientation Facilitator

NSC Application form (Form 1) Installation Standard Diagram Orientation Attendance Certificate

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

END OF FIRST VISIT Customer in-office Transaction (without Electronic NSC Application Form)

NEW SERVICE CONNECTION (NSC) APPLICATION

September 2016


Page | 11

Process flow

Second visit - Customer in-office Transaction (with NSC Application Form & Complete Requirements (without E-NSCA Form)

STEP CUSTOMER SERVICE PROVIDER DURATION

OF ACTIVITY

PERSON-IN-CHARGE and

COUNTER

FEE

(PhP) FORM / SLIP

1

Go Public Assistance Desk Officer (PADO) for assistance.

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

30 sec

PADO

Priority number

2 Go to CCD Customer Service Assistant (CSA) and submit accomplished New Service Connection Application Form (Form 1) and Complete requirements. Receive inspection schedule slip.

Receive and evaluate the accomplished Form 1 and requirements. Agree on schedule of inspection date and give Inspection Schedule Slip. Advise customer to wait for the Plumbing Inspection Report (blue card) or call 2973293 for the result of investigation.

5 min CCD CSA

Form 1

END OF SECOND VISIT Customer in-office Transaction

(WITH NSC Application Form & Complete Requirements and WITHOUT E-

NSCA Form)


September 2016


Page | 12

Process flow

First visit-Customer in-office Transaction (with Electronic NSC Application Form & Complete Requirements)


DURATIO

N OF

ACTIVITY

PERSON-IN-

CHARGE

and

COUNTER

FEE

(PhP) FORM / SLIP

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

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

30 sec

PADO

Priority number

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

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

5 min Customer Service Assistant (CSA)

Orientation Attendance Slip

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

Facilitate orientation. Give New Service Connection Application Form (Form 1), Installation Standard Diagram and Orientation Attendance Certificate.


Form 1 Orientation Attendance Slip Installation Standard Diagram Orientation Attendance Certificate

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

Form 1 Installation Standard Diagram Orientation Attendance Certificate

5 Submit the accomplished e-Form 1 and complete requirements to CCD CSA. Receive Inspection Schedule Slip (ISS).

Receive and evaluate the accomplished Form 1 and requirements. Agree on schedule of inspection date and advise customer to come back two days or call 297-3293 for the result of investigation.

6 min Customer Service Assistant (CSA)

Filled-up Form 1 Requirements Inspection Schedule Slip

END OF FIRST VISIT - Customer in-office Transaction


(with Electronic NSC Application Form & Complete Requirements)

September 2016


Page | 13

Process flow

Internal Transaction After First Visit with Filled-up Electronic NSCA Form & Complete Requirements and After Second Visit with filled-up NSCA Form &

Complete Requirements (without filled-up Electronic NSCA Form)


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP) FORM / SLIP

1 Create New Service Application record on database. Generate control number.

2 min CCD CSA e-Form 1 / Form 1

2 Prepare GIS map and determine DMA code. Confirm availability of water service and sign.

6 min NSC Supervisor

e-Form 1 / Form 1 GIS

3 Log and endorse New Service Connection Application Form (Form 1) to Investigation Supervisor for investigation.

2 min CCD CSA

4 Receive and log Form1 and assign inspector.

3 min Investigation Supervisor

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

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

Attendance Certificate

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


e-Form 1 / Form 1Orientation


7 Update New Service Application record with result of investigation.

2 min CCD CSA e-Form 1 / Form 1Orientation


END OF INTERNAL TRANSACTION After First Visit with Filled-up Electronic NSCA Form & Complete Requirements

and After Second Visit with filled-up NSCA Form & Complete Requirements

(without filled-up Electronic NSCA Form)


September 2016


Page | 14

Process flow

Customer in-office Transaction [Second visit with Filled-up Electronic NSC Application Form and Complete Requirements and Third visit with filled-up

NSC Application Form (without Electronic NSC Application Form) ]


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE

and

COUNTER

FEE (PhP) FORM / SLIP

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

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

30 sec

PADO

Priority number

2 Go to CCD Customer Service Assistant (CSA)

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

5 min CCD CSA FORM 1 Form 2

3 Receive Form 2, proceed to teller and pay.

Receive Form 2 and

payment. Issue Official

Receipt (OR)

1 min Teller NSC Service fee nd delinquent accounts, if any

Form 2 Official

Receipt

4 Go back to CCD CSA counter and present OR.

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

4 min CCD CSA Form 3 (Promissory Note) Form 4 (Service Connection Contract

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

Form 4 Form 3 (if applicable)

END OF CUSTOMER IN-OFFICE TRANSACTION Second visit with Filled-up Electronic NSC Application Form and Complete

Requirements and Third visit with filled-up NSC Application Form (without

Electronic NSC Application Form)


September 2016


Page | 15

Process flow

Internal Transaction After Second visit with Filled-up Electronic NSC Application Form and Complete Requirements and Third visit with filled-up NSC

Application Form (without Electronic NSC Application Form)


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP) FORM / SLIP

1 Post New Service Connection service fee.

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

2 Arrange documents; sort all applications per service area.

2 min CCD CSA 1 e-Form 1 / Form 1 (with attachments)

3 Prepare Store Requisition Slip (SRS) for withdrawal of materials and attach to New Service Connection Application Form (e- Form 1/ Form 1). Forward documents to Customer Care Division Manager (CCDM) for recommending approval.

