Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088)333 -2025 Fax No. (088) 333 -2025 E-mail: balingasag_wd@yahoo. com CITIZEN’S CHARTER (Updated as of September 2016) 1
Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088)333 -2025 Fax No. (088) 333 -2025 E-mail: balingasag_wd@yahoo. com TABLE OF CONTENTS Vision…. . . . 3 Mission………………………. . 4 Performance Pledge………………. 5 Feedback & Redress Mechanism……………. 8 List of Frontline Services…………………. . . 10 2
Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088)333 -2025 Fax No. (088) 333 -2025 E-mail: balingasag_wd@yahoo. com VISION “Utilizing standardized technology and organizational structure to excel in giving quality services to the community as a Water Provider. ” 3
Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088) 333 -2025 Fax No. (088) 333 -2025 E-mail: balingasag_wd@yahoo. com MISSION “Enriching people’s lives by enabling every household to access safe, reliable, adequate and potable drinking water; and ensure to meet the ever increasing demand of water supply within the vicinity. ” 4
Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088) 333 -2025 Fax No. (088) 333 -2025 Email: balingasag_wd@yahoo. com PERFORMANCE PLEDGE We, the officials and employees of the Balingasag Water District, commit to perform the following: WATER DISTRICT W-WISE We look to serve the public fairly and at all times seek to have a good judgment in order to foster open and balanced relationship. A-Accessible More service expansions projects, so that the remote areas and unserved barangays can access the water supply. T-Timely Respond immediately to the needs of our concessionaires, hence we are open from Monday to Friday, from 8: 00 a. m. to 5: 00 p. m. with no noon-break 5
Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088) 333 -2025 Fax No. (088) 333 -2025 E-mail: balingasag_wd@yahoo. com E-Environmentally sound To remain conscious of our responsibilities towards the environment. R-Responsible As public servants, we will do our part to improve customer care in an honest and respectable way. D-Dedication We are deeply committed to do our task and duties selflessly to safeguard both the public and employees’ interest. I-Integrity We seek to deliver values by maintaining trust and confidence in the public service. S-Service We are committed for quality and excellent services to the community. T-Teamwork To cooperate in the areas of common interest with a view to help each other for the good public of service. 6
R-Reliability To perform our duties consistently and assure our concessionaires of safe and potable water. I-Innovative Continually improve the quality of our services by providing the latest, relevant information and knowledge to customize the needs of the concessionaires. C-Conservation Promote public awareness for conservation of water through best possible methods and tools. 7
Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088) 333 -2025 Fax No. (088) 333 -2025 E-mail: balingasag_wd@yahoo. com Feedback and Redress Mechanisms In order to serve you better, please let us know how we have served you by doing any of the following: 1. Accomplish our Feedback Form available in the office and put at the Mamamayan Muna Drop Box, 2. Send your email to balingasag_wd@yahoo. com 8
BALINGASAG WATER DISTRICT Feedback and Redress Mechanism 3. Fax or Call (088) 333 -2025 4. Text or Call (0936)-726 -6579 5. Hand Held Radio: 24 hrs/7 days a week 14 mhz-305 6. Talk to our OFFICER OF THE DAY If you are not satisfied with our service, your written or verbal complaints shall immediately be attended to by the Officer of the Day at Complaint/Information Desk. services. THANK YOU for helping us continuously improve our water 9
