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METRO OZAMIZ WATER DISTRICT Maningcol Highway, Ozamiz City
Tel. Nos.(088) 521-0339/521-1743/521-4430
CCIITTIIZZEENN’’SS CCHHAARRTTEERR A handbook on Water District’s Frontline Services
Cocok Pumping Station Carangan Pumping Station
Nailon Pumping Station Bacolod Pumping Station
WATER IS LIFE….CONSERVE IT!
MOWD CITIZEN’S CHARTER PAGE 51
MOWD 2017 DATA BASE UPDATE
Kindly fill up the spaces provided for:
Last Name First (Given) Name M.I.
N O. Street Barangay
0 9
Contact No. (Mobile Phone) Landline
------------------------------------------------------------------------------------------------------------------------
PLEASE HELP US TO SERVE YOU BETTER AND ANSWER THE FOLLOWING QUESTIONS Please check in the box provided for your answers below:
1. Are you currently satisfied with the water service provided for by the Metro Ozamiz Water District (MOWD)? (Na kontento ka ba sa serbisyo nga gihatag sa Metro Ozamiz Water District (MOWD)?
YES NO
2. Would you like MOWD to continue providing you with your water service? (Gusto ka ba nga magpadayon ang MOWD sa pagserbisyo nimo / ninyo?) YES NO
THANK YOU FOR YOUR COOPERATION
DAGHANG SALAMAT
I hereby certify that the informations I have provided above are true and correct.
Signature
MOWD Subscriber Account No.
PRAYER
MOWD CITIZEN’S CHARTER PAGE 5
MOWD CITIZEN’S CHARTER PAGE 6 MOWD CITIZEN’S CHARTER PAGE 26
COCOK PUMPING STATION CARANGAN PUMPING STATION
BACOLOD PUMPING STATION COGON RESERVOIR
BUCAGAN RESERVOIR NAILON PUMPING STATION
DIRECTORY (contact us at (088)521-4430
Atty. Ritche V. Egbus -General Manager-B Rosemarie C. Delos Reyes -Division Manager-B Ronillo V. Balatero -Senior Water Utilities Management Development Officer Arlyn S. Estela -Admin/General Services Officer-A/Acting SIRMO-A Anna Marie P. Adenir -Utilities/Customer Service Officer-B Ronilo A. Gonzaga -Utilities/Customer Service Assistant-A Ronie O. Quimno -Draftsman-A Jun Carl J. Cabisan -Utilities/Customer Service Assistant-A Marcos S. Plangca -Auto Mechanic-A Marlyn Q. Salomon -Water Sewerage Maintenance Man-B
Renato A. Araneta -Water Sewerage Maintenance-B
MOWD CITIZEN’S CHARTER PAGE 10
MOWD CITIZEN’S CHARTER PAGE 2
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MOWD CITIZEN’S CHARTER PAGE 7
MEMBERS OF THE BOARD OF DIRECTORS
Dir. Alein G. Quiñones -Chairman Dir. Jorge C. Neri,III -Vice Chairman Dir. Delia T. Rosal -Secretary Dir. Nestor C. Montemor -Member Dir. Nelson Conigundo Cuaresma,Jr. -Member
MOWD BOARD OF DIRECTORS
MOWD CITIZEN’S CHARTER PAGE 8
MOWD CITIZEN’S CHARTER PAGE 9
MOWD CITIZEN’S CHARTER PAGE 11
METRO OZAMIZ WATER DISTRICT
Maningcol, Ozamiz City BOARD OF DIRECTORS
Office of the Chairman of the Board
MESSAGE
As one of the Five Hundred Seven (507) Operational Water District in the Philippines today, Metro Ozamiz Water District is committed to provide a 24 hours, safe, adequate, affordable and potable water supply as embodied in MOWD’s vision.
It is MOWD’s mission to improve the people’s quality of life, health and sanitation with
sustainable water supply. As mandated by Republic Act 9485 otherwise known as MOWD’s commitment to reducing
public sector inefficiencies and preventing graft and corruption. This updated Citizen’s Charter is MOWD’s Official document that outline service standards
to effectively guide the citizens of availing the frontline service. Doing quality services with good performance with our “Pledge of Commitment are our best
Propaganda”.
(SGD) DIR. ALEIN G. QUIÑONES BOD CHAIRMAN
MOWD CITIZEN’S CHARTER PAGE 19
LIST OF REQUIREMENTS TO AVAIL SERVICES Requirements for New Applicants:
- Submit 1 pc 2 x 2 picture/photo - Photocopy of valid I.D.
- Attend Orientation Seminar (Seminars are scheduled every Wednesdays and Fridays, 2 – 3 PM at the MOWD Office ) Fees: - Installation Fee (P1,200.00) - Inspection Fee (P 50.00) Requirements for Reconnection:
- 1 pc .2 x 2 picture/photo - Photocopy of valid I.D. - Attend Orientation Seminar (Seminars are scheduled every Wednesdays and Fridays, 2 – 3 PM at the MOWD Office) Fees: - Reconnection Fee (P150.00) - Inspection Fee (P 50.00) for S/C not yet reconnected after 15 days. Requirements for Transfer of Responsibility: - 1 pc 2 x 2 recent photo - Photocopy of valid I.D. - Photocopy of the Deed of Sale for concessionaires/for new owners Of the residence of business establishment - Attend Orientation Seminar (Seminars are scheduled every Wednesdays and Fridays, 2 – 3 PM at the MOWD Office) Fees:
- P200.00
Division Manager- B, AFGS/HR
MOWD CITIZEN’S CHARTER PAGE 14 MOWD CITIZEN’S CHARTER PAGE 46
MOWD CITIZEN’S CHARTER PAGE 32 ACCOUNTING / FINANCE SERVICES Schedule of Availability of Services Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE?