30 min CCD CSA 2 e-Form 1 / Form 1 (with attachments) SRS

4 Check documents and sign. Forward documents to Commercial Services Department Manager

(CSDM).

2 min CCDM e-Form 1 / Form 1 (with attachments) SRS

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

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

SRS

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

1 min CCD CSA 1 e-Form 1 / Form 1 (with attachments) SRS

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

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

SRS

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

15 min Storekeeper e-Form 1 / Form 1 (with attachments SRS

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

2 min CSD Installation Crew

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


September 2016


Page | 16

Process flow

continuation of . . .

Internal Transaction After Second visit with Filled-up Electronic NSC Application Form and Complete Requirements and Third visit with filled-up NSC

Application Form (without Electronic NSC Application Form)


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP) FORM / SLIP

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

Tee - 10 min Primary 2 to

5 hours

CSD Installation

Crew

e-Form 1 / Form 1(with attachments)

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

1 min CSD Installation

Crew

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

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

1 min CCD CSA e-Form 1 / Form 1 (with attachments) Accomplishment Report

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

2 min CCD CSA e-Form 1 / Form 1 (with attachments)

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

20 min per batch

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

15 Receive documents for tagging of accounts to GIS

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

16 Scan documents and file 4 min per NSCA

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

END OF INTERNAL TRANSACTION After Second visit with Filled-up Electronic NSC Application Form and Complete

Requirements and Third visit with filled-up NSC Application Form (without

Electronic NSC Application Form)


Notes :

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

2) Validity of New Service Connection (NSC) application form (e -Form 1 or Form 1) is 1 year. 3) Validity of orientation attendance certificate is 1 year.

September 2016


Page | 17

VII.

General Public of Davao City within the service areas of DCWD

DCWD water bill

BIR Form 2307 - Tax Withheld Certificate (if applicable)

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

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

Toril Office Monday to Friday 7:30 AM to 5:00PM

Victoria Plaza, Felcris Centrale and SM

Lanang Premier collection centers

Monday to Sunday 10:00

AM to 7:00PM


Contact 297-DCWD (3293)

09277988966 (Globe)

09084410653 (Smart)

09255113293 (Sun)




REQUIREMENTS :

WHERE TO PAY WATER BILLS


Special Collection Centers Monthly: (During last day of the payment due date of scheduled zone) 8:00 AM to 3:00 PM

Talomo Barangay Hal Mintal Barangay Hall

Calinan Barangay Hall

Internet Banking: Land Bank of the Philippines (www.lbpiaccess.com)

Over-the-Counter Payment thru Accredited Bank : Development Bank of the Philippines

2. PAYMENT OF WATER BILL

http://www.davao-water.gov.ph/mailto:[email protected]

September 2016


Page | 18

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

Customer with or without regular bill paying full or partial Go to PADO, then proceed to teller and give water bill (if any) and payment.

Customer with or without disconnection notice paying full arrears Go to PADO, then proceed to teller and give water bill (if any) and payment.

Customer with or without water disconnection notice paying partial arrears Go to PADO for priority number, proceed to Commercial Services Department (CSD) Customer

Assistance Counter and ask for Form 2 (Order of Payment). Then, go to teller and pay.

Customer with BIR Form 2307 Tax Withheld Certificate Go to Public Assistance Desk Officer (PADO) for priority number, proceed to CSD Billing and Accounts

Counter/CSD Counter for evaluation of water bills computation. Then, go to teller and give water bill,

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

b) Special Collection Centers:

Customer with or without regular bill paying full or partial Go to teller, give water bill or account details and payment.

Customer with or without disconnection notice paying full arrears Go to teller, give water bill or account details and payment.

Customer without regular / disconnection notice paying multiple accounts Go to teller, give details per account and payment.

Customer with or without disconnection notice paying partial arrears Go to Public Assistance Desk Officer (PADO) for assistance. PADO calls Commercial Services

Department concerned staff for approval of customers partial arrears payment amount. Then, go teller,

give water bill or account details and payment.

Customer with BIR Form 2307 Tax Withheld Certificate Go to teller, give water bill, and four copies of tax certificate (BIR Form 2307).

