document no : com-csd-p001 rev. no. : new water service ... · 3.4 electronic billing, collection...

NEW WATER SERVICE CONNECTION

Document No : COM-CSD-P001 Rev. No. : 01

Page No.: 1 of 11

This document is a property of Silang Water District (SWD) and the contents are treated confidential. Unauthorized reproduction is strictly prohibited unless otherwise permitted by SWD Management.

DCN REV IMPLEMENTATION DATE

REVISION HISTORY

ORIGINATED BY REVIEWED BY

APPROVED BY PAGE

REVISED NO. NO.

2016-006 00 09/06/2016 Initial Release

MA.CHARINA S. ANDAYA

ELEANOR G. PAREDES

BONIFACIO B. DELA CRUZ None

2016-038 01 11/25/2016

Implementation of Revised Forms

MA.CHARINA S. ANDAYA

ELEANOR G. PAREDES




Page No.: 2 of 11


1.0 PURPOSE

To expand and establish systematic and efficient system for new water service connection in the Municipality of Silang.

2.0 SCOPE

This procedure covers acceptance, encoding on Electronic Billing, Collection and Customer Service System, processing of new service application, pre and post investigations and record management of all applications documents for Municipality of Silang.

3.0 DEFINITION OF TERMS

3.1 New Water Service Connection (NWSC) - refers to new application for water connection 3.2 Application Set of Forms - group of forms use for application of new service connection,

composed of Service Investigation and Construction Order or SICO, Checklist and Policy Agreement Form, Contract for Water Service Installation Concessionaire’s Meter Receipt (CMR)

3.3 Completed Application - refers to Application Set of Forms with finished Job Order; application that is for filing

3.4 Electronic Billing, Collection and Customer Service System (EBCCSS) - electronic

database system for Commercial Services Department 3.5 Temporary Account - refers to application/account that is not permanent, with one year

expiration and subject for yearly renewal of contract. 3.6 Bill of Materials - refers to the assessed list of materials and operations needed to install new

service connection 3.7 Requisition & Issue Slips (RIS) - form needed to request and order materials from warehouse

4.0 REFERENCE DOCUMENTS

4.1 Presidential Decree No.198 (as amended by Presidential Decree No. 768) Section 31, Protection of Water and Facilities of District.

4.2 National Archives of the Philippines or NAP General Circular 1 & 2 and General Records Disposition Schedule (GRDS)

4.3 SWD Board Resolution No. 037 s.2000



Page No.: 3 of 11


5.0 SAFETY REQUIREMENTS

5.1 Ensure personal hygiene 5.2 Wear applicable personal protective equipment (PPE)

6.0 EQUIPMENT AND MATERIALS

6.1 Computer / Printer 6.2 Storage Box 6.3 Vehicle 6.4 Distance Measuring Wheel 6.5 Container Van 6.6 Handheld Portable Radio 6.7 Shovel



Page No.: 4 of 11


A

7.0 PROCESS FLOW

7.1 For New Service Connection

RESPONSIBLE FLOW CHART REFERENCE

Customer Service Asst. (CSA)/ Water Resource Facility Tender A (WRFT-A)

Requirements for New Water Service Connection and SWD Policies

CSA/WRFT-A

Checklist and Policy Agreement Form

Applicant

Application Set of Forms consists of SICO (COM-CSD-F001), Contract for Water Service Installation (COM-CSD-F002) & CMR (COM-CSD-F003)

CSA/WRFT-A

SWD Policies

CSA/WRFT-A Application Set of

Forms, EBCCSS

CSA

Application Set of Forms and Official Receipt

Foreman of Operator

Application Set of Forms, Transmittal Logbook CSD to PDD

Service Inspector

Application Set of Forms

Receives requirements from

applicants of new water service

connection

Orients applicant to application

procedure and SWD policies

Accepts payment on registration

fee

Reviews and approves

application based on adequacy

of water supply in the area.

Conducts on-site inspection and

computes bill of materials

Encodes application details

Entertains inquiries about

application

Accomplishes application set

forms



Page No.: 5 of 11


A

B


Service Inspector


CSA/Customer Service Officer or CSO



and Receipt

CSA/WRFT-A

CSA

Application Set of Forms, Job Order (COM-CSD-F004), Requisition and Issue Slip

Customer Service Officer (CSO), Commercial Services Department Manager, General Manager

Application Set of Forms, Job Order (COM-CSD-F004), Requisition and Issue Slip

CSA

Application Set of Forms, Job Order (COM-CSD-F004), Requisition and Issue Slip, Transmittal logbook

Reviews applications and

encodes bill of materials

Prepares Job Order and

Requisition & Issue Slip for new

water service connection.

Accepts payment for application

fees.

Endorses application to General

Services Division.

Reviews and approves

application by the concerned

Division & Department Head and

General Manager.

Classifies and categorizes

application



Page No.: 6 of 11


B


Water System Maintenance Division -Water Maintenance Man/Plumber

Job Order ( COM-CSD-F004)

Service Investigator

Installation Report

CSA

Application Set of Forms, Job Order (COM-CSD-F004)

CSA

Job Order (COM-CSD-F004), NWSC Record Book

CSA

Application Set of Forms, Job Order(COM-CSD-F004)

CSA

Application Set of Forms, Job Order(COM-CSD-F004)

Records details of Job Orders to

Record Book

Receives installed Application

Sets of Forms and Job Orders.

Installs new water service

connection

Stores Completed Applications to

Container Van.

Sorts, labels and files completed

application

Post-investigates installed

application



Page No.: 7 of 11


8.0 PROCEDURE

8.1 Acceptance of Application.

8.1.1 The applicant submits all the requirements to Customer Service Assistant (CSA) or Water Resource Facility Tender- A (WRFT-A). CSA/ WRFT-A shall evaluate and check all the requirements on Checklist and Agreement Form. CSA shall explain application procedure and give a copy of Silang Water District Policies for his/her reference of company’s guidelines. The applicant fills up and signs set of Application Forms, which includes Checklist and Agreement Form, Service Investigation and Construction Order, Service Contract and Concessionaire’s Meter Receipt.