- SUPPLIERS & PAYEE FEES: ( NONE ) HOW TO AVAIL OF THE SERVICE:
Step Applicant / Client Service Provider Duration
Of Activity Person
In-charge Form
1 Suppliers/payee endorse required documents to
accounting staff.
Received all required documents the suppliers and payee.
3 minutes
Accounting staff Purchasing agent
MOWD voucher
Scrutinize, review and check all submit- ted documents as to completeness, law- ful and proper.
5 minutes
Sabina Tabugol
Process and prepare all scrutinize and checked documents.
3 minutes Sabina TAbugol
Forward to the Cost Center who is res- ponsible for the expenses for signing
5 minutes Sabina Tabugol
Forward to the finance Officer for app- roval as to funds/cash available
5 minutes Sabina Tabugol
Forward to the SICO(Senior Internal Control Officer) for pre-Audit.
5 minutes Sabina TAbugol
Forward to the General Manager for approval.
3 minutes Sabina Tabugol
Forward to the Cashier for check issuance for payment.
20 minutes Sabina Tabugol
END OF TRANSACTION
_________________________________________________________________
“Water is the driver of nature.”
METRO OZAMIZ WATER DISTRICT
Maningcol, Ozamiz City Office of the General Manager
MESSAGE
People are governed by the rules of procedure thus, to achieve an honest and dedicated service to the public; Metro Ozamiz Water District Charter came into existence to govern uniformity of rules in achieving a transparent government service all in view of Republic Act Number 9845 otherwise known as the Anti-Red Tape Act of 2007.
Ctizen’s Charter is the living testament of the vision and mission of the creation of the office
since general welfare is the primordial concern of Metro Ozamiz Water District. In the same note, this handbook will serve as a guide in navigating wide array of services the office has to offer so that the public sector will actively participate in the realization of these goals as MOWD is committed to serve the public at its finest.
We are all in this together. Let us all commit ourselves to observe the rules of procedure. ATTY. RITCHE V. EGBUS General Manager-B
MOWD CITIZEN’S CHARTER PAGE 4
MOWD CITIZEN’S CHARTER PAGE 13
Contents
Foreword ……………………………………………………………..................... I Prayer ………………………………………………………………………………….. 5
About Mowd
MOWD Vision Mission …………………………………………………………………………… 6 MOWD Board of Directors ……………………………………………………………………… 7 Message BOD Chairman……………………………………………………………………… . 9 Certificate of Conformance ……………………………………………………………. ……… 10 Board Resolution No. 050 s. 2009………………………………………………………………..11 MOWD Organizational Chart………………………………………………………………………13 Message, General Manager………………………………………………………………………..14 Primewater Infrastructure Inc. Key Personnel…………………………………………………….20 MOWD Profile ………………………………………………………………………………………22 MOWD Geographical Location……………………………………………………………………24 MOWD Pumping Stations…………………………………………………………………………25 MOWD ZONES and its location……………………………………………………………………27
District Services
List of Services …………………………………………………………………………………… 31 List of Requirements to Avail Services………………………………………………….……... 32 Membership for New Applicants………………………………………………………………… 33 Reconnection Services ………………………………………………………………………….. 35 Transfer Tapping / Transfer Meter / Changed Tapping………………………………………. 36 Low or High Pressure……………………………………………………………………………. 37 Response to Inquiries on MOWD Matters……………………………………………… ….... 38 Change Meter/Meter Stuck-up/Meter Leak/Meter Test………………………………………. 39 Temporary Closure………………………………………………………………………………. 40 No Water/ Dirty Water/ Water with Taste or Odor…………………………………………….. 41 High Consumption……………………………………………………………………………….. 42 Special Reading…………………………………………………………………………………. 43 Type of Services – Operations………………………………………………………………..… 44 Specific Operations Services………………………………………………..……………....….. 45 Accounting / Finance Services…………………………………………………………….….… 46 MOWD 2017 Da1ta Base Update……………………………………………………………….. 51
MOWD CITIZEN’S CHARTER PAGE 24 MOWD CITIZEN’S CHARTER PAGE 45
MOWD CITIZEN’S CHARTER PAGE 13 SPECIFIC OPERATIONS SERVICES:
Steps Applicant /
Client Service Provider
Duration of Activity
Person In-charge
Form
(steps are repeated for every services rendered) refer page 1
>repair of leakages at the mainline >repair of leakage at service connec- tions. >change meter if unserviceable (i.e. stuck up, moist) >no water >dirty water >low pressure >with taste or odor >meter leak >new Applicant a. Tee-Connection / Cluster b. Mainline >High Pressure >Reconnection ( including unplug ) >Disconnection >transfer Meter >Changed Tapping >High Consumption OTHER SERVICES: a.bacteriological testing -collecting of water sample for bac- Teriological testing b. daily chlorine residual c. physical & chemical testing d.fuel, material requisition and delive- ry to different pumping station e. flushing f. rehabilitation of service connection
1 hour 45 minutes 45 minutes 10-20 mins. 10-20 mins. 10 minutes 10 minutes 45 minutes 1 hour 10 minutes 45 minutes 45 minutes 45 minutes 45 minutes 10 minutes 1 day 3 hours(10- 15 samples) 1-2days once a year 4 hours 8 hours quar Terly 1.5-2.0 hours per S/C
Plumber Plumber Plumber Inspector Engineering Personnel Inspector Inspector Inspector Plumber Plumber Inspector Plumber Plumber Plumber Plumber Inspector Office personnel Office personnel Office personnel Foreman / Supervisor Plumber (2)
Maintenance Order Form Maintenance Order Form Maintenance Order Form Maintenance Order Form Maintenance Order Form Service request form Service request form Service request form Service request form Service request form Service request form Service request form Service request form Service request form Service request form
* Duration of activity is based on fieldwork, processing of papers or forms is excluded
____________________________________________________________________________________
“We forget that the water cycle and the life cycle are one”
MOWD GEOGRAPHICAL LOCATION
MOWD CITIZEN’S CHARTER PAGE 22
MOWD CITIZEN’S CHARTER PAGE 44
I. METRO OZAMIZ WATER DISTRICT PROFILE
A. The District The Metro Ozamiz Water District is a geographical sub-division (area) composed of two cities and two municipalities, previously consisting cities of Oroquieta and Ozamiz and the municipalities of Calamba, Clarin and Tudela.