With or without bill paying full or partial 1 min 30 sec

With or without disconnection notice paying full arrears 1 min 30 sec

With or without disconnection notice paying partial arrears - 6min 30 min

With Franchise Tax (BIR Form 2307) - - - Customer in-Office - 5 min 30 sec

Internal Flow - 30 min


DURATION OF TRANSACTION PER BILL :

September 2016


Page | 19

Process flow

How to Avail of the Service:

Customer In-Office Transaction 1) Customer with or without Regular Bill Paying Full or Partial

2) Customer with or without Disconnection Notice paying Full arrears


DURATIO

N OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP) FORM / SLIP

1 Go to PADO for assistance.

Inquire customer's concern and direct customer to teller

30 sec PADO Priority number

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

Accept payment and issue Official Receipt (OR)

1 min Teller Amount to be paid

OR

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

OR

END OF CUSTOMER IN-OFFICE TRANSACTION 1) Customer with or without Regular Bill Paying Full or Partial

2) Customer with or without Disconnection Notice paying Full arrears

PAYMENT OF WATER BILL

September 2016


Page | 20

Process flow

Customer In-Office Transaction - (with or without disconnection notice paying partial arrears)

STEP CUSTOMER SERVICE PROVIDER DURATIO

N OF

ACTIVITY


COUNTER

FEE

(PhP)

FORM /

SLIP

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

Inquire customer's concern, give priority number. Direct Customer Care Division (CCD) and wait for turn

30 sec Public Assistance Desk Officer (PADO)

Priority

number

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

Verify customer record; issue Form 2

4 min CCD CSA

Amount to be paid

Form 2

3 Go to teller, give Form 2 and payment

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


Form 2 OR

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

OR

END OF TRANSACTION Customer In-Office - (with or without disconnection notice paying partial arrears)


For Special Collection Centers:

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

or account details and payment.

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

(PADO) for assistance. PADO calls Commercial Services Department concerned staff for approval of customers

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

Notes :

September 2016


Page | 21

Process flow

Customer In-Office Transaction - with Franchise Tax (BIR Form 2307)


DURATIO

N OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP


Inquire customer's concern, provide priority number. Direct customer to CSD Billing and Accounts Division (BAD) and wait for turn

30 sec

PADO Priority number

2 Go to BAD CSD, present documents, and ask for Form 2 (Order of Payment.

Verify TIN enrollment for Franchise Tax credit in the database. Check the filled-in data in BIR Form 2307. Issue Order of Payment then advise customer to proceed to teller

3 min

BAD CSA

Water Bill BIR Form 2307 Form2

3 Go to Teller and give Form 2, and payment

Accept payment, retain 3

original copies of BIR Form

2307. For customer's copy,

stamp "Received", print

name and sign. Issue Official

Receipt and give customer

copy of BIR Form 2307.


Water Bill Form2 OR

BIR Form

2307

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

BIR Form

2307

OR

END OF TRANSACTION Customer in-office Transaction - with Franchise Tax (BIR Form 2307)


For Special Collection Centers:

Customer with Franchise Tax (BIR Form 2307), go to teller, give water bill, and four copies of tax certificate (BIR

Form 2307).

Notes :

September 2016


Page | 22

Process flow

Internal Flow of Transaction - with Franchise Tax (BIR Form 2307)


DURATIO

N OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1 Generate Daily Franchise Tax Report and forward two copies of BIR Form 2307 to CSA-3

1 min Teller Batch slip BIR Form 2307

2 Consolidate Daily Franchise Tax Report and reconcile it with the Monthly Summary.

7 min

Billing and Accounts (BAD) CSA

Batch slip BIR Form 2307 BAM

3 Sort all accounts in the list by

payors name & BIR Form 2307

alphabetically and print monthly

Alphalist of Franchise Tax Credit

Report

3 min BAD CSA

Batch slip BIR Form 2307 BAM

4 Review & validate Monthly Alphalist Report and affix signature

2 min BAD Supervisor

BIR Form

2307 BAM

5 Validate and Approve Monthly Alphalist Report and affix signature

2 min BADM CSDM

Report

6 Forward to Accounting Department for processing

ICTD Div and Department Managers

Report

7 Process and File to BIR 15 min ABD Report

8 Forward to Finance and Property Department for payment

Report

END OF INTERNAL FLOW OF TRANSACTION

with Franchise Tax (BIR Form 2307)


September 2016


Page | 23

VVIIIIII..

All DCWD Customers

1) Attendance to Orientation FOR CHANGE OF ACCOUNT NAME

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

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

2) Valid Identification [see page 5; no. 1 (a/b)]

3) Proof of ownership , if applicable

4) Settlement of Outstanding Balance / Arrears , if there is any


Contact 297-DCWD (3293) 09084410653 (Smart)

09277988966 (Globe) 09255113293 (Sun)


May Chat Live with DCWD Agent 24/7


DCWD Facebook Page: www.facebook.com/davaowater


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

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

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

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


REQUIREMENTS :

FEES AND CHARGES :

Change of Account Name - Php 300.00 Repositioning of Meter - Php 600.00

3. CUSTOMER SERVICES

Replacement of Stolen Meter current cost of water meter

http://www.davao-water.gov.ph/mailto:[email protected]://www.facebook.com/davaowater

September 2016


Page | 24

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

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

proceed to Commercial Services Department (CSD).

For water quality analysis inquiry, contact 2215132.

