REVISITED AND UPDATED December 2012metrokidapawanwd.gov.ph/wp-content/uploads/2013/02/ARTA.pdfCSC updates, PAG‐IBIG, GSIS, etc. √√√ √√√√√ 4 Based on the defined criteria,

AUGUST 2009

REVISITED AND UPDATEDDecember 2012

CITIZEN’S CHARTERCITIZEN’S CHARTER

SinceritySincerity,Professionalism,Professionalism,Responsiveness,p ,Integrity,Neutrality and

Good faith in rendering serviceservice

OVERVIEWOVERVIEWTheThe METROMETRO KIDAPAWANKIDAPAWAN WATERWATERTheThe METROMETRO KIDAPAWANKIDAPAWAN WATERWATERDISTRICTDISTRICT promulgatedpromulgated thethe SS..PP..RR..II..NN..GG..CitizensCitizens CharterCharter inin orderorder toto expediteexpedite thetheCitizensCitizens CharterCharter inin orderorder toto expediteexpedite thetheimplementationimplementation ofof RepublicRepublic ActAct 94859485 –– ananactact toto improveimprove efficiencyefficiency inin thethe deliverydelivery ofofactact toto improveimprove efficiencyefficiency inin thethe deliverydelivery ofofgovernmentgovernment servicesservices toto thethe publicpublic bybyreducingreducing bureaucraticbureaucratic redred tapetape preventingpreventingreducingreducing bureaucraticbureaucratic redred tape,tape, preventingpreventinggraftgraft andand corruption,corruption, andand providingprovidingpenaltiespenaltiespenaltiespenalties..

VISIONVISIONVISIONVISION

MKWDMKWD envisionsenvisions anan economicallyeconomicallyviableviable publicpublic utilityutility firmfirm whosewhose indexindexviableviable publicpublic utilityutility firmfirm whosewhose indexindexofof successsuccess isis customercustomer satisfactionsatisfaction ininthethe provisionprovision ofof adequateadequate safesafethethe provisionprovision ofof adequate,adequate, safe,safe,potablepotable andand affordableaffordable waterwater forforKidKid CitCit M kil lM kil l M tM tKidapawanKidapawan City,City, MakilalaMakilala,, MagpetMagpetandand MatalamMatalam serviceservice areasareas..

MISSIONMISSIONMISSIONMISSION

MKWDMKWD providesprovides costcost effectiveeffectiveservicesservices andand environmentallyenvironmentallyservicesservices andand environmentallyenvironmentallysensitivesensitive managementmanagement ofof waterwaterresourcesresources thatthat isis committedcommitted totoresourcesresources thatthat isis committedcommitted totoserviceservice developmentdevelopment andand selfself‐‐lilireliancereliance..

GOALGOALGOALGOALMKWDMKWD ii ff hh iiMKWDMKWD aimsaims forfor thethe protection,protection,

preservationpreservation andand sustainabilitysustainability ofofitsits waterwater resourcesresources andand willwill alwaysalwaysadhereadhere toto soundsound practicespractices inin thetheppmanagementmanagement ofof thethe naturalnaturalenvironmentenvironment andand watershedwatershedenvironmentenvironment andand watershedwatershedrechargerecharge areasareas..

SERVICE PROFILE

WHAT SERVICES DO WHAT SERVICES DO WE OFFERWE OFFER

No. of No. of Minutes/Minutes/Hours/Hours/

WHO WHO ARE ARE RESPONSIBLE RESPONSIBLE

WHO ARE OUR WHO ARE OUR CLIENTSCLIENTS

DaysDays

1. Reading of Water Consumption, Bill Tending Re‐

3 minutes Customer Accounts and Customer Servicing

All Concessionaires with activeclassification and

Investigation

Customer Servicing Division

with active connections.

2. Disconnection of delinquent accounts and

3 to 8 minutes Customer Service and Concessionaires with

delinquent accounts anddelinquent accounts and voluntary disconnections and re‐opening of the same.

Construction, Civil Works & Service Line Division

delinquent accounts and those who requested for voluntary disconnection.

3. Collection of Payments of 3 Minutes A i d iwater bills , Other

Miscellaneous Services Revenue (MSR).

3 Minutes after name was called

Accounting and Finance Division

All Concessionaires

4 Accept Job Applications 2 Minutes Human Resource unit All Job Applicants4. Accept Job Applications 2 Minutes Human Resource unit All Job Applicants

5. Conduct Orientation Seminar

3 Hours

Customer Service and Construction, Civil Works &

Service Line Division, W h d

All who had paid their application, water meter fees and/or charges.

Watershedfees and/or charges.

6. Estimates and Installation of new connections

5 to 1030 minutesto 1 hour

Civil Works & Construction Division

New Applicants

WHAT SERVICES DO WHAT SERVICES DO No. of No. of

WHO ARE WHO ARE WHO ARE OUR WHO ARE OUR WHAT SERVICES DO WHAT SERVICES DO WE OFFERWE OFFER

Minutes/Minutes/Hours/DaysHours/Days

WHO ARE WHO ARE RESPONSIBLE RESPONSIBLE

WHO ARE OUR WHO ARE OUR CLIENTSCLIENTS

7. Issuance of the Plumbing Permit

1 day Planning and Design Division

All individuals who are requesting for a building permitbuilding permit.

8. Hydro testing for newly built commercial buildings and

2 days for

commercial bldg. and 1

Civil Works & Construction Division

Building and subdivision ownersbuildings and

subdivisions.week for subd.