8.1.1.1 List of Requirements for New Service Connection: 8.1.1.1.1 Permanent Account

1. Proof of ownership (Photocopy) Ex. Land Title, Tax Declaration, Deed of Sale w/ Tax Declaration 2. Barangay Clearance for Water Connection (original) 3. Valid ID (Photocopy) 4. Mayor’s Permit and/or Excavation Permit-Official Receipt only (original) 5. Sketch of Site 6. Waiver Letter

8.1.1.1.2 For Temporary Account 1. Barangay Clearance for Water Connection (original) 2. Valid ID (Photocopy) 3. Mayor’s Permit and/or Excavation Permit-Official Receipt only (original) 4. Guarantee Deposit- Php 1,000.00 5. Sketch of Site 6. Waiver Letter

8.1.1.1.3 For Commercial under Contract of Lease

1. Proof of ownership (Photocopy) Ex. Land Title, Tax Declaration, Deed of Sale w/ Tax Declaration

2. Contract of Lease 3. Barangay Clearance for Water Connection (original) 4. Valid ID (Photocopy) 5. Mayor’s Permit and/or Excavation Permit-Official Receipt only (original) 6. Article of Incorporation (Photocopy) 7. Secretary’s Certificate/ Authorization from the Head of Company (Photocopy) 8. Guarantee Deposit- Php5, 000 or Php10, 000 (case to case basis) 9. Sketch of Site

10. Waiver Letter

8.1.2 CSA/WRFT-A shall encode application details for new water service connection to EBCCSS.

8.1.2.1 For application from unit offices such as Bulihan Unit Office (BUO) and Lumil Unit Office

(LUO), CSA from Main Office shall receive remittance and a copy of SICO. CSA shall



Page No.: 8 of 11


encode details of application and remit registration payment to cashier and proceed to the next step.

8.1.3 CSA/WRFT-A shall accept payment for registration fee. A Clerk Processor C or CP-C (Cashier) receives registration payment and validates payment on EBCCSS. CP-C issues Official Receipt.

8.2 Review and Approval of Production Division

8.1.1 CSA/WRFT-A shall forward the application to Production Division for approval. Foreman of

Operator shall evaluate the application and its location. The Foreman shall determine and approve application with acceptable water supply.

8.1.2 If the application is approved, it will be forwarded to Service Investigator.

8.1.3 If the application is disapproved, the application shall return to Customer Service Division. Disapproved application is not allowed to proceed to next step.

8.2 Inspection

8.2.1 Service Investigator shall visit applicant’s site for inspection.

8.2.2 Service Investigator shall consider location, category of application and it`s classification. See

attached SWD Board Resolution No. 037 s.2000 for the complete description of each

classification. In addition, Service Investigator shall locate mainpipe at the area for the new water connection.

8.2.3 Service investigator shall determine materials and operation/s needed to install new water service connection, taking in consideration the sample of standard water service connection as shown below. He shall assess and compute bill of materials on SICO (COM-CSD-F001) form.

8.2.3.1 The diagram below illustrates a sample of Standard Water Connection.



Page No.: 9 of 11


8.2.4 Service Investigator shall assign account number based on the location or nearest water meter found at the area for reference.

8.3 Review, Encoding and Payment

8.3.1 Customer Service Asst.-A or CSA-A shall review application and encode bill of materials for new service connection on EBCCSS.

8.3.2 Application classified as Permanent Account, shall be cleared for payment and will proceed to next step.

8.3.3 For Temporary Account, the applicant shall accomplish additional form-Temporary Contract. The

applicant shall also pay additional payment such as Registration of Temporary Contract and Guarantee Deposit which will be included in the bill of materials.

8.3.4 Applicant pays application fees. CSA shall accept payment and endorse to CP-C. CP-C

validates payment on EBCCSS. CP-C shall issue official receipt.

8.3.4.1 Application from BUO or LUO shall be processed the same as above since each unit

office has the same process of accepting and inspecting application. Fully paid application from

unit office shall forward to Main Office. CSA from Main Office will receive application and

corresponding payment. CSA-A shall encode bill of materials to EBCCSS. CSA shall remit

payment to CP-C (Cashier). CSA shall process application same as fully paid application from

Main Office and proceed to next step.

8.3.5 CSA shall prepare Application Monitoring Sheet at least once a month or if needed, to monitor and check promptness of every process.

8.3.5.1 For Temporary Account (COM-CSD-F005), accomplished Temporary Contract (COM-CSD-F005) shall be detached from application and process separately for notarization.

8.3.5.2 CSA shall endorse Temporary Contracts(COM-CSD-F005) to supervisor, department

managers and general manager. Approved Temporary Contracts(COM-CSD-F005) shall be notarized and filed.

8.4 Preparation of Job Order and RIS

8.4.1 CSA-A encodes and prepares copies Job Order (COM-CSD-F004) and Requisition & Issue Slips

(ADM-GSD-F006) for new service connection.

8.4.2 Customer Service Officer A verifies/checks and signs application.

8.5 Final Review and Approval of Application

8.6.1 Customer Service Officer A checks and signs application and forward to Commercial Services Department.

8.6.2. Commercial Services Department Manager signs and recommends approval of application to

General Manager.



Page No.: 10 of 11


8.5.1 General Manager approves and signs application.

8.6 Installation and Post-Investigation of New Water Service Connection 8.6.1 CSA prepares transmittal of application thru Transmittal Logbook and forward application to

General Services Division (GSD).

8.6.2 Application is endorse to General Services Division personnel for transmission of application to Warehouse and release of materials for application.

8.6.3 GSD shall forward Job Order(COM-CSD-F004) to WSM Division for assigning of plumber/Water

Maintenance Man and installation of new water service connection. Plumber/Water Maintenance

Man or WMM shall install new service connection.

