TABLE OF CONTENTS
Vision and Mission .......................................................................................................................................................... 1 Core Values....................................................................................................................................................................2 Foreword…………………………………………………………………………………………………………………………………………………………………3 Message from the GM .................................................................................................................................................... 4 Feedback and Redress Mechanisms .............................................................................................................................. 5 List of Frontline Services ................................................................................................................................................ 6 Carmona Water District Citizen’s Charter ..................................................................................................................... 7
Article 1. General Provision ............................................................................................................................... 7 Section 1. Title ................................................................................................................................................ 7 Section 2. Purpose ......................................................................................................................................... 7 Section 3. ARTA Committee .......................................................................................................................... 7 Section 4. Declaration of Principles .............................................................................................................. 8 Section 5. Definition of Terms ....................................................................................................................... 8
Article 2. Service Standards, Procedures, and Commitment ........................................................................... 9 Section 1. Declaration of Duty ...................................................................................................................... 9 Section 2. Service Standards ......................................................................................................................... 9 Section 3. Services, Procedures and Commitment and Flowcharts ............................................................ 9
Processing of Water Service Application ................................................................................................ 10 Processing of Payments for Water Bill .................................................................................................... 16 Attending to Service Requests ................................................................................................................. 21 Request for Water Meter Test ................................................................................................................. 31 Issuance of Statement of Account ........................................................................................................... 35 Request for Voluntary Disconnection ..................................................................................................... 39 Request for Reconnection ........................................................................................................................ 43 Request for Senior Citizen Discount ........................................................................................................ 49 Request for Change Name/Address ........................................................................................................ 52 Issuance of Certification- Inspection of Flowmeter Installation ............................................................ 55
Forms……………………….. .................................................................................................................................................... 61 Carmona Water District Board Resolution ................................................................................................................... 73
CARMONA WATER DISTRICT
(LWUA CCC No. 561)
Vision The premier Water District in Cavite highly recognized for excellence in providing service and quality water for welfare of the concessionaires and waste water industry. Mission Carmona Water District shall provide safe, adequate, economical water and deliver services to address the needs of the concessionaires thereby actively participate in the environmental protection program of the community.
Carmona Water District and its employees are guided by the following Core Values: Accountability Our employees take responsibility for our own actions. We perform duties required by our job functions in an efficient, fair, and transparent manner. Leadership We work in an environment where the management values group motivation and team work, thus creating a vision that motivates and inspires all employees. Ecological Awareness We realize the important need to preserve the environment and natural resources. We strongly support this advocacy through different activities within the agency. Reliability Our dependability and consistent good service reflect our commitment to our valued concessionaires. Timelessness As a public servant, we are always at your service going above and beyond our regular job duties.
Foreword Carmona Water District’s goal to ensure concessionaire satisfaction is anchored to service excellence. Inherent in this goal is the responsibility to provide efficient services through the creation and implementation of our Citizen’s Charter. This shall deliver complete information on the agency’s frontline services, accessible to the general public. Carmona Water District Citizen’s Charter aims to promote efficiency and transparency in delivering government services to its concessionaires through streamlined procedures and processes. With this complete and simplified approach, the management is positive that this manual will be of great help to Carmona Water District personnel, concessionaires, and the general public and will contribute significantly in our efforts to disseminate this information to support the agency’s mission. LEOPOLDO A. DIAZ Chairperson, Board of Directors
Message Our services are most important because we value our concessionaires. It is Carmona Water District’s aim to render good, fair, and quality service to the public. More importantly, it is our goal to serve our concessionaires with efficiency and transparency. In this regard, the management facilitated the creation of our Citizen’s Charter pursuant to Republic Act No. 9485 otherwise known as the Anti-Red tape Act of 2007 which will serve as a guide for efficient business transactions with our agency. The step-by-step processes will ensure proper understanding of the procedures for availing the agency’s frontline services. We are proud of this initiative and will continue to improve our processes to provide excellent and consistent services to you, our valued concessionaires. ANILINE B. FRANCIA General Manager
FEEDBACK AND REDRESS MECHANISMS
You can send your feedback, suggestions, and complaints through any of the following:
Customer Service Feedback Form and Suggestion Box located at the Customer’s Lobby Area
Customer Service Representatives located at the Customer’s Lobby Area
Office telephone numbers: Service Account Concern (ex:billing, disconnection) 430-0832 / 430-0832 local (111) Monday to Friday 8am to 5pm
Saturday 7am to 12 noon
Hotline Numbers: Emergency Cases (ex: leaks, broken pipe) 0917-844-6049 (24 hours)
Water Interruption & Water Quality 0917-630-8634 (24 hours)
E-mail address: [email protected]
Facebook: Carmona Water-District
Thank you for helping us improve our services.