Construction Division subdivision owners

8 hrs. for serv. lines

Operation and Maintenance Division

9. Repair leaks and 2 hrs. for mainline as reaction period

All affected concessionaires

period

10. Meter Testing 12 hours Production and Water

Quality DivisionAll affected

concessionaires


Minutes/Minutes/ WHO ARE WHO ARE WHO ARE OUR WHO ARE OUR WE OFFERWE OFFER Hours/DaysHours/Days RESPONSIBLE RESPONSIBLE CLIENTSCLIENTS

All concessionaires11. Act on water supply, turbid water and low water pressure complaints

2 hoursOperation & Maintenance and Production & Water

Quality Divisions

All concessionaires experiencing

interrupted water supply, low water

complaints.pressure to no water

12.Cater to bacteriological 5 da s

Production and Water

Other Water District, Business

Establishment Waterg

analysis of water.5 days

Quality DivisionEstablishment Water Refilling Stations and

BAWASA

13 P id b i13. Provide basic information of company policies & rules, CSC, PAG‐IBIG, GSIS and its updates

3 to 4 hoursHuman Resource

unit All Employees

pand others that concerns other line agencies.



All i i14. Replacement of water meters.


Quality Divisions

All concessionaires with defective and

inaccurate registration meter.g

15. Investigation of service lines

12 hours

Operation and Maintenance

Production and Water

All concessionaireswith possible line

leaks, illegal acts and service lines. Production and Water

Quality Divisionswith doubtful consumptions.

All Concessionaires

16. Transfer of Meter Stand/Vertical Outlets

12 hoursOperation and

Maintenance Division

All Concessionaires with improper and

substandard installation and

location of meters.



All i i17. Monitoring and inspection of lines.


Quality Divisions

All concessionaires, contractors, NGO’s,GA’s and private individuals.

18. Accept voluntary tree planting and parenting as 1 day Watershed Unit All environmentalistpartnership.

19. Accept on the job training students.

280 hours All Departments

All students who are required by their

schools to undergo on the job trainingthe job training.



20 E t d t h i l Oth t di t i t20. Extend technical assistance on the operations of a water utility.


Quality Divisions

Other water districts, BAWASA and government corporations.y p

21. Assistance during the occurrence of fire, flood,man made disasters and

15 minutesOperations and Maintenance

Local Fire Stations, Disaster and CalamityCouncil PNP and fireman made disasters and

calamities. DepartmentCouncil, PNP and fire

Volunteers.

CRITERIA CRITERIA DESCRIPTION GUIDEDESCRIPTION GUIDECRITERIA CRITERIA

SUGGESTED CRITERIA SUGGESTED CRITERIA GUIDE QUESTIONSGUIDE QUESTIONSCRITERIA CRITERIA

DESCRIPTIONDESCRIPTION

Does the priorit ser ices of the

* Due to face to face interrelation with the

1. Service with public interface regularly

Does the priority services of the Water District face to face contact

with the public?

concessionaires the more positive results from them and more productive results

we achieve

2. High Demand from the public

Does the services of the delivery potable water to the public in

demand or needed?

* The more the demand from the public, the more

important is the service. p

3. Frequency of complaints Does the identified services receive the most complaints?

* If the services receive more complaints, it is more important to give moreq y p the most complaints? important to give more attention and action to it

4 Immediate impact to the D th id tifi d i ti fi* The more impact of services 4. Immediate impact to the

community/concessionaires Does the identified service satisfies

the needs of the public?

pto the public, the more important is the service

SERVICE PRIORITY ASSESSMMENT MATRIX

CRITERIA 1 CRITERIA 2 CRITERIA 3

SERVICES CRITERIA 1 DEGREE OF

PUBLIC INTERFACE

CRITERIA 2 LEVEL OF PUBLIC

DEMAND

CRITERIA 3 MAGNITUDE OF PUBLIC

IMPACT

CRITERIA 4 COMPLAIN

T

TOTAL SCORE

1. Reading of water consumptions, Bill Tending, Reclassifications and Investigations

√√ √√ √√ √√ 44and Investigations.

2. Disconnection and Re‐opening. √√ ×× ×× √√ 22

3. Collection of payment of water Bills and changes other MSR and Issuance of checks

√√ √√ √√ √√ 44checks

4. Accept Job Application √√ ×× ×× ×× 11

5. Conduct Orientation Seminar √√ √√ √√ √√ 44

SERVICE PRIORITY ASSESSMENT MATRIX

SERVICES SERVICES

CRITERIA 1 CRITERIA 1 DEGREE OF DEGREE OF

PUBLIC PUBLIC INTERFACE INTERFACE

CRITERIA 2 CRITERIA 2 LEVEL OF LEVEL OF PUBLIC PUBLIC

DEMANDDEMAND

CRITERIA 3 CRITERIA 3 MAGNITUDE MAGNITUDE OF PUBLIC OF PUBLIC

IMPACTIMPACT

CRITERIA 4 CRITERIA 4 COMPLAINTCOMPLAINT

TOTAL TOTAL SCORESCORE

INTERFACE INTERFACE DEMANDDEMAND IMPACTIMPACT

6. Estimates and Installation of new connections

×× √√ √√ √√ 337. Issuance of Plumbing Permit √√ ×× ×× √√ 228. Hydro testing for

l b ilt i lnewly built commercials buildings and sub‐divisions.

√√ ×× ×× √√ 22

9 R i f L k √√ √√ √√ √√ 449. Repair of Leaks √√ √√ √√ √√ 44

10. Meter Testing √√ √√ √√ √√ 4411. Act on No Water, Turbid √√ √√ √√ √√ 44

SERVICE SERVICE PRIORITY ASSESSMMENT MATRIXPRIORITY ASSESSMMENT MATRIX

SERVICES

CRITERIA 1 DEGREE OF

PUBLIC INTERFACE

CRITERIA 2 LEVEL OF PUBLIC

DEMAND

CRITERIA 3 MAGNITUDE OF PUBLIC

IMPACT

CRITERIA 4 COMPLAINT

TOTAL SCORE

12. Acceptance of Bacteriological Water Analysis

√√ ×× √√ √√ 33Analysis.