8.6.5 Service Investigator shall post-investigate the installed new water service connection to ensure its follows the standard water connection. Materials and operation/s indicated on Job Order (COM-CSD-F004) should be installed in accordance to pre-investigation assessment of application. Service Investigator shall note if installation is properly installed and recommend repair in case of non-conformity. Service investigator shall prepare monthly post-investigation of all installed new water service connections.

8.7. Record Management for Completed Application

8.7.1 CSA shall receive Application Sets of Forms from General Services Department and accomplished Job Orders(COM-CSD-F004) from Customer Accounts Division.

8.7.2 CSA shall record details of accomplished Job Orders(COM-CSD-F004) to Record Book.

8.7.3 CSA attaches Job Orders(COM-CSD-F004) to their respective Application Sets of Forms. 8.7.4 CSA shall sorts and files completed applications according to their systems and zones. Arranged

completed applications chronologically on the folder whereas latest application on top. Label folders by System and Zone with Yellow background on label.

8.7.5 CSA shall store folders on filing cabinet. Full folders that are no longer fit on the filing cabinet

shall transfer to storage boxes. Folders on storage boxes shall have additional label indicating period covered before sending to container van for archiving.



Page No.: 11 of 11


9.0 FORMS ATTACHED

9.1 Service Investigation and Construction Order -COM-CSD-F001 9.2 Contract for Water Service Installation- COM-CSD-F002 9.3 Concessionaire’s Meter Receipt- COM-CSD-F003 9.4 Job Order Form- COM-CSD-F004 9.5 Temporary Contract- COM-CSD-F005 9.6 SWD Board Resolution No. 037 s.2000

DISCONNECTION AND RE-OPENING


Page No.: 1 of 9

This document is a property of Silang Water District (SWD) and the contents are treated confidential. Unauthorized reproduction is strictly

prohibited unless otherwise permitted by SWD Management.


REVISION HISTORY

ORIGINATED BY REVIEWED BY APPROVED

BY PAGE

REVISED NO. NO.

2016-007 00 09/06/2016 Initial Release

ALLAN C. CORTEZ

ELEANOR G. PAREDES


2016-039 01 12/01/2016

Implementation of Revised Forms

ALLAN C. CORTEZ

ELEANOR G. PAREDES




Page No.: 2 of 9



1.0 PURPOSE

To maintain consistent higher collection efficiency. To ensure that all delinquent accounts are disconnected on scheduled period and in efficient manner. To establish effective re-opening system.

2.0 SCOPE This procedure covers, disconnection of delinquent accounts, updating disconnection records on EBCCSS. It also includes monitoring of disconnected accounts and pulling-out water meters disconnected for more than a year. The procedure also covers re-opening of accounts and updating re-opening details on EBCCSS.

3.0 DEFINITION OF TERMS 3.1 Electronic Billing, Collection, and Customer Service System (EBCCSS)- electronic

database system for Commercial Services Department 3.2 Disconnection- refers to temporary disconnection of water service due to unpaid water bill 3.3 Delinquent Accounts- refers to unpaid water bill

3.4 Concessionaire- refers to customer or consumer of Silang Water District 3.5 Re-opening- refers to reconnection of disconnected accounts 3.6 Concessionaire’s Meter Receipt or CMR- form for receiving of water meter, use in re-

opening account and application 3.7 Statement of Account (SOA)- refers to water bill 3.8 Maintenance Order- form use to perform different Reconnection, Transfer of Water Meter,

Replacement of Water Meter, Voluntary Disconnection and Calibration


Not Applicable

5.0 SAFETY REQUIREMENTS 5.1 Wear applicable personal protective equipment (PPE)



Page No.: 3 of 9



5.2 Buddy system on Disconnection activity


6.1 Computer Set / Printer / Server 6.2 Logbooks 6.3 Shackle lock 6.4 Meter Seal 6.5 Continuous Form 2 ply 91/2x13 6.6 Telephone/ Cellphone 6.7 Two-way Radio 6.8 Columnar Logbook 6.9 Filing Cabinets 6.10 Water Meter Storage 6.11 Plumbing Materials Storage 6.12 Wrench 6.13 Bolt Cutter 6.14 Fliers 6.15 Vice Grip 6.16 Shovel 6.17 Flairing 6.18 Saw 6.19 Hammer /Chisel 6.20 Tool Box 6.21 Teflon 6.22 Gasket 6.23 Gloves



Page No.: 4 of 9



7.0 PROCESS FLOW

7.1 For Disconnection


Disconnector List of Accounts for Disconnection

Disconnector

List of Accounts for Disconnection

Customer Service Officer (CSO)

List of Accounts for Disconnection

Disconnector

Promissory Note Record

Disconnector, Customer Service Assistant (CSA)

List of Accounts for Disconnection and Materials & Shackle Lock Logbook


Disconnector List of Accounts for Disconnection, EBCCSS

Disconnector List of Accounts for Disconnection, Materials and Shackle Lock Logbook


Accepts List of Accounts for

Disconnection

Checks List of Accounts for

Disconnection

Encodes disconnection details

Prepares and submits Monthly

List of Disconnected Accounts

Reviews & recommends

acceptance/implementation of

Disconnection

Surrenders all water meters,

materials and unused shackle

locks

Conducts Disconnection

Prepares materials for

Disconnection

Checks Promissory Note



Page No.: 5 of 9



A

7.2 For Re-Opening of Account


CSA

Statement of Account or SOA, CMR (COM-CSD-003) Maintenance Order

CSA

Statement of Account or SOA, EBCCSS, List of Accounts for Disconnection

Concessionaire

CMR (COM-CSD-F003)

CSA

Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008) and Maintenance Logbook (for BUO &LUO)

CSA

Official Receipt, Maintenance Order –Main (COM-CSD-F006)/ Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD-F003), Remittance Report and Temporary Receipt

CSA

Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD-F003) and Transmittal Logbook

Reconnector

Maintenance Order –Main

(COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008) and CMR (COM-CSD-F003)