• PROCESSING OF WATER SERVICE APPLICATION
• PROCESSING OF PAYMENTS FOR WATER BILL
• ATTENDING TO SERVICE REQUESTS
• REQUEST FOR WATER METER TEST
• ISSUANCE OF STATEMENT OF ACCOUNT
• REQUEST FOR VOLUNTARY DISCONNECTION
• REQUEST FOR RECONNECTION
• REQUEST FOR SENIOR CITIZEN DISCOUNT
• REQUEST FOR CHANGE NAME/ADDRESS
• ISSUANCE OF CERTIFICATION - INSPECTION OF FLOWMETER INSTALLATION
List of Carmona Water District's Frontline Services
CARMONA WATER DISTRICT CITIZEN’S CHARTER
ARTICLE 1 GENERAL PROVISIONS
Section 1. Title. These procedures on availing the frontline services of Carmona Water District shall be known as
the Carmona Water District Citizen’s Charter. Section2. Purpose. This is ratified to provide a guide on the step-by-step procedures for availing the frontline
services of Carmona Water District. This shall diminish red tape, ensure transparency in the management, ensure customer satisfaction, and encourage concessionaires to give feedbacks, comments, and suggestions for the agency’s improvement.
Section 3. ARTA Committee. The Committee for Anti Red-Tape Act (ARTA) shall ensure the compliance of the
agency with the provisions in the Implementing Rules and Regulations of Republic Act 9485 (Anti-Red Tape Act of 2007). The Committee shall monitor and periodically review the Citizen’s Charter’s implementation and shall also be in-charge of evaluating the service standards to ensure compliance.
Chairman Aniline B. Francia General Manager C
Members Alvie R. de las Alas HR and Administration Division Manager C
Lani O. Manguit Administrative Services Chief C
Rocelisa G. Maulanin Customer Services Officer B
Joemar G. Cunanan Finance Division Manager C
Marvie N. Manigbas Engineering and Operations Division Manager C
Section 4. Declaration of Principles. Carmona Water District Citizen’s Charter and its implementation shall be guided by the following principles: 4.1. Transparency in management. The Citizen’s Charter shall provide concessionaires with needed
information regarding the frontline services management of the agency. 4.2. Efficient customer service. The streamlined procedures and processes shall effectively contribute to customer satisfaction. 4.3. Enhanced accountability. The Citizen’s Charter shall help improve governance within the agency rendering fast, efficient, convenient and reliable service.
Section 5. Definition of Terms. The following terms used herein shall mean as follows:
5.1. Citizen’s Charter refers to an official document of the Carmona Water District which incorporates step-by-step procedures for availing a specific service. 5.2. Frontline Services refer to the transactions between clients and the district’s section/department involving applications for any privilege, permit, documents, and concession and/or requests which are acted upon in the ordinary course of business of the section/department concerned. 5.3. Officer, employee, or staff refers to a person employed in the water district required to perform particular duties and responsibilities related to the application or request tendered by a client for processing. 5.4. Concessionaire / customer / client refers to the person who has an active/inactive water connection with the Carmona Water District 5.5 Agency refers to the Carmona Water District
ARTICLE 2 SERVICE STANDARDS, PROCEDURES, AND COMMITMENT
Section 1. Declaration of Duty and Commitment. The Carmona Water District hereby declares its duty and
commitment to bind itself to carry out the following: 1.1. Publish and distribute the Carmona Water District Citizen’s Charter to the different sectors 1.2. Head and monitor the information dissemination of the Carmona Water District Citizens’ Charter among the CWD employees and concessionaires through postings on bulletin boards, Customer Lobby Area, CWD websites, social media pages, and other means of publication
Section 2. Service Standards. The Carmona Water District shall uphold these service standards at all times:
2.1. Employees are in their designated post everyday from 8:00 AM to 5:00 PM and beyond as may deem necessary 2.2. The Cashier shall be open from 7:00 am to 5:00 pm during weekdays and shall be open from 7:00 am to 12:00 noon during Saturdays. 2.3. Employees or staff transacting with the client must always wear the proper identification card 2.4. For simple transactions, expect action within one (1) working day. For complex ones, it shall be maximum of ten (10) working days. 2.5. Signatories in the documents for any transaction are limited to four (4). 2.6. Telephone calls are answered within three (3) rings. When dealing with inquiries, the staff shall assist clients by transferring them to the concerned officer who shall answer within 5 minutes for simple inquiries and more than 5 minutes for complex ones. 2.7. Inquiries through e-mail and social media shall be acted upon within the day. 2.8. Transactions through the 24-Hour Hotline number shall be acted upon within the day.
Section 3. Services, Procedures and Commitment. The following are the services and procedures for availment and service commitments of the Carmona Water District.