13. Provide basic information of company policies & rulesof company policies & rules CSC updates, PAG‐IBIG, GSIS, etc.

√√ √√ √√ √√ 44

Based on the defined criteria, the CCT proceeds with the assessment Based on the defined criteria, the CCT proceeds with the assessment and prioritizations using simple scoring system.and prioritizations using simple scoring system.

44 Will be the 1st priorityWill be the 1st priority44 Will be the 1st priorityWill be the 1st priority33 will be the 2nd prioritywill be the 2nd priority

1 & 21 & 2 Will be the 3rd priorityWill be the 3rd priority

STEP 2STEP 2

SYSTEM AND PROCEDURE ANALYSIS MATRIXSYSTEM AND PROCEDURE ANALYSIS MATRIX

Areas for Review and GuideProposed Areas

Areas for Review and Guide Questions

Yes No Finding / Remarks for Improvement

1.Steps in providing service and 1.Steps in providing service and G idG id Q tiQ ti It i f thIt i f th ONEONE STOPSTOP SHOPSHOPGuide Guide QuestionQuestion

Are steps clearly defined and Are steps clearly defined and simple to follow?simple to follow?

√√

It is easy for the It is easy for the concessionaires to be a concessionaires to be a member of the Metro member of the Metro KidapawanKidapawanWater District Water District

ONEONE‐‐ STOPSTOP‐‐ SHOPSHOP

Is the number of steps Is the number of steps reasonable?reasonable?

Is there a process flow chart easily Is there a process flow chart easily visible or posted in conspicuous visible or posted in conspicuous

√√

√√

if they follow the posted if they follow the posted proceduresprocedures

p pp pareasareas2.Forms2.Forms

Are forms readily available andAre forms readily available and Are forms readily available and Are forms readily available and accessible?accessible?

Are they easy to understand and Are they easy to understand and accomplish?accomplish?

A h i l iA h i l i

√√

√√

Forms are very simple to Forms are very simple to follow and understand.follow and understand.

Forms will be Forms will be translated intotranslated intovernacular languagevernacular language

Are there irrelevant questions or Are there irrelevant questions or information requirements in information requirements in forms?forms?

√√

SYSTEM AND PROCEDURE ANALYSIS MATRIX

Proposed Areas Areas for Review and Guide

QuestionsYes No Finding / Remarks

Proposed Areas for

Improvement3.Requirements 3.Requirements

C l ti thC l ti thqq

Are the requirements necessary and Are the requirements necessary and reasonable?reasonable?

Are all necessary requirements clearly Are all necessary requirements clearly

√√

Completing the Completing the requirements makes the requirements makes the person or entity qualified to person or entity qualified to be a concessionaire of the be a concessionaire of the M tM t KidKid W tW t

If there are revisions If there are revisions and if new policies and if new policies will be imposed by will be imposed by our office, our our office, our y q yy q y

specified?specified? Are requirement easy to secure?Are requirement easy to secure? Is it costly to comply with the Is it costly to comply with the

requirements?requirements?

√√

√√√√

Metro Metro KidapawanKidapawan Water Water District.District.It is not costly because It is not costly because forms and requirements are forms and requirements are f f hf f h

,,concessionaires will concessionaires will be informed thru the be informed thru the broadcast media or broadcast media or by giving leaflets of by giving leaflets of qq √√ free of chargefree of chargey g gy g g

fliers.fliers.

4.Location4.Location The concessionaire will The concessionaire will have to walk from main have to walk from main

OneOne‐‐ StopStop‐‐ ShopShop Are the location of related offices Are the location of related offices

clustered to facilitate ease movement clustered to facilitate ease movement of clients from one office to another?of clients from one office to another?

Are there signs to direct customers Are there signs to direct customers

√√

building to other office to building to other office to transact their transaction?transact their transaction?Signs are steps are posted Signs are steps are posted in front of the office so that in front of the office so that

OneOne StopStop Shop Shop transactions so that transactions so that the concessionaire the concessionaire will not go to other will not go to other offices.offices.gg

where to proceed after each required where to proceed after each required steps is completing the transaction?steps is completing the transaction?

Is it a single window transaction?Is it a single window transaction?√√

√√

it is easy for the it is easy for the concessionaire to transact concessionaire to transact their business at the office.their business at the office.

offices.offices.NONE.NONE.




Proposed Areas for

Improvement

5.Transactions5.Transactions and Processing and Processing TimeTime

OneOne to two days or it to two days or it depends on how the depends on how the client complies with the client complies with the One One –– Stop Stop –– ShopShop

IsIs the transaction time properly the transaction time properly measured?measured?

( How long does it take to( How long does it take to

√√ requirements since the requirements since the Metro Metro KidapawanKidapawanWater Water District employees gives District employees gives immediate action to theimmediate action to the( How long does it take to ( How long does it take to

complete the transaction time?)complete the transaction time?)immediate action to the immediate action to the needs of needs of concessionaires.concessionaires.

Was the distance traveled in the Was the distance traveled in the process of completing a process of completing a transaction considered intransaction considered in

√√ All the transactions of All the transactions of the client was scheduled the client was scheduled so as to avoid waste ofso as to avoid waste of

NONENONEtransaction considered in transaction considered in estimating the transact time? estimating the transact time?

so as to avoid waste of so as to avoid waste of time, energy and effort.time, energy and effort.