Reconnector

Materials and Shackle Lock Logbook

Entertains and accepts request of

reconnection

Verifies account’s latest water bill

payment

Encodes and prints Maintenance

Order-Reconnection

Assigns Maintenance Order

Accepts accomplished CMR

Conducts Reconnection

Accepts payment for reconnection fee

Surrenders Shackle Locks and

accomplished Maintenance Order



Page No.: 6 of 9



Submits Monthly Report of

Reconnection

RESPONSIBLE FLOWCHART REFERENCE

CSA

Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008) and CMR (COM-CSD-F003)

Reconnector

Monthly List of Reconnection

Encodes and updates EBCCSS



Page No.: 7 of 9



8.0 PROCEDURE

8.1 Disconnection

8.1.1 Accepts and checks List of Accounts for Disconnection

8.1.1.1 Disconnector shall receive List of Accounts for Disconnection around 8:30 am.

8.1.1.2 Disconnector checks list of accounts with Promissory Notes. Accounts with promissory will not be disconnected.

8.1.1.3 Disconnection shall announce and check concessionaires currently inside the office and waiting in line to pay water bill.

8.1.2 Disconnection

8.1.2.1 Disconnector shall prepare all tools and equipment needed for disconnection, including Shackle Locks.

8.1.2.2 There are two (2) kinds of Disconnection. If the account for disconnection

has functioning St. Meter Valve, shackle lock shall be used to disconnect the water meter. If there are no or broken St. Meter Valve, Disconnector shall pull-out water meter. Disconnector shall verify water meter number on List of Accounts for Disconnection before conducting disconnection on water meter. Reading of water meter shall be recorded on the same list.

8.1.2.3 As part of Safety Requirement, Disconnectors will practice Buddy

System. At least two (2) Disconnectors in every disconnection activity. One Disconnector shall conduct disconnection, the other will assist and serve as look out for safety purposes.

8.1.2.4 Disconnection using shackle lock, will install meter seal at the end part of

shackle lock to ensure, no tampering will occur.

8.1.2.5 Shackle lock shall have laminated warning of illegal tampering and its penalty.

8.1.2.6 Surrenders all materials and water meters to CSA for proper monitoring and inventory.

8.1.2.7 Prepares monthly report and submits to supervisors, department head

and Customer Accounts Division.

8.2 Re-Opening of Accounts

8.2.1 CSA shall courteously entertain concessionaire’s request for reconnection of account.



Page No.: 8 of 9



8.2.2 Concessionaire shall present latest and fully paid SOA of account for

reconnection.

8.2.2.1 CSA shall also verify if the account for reconnection is less than a year or more than a year disconnected. If the account is disconnected less than a year, the account is for reconnection. If the account is disconnected for more than a year, the account shall be considered as Re-apply. Re-apply will follow the same procedure as New Service Connection. See New Service Connection Procedure COM-CSD-P001

8.2.3 Determine what type of reconnection needed, refer to List of Accounts for

Disconnection.

8.2.3.1 For shackle lock reconnection, payment include reconnection fee only. 8.2.3.2 For meter installation reconnection, payment includes reconnection fee

and St. Meter Valve.

8.2.4 CSA shall encode reconnection request on EBCCSS. Control number will appear after encoding reconnection request. CSA shall write control number on CMR (COM-CSD-F003) or Maintenance Order (COM-CSD-F006) for reconnection request, it will serve as basis on payment validation.

8.2.4.1 For BUO and LUO, reconnection is not encoded immediately since the EBCCSS is located at Main office. CSA shall prepare a different form of Maintenance Order (COM-CSD-F008) and record request for reconnection on Maintenance Logbook.

8.2.5 Concessionaire shall sign CMR (COM-CSD-F003) or Maintenance Order (COM-

CSD-F006) for reconnection request and pay reconnection fee. CSA receives

payment for reconnection. Payment shall endorse to cashier or Clerk Processor

C for validation of payment and issuance of Official Receipt.

8.2.5.1 For BUO and LUO, CSA will issue temporary receipt for reconnection

payment. CSA shall later remit temporary receipt and payment to cashier

or Clerk Processor C at Main Office.

8.2.6 CSA shall assign Maintenance Order (COM-CSD-F006) for reconnection request.

8.2.6.1 Shackle lock reconnection shall be assigned to Customer Service Division employee, specifically to Reconnector/Disconnector.

8.2.6.2 Meter installation reconnection shall be assigned to Water System Maintenance Division. CSA shall retrieve water meter from water meter storage. CSA checks and records all materials on Maintenance Order (COM-CSD-F006) for reconnection request.



Page No.: 9 of 9



8.3 Reconnector / WSM employee shall reconnect water meter. Reconnector shall surrender

shackle lock to custodian for record. He shall submit accomplished Maintenance Order

(COM-CSD-F006) for reconnection request and CMR (COM-CSD-F003) to CSA for updating

records to EBCCSS for reference and filing.

8.3.1.1 For BUO or LUO, CSA/Reconnector shall come to Main office at least

once a month, to encode and update EBCCSS of all reconnected

accounts from respective unit offices.

8.3.2 Reconnector of CSD shall submit monthly report of List of Reconnected Accounts to supervisors.

9.0 FORMS ATTACHED 9.1 Statement of Account (SOA) 9.2 Maintenance Order –Main - COM-CSD-F006 9.3 Maintenance Order - BUO & LUO - COM-CSD-F008 9.4 Concessionaire’s Meter Receipt (CMR) - COM-CSD-F003

SERVICING PROCEDURE

(MAINTENANCE ORDER AND SERVICE REQUEST)


Page No.: 1 of 12



REVISION HISTORY

ORIGINATED BY REVIEWED BY APPROVED BY PAGE

REVISED NO. NO.

2016-

009 00 09-06-2016 Initial Release

MA.CHARINA S.

ANDAYA

ELEANOR G.

PAREDES

BONIFACIO B.

DELA CRUZ None

2016-

040 01 12-01-2016

Implementation of

Revised Forms

MA.CHARINA S.

ANDAYA

ELEANOR G.

PAREDES

BONIFACIO B.

