alaminos city water district alaminos city pangasinan · according to sec. 5 of title ii of pd 198,...

ALAMINOS CITY WATER DISTRICT

Alaminos City Pangasinan

CITIZEN’S CHARTER

2019 (1st Edition)

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CITIZEN’S CHARTER

2019 (1st Edition)

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AGENCY PROFILE:

On March 25, 1976, the Alaminos Water District (AWD) was formed by virtue

of Presidential Decree (PD) No. 198, as amended by PD 768 through a

Resolution of the Sangguniang Bayan of the Municipality of Alaminos dated

September, 1976 under the initiative and leadership of then Municipal Mayor

Leon M. Rivera, Jr. In response to the call for improvement of local water utilities

necessary to optimize public service, the Alaminos Water District (AWD) was

declared as the 34th Water District registered in the Local Water Utilities

Administration (LWUA) in the Philippines.

By virtue of Republic Act 9025, the Municipality of Alaminos was converted into

Alaminos City and by the power of the people′s “Yes” vote through a plebiscite

on March 28, 2001, it made Alaminos the fourth city in the Province of

Pangasinan. With this development, the Alaminos Water District adopted its

new name, the Alaminos City Water District (ACWD) in October 2002.

I. Mandate: Presidential Decree 198 or

“The Provincial Water Utilities Act of 1973” (PD 198)

According to Sec. 5 of Title II of PD 198, the purpose of forming a local water

district include the following:

1) 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,

2) providing, maintaining and operating wastewater collection, treatment

and disposal facilities, and

3) conducting such other functions and operations incidental to water

resources development, utilization and disposal within such districts,

as are necessary or incidental to said purpose.

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II. Vision: “By 2024, we will be the Premier Water Utility in Pangasinan that provides

quality water and services in compliance with International Standards.”

III. Mission:

“To distribute best quality, sustainable and affordable water and services

without compromising our natural resources.”

IV. Service Pledge: “We commit to consistently distribute adequate, safe and potable water to

our concessionaires though the provision of affordable and cost effective

services.

“We commit to comply with all statutory requirements and ensure continual

improvement of all our operating processes.”

“Attend to all applicants or requesting parties who are within the premises

of the office prior to the end of official working hours and during lunch break.”

V. Core Values:

ACWD ay TAPAT

A – Accountability

C - Customer Oriented

W – Worthiness

D – Dedication

T – Transparency

A – Adaptability

P – Professionalism

A – Awareness

T – Teamwork

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LIST OF SERVICES PAGE NUMBER

Head Office 6-23

External Services 6-36 A. COMMERCIAL SERVICES DEPARTMENT

1. Inquiry on Application for New Connection 7 2. Attendance to Orientation on Application for New Connection 8

3. Issuance of Application and Contract 9

4. Site Inspection, Verification & Materials Estimation 10

5. Payment of Fees Re: Application for New Connection 11

6. Tapping and Connection of Water Meter 12

7. Application for Reconnection of Water Services 13

8. Water Bill Payment 15

9. Application for Senior Citizen Discount 16

10. Application for Water Bill 10% Discount (One – Time Availment) 18

11. Request for Change of Account Name 20

12. Request for Transfer of Water Meter Location/Tapping 21

13. Report Leakages, Service Line Repair, Broken Pipelines, etc. 22

Branch Office 24 - 36

B. ENGINEERING SERVICES DEPARTMENT

a. Request for Certificate of Potability for Preceding Months 25 b. Request for Certificate of Potability for Ensuing Months 27

C. ADMIN AND HUMAN RESOURCE DEPARTMENT

a. Processing of Job Applications from Walk-In Applicants

for Any Positions Available 29 b. Processing of Job Applications from Walk-In Applicants

for Posted Vacancies 31

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HEAD Office

EXTERNAL SERVICE Category

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1. Inquiry on Application for New Connection These guidelines shall apply to all customers applying for new water service connection within the areas covered by the ACWD.

Office or Division: Customer Accounts Division

Classification: Simple

Type of Transaction: G2C Government to Citizen

Who may avail: ALL CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Checklist for the Application of Water Service Customer Service Desk – Head Office Lobby

CLIENT STEPS AGENCY ACTIONS FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Inquire about New Connection Application and Receive a Copy of Checklist of New Water Service Connection Application

Requirements are as follows:

a. Original & Photocopy of Land Tax Dec. (latest)

b. Copy of Lease/Rental

Agreement or Contract - if applicable

c. Original Building Permit (for new/ongoing construction) – if applicable

If Applicant is Not the declared Land Owner:

Copy of Marriage Contract/Certificate, if the declared owner is the spouse

Notarized Deed of Absolute Sale, if Not Yet transferred (present original)

Authorization from the land owner & a copy of his/her Valid ID & Brgy. Certificate

In case the declared owner is deceased, attach a copy of Death Certificate.

d. Photocopy of 1 Valid Id with picture (present original)

e. Sketch or Drawing of location including 2 Nearest neighbors with Water Connection (Borrow 2 Water Bill Receipts)

1. Respond to the query and Hand the client a Checklist for New Water Service Connection and Provide an Information about the needed requirements for New Connection.