Republic of the Philippines BALINGASAG WATER DISTRICT Balingasag, Misamis Oriental Tel. No. (088) 333 -2025 Fax No. (088) 333 -2025 E-mail: balingasag_wd@yahoo. com LIST OF FRONTLINE SERVICES TYPE OF FRONTLINE SERVICES 1. New Water Service Connection Application & Installation 2. Meter Reading & Distribution of Water Bill to Concessionaires 3. Water Bills and other Payment Collection 4. Request for Temporary Shut-Off FEES Current Rate FORMS v v Service Connection Application Form Attendance Logbook Service Connection Report Form Inspection Report Form v *Billing Receipt - Customer’s copy As Billed v Official Receipt As Billed * Maintenance Order * Disconnection Report Form None PROCESSING TIME (Under normal Circumstances Per transaction) 2 days 4 hours & 35 min. PERSONS IN-CHARGE Customer Service Clerk/ Maintenance Personnel (Nelson B. Salvacion, Eric R. Salvane, Jonathan V. Macas & crew) 11 hours & 13 min. Meter Readers (Ryan A. Mayuman, Cresencio I. Gorres Jr. & Erlington Z. Valmoria Sr. ) 6 minutes Teller (Evelyn Jean L. Sacupayo) 2 hours & 41 min. Customer Service Clerk/Meter Reader (Nelson B. Salvacion, R. Mayuman, E. Valmoria & C. Gorres) 10
LIST OF FRONTLINE SERVICES 5. Reconnection of Disconnected Water Service Line 6. Relocation of Water Meter within the same Area 7. Complaint on High Consumption & Adjustments 8. Attending Concessionaires Complaints/Service Orders (In-House Complaints) 8. Attending Concessionaires Complaints/Maintenance Orders (BWD Side) 9. Change of Concessionaire’s name 10. Request for Payment Extension 11. Processing Application for Senior Citizens Discount 12. Request for Meter Testing (Accuracy Test) As billed *Maintenance Order P 610. 00 As billed None none As Billed None 200. 00 1 hour & 30 min. Meter Reader (R. Mayuman, C. Gorres, E. Valmoria) *Complaint Report Form *Maintenance Order 1 day, 4 hours & 40 min. Customer Service Clerk/Maintenance Personnel (Salvacion, Salvane, Macas & Crew) *Complaint Report Form *Maintenance Order *Billing Adjustment Memo 1 day, 2 hours & 20 min. Customer Service Clerk/Maintenance Personnel/Billing Clerk (Salvacion, Pamisa, Salvane, Macas) 2 days, 4 hours & 20 min. Customer Service Clerk/Maintenance Personnel (Salvacion, Salvane, Macas & Crew) *Complaint Report Form *Maintenance Order *Service Order *Complaint Report Form *Maintenance Order New Service Connection Application Form 4 hours 7 15 min. 30 minutes Customer Service Clerk/Maintenance Personnel (Salvacion, Salvane, Macas & Crew) Customer Service Clerk/Billing In-Charge (Salvacion, Boter & Pamisa) Promissory Note Form 18 minutes Customer Service Clerk (Salvacion) *Senior Citizen Discount Application Form *Verification Form 18 minutes Customer Service Clerk/Acting Admin Head (Salvacion, Bongcas) 1 day Customer Service Clerk/Maintenance Personnel (Salvacion, Salvane, Macas & Crew) Meter Test Sheet 11
NEW WATER SERVICE CONNECTION Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm WHO MAY AVAIL OF THE SERVICE: New Water Service Connection Applicants WHAT ARE THE REQUIREMENTS : 1. Pre-Installation Seminar every Friday at 10: 30 -12: 00 noon 2. Fill out and submit Service Connection Application Form in three (3) sets 3. Proof of Ownership (Title, Tax Declaration, Deed of Sale, Lease Contract & Affidavit of Consent) 4. Barangay Certification 5. Residence Tax Certificate (Cedula) 6. Plumbing Plan 7. Notarized Service Connection Application Form Duration : 2 days, 4 hours & 35 min. HOW TO AVAIL OF THE SERVICE : STEP 1 2 APPLICANT / CLIENT Attend the required Pre-installation seminar scheduled every Friday @ 10: 30 am to 12: 00 noon Applicant proceeds to Information Desk 3 Submit the filled-up Application Form with the requirements. 4 Wait for the actual inspection for total length of service pipelines and tapping point ACTIVITY Conduct Orientations/seminar for new service connection DURATION OF ACTIVITY (under normal circumstances) PERSON IN CHARGE FEES FORM 1. 5 hour Customer Service Clerk (N. Salvacion) None Attendance Logbook Provides application form on Service Connection and assist the applicant for necessary information 10 minutes Customer Service Clerk (N. Salvacion) None Service Connection Application Form Check if the application form is completely /properly filled-up and all the requirements are complied with. 20 minutes Customer Service Clerk (N. Salvacion) None Filled- up Contract Application Form None Inspection Report Form 1 -2 hours Inspect and verifies the materials needed for the new service connection ( or earlier depending on the location of the applicant) 5 Submit the Service Connection Application Form with the complete requirements to the General Manager for approval 15 minutes (if requirements complete and without arrears) 6 Assign the account number of the new concessionaires and enters pertinent data in the billing program such as address, name, classification etc. 10 minutes Maintenance Personnel (E. Salvane, J. Macas & Crew) Acting Admin Head (J. Bongcas) Billing Clerk (K. Boter & J. Pamisa) 12
