introduction - metro roxas water district...introduction . water is an indispensable commodity for...

INTRODUCTION

Water is an indispensable commodity for the existence and survival of life.

With the advancement of civilization, water has found a large and progressively

increasing list of use. Over the years, the Metro Roxas Water District (MRWD) has

steadfastly worked to further improve its operations in order to raise the level of

standards for water services in the City of Roxas and in the Province of Capiz. The vital

role of MRWD in the growth of the City and of the Province as a whole is undeniably

inevitable. With the company’s humble beginnings and its untiring commitment to offer

only what is best for the consumers, MRWD is resolved to tread on new paths and

address present challenges. The call to achieve greater heights for a more efficient and

globally competitive water service is its simple dream for all.

COMPANY PROFILE

METRO ROXAS WATER DISTRICT, a Government Owned and Controlled

Corporation, situated in Kilometer 1, Roxas City, is the service provider for safe and

potable water that conforms with the Philippine National Standards for Drinking Water

to the concessionaires within the District’s service areas, located in Roxas City and in the

Municipalities of Ivisan, Panitan, and Panay.

Its history dates back to 1929 with Catao Dam and Sibaguan Deepwell as the main

sources of water. In 1955, the Catao Dam was improved to increase water supply while

the Sibaguan Deep well was abandoned due to saline intrusion. In 1975, new distribution

lines were laid and Panay River was tapped to improve the water supply.

The then Roxas City Water District (RCWD) and now Metro Roxas Water

District (MRWD) were formed on October 29, 1976 by virtue of Sangguniang Panlungsod

Resolution No. 35, series of 1976 pursuant to Presidential Decree (PD) 198. After

complying with the requirements, the Local Water Utilities Administration (LWUA)

issued a Conditional Certificate of Conformance (CCC) No. 032 on January 20, 1977.

From a small potable water service provider with only 1,152 service connections

in 1976, MRWD strived to become a large category water district and has 26,855 active

service connections as of 31 December 2013, serving practically all the Barangays of

Roxas City and the municipalities of Ivisan, Panitan, and Panay. The water service also

reaches the Municipality of Sigma thru Bulk Sale Service.

At present, in pursuit of furthering its services and improving the quality of life of

the consumers, MRWD is keeping abreast with knowledge on the latest technology,

providing state of the art facilities and in engaging competent and skilled human

resources.

CORPORATE RESPONSIBILITY

The Metro Roxas Water District in its continued pursuit of excellence in the field

of public service formulated its corporate responsibilities to serve as the guide in

achieving the Mission and Vision of the institution.

We shall uphold our commitment to deliver clean, safe and potable water to every

Capizeño families within our service areas.

We shall strive to formulate sound and reasonable water service policies, programs and

projects.

We shall further research on augmenting and conserving our existing water resources and

identify potential sources of water.

In delivering our services to the public, we shall always bear in mind that it is not only

delivery of safe and clean water that should be our prime concern but also environmental

protection of our natural resources, especially the watershed areas.

We shall afford our employees with just and reasonable working conditions, benefits and

compensation to give them equal opportunity to maximize their full potential. We see

each individual as unique and important. We value diversity and open communication to

promote fairness, dignity and respect.

We will strive continually to learn and improve ourselves so that we may achieve the

highest ideals of public service.

We shall fulfill with dedication and utmost commitment this corporate responsibility.

VISION

To help in the upliftment of the quality of life and the enhancement of

economic activities in our service area through the delivery of safe,

adequate and affordable water.

MISSION

Effectively and efficiently source, treat and deliver adequate and safe water;

To build and maintain an organization responsive to the needs of our customers; and

Continuously uplift the skills and well-being of our employees.

PERFORMANCE PLEDGE

WE, the Officials and Employees of Metro Roxas Water District, commit to:

Strive continually to learn and improve ourselves so that we may achieve the

highest ideals of public service.

At all times deal with honestly and fairly to the public and with each other to

uphold our integrity.