Advise the Client to Attend an Orientation which happens every Tuesdays or Thursdays, 9:00 AM at the ACWD Head Office.

None 10 Minutes Utilities/Customer Service Asst. (U/CSA) / Office Assistant

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2. Attendance to Orientation on Application for New Connection These guidelines shall apply to all customers applying for new water service connection within the areas covered by the ACWD.





Checklist for the Application of New Water Service Connection

Customer Service Desk – Head Office Lobby

CLIENT STEPS AGENCY ACTIONS

FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Sign in the Orientation Attendance Sheet

1. Hand the Orientation Attendance Sheet


2. Attend the Orientation in the ACWD Head Office. (Scheduled every Tuesdays and Thursdays at 9am – 10am)

2. Orient and Explain the following: Required Documents

for New Application

Fees to be Paid

Types of Connection

Water Meter

Water Meter Reading Schedule

Water Bill Payment including penalties and charges

Disconnection

Policies on Tampering, Illegal Connections

Service Requests on Repairs and Leaks.

None 1 Hour Executive Assistant, Utilities/Customer Service Asst. (U/CSA) / Office Assistant

3. Secure/complete the necessary documents required for the Application of New Water Connection based on the Orientation. Note: Documents must be completed within 6 months.

3. Remind the Client about the completion of necessary documents.


4. Fill-out the Feedback Form. Submit back the Filled out Feedback form

4. Issue a Feedback Form. Receive the Filled out Feedback form

None 5 minutes Utilities/Customer Service Asst. (U/CSA) / Office Assistant

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3. Issuance of Application and Contract Re: Application for New Connection

These guidelines shall apply to all customers applying for new water service connection within the areas covered by the ACWD.


Classification: Complex






FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

2. Submit required documents to Customer Service Desk for initial assessment & verification.

2. Received the required documents and check for completeness.


3. Receive and Fill Out the Application and Contract for Water Service Form

3. Issue Application & Contract for Water Service Form to be filled up by the applicant.


4. Submit filled-out Application and Contract for Water Service Form for encoding.

4. Encode the applicant details to the Total Customer Management System (TCMS).

Application Forms including its attachments will then be forwarded to Customer Service Division for site verification & materials needed for the connection.


5. Wait for a Notification (Call/Text) from the Customer Service Division re: Site Visit for Verification and Estimation of Materials.

Note: Ensure that you are

present (or a representative) when the Verification/Site Inspection Team visits your area.

5. Advise the client to wait for the Verification/Inspection Team to visit the actual sit of the New Connection

None 7 Days Utilities/Customer Service Asst. (U/CSA) / Office Assistant

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4. Site Inspection, Verification & Materials Estimation Re: Application for New Connection These guidelines shall apply to all customers applying for new water service connection within the areas covered by the ACWD.

Office or Division: Customer Service Division

Classification: Simple Type of Transaction: G2C Government to Citizen

Who may avail: ALL

CHECKLIST OF REQUIREMENTS WHERE TO SECURE




FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Confirms the Actual location of the New Connection

1. Conduct Site Visit, Location Verification and Estimation

None 5 Minutes Plumber C/Plumber Assistant

2. Agrees with the Estimation of Materials and signs the Verification Report Form

2. Show the Estimate of Materials Needed for the Connection and ask the Client to sign the Verification Report Form.


3. Visit the ACWD Head Office to Pay the necessary fees (including Application Fee and Materials to Be used).

3. Advise the Client to visit the Office to pay the necessary fees (including Application Fee and Materials to Be used).


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5. Payment of Fees Re: Application for New Connection These guidelines shall apply to all customers applying for new water service connection within the areas covered by the ACWD.


Classification: Simple – Highly Technical Application






FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Customer Service Desk at the ACWD Head Office and Follow Up on the Status of New Connection Application

Pay the Necessary Fees: Application Fee and Cost of Materials

1. Verify the Completeness of the New Application Request: Pull out the Client’s

File: o Check if all

Documents have been submitted and completed

o Signed verification Report Form

Advice the Client to pay the necessary fees: Application Fee and Cost of Materials


2. Proceed to Teller 1 or 2 for the Payment.

Return to Customer Service Desk for Actual Connection Schedule

Note: Secure an Official

Receipt upon payment.

2. Receive the Payment:

Application Fee Residential: 2500 Commercial: 6600

Cost of Materials

Residential

Connection: PHP 2,500.00 plus Cost of Materials

Commercial/Business

Connection: PHP 6,600.00 Plus cost of Materials

5 Minutes Utilities/Customer Service B or Teller

4. Get the Schedule of Actual Tapping and Connection of the Water Meter.

4. Schedule the Connection & Advise the client to wait for 15 - 20 Days for the Actual Tapping & Connection of the Water Meter.