BALINGASAG WATER DISTRICT NEW WATER SERVICE CONNECTION Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm STEP 7 8 APPLICANT / CLIENT Pay the current Installation Fee for service connection and the total length of pipelines to the Teller After payment, proceed to the Customer Service Clerk for schedule of installation DURATION OF ACTIVITY (under normal circumstances) PERSON IN CHARGE FEES FORM 5 minutes ACTIVITY Teller (E. Sacupayo) Current Rate Official Receipt Process payment and issue Official Receipt. Schedule the installation 5 minutes Installation of the water meter to the new applicant -1 day under normal circumstance -2 days maximum Teller (E. Sacupayo) Maintenance Personnel (E. Salvane, J. Macas & Crew) None Official Receipt Service Connection Report Form END OF TRANSACTION 13
BALINGASAG WATER DISTRICT METER READING & DISTRIBUTION OF WATER BILLS TO THE CONCESSIONAIRES Schedule of Availability of Service Monday – Sunday 6: 00 am – 6: 00 pm WHO MAY AVAIL OF THE SERVICE WHAT ARE THE REQUIREMENTS DURATION HOW TO AVAIL OF THE SERVICE STEP APPLICANT / CLIENT : All Concessionaries : None : 11 Hours & 13 min. : ACTIVITY DURATION OF ACTIVITY(under normal circumstances) PERSON IN CHARGE FEES FORM 4 -6 hours (depending on the no. of concessionaires/zone) 1 2 Meter Reader (R. Mayuman, C. Gorres, E. Valmoria) Meter Reading Cards 3 hours Enters the reading/consumption of the concessionaires to the Billing program and print the water bills /disconnection notices per zone. Meter Reading Cards 10 minutes Meter Readers submit the Meter Reading Cards to the billing section 3 Meter Reader (R. Mayuman, C. Gorres, E. Valmoria) Billing In charge (K. Boter & J. Pamisa) Billing Receipts/Disconnection Notice Reading of water consumption– one zone per day (200 to 800 concessionaires) 4 Receives Water Bill and disconnection notice (for concessionaires with arrears) Distribution of the Billing Receipts to each concessionaires 4 -5 hours Water Meter Reader (R. Mayuman, C. Gorres, E. Valmoria) None Billing Receipts/Disconnection Notice END OF TRANSACTION 14
BALINGASAG WATER DISTRICT WATER BILLS COLLECTION and OTHER PAYMENTS Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm WHO MAY AVAIL OF THE SERVICE : All Water District Concessionaries WHAT ARE THE REQUIREMENTS DURATION HOW TO AVAIL OF THE SERVICE STEP APPLICANT / CLIENT 1 Ask for priority number 2 Wait for the priority number to appear on the Queuing Machine and present water bill to the teller : Water Bill : 6 Min. : DURATION Of ACTIVITY(under normal circumstan ces) ACTIVITY Provides Priority Number to Incoming Concessionaire 1 minute PERSON IN CHARGE None Priority Number Teller (E. Sacupayo) None Check and verify the account name/ account number, then process the payment. 3 4 Wait for the teller to release the Official Receipt 5 3 minutes Teller (E. Sacupayo) Release the Official Receipt 1 minute Teller (E. Sacupayo) Received Official Receipt and count the change before leaving the counter 10 -30 seconds End of Transaction FORM Customer Service Clerk (N. Salvacion) 1 minute (time will vary on the actual number of payors) Teller receives the water bill FEES Billing Receipt As Billed Official Receipt 15
BALINGASAG WATER DISTRICT Request for Temporary Shut off Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm WHO MAY AVAIL OF THE SERVICE WHAT ARE THE REQUIREMENTS DURATION HOW TO AVAIL OF THE SERVICE : All active Concessionaires : Water bill : 2 Hours & 41 min. : ACTIVITY DURATION OF ACTIVITY(under normal circumstances) PERSON IN CHARGE FEES Verifies the case of temporary shut-off 30 minutes Customer Service Clerk (N. Salvacion) None 2 Verifies the account of concessionaires on the Billing and Collection Program 3 minutes 3 Conduct meter reading (for concessionaires requesting for shut off after the scheduled reading by zone) 1 hour STEP 1 4 APPLICANT / CLIENT Proceeds to Customer Service Clerk for Temporary Shut off Pay Arrears or the corresponding amount of the actual reading Transact payment of the concessionaire requesting for shut-off 3 minutes Billing Clerk (K. Boter, J. Pamisa) None Maintenance Personnel/Meter Reader None FORM Teller (E. Sacupayo) As Billed Maintenance Order Official Receipt 16