10
PROCESSINGOFWATERSERVICEAPPLICATION
RECIPIENTS: General Public (within the service area of the Carmona Water District)
AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break) Saturdays from 7:00 am to 12:00 noon
REQUIREMENTS:
• Any valid ID (SSS, GSIS, Voter’s ID, Senior Citizen’ s ID, Company ID, Driver’s License, Postal ID or any Government-issuedID)
• Latest Community TaxCertificate • BarangayClearance • Photocopy of the Land Title / Deed of Sale / Land Award or any proof ofownership
ADDITIONAL REQUIREMENTS IF THROUGH A REPRESENTATIVE:
• Authorizationletter • Valid ID of therepresentative
ADDITIONAL REQUIREMENTS FOR TENANTS/LESSEE:
• Authorization letter from the landowner allowing the lessee to apply for a service connection and hereby guaranteeing any obligations left by the lessee in the future
• Valid ID of thelandowner • Contract of lease, ifcompany
OTHER DOCUMENTS, IF NECESSARY:
• Businesspermit • Proof of Billing named after theapplicant
11
FEES: • Php 2, 337.00 (Service ApplicationFee) • Fees for Materials which are based on actual costing upon inspection
HOW TO AVAIL THESERVICE:
Follow these Steps Duration of Activity
(Under Normal circumstances)
Staff in Charge
Fee/s
Forms
Location
Applicant/Client
Service Provider
1. Proceed to Customer service counter and ask for the list of requirements
Respond
promptly and give the list of
requirement
2 minutes
Customer Services
Assistant
None
Requirements
Customer Services
Counter (046) 430-0832 loc.
111
2. Give information and submit all the requirements
Interview and
encode the client information to the Service Application and Construction
Order (SACO)
15 minutes
Customer Services
Assistant
None
SACO
Customer Services
Counter (046) 430-0832 loc.
111
12
Follow these Steps Duration of
Activity (Under Normal circumstances)
Staff in Charge
Fee/s
Forms
Location
Applicant/Client
Service Provider
3. Wait for site inspection (1to2days)
Prepare Inspection
Slip
2 minutes
Customer Services
Assistant
None
Inspection
Slip
Customer Services
Counter (046) 430-0832 loc.
111
4. Receive the filled up Inspection Slip
Field inspection and issuance of the inspection slip filled out with the list of materials
(Note: Costs of materials are subject to change without prior notice.)
5 minutes for
Tapping
10 minutes for Box Type
15 minutes for
Jetting
15 minutes for Stub Out
Maintenance Team
None
Inspection
Slip
Applicant’s service
address
13
Follow these Steps Duration of
Activity (Under Normal circumstances)
Staff in Charge
Fee/s
Forms
Location
Applicant/Client
Service Provider
5. Listen to orientation about CWD’s policies. Fill up Affidavit of Undertaking and Contract for Water Service Installation.
Orient the client about the CWD’s
policies
Issue the Affidavit of Undertaking and Contract for Water Service Installation
20 minutes
Customer Services
Assistant
None
Frequently
Ask Questions
Affidavit of Undertaking
Contract for
Water Service Installation
Customer Lobby Area Cashier's
Counters 1 and 2 (046) 430-0832 loc.
103
6. Proceed to Cashier/Teller and pay the service connection fee and materials and present the SACO
Process the
payment, receive the SACO, and issue official
receipt
7 minutes
Cashier/Teller
Service
Connection fee: Php 2,337.00
Materials: Based on
the costing of the
materials
Inspection
Slip
SACO
Customer Lobby Area Cashier's
Counters 1 and 2 (046) 430-0832 loc.
103
14
Follow these Steps Duration of
Activity (Under Normal circumstances)
Staff in Charge
Fee/s
Forms
Location
Applicant/Client
Service Provider
7. Wait for the maximum 5 working days for installation
Schedule for installation
Installation Team
None
Engineering Division
(2nd floor) (046) 430-0832 loc.
108
8. Receiveandsign copy of the Maintenance Order Slip and MeterReceipt
Installation of
new connection
a. Box- Type withJetting
b. Box-type
c. Tap
4 hours
1 hour and 30 minutes
45 minutes
Installation Team
None
Maintenance
Order Slip
Meter Receipt
Engineering Division
(2nd floor) (046) 430-0832 loc
108
*****END OFTRANSACTION*****
DURATION OFTHESERVICE: Maximum of 10 workingdays
PROCESSINGOFWATER SERVICEAPPLICATION
Customer
START
Receive Inspection Slipthenproceedto customerservice
Proceedtocashier presentSACO and paynecessaryfee
END
Customer Service Assistant
Maintenance Team
Cashier
Installation Team
Interview and encode the customer information to Service Applicationand Construction Order(SACO) form then check the requirements. Prepare InspectionSlip
Conduct field inspection andissuetheInspection Slip
Orient the Customer about CWD’s policies then issue Affidavit of Under Taking and Contract of Water Service Installation
Process thepayment. Receive the SACO and issue official receipt
Install new connection thenissue customer’s 15 copy of Maintenance Order Slip and Meter Receipt
Proceed to customer service counter and give all the requirements and necessary information
Receive copy of Maintenance Order Slip and Meter Receipt
16
RECIPIENTS: Concessionaires of the Carmona WaterDistrict
AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break)
Saturdays from 7:00 am to 12:00 noon
REQUIREMENTS: • Current water bill (if not available, previous waterbill)
FEES: • As stated in the waterbill
HOW TO AVAIL THESERVICE:
Follow these Steps Duration of Activity
(Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
*With water bill
1. Follow seating arrangement assigned by watchman on duty. Wait for your turn to be served.
Manage the queue
of the concessionaires
Watchman on duty
Customer Lobby Area
PROCESSINGOFPAYMENTSFORWATERBILL
17
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
2. Give the water bill and the payment to the cashier/teller. Receive the original copy of the water bill receipt from the cashier/teller.