Yes No Finding / Remarks Proposed Areas

for Improvement

IsIs there any standard there any standard transaction time?transaction time? √√

In reading water consumptions In reading water consumptions we give only 2 minutes perwe give only 2 minutes per NONENONEtransaction time?transaction time? √√ we give only 2 minutes per we give only 2 minutes per concessionaires and 2 minutes concessionaires and 2 minutes when they pay ( first come, first when they pay ( first come, first serve basis however we serve basis however we

NONENONE

prioritize senior citizen, prioritize senior citizen, pregnant women, women with pregnant women, women with children and handicapped.)children and handicapped.)The orientation seminar for 90The orientation seminar for 90The orientation seminar for 90 The orientation seminar for 90 minutes every Tuesday and minutes every Tuesday and Thursday 1:00 PM to 3:30 PM.Thursday 1:00 PM to 3:30 PM.

SYSTEM AND PROCEDURE ANALYSIS MATRIXSYSTEM AND PROCEDURE ANALYSIS MATRIX

Areas for Review and GuideProposed Areas


Yes No Finding / Remarks for Improvement

66 A li bl F d ChA li bl F d Ch6.6. Applicable Fees and ChargesApplicable Fees and Charges

Are Are feesfees and charges fixed?and charges fixed?√√

√√

ApplicationApplication fee and other fee and other charges are fixed. The water charges are fixed. The water rates are based on the LWUA rates are based on the LWUA

NONENONE

Are transaction payments Are transaction payments vulnerable to corruption?vulnerable to corruption?

Are fees and charges made Are fees and charges made √√

approved water rates.approved water rates.

ggknown to the public.known to the public.

7.7. Client Well Client Well ‐‐ BeingBeing

√√

ComfortableComfortable seats are seats are provided with television setprovided with television set

NoNo noon break for noon break for customer servicing customer servicing

DoDo clients stands for a long time clients stands for a long time while paying?while paying?

A li f bl hilA li f bl hil√√

√√ provided with television set provided with television set while waiting for their turn.while waiting for their turn.Fully air conditioned office.Fully air conditioned office.Free Blood Pressure Reading, Free Blood Pressure Reading, ff d diff d di

ggand office collection.and office collection.

Are clients comfortable while Are clients comfortable while waiting?waiting?

coffee and candies are coffee and candies are provided for concessionaires.provided for concessionaires.




Proposed Areas for

Improvement

8.8. Client Feedback and RedressClient Feedback and Redress

IsIs there a client satisfaction there a client satisfaction √√ All feedbacks from All feedbacks from NeedNeed more studies more studies mechanism in place?mechanism in place?

Are clients satisfied with the Are clients satisfied with the service provided?service provided?

Are complaints and suggestionAre complaints and suggestion

√√concessionaires are concessionaires are studied by the employee studied by the employee concerned and action concerned and action were given to solvewere given to solve

and seminars for and seminars for the employees the employees concerned so that concerned so that the feedback fromthe feedback from Are complaints and suggestion Are complaints and suggestion

collected from clients processed collected from clients processed and analyzed to measure level of and analyzed to measure level of satisfaction?satisfaction?

√√were given to solve were given to solve problems they are problems they are complaining aboutcomplaining about

the feedback from the feedback from the public will be the public will be served very served very satisfactorily.satisfactorily.

Are the nature and reasons for Are the nature and reasons for complaints studied?complaints studied?

Were complaints properly handled Were complaints properly handled and quickly / properly addressed?and quickly / properly addressed?

√√

√√Complaints are evaluated Complaints are evaluated and come up with and come up with recommendations forrecommendations forand quickly / properly addressed?and quickly / properly addressed? recommendations for recommendations for improvementimprovement

SYSTEM AND PROCEDURE ANALYSIS MATRIXSYSTEM AND PROCEDURE ANALYSIS MATRIXAreas for Review and Guide

Yes No Finding / RemarksProposed Areas for


Improvement

9.9. Quality Service OutputQuality Service Output AreAre details / information indetails / information in √√ VeryVery minimal error due tominimal error due to Enhancing of our Enhancing of our Are Are details / information in details / information in

transactions outputstransactions outputs(e.g. issuance of water bills, (e.g. issuance of water bills, source of maintenance, order, source of maintenance, order, i f i t li f i t l

√√ VeryVery minimal error due to minimal error due to our program computerized our program computerized program.program.

ggcomputerization program.computerization program.

issuance of receipts always issuance of receipts always correct?correct?

Are the delivery of water Are the delivery of water services to concessionaires services to concessionaires

√√Complaints on water Complaints on water shortage, low pressure and shortage, low pressure and

Construction of a Slow Construction of a Slow Sand Filtration Plant and Sand Filtration Plant and rehabilitation of main and rehabilitation of main and distribution lines.distribution lines.

satisfactory?satisfactory? turbidity of water were turbidity of water were already addressed.already addressed.

( )( )7.7. Client Well Client Well ‐‐ BeingBeing Provide basic information to Provide basic information to

employees on company employees on company policies & rules, CSC updates, policies & rules, CSC updates,

√√ Data needed by employees Data needed by employees are prepared manually, so are prepared manually, so they can access by request.they can access by request.

AssignAssign one (1) computer one (1) computer for viewing of their for viewing of their records, regarding their records, regarding their status in the office and status in the office and

PAGPAG‐‐IBIG, GSIS and others IBIG, GSIS and others that concerns line agencies.that concerns line agencies.

other information that other information that they need to know.they need to know.

STEPS AND PROCEDURES

Service We OfferService We Offer STEPSSTEPSAreas for Areas for

ImprovementImprovement

I f iI f i f h d f dif h d f di illillReading Reading

Information Information of the date of reading of the date of reading will will be be schedule so that the concessionaire schedule so that the concessionaire will be aware.will be aware.