DELA CRUZ None

SERVICING PROCEDURE



Page No.: 2 of 12


1.0 PURPOSE

To establish efficient system in performing after sales services. To provide system in accepting and monitoring service request and maintenance order. To ensure a quality, prompt courteous, service to the customers.

2.0 SCOPE

Servicing procedure comprises two type of services: Maintenance Order and Service Request. It covers entertaining concessionaire’s queries, accepting request from concessionaire or concerned individuals, encoding, processing and updating requests to Electronic Billing, Collection and Customer Service System or EBCCSS. Maintenance Order composes of the following activities: transfer of water meter, replacement of water meter, voluntary disconnection and calibration. Service Request includes various requests of concessionaires such as repairs, meter reading concerns, water concerns, water meter

concerns, installation/replacement of materials, relocation/reposition/raise water meter, etc.

3.0 DEFINITION OF TERMS 3.1 Concessionaire - refers to customer 3.2 Electronic Billing, Collection and Customer Service System (EBCCSS)- electronic database

system for Commercial Services Department 3.3 Statement of Account (SOA)- refers to water bill

3.4 Maintenance Order- refers to different requests and activities for plumber or Customer Service personnel that usually related to water meter. It includes Reconnection or Re-opening, Transfer of Water Meter, Replacement of Water Meter, Voluntary Disconnection and Calibration

3.5 Service Request- refers to various requests of concessionaires or concerned individual that

include but not limited to repairs, water concerns, water meter concerns, installation/replacement of materials, etc. (Refer to Procedure 8.2.1 for sample list of service requests)

3.6 Service Investigation and Construction Order (SICO) - a form use to compute bill of materials

for new water service connection and maintenance order. 3.7 Bulihan Unit Office (BUO)- refers to company’s unit office located at Bulihan, Silang, Cavite 3.8 Lumil Unit Office (LUO)- refers to company’s unit office located at Lumil, Silang,Cavite

SERVICING PROCEDURE



Page No.: 3 of 12


4.0 REFERENCE DOCUMENTS Not Applicable

5.0 SAFETY REQUIREMENTS 5.1 Wearing applicable personal protective equipment (PPE)


6.1 Computer Set / Printer / Server 6.2 Logbooks 6.3 Shackle lock 6.4 Meter Seal 6.5 Continuous Form 2 ply 91/2x13 6.6 Telephone/ Cellphone 6.7 Portable Radio 6.8 Columnar Logbook 6.9 Filing Cabinets 6.10 Water Meter Storage 6.11 Plumbing Materials Storage 6.12 Plumbing Materials 6.13 Construction Tools and Materials 6.14 Water Meter

SERVICING PROCEDURE



Page No.: 4 of 12


7.0 PROCESS FLOW

7.1 Maintenance Order

7.1.1 Voluntary Disconnection/ Calibration of Water Meter


CSA

Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), Maintenance Logbook (for BUO &LUO) and EBCCSS

CSA

EBCCSS, Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008) and Concessionaire’s Meter Receipt or CMR (COM-CSD-F003)

CSA

Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD-F003) and Official Receipt

CSA

Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD-F003) and Transmittal Logbook

Plumber/ Water Maintenance Man/ Disconnector/ WRFTA/ Calibrator

Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008) and CMR (COM-CSD-F003) Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008) and CMR (COM-CSD-F003)

Entertains concerned individual or

concessionaire requesting maintenance

order

Encodes maintenance order

Resolves maintenance order

Endorses maintenance order to concerned

division

Prints maintenance order

Accepts payment (for calibration request

only)

Receives accomplished maintenance

order or report

A

SERVICING PROCEDURE



Page No.: 5 of 12



CSA


CSA


7.1.2 Transfer of Water Meter/ Replacement / Reconnection with Materials


CSA

Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008)Maintenance Order, EBCCSS

CSA

EBCCSS, Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008) and CMR (COM-CSD-F003)

CSA

EBCCSS, Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008) and CMR (COM-CSD-F003)

Service Investigator/CSA

EBCCSS, Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD-F003) and SICO (COM-CSD-F001)

Updates records on EBCCSS


concessionaire requesting

maintenance order.

Encodes maintenance order to EBCCSS.

Inspects site/Assigns needed materials for maintenance order.

Files accomplished Maintenance Order.

Prints maintenance order.

A

A

SERVICING PROCEDURE



Page No.: 6 of 12


A


CSA

EBCCSS, Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD-F003) and SICO (COM-CSD-F001) and Official Receipt

Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD-F003) and SICO (COM-CSD-F001)

CSA

Department Manager and General Manager

RIS (ADM-GSD-F006), Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD-F003) and SICO (COM-CSD-F001)

CSA

Maintenance Order –Main (COM-CSD-F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD-F003) and SICO (COM-CSD-F001) and Transmittal Logbook,

CSA Maintenance Order –Main (COM-CSD- F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD- F003) and SICO (COM-CSD-F001)

CSA Maintenance Order –Main (COM-CSD-

F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD- F003) and SICO (COM-CSD-F001)

CSA Maintenance Order –Main (COM-CSD- F006) / Maintenance Order –BUO&LUO (COM-CSD-F008), CMR (COM-CSD- F003) and SICO (COM-CSD-F001)

Accepts payment

Forwards maintenance order to

General Services Division

Prepares Requisition and Issue Slip

or RIS

Approves maintenance order.

Receives accomplished

maintenance order

Files accomplished Maintenance

Order.

Updates record on EBCCSS

SERVICING PROCEDURE



Page No.: 7 of 12


7.2 Service Request 7.1.1 Service Line Leak, Main Line Leak, Low Pressure or No Water,

Installation/Replacement of Material/s, Relocation/Reposition/Raise Water Meter, etc.