Foster respect as we embrace individual differences in order to enrich the well-

being of everyone.

Ensure the best and prompt delivery of frontline services in accordance with the

norms and standards of the Civil Service Commission.

We further commit ourselves in responding to the call of change by advancing

a Responsive, Accessible, Courteous, and Effective public service.

Afford quality water to all our service areas in a manner that protects the

environment, supports a strong economy, and promote a septage sanitation program for a

healthy community.

Together with our concessionaires, other government agencies and private

organizations, achieve significant advances in technology focused on water production

and conservation.

Empower the concessionaires and the public to give their comments, suggestions

and feedbacks for the improvement of our services.

Remain true to the slogan that, “WE SERVE OUR BEST!”

HUMAN RESOURCES

The Metro Roxas Water District is staffed by One Hundred Twenty Seven (127)

dedicated men and women with wide professional experiences who are highly skilled in

their respective fields of expertise. It is composed of highly trained Civil, Chemical,

Electrical, and Mechanical Engineers, Master Plumbers, Master Electricians, Career

Service Professionals and Sub-Professionals duly certified by the Civil Service

Commission (CSC) and the Professional Regulatory Commission (PRC). In addition to

these regular employees, MRWD has Fifty One (51) Job-Order Employees to augment its

workforce.

On November 12, 2007 by virtue of CSC Resolution No. 072129, MRWD was

granted Accreditation by the CSC under the CSC Agency Accreditation Program

(CSCAAP), thereby giving MRWD the Authority to Take Final Action on Appointments.

The CSC Capiz Field Office and CSC Regional Office No. 6 render continued technical

assistance to ensure compliance with the terms and conditions of the accreditation.

ORGANIZATIONAL STRUCTURE

The organizational structure of MRWD has changed a lot since its establishment

in 1977. It was patterned under the terms and conditions prescribed by the Department

of Budget and Management (DBM)-approved SME Manual for Local Water Districts. On

May 16, 2010, MRWD was re-categorized from Big to Large Water District. The re-

categorization brought changes in the staffing pattern and the manpower of MRWD.

The increase in the number of personnel, reclassification and abolition of positions were

done to further enhance its services delivery to valued concessionaires and to promote

the professional growth to its personnel.

Shown below is the organizational structure of MRWD duly approved by the

DBM.

MRWD BOARD OF DIRECTORS

(Updated as of 31 December 2013)

Chairman : Atty. Rodelo G. Franco

Vice-Chairman : Dr. Antonio A. Balgos

Secretary : Atty. Lolita A. Quisumbing

Member : Engr. Jesus M. Diaz

Ms. Ma. Luz E. Del Puerto

The MANAGEMENT AND STAFF

General Manager B : Engr. Gonzalo Glen B. Delgado

Division Managers

Administrative Division : Ms. Elita M. Francisco

General Services Division : Engr. Lizalyn B. Baylon

Accounting, Budget and

Cash Division : Ms. Jogi A. Delfin, CPA

Customers Service Division : Ms. Teresita A. Delotavo

Customers Account Division : Ms. Lilibeth A. Arluz

Planning and Design Division : Engr. Manuel B. Salazar

Construction and Maintenance

Division : Engr. Zaldy A. Lacson

Quality Control Division : Engr. Vincent I. Villasis

Operation and Maintenance

Division : Mr. Winifred O. Dela Peña

PAST AND PRESENT BOARD OF DIRECTORS AND GENERAL MANAGERS

The members of MWRD Board of Director (BOD) duly represents the five sectors

of society which includes the: Women Sector; Professional Sector; Business Sector; Civic

Organizations Sector; and Education Sector. The BOD acts as the policy making body of

the District.