Phone-in Transaction

TRANSACTION

(Report / Complaint / Query / Request)

ACTION AND DURATION

Phone-in

Arrangement/Elevation of Water meter Billing Details Delivery of Water Bills High Water Consumption No Water / Low Pressure Replacement of Defective Water Meter Replacement of Stolen Water Meter Special Reading of Water Consumption Status of New Service Connection Transmission, Distribution, Service Line Leak

Repair

Water Quality Analysis

Provide feedback upon inquiry within 3

minutes


September 2016


Page | 25

Customer In-Office Transaction

TRANSACTION

(Report / Complaint /Query / Request)

ACTION AND DURATION

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

working days after request

Billing Details Provide feedback upon inquiry within 3 minutes

Change of Account Name Account name is changed within 24

hours after contract signing

Disconnection of Water Service

Advise settlement of account before

disconnection of water service;

Disconnect within 3 working days

High Water Consumption Investigation Provide feedback within 3 working days

after report

No Water / Low Pressure Provide feedback upon inquiry or within

24 hours after report

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

completion of requirements

Replacement of Defective Meter Replace the meter within 24 hours after

completion of requirements

Repositioning of Water Meter Reposition the meter within 2 working

days after payment of repositioning fee

Senior Citizen Discount Privilege

Registered within 24 hours after

submission of requirements

Special Reading of Water Consumption Provide feedback upon inquiry or within

2 working days after request

Transmission, Distribution, Service Line Leak

Repair

Repair within 11 hours


Provide laboratory result

o Physical & Chemical analysis 1 working day from receipt of water

sample

o Microbiological analysis- 2 working days from receipt of water sample

Release test result within 7 working

days after receipt of water sample

(Pipeline Flushing within 1 - 11 hours after

report)

September 2016


Page | 26

Process flow

CCUUSSTTOOMMEERR SSEERRVVIICCEESS

How to avail of the service

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

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


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM

/ SLIP

1 Call any of DCWD hotline numbers:

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

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

within 3 mins CIU (Central Information Unit)

END OF CUSTOMER PHONE-IN TRANSACTION

September 2016


Page | 27

Process flow

CCUUSSTTOOMMEERR SSEERRVVIICCEESS

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

Billing Details

Delivery of Water Bills

High Water Consumption Investigation

No Water / Low Pressure

Special Reading of Water Consumption

Arrangement / Elevation of Water Meter

Replacement of Water Meter (Defective and Stolen Water Meter)

Transmission, Distribution, Service Line Leak Repair



DURATIO

N OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1 Customer sends communication

Receive letter / browse email and forward to concerned department

1 min Receiving department

2 Receive letter / print email and act

2 min Concerned department

END OF LETTER / EMAIL TRANSACTION

Note :

Follow corresponding internal flow of transaction of service availed.

September 2016


Page | 28

Process flow

CCUUSSTTOOMMEERR SSEERRVVIICCEESS --11



DURATIO

N OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

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

Inquire customers concern, provide priority number. Direct customer to CSD - CCD and wait for turn.

30 sec

PADO Priority Number

2 Go to CCD Customer Service Assistant (CSA).

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

copy of JMS MO.

4 min CCD CSA

JMS MO

3 Sign JMS MO and receive one copy.

JMS MO

END OF CUSTOMER IN- OFFICE TRANSACTION

ARRANGEMENT / ELEVATION OF WATER METER

September 2016


Page | 29

Process flow

CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 11

Internal Flow of Transaction


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

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

5 mins / batch

CCD CSA JMS MO

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

3 min

PAMD Office Staff JMS MO

3 Dispatch to caretaker. 2 min PAMD Supervisor

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

30 min / meter

PAMD Caretaker

5 Prepare accomplishment report and submit to PAMD office staff

5 min / account

PAMD Caretaker


ARRANGEMENT / ELEVATION OF WATER METER

Notes :

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

September 2016


Page | 30

Process flow




DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP


Inquire customer's concern, give priority number. Direct customer to CSD - CCD and wait for turn


2 Go to CSD Customer Service Attendant (CSA)

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

4 min CSA

JMS MO

3 Sign JMS MO and receive one copy

CSA JMS MO

END OF CUSTOMER IN-OFFICE TRANSACTION BILLING DETAILS INQUIRY

BILLING DETAILS

Notes :

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

Services Department (CSD) Customer Service Attendant (CSA) should be endorsed to CIU and Radio Room after 5:00

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

following working day.

September 2016


Page | 31

Process flow




DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE

and

COUNTER

FEE (PhP) FORM / SLIP


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


2 Go to BAD CSA Customer Service Assistant (CSA)

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

10 min BAD CSA Orientation Attendance Slip

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

Facilitate orientation.

Give Orientation

Attendance Certificate.