Accept the
payment and issue the Official Receipt
2 minutes
Cashier/Teller
As stated
in the water bill
Customer Lobby Area Cashier's
Counters 1 and 2 (046) 430-0832 loc.
103
*Without water bill and/or with inquiry
1. GotoCustomer Service Counter and ask for a copy of your waterbill
Respond
accordingly
5 minutes
Customer Services
Assistant
None
Customer Service
Counter (046) 430-0832 loc.
111
18
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
2. After getting the response from the Customer Service Counter, go to the Customer Lobby Area and wait for your turn to be served by the cashier/teller
Manage the queue
of the concessionaires
Watchman on duty
As stated
in the water bill
Customer Lobby Area Cashier's
Counters 1 and 2 (046) 430-0832 loc.
103
3. Give the water bill and the payment to the cashier/teller. Receive the original copy of the water bill receipt from the cashier/teller.
Accept the
payment and issue the Official Receipt
2 minutes
Cashier/Teller
As stated
in the water bill
Customer Lobby Area Cashier's
Counters 1 and 2 (046) 430-0832 loc.
103
19
Note: Pay the water bills only to the authorized billing collectors/cashiers designated at the collection office/sub-collection offices and collecting bank agents with proper issuance of Official R e c e i p t .
*****END OFTRANSACTION*****
DURATION OFTHESERVICE: Maximum of 2 minutes, if with waterbill Maximum of 7 minutes, if without water bill and/or inquiry
20
PROCESSING OF PAYMENTS FOR WATER BILL
Customer
Customer Service Assistant
Cashier
START
with or
without water bill?
with
without
Attendpromtlyandgiveacopyofbill
A
Processpayment and issueofficial receipt
Receive official receipt
END
Proceed to customer service counter
Proceed to cashier and pay your bill
A
21
RECIPIENTS: General Public (within the service area of the Carmona Water District)
AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm - Saturday 7:00 am to 12:00nn (if office visits; no noon break)
Mondays to Sundays from 5:00 pm onwards (for emergency c a s e s ) 24-Hour Hotline number: 0917-844-6049
REQUIREMENTS:
• Current water bill (if not available, previous water bill) • Account name, Account number, andLocation
FEES: • Based on type of ServiceRequest
HOW TO AVAIL THESERVICE:
Follow these Steps Duration of Activity
(Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
*Through phone
1. Contact Customer Service
Answer the phone
call
3 rings
Customer Services
Assistant
None
Customer Service
Counter (046) 430-0832
loc. 111
ATTENDINGTOSERVICEREQUESTS
22
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
2. Give the following information: • Name of the
customer • Service
address • Service
Request/s • If leak
please identify the type ofleak
• Name of the caller if representati ve
And if possible: • Service
Connection Number
• Meter number
Record the
information given by the
concessionaire
10 minutes
Customer Services
Assistant
None
Customer Service
Counter (046) 430-0832
loc. 111
23
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
3.
Prepare the
Service Request Form and
transfer it to the appropriate division for
immediateaction
5 minutes
Customer Services
Assistant
None
Service Request
Form
Customer Service
Counter (046) 430-0832
loc. 111
4. Pay the relocation / transfer fee
*For relocation / transfer of meteronly
Accept the payment and issue the Official
Receipt
5 minutes
Cashier/Teller
Transfer of
meter: Php 150.00
Additional
fees for materials, if needed
Service Request
Form
Customer Lobby Area Cashier's
Counters 1 and 2 (046) 430-0832 loc.
103
24
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
5. Wait up to 4
Respond to service
request • Test Water
Meter/ High and Low Consumption
• Water Quality/ no water/ low pressure
• Restoration • Transfer ofmeter • Repairleak • Changemeter • Reread • Relocation of
meter • Meter
Calibration • others
Maintenance Team
Transfer of
Service Request
Engineering
days for the meter: Form Division Maintenance Php 150.00 (2nd floor) Team to serve (046) 430-0832 the service Additional loc. 108 request. 1 to 2 days fees for
materials, 1 day if needed
1 day
1 day 1 to 4 days 1 to 2 days 1 day
1 day
1 to 2 days
25
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
6. Receive customer’s copy of accomplished Service Request Form/ concessionaire's meter receipt form for change meter and sign the Maintenance Order Form
Issue customer copy
of accomplished Service Request
Form/ Concessionaire
Meter Receipt for change meter.
Receive the Maintenance Order Form signed by the
client.