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6. Tapping and Connection of Water Meter Re: Application for New Connection These guidelines shall apply to all customers applying for new water service connection within the areas covered by the ACWD.



Who may avail: ALL





FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Receives a Notification from ACWD of the Schedule of Connection

1. Notifies the Client Re: New Connection Schedule


2. Monitor (Supervise if necessary) the Tapping and Installation of the Water Meter

2. Visit the Location of the Site of the New Connection and Advise the Client of the Activity

Tap the Connection and Install the Water Meter

None 1 Hour to 3 days Plumber C and Plumber Assistant

3. Check and observe the Testing and Troubleshooting activities.

3. Test &Troubleshoot (if necessary) the New Connection. Check the ff: a. Possible Leaks b. Water Meter Reads c. Installation Form o Is it Tilted? o Is it Sturdy? o Spaghetti

Connection o Location of tapping

None 10 Minutes Plumber C and Plumber Assistant

4. Fill-out the Feedback Form and Sign the Memorandum Receipt

4. Issue a Feedback Form and have the Client sign the Memorandum Receipt.

None 5 minutes Plumber C and Plumber Assistant

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7. Application for Reconnection of Water Services These guidelines shall apply to all customers requesting for reconnection of water services within the areas covered by the ACWD.



Who may avail: ALL


Checklist for the Application of Reconnection of Water Service Connection



FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Customer Service Desk at the ACWD Head Office and Inquire about reconnection process

1. Receive inquiry on

how to apply for

reconnection.


2. Mention the details of the Reconnection Requests:

Name

Address

Location of the Water Meter for Reconnection

2. Takes note of the details of the disconnected account, pulls up the client’s file and verifies the outstanding balance, if any, and the date of disconnection. Note: If the account

has been disconnected for more than six (6) months, informs the client to attend orientation which is held every Tuesdays and Thursdays, 9:00AM at ACWD Main Office.


3. Receive and fill out a Reconnection Form

3. Issue a Reconnection Form and advice the client to pay remaining balance and reconnection fee.


CONTINUE ON THE NEXT PAGE…

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RECONNECTION OF WATER SERVICES….

4. Proceeds to the Teller to Pay the remaining balance or unpaid dues plus the reconnection fee. Note: Ensure that all

Application for Reconnection is Properly Filled – Out and an Official Receipt is issued upon payment

4. Accept the payment of reconnection fee and outstanding balance, if any and an Official Receipt for the payment of reconnection fees received and Water Bill Receipt for the outstanding balance, if any. Reconnection Fees: a. Residential: PHP 500 b. Commercial: PHP 1000

Forward Reconnection application to the Customer Service Division for the scheduling of reconnection, verification or estimate of materials needed.

Unpaid Dues

PHP 500 (Residential)

PHP 1000 (Commercial/Business)

5 minutes Utilities/Customer Service B or Teller

5. Proceed to the Customer Service Desk for the Schedule of Site Visit, Materials Estimation (if any) and Reconnection of Water Services.

5. Advice the client about the Schedule of Site Visit, Materials Estimation (if any) and Reconnection of Water Services.


6. Fill-out the Feedback Form and Sign the Service Request

6. Issue a Feedback Form and have the Client sign the Service Request.


Important Information: A. In case the application for reconnection merely involves the removal of ACWD padlock from

the installed water meter, it shall be done within the day provided that payment shall be made before 4:00PM only, and the affected concessionaire is located within five (5) kilometers from the ACWD Head Office.

B. If the water meter has already been removed/claimed by the ACWD, reconnection of water

service shall be done within the day provided that the payment of reconnection fees, materials

and arrears shall be made before 12:00PM.

C. For payments made after 12:00 noon, the Application for Reconnection shall be recorded and

processed on the same day but shall be reconnected the following working day.

D. For disconnected water service over Six (6) months the reconnection fee are as follows:

Residential: PHP 2,500.00 - Commercial/Business: PHP 6,600.00

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8. Water Bill Payment These guidelines shall apply to all customers paying for water services consumed in a month within the areas covered by the ACWD.



Who may avail: ALL


Billing Statement Customer Service Desk – Head Office Lobby


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Customer Service Desk at the ACWD Head Office, present your Water Bill Statement, ask for a Cue Number, then proceed to the Customer’s Waiting Lounge. Wait for your Cue number to be called.

Note: In the absence of a Billing Statement, write down on a piece of paper the Name of the Water Meter Account Holder and the Location/Address of the Account Holder where the water meter is installed.

1. Issue a Cue number to the Client from the TCMS (Total Customer Management System)

None 1 Minute Utilities/Customer Service Asst. (U/CSA) / Office Assistant

2. Once Cue Number is called, proceed to either Teller 1 for Payment.

Note: Proceed to Teller 2 (Priority Lane) for PWD’s, Pregnant Women and Senior Citizen.