Orientation Attendance Slip Orientation Attendance Certificate

4 Receive Attendance Certificate. Go back to BAD CSA

Receive and check

Certificate. Issue Order of

Payment (Form 2) for

Change of Account Name

Service Fee

3 min BAD CSA Orientation Attendance Certificate Form 2

5 Go to teller and pay Receive Form 2 and payment. Issue Official Receipt (OR)

1 min Teller Php300 (subject to Change)

Form 2 OR

6 Receive OR and present to BAD CSA

Check OR. Prepare

Service Connection

Contract (Form 4). Inform

customer that account

name shall be changed

within 24 hours

5 min BAD CSA Form 4

7 Sign contract and receive one copy

CHANGE OF ACCOUNT NAME

END OF CUSTOMER IN-OFFICE TRANSACTION

September 2016


Page | 32

Process flow




OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

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

5 min BAD CSA MCR

2 Receive, check, approve MCR. Return to BAD CSA

2 min SUCSO - Accounts Supervisor

MCR

3 Update database. Generate summary of Change of account name daily requests. Close transaction. File.

7 min BAD CSA MCR

END OF INTERNAL FLOW

CHANGE OF ACCOUNT NAME

September 2016


Page | 33

Process flow


First Visit - Customer In-Office Transaction


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP


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


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

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

If no beneficial user - 3 working days

If with beneficial user - within 10 working days. Receive requirements, compute outstanding balance. Print and give Order of Payment (Form 2). Advise customer to go to teller and pay, return with the OR.

10 min

CCD CSA

Form 2

3 Go to teller, give Form 2 and pay.

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

1 min Teller Form 2 OR

4 Receive OR, go back to CCD CSA and present OR. Sign JMS MO and receive one copy

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

5 min CSA OR JMS MO

END OF FIRST VISIT CUSTOMER IN- OFFICE TRANSACTION

DISCONNECTION OF WATER SERVICE

September 2016


Page | 34

Process flow


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


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE (PhP)

FORM / SLIP

1 Go to teller. Give account name and payment.

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

1 min Teller OR

2 Go to Commercial Services Department (CSD) Secretary.

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

5 min CSD Secretary OR Certificate of

Full Payment

3 Release certification. File receipt copy.

1 min CSD Secretary Certificate of Full Payment

4 Receive certification.

Certificate of Full Payment

END OF SECOND VISIT CUSTOMER IN-OFFICE TRANSACTION


September 2016


Page | 35

Process flow


Internal Flow of Transaction (With Beneficial User)


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1 Forward JMS MO to Disconnection CSA

1 min CSA JMS MO

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

3 min Disconnection Office staff / CSA

JMS MO

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

15 min Disconnection Crew

JMS MO

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


JMS MO

5 Prepare and print a letter. Forward letter to CSD Manager for initial

5 min CCD Secretary JMS MO

Letter

6 Browse/Read and sign letter. 1 min CC DM Letter

7 Forward letter to CSD Secretary 1 min CCD Secretary Letter

8 Receive letter and give to CSD DM 1 min CSD Secretary Letter

9 Browse/Read and sign letter. 1 min CSD DM Letter

10 Dispatch letter 1 min CSD Secretary Letter

11 Receive letter. Record details. Dispatch to assigned crew.


Letter


September 2016


Page | 36

Process flow



Internal Flow of Transaction (With Beneficial User)


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

12 Receive and deliver letter and let the customer acknowledge receipt. Update record. Return copy file to CSD Secretary

5 min Designated Messenger

Letter

13 Receive copy and give photocopy of letter to Disconnection CSA.

1 min CSD Secretary Letter

14 Receive photocopy. Monitor. If no reply from the customer after 10 working days. Dispatch JMS MO to crew to effect disconnection.

10 calendar days

1 min

Disconnection Office staff / CSA

Letter

15 Receive JMS MO. Go to site, execute disconnection. Record latest registered consumption. Return accomplished JMS MO to Disconnection CSA.

15 min CSD Secretary JMS-MO

16 Receive completed JMS MO, update database, close transaction. Record to logbook and forward to ICTD.


JMS-MO

17 Receive accomplished JMS MO, update customer masterfile. Return JMS MO to Disconnection CSA.

2 min ICTD JMS-MO

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

5 mins/batch of 10 accounts

Disconnection Office staff / CSA

JMS-MO

END OF INTERNAL FLOW OF TRANSACTION (WITH BENEFICIAL USER)


September 2016


Page | 37

Process flow


Internal Flow of Transaction (With NO Beneficial User)


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

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

1 min

CSA JMS MO

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

3 min Disconnection CSA

JMS MO

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

15 min Disconnection Crew

JMS MO

4 Receive accomplished JMS MO, update database, close transaction. Record to logbook and forward to ICTD

3 min Disconnection CSA

JMS MO

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

2 min ICTD Staff JMS MO

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

5 min / batch of 10

accounts

Disconnection CSA

JMS MO

END OF INTERNAL FLOW OF TRANSACTION (WITH NO BENEFICIAL USER)


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

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

Notes :

September 2016


Page | 38

Process flow




DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP


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

30 sec PADO

Priority number

2 Go to CSD Customer Service Attendant (CSA)

Receive, discuss and encode in the database customers name, contact details and concern(s). Provide answer to customer if concern can be answered outright. If not, the customers concern will be processed and give feedback within 3 working days. Prepare and print Job Management System Maintenance Order (JMS MO). Let customer sign the JMS MO and give one copy.