BALINGASAG WATER DISTRICT Request for Temporary Shut off Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm STEP 5 6 APPLICANT / CLIENT Present the Official Receipt at the Information Desk DURATION OF ACTIVITY(under normal circumstance s) ACTIVITY Fill-out the Maintenance Order (MO) for temporary shut off and forward the MO to the Operations/Technical personnel who will conduct the shut-off Disconnect the Service connection 5 minutes 1 hour PERSON IN CHARGE Customer Service Clerk (N. Salvacion) Maintenance Personnel or the assigned Meter Reader FEES None FORM Maintenance Order Disconnection form/Maintenance Order END OF TRANSACTION 17
BALINGASAG WATER DISTRICT RECONNECTION OF DISCONNECTED WATER SERVICE LINE Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm WHO MAY AVAIL OF THE SERVICE DURATION WHAT ARE THE REQUIREMENTS HOW TO AVAIL OF THE SERVICE : 1. Those concessionaries whose water service connection is disconnected due to non-payment of water bill 2. Those who requested for temporary disconnection/shut-off : 1 Hour & 30 min. : Full payment of Arrears/unpaid accounts and reconnection fee : APPLICANT / CLIENT ACTIVITY DURATION OF ACTIVITY(under normal circumstances) PERSON IN CHARGE FEES FORM 1 Visit the Information desk for the intention of water service Reconnection a. Unpaid Account Evaluate the total amount of unpaid water bills plus the reconnection fee b. For Voluntary Closed services-verifies the reconnection fee a. 10 minutes b. 10 minutes Customer Service Clerk (N. Salvacion) None Billing Receipt/ Maintenance Order a. 5 minutes Teller (E. Sacupayo) 2 Pay the total billing to the Teller STEP a. Unpaid Account Process payment and issue Official Receipt b. Voluntary Closed services b. 5 minutes Teller (E. Sacupayo) a. As billed plus reconnection fee b. As billed plus reconnection fee Official Receipt 18
RECONNECTION OF DISCONNECTED WATER SERVICE LINE Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm ACTIVITY DURATION OF ACTIVITY(under normal circumstances) PERSON IN CHARGE 3 Informs the Assigned Meter Reader regarding the Reconnection 15 minutes Customer Service Clerk (N. Salvacion) Maintenance Order 4 Assigned Meter Reader proceeds to the area for reconnection 1 hour Meter Reader (R. Mayuman, C. Gorres, E. Valmoria) Maintenance Order STEP APPLICANT / CLIENT FEES FORM END OF TRANSACTION 19
WHO MAY AVAIL OF THE SERVICE WHAT ARE THE REQUIREMENTS DURATION HOW TO AVAIL OF THE SERVICE : STEP 1 BALINGASAG WATER DISTRICT RELOCATION OF WATER METER WITHIN THE SAME AREA Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm : All Concessionaires : None : 1 day, 4 hours & 40 min. DURATION OF ACTIVITY(under normal circumstances) PERSON IN CHARGE FEES 20 minutes Customer Service Clerk (N. Salvacion) None 10 minutes Maintenance Personnel Evaluation of the new location 4 hours Maintenance Personnel (J. Macas, E. Salvane & Crew) APPLICANT / CLIENT ACTIVITY Visit the information desk for the intention of the relocation of water meter Check necessary requirements and issue Inspection Report. Forward the Service memo to maintenance Section 3 4 5 Purchase the prescribed materials required for the installation of the water meter at the new location, then notify the BWD office. Set the schedule 10 minutes 6 Wait for the schedule of transfer to the new location. Sign the service memo for the acknowledgement of the transferred water meter. Pull-out and Install water meter to the requested area 1 day END OF TRANSACTION FORM Complaint/Report form (J. Macas, E. Salvane & Crew) Customer Service Assistant (N. Salvacion) Maintenance Personnel (J. Macas, E. Salvane & Crew) Maintenance Order 20