(Refer to Procedure 8.2.1 for sample list of Service Requests)


CSA

Service Request- Main (COM-

CSD-F007) / Service Request-

BUO&LUO (COM-CSD-009) and EBCCSS

CSA



BUO&LUO (COM-CSD-009) and EBCCSS

CSA



BUO&LUO (COM-CSD-009) and

Transmittal Logbook

Plumber/ Water Maintenance Man/ WRFTA



BUO&LUO (COM-CSD-009)

CSA



BUO&LUO (COM-CSD-009)

CSA Service Request- Main

(COM-CSD-F007) / Service

Request- BUO&LUO (COM-CSD- 009)

Service Request- Main

CSA (COM-CSD-F007) / Service

Request- BUO&LUO (COM-CSD- 009)


concessionaire with service request

Encodes service request to EBCCSS

Resolves service request

Receives accomplished service

request/ Accomplished Service

Request Report

Endorses service request to

concerned personnel/division

Updates records on EBCCSS.

Files accomplished Weekly Service

Request Report.

SERVICING PROCEDURE



Page No.: 8 of 12


8.0 PROCEDURE 8.1 Maintenance Order

8.1.1 Voluntary Disconnection/ Calibration of Water Meter 8.1.1.1 CSA entertains concessionaire or concerned individual requesting maintenance

order. 8.1.1.1.1 For BUO and LUO, CSA/JO shall manually prepares Maintenance Order

using another form of Maintenance Order (COM-CSD-F008). The form is pre-printed and different from Maintenance Order (COM-CSD-F006) of Main Office because it is computer generated.

8.1.1.2 CSA encodes, categorizes, prepares and prints Maintenance Order (COM-CSD-

F006) thru EBCCSS.

8.1.1.3 CSA receives payment of fee and forward to CP-C (Cashier) for issuance of Official Receipt. Calibration is Php. 50.00 while Voluntary disconnection is free of charge.

8.1.1.4 CSA endorses Maintenance Order (COM-CSD-F006) to concerned division:

a. Voluntary Disconnection – WRFT-A/Disconnector of Customer Service Division. b. Calibration – Water System Maintenance Division

8.1.1.5 Assigned division resolves Maintenance Order (COM-CSD-F006) by calibrating water

meter or voluntary disconnecting water meter

8.1.1.6 CSA receives accomplished maintenance order or Calibration Report from WSM Division and updates records on EBCCSS.

8.1.1.6.1 For BUO and LUO, maintenance order shall process the same as above

procedure with few adjustment. The CSA/WRFTA/JO encodes and update Maintenance Order (COM-CSD-F008) on EBCCSS only after accomplishing

maintenance order (COM-CSD-F008). CSA/ WRFTA/ JO shall visit Main office to

encode accomplished Maintenance Order (COM-CSD-F008) on EBCCSS at least twice a month.

8.1.1.7 For Calibration, if the water meter passed the calibration, CSA shall give a copy of Calibration Report to concessionaire. Concessionaire will have to pay the water bill as it was billed prior the calibration. Failed water meter with more 102% calibration rating, will be adjusted accordingly. Calibration Report will be endorsed to Biller for water bill adjustment.

8.1.2 Transfer of Water Meter/ Replacement / Reconnection with Materials

8.1.2.1 CSA entertains concerned citizen or concessionaire requesting for transfer / replacement/ reconnection with materials.

SERVICING PROCEDURE



Page No.: 9 of 12


8.1.2.2 CSA encodes, categorizes, prepares and prints Maintenance Order (COM-CSD-F006) thru Electronic System. CSA attaches SICO Form.

8.1.2.3 Service Investigator shall receive Maintenance Order and inspect the site. Service

Investigator shall assign and compute needed materials for transfer/replacement/

reconnection on SICO (COM-CSD-F001) . He shall endorse Maintenance Order

(COM-CSD-F006) and SICO (COM-CSD-F001) to CSA for payment of

concessionaire.

8.1.2.5 CSA receives payment from concessionaire for the transfer of water meter. A Clerk Processor C or CP-C (Cashier) receives and validates payment on EBCCSS. Clerk Processor (Cashier) issues Official Receipt.

8.1.2.6 CSA prepares Requisition & Issue Slips or RIS (ADM-GSD-F006) to order and

release the materials needed for transfer of water meter. RIS (ADM-GSD-F006 shall attach to Maintenance Order (COM-CSD-F006) and SICO (COM-CSD-F001). Transfer Set Forms includes Maintenance Order (COM-CSD-F006), SICO (COM-CSD-F001), RIS (ADM-GSD-F006), the set will endorse to Department Manager and General Manager for approval.

8.1.2.7 Department Manager and General Manager approves and signs Transfer Set Forms.

8.1.2.8 CSA forwards Transfer Set Forms to Administrative Aide of General Services

Division for release of materials needed for transfer and WSM Division for transfer of water meter.

8.1.2.9 CSA receives accomplished maintenance order and updates records on EBCCSS.

8.1.2.9.1.1 For BUO and LUO, maintenance order shall process the same as above procedure with few adjustment. The CSA/WRFTA/JO encodes and update maintenance order on EBCCSS only after accomplishing maintenance order. CSA/ WRFTA/ JO shall visit Main office to encode accomplished maintenance order on EBCCSS at least twice a month.

8.1.2.10 CSA shall file accomplished Maintenance Order (COM-CSD-F006) for Main Office. CSA or JO from unit offices will follow the same procedure and file their Maintenance

Order (COM-CSD-F008) on their respective offices.

8.2 Service Request

8.2.1 Service Request includes the following requests: 1. SERVICE LINE LEAK 2. MAIN LINE LEAK 3. ST. METER VALVE (SMV) LEAK/ BROKEN SMV 4. LEAK NEAR WATER METER (WM)