As envisioned by PD 198 (as amended by PD 768 ), the MOWD is an autonomous entity, a non-profit quasi-public corporation. It is run by a five-man Board of Directors thru a General Manager.
The MOWD was formed by the Provincial Board of Misamis Occidental, when on July 13, 1973, it passed Resolution No. 105-A. originally, the district comprised 3 cities and 11 municipalities with total population of 283,509.
LWUA noted that the area of the district was too large for a single water district to cover. So, on December 10, 1973 the Provincial Board passed Res. No. 154, amending the area coverage of the district limiting it to 2 cities and 4 municipalities. Still, on July 17, 1974, the Provincial Board passed Resolution No. 120, finally redefining the coverage to its present composition. All the 4 cities and municipalities subsequently submitted their concurring resolutions affirming their inclusion in the MOWD.
Resolution No. 120 was submitted to LWUA for review and found to have complied with PD 198 and LWUA’ s requirements. It was therefore duly filed on August 2, 1974, the Metro Ozamiz Water District was born and LWUA awarded the Conditional Certificate of Conformance (CCC) No. 010, copy attached.
Mowd presently is composed of Ozamiz City; and the Municipalities of Clarin and Tudela after the de-annexation of Oroquieta City effective 15 April 2010.
II. OUTLINE OF THE SERVICE AREA
A. OZAMIZ-CLARIN SUB SYSTEM A. 1.1 Ozamiz City Ozamiz City is nestled at the entrance of the rich Panguil Bay in Northern Mindanao with an estimated land area of 16,407 hectares. Behind it stands the 7,956 feet Malindang Mountain. It is bounded in the north by the Mindanao Sea: in the east by Iligan Bay and Panguil Bay, which
TYPE OF SERVICE – OPERATIONS Schedule of availability of Service Monday – Friday 8:00 am – 5:00 pm
WHO MAY AVAIL OF THE SERVICE;
1) concessionaires of MOWD who is in need of our water services 2) new applicants / new service connections 3) active service connections
WHAT ARE THE REQUIREMENTS:
1) Transaction must have been completed at the frontline / customer service. 2) Service Request Forms/Maintenance Order Forms are already approved by the Division
Manager
FEES: (NONE)
HOW TO AVAIL OF THE SERVICE:
_______________________________________________________________________________
“All the water that will ever be is, right now.”
Step Applicant / Client Service Provider Duration
of Activity Person
In-Charge Form
1 Fill out necessary forms at the Frontline for specified complaints/ services needed.
Received and verify maintenance order and service request from the commer- cial division.
20 minutes Ms.
Macalisang
Service request Form/
maintenance Order form
Record all maintenance order and ser- vice request.
10 minutes Ms.
Macalisang
Service request Form/maintenance
Order form.
Distribute forms to assigned supervisor/ Foreman for assignment. Withdrawal of materials.
10 minutes 30-40 mins.
CCD Personnel
Service request Form/maintenance
Order form.
2 Verify service request or mainte- nance order (after 1-3 days from the transaction)
Arrange accomplishments forms for verifications. Give duplicate copy of accomplishments to commercial / frontline.
10 minutes CCD Personnel l
END OF TRANSACTION
MOWD CITIZEN’S CHARTER PAGE 20 MOWD CITIZEN’S CHARTER PAGE 23
,
separate from its twin city of Tangub; and in the west by the Municipality of Don Victoriano. It is cradled along the coast by Panguil Bay. It is extremely rugged terrain in the interior and its commercial activities center around the coastal areas. A. 1.2 Service Area The present service area of MOWD in Ozamiz City includes fifty barangays and 35 of which are serviced by the utility. The barangays served by MOWD includes: 50th Barangay, Aguada, Bagakay, Baybay Triunfo, Bañadero, Carangan, Carmen Annex, Catadman, Doña Consuelo, Embargo, Gango, Kinangay Norte, Kinangay Sur, Labo, Lam-an, Lapasan, Lupagan, Malaubang, Maningcol, Mialen, Molicay, Poblacion 1, Poblacion 2, Poblacion 3, Poblacion 4, Port Road, San Antonio, San Roque, Clarin, San Roque, Ozamiz, Segatic Daku, Segatic Diot, Sta. Cruz, Tinacla-an, and Tinago. The total service area is 311 hectares.
A. 2.1 Clarin
The municipality of Clarin lies in the central portion of the province of Misamis Occidental which is located in the northwestern part of Mindanao and is politically subdivided into twenty-nine (29) barangays. It is bounded in the north by the municipality of Tudela and in the south by the cities of Ozamiz and Tangub; in the east by Panguil Bay and in the west by the province of Zamboanga del Sur.