2. Call out the cue number for payment


3. Hand over the Water Bill Statement to the Teller.

3. Receive the Water Bill Statement, pull up the Client’s Account.

None 2 Minutes Utilities/Customer Service B or Teller

4. Confirm and Pay the Water Bill as stated in the Billing Statement. Note: Ensure that a Water Bill Receipt is Issued.

Receive the Payment from the client and Issue a Water Bill Receipt

None 2 Minutes Utilities/Customer Service B or Teller




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9. Application for SENIOR CITIZEN DISCOUNT These guidelines shall apply to SENIOR CITIZEN customers who are requesting for Senior Citizen Discount on water services within the areas covered by the ACWD.



Who may avail: Senior Citizen


Checklist for the Application of Senior Citizen Discount



FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Customer Service Desk at the ACWD Head Office and Inquire about Senior Citizen Discount Availment Process

1. Receive inquiry on how to apply for Senior Citizen Discount Availment


2. Secure the following documents: a. Senior Citizen ID b. Photocopy of the Senior Citizen ID c. Barangay Certificate d. Photocopy of Water Bill

2. Advise the Client (Senior Citizen) to secure the following documents: a.Senior Citizen ID

b.Photocopy of the Senior Citizen ID c.Barangay Certificate d.Photocopy of Water Bill (Original and Latest)

Note: in the absence of a Senior Citizen ID, the Client may present a PSA Birth Certificate.


3. Fill-out the Senior Citizen Discount Form

3. Issue a Senior Citizen Discount Form



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SENIOR CITIZEN DISCOUNT…

4. Hand the required documents and the filled-out Senior Citizen Discount Form

4. Receive and Verify the Completeness of the Senior Citizen Discount Request: a. Check if all Documents are present b. Filled-out and Signed Senior Citizen Discount Form

Endorse the documents to the Department Manager for Account and System Update (Senior Citizen Discount Application)

None 5 Minutes Department Manager Utilities/Customer Service Asst. (U/CSA) / Office Assistant

5. Receive an advice that the Senior Citizen Discount has been applied to the account.

5. Advice the Client (Senior Citizen) that Discount has been applied and will be reflected in the next billing.





Important Note:

5% Discount is given to Senior Citizens who have Residential Connection and not over 30

cubic meters of water is consumed.

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10. Application for WATER BILL 10% DISCOUNT (One-Time Availment) These guidelines shall apply to all customers requesting for a Water Bill Discount due to unreported and undetected leaks (before or after the meter leakage) which resulted to high water consumption and a shocking water bill statement.

Office or Division: Customer Accounts Division Classification: Simple


Who may avail: ALL


Billing Statement Customer Service Desk – Head Office Lobby


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Customer Service Desk at the ACWD Head Office and Inquire about Water Bill 10 % Discount availment.

1. Receive inquiry on

how to apply for Water Bill 10% Discount availment.


2. Report the details where there is high water consumption and request for availment of 10% discount:

Account Name

Address

Location of the Water Meter

2. Takes note of the details of the account, pulls up the client’s file and verifies the outstanding balance and history of water consumption. Endorse the concern to the Customer Service Division for issuance of service request form relative to the request of availment of 10% Discount.


3. Receive an advice that the availment of 10% Discount due to high consumption (unreported and undetected leaks) is subject for site inspection and investigation to identify if the high consumption is caused by the following leakage: a. before the meter b. after the meter

3. Inform the customer that the request is subject for site inspection and investigation to identify if the high consumption is caused by the following leakage: a. before the meter b. after the meter



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AVAILMENT OF 10% Discount (1-time only)…

4. Advised to wait for a day or 24 hours for the identification of the cause of leak.

4. Conduct site inspection and investigation of the leakage to identify the kind of leakage. a. before the meter b. after the meter

None 1 Day Plumber C/Plumber Assistant

5. Receive a notification (call/text or inform the client directly) about the result of the site inspection and leak investigation.

5. Report to the Client the result of the site inspection and leak investigation. Result: After the meter leak, advise the client to hire a private plumber to fix the leak ASAP so as not to incur more high consumption in the next billing. Inform the client to pay the bill and may opt to use the 1-time 10% discount availment.

None 5 minutes Plumber C/Plumber Assistant

6. Receive a copy of the adjusted billing and prepare the payment.

6. Forward the Service Request accomplishment to the Department Manager for the necessary billing adjustment.

None 5 minutes Plumber C/Plumber Assistant Department Manager

7. Proceed to Teller 1 and Pay the Adjusted Water Bill (with 10% Discount). Note: Ensure that a copy of the water bill receipt is issued.

7. Receive the Adjusted Water Bill Statement Payment. Issue a Water Bill Receipt.

Adjusted Water Bill (with 10% Discount) Note: One- Time only

5 minutes Utilities/Customer Service B or Teller




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11. Request for Change of Account Name These guidelines shall apply to all customers requesting for Change of Account Name.