Walk Walk in concessionaire will give a in concessionaire will give a note to the teller. note to the teller. After After payment, payment, receives receives with with

ReRe‐‐Classification Classification and and InvestigationInvestigation::

corresponding O.R, proceed to corresponding O.R, proceed to information desk for signing the information desk for signing the service request. service request. AdviceAdvice concessionaire thatconcessionaire thatAdvice Advice concessionaire that concessionaire that connection is subject for investigation. connection is subject for investigation.

Check Check and review concessionaires and review concessionaires DisconnectionDisconnection account before going to the field to account before going to the field to

conduct disconnection conduct disconnection

STEPS STEPS AND AND PROCEDURESPROCEDURES


ImprovementImprovement Inquire Inquire for unpaid account. for unpaid account.

ReRe‐‐OpeningOpening

ProceedProceed to tellerto teller Go Go back to information desk for back to information desk for signingsigning

the the service request. service request. Advice to wait anytime for reAdvice to wait anytime for re‐‐opening of opening of connection.connection.

Collection Collection of Payment of Payment ofofWater Water Bills ( Teller ) Bills ( Teller )

Zones Zones ( 1,( 1,4,7,10,13,17,19) 4,7,10,13,17,19) Teller 1 Teller 1

Zones Zones (2,5,8,11,14,16,20,22)(2,5,8,11,14,16,20,22) Teller 2Teller 2

(Cashier(Cashier) )

Zones (3,6,9,12,15,18,21) Teller 3Zones (3,6,9,12,15,18,21) Teller 3

Issuance of official receipt for any Issuance of official receipt for any payment payment received.received.

Accept Accept Job ApplicationJob Application Receive Receive and check application and check application F dF d G l M f iG l M f i Forward Forward to General Manager for action to General Manager for action

STEPS STEPS AND AND PROCEDURESPROCEDURES


ImprovementImprovementConduct Conduct orientation orientation

ConductConduct seminar everyseminar every TuesdayTuesday andandseminar and processing seminar and processing service service

Conduct Conduct seminar every seminar every Tuesday Tuesday and and Thursday Thursday at 1:30 PM. Those who came in at 1:30 PM. Those who came in late late will not be allowed to attend will not be allowed to attend the the orientation orientation seminar.seminar.

f ff fEstimates Estimates and and Installations Installations of new of new connectionconnection

Payment of application fee and water Payment of application fee and water meter meter

Prepare service request for estimate Prepare service request for estimate After After estimates are made, estimates are made, AfterAfter estimates are made,estimates are made,

concessionaires concessionaires must advise the office must advise the office that that materials are ready for installation. materials are ready for installation.

Installation Installation of connection of connection

Issuance Issuance of plumbing of plumbing permitpermit

Submit plumbing design plan to ECD Submit plumbing design plan to ECD Pays cashier for the Pays cashier for the plumbing plumbing permit permit Bring O.R to ECD for approval of Bring O.R to ECD for approval of

plumbingplumbing..


A fA fService We OfferService We Offer STEPSSTEPS

Areas for Areas for ImprovementImprovement

HydroHydro testing for newlytesting for newly •• Payments of hydro testing feePayments of hydro testing feeHydro Hydro testing for newly testing for newly built commercial built commercial buildings buildings and and subdivisionssubdivisions

Payments of hydro testing fee Payments of hydro testing fee • • Conduct Conduct hydro testing after payment hydro testing after payment

Repair Repair Leaks Leaks

((before the water meter)before the water meter)

•• Prepare Prepare M.O with all necessary M.O with all necessary information properly information properly filledfilled‐‐up. up.

• Determine• Determine the most economical waythe most economical way((before the water meter) before the water meter)

((after the water meter)after the water meter)

Determine Determine the most economical way the most economical way of of handling handling repair. repair.

• • Withdraw Withdraw material needed material needed • Prepare • Prepare S.R coming from walk in S.R coming from walk in

i ii iconcessionaireconcessionaire. . • Briefing • Briefing of the required tariff set by the of the required tariff set by the

office office • Private • Private Plumber will go to the area Plumber will go to the area gg

estimate estimate needed needed and do the necessary and do the necessary repairrepair..

STEPS STEPS AND PROCEDURESAND PROCEDURES

Service We Offer STEPSAreas for

Improvement

Meter Meter TestingTesting •• Prepare Prepare M.O for testing based from M.O for testing based from the meter the meter reading form. reading form.

• Pay• Pay meter testing fee of (P 150 00)meter testing fee of (P 150 00)• Pay • Pay meter testing fee of (P 150.00) meter testing fee of (P 150.00) • • Go Go back to Customers Service Section back to Customers Service Section

to present to present O.R Service Request is O.R Service Request is made made and and signed by the signed by the concessionaireconcessionaire. .

• • It It should be accomplished within should be accomplished within 2 2 daysdays..

Act Act on No Water, on No Water, Turbid WaterTurbid Water and Lowand Low

• Prepare • Prepare S.R S.R • Forward• Forward the service request to ECD orthe service request to ECD orTurbid Water Turbid Water and Low and Low

Water Water PressurePressure• Forward • Forward the service request to ECD or the service request to ECD or

OMD OMD for personnel assignment.for personnel assignment.


Service We Offer STEPS Areas for Improvement

Acceptance of Bacteriological Examination

• Fill up laboratory Form. • Proceed to cashier for payments

of bacteriological test fee. g• Go back to the laboratory

secure the sterilized bottle and determine the schedule of water analysiswater analysis

• Identify what kind of water to analyze (treated or untreated)

Provide Access for Employees on CSC updates, PAG‐IBIG, GSIS

• Access of employees to his/her records by viewing in the computer.