5 minutes
Maintenance
Team
None
Service Request
Form
Maintenance Order Form
Concessionaire Meter Receipt
Concessionaire's
address
26
Follow theseSteps Duration of
Activity (UnderNormalcircumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
*Through office
visit
1. Proceed to the Customer Service Counter
Inquire the request
throughinterview
5 minutes
Customer Services
Assistant
None
Customer Service
Counter (046) 430-0832
loc. 111
2. Inform the Customer Services Assistant of the complaint/s and the service request
Prepare the
Service Request Form andtransfer
it to the appropriate division for
immediate action
5 minutes
Customer Services
Assistant
None
Service Request
Form
Customer Service
Counter (046) 430-0832
loc. 111
27
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
3. Pay the relocation / transfer fee
*For relocation / transfer of meteronly
Accept the payment and issue the Official
Receipt
5 minutes
Cashier/Teller
Transfer of
meter: Php 150.00
Additional
fees for materials, if needed
Service Request
Form
Customer Lobby Area Cashier's
Counters 1 and 2 (046) 430-0832 loc.
103
28
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
4. Wait up to 4
Respond to service
request • Test Water
Meter/ High and Low Consumption
• Water Quality/ no water/ low pressure
• Restoration • Transfer ofmeter • Repairleak • Changemeter • Reread • Relocation of
meter • Meter
Calibration • Others
Maintenance Team
Transfer of
Service Request
Engineering
days for the meter: Form Division Maintenance Php 150.00 (2nd floor) Team to serve (046) 430-0832 The request. Additional loc. 108
1 to 2 days fees for materials, 1 day if needed
1 day
1 day 1 to 4 days 1 to 2 days 1 day
1 day
1 to 2 days
29
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
5. Receive Customer's Copy of accomplished Service Request Form/ Concessionaire’s Meter Receipt for change meter and sign the maintenance order form.
Issue customer copy
of accomplished Service Request
Form/ Concessionaire’s Meter Receipt for
change meter. Have the
Maintenance Order Form signed by the
Client.
5 minutes
Maintenance
Team
None
Service Request
Form
Maintenance Order Form
Concessionaire Meter Receipt
Concessionaire's
Address
*****END OF TRANSACTION****
DURATION OFTHESERVICE: Maximum of 4days
ATTENDING TO SERVICEREQUESTS
Customer
Customer Service Assistant
START
Through Phone
or Office Visit?
Through Phone
OfficeVisit
Contact customer service and give the necessary information
Recordthegiveninformation and prepare ServiceRequestFormand forwardittotheappropriate division
Proceed to cashier and pay the fee
with or
without fee?
Receive copy of accomplishedService Request Form within 4 workingdays
END
Cashier Process payment and issue official receipt
Maintenance Team
A Respond to service request and issue
A accomplished Service 30 Request Form
Proceed to customer service counter
With
outfe
e W
ithfe
e
31
RECIPIENTS: General Public (non-concessionaires)
AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break)
REQUIREMENTS: • Watermeter
FEES: • Php 300.00 (calibrationfee)
HOW TO AVAIL THESERVICE:
Follow these Steps Duration of Activity
(Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
1. Proceed to Customer Service Counter, request for water metertest and sign the Service Request Form.
Prepare the Service
Request Form for water meter test and inform the client to pay the necessary fees at Cashier's Counter 1 and 2.
5 minutes
Customer Services
Assistant
Service Request
Form
Customer Service
Counter (046)430-0832 loc
111
REQUEST FOR WATER METER TEST
32
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
2. Proceed to Cashier's Counter 1 and 2. For the payment of calibration fee.
Accept payment and
issue Official Receipt.
2 minutes
Cashier/Teller
Calibration
fee: Php 300.00
Customer Lobby Area Cashier's
Counters 1 and 2 (046) 430-0832 loc.
103
3. Wait for 2 days for the release of the results.
Forward the service
request to the Engineering
Division
5 minutes
Customer Services
Assistant
Customer Service
Counter (046)430-0832 loc
111
4.
Water meter testing and recording of the
result/s
2 hours
Maintenance Team
Engineering
Division (2nd floor)
(046)430-0832 loc. 108
33
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
5.