The past and present members of the MRWD Board of Directors and General

Managers and the sectors represented:

Women

Ms. Juana B. Javier - 1976 to 1982

Ms. Carmen R. Andrade - 1983 to 2006

(1983-1988; 1989-1994; 1995-2000;

2001-2006)

Atty. Ma. Elena R. Te - 2007 to 2012 (Interim BOD LWUA)

Atty. Lolita A. Quisumbing - 2005 to present (Interim BOD)

Ms. Ma. Luz E. Del Puerto - 2013 to present (Interim BOD LWUA)

Professional

Atty. Antonio B. Ortiz - 1976 to 1982

Dr. Gervasio B. Diaz - 1983 to 2006

(1983-1988; 1989-1994; 1995-2000;

2001-2006)

Engr. Antonio B. Magtibay - 2005 to 2013 (Interim BOD LWUA)

Business Sector

Engr. Jose E. Borda - 1976 to 1982

Engr. Reubin L. Yap - 1985 to 1990

Arch. Bienvenido L. Yap, Jr. - 1991 to 2006

(1991-1996; 1997-2002; 2003-2006)

Dr. Antonio A. Balgos - 2005 to present (Interim BOD)

Civic Organizations

Dr. Eduardo B. Abalo - 1976 to 1982

Engr. Enrique B. Abadesco - 1985 to 1990

Engr. Vicente A. Chu - 1993 to 2008

(1993-1996; 1997-2002; 2003-2006)

Atty. Maximino C. Concepion, Jr. - 2005 to 2007 (Interim BOD LWUA)

Engr. Enrique O. Gita - 2008 to 2013 (Interim BOD LWUA)

Education

Dean Rogelio J. Solito - 1976 to 2006

(1976-1980; 1981-1986; 1987-1992;

1993-1998; 1999-2004; 2005-2006)

Engr. Almer A. Zerrudo - 2005 to 2008

Atty. Rodelo G. Franco - 2012 to present (Interim BOD LWUA)

Engr. Jesus M. Diaz - 2013 to present (Interim BOD LWUA)

General Manager/s

Engr. Antonio G. Almalbis - 1976 to 1987

Engr. Alberto L. Pestaño - 1987 to 2002 Mr. Medardo L. Pestaño - 2002 to 2005 Engr. Rosemarie C. Marquez - 2005 to 2006 (Interim General Manager) 2009 to 2010 Engr. Pablo B. Bercilla - 2006 to 2009 (Interim General Manager) Engr. Gonzalo Glen B. Delgado - 2010 to present

FEEDBACK AND REDRESS MECHANISM

The management and the employees of MRWD are always delighted to know the

sentiments of its concessionaires in terms of the services it offers. Hence, the Feedback

and Redress Mechanism was created established and strictly implemented to empower

the public to give their comments and suggestions to further improve MRWD services.

The concessionaires and the public may submit feedbacks either personally or

thru other modes, utilizing technology or the standard form of sending feedbacks:

Postal Address : Metro Roxas Water District

MRWD Bldg., Km. 1, Roxas City

5800

Telephone Nos. : (036) 6210-044 (Trunkline)

(036) 6210- 37 (Trunkline)

(036) 6214-475

(036) 522-1160

(036) 522-1162

(036) 622-1161

(036) 6215-474 or (036) 6217-382 (fax)

Email Address : [email protected]

[email protected]

Web Site : www.metroroxaswd.gov.ph.

mailto:[email protected]

mailto:[email protected]

http://www.metroroxaswd.gov.ph/

MRWD SERVICE FEES

WATER RATES (Effective February 1, 2012)

Min. Charge Commodity Charges

Classification Size 0-10 cu.m. 11-20 cu.m 21-30 cu.m. 31-40 cu.m. 41 up cu.m.

Residential/

Government

½” 229.00 27.70 32.45 37.40 42.85

¾” 366.40 27.70 32.45 37.40 42.85

1” 732.80 27.70 32.45 37.40 42.85

Commercial/

Industrial

½” 458.00 55.40 64.90 74.80 85.70

¾” 732.80 55.40 64.90 74.80 85.70

1” 1,465.60 55.40 64.90 74.80 85.70

Bulk Sale ½” 687.00 83.10 97.35 112.20 128.55

¾” 1,099.20 83.10 97.35 112.20 128.55

1” 2,198.40 83.10 97.35 112.20 128.55

(NOTE: The New Water Rates are based on the Schedule of Water Rates approved by the LWUA

Board of Trustees on January 3, 2012 per Resolution No. 04, series of 2012, and was made

effective on February 2012 which means it covers the February water consumption (March

Billing).