SERVICING PROCEDURE



Page No.: 10 of 12


5. LEAK BEFORE WATER METER 6. STANDPIPE LEAK/ BROKEN STAND PIPE 7. CHECK VALVE LEAK / BROKEN CHECK VALVE 8. NIPPLE LEAK / BROKEN NIPPLE 9. CHECK WM & SERVICE LINE FOR POSSIBLE LEAK 10. RAISED UP WM / RAISED UP STANDPIPE 11. RELOCATION OF WM 12. CHECK WM & SERVICE LINE NO WATER – ONE INDIVIDUAL 13. CHECK WM & SERVICE LINE LOW PRESSURE – ONE INDIVIDUAL 14. INSTALLATION OF NEW SMV 15. INSTALLATION OF CHECK VALVE 16. TAIL PIECE LEAK / BROKEN TAIL PIECE 17. SADDLE CLAMP LEAK / BROKEN SADDLE CLAMP 18. RUSTED STAND PIPE 19. EXCAVATION OF VALVE 20. COUPLING REDUCER LEAK 21. ROAD WIDENING 22. CHECK SMV IF DEFECTIVE 23. BROKEN SERVICE LINE 24. PULL OUT WM – BROKEN 25. FOR RESTORATION 26. CUT OFF SVC LINE – ILLEGAL 27. SERVICE LINE LEAK W/ CUTTING 28. SERVICE LINE LEAK W/ JETTING 29. REALIGNMENT OF WM 30. CHECK WM & SERVICE LINE 31. UNION PATENTE LEAK 32. REHABILITATION OF MAIN LINE 33. CHECK BROKEN PIPE 34. GATE VALVE LEAK 35. REPOSITION OF WM 36. ELBOW LEAK 37. BROKEN SERVICE LINE 38. FLUSHING OF MAINLINE 39. INSTALLATION OF AIR RELEASE 40. REHABILITATION OF SVC LINE 41. RAISED SERVICE LINE 42. BROKEN TAIL PIECE 43. BALL VALVE LEAK / BALL VALVE BROKEN 44. ARRANGED WM 45. CUT OFF SERVICE LINE 46. CUT OFF MAIN LINE 47. RAISE SERVICE LINE 48. CHECK BROKEN PIPE 49. RE ARRANGED SERVICE LINE 50. CHANGE SERVICE LINE 51. CHANGE MAINLINE 52. HIGH CONSUMPTION

SERVICING PROCEDURE



Page No.: 11 of 12


53. LOW CONSUMPTION 54. RE-CLASSIFICATION 55. CHECK FOR ILLEGAL CONNECTION

8.2.1.1 CSA entertains concerned citizen or concessionaire thru personal appearance,

phone call/text message or email/Facebook message.

8.2.1.2 CSA encodes and categorizes service request, not applicable for Bulihan and Lumil Unit Offices.

8.2.1.3 CSA prints Service Request (COM-CSD-F007) thru EBCCSS. For BUO and

LUO, CSA shall prepare service request manually using a different form of Service Request (COM-CSD-F009).

8.2.1.3.1 Additional procedure for Installation of New St. Meter Valve/Checkvalve or any request that includes payment of material/: CSA shall forward payment to Clerk Processor C or CP-C /Cashier and Cashier validates payment on EBCCSS. Cashier issues Official Receipt.

8.2.1.3 CSA endorses service request to concerned division.

a. Customer Service Division thru CSA/ WRFT-A/Disconnector/Inspector: High/Low Consumption, Re-classification, and Check for Illegal Connection

b. Maintenance Division:

Request that involves plumbing services such as: Service Line Leak, Main Line Leak, Installation/Replacement of Material/s, Relocation/Reposition/Raising of Water Meter, No/Low Pressure of Water Supply (One Household), etc.

c. Production Division:

Request related to water supply including: Flushing of Mainline and High pressure check

8.2.1.4 Resolves request by site inspection or checking of water supply/meter/service

line/ or replacing materials or repairing service/main line. 8.2.1.5 CSA shall receive accomplished Service Request (COM-CSD-F007).

8.2.1.6 CSA shall encode details of results to EBCSS.

8.2.1.6.1 For Bulihan Unit Office and Lumil Unit Office, same procedure is applied for processing of service request. A CSA or Job Order (JO) of Customer Service Division shall visit Main Office to encode and update all accomplished service requests on EBCCSS at least twice a month.

SERVICING PROCEDURE



Page No.: 12 of 12


8.2.1.7 CSA shall file accomplished Service Request (COM-CSD-F007) for Main Office.

CSA or JO from unit offices will follow the same procedure and file their requests on their respective offices.

9.0 FORMS ATTACHED

9.1 Maintenance Order- COM-CSD-F006 9.2 Maintenance Order (Manual) - COM-CSD-F008 9.3 Service Request- COM-CSD-F007 9.4 Concessionaire’s Meter Receipt- COM-CSD-F003 9.5 Service Request (Manual)- COM-CSD-F009 9.6 SICO- COM-CSD-F001

CUSTOMER’S FEEDBACK


Page No.: 1 of 7



REVISION HISTORY

ORIGINATED BY:

REVIEWED BY:

APPROVED BY

PAGE REVISED NO. NO.

2016-

008 00 09-06-2016

INITIAL

RELEASE

MA.CHARINA S.

ANDAYA

ELEANOR G.

PAREDES

BONIFACIO B.

DELA CRUZ NONE



Page No.: 2 of 7


1.0 PURPOSE

To establish efficient, prompt and quality service to the customers of Silang Water District.

2.0 SCOPE

The procedure covers acceptance and encoding of feedbacks to EBCCSS. It includes gathering of Customer Ratings and Satisfaction to ensure customer’s satisfaction is met.

3.0 DEFINITION OF TERMS 3.1 Concessionaire - refers to customer 3.2 Electronic Billing, Collection and Customer Service System (EBCCSS )- electronic database

system for Commercial Service Department 3.3 Statement of Account (SOA) - refers to water bill 3.4 Maintenance Order - form use to perform different Reconnection, Transfer of Water Meter,

Replacement of Water Meter, Voluntary Disconnection and Calibration. 3.5 Service Request - refers to a various service requests of concessionaires or individuals that

mostly concern assistance on plumbing matters, including repairs, water concerns, water meter concerns, installation/replacement of materials, etc.

3.6 Civil Service Commission- Anti Red Tape Act or CSC ARTA - government policy for all

government agency to ensure transparent, honest and prompt service to people.