Prepare the
certificate and have it signed by
the proper signatories then forward to the
Customer Service for release
5 minutes
Engineering Clerk
Certificate
Engineering
Division (2nd floor)
(046)430-0832 loc. 108
6. Return after 2 days and get the results
Issue the results
of the water testing to the
client
2 minutes
Customer Services
Assistant
Certificate
Customer Service
Counter (046)430-0832 loc
111
*****END OF TRANSACTION****
DURATION OFTHESERVICE: Maximum of 2days
REQUEST FOR WATER METER TEST
Customer
Customer Service Assistant
Cashier
Maintenance Team
Engineering Clerk
START
Prepare the Service Request Form
Sign the Service Request Form and proceed to cashier and pay necessary fee
Forward the Service Request Form to the Engineering Division
Process payment and issue official receipt
Get the result and prepare the certificate then forward it to customer service
After2daysgettheresultof watermetertesting
Issue the result of the water
meter testing
END
34
Conduct water meter testing and recording of result
Proceed to customer service and request for water meter test
35
RECIPIENTS: Concessionaires of the Carmona WaterDistrict
AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break) Saturdays from 7:00 am to 12:00 noon
REQUIREMENTS:
• Any valid ID (SSS, GSIS, Voter’s ID, Senior Citizen’ s ID, Company ID, Driver’s License, Postal ID or any Government-issuedID)
• Previous/Old Waterbill
ADDITIONAL REQUIREMENTS IF THROUGH A REPRESENTATIVE: • Authorizationletter • Valid ID of therepresentative
FEES: • None
ISSUANCEOFSTATEMENTOFACCOUNT
36
HOW TO AVAIL THESERVICE:
Follow these Steps Duration of Activity
(Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
1. Proceed to the Customer Service Counter and present the requirements for issuance of statement of account.
Get the name of the client as well
as the name of the concessionaire to
whom the statement of
account will be issued.
3 minutes
Customer Services
Assistant
None
Customer Service
Counter (046)430-0832
loc 111
2. Wait for the issuance of latest statement ofaccount
Check the system
to verify the account Print the
statement of account and forward to commercial
division head
5 minutes
Customer Services
Assistant
None
Customer Service
Counter (046)430-0832
loc 111
37
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
3.
Approve and sign the statement of
account
3 minutes
Commercial
Division Head
None
Commercial
Division (1st floor)
(046) 430-0832 loc. 104
4. Receivethecopy of the statement of account
Release the requested
statement of account
3 minutes
Customer Services
Assistant
None
Customer Service
Counter (046)430-0832 loc
111
*****END OFTRANSACTION***
DURATION OFTHESERVICE: Maximum of 15minutes
38
ISSUANCE OF STATEMENT OF ACCOUNT
Customer
Customer Service Assistant
Commercial Division Head
START
Interview the customer and check the requirementsthen check the system and print copy of the Statement of Account(SOA)
Approvetheprintedcopy ofSOA
Receive the copy of SOA
Release the copy of SOA
END
Proceed to customer service counter and present the requirements
39
RECIPIENTS: Concessionaires with active serviceconnections
AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break) Saturdays from 7:00 am to 12:00 noon
REQUIREMENTS:
• Water bill/Accountname • Any valid ID (SSS, GSIS, Voter’s ID, Senior Citizen’ s ID, Company ID, Driver’s License, Postal ID or any
Government-issuedID)
FEES: • None
HOW TO AVAIL THESERVICE:
Follow these Steps Duration of Activity
(Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
1. Proceed to Customer Service Counter, present requirements and request for voluntary disconnection.
Get the account
name of the service account to be disconnected
and verify the given information
5 minutes
Customer Services
Assistant
None
Customer Service
Counter (046) 430-0832
loc. 111
REQUESTFORVOLUNTARYDISCONNECTION
40
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
2. Sign the Disconnection Form on the space provided for “voluntary disconnection”
Prepare the Disconnection
Form
2 minutes
Customer Services
Assistant
None
Disconnection
Form
Customer Service
Counter (046) 430-0832
loc. 111
3. Wait for the field staff to visit the area for disconnection.
Secure approval
from the Commercial
Division Head and forward to the
Commercial field staff
3 minutes
Customer Services
Assistant
Commercial Division Head
None
Disconnection
Form
Customer Service
Counter (046) 430-0832
loc. 111
Commercial Division (1st floor)
(046) 430-0832 loc. 104
41
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
4. Receive customer’s copy of accomplished Disconnection Form
Disconnect and
issue customer’s copy of
accomplished Disconnection
Form
Within the
request date
Commercial Field
Staff
None
Disconnection
Form
Concessionaire's
Address
*****END OF TRANSACTION*****
DURATION OFTHESERVICE: Maximum of 1day
REQUESTFORVOLUNTARYDISCONNECTION
Customer
Customer Service Assistant
START
Interviewthecustomer and verify given information and issue DisconnectionForm
Sign the Disconnection Form
END
Commercial Division Head
Commercial Field Staff
Disconnect and issue Customer’scopyof 42 Accomplished Disconnection Form
Proceed to customer service counter and present the requirements
Receivethe accomplished Disconnection F o r m
Secure approval from the Commercial Division Head then forward to CommercialField Staff
Verify the request and Approvethe disconnection
43
RECIPIENTS: Concessionaires with inactive service connections within 3 years
AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break) Saturdays from 7:00 am to 12:00 noon
REQUIREMENTS:
• Any valid ID (SSS, GSIS, Voter’s ID, Senior Citizen’ s ID, Company ID, Driver’s License, Postal ID or any Government-issued ID), asneeded
• OfficialReceipt
FEES: • Disconnection date until the following working day: Free • 2 days after disconnection date but less than 6 months: Php 150.00 • 6 months after disconnection date but less than 1 year: Php 300.00 • 1 year after disconnection date but less than 3 years: Php 400.00
REQUESTFORRECONNECTION
44
HOW TO AVAIL THESERVICE:
Follow these Steps Duration of Activity
(Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
1. Proceed to the Customer Service, present the water bill or account name and request for the reconnection.
Get the name of
the service account to be reconnected
and verify the account.