Who may avail: ALL


Change of Account Name Customer Service Desk – Head Office Lobby


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Customer Service Desk at the ACWD Head Office and Inquire about Change of Account Name

1. Receive inquiry on Change of Account Name


2. Secure the following documents: a. Authorization Letter or Deed of Sale b. Death Certificate (if the Account Owner is Deceased) c. Barangay Certificate d. Change Name Fee: PHP 200

2. Advise the Client to secure the following documents and fees: a. Authorization Letter or Deed of Sale b. Death Certificate (if the Account Owner is Deceased) c. Barangay Certificate d. Change Name Fee: PHP 200


3. Hand the Required documents and Prepare the Change Name Fee

3. Receive the Documents & endorse it for Account Name Change

None 5 minutes Utilities/Customer Service Asst. (U/CSA) / Office Assistant Department Manager

4. Proceed to Teller 1 and Pay the Change Name Fee. Note: Ensure that a copy of the Official Receipt is issued.

4. Receive the Change Name Fee and Issue an Official Receipt.

PHP 200.00 5 Minutes Utilities/Customer Service B or Teller

5. Receive an advice that the account name has already been changed and updated.

5. Inform the Client about the Account Name change.

None 2 Minutes Utilities/Customer Service Asst. (U/CSA) / Office Assistant Department Manager




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12. Request for Transfer of Water Meter Location/Tapping These guidelines shall apply to all customers requesting for Transfer of Water Meter Location and Transfer of Tapping Point.



Type of Transaction: G2C Government to Citizen Who may avail: ALL


Transfer of Water Meter Location/Tapping



FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Customer Service Desk at the ACWD Head Office and Inquire about Transfer of Water Meter Location/Tapping

1. Receive inquiry on Transfer of Water Meter Location / Tapping


2. Request for Transfer of Water Meter Location / Tapping. Advised that the request is being processed and will be endorsed for Site Inspection and Estimation of Cost of Materials to be used for transfer of tapping to pay the necessary fees.

2. Issue a Service Request and Advise the Client that his/her request is being processed and will be endorsed for Site Inspection and Estimation of Cost of Materials to be used for transfer of tapping.

None

5 Minutes Utilities/Customer Service Asst. (U/CSA) / Office Assistant

3. Advised to wait for the processing, inspection and estimation of the Transfer of Tapping will take 1 – 7 days.

3. Advise the client to wait for the processing, inspection and estimation of the Transfer of Tapping will take 1 – 7 days. Endorse the Request to the Plumbers for Site Inspection and Cost Materials Estimation

None


4. Monitor and Observe the Site Inspection and Cost of Materials Estimation Process. Advised to Pay for the Transfer of Tapping/ Location Fees plus Materials to be used.

4. Site Inspection and Cost Materials Estimation. Advise the Client to Pay for the Transfer of Tapping/Location Fees plus Materials to be used.

None

10 Minutes Plumber C and Plumber Assistant

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5. Prepare the Payment for Transfer of Water Meter Location/Tapping Fee.

5. Documents will be endorsed to the Teller Re: Transfer of Water Meter Location / Tapping Fee.


6. Pay the Transfer of Water Meter Location/ Tapping Fee plus Cost of Materials to be used Note: Ensure that a copy of the Official Receipt is issued.

6. Receive the Payment for Transfer of Water Meter Location / Tapping fee and Cost of Materials to be used and Issue an Official Receipt.

Tapping Only PHP 350.00 Tapping and Location PHP 750.00 Plus Materials & Fittings Needed

5 Minutes Utilities/Customer Service B or Teller

7. Receive an advice that the Request for Transfer of Water Meter Location/Tapping is in process and will take 1 Day waiting period for the Transfer (upon payment of fees)

7. Inform the Client that Client’s Request for Transfer of Water Meter Location/ Tapping is in process (1 Day Waiting Period). Endorse the Documents to the Plumbers for Appropriate Action.

None 2 Minutes Utilities/Customer Service Asst. (U/CSA) / Office Assistant Department Manager

8. Observe and Monitor the Actual Transfer of the Water Meter Location Activities.

8. Perform the Actual Transfer of location of the Water Meter. Test &Troubleshoot (if

necessary) the Transfer Check the ff: a. Possible Leaks b. Water Meter Reads c. Installation Form o Is it Tilted? o Is it Sturdy? o Spaghetti

Connection o Location of tapping

None 10 Minutes Plumber C and Plumber Assistant




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13. Report Leakages, Service Line Repair, Broken Pipelines, etc. These guidelines shall apply to all customers who reports Leaks, Service Line Repair and Broken Pipelines.

Office or Division: Customer Service Division and Construction and Maintenance Division




Leak, Service Line Repairs and Broken Pipelines



FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Customer Service Desk at the ACWD Head Office and Report Leaks, Service Line Repair or Broken Pipelines.

1. Receive a report on Leaks, Service Line Repair or Broken Pipelines.


2. Report the Location of the Incident (Specific Address or Barangay, Nearest landmark), when did the leak happen or how long has it been leaking. Provide Contact Details.

2. Ask the Client the Location of the Incident (Specific Address or Barangay, Nearest landmark), when did the leak happen or how long has it been leaking. Name and Contact Details.