BALINGASAG WATER DISTRICT COMPLAINT ON HIGH CONSUMPTION AND ADJUSTMENTS Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm WHO MAY AVAIL OF THE SERVICE : All Concessionaires with high WHAT ARE THE REQUIREMENTS DURATION HOW TO AVAIL OF THE SERVICE : Current water bill consumption : 1 Day, 2 hours & 20 min. : ACTIVITY DURATION OF ACTIVITY(under normal circumstances) PERSON IN CHARGE FEES FORM Visit & Notify right away the customers service assistant for the request Prepares Complaint Form for inspection of the service connection 15 minutes Customer Service Clerk (N. Salvacion) None Complaint Report Form Wait for the maintenance plumber for inspection Inspection of Water/Repair Service Line and advise concessionaire to repair their in-house leaking. The BWD will recommend in-house plumbers to do the repair ordinary case 1 day None Maintenance Order STEP APPLICANT / CLIENT 1 2 The person in charge will compute the adjusted bill of the concessionaire based on the BWD’s policy on high consumptions 3 4 A Statement of Account (SOA) will be prepared and sent to the concessionaire for his/her final billing and payment 1 hour 6 Pay for his/her adjusted Water Bill Issue official receipt Billing Clerk/Acting Maintenance Head (J. Pamisa, C. Belamia) None Adjustment Memo 30 minutes The adjusted consumption will be updated in the Billing program after GM’s approval of the Adjustment Form 5 Billing Clerk (K. Boter, J. Pamisa) None Billing Adjustment Memo None Statement of Account As Billed Official Receipt Billing Clerk/Meter Reader 30 minutes 5 minutes END OF TRANSACTION Maintenance Personnel (J. Macas, E. Salvane & Crew) Teller (E. Sacupayo, ) 21
BALINGASAG WATER DISTRICT ATTENDING CONCESSIONAIRES COMPLAINTS/SERVICE ORDERS (IN-HOUSE COMPLAINTS) Schedule of Availability of Service Monday – Saturday 8: 00 am – 5: 00 pm WHO MAY AVAIL OF THE SERVICE WHAT ARE THE REQUIREMENTS DURATION HOW TO AVAIL OF THE SERVICE STEP APPLICANT / CLIENT 1 A. For In-House Leaking: Proceeds to Customer Service and report your leaks and its causes 4 ACTIVITY Verifies complaints and interview the concessionaire. Prepares Complaint Form and give it to Maintenance Head 2 3 : All active concessionaries : None : 2 Days, 4 hours & 20 min. : Wait for the inspection by BWD Plumber Received the recommendation concerning the repair Assign Plumber to visit the area for inspection) Provides Accredited Plumber to do the repair DURATION OF ACTIVITY(under normal circumstanc es) PERSON IN CHARGE FEES FORM 10 minutes Customer Service Clerk (N. Salvacion) None Complaints/Report Form/ Logbook 10 minutes Customer Service Clerk (N. Salvacion) 30 mins to 4 hours Maintenance Head (C. Belamia) 1 to 2 Days Plumber None Maintenance Order Form/ Logbook Service Order 22
ATTENDING CONCESSIONAIRES COMPLAINTS/MAINTENANCE ORDERS (BWD Side) Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm WHO MAY AVAIL OF THE SERVICE WHAT ARE THE REQUIREMENTS DURATION HOW TO AVAIL OF THE SERVICE STEP 1 2 APPLICANT / CLIENT B. For Service Pipelines. Proceed to Customer Service and Report the Service Line Leak Or call BWD Hotline No. 333 -2025 DURATION OF ACTIVITY(under normal circumstances) ACTIVITY Verifies the exact location 5 minutes Wait for the service crew to arrive in your area for repair Report to Customer Service the Leaking Pipes 5 minutes Prepare Maintenance Order Form and Submit to Operations/Technical Section 3 4 : All active concessionaries : None : 4 hours & 15 min. : 5 minutes Assign crew to proceed to the area to do the repair 3 to 4 hours PERSON IN CHARGE Customer Service Clerk (N. Salvacion) Customer Service Clerk (N. Salvacion) FEES None FORM Complaint Report Form Maintenance Order Maintenance Personnel (J. Macas, E. Salvane & Crew) End of Transaction 23
Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm WHO MAY AVAIL OF THE SERVICE WHAT ARE THE REQUIREMENTS DURATION HOW TO AVAIL OF THE SERVICE STEPS 1 APPLICANT / CLIENT Submit the request to Change the Name of the Registered Concessionaire at the Information Desk ACTIVITY OF ACTIVITY(under normal circumstances ) Fill-up the new Service Connection Application Form Receive/Verify the letter request and the supporting documents submitted and interview the applicant 10 minutes Submit the letter request and the requirements to the General Manager for approval 2 3 : All Concessionaires : 1. Letter Request 2. Death Certificate or Deed of Sale 3. Barangay Certification 4. Application Form : 30 Min. : DURATION 5 minutes Submit the filled up form with the requirements to the Head of the agency for approval 5 minutes PERSON IN CHARGE FEES Customer Service Clerk (N. Salvacion) None FORM Customer Service Clerk (N. Salvacion) Customer Service Clerk/Acting Admin Head (N. Salvacion, J. Bongcas) Service Connection Application Form 24