Topography of the municipality is characterized by low flat elevation in the urban areas. The coast line consists of alluvial soils and some swamplands with an average elevation of 2.1 meters above sea level. There are two (2) major rivers which traverse the town; these are the Clarin River in the Northern part of the municipality and the Labo River in its southern part.
B. Tudela Sub-system B 1.1 Tudela
The municipality of Tudela lies in the central portion of the province of Misamis Occidental which is located in the northwestern part of Mindanao. It is bounded in the north by the Municipality of Sinacaban; in the south by the Municipality of Clarin; in the west by the Municipality of Don Victoriano. Tudela is accessible by land transportation. There are buses serving the routes connecting Tudela with Ozamiz and Dipolog City or Pagadian City. Jeepneys link Tudela to some barangays and neighboring municipalities like Clarin and Ozamiz City. Multicabs and motorelas are used within the poblacion.
MOWD CITIZEN’S CHARTER PAGE 25 MOWD CITIZEN’S CHARTER PAGE 38
B 1.2 Service Area The municipality has a total population of 23,038 in 4,617 households based on the 2000 census with an average number of persons per household of 6.0. The poblacion composed of fourteen (14) barangays had a total population of 6,111 corresponding to about 873 households. In that same census year, the municipality increased by 233 from the 1995 census count of 22,805 with an average annual growth rate of 0.20 %. For the design year 2010, the population is projected to be 25,940. Barangays serviced by MOWD includes: Barra, Basirang, Napu, Cabol-anonan, Hulpa, Naporog, Taguima, Upper Centro, Sebac, Pan-ay Diot, Nailon and De la Paz, Clarin, Pan-ay, Lupagan.
MOWD PUMPING STATIONS
RESPONSE TO INQUIRIES ON MOWD MATTERS PHONE-IN Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE: ALL MOWD CONCESSIONAIRES FEES: (NONE) HOW TO AVAIL OF THE SERVICE:
Step Applicant / Client Service Provider Duration
of Activity Person
In-Charge Form
1 Request for assistance via phone.
Get personal data of the client and details of request.
2 minutes
Mr. Jubellan Cabaron
Reply to simple inquiries 15-20 mins. Ms. Charelle Joy Macalisang
Refer to concerned person if re- quest entails it.
Ms. Charelle Joy Macalisang
Log-in calls and the clients number.
CCD Personnel
END OF TRANSACTION
________________________________________________________________________
“A river seems a magic thing. A magic, moving, living part of the very earth itself.”
PUMPING STATION
LOCATION MINIMUM CAPACITY
BACOLOD PUMPING STATION
BACOLOD, OZAMIZ CITY 65 LPS
CARANGAN PUMPING STATION
CARANGAN, OZAMIZ CITY 65 LPS
COCOK PUMPING STATION
BAGAKAY, OZAMIZ CITY
AT BUCAGAN 21 LPS
AT BAÑADERO 55 LPS
AT COGON 1.25 LPS
NAILON PUMPING STATION
NAILON, TUDELA, MISAMIS OCCIDENTAL
METRO OZAMIZ WATER DISTRICT (MOWD) subject to the terms and conditions as stipulated at Section 3. Grant of Concession Rights of the Joint Venture Agreement hereby designates and appoints PRIMEWATER INFRASTRUCTURE CORPORATION, or any of its assignees or successors in interest, during the Term of the Agreement, the sole and exclusive right to finance, develop, rehabilitate, improve, expand, operate and maintain the Water Supply System and Septage Management Facilities, including, but not limited to, the right to bill and collect Total Tariff from Consumers for Water Supply and Septage Management Services and the right to operate, rehabilitate, and/or decommission the Water Supply and Septage Management Facilities. MOWD further grants PRIMEWATER the right to provide Septage Management Services to the consumers of neighboring cities and/or municipalities, and accordingly use Septage Management Facilities in the JV Area for such purpose, subject to the payment of the necessary tipping fees to PRIMEWATER, which tipping fees shall be considered as revenues of PRIMEWATER from the JV Project and, as such, shall be taken into account in the computation of Environment Fees of Consumers of the JV Area
MOWD CITIZEN’S CHARTER PAGE 21
MOWD CITIZEN’S CHARTER PAGE 42
HIGH CONSUMPTION Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:
-ALL MOWD CONCESSIONAIRES FEES: (NONE) HOW TO AVAIL OF THE SERVICE:
Step Applicant / Client Service Provider Duration
of Activity Person
In- Charge Form
1 Fill out maintenance Order form at the frontline.
Get personal data of the client and details of request.
2 minutes Ms.
Macalisang Maintenance Order form
2 Submit the fully accomplished Service Request Form.
Receive the accomplished Maintenance Order Form and verify accounts.
2 minutes Ms.
Macalisang
Write the concessionaire’s name at the logbook for Maintenance Order.
1 minute Ms.
Macalisang
Endorse M.O. form to Supervisor/Div. Manager for approval.
2 minutes Ms.
Macalisang
Endorse paper to operations division for inspection.
2 minutes Ms.
Macalisang
END OF TRANSACTION
__________________________________________________________________________ “When the well’s dry, we know the worth of water.”
MOWD CITIZEN’S CHARTER PAGE 30 MOWD CITIZEN’S CHARTER PAGE 43
TOTAL SERVICE CONNECTIONS
As of October 2017 Total Service Connections Active Connections Inactive Connections Ozamiz City 18,669 15,436 3,233 Tudela Sub-system 1,977 1,19701 780 CONSOLIDATED Service 20,646 16,633 4.013 Connections
OTHER MOWD WATER SOURCES
SOURCES LOCATION MINIMUM CAPACITY
MOLICAYJPUMPING STATION
Molicay, Ozamiz City
70 LPS
TALIBAKSAN SPRING Maliangcao, Clarin, Mis. Occidental
27 LPS
TAGUIMA PUMPING STATION
Taguima, Tudela, Mis. Occ.