Procure one set computer with existing software for easy access updates, PAG I IG, GSIS

and others that concerns line agencies.

computer. yof records

STEP 3STEP 3SERVICE STANDARDS

SERVICE STANDARDS 1. Standard in Water Reading

> Accurate water meter readingAccurate water meter reading> Error free reading> Error free reading> Error free reading> Error free reading

Bill Tending

> All water bill must be delivered on time> All water bill must be delivered on time> All water bill must be delivered on time> All water bill must be delivered on time

Re‐classification

> Recommendation of the investigator must be based on the existing Recommendation of the investigator must be based on the existing > Recommendation of the investigator must be based on the existing Recommendation of the investigator must be based on the existing policy/policies and without prejudice to the interest of the Water District.policy/policies and without prejudice to the interest of the Water District.

2. Disconnection2. Disconnection

> Disconnection due to nonDisconnection due to non‐‐payment of water bill.payment of water bill.> Re> Re‐‐openingopening

* Re* Re‐‐open, Reopen, Re‐‐calibrated water metercalibrated water meterp ,p ,* If paid in the morning, re* If paid in the morning, re‐‐opening is within the dayopening is within the day* If paid in the afternoon, after 2:00 pm re* If paid in the afternoon, after 2:00 pm re‐‐opening will be on the first opening will be on the first

hour of the following day.hour of the following day.

SERVICE STANDARDS SERVICE STANDARDS 33. . Collection of payment of water bills Collection of payment of water bills

• Issuance of official receipt for any payment received. Issuance of official receipt for any payment received. • Provide exact amount of change • Provide exact amount of change

Issuance of check Issuance of check • Any payment made/claims must be supported with official receipt. • Any payment made/claims must be supported with official receipt.

Acceptance of payment during noon break Acceptance of payment during noon break Acceptance of payment during noon break Acceptance of payment during noon break • First come first serve in payments of water bill however, we will • First come first serve in payments of water bill however, we will

prioritize senior citizens, pregnant women and handicapped. prioritize senior citizens, pregnant women and handicapped.

4 Accept Job Application 4 Accept Job Application 4. Accept Job Application 4. Accept Job Application • All application letters must be addressed to the General Manager • All application letters must be addressed to the General Manager

5. Conduct orientation seminarConduct orientation seminar5• No proxy allowed• No proxy allowed• No seminar, no installation • No seminar, no installation

SERVICE STANDARDS 6. Estimates and Installations 6. Estimates and Installations

It u t f ith th MKWD t d d i t f d th d i t ll d It u t f ith th MKWD t d d i t f d th d i t ll d • It must conform with the MKWD standards in terms of depth and installed • It must conform with the MKWD standards in terms of depth and installed near the mainline and/or vertical outlet. near the mainline and/or vertical outlet.

• Installation must within three (3) days. • Installation must within three (3) days.

7. Issuance of Plumbing Permit 7. Issuance of Plumbing Permit • All structures with building permit must secure plumbing permit. No • All structures with building permit must secure plumbing permit. No

plumbing permit no installation. plumbing permit no installation.

8. Hydro testing for newly built commercial building 8. Hydro testing for newly built commercial building • Plumbing Installation must pass the hydro testing conducted before being • Plumbing Installation must pass the hydro testing conducted before being

tapped to the MKWD line tapped to the MKWD line tapped to the MKWD line. tapped to the MKWD line.

9. Repair leaks before water meter 9. Repair leaks before water meter • Dispatch personnel and equipment after proper estimates of needed • Dispatch personnel and equipment after proper estimates of needed p p q p p pp p q p p p

materials and inspection was done. materials and inspection was done.

SERVICE STANDARDS

10. Repair leaks after water meter10. Repair leaks after water meter

• Payment must conform to the required tariff rate set by the MKWD • Payment must conform to the required tariff rate set by the MKWD

11. Meter Testing 11. Meter Testing

• Pay the required service fee of P 150.00. • Pay the required service fee of P 150.00.

12 Act on No Water Turbid Water and Low Water Pressure 12 Act on No Water Turbid Water and Low Water Pressure 12. Act on No Water, Turbid Water and Low Water Pressure 12. Act on No Water, Turbid Water and Low Water Pressure

• To act the soonest time possible. • To act the soonest time possible.

STEP 4STEP 4PERFORMANCE PERFORMANCE

PLEDGESPLEDGES

PERFORMANCE PLEDGESPERFORMANCE PLEDGESWe the officials and employees of the Metro Kidapawan Water Districtpledge and commit to deliver quality public service in theS . P . R . I . N . G. citizen charter, specifically we will;

>> CommitCommit toto givegive accurateaccurate andand reliablereliable waterwater metermeter reading,reading, onon timetimedeliverydelivery ofof waterwater billsbills andand fairfair andand justjust classificationclassification ofofdeliverydelivery ofof waterwater billsbills andand fairfair andand justjust classificationclassification ofofconnectionsconnections..

>> DemonstrateDemonstrate utmostutmost courtesycourtesy andand politenesspoliteness butbut firmfirm inin dealingdealingwithwith concessionairesconcessionaires..

>> Fast,Fast, reliable,reliable, honest,honest, polite,polite, andand courteouscourteous collectorscollectors..

>> EntertainEntertain allall clientsclients withwith utmostutmost courtesycourtesy>> EntertainEntertain allall clientsclients withwith utmostutmost courtesycourtesy

>> ConductConduct clear,clear, briefbrief andand preciseprecise orientationorientation seminarseminar toto wouldwould bebe &&delinquentdelinquent concessionaires,concessionaires, asas thethe casecase maymay bebe..