5 min CSD CSA

4 Sign JMS MO and receive one copy.

JMS MO


HIGH WATER CONSUMPTION INVESTIGATION

September 2016


Page | 39

Process flow


Internal Flow of Phone-in and Customer In-Office Transaction


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1 Receive / Print JMS MO, GIS map and billing transaction record. Attach to Investigators Field Report Form. Forward to Investigation Supervisor.

1 min High Consumption staff / CSA

JMS MO GIS map BTR IFR Form

2 Receive, assign and turnover JMS MO and attachments to CSA-Investigator.

1 min SUCSO Investigation Supervisor


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

15 min CSA - Investigator


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

1 min SUCSO-Investigation Supervisor


5 Receive and update database

1 min High Consumption staff /CSA

JMS MO GIS map BTR FR Form

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

3 min CIU staff

END OF INTERNAL FLOW OF PHONE-IN AND

CUSTOMER IN-OFFICE TRANSACTION


September 2016


Page | 40

Process flow


Letter- request / complaint


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1 Go to PADO for assistance.

Inquire customer's concern, give priority number. Direct customer to CSD Secretary

30 sec PADO Priority Number

2 Go to CSD Secretary. Submit letter-report/compliant.

Receive letter.

30 sec CSD Secretary Letter

END OF LETTER- REQUEST / COMPLAINT


September 2016


Page | 41

Process flow


INTERNAL FLOW - letter request/complaint


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP) FORM / SLIP

1 Scan, record letter and give to CSD Manager

4 min CSD secretary Letter

2 Read letter, endorse to Customer Care (CC) Division Manager.

1 min CSD Manager Letter

3 Forward letter to Customer Care Division Secretary.

1 min CSD Secretary Letter

4 Receive, record, give letter to CC Division Manager.

1 min CCD Secretary Letter

5 Evaluate letter. Endorse to Investigation Supervisor thru CCD Secretary

1 min CCD Manager Letter

6 Forward letter to Investigation Supervisor

1 min CCD Secretary Letter

7 Endorse to CSA/Hi-Con staff for preparation of JMS-MO

1 min SUCSO Letter

8 Receive letter, load, print JMS MO, GIS map and billing transaction record. Attach to Investigators Field Report Form. Forward to Investigation Supervisor.

1 min CSA Letter JMS-MO & GIS Map Investigators Field Report Form

9 Receive, assign and turnover JMS MO and attachments to CSA-Investigator.

1 min SUCSO Letter JMS-MO & GIS Map Investigators Field Report Form

10 Investigate on site. Accomplish JMS MO, Investigators Field Report form and return to Investigation Supervisor

15 min CSA Investigator

JMS-MO & GIS Map Investigators Field Report Form

11 Receive, log accomplished JMS MO and forward to CSA.

1 min SUCSO JMS-MO & GIS Map Investigators Field Report Form

12 Receive and update database. 1 min CSA JMS-MO

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

3 min CIU


END OF INTERNAL FLOW - LETTER REQUEST/COMPLAINT

September 2016


Page | 42

Process flow


Internal Flow Transaction - ( Letter / Email )


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1 Receive letter / email. Assign to Zone in-charge.

2 min Pipelines and Appurtenances Maintenance Department (PAMD) Manager

Letter / Print out email

2 Go to site and assess. Inform customer of findings.

Relay findings to PAMD staff for loading at JMS

Within 11 hours

Zone-in-charge Letter / Print out email

3 Receive call / text. Update JMS

2 min PAMD staff

4 Browse JMS and feedback to customer

2 min Central Information Unit (CIU)


( Letter / Email )

NO WATER / LOW PRESSURE

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

Service Assistant will immediately give feedback to customer upon receiving the call. No need to send the

caretaker team to investigate.

Notes :

September 2016


Page | 43

Process flow


Internal Flow of Transaction - from 7:30am-5:00pm (JMS Maintenance Order)


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1 Browse JMS. Print JMS MO. Forward to supervisor

2 min PAMD Staff Print JMS-MO

2 Relay to caretaker thru text or call

2 min Supervisor / in-charge

2 Receive text / call. Go to site and assess. Report findings to PAMD staff

within 11 hours

Caretaker

3 Receive text / call. Update JMS

2 min PAMD Staff



END OF INTERNAL FLOW OF TRANSACTION from 7:30am-5:00pm (JMS Maintenance Order)

Internal Flow of Transaction - from 5:00pm-7:30am and during holidays (JMS Maintenance Order)


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1 Browse JMS for request/complaint/report. Dispatch crew via radio

2 min Ect. Comm. Sys. Op (ECSO)

2 Go to site. Report findings to ECSO via radio

w/in 11 hours

Emergency Crew

3 Receive call. Update JMS 2 min Ect. Comm. Sys. Op (ECSO)



END OF INTERNAL FLOW OF TRANSACTION from 5:00pm - 7:30am and during holidays (JMS Maintenance Order)

NO WATER / LOW PRESSURE

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

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

Notes :

September 2016


Page | 44

Process flow




OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP


Inquire customer's concern, give priority number and direct to CCD and wait for turn.