5.8 LPS
DALINGAP SPRING Dalingap, Clarin,
Mis.Occ. 150 LPS
BITOON SPRING Bitoon, Clarin,
Mis. Occ. 39 LPS
RESERVOIRS
SEGATIC RESERVOIR : Barangay Segatic Diot, Clarin, Misamis Occidental
COGON RESERVOIR: Bagakay, Ozamiz City
BUCAGAN RESERVOIR: Bucagan, Ozamiz City
SPECIAL READING
Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE?
-ALL MOWD CONCESSIONAIRES
FEES: ( NONE )
HOW TO AVAIL OF THE SERVICE:
Step Applicant / Client Service Provider Duration
of Activity
Person In-Charge
Form
1 Get Maintenance Order form at the frontline.
Get personal data of the client and details of request.
2 minutes Meter
Reader Maintenance Order form
2 Submit the fully accomplished Maintenance Order Form.
Receive the accomplished Service Request Form and verify accounts
2 minutes Meter
Reader
Write the concessionaire’s name at logbook for special reading.
1 minute Meter
Reader
Endorse M.O. form to Supervisor/ Div. Manager for approval.
2 minutes Meter
Reader
Endorse paper to meter readers for special reading.
2 minutes Meter
Reader
END OF TRANSACTION
_______________________________________________________________________________________ “To live by a large river is to be kept in the heart of things.”
MOWD CITIZEN’S CHARTER PAGE 37 MOWD CITIZEN’S CHARTER PAGE 27
LOW PRESSURE / HIGH PRESSURE Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:
- ALL MOWD CONCESSIONNAIRES FEES: ( NONE ) HOW TO AVAIL OF THE SERVICE:
Step Applicant / Client Service Provider Duration
of Activity
Person In-Charge
Form
1 Fill out maintenance Order form at the frontline.
Get personal data of the client and details of request.
2 minutes
Ms. Macalisang
Maintenance Orde form
2 Submit the fully accomplished Service Request Form.
Receive the accomplished maintenance Order Form and verify accounts.
2 minutes
Ms. Macalisang
Write the concessionaire’s name at the logbook for Maintenance Order.
1 minute Ms.
Macalisang
Endorse M.O. form to Supervisor/ Div. Manager for approval.
2 minutes Ms.
Macalisang
Endorse paper to operations division for inspection.
2 minutes Ms.
Macalisang
END OF TRANSACTION
_________________________________________________________________________ “You could not step twice into the same rivers: for other waters are ever flowing on to you.”
MOWD ZONES/AREA AND ITS LOCATION
No. Zones Area No. of S. C.
1 011 Cogon 106 2 012 Bagakay 119 3 013 Bañadero 129 4 014 Bañadero 119 5 015 Bañadero 122 6 016 Bañadero 113 7 031 Calabayan 154 8 032 Carangan/Calabayan 152 9 033 BañaderoCarangan Buli 164 10 034 Bañadero 111 11 035 Bañadero 98 12 036 Bañadero 110 13 051 Bañadero 118 14 052 Bañadero 182 15 053 Carangan 112 16 054 Tinago 115 17 055 Lam-an 107 18 056 Lam-an/Bañadero 90 19 071 Molicay/Urban Poor 170 20 072 Molicay 121 21 073 Carangan 132 22 074 Carangan 113 23 075 Carangan 99 24 076 Carangan 131
25 091 Lam-an 108 26 092 50th Barangay 137 27 093 Tinago 134 28 094 Tinago 105 29 095 Tinago 130
30 096 Tinago 100 31 111 Malaubang 96 32 112 Malaubang 109 33 113 Malaubang 210 34 115 Malaubang 109
35 116 Malaubang 141 36 131 Malaubang 108
37 132 Malaubang 100 38 133 Talisay/Malaubang 162 39 134 Talisay/Malaubang 95 40 135 Tinago/Talisay 105 41 136 Tinago 86
MOWD CITIZEN’S CHARTER PAGE 28 MOWD CITIZEN’S CHARTER PAGE 41
MOWD ZONES/AREA AND ITS LOCATION
No. Zones Area No. of S. C.
42 151 Bañadero 115 43 152 Tinago 105 44 153 Tinago 93 45 154 Tinago 88 46 155 Tinago 84 47 156 San Roque 121 48 171 San Roque/Sta. Cruz 110 49 172 Public Mall 108 50 173 San Roque 101 51 174 Public Mall 87 52 175 Aguada 108 53 191 San Roque/Sta. Cruz 112 54 192 Baybay Triunfo 105 55 193 Cotta 149 56 194 Baybay Triunfo 123 57 195 Carmen Annex 118 58 196 Carmen Annex 101
59 211 Ledesma Ext./Carmen Annex 134 60 212 Carmen Annex 124 61 213 Carmen Annex 104 62 214 Carmen Annex 126
63 215 Carmen Annex 102 64 231 50th Barangay 125 65 232 Las Aguadas 105
66 233 Aguada/50th Barangay 79 67 234 Las Aguadas/Mabini Extension 105 68 235 Bonifacio Ext./Las Aguadas 126
69 176 50th Barangay 156 70 216 Las Aguadas 171
71 254 Catadman 92 72 255 Catadman 94 73 271 Catadman 102 74 272 Ibaa/Bitoon 125 75 273 Circumferential Road 153 76 274 Manabay/Maningcol 103 77 275 Manabay Pereyra 110 78 276 Baybay Maningcol/Giok-ay, Rosa Vayson 110 79 291 Pereyra Village/Maningcol 114 80 292 Maningcol/Mindog 115
NO WATER / DIRTY WATER / WATER WITH TASTE OR ODOR Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:
- ALL MOWD CONCESSIONAIRES FEES: ( NONE )
HOW TO AVAIL OF THE SERVICE:
Step Applicant / Client Service Provider Duration
Of- Activity Person
In-Charge Form
1 Fill out maintenance Order form at the frontline.
Get personal data of the client and details of request.