>> GiveGive accurateaccurate estimateestimate onon thethe materialsmaterials neededneeded andand promptprompt actionactioninin relationrelation toto installationinstallation

PERFORMANCE PLEDGESO C S> Immediate issuance of plumbing permit to complying applicants. > Immediate issuance of plumbing permit to complying applicants.

Gi h d i l f i li Gi h d i l f i li > Give accurate hydro testing result from requesting client. > Give accurate hydro testing result from requesting client.

> Respond promptly on the concessionaire's request. > Respond promptly on the concessionaire's request.

> Act promptly and accurately on the required meter testing. > Act promptly and accurately on the required meter testing.

> Prioritize areas with no water, low pressure and less than 24 hours > Prioritize areas with no water, low pressure and less than 24 hours water supply water supply

> Conduct bacteriological test accurately. > Conduct bacteriological test accurately.

> Provide basic information > Provide basic information of company policies & rules, CSC of company policies & rules, CSC d t PAGd t PAG IBIG GSIS d th i li i IBIG GSIS d th i li i updates, PAGupdates, PAG‐‐ IBIG, GSIS and other concerning line agencies. IBIG, GSIS and other concerning line agencies.

> Equal treatment to all employees regardless of gender, rank, and > Equal treatment to all employees regardless of gender, rank, and religion. religion.

> Provide comfortable waiting area for all clients. > Provide comfortable waiting area for all clients.

STEP 5STEP 5

SET UP FEEDBACK AND REDRESS MECHANISMMECHANISM

>> AA feedbackfeedback mechanismmechanism isis aa processprocess ofof thethe organizationorganization toto givegivetheirtheir suggestionssuggestions andand complaintscomplaints regardingregarding ourour waterwater services,services,thusthus aa feedbackfeedback formform willwill bebe providedprovided toto bebe filledfilled upup bybyconcessionairesconcessionaires..

>> DataData collectedcollected fromfrom concessionairesconcessionaires thruthru feedbackfeedback formform shallshall bebeusedused inin determiningdetermining ourour lapseslapses inin servicingservicing thethe clientsclients..

>> IfIf feedbackfeedback mechanismmechanism isis readyready inin placeplace duringduring thethe developmentdevelopmentofof thethe charter,charter, itit isis beneficialbeneficial forfor usus toto improveimprove ourour publicpublic servicesservices..

>> AnyAny comments,comments, complaintscomplaints oror suggestionssuggestions regardingregarding ourour publicpublicservice,service, anyoneanyone cancan callcall oror txttxt usus thruthru 11..)) mobilemobile ## 09230923‐‐70528307052830 22..))SuggestionSuggestion BoxBox 33..)) ClientClient FeedbackFeedback FormForm 44..)) InformationInformation DeskDesk 55..))AnyAny employeeemployee inin thethe officeofficeAnyAny employeeemployee inin thethe officeoffice..

S . P . R . I . N . G . feedback mechanismS . P . R . I . N . G . feedback mechanism

Please let us kno ho to ser e ou better b doing an Please let us know how to serve you better by doing any of the following:

: Drop your comments and suggestions in our Suggestion Box located at the entrance of our main ggoffice.

: Approach the personnel at the Public Assistance d C l i D k h f M i and Complaint Desk near the entrance of our Main

Building.: Call or text this number 0923 7052 834 : Call or text this number 0923 ‐7052‐834

S P R I N G f db k fS P R I N G f db k fS . P . R . I . N . G . feedback formS . P . R . I . N . G . feedback form

Pangalan: ________________________________________________________________Tirahan: ________________________________________________________________Cellphone No. (If any) ________________________________________________________________Email Address: ________________________________________________________________Departamento:Departamento: ________________________________________________________________Suggestion: ________________________________________________________________Komento: ________________________________________________________________Reklamo: ________________________________________________________________KailanNangyari: ________________________________________________________________( kl ) (ang reklamo) _______________________________________________________________________Ano pa ang gusto ninyong gawin namin? ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Signature (lagda) ______________________________ Date (Petsa) ______________________________

W ld lik i l Y NO Would you like a written reply Yes NO (OO) (hindi)

Complaint Management System DiagramComplaint Management System Diagram

Define the scope of the specific Define the scope of the specific complaint management systemcomplaint management system

Forwarded Forwarded Ineligible complaints the Ineligible complaints the correct responsibility center (3)correct responsibility center (3)

Set Set up the systemup the system* * Develop a process for lodging Develop a process for lodging complaint (complaint (1)1)

* * Prioritize complaints (2)Prioritize complaints (2)** D fi ibiliti (4)D fi ibiliti (4)

Appoint StaffAppoint Staff

Train Train StaffStaff* * Define responsibilities (4)Define responsibilities (4)* * Develop service standard (6)Develop service standard (6)* * Develop reporting requirementDevelop reporting requirement

Set Set up the management reporting systemup the management reporting system

Inform StaffInform Staff

* * Improve service/proceduresImprove service/procedures

Control Control and Monitor the complaint system (7)and Monitor the complaint system (7)

** Measure ImprovementMeasure Improvement Measure ImprovementMeasure Improvement* * Record complaints related actionRecord complaints related action* * Develop a followDevelop a follow‐‐up surveyup survey* * Identify problem areas or systemIdentify problem areas or system

Report Report Outcomes (8Outcomes (8) ) * * Internal ReportInternal Report* * External ReportExternal Report

STEP 6STEP 6

The Citizen's Charter contains the The Citizen's Charter contains the following:following:following:following:1.1. ServiceService TitleTitle == SS .. PP .. RR .. II .. NN .. GG (Sincerity,(Sincerity, Professionalism,Professionalism,

))Responsiveness,Responsiveness, Integrity,Integrity, Neutrality,Neutrality, GoodGood Faith)Faith) ininrenderingrendering serviceservice..