4.1 Presidential Decree No.198 (as amended by Presidential Decree No. 768) Section 31, Protection

of Water and Facilities of District. 4.2 Republic Act No. 9485 or Anti-Red Tape (ARTA) OF 2007

5.0 SAFETY REQUIREMENTS 5.1 Wearing applicable personal protective equipment (PPE)



Page No.: 3 of 7



6.1 Computer Set / Printer / Server 6.2 Logbooks 6.3 Continuous Form 2 ply 91/2x13 6.4 Telephone/ Cellphone 6.5 Two-way Radio



Page No.: 4 of 7


A

7.0 PROCESS FLOW

7.1 Feedback / Complaints


CSA

EBCCSS, Commendation Form/Complaint Form/ Recommendation/ Feedback Form (COM-CSD-F010)/Feedback Form (COM-CSD-F011)

CSA

EBCCSS, Commendation Form/Complaint Form/ Recommendation Form/ Feedback Form-Main (COM-CSD-F010)/Feedback Form-BUO &LUO (COM-CSD-F011)

CSA

EBCCSS and Feedback Form-Main (COM-CSD-F010)

Happy or sad picture

CSA

EBCCSS and Commendation Form/Complaint Form/ Recommendation Form/ Feedback Form-Main (COM-CSD-F010)/Feedback Form-BUO &LUO (COM-CSD-F011)

Concerned Division

Commendation Form/Complaint Form/ Recommendation Form/ Feedback Form-Main (COM-CSD-F010)/Feedback Form-BUO &LUO (COM-CSD-F011)

CSA



concessionaire with feedback

Encodes details and categorizes feedback

Resolves feedback/complaints

Receives accomplished

feedback/complaints

Endorses complaints to concerned division

Prints feedback

Receives customer’s satisfaction response

rate from concessionaire



Page No.: 5 of 7


RESPONSIBLE FLOWCHART REFERENCE

CSA


CSA


CSA


Updates records

Files accomplished feedback

Submits monthly summary report to

supervisors and department manager

A



Page No.: 6 of 7


8.0 PROCEDURE

8.1 Feedback

8.1.1 CSA entertains concerned citizen or concessionaire whether personal appearance or

thru phone call/text message or email/Facebook message. It’s also includes

acceptance of written feedback using CSC ARTA forms available in Main Office,

Bulihan Unit Office and Lumil Unit Office.

8.1.1.1 CSC ARTA forms consists of the following:

a. Form 1- Commendation b. Form 3- Complaint c. Form 4-Recommendation

8.1.2 CSA shall encode, classify and categorize feedback on EBCCSS.

8.1.2.1 Classification of Feedback

8.1.2.1.1 G-Commendation 8.1.2.1.2 C-Complaint 8.1.2.1.3 R-Recommendation

8.1.2.2 Category of Feedback

8.1.2.2.1 W- Water Supply/Quality Concern 8.1.2.2.2 WB- Water Billing and Collection Concern 8.1.2.2.3 PM- Personnel or Management 8.1.2.2.4 F- Facility Concern 8.1.2.2.5 M- Materials

For Bulihan Unit Office and Lumil Unit Office, CSA shall prepare Feedback using manual method. Manual method includes accomplishing Feedback Form-Manual (COM-CSD-F011). CSA or any Customer Service Division or CSD personnel shall encode resolved feedback later on EBCCSS. CSA or any CSD personnel shall come to Main Office to encode feedback at least once a month.

8.1.3 CSA shall print Feedback (COM-CSD-F010) from EBCCSS.

8.1.3.1 For Main Office , the existing form for Feedback is currently name as ‘’Service Request’’. It is for the reason that the EBCCSS program is still on process of developing and establishing database system and changes/renames of modules and forms will take a period to request.

8.1.3.2 On Feedback form, nature of feedback is already written with code. First letter is for Classification (See Feedback 8.1.2.1. for complete list of Classification), second and/or third letter connotes Category of feedback (See Feedback 8.1.2.2 for complete list of Category), next letters will be the nature of Feedback. CSA shall select the appropriate feedback on selections based on the customer’s feedback.



Page No.: 7 of 7


8.1.4 CSA shall receive concessionaire/concerned citizen’s response satisfaction on

feedback by putting smiling face or sad face on the feedback box.

8.1.5 CSA endorses Feedback (COM-CSD-F010) to concerned division/department using

Transmittal Logbook.

8.1.5.1 (W) Water Supply /Quality – Engineering Operation Department, Water System Maintenance Division, General Services Division Production Division Personnel Concerned- Any Concerned Division 8.1.5.2 (WB) Water Billing and Collection Concern - Customer Accounts Division,

Customer Service Division.

8.1.5.3 (PM)- Personnel or Management-(PM)- Any Division or Department

8.1.5.4 (F) Facility Concern- General Services Division, General Manager

8.1.5.4 (M) Materials – General Services Division and Water System Maintenance

Division

8.1.6 Concerned Division shall resolve Feedback(COM-CSD-F010) at least eight (8) hours

to twenty hours (24) hours upon receiving complaint.

8.1.7 CSA encodes details of results to EBCCSS.

8.1.8 CSA prepares Monthly Summary Report of Feedback and Customer Satisfaction Rating.

8.1.8.1 CSA shall count all the smiling and sad faces, twice a week in every unit offices. CSA shall record all the data and prepare monthly summary of all the smiling face and sad face in every offices.

8.1.8.2 A CSA from every offices shall also prepare Monthly Summary Report of Feedback by counting all categorized and classified feedbacks.

8.1.8.3 CSA shall prepare two copies of each report and submit all reports to supervisor, department manager and general manager.

8.1.9 CSA files all accomplished Feedbacks(COM-CSD-F010) and reports.

9.0 FORMS ATTACHED 9.1 Feedback (Complaints) – COM-CSD-F010 9.2 Feedback (Manual) – COM-CSD-F011 9.3 Form 1 Commendation – External Reference – Civil Service Commission : ARTA 9.4 Form 3 Complaint – External Reference – Civil Service Commission : ARTA 9.5 Form 4 Recommendation – External Reference – Civil Service Commission : ARTA

document no : com-csd-p001 rev. no. : new water service ... · 3.4 electronic billing, collection...

Documents