BALINGASAG WATER DISTRICT CHANGE OF CONCESSIONAIRE’S NAME Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm STEPS APPLICANT / CLIENT ACTIVITY 4 Forward filled-up form to the Billing Section for the change of Concessionaire’s name 5 Activate the account using the new applied Concessionaire’s name DURATION OF ACTIVITY(under normal circumstances) 5 minutes PERSON IN CHARGE FEES FORM Customer Service Clerk (N. Salvacion) Billing In-charge (K. Boter, J. Pamisa) END OF TRANSACTION 25
BALINGASAG WATER DISTRICT REQUEST FOR PAYMENT EXTENSION Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm WHO MAY AVAIL OF THE SERVICE WHAT ARE THE REQUIREMENTS DURATION HOW TO AVAIL OF THE SERVICE APPLICANT / CLIENT STEP 1 Proceed to Information Desk, present your bill and ask for reconsideration to pay the arrears only or ask extension to pay the total bill within the set period agreed by the concessionaire and the Management 2 Signs Promissory Note 3 Pay to the Teller (for payment of arrears only) : All Concessionaires with Arrears : Current Water Bill : 18 Min. : DURATION OF ACTIVITY(under normal circumstances) PERSON IN CHARGE FEES FORM Check bill and account, interview customer and prepares promissory note 10 minutes Information Desk In charge / Customer Service Clerk (N. Salvacion) None Promissory Note Forward the Promissory Note to the General Manager for approval 3 minutes Customer Service Clerk (N. Salvacion) 5 minutes Teller (E, Sacupayo, L. Zaballero) ACTIVITY Issue Official Receipt None Promissory Note As billed Official Receipt END OF TRANSACTION 26
Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm WHO MAY AVAIL OF THE SERVICE : All Senior Citizen who are concessionaires for period of one year WHAT ARE THE REQUIREMENTS a : Senior Citizens ID Card (Photocopy), Water bill, Filled-up application form DURATION : 18 Min. HOW TO AVAIL OF THE SERVICE STEP 1 2 3 4 APPLICANT / CLIENT Proceed to Information Desk and ask for the Senior Citizen Application form Submit the application form with the requirements : ACTIVITY DURATION OF ACTIVITY(under normal circumstances) PERSON IN CHARGE Provide the applicant with Senior Citizen Discount Application Form and verify the account (account should be in the name of the Senior Citizen for a period of 1 year) 5 minutes Check the application form , verify the requirements and interview the applicant 5 minutes Customer Service Clerk (N. Salvacion) 5 minutes Acting Admin Head (J. Bongcas) FORM None Senior Citizen Discount Application Form General Manager (R. Ubalde) 3 minutes FEES Forward the application form to the General Manager for his approval (discount will commenced after 1 month of the approval) Update the concessionaires status in the Billing Program END OF TRANSACTION Customer Service Clerk (N. Salvacion) None Senior Citizen Discount Application Form/Verification Form 27
BALINGASAG WATER DISTRICT REQUEST FOR METER TESTING (ACCURACY TEST) Schedule of Availability of Service Monday – Friday 8: 00 am – 5: 00 pm WHO MAY AVAIL OF THE SERVICE : All active WHAT ARE THE REQUIREMENTS DURATION HOW TO AVAIL OF THE SERVICE : NONE Concessionaires : 6 Hours & 48 min. : APPLICANT / CLIENT ACTIVITY DURATION OF ACTIVITY (under normal circumstances) Proceed to Information Desk and inform the incharge regarding the request Interview the concessionaire and verify his ledger card. 10 minutes Transact payment for meter calibration 3 minutes Teller (E. Sacupayo) Prepare Maintenance Order and submit the form to the Operations/Technical Section 5 minutes Customer Service Clerk (N. Salvacion) Pull out/Test the water meter 5 hours Maintenance Personnel (Salvane, Macas & Crew) 5 Tabulate the result of calibration to verify the accuracy of the water meter 30 minutes 6 Present the result to the concessionaire and reinstall the water meter 1 hour STEP 1 2 Pay to the teller 3 Present official receipt to the Information Desk 4 END OF TRANSACTION PERSON IN CHARGE Customer Service Clerk (N. Salvacion) Maintenance Personnel (Salvane, Macas & Crew) FEES FORM None Customer Ledger Form 200. 00 Official Receipt Meter Test Sheet Maintenance Personnel (Salvane, Macas & Crew) 28
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