Notices relative to the implementation of new rates were posted in conspicuous places within the

workplace especially at the Cashier Section, in compliance with Section 63 of Presidential Decree

(PD) No. 198, as amended.

THE FOLLOWING BANKS ACCEPTS MRWD PAYMENTS:

Development Bank of the Philippines Philippine Veterans Bank

Roxas Avenue, Roxas City Legaspi St., Roxas City

9:00 a.m. to 11:00 a.m 9:00 a.m. to 11:30 a.m

United Coconut Planters Bank Land Bank of the Philippines

Gaisano Mall, Arnaldo Blvd. Roxas City P. Gomez St., Roxas City

9:00 a.m. to 12:00 noon 9:00 a.m. to 12:00 noon

Note: Payments on the above-mentioned BANKS must be made ON or BEFORE water bill’s

DUE DATE.

FEEDBACK FORM (Pananaw o Puna)

PLEASE let us know how we served you (Ipahibalo ninyo sa amon kung paano namon kamo mahatagan sang tampad nga pag serbisyo)

COMPLAINT (REKLAMO)

Control NO: ___________ Date (Petsa) : _____________________ Name of Complainant : _____________________________ Contact No. __________________ (Ngalan sang Nagareklamo) (Telepono) Address: _________________________________________ Email Address: ___________________ (Ilistaran) Name of Person Being Complained of : ________________________________ (Ngalan sang Tawo ng Ginareklamo) Particulars (Detalye sang Reklamo): __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ ___________________________________________________________________________________ (Puede magamit ang likod nga bahin sang papel para sa dugang nga detalye)

Processed by:

Metro Roxas Water District PUBLIC ASSISTANCE COMPLIANTS DESK

“Mamayan Muna Bago Mamaya Na”

REQUEST FOR ASSISTANCE (PAGPANGAYO BULIG)

Control No: ___________ Date (Petsa) : _____________________ Name of Requesting Party: _____________________________ Contact No. ______________ (Ngalan sang Nagapangayo sang Bulig) (Telepono) Address: _______________________________________ Email Address: ____________________ (Ilistaran) Assistance Requested (Detalye sang Ginapangayo nga Bulig) ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ (Puede magamit ang likod nga bahin sang papel para sa dugang nga detalye)

Processed by: ____________________

GENERAL RESPONSIBILITIES OF THE RESPECTIVE OFFICE/DIVISIONS

OFFICE OF THE GENERAL MANAGER

The Office of the General Manager is in charge of the overall administration of all

office operations; oversees personnel management; directs and sets forth procedures;

executes duly established policies and guidelines relative to its services that affect

organizational effectiveness and efficiency.

ADMINISTRATIVE DIVISION

The over-all in charge in Human Resources and record sections. Administers all

the employment records of personnel and ensures compliance with Civil Services Laws,

Rules and Regulations; the Administrative Code of the Philippines; and other pertinent

laws governing employee administration, supervision, welfare and discipline. It also

maintains a central file for frequently requested vital documents for faster retrieval.

GENERAL SERVICES DIVISION

The General Services Division manages the maintenance of MRWD buildings and

its facilities, furniture and fixtures, perimeter grounds, motor vehicles, and equipment.

Directly involved in the acquisition and disposal of supplies, equipments, and properties.

ACCOUNTING, BUDGET AND CASH DIVISION

The division is composed of three (3) sections namely: Accounting; Budget and

Cash. Over-all in charge of all financial transactions and aspects pertinent to fiscal

management inclusive in budget preparation. Prepares financial reports as well as

analyzes and interprets financial data. Monitors revenues and expenses and keeps up to

date with laws and regulations pertaining to accounting functions. Facilitates payroll

preparation and all cash disbursements.

