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Maningcol Highway, Ozamiz City, Misamis Occidental CONTENTS FOREWORD QUALITY POLICY 1 QUALITY OBJECTIVES CORPORATE VALUES SERVICE PERFORMANCE PLEDGE 2 FEEDBACK AND REDRESS MECHANISM 3 TYPES OF SERVICE 4 MEMBERSHIP FOR NEW APPLICANTS 5 HOW TO AVAIL OF THE SERVICES 6 RECONNECTION SERVICES 7 TEMPORARY CLOSURE/DISCONNECTION SERVICES 9 TRANSFER TAPPING/TRANSFER METER/CHANGED TAPPING 10 CHANGE METER/METER STUCK UP/METER TEST/METER LEAK 11 NO WATER/DIRTY WATER/WATER WITH TASTE OR ODOR 12 LOW PRESSURE /HIGH PRESSURE 13 SPECIAL READING 14 HIGH CONSUMPTION 15 RESPONSE TO INJURIES ON MOWD/PRIMEWATER MATTERS PHONE-IN 16 TYPES OF SERVICES – OPERATIONS 17 SPECIFIC OPERATIONS SERVICES 18 ACCOUNTING /FINANCE SERVICES 19 TRANSFER OF RESPONSIBILITY 20 COLLECTION SERVICES 21 PAYMENT OF CENTERS 22 OTHER POLICIES/INFORMATION/SERVICES 23 WATER CONSERVATION TIPS 24 VISION 25 MISSION 25 MOWD IN PARTNERSHIP WITH PRIMEWATER 26 OUTLINE OF THE SERVICE AREA 27 METRO OZAMIS WATER DISTRICT RESERVOIRS 1 FOREWORD Welcome to MOWD! The MOWD Citizen’s Charter is provided as a helpful resource to you, our Concessionaires. It contains useful information regarding many of the services available to assist you. It also contains the MOWD profile, relevant information and MOWD coverage. Being familiar with this Citizen’s Charter or MOWD Handbook is an easy access to provide you with your needs and offer you services with satisfaction. With your feedback and comments, these would also help us improve our services to make us more productive and grow professionally with excellence. With great enthusiasm, MOWD is here to serve you with your water needs always adhering to our commitment in the fulfillment of our mission and vision in providing the people of Misamis Occidental with the safest, adequate and potable water. QUALITY POLICY 2 We are committed to provide quality service aimed towards meeting customer requirements by supplying safe and potable water supply to our customers. We will develop a competent workforce that aspires for continual growth and development. QUALITY OBJECTIVES • Customer Satisfaction • Continual Improvement • Highest Quality of Service CORPORATE VALUES • Honesty • Teamwork • Competitive Spirit • Cost Consciousness • Closeness to Customers 1 3 SERVICE PERFORMANCE PLEDGE We, the officials and employees of the Metro Ozamiz Water District and PrimeWater Metro Ozamiz, pledge and commit to deliver quality public service as embodied in the Customer’s Handbook. In fulfillment of this, we will: • Serve with honesty and integrity • Demonstrate professionalism, aptness and sensitivity • Be prompt and timely in our delivery of services • Provide adequate and accurate information to the consuming public • Serve our customer with utmost courtesy and politeness • Treat everyone with fairness and equality and be consistent in the application of rules and policies • Entertain and respond to queries and other customer concerns amiably • Provide feedback mechanism • Exhibit work flow charts, procedures, fees, and charges in our office • Be present and available during office hours and continue to implement the “No Noon Break” policy • Provide comfortable waiting area for customer and visitors • Wear proper uniform and identification 2 4 FEEDBACK AND REDRESS MECHANISM The Metro Ozamiz Water District and Primewater Metro Ozamiz will respond accordingly to your comments/suggestion the soonest time possible. Please let us know of your comments/suggestions by doing any of the following: • Accomplish the Customer Feedback Form (CFF) which is available at the Teller/Cashier Section. Fold it to ensure the privacy of your comments/suggestion and drop it inside suggestion box. • Visit