None


3. Advised that the concern has been recorded and a Service Request is made.

3. Draft a Service Request and Encode the following: Location of the Incident (Specific

location or Nearest

landmark) & Contact Details. Forward the Filled out Service Request to Construction & Maintenance.


4. Advised that the Report has been forwarded to the Construction and Maintenance Division who will act on the report. Advised that the repair might take 1 – 3 days.

4. Receive the Service Request with the following info: Location of the Incident (Nearest

landmark), Provide Name and Contact Details. Inform the Client that the Repair will take 1-3 days.

None 5 Minutes Executive Assistant A, Construction Foreman B, Plumber C and Plumber Assistants.




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BRANCH Office

EXTERNAL SERVICE Category

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14. Request for Certificate of Potability for Preceding Months These guidelines shall apply to all customers requesting for copy of ACWD’s Certificate of Potability covering the month/s prior to the requisition date.

Office or Division: Water Resource/Production Division and Customer Accounts Division


Type of Transaction: G2C (Government to Citizen) Who may avail: ALL


Checklist for the Request of Certificate of Potability for Preceding Months

Information Desk – Head Office Lobby


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Information Desk at the ACWD Head Office Lobby and submit request letter for copy of Certificate of Potability.

1. Write down the name, address, and contact details of the Client in the Logbook of Request for Certificate of Potability.

Assist the Client in paying the necessary fee.

None 5 Minutes Utilities/Customer Service Asst. (U/CSA) / Customer Accounts Office Assistant

2. Proceed to Teller 1 or 2 for the payment of necessary fee. Secure an Official Receipt indicating the requested document upon payment, then return to Information Desk.

2. Receive the payment and issue an Official Receipt.


3. Provide information on the concerned location and state the specific month/s requested.

3. Coordinate with the Water Resource /Production Division and relay details on concerned location and specific month/s requested.

None 5 minutes Utilities/Customer Service Asst. (U/CSA) / Customer Accounts Office Assistant

4. Standby for further instruction and/or issuance of the requested document.

4. Identify water source of concerned location (particular pump house that distributes water to the location), and search for the bacteriological test results for the said pump house.

None 30 minutes Water Resource/Production Office Assistant


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REQUEST FOR CERTIFICATE OF POTABILITY…

Standby for further instruction and/or issuance of the requested document.

Photocopy bacteriological test results and Certificate of Potability for the month/s requested. Forward documents to ACWD Head Office.

5. Receive requested documents.

5. Release documents to Client and instruct Client to sign under the “Received” column in the Logbook of Request for Certificate of Potability as proof of the successful transaction.





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15. Request for Certificate of Potability for Ensuing Months These guidelines shall apply to all customers requesting for a copy of ACWD’s Certificate of Potability covering the month/s subsequent to the requisition date.

Office or Division: Water Resource/Production Division and Customer Accounts Division

Classification: Highly Technical

Type of Transaction: G2C (Government to Citizen) Who may avail: ALL


Checklist for the Request of Certificate of Potability for Ensuing Months

Information Desk – Head Office Lobby


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Information Desk at the ACWD Head Office Lobby and submit request letter for copy of Certificate of Potability.

1. Write down the name, address, and contact details of the Client in the Logbook of Request for Certificate of Potability.

Assist the Client in paying the necessary fee.

None 5 Minutes Utilities/Customer Service Asst. (U/CSA) / Customer Accounts Office Assistant

2. Proceed to Teller 1 or 2 for the payment of necessary fee. Secure an Official Receipt indicating the requested document upon payment, then return to Information Desk.

2. Receive the payment and issue an Official Receipt.


3. Provide information on the concerned location and state the specific month/s requested.

3. Coordinate with the Water Resource/ Production Division and relay details on concerned location and specific month/s requested.


4. Accept tentative schedule of issuance of requested documents.

4. Discuss tentative schedule of releasing the requested documents with the Client and inform the Client to wait for further updates thru text/call.



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REQUEST FOR CERTIFICATE OF POTABILITY…

5. Wait for further instruction and/or issuance of the requested document.

5. Conduct bacteriological test and submit water samples to laboratory for testing. Acquire bacteriological test results and Certificate of Potability from the laboratory after 1 to 2 weeks. Upon receipt of results, identify water source of concerned location (particular pump house that distributes water to the location), and search for the bacteriological test results for the said pump house. Photocopy bacteriological test results and Certificate of Potability for the month/s requested. Forward documents to ACWD Head Office.

None 1 – 2 weeks Senior Water Resource Facilities Operator A (SWRFO A) / Plant Electrician/Mechanic C (PEM C) / Water Resource/Production Office Assistant

6. Return to ACWD Head Office and receive requested documents.

6. Contact the Client thru text/call and inform the Client of the availability of the requested documents. Release documents to Client and instruct Client to sign under the “Received” column in the Logbook of Request for Certificate of Potability as proof of the successful transaction.