CUSTOMERS ACCOUNT DIVISION

Implements policies and enforces the rules and guidelines of the agency in billing

and account matters. In charge of encoding meter reading; account balances; computation

and printing of water bills. Facilitates collection of water bill payments and non-water

related receivables. Prepares notice of disconnection and disconnection orders to

delinquent concessionaires. Conducts bank collections of water bill payments.

CUSTOMER SERVICE DIVISION

In charge of all water applications for new service connections, reopening,

alterations, and complaints relative to the Districts water services. Receives and prepares

maintenance orders, service requests, orders of payment for customers especially the

senior citizens as well as orders of payment with withholding tax deductions, billing

adjustments memo and meter reading cards. Mainly in charge of meter readings and

delivery of water bills.

QUALITY CONTROL DIVISION

This branch develops and implements programs to comply with the Safe Drinking

Water Act including the direction and coordination of the varying functions involving

microbiological laboratory, chemical laboratory, and environmental programs.

Monitor the raw, in-process, and finished water. Implements the District’s Water

Management Programs to ensure quality water production in compliance with the

regulatory requirements of the Philippine National Standard for Drinking Water.

OPERATIONS AND MAINTENANCE DIVISION

In charge in operations and maintenance of water production facilities. Provides

technical advice, analysis, and remediation to the extensive water management needs of

the District. Evaluates performance of Water Treatment Plant (WTP) equipment,

operations and testing. Develops programs for the operation and maintenance of water

treatment plant, raw water intake pumps, sand and grits removal chamber, rapid mixer

chamber, coagulation/flocculation, sedimentation basins, filters, treated water reservoir,

electric power, diesel engine power, reserve wells and other water production

equipments. Implements programs for production and operation of engine and pumps to

ensure continuous water service at the highest quality and at the lowest cost as possible.

Formulates preventive maintenance measures and performs the same on a regular

schedule to keep equipment and machineries operating effectively to minimize

unforeseen failures.

CONSTRUCTION AND MAINTENANCE DIVISION

Over-all in-charge of the Construction and Maintenance of all water service

connections, distribution lines, mainlines and transmission lines within the service areas

of the District. Responsible for the installation of new water service connection;

disconnection of service connections due to non-payment of water bills; re-opening of

closed connections and the transfer and elevation of water meters. Installs and maintains

fire hydrants and blow-off within Roxas City.

PLANNING AND ENGINEERING DIVISION

Formulates plans and designs for possible water projects and pipeline extensions.

Conducts surveys and inspection of possible water sources to develop strategic plans for

future water sources. They execute the design and construction of water system projects

in accordance with the laws, regulations and standards, provides continual review of the

water system and provide solutions to anticipated problems.

ACTING ON THE COLLECTION OF PAYMENT OF

SUPPLIERS/CREDITORS

Schedule of Availability of Service:

Monday to Friday (except holidays) - 8:00 a.m. – 3:00 p.m.

Who May Avail of the Service:

Suppliers and Creditors of Metro Roxas Water District

What are the Requirements:

1. Proof of identification

2. Copy of Sales Invoice

3. Official Receipt

Duration:

3-5 minutes

How to Avail the Service:

Step Applicant/

Client Service Provider

Duration

of Activity

Person

Incharge Fees Form

1 Supplier/

Creditor

Present proof of identification

and state purpose of visit on the

visitors log book

1 min Guard on Duty none Visitors Pass

3

Present Sales Invoice and ID to

the Cashier 1 min Cashier none

Sales Invoice

and I.D

4

Cashier releases the check for

payment upon issuance of an

Official Receipt by the

Supplier/Creditor

3 mins. Cashier none O.R; Check

and Vouchers

-END of TRANSACTION-

COLLECTION OF PAYMENT OF WATER BILL


Monday to Friday - 8:00 a.m. – 3:00 p.m. (NO NOON BREAK)

Saturday & Holidays - 8:00 a.m. – 3:00 p.m.