2 minutes
Customer Services
Assistant
None
Customer Service
Counter (046) 430-0832
loc. 111
45
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
2. Proceed to the
Accept
2 minutes
Cashier/Teller
Disconnection
Customer Lobby
Cashier’s Counter for the payment of reconnection fee/
Payment and issue Official
receipt.
date until the following working day: Free
Area Cashier's Counters 1 and 2
(046) 430-0832 loc. payment for water Bill.
2 days after disconnection
103
date but less than 6 months: Php 150.00
6 months after
disconnection date but less than 1 year: Php 300.00
1 year after
disconnection date but less than 3 years: Php 400.00
46
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
3. Proceed to the Customer Service
Prepare the
Reconnection
1 minute
Customer Services
Assistant
None
Reconnection
Form
Customer Service
Counter and present the Official receipt of reconnection fee or the Official Receipt
Form or Service Request Form and forward the form to
Service Request
form
(046) 430-0832 loc. 111
for the paid water concerned bill. Division.
*Commercial
Division: if with padlock
*Engineering
Division: if inactive for at least a year
47
Follow these Steps Duration of
Activity (Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
4. Wait for the field
Reconnect and
Within the day if
Commercial Field
None
Reconnection
Form
Service Request Form
Commercial
Division (1st floor)
(046) 430-0832 loc. 104
Engineering
Division (2nd floor)
(046)430-0832 loc. 108
staff to visit the area issue with padlock Staff for reconnection. customer’s Receive copy of copy of Maximum of 3 Maintenance Team Reconnection Form accomplished days if / Service Request Reconnection inactive for at Form. Form / Service least a year
Request Form
*****END OF TRANSACTION*****
DURATION OFTHESERVICE: Maximum of 3days
REQUESTFORRECONNECTION
Customer
START
Proceed to customer service counter andpresentthe A official receipt
Receive the Reconnection Form
END
Customer Service Assistant
Cashier
Commercial Field Staff
Interview the customer, check the Requirements and Verify the information
Process the payment and issue official receipt
Prepare the Reconnection Form and forward it to appropriate division
A
with padlock or inactive for at least
1 year
Reconnect and issue customer’s copy of accomplished Reconnection Form
Maintenace Team
Reconnect and issue the A customer’scopyof 48
Accomplished Reconnection Form
Proceed to customer service counter and present the requirements
Proceed and pay Reconnection fee
Inac
tive
fora
tleas
taye
ar
with
pa
dloc
k
49
RECIPIENTS: Senior Citizen with at least one year of active service connection at Carmona Water District
AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break)
Saturdays from 7:00 am to 12:00noon
CONDITIONS: • Meter registration should be in the name of the senior citizen for a period of one year. • The Senior Citizen must be a resident of thehousehold. • Consumption should not exceed 30 cubicmeters. • Discount is granted by household regardless of the number of senior citizens living therein. • There shall be annual renewal of application on or before January 31st of the current year. • A senior citizen can only avail of one connectiondiscount. • Water connection must beresidential. • A valid Senior Citizen ID must be presented upon payment.
REQUIREMENTS:
• Valid Senior CitizenID • Latestpicture • Latest Community TaxCertificate • Senior Citizen Discount AvailmentForm • Any valid ID (SSS, GSIS, Voter’s ID, Senior Citizen’ s ID, Company ID, Driver’s License, Postal ID or any
Government-issued ID), asneeded • OfficialReceipt
FEES: • None
REQUEST FOR SENIOR CITIZEN DISCOUNT
59
HOW TO AVAIL THESERVICE:
Follow these Steps Duration of Activity
(Under Normal circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
1. Proceed to the
5 minutes
Customer Services
None
Senior
Customer Service
Customer Service Assistant Citizen Counter and fill up Senior Discount (046) 430-0832 Citizen Discount Availment loc. 111 Availment Form Form
2. Submit the
Accept, check
3 minutes
Customer Services
None
Senior
Customer Service
Senior Citizen and record the Assistant Citizen Counter Discount Availment Senior Citizen Discount (046) 430-0832 Form and all the Discount Availment loc. 111 requirements Availment Form
Form and requirements submitted
*****END OFTRANSACTION*****
DURATION OFTHESERVICE: Maximum of 8minutes
51
REQUEST FORSENIORCITIZEN DISCOUNT
Customer
Customer Service Assistant
START
Proceedtocustomerservice counter.FillupSeniorCitizen DiscountAvailmentForm
Receive and check accomplished Senior Citizen Discount Form
END
Wait for the Senior Citizen discount to be reflected in the future bill
52
RECIPIENTS: Concessionaires with active serviceconnections
AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break) Saturdays from 7:00 am to 12:00 noon
REQUIREMENTS:
• Any valid ID (SSS, GSIS, Voter’s ID, Senior Citizen’ s ID, Company ID, Driver’s License, Postal ID or any Government-issuedID)
• Latest Community TaxCertificate • Request Form for Change ofName/Address
FEES: • None
HOW TO AVAIL THESERVICE:
Follow these Steps Duration of Activity (Under Normal
circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
1. Proceed to the
5 minutes
Customer Services
None
Request Form for Change of Name/Address
Customer Service
Customer service Assistant Counter and fill up Request (046) 430-0832 Form for Change of loc. 111 Name/Address
REQUESTFORCHANGENAME/ADDRESS
53
Follow these Steps Duration of
Activity (Under Normal
circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
2. Submit the
Accept, check
10 minutes
CustomerServices
None
Request Form
Customer Service
Request Form for and record the Assistant for Change of Counter Change of Request Form for Name/Address (046) 430-0832 Name/Address and Change of loc. 111 all the Name/Address Affidavit of Requirements. For and Undertaking change of name, requirements sign the Affidavit of submitted Undertaking.