2 Go to CCD Customer Service Assistant (CSA), report defective neter.

Discuss and evaluate customer request. Check billing details. If disconnected, follow reconnection process. If stolen meter, require a photocopy of any valid ID and authorization, if applicable.

4 min CSA JMS MO


JMS MO


REPLACEMENT OF DEFECTIVE WATER METER

September 2016


Page | 45

Process flow


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


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1 Forward letter / email / Job Management System Maintenance Order (JMS MO) to Investigation Staff .


JMS MO

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

4 min Investigation Staff / CSA


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

5 min Investigation Staff


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

5 min Investigation Staff / CSA

END OF INTERNAL FLOW OF TRANSACTION WITHIN 3 DAYS After Customer In-Office Transaction or Receipt of Letter / Email


September 2016


Page | 46

Process flow



(A) Water Meter is Defective

STEP

CUSTOMER

SERVICE PROVIDER

DURATION

OF ACTIVITY


COUNTER

FEE

(PhP) FORM / SLIP

1

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

5 min Change-meter Staff / CSA

JMS MO GIS map BTR Investigator's

Field Report (IFR) Form

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

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

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

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

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

20 min Change Meter Crew


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

5 min PAMD Staff 2 JMS MO

6 Receive JMS MO. Update master file on meter details

2 min ICTD Staff JMS MO

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

JMS MO

END OF INTERNAL FLOW OF TRANSACTION (A) Water Meter is Defective


September 2016


Page | 47

Process flow


Internal Flow of Transaction (B) Water Meter Investigation Result is not Conclusive


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1

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

5 min Water Meter Maintenance Division (WMMD) Staff

JMS MO

2 Receive and endorse JMS MO to Field Testing crew.

2 min Meter Technology Unit

JMS MO

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

30 min Field Testing Unit

JMS MO

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

3 min WMMD Staff JMS MO

END OF INTERNAL FLOW OF TRANSACTION (B) Water Meter Investigation Result is not Conclusive


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

is Defective on page 46.

Notes :

September 2016


Page | 48

Process flow


Customer In-Office Transaction (Outright Payment or Charge to Bill)


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE

and

COUNTER

FEE

(PhP)

FORM /

SLIP


Inquire customer's concern, give priority number. Direct to CCD and wait for turn.


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

Discuss and evaluate customer request. Check billing details. If disconnected, follow reconnection process. If stolen meter, require a photocopy of any valid ID and authorization, if applicable.

4 min CCD CSA

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

Receive, check requirements and update database. Print and let customer sign JMS MO. Give one copy. Compute stolen meter fee. Ask customer if will pay outright or charge to bill. (a) * if outright payment,

Print Form 2 (order of payment) and advise customer to pay at teller cost of meter.

(b) ** If charge to bill, prepare Debit Memo Request (DMR), give DMR to Supervisor & CCDivM for approval and signature

(a) 3 min - simple 4 min complex

(b) 5 min

CCD CSA JMS MO Form 2

4 (a) *(If outright payment) Go to teller and Pay

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

1 min Teller Current cost of water meter

JMS MO Form 2 R

REPLACEMENT OF STOLEN WATER METER

September 2016


Page | 49

Process flow



Customer In-Office Transaction (Outright Payment or Charge to Bill)


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

4 (b) ** (If charge to bill) evaluate request and affix initials/signature to DMR

1 min NSC Supervisor & CCDivM

5 (a) *(If outright payment) Go back to CSA and present OR

*(If outright payment) , Check OR to validate. Inform customer that the installation of new water meter will be done within 24 hours.

1 min BAD CSA OR

5 (b) ** (If charge to bill) Direct customer to Billing and Accounts Division (BAD) for Promissory Note (PN) (From 3). Endorse DMR to billing division for PN.

30 sec CCD CSA

6 Go to BAD CSA Discuss. Prepare PN (Form 3). Let customer sign.

3 min BAD CSA PN Form (Form 3)

7 Sign PN and return back to BAD CSA

Receive PN ( form 3), give to SUCSO for approval and signature

30 sec Supervisor- Accounts

PN Form (Form 3)

8 Evaluate PN (Form 3) and affix signature. Return to BAD CSA

30 sec Supervisor- Accounts

PN Form (Form 3)

9 Give one copy of approved PN (Form 3) to customer

30 sec BAD CSA PN Form (Form 3)

10 Receive copy of PN (Form 3)

PN Form (Form 3)

END OF CUSTOMER IN- OFFICE TRANSACTION (Outright Payment or Charge to Bill)


September 2016


Page | 50

Process flow


Internal Flow of Transaction (Outright Payment or Charge to Bill)


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP) FORM / SLIP

1 Assign control number to the DM, log and forward copy to ICTD

1 min BAD CSA JMS MO MCR, if

necessary DMR

2 Load charges to database 1 min ICTD STAFF

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

3 min CSA JMS MO SRS MCR, if

necessary DMR

4 Approve SRS. Return SRS to SM in-charge

2 min CCDM & CSDM

JMS MO SRS MCR, if

necessary DMR

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

2 min CSA JMS MO SRS MCR, if

necessary DMR

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

2 min Foreman/Re-installation Crew

JMS MO SRS MCR, if

necessary DMR

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

5 min Storekeeper JMS MO SRS MCR, if

necessary DMR

8 Receive materials, JMS MO and SRS copy

1 min CSD Water Maintenance Foreman

JMS MO SRS MCR, if

necessary DMR


September 2016


Page | 51

Process flow



Internal Flow of Transaction (Outright Payment or Charge to Bill)