All active/inactive consumers with water service connections within the MRWD

Water Service Areas.


Concessionaires need to bring a copy of their latest water bill.

Duration:

15 to 20 minutes


Step Applicant/


Duration

of Activity

Person

In charge Fees Form

1 Customer

Accepts customers copy of

water bill; give priority number;

and give the water bill to Teller

7 for verification

30 seconds

Assigned

PACD/

Customer

Service Asst.

none

Priority

Number

Card

2

Customer is requested to sit on

the waiting area and wait for

his/her bill to be called by the

teller

10-15

minutes

Assigned

Customer

Service Asst.

none

3

Customer Service Assistant calls

the given priority number,

accepts payment, and issue

official receipt

2-3 minutes

Concerned

Customer

Service

Assistant

Amount of

Water Bill

Due for

Payment

Official

Receipt

4


PROCESSING APPLICATION FOR NEW WATER SERVICE

CONNECTION


Monday – Friday 8:00 am – 5:00 pm (NO NOON BREAK)


Residents of Roxas City, Panay, Ivisan, Panitan without any

What are the Requirement/s:

A. If applicant is the owner of the property:

a. Community Tax Certificate

b. Barangay Clearance

c. Valid I.D. with picture

d. Sketch of Location (for investigation purposes)

B. If applicant is only a Representative, he must present the following additional

requirements:

a. SPA/Authorization that the owner authorizes him/her to apply for a

water connection and the same will be in the name of the owner

and/or representative

b. Valid ID and Community Tax Certificate of the representative


Step Applicant/


Duration

of

Activity

Person

In charge Fees Form

1

Customer

(directed to

the

Complaints/

Application

Section)

Attends to the query of

customer who wants to

apply for water service

connection

Gives application form/re-

opening form to be filled

2 minutes

Customer

Service

Assistant

(CSA)

None Application

Form

up by the customer

Fill-up the

application

form

Advise the customer to

return the application form

together with the

requirements for

verification

1minute

Customer

Service

Assistant

2

Submits the

pertinent

requirements

in support of

the

application

Accepts and verify the

filled-up application form

and check the

requirements to be

submitted

1-2

minute

Concerned

Service

Customer

Assistant

none Application

Form

3

Inform the customer that

the application will be

subject for investigation

and to return the next day

to know the result and pay

the necessary fees before

installation

1 minute

Concerned

Customer

Service

Assistant

4 Process for investigation

and investigation proper 1 day

Water

Maintenance

Man

(WMM)

5

Customer

verify the

result of

investigation

Inform the customer of the

investigation result

Gives the assessment of

fees and charges and direct

the customer to pay the

same and present Official

Receipt

3 minutes

Concerned

Customer

Service

Assistant

Customer

Pay

Installation

Cost

Accepts payment and issue

Official Receipt (O.R.) 3 minutes Cashier

Actual

estimated

amount

Present the Attached the OR to the 1 day CSA

OR to the

CSA

concerned

application form and

forward the same to the

Office of the GM for

approval.

Transmit the approved

application form to the

CMD for installation

GM

Installation of Water

Service Connection 3-5 days

Water

Maintenance

Man

Acceptance

of Work

Done

Upon return to the WMM

submits to the personnel

concerned the copy of the

documents signed by the

customer

2 minutes

WMM and

General

Foreman

Application

Form and

Maintenance

Order Form


Note: Kindly see the Diagram on the next page for the Flow Chart of Services

PROCESSING APPLICATION FOR WATER SERVICE RECONNECTION


Monday – Friday 8:00 am – 5:00 pm


All concessionaires and authorized representatives with disconnected service

connections


A. Concessionaires:

a. Community Tax Certificate

b. Valid I.D. with picture

c. Copy of Water Bill

B. Authorized Representative:

a. SPA/Authorization that the owner authorizes him/her to apply for

water reconnection

b. Valid ID and Community Tax Certificate of the concessionaire and

authorized representative

c. Copy of Water Bill

Duration:

5 to 10 minutes


Step Applicant/


Duration

of Activity

Person

In charge Fees Form

1

Proceed to

the

Complaints

and

Application

Section

Attends to the query of the

customer

Provide the Customer with

the necessary application form

to fill-up

2 minutes

Customer

Service

Assistant (CSA)

Application

for

Reconnecti

on Form

2

Submit the

Form

together

with the

require-

ments

Verify the application and the

account of the customer

Inform the customer to pay

his/her arrears if there are any

and the reconnection fee

2 minutes

Customer

Service

Assistant (CSA)

3 Pay to the

teller

Accept payment and issue an

Official Receipt 2 minutes Cashier

50.00

reconnectio

n fee and

arrears

Official

Receipt

4 Return to

the CSA

Attached the Official Receipt

to the Application and prepare

the Maintenance Order to be

submitted to the General

Manager for approval before

2 hours CSA/ GM/ Div.

Manager CMD

the same will be transmitted

to the CMD

5

Reconnect the water service

connection 1 day

Water

Maintenance

Man

6

Acceptance

of Work

Done

Return the customer signed

documents upon return to

station

General

Foreman


PROCESSING REQUEST FOR CHANGE OF OWNERSHIP/NAME OF

SERVICE CONNECTION


Monday – Friday 8:00 am – 5:00 pm (NO NOON BREAK)


Any person who acquired ownership over the property with an existing service

connection


A. If applicant is the new owner of the property:

a. Deed of Sale and/or Certificate of Title

b. Community Tax Certificate

c. Current Bill Payment

Duration:

10-15 minutes


Step Applicant/


Duration of

Activity

Person

In charge Fees Form

1 Approach a

Customer

Inform the customer of

the requirements and 2 minutes

Customer

Service Request form

Service Assistant

to inquire

provide the necessary

request form for

change of ownership

and/name

Assistant

2

Fill-up request

form and submit

to the CSA

Verify the documents

submitted and inform

the customer to pay to

the cashier/teller the

transfer fee

2 minutes CSA and

GM

3 Pay to the

Teller/Cashier

Issue Official Receipt

upon payment 2 minutes

Cashier/

Teller 300.00 Official Receipt

4

Forward the request

with complete

attachment to the

office of the General

Manager for approval

2 minutes CSA

5

After approval,

transmit the records to

the Customer Accounts

Division

2 minutes

Designated

Secretary of

the GM

6

Edit the name at the

Ledger and BCS

changing the name of

the previous owner in

favor of the new owner

30 minutes CSA

END OF TRANSACTION

ACTING ON REQUESTS FOR WATER ANALYSIS


Monday to Friday - 8:00 a.m. to 5:00 p.m.


Small Water Districts, Hospitals, Concerned Water Refilling Stations, and

MRWD Concessionaires


1. Letter or Request for Water Analysis;

2. Water Sample

3. Office Receipt of Payment for the Analysis

Duration:

3 to 5 days


Step Applicant/


Duration of

Activity

Person

Incharge Fees Form

1 Client/

Concessionaires

Submit a written

request with water

sample for analysis.

1 min. GMs Office

Secretary

Directs the requesting

party to the office of

the Quality Control to

fill-up the necessary

request form

30 seconds GM’s

Secretary

Water Analysis

Request Form

2

Fills-up request form

and submit the same to

the QC officer/

personnel

2 minutes

Quality

Control

Division

3

Secure an Order of

Payment and directly

pay with the cashier

5 mins Accounting

Division

P150.00

(Bacteriologi

cal Analysis)

P250.00

(Physical-

Chemical

Analysis)

5

Investigation Process of

Water Source

Upon

schedule

Quality

Control

Officer

6

Release of Result 1 minute

Quality

Control

Division

Water Analysis

Result

END OF TRANSACTION

ACTING ON REQUESTS FOR METER CHECK UP AND CHANGE METER




To all active concessionaires within MRWD Service area who wants to verify the

accuracy of their water meter which affects their water consumption.