For change of name, encode and print Affidavit of Undertaking
*****END OF TRANSACTION*****
DURATION OFTHESERVICE: Maximum of 15minutes
54
REQUEST FOR CHANGE NAME/ ADDRESS
Customer
Customer Service Assistant
START
Proceed to customer service counter. Submit all therequirementsandfillupRequestFormforChangeof Name/Address
Receive and check the requirements and Request Form for Change, of Name/Address.For Change of name request,print Affidavit of Undertaking
Waitforthechangestobe Reflectedinthefuturebill
END
55
ISSUANCE OF CERTIFICATION - INSPECTION OF FLOWMETER INSTALLATION
RECIPIENTS: Commercial/Industrial establishments with own water system
AVAILABILITY OF SERVICE: Mondays to Fridays from 7:00 am to 5:00 pm (no noon break) Saturdays from 7:00 am to 12:00noon
REQUIREMENTS:
• Any valid ID (SSS, GSIS, Voter’s ID, Senior Citizen’ s ID, Company ID, Driver’s License, Postal ID or any Government-issuedID)
• Endorsement Letter from the Municipal Environment and Natural Resources Office(MENRO)
FEES: • Certification: Php300.00
56
HOW TO AVAIL THE SERVICE:
Follow these Steps Duration of Activity (Under Normal
circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
1. Proceed to Customer Service Counter, present the requirements and request for the issuance of certification.
Get the name of the client as well as the name and
the location of the commercial/indus
trial establishment to
which the certification will
beissued.
5 minutes
Customer Services
Assistant
None
Customer Service
Counter (046) 430-0832
loc. 111
57
Follow these Steps Duration of
Activity (Under Normal
circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
2. Sign the Service Request Form
Prepare the Service Request Form and forward it to the
Engineering division for
inspection within the day or the
following working day
2 minutes
Customer Services
Assistant
None
Service
Request Form
Customer Service
Counter (046) 430-0832
loc. 111
3. Proceed to the Cashier's Counter 1 and 2. for the payment of Inspection fee.
Accept payment and issue Official Receipt
2 minutes
Cashier/Teller
Certification Php 300.00
Customer Lobby Area Cashier's
Counters 1 and 2 (046) 430-0832 loc.
103
58
Follow these Steps Duration of Activity (Under Normal
circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
4. Wait for up to 2 days for the siteinspection.
Hold on-site
inspection. Verify records whether
client is complying with the CWD’s policy
on groundwater extraction.
45 minutes (Within the day or the following
working day)
Maintenance Team
None
Service
Request Form
Engineering
Division (2nd floor)
(046)430-0832 loc. 108
59
Follow these Steps Duration of
Activity (Under Normal
circumstance)
Staff in Charge
Fee/s
Forms
Location
Applicant/Customer
Service Provider
5. Returnafter
Inform the client of
5 minutes
Customer Services
None
Certificate
Customer Service
1 day upon the release of the Assistant Counter inspection for certification then (046) 430-0832 the release of issue the certification loc. 111 certification. Proceed to Customer Service Counter, present the Official Receipt and receive the requested certification
*****END OF TRANSACTION*****
DURATION OFTHESERVICE: Maximum of 3days
ISSUANCE OF CERTIFICATION - INSPECTION OF FLOWMETER INSTALLATION
Customer
Customer Service Assistant
Cashier
Maintenance Team
START
Proceed to customer service counter then present the requirements and request forthe issuanceofcertification
Interview the customer and check the requirements. Prepare the Service Request Form and forward it to Engineering Division
SigntheServiceRequestForm thenproceedtocashier
Process paymentand issue officialreceipt
Hold on-site inspection
END
60
Receivethecertificationaday aftertheinspection
Inform the customer aboutthereleaseofthe certificationthenissuethe certificate