2 minutes Mr. Eliseo Moywela
Maintenance Order form
2 Submit the fully accomplished Maintenance Order Form.
Receive the accomplished maintenance Order Form and verify accounts.
2 minutes Mr. Eliseo Moywela
Write the concessionaire’s name at the logbook for Maintenance Order.
1 minute Mr. Eliseo Moywela
Endorse M.O. form to Supervisor/Div. Manager for approval.
2 minutes Mr. Eliseo Moywela
Endorse paper to operations division for inspection.
2 minutes Mr. Eliseo Moywela
END OF TRANSACTION
________________________________________________________________________ “A river is the report card for its watershed.”
MOWD CITIZEN’S CHARTER PAGE 29 MOWD CITIZEN’S CHARTER PAGE 39
CHANGE METER / METER STUCK-UP / METER TEST / METER LEAK Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:
-CUSTOMERS WHO REQUESTED FOR Temporary Closure/Disconnection OF MOWD WATER SERVICES.
FEES: P50.00 (for inspection fee) HOW TO AVAIL OF THE SERVICE:
Step Applicant / Client Service Provider
Duration Of Activity
Person In-Charge
Form
1 Get SERVICE REQUEST form at the frontline.
Get personal data of the client and details of request.
2 minutes
Ms. Macalisang
Service Request Form
2 Submit the fully accomplished Ser- Vice Request Form.
Receive the accom[plished Service Request Form and verify accounts.
2 minutes
Ms. Macalisang
Give back the form to the customer for payment of current bill and ins- pection fee.
1 minute
Ms. Macalisang
3 Pay to the Cashier Process payment and issue O.R. 3 minutes Sabina Tabugol
4 Return to frontline and give to frontliner the service request form and the Official Receipt.
Receive the processed SR form and official receipt.
1 minute
Ms. Macalisang
Write the concessionaire’s name at the logbook for temporary clo-sure.
1 minute
Ms. Macalisang
Endorse SR form to Supervisor/ Div. Manager for approval.
2 minutes
Ms. Macalisang
Endorse paper to operations divi- sion for change meter.
2 minutes
Ms. Macalisang
END OF TRANSACTION
_________________________________________________________________________________________
“To put your hands in a river is to feel the chords that bind the earth together.”
MOWD ZONES/ AREA AND ITS LOCATION
No. Zones Area No. of S. C.
81 236 Las Aguadas 140 82 251 Bonifacio Extension 123
83 252 Bernad Subdivision/City Hall Drive 107 84 253 Bernad Subdivision/Aguada 74 85 293 RS. Tan Village 92 86 294 RS. Tan Village 93 87 295 Maningcol 133 88 296 Maningcol/Doña Consuelo 129 89 311 311 Circum. Road/Sto. Niño/Bangkal 131 90 312 Maningcol 312/Bacolod 153 91 313 Gango/Timberland 159 92 314 Labo 120 93 315 Labo 129 94 316 Labo/Embargo 95 95 331 Gango 126 96 332 Doña Consuelo 120 97 333 Doña Consuelo 149 98 334 San Antonio/Gango 112 99 335 San Antonio 134 100 351 Gango/Lapasan 126 101 352 Gango 160 102 353 Lapasan 163 103 354 Bliss/Mayor’s Village 135 104 355 Lapasan/Clarin 114 105 356 Lapasan 111 106 371 Pob. 1& 4 94 107 372 Pob. 1& 4 118 108 373 Pob. 1 91 109 374 Pob. 1 116 110 391 Pob. 3 109 111 256 Catadman. 131 112 336 San Antonio 122 113 375 Pob. 2 133 114 376 Pob. 3 124 115 392 Tinacla-an 116 116 394 Kinangay Sur/Embargo 222 117 395 Lupagan/Mialen Pob 2& 3 148 118 396 Segatic Diot 140
MOWD CITIZEN’S CHARTER PAGE 47 MOWD CITIZEN’S CHARTER PAGE 36
Transfer Tapping/Transfer Meter/Changed Tapping
Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:
- ALL MOWD customers/concessionaires.
FEES: P250.00 (inclusive of inspection fees) HOW TO AVAIL OF THE SERVICE:
Step Applicant /
Client Service Provider
Duration of Activity
Person In-Charge
Form
1 Get SERVICE REQUEST form At the frontline.
Get personal data of the client and details of request
2 minutes Ms.
Macalisang
Service Request
Form
2
Submit the fully accomplished Service Request Form.
Received the accomplished Service Request Form and verify accounts.
2 minutes Ms.
Macalisang
Give back the form to customer for payment of current bill/inspection fee.
3 Pay to the Cashier
Process payment and issue O.R. 3 minutes Sabina Tabugol
4
Return to frontline and give to Front liner the service request form and the Official Receipt.
Receive the processed SR form and Official Receipt.
1 minute Ms.
Macalisang
File the application form at the inspector file for inspection.