or call the MOWD or Primewater office and inform the Customer Care Representative of your comments/suggestions. • Write your comments/suggestions to Ms. Rosemarie Delos Reyes, Acting General Manager of MOWD or to Engr. Cyril L. Tamarion, Branch Manager of PrimeWater Metro Ozamiz. LIST OF SERVICES I. Membership for New Applicants II. Reconnection Services III. Temporary Closure / Disconnection Services IV. Transfer Tapping / Transfer Meter / Changed Tapping V. Change Meter / Meter Stuck-up / MeterTest / Meter Leak VI. No Water / Dirty Water / Water with Taste or Odor VII. Low Pressure / High Pressure VIII. Special Reading IX. High Consumption X. Response to Inquiries on MOWD/Primewater Matters XI. Type of Services – Operations XII. Specific Operations Services XIII. Accounting / Finance Services XIV. Transfer of Responsibility XV. Collection Services 3 5 PROCESSING PERSON RESPONSIBLE/ TYPE OF SERVICES FEES FORMS TIME LOCATION Job Order Form -New Tapping/New Application P1,250.00 Application Customer Service Form and 2-3 days Personnel Contract -Reconnection Recon.fee Job Order Customer Service Personnel, 1 hour Reconnection before 15 days P150.00 Form Plumber, Inspector Job Order Customer Service Personnel, Reconnection after 15 days P200.00 1 hour Form Plumber, Inspector Job Order Customer Service Personnel, -Disconnection (None) Form 45 minutes Plumber, Inspector Job Order Customer Service Personnel, -Transfer Tapping (None) 30-40 minutes Form Plumber, Inspector -Replace Meter (None) Job Order Form 30-40 minutes C.S. Personnel, Plumber, Inspector -Stolen Meter (None) Job Order Form 30-40 minutes C.S. Personnel, Plumber, Inspector -Damaged Meter (None) Job Order Form 30-40 minutes C.S. Personnel, Plumber, Inspector -Transfer of Responsibility P200.00 Job Order Form 30 minutes C.S. Personnel, Plumber, Inspector Customer Service Personnel, -High Consumption (None) Job Order Form 1 day Plumber, Inspector -Special Reading 30 minutes Meter Readers -Water Meter Test ENTERTAIN COMPLAINTS, INFORMATION & RECORDS 10-20 minutes Commercial Team Leader & CCD Personnel MANAGEMENT CONDUCT ORIENTATION SEMINAR 1 hour CMU-CCD Personnel PHONE-IN INQUIRIES ON MOWD 5 minutes Customer Service Personnel /PRIMEWATER MATTERS Illegal connections/fraudulent practices 10-30 minutes Commercial Team Leader/General Manager of customers OPERATIONS SERVICES Engineering staff FINANCE SERVICES Finance staff 4 6 Membership for New Applicants Schedule of availability of service from Mondays to Fridays 8:00 AM to 5:00 PM and Saturdays 8:00 to 12:00 Noon. Who may avail of the service? Customers who wanted to avail MOWD and Primewater Services that are within the coverage area. What are the requirements? 1. Submit 2pcs 2x2 picture/photo. 2. Photocopy of any valid I.D. 3. Attend Orientation Seminar (scheduled every Wednesday & Fridays 2:00PM-3:00PM at MOWD Mess Hall). 4. Payment for Installation Fee of Php 1, 250.00. 5. Barangay Clearance. 5 7 HOW TO AVAIL OF THE SERVICES Duration of Person Step Applicant/Client Service Provider Form Activity In-harge Get application form at the frontline Application 1 Give client Application Form 1 minute Mr. Jubellan Cabaron with the contract Form -Evaluate. and validate each of the requirements Submit the fully accomplished -Check/verify against the masterlist. Affix initials and date 2 application form,together with the 10 minutes Mr. Jubellan Cabaron requirements verified. -review the application forms; Requirements and contract. -Give the processed Application Receive application form and Form and instruct the client to pay 3 2 minutes Mr. Jubellan Cabaron the installation fee and inspection proceed to the cashier fee at the Cashier. 