None 1 day Utilities/Customer Service Asst. (U/CSA) / Customer Accounts Office Assistant




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17. Processing of Job Applications from Walk-In Applicants for Any Positions

Available These guidelines shall apply to all walk-in applicants seeking employment in any available positions in Alaminos City Water District.

Office or Division: Admin and Human Resource Department - Human Resource Office




Checklist for Processing of Job Applications from Walk-in Applicants for Any Positions Available

Admin and HR Office – Pogo Building


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Person Responsible, briefly introduce self and purpose, and submit resume and other supporting documents.

1. Greet the Client and receive resume and other supporting documents. Review the documents and briefly ask standard questions focusing on the educational background and work experience of the Client.

None 5 Minutes Administrative Services Assistant / HR Office Assistant

2. Standby for further instructions/decision on the application.

2. Mark the resume with the agency’s official receiving stamp. Forward resume and supporting documents to Admin and HR Department Manager for further review.


3. Accept the evaluation of the application. If to be considered for any positions, fill out the provided CSC Personal Data Sheet. If to be included in the Active Files Database, clarify further concerns if there is any.

3. Evaluate further the Submitted Document

None 15 - 20 minutes Administrative Services Assistant / HR Office Assistant; Admin and HR Department Manager


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PROCESSING OF JOB APPLICATIONS…

If to be considered for any position, provide CSC Personal Data Sheet and guide the Client in filling it out. Forward filled-out CSC Personal Data Sheet to HR Executive Assistant for processing of employment contract. If to be included in the Active Files Database, ensure that the contact information of the Client is accurate and explain that the Client will be contacted if there is a vacant position in the future that may be suitable for him/her based on his/her credentials.

4. If considered for any positions, wait for further announcements re: processing of documents and starting date.

4. Employment contract is drafted and signed by concerned Division Managers and approved by the General Manager.

None 1 day HR Executive Assistant / Division Managers / General Managers

5. If selected, report to ACWD Pogo Office for orientation and deployment.

5. Introduce the newly hired employee to ACWD by following the proper onboarding procedure.

None 1 day HR Executive Assistant / Admin Services Assistant / HR Office Assistant



None 5 minutes HR Executive Assistant / Admin Services Assistant / HR Office Assistant

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18. Processing of Job Applications from Walk-In Applicants for Posted Vacancies These guidelines shall apply to all walk-in applicants seeking employment in posted vacant positions in Alaminos City Water District.

Office or Division: Human Resource Office

Classification: Highly Technical Type of Transaction: G2C (Government to Citizen)

Who may avail: ALL


Checklist for Processing of Job Applications from Walk-In Applicants for Posted Vacancies

Admin and HR Office – Pogo Building


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Approach the Person Responsible, briefly introduce self and purpose, and submit application requirements.

1. Greet the Client, receive and check completeness of application requirements using the Checklist of Application Requirements. Application Requirements are as follows: a. Application letter b. Completed, properly filled-out and signed Personal Data Sheet (PDS) with recent passport size picture (CS Form No. 212, Revised 2017) with Work Experience Sheet c. Transcript of School Records Diploma Certification for New Graduates Original and d. Photocopy of the authenticated certificate of rating/license (if applicable) e. Certificate of Trainings Attended (if applicable) Certification of Work Experiences (if applicable) f. Performance rating in the last rating period (if applicable)



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PROCESSING OF JOB APPLICATIONS….

2. Accept further instructions based on the status of the application requirements.

2. For incomplete application requirements, inform the Client on the lacking requirements to be complied by issuing a Checklist of Application Requirements and return the application documents to the Client.

For complete application requirements, inform the Client that he/she will be shortlisted and that the schedule of further screening and venue will be announced thru text/call/email.


3. Acknowledge schedule of further screening and confirm attendance.

3. Relay schedule and venue of further screening thru text/call/email.

None 5 minutes (Schedule for further screening shall be announced 1 day after the deadline of submission of application requirements.)

Administrative Services Assistant / HR Office Assistant

4. On the day of the screening, go to the venue and undergo the Trade/Skills Test and Pre-Employment Written Examination.

4. Explain procedures to be followed in the Trade/Skills Test and Pre-Employment Written Examination. Discuss the evaluation criteria and target ratings before the actual conduct of the examinations. Check and explain the results to the Client.

None 1 hour and 30 minutes

HR Executive Assistant / Admin Services Assistant / HR Office Assistant

5. Acknowledge schedule of interview and confirm attendance.

5. Inform qualified applicants on the date and venue of the interview through text/call/email.

None 5 minutes (Schedule of interview shall be announced 1 day after examinations.)

HR Executive Assistant / Admin Services Assistant / HR Office Assistant


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PROCESSING OF JOB APPLICATIONS….

6. If qualified based on the results of the exams, go to the venue and attend the interview. Applicants are required to bring 6 sets of application documents to be presented as reference to the interviewers and must come in appropriate attire.