3 minutes Ms.
Macalisang
Field Inspector will inspect the applicants vicinity on the next day.
1 day
Eliseo Moywela
Front liner will get back all the SR forms From the inspector and verify remarks or action taken and approval for ser- vice connection. Write the concessionaire’s name at the logbook with the O.R./Payments.
1 minute Ms.
Macalisang
Endorse SR form to Supervisor/Div. Manager for approval.
2 minutes Ms.
Macalisang
Endorse paper to operations division for transfer tapping/transfer meter.
2 minutes Ms.
Macalisang
END OF TRANSACTION
____________________________________________________________________________________ “All streams flow into the sea, yet the sea is never full. To the place the streams come from, there they return again.”
MOWD CITIZEN’S CHARTER PAGE 6 MOWD CITIZEN’S CHARTER PAGE 40
Temporary Closure/Disconnection Services
Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE: -CUSTOMERS WHO REQUESTED FOR Temporary Closure/Disconnection OF MOWD WATER SERVICES. FEES: ( NONE ) HOW TO AVAIL OF THE SERVICE:
Step Applicant/Client Service Provider Duration
of Activity
Person In-Charge
Form
1 Get SERVICE REQUESTS (SR) form at the frontline.
Get personal data of the client and details of request.
2 minutes Ms.
Macalisang
Service Request Form
2 Submit the fully ccomplished Service Request Form.
Receive the accomplished Service Request Form and verify accounts.
2 minutes Ms.
Macalisang
Give back the form to the customer for payment of current bill.
2 minutes Ms.
Macalisang
3 Pay to the Cashier Process payment and issue O.R. 3 minutes Sabina Tabugol
4
Return to frontline and give to frontliner the service request form and the Official Receipt
Receive the processed SR form and official receipt.
1 minute Ms.
Macalisang
Write the concessionaire’s name at the logbook for temporary closure.
1 minute Ms.
Macalisang
Endorse SR form to Supervisor/Div. Manager for approval
2 minutes Ms.
Macalisang
Endorse paper to operations division for temporary closure.
2 minutes Ms.
Macalisang
END OF TRANSACTION
__________________________________________________________________________
“Don’t throw away the old bucket until you know whether the new one holds water.”
We are committed to provide a 24 hours, safe, adequate, affordable and potable water supply to the consuming public, through an inspired leadership with the support of employees truly dedicated to promote the highest quality of service.
Metro Ozamiz Water District, a non-profit but service oriented entity, envisions to improve the people’s quality of life, health and sanitation with sustainable water supply.
MOWD CITIZEN’S CHARTER PAGE 35 MOWD CITIZEN’S CHARTER PAGE 48
Reconnection Services
Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:
-CUSTOMERS WHO REQUESTED FOR RECONNECTION OF MOWD WATER SERVICES FEES: P150.00 HOW TO AVAIL OF THE SERVICE:
Step Applicant/Client Service Provider Duration
Of Activity
Person In-Charge
Form
1 Get SERVICE REQUEST form At the frontline.
Give client Service Request Form 1 minute
Ms. Macalisang
Service Re- quest Form
2 Submit fully accomplished ServiceRequest Form,together With the requirements
Received the accomplished Service Request Form with the requirements and verify accounts.
2 minutes
Ms. Macalisang
Give back the form to the customer for payment
3 Pay to the Cashier Process payment and issue OR 3 minutes Ms. Tabugol
4 Return to frontline and give to frontliner the service request form and the Official Receipt
Receive the processed SR form and official receipt.
1 minute
Ms. Macalisang
Write the concessionaires name at the logbook for reconnection.
1 minute
Ms. Macalisang
file the application form at the inspector file for inspection.
3 minutes
Ms. Macalisang
Field Inspector will inspect the applicants vicinity on the next day
1 day
Eliseo Moywela
Frontliner will get back all the SR forms from the inspector and verify remarks or action taken and approval for service connection
3 minutes
Ms. Macalisang
Endorse SR form to Supervisor/Div. Manager for approval.
2 minutes
Ms. Macalisang
Endorse paper to operations division for tapping.
2 minutes
Ms. Macalisang
5 After a day, verify to office if the reconnection is approved.
Look for accomplished/approved and disapproved reconnection for verification.
3 minutes
Ms. Macalisang
END OF TRANSACTION
*FOR RECONNECTION FEE OF SERVICE CONNECTION AFTER 15 DAYS, THE CONCESSIONAIRE WILL PAY P50.00 FOR INSPECTION FEE PLUS P150.00 RECONNECTION FEE. *FOR RECONNECTION AFTER A DAY TO 14 DAYS, ONLY P150.00 WILL BE PAID.
___________________________________________________________________________________________________________
“Water, the Hub of Life.”