1. Request Form

2. Water Bill

Duration:

2 to 3 days


Step Applicant/


Duration of

Activity

Person

In charge Fees Form

1

Report to the

Customer

Service the

problem and the

desired service/s

to be availed of

Take note of the nature

of the complaint and

prepare the

Maintenance Order

(MO)

1 min.

Customer

Service

Assistant

(CSA)

Maintenance

Order

2

Forward the MO to the

concerned Division

Manager for approval

before the same will be

forwarded to the

Construction and

Maintenance Division

1 minute CSA

3

Execution of Service

Request 2-3 days WMM

4

Signed the

Work

Accomplish-

ment Form

Return the

accomplished

documents to the office

END OF TRANSACTION

ACTING ON REQUESTS FOR WATER SERVICE CERTIFICATION




To all active concessionaires within MRWD Service area.


1. Letter Request

2. Official Receipt of the Current Bill Payment

Duration:

1day


Step Applicant/


Duration of

Activity

Person

In charge Fees Form

1 Proceed to the Secretary/ Record 1 minute

Office of the

General

Manager to

deliver letter

request

Assistant receives the

letter and inform the

client to follow-up the

request the next day

2

Office of the GM

verifies with the

Customer Accounts

Division the ledger of

the client and request a

copy thereto

5 minutes

3

Office of the GM

prepares the

Certification for

signature of the

General Manager

30 minutes

(depending

upon the

availability

of the GM)

4

Client returns to

the office to get

the Certification

Secretary Advices

client to pay the

Certification fee in the

cashier

1 minute

Secretary/

Record

Asst.

4 Pay the fee Issue Official Receipt 2 minutes Cashier P300.00 OR

5

Present receipt

Record Assistant

release the requested

certification upon

presentment of the OR

1 minute

END OF TRANSACTION

PROCUREMENT FLOWCHART FOR SHOPPING/SMALL VALUE

PROCUREMENT AS ALTERNATIVE MODE OF PROCUREMENT Schedule of Availability of Service:

Upon Schedule


All Interested Bidders


Stated in the Bidding Documents

Duration:

Minimum period of action on procurement activities = 2 days and 2 hours

Maximum period of action on procurement activities = 23 days and 4 hours

How to Avail of the Service:

Step Applicant/ Client Service Provider Duration of

Activity Person Incharge Fees Form

1 Requesting Unit

Purchase Request (PR)

and Job-Order

(JO)Number, including

review of estimated

costs compared with

the latest procurement

or market price

2 mins

General

Services

Division thru

the Property

and Supply

Section

2

Issuance of Budget

Utilization Slip (BUS) 2-5 mins

Accounting

Division

3

Approval of the P.R. or

J.O

5-30 mins

(depending on the

availability of the

GM)

Office of the

General

Manager

4

Preparation,

Publication, &

Deployment of the

Request for Quotations

1-7 days

BAC thru the

BAC

Secretariat

assisted by the

BAC TWG

5

Collection/Follow-up

of the Request for

Quotations

1 hour

BAC thru the

BAC

Secretariat

Opening of Quotations

and Preparation

10 mins. to

1 hour (depending

BAC & BAC

Secretariat

including Approval of

the BAC Report

(recommendation for

award)

upon the

availability of BAC

Members)

Preparation of

Purchase Order/Job

Order

5 mins.

General

Services

Division thru

the Property &

Supply Section

Securing Machine

Copies of Procurement

Files for BAC

compilation

2-5 mins. BAC

Secretariat

Approval of Purchase

Order

5-30 mins

(depending on the

availability of the

GM)

GM’s Office

Issuance & Delivery of

Purchase Order to the

Winning Bidder

10-30 mins.

Property &

Supply Section

assisted by the

BAC

Secretariat

Delivery of Goods and

Services 1-15 days

Winning

Bidder

Receiving, Inspection,

& Acceptance of Goods

and Services

10 mins. to 1 day

Property &

Supply Section

and

Inspectorate

Team

END OF TRANSACTION