6. Conduct panel interview participated exclusively by the qualified applicants and the HRMPSB.

None 1 hour Human Resource Merit Promotion and Selection Board (HRMPSB); HRMPSB Secretariat; HR Office Assistant

7. Wait for further announcements on the results of the interview.

Once the results are released, accept the result of the assessment and ranking.

7. Based on the assessment results and ranking of the qualified applicants, select the most qualified for the position. Post the Final List of Successful Applicants in the ACWD Website and in the ACWD Bulletin Boards (Head Office and Pogo Office).

None 1 – 3 days General Manager; HRMPSB; HRMPSB Secretariat

8. If selected, report to ACWD for the processing of appointment documents and check compliance to requirements & for orientation and deployment.

8. Assist the newly hired employee in processing his/her appointment documents & check compliance to requirements by using the Pre-Employment Checklist. The following documents shall be released to the newly hired employee upon issuance of employment: a.Congratulatory Letter b.Assumption to Duty c.Oath of Office d.Position Description Form

None 1 – 3 days HR Executive Assistant; Admin Services Assistant; HR Office Assistant



None 5 minutes HR Executive Assistant / Admin Services Assistant / HR Office Assistant.

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FEEDBACK AND COMPLAINTS MECHANISM

How to send feedback Answer the Customer Satisfaction Survey Form: 1. Name, Address, Age, Contact Number and the Date

of filling up of form. 2. Customer chooses and checks one or more of the

options listed on the ‘Service Provider’ and ‘Service/s Availed’ portion of the form.

3. Then, the customer must select appropriate responses on each of the statements listed on the form with regards to their personal experience with ACWD Staffs/Employees in relation to the services requested or availed. The following criteria are used: 4 – Very Satisfactory The service rendered exceeded

the expectation of the customer; Service was complete and was provided less than the time required.

3–Satisfactory The service rendered met the expectation of the customer; Service was complete and was provided on the time required.

2 – Good The service rendered was complete but was

not provided on the required time. 1–Poor The service rendered did not meet the

expectation of the customer; Service provided was incomplete and/or was not provided on a timely manner.

Customer also has the option to write their suggestion/comments, if any.

How feedbacks are processed ACWD Office Assistant collects and consolidates customer’s evaluations/answers in the Customer Satisfaction Survey Form to be submitted to the Division and Department Manager.

Feedback/Suggestion/Comments requiring answers are forwarded to the relevant offices and they are required to answer within three (3) days of the receipt of the feedback.

The answer of the office is then relayed to the citizen.

For inquiries and follow-ups, clients may contact the following contact numbers: Landline: (075) 654 0011 Text/SMS: 09088698566 (SMART)/ 09178564992 (GLOBE)

Facebook Messenger: AlaminosCity WaterDistrict


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FEEDBACK AND COMPLAINT MECHANISM…

How to file a complaint Complaints can be filed in person, via a formal letter, phone call, SMS, Email, Social Networking Sites (like Facebook). Make sure to provide the following information:

- Name of person being complained - Incident - Evidence

For inquiries and follow-ups, clients may contact the following contact numbers: Landline: (075) 654 0011 Text/SMS: 09088698566 (SMART)/09178564992(GLOBE)


How complaints are processed The Division/Department Officer Concerned opens the complaints drop box on a daily basis and evaluates each complaint. Upon evaluation, the Division/Department Officer Concerned shall start the investigation and forward the complaint to the relevant office for their explanation.

The Division/Department Officer will create a report after the investigation and shall submit it to the Head of Agency for appropriate action. The Division/Department Officer will give the feedback to the client.

For inquiries and follow-ups, clients may contact the following contact numbers: Landline: (075) 654 0011 Text/SMS: 09088698566 (SMART)/09178564992(GLOBE)


Contact Information of CCB, PCC, ARTA

ARTA: [email protected] or 1-ARTA (2782) PCC: 8888 CCB: 0908-881-6565 (SMS)

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Signed:

ATTY. NAPOLEON F. SEGUNDERA, JR.

General Manager

Alaminos City Water District

Prepared by:

AMANDA V. SANTIAGO – E.A.A

ALYSSA B. CONTRERAS – A.S.A C

Office Address Contact Information

ACWD Head Office Office of the General

Manager

Commercial Services Department a. Customer Service b. Customer Accounts

F. Reinoso Street Poblacion Alaminos City Pangasinan, 2404

Landline: (075) 654 0011 Text/SMS: 09088698566 (SMART) 09178564992 (GLOBE)

Facebook Messenger: AlaminosCity WaterDistrict Email Address: [email protected] [email protected]

ACWD Branch Office

Office of the Board of Directors

Admin and Human Resource Department a. General Services b. Human Resource Office

Finance Services Department

a. Budget & Accounting

Engineering Services Department a. Construction and Maintenance b. Water Resource/ Production

Barangay Pogo Alaminos City Pangasinan, 2404

Text/SMS: 09088698566 (SMART) 09178564992 (GLOBE)

Facebook Messenger: AlaminosCity WaterDistrict Email Address: [email protected] [email protected]

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mailto:[email protected]

mailto:[email protected]