MOWD CITIZEN’S CHARTER PAGE 31 MOWD CITIZEN’S CHARTER PAGE 49
METRO OZAMIZ WATER DISTRICT LIST OF SERVICES
TYPE OF SERVICES FEES FORMS PROCESSING
TIME PERSON RESPONSIBLE/
LOCATION
SERVICE REQUESTS
-New Tapping/New Application P1,250.00 Application Customer Service
Form and Contract 2-3 days Personnel
-Reconnection Recon.fee Service Request Form
1 hour Customer Service Personnel,
Reconnection before 15 days P150.00 Plumber, Inspector
Reconnection after 15 days P200.00 Service Request
Form 1 hour
Customer Service Personnel,
Plumber, Inspector
-Disconnection (None) Service Request
Form 45 minutes
Customer Service Personnel,
Plumber, Inspector
-Transfer Tapping (None) Service Request
Form 30-40 minutes
Customer Service Personnel,
Plumber, Inspector
-Replace Meter (None) Service Request 30-40 minutes C.S. Personnel, Plumber,
Inspector
-Stolen Meter (None) Service Request 30-40 minutes C.S. Personnel, Plumber,
Inspector
-Damaged Meter (None) Service Request 30-40 minutes C.S. Personnel, Plumber,
Inspector
-Transfer of Responsibility P200.00 Service Request
Form 30 minutes
C.S. Personnel, Plumber, Inspector
-High Consumption (None) Service Request
Form 1 day
Customer Service Personnel, Plumber, Inspector
-Special Reading Form 30 minutes Meter Readers
ENTERTAIN COMPLAINTS, INFORMATION & RECORDS MANAGEMENT
10-20 minutes Division Manager and
Customer Service
CONDUCT ORIENTATION SEMINAR
30 minutes Customer Service Assistant
PHONE-IN INQUIRIES ON MOWD MATTERS
5 minutes Customer Service Personnel
Illegal connections/fraudulent practices of customers
10-30 minutes Division Manager/General
Manager
OPERATIONS SERVICES Engineering staff
FINANCE SERVICES Finance staff
* fees are subject to changes by 2009 and periodically thereafter
______________________________________________________________________________________________________ “Dripping water hollows out a stone.”
MOWD CITIZEN’S CHARTER PAGE 17 MOWD CITIZEN’S CHARTER PAGE 33
Membership for New Applicants
Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm
WHO MAY AVAIL OF THE SERVICE: -CUSTOMERS WHO WANTED TO AVAIL MOWD WATER SERVICES.
WHAT ARE THE REQUIREMENTS: Refer to page 36
FEES: P1,250.00
HOW TO AVAIL OF THE SERVICE:
Step Applicant/Client Service Provider Duration of
Activity Person In-harge
Form
1 Get application form at the frontline with the contract
-Give client Application Form 1 minute frontliner Application
Form
2 Submit the fully accomplished application form,together with the requirements
-Evaluate. and validate each of the requirements -Check/verify against the master list. Affix initials and date verified. -review the application forms; requirements and contract.
10 minutes Ms.
Macalisang
3 Receive application form and proceed to the cashier
-Give the processed Application Form and instruct the client to pay the installation fee and inspection fee at the Cashier.
2 minutes Ms.
Macalisang
4 Pay to the Cashier -Process payment and issue O.R 3 minutes Ms. Tabugol
5
Return to frontline and give to frontliner the application form and the Official Receipt
Receive the processed application and official receipt.
3 minutes Ms.
Macalisang
Encode personal date/write personal data of the applicant with the date of the O.R. at the log- book for new applicant. File the application form at the inspector file for inspection.
3 minutes Ms.
Macalisang
Fiield Inspector will inspect the applicant’s vicinity on the next day.
1 day Eliseo
Moywela
Frontliner will get back all the ap- placation forms from the inspector and verify remarks or action taken and approval for service connection
3 minutes Ms.
Macalisang
6
Attend Orientation Seminar (Orinetation Seminar is held every Wednesdays/Fridays 2 – 3 P.M. The customer has the op- tion on what day they are available.
Conduct orientation seminar. 1 hour Mr. Jubellan
Cabaron
________________________________________________________________________________________________________
“ Life originated in the sea, and about eighty percent of it is still there.”
MOWD CITIZEN’S CHARTER PAGE 15 MOWD CITIZEN’S CHARTER PAGE 34
Membership for New Applicants (continuation) Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm FEES: (NONE)
Step Applicant/Client Service Provider Duration
of Activity Person
In-Charge Form
7
Verify after three days if application is approved or disapproved after inspection.
Check application form if approved By the inspector and verify remarks.
3 minutes Ms.
Macalisang
Verify old inactive accounts to check if the applicant is not included in the block listed inactive accounts.
2 minutes Ms.
Macalisang
Endorse application form to Super- visor and to the Division Manager for approval.
2 minutes Ms.
Macalisang
Endorse application form to the Operation Division for tapping.
2 minutes Ms.
Macalisang
Tapping of the Service Connection
45 minutes Plumbers
END OF TRANSACTION
_______________________________________________________________________
“The cure for anything is salt water sweat, tears, or the sea.”
MOWD CITIZEN’S CHARTER PAGE 3 MOWD CITIZEN’S CHARTER PAGE 50
FOREWORD
Welcome to MOWD!
The MOWD Citizen’s Charter is provided as a helpful resource to you, our
Concessionaires. It contains useful information regarding many of the services
available to assist you. It also contains the MOWD profile, relevant information and
MOWD coverage.
Being familiar with this Citizen’s Charter or MOWD Handbook is an easy access to
provide you with your needs and offer you services with satisfaction. With your
feedback and comments, these would also help us improve our services to make
us more productive and grow professionally with excellence.
With great enthusiasm, MOWD is here to serve you with your water needs always
adhering to our commitment in the fulfillment of our mission and vision in providing
the people of Misamis Occidental with the safest, adequate and potable water.
MOWD Hotlines:
*0917-775-4911 *0998-998-2189
Commercial Division : (088) 521-0339 -Monday to Friday: 8:00 A.M. to 5:00 P.M.
Guard
` -Monday to Friday: 5:00 P.M. to 8:00 A.M. -Saturdays; Sundays & Holidays 24 hours
GM’S Office (088) 521-4430
Operations & Engineering (088) 521-0339
Administrative Division (088) 521-1743
MOWD CITIZEN’S CHARTER PAGE 16 MOWD CITIZEN’S CHARTER PAGE 18