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

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

10 min CD Water Maintenance Foreman

JMS MO SRS MCR, if

necessary DMR

10 Receive accomplished JMS MO. Update database and endorse to Information and Communications Technology Department (ICTD)

10 min CCD CSA JMS MO SRS MCR, if

necessary DMR

11 Receive DM request from CSA Stolen Meter in-charge. Prepare Debit Memo (DM) and Credit Memo (CM). Assign control number. Forward documents to Supervising Utilities/Customer Services Officer (SUCSO) Billing Supervisor.

1 min BAD CSA JMS MO MCR, if

necessary DMR

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

1 min SUCSO Billing Supervisor

JMS MO MCR, if

necessary DMR

13 Approve DM. Forward documents to ICTD for loading.

ABDM DMR

END OF INTERNAL FLOW OF TRANSACTION (Outright Payment or Charge to Bill)


September 2016


Page | 52

Process flow


First Visit - Customer In-office Transaction -


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP


Inquire customer's concern, give priority number. Direct to CCD and wait for turn.


2 Go to CCD Customer Service Assistant (CSA), and request for repositioning of meter.

Receive documents, Evaluate, encode remark(s) in the Job Management System (JMS), print JMS MO and let customer sign the JMS MO. Endorse to Repositioning of Meter in-charge / CCD CSA. Advise customer that site inspection will be done within 3 days.

4 min CCD CSA JMS-MO


JMS-MO

END OF FIRST VISIT Customer in-office Transaction

REPOSITIONING OF WATER METER

September 2016


Page | 53

Process flow


Internal Flow of Transaction - After First Visit Customer In-office Transaction


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1 Check/validate and update database 1 min CCD CSA

2 Print Geographic Information System (GIS) map, Job Management System Maintenance Order (JMS MO), and give to Investigation Supervisor

1min CCD CSA GIS Map JMS-MO

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

1 min SUCSO GIS Map JMS-MO

4 Receive JMS MO, conduct inspection . Note down investigation result in the accomplished form and return to Investigation Supervisor.

15 min CSA Investigator

GIS Map JMS-MO

5 Receive JMS MO. Forward to CCD - CSA

2 min SUCSO GIS Map JMS-MO

6 Receive and file accomplished JMS MO. Update database.

2 min CSD CSA GIS Map JMS-MO

7 Inform customer to pay 3 min CSD CSA

END OF INTERNAL FLOW OF TRANSACTION After First Visit Customer In-office Transaction


September 2016


Page | 54

Process flow

CCUUSSTTOOMMEERR SSEERRVVIICCEESS 99

Second Visit - Customer In-office Transaction


DURATION

OF

ACTIVITY

PERSON-IN-

CHARGE

and

COUNTER

FEE (PhP) FORM /

SLIP


Inquire customer's concern, give priority number, direct to CCD. Give priority number and wait for turn.


2 Go to CCD - CSA and verify request for repositioning of meter

Retrieve JMS MO. Prepare Order of Payment (Form 2) and give to customer. Direct customer to teller for payment and to go back to CSA with the Official Receipt (OR).

2 min CCD CSA JMS-MO Form 2

3 Go to teller, present Form 2 and pay

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

1 min Teller Current Repositioning fee

Form 2 OR

4 Go back to CSA and present OR

Record payment details to JMS MO and advise customer that repositioning of water meter will be done within two working days

1 min CCD CSA

END OF SECOND VISIT Customer in-office Transaction


September 2016


Page | 55

Process flow


Internal Flow of Transaction - After Second Visit Customer In-office Transaction


OF ACTIVITY

PERSON-IN-

CHARGE and

COUNTER

FEE

(PhP)

FORM /

SLIP

1 Update, Dispatch and turn-over Job Management System Maintenance Order (JMS MO) to Installation Crew

2 min CSA-CCD JMS-MO

2 Execute the repositioning water meter based on JMS MO

30 min NSC Team GIS Map JMS-MO

3 Accomplish JMS MO and return JMS MO to CSA office staff

2 min NSC Team GIS Map JMS-MO

4 Update database of completed repositioning of meter. File.

2 min CSA-CCD GIS Map JMS-MO

END OF INTERNAL FLOW OF TRANSACTION After Second Visit Customer In-office Transaction


September 2016


Page | 56

Process flow


Internal Flow of Transaction - (a)* Letter/Email Transaction

Documents

TABBLLEE TOOFF TCCOONNTEENNTSS€¦ · ... Photocopy of Notarized Deed of Absolute Sale c) Photocopy of Notarized Conditional Sale d) Photocopy of Notarized Deed of ... Extra-Judicial