2.2. Office Address =Office Address = LanaoLanao, , KidapawanKidapawan City City

3.3. Service Description = Service Description = Water Utility Water Utility

4.4. Clients Clients == Concessionaires / all people who have water service Concessionaires / all people who have water service 4.4. Clients Clients Concessionaires / all people who have water service Concessionaires / all people who have water service connections to the water district. connections to the water district.

5.5. Requirements Requirements == Orientation Seminar and payment of Application FeesOrientation Seminar and payment of Application Fees

6.6. Schedule of Availability of Service:Schedule of Availability of Service:

a.) Operation & Maintenance = all the time, 24/7 a.) Operation & Maintenance = all the time, 24/7 b.) Administrative & Finance = Monday to Friday regular office hours.b.) Administrative & Finance = Monday to Friday regular office hours.

The Citizen's Charter contains The Citizen's Charter contains th f ll ith f ll ithe following:the following:

7. Fees and Charges (refer to URR):Fees and Charges (refer to URR):

8.8. Service Process:Service Process:

a.) Undergo orientation seminara.) Undergo orientation seminarb.) Fill up the application form and pay the application feeb.) Fill up the application form and pay the application feec.) Get the materials estimates from the plumbersc.) Get the materials estimates from the plumbersd.) Inform the office that your materials purchased are ready for d.) Inform the office that your materials purchased are ready for

installationsinstallationse.) Pay the water bills monthly according to your consumptione.) Pay the water bills monthly according to your consumption

The Citizen's Charter contains the The Citizen's Charter contains the f ll if ll ifollowing:following:

9.9. Duration and ActivityDuration and Activity Time DurationTime Duration

a.) Orientationa.) Orientation 90 minutes every Tuesday and 90 minutes every Tuesday and ThursdayThursday

b.) Accomplishing Application Formb.) Accomplishing Application Form 5 5 –– 10 minutes10 minutesc.) Materials estimatec.) Materials estimate 10 minutes10 minutesd.) Installationsd.) Installations 1 ½ to 2 hours1 ½ to 2 hourse.) Reading of Water Meterse.) Reading of Water Meters 2 minutes / water meter2 minutes / water meterf.) Payment of Water Billsf.) Payment of Water Bills 30 seconds to 1 minute per bill 30 seconds to 1 minute per bill

The Citizen's Charter contains The Citizen's Charter contains th f ll ith f ll ithe following:the following:10. . Person InPerson In‐‐chargecharge

a.) Orientationa.) Orientation 2 Division Managers C, Water 2 Division Managers C, Water Maintenance Man Maintenance Man –– A A

b.) Accomplishing Application Formb.) Accomplishing Application Form Department Clerk,Department Clerk,c.) Materials estimate/ installationsc.) Materials estimate/ installations PlumbersPlumbersd.) Collectiond.) Collection Customer Service Assistant BCustomer Service Assistant Bd.) Collectiond.) Collection Customer Service Assistant BCustomer Service Assistant Be.) Meter Readinge.) Meter Reading Meter ReaderMeter Readerf.) Public Assistance Deskf.) Public Assistance Desk Free coffee and candiesFree coffee and candies

11. 11. Performance Pledge ( see Step # 5 )Performance Pledge ( see Step # 5 )

12. 12. Redress Redress –– Just fill up the client Feedback form/ call or text mobile # Just fill up the client Feedback form/ call or text mobile # 0923705283009237052830

Suggestions:Suggestions:

Put up a Public Assistance DeskPut up a Public Assistance Desk

‐ the officer of the day will sit in at the Public A i D k l d i l bb h Assistance Desk located at an area in our lobby at the main building which is accessible to clients.

‐ Division Managers/Section Heads/Department Managersg

We have the following:e a e t e o o g:

Water dispenserWater dispenser(for drinking water and to

have hot water be used in making coffee)

> > CandiesCandies

> > CoffeeCoffee

Television SetTelevision Set

Plastic cups and stirrersPlastic cups and stirrers

a good sound system & microphone used by tellers in calling clients

an umbrella ‐ where concessionaires can use during rains and will just leave it at the guard in the exit gateguard in the exit gate.

express teller for senior citizens pregnant women express teller for senior citizens, pregnant women, persons with disability and clients with babies

Organizational Structure per Department with Organizational Structure per Department with pictures of Personnelpictures of Personnelpictures of Personnelpictures of Personnel

Put a signage for identification of departments Put a signage for identification of departments and directions (entrance and exit points)and directions (entrance and exit points)

Put a signage for No Noon Break PolicyPut a signage for No Noon Break Policy Leaflets Leaflets –– regarding MKWD, its regarding MKWD, its

accomplishments etcaccomplishments etcaccomplishments, etc…accomplishments, etc…Signage that we prioritize paying, senior citizens, Signage that we prioritize paying, senior citizens,

pregnant women, women with babies pregnant women, women with babies p g ,p g ,and those with disabilityand those with disability

F db k FF db k FFeedback FormFeedback FormTarpaulin Tarpaulin –– per services on the flow of per services on the flow of

transactions transactions transactions transactions

SPRING ARTA TEAMSPRING ARTA TEAM

Chair: Maria Judith Magdusa EnriquezChair: Maria Judith Magdusa‐Enriquez

Members: Lalaine Alquiza‐Witara mps Members: Lalaine Alquiza‐Witara, mps Merlie Egpit – Avila

Working Secretary: Sheila Marie Bocboc‐ Barsalote

Documents

REVISITED AND UPDATED December 2012metrokidapawanwd.gov.ph/wp-content/uploads/2013/02/ARTA.pdfCSC updates, PAG‐IBIG, GSIS, etc. √√√ √√√√√ 4 Based on the defined criteria,