4 Pay to the Cashier -Process payment and issue O.R 3 minutes Cashier/s Receive the processed application 3 minutes Mr. Jubellan Cabaron and official receipt. Encode personal date/write personal data of the applicant with the date of the O.R. at the log-book for new applicant. 3 minutes Mr. Jubellan Cabaron Return to frontline and give to File the application form at 5 theinspector folder for inspection. frontliner the application form and the Official Receipt Fiield Inspector will inspect the 1 day Mr. Eliseo Moywela applicant’s vicinity on the next day. Frontliner will get back all the ap- placation forms from the inspector and verify remarks or action taken 3 minutes Mr. Jubellan Cabaron and approval for service connection. Attend Orientation Seminar Ms. Arlyn S. Estela- (Orientation Seminar is held every Division Manager- B - 6 Wednesdays/Fridays 2 – 3 P.M. Conduct orientation seminar 1 hour Commercial Accounts and Services The customer has the option on what day they are available. Contract Monitoring Unit -Check application form if Verify after three days if approved by the inspector and 7 application is approved or verify remarks. 3 minutes Mr. Jubellan Cabaron disapproved after inspection. Verify old inactive accounts to check if the applicant is not 2 minutes Mr. Jubellan Cabaron included in the block listed inactive accounts. Endorse application form to 2 minutes Mr. Jubellan Cabaron Commercial Head for approval. 8 Endorse application form to the Operation Division for 2 minutes Mr. Jubellan Cabaron tapping. Tapping of the Service 45 minutes Mr. Jubellan Cabaron Connection END OF TRANSACTION RECONNECTION SERVICES Schedule of availability of service from Mondays to Fridays 8:00 Am to 5:00 PM and Saturdays 8:00 to 12:00 Noon. Who may avail of the service? Customers who requested for reconnection of MOWD and PRIMEWATER services. What are the requirements to avail of the service? 1. Reconnection Fee of Php 150.00 2. Inspection Fee of Php 50.00 for Service connection not reconnected after 15 days. How to avail the service: Duration Person Step Applicant/Client Service Provider Form Of Activity In-Charge Give client Job Order Form Mr. Jubellan Cabaron
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    REGION 10 Address: Baloy, Cagayan de Oro City Office Number: (088) 855 4501 Email: [email protected] Regional Director: John Robert R. Hermano Mobile Number: 0966-6213219 Asst. Regional Director: Rafael V Marasigan Mobile Number: 0917-1482007 Provincial Office : BUKIDNON Address : Capitol Site, Malaybalay, Bukidnon Office Number : (088) 813 3823 Email Address : [email protected] Provincial Manager : Leo V. Damole Mobile Number : 0977-7441377 Buying Station : GID Aglayan Location : Warehouse Supervisor : Joyce Sale Mobile Number : 0917-1150193 Service Areas : Malaybalay, Cabanglasan, Sumilao and Impsug-ong Buying Station : GID Valencia Location : Warehouse Supervisor : Rhodnalyn Manlawe Mobile Number : 0935-9700852 Service Areas : Valencia, San Fernando and Quezon Buying Station : GID Kalilangan Location : Warehouse Supervisor : Catherine Torregosa Mobile Number : 0965-1929002 Service Areas : Kalilangan Buying Station : GID Wao Location : Warehouse Supervisor : Catherine Torregosa Mobile Number : 0965-1929002 Service Areas : Wao, and Banisilan, North Cotabato Buying Station : GID Musuan Location : Warehouse Supervisor : John Ver Chua Mobile Number : 0975-1195809 Service Areas : Musuan, Quezon, Valencia, Maramag Buying Station : GID Maramag Location : Warehouse Supervisor : Rodrigo Tobias Mobile Number : 0917-7190363 Service Areas : Pangantucan, Kibawe, Don Carlos, Maramag, Kitaotao, Kibawe, Damulog Provincial Office : CAMIGUIN Address : Govt. Center, Lakas, Mambajao Office Number : (088) 387 0053 Email Address : [email protected]