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Transcript of TABBLLEE TOOFF TCCOONNTEENNTSS€¦ · ... Photocopy of Notarized Deed of Absolute Sale c)...
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September 2016
Davao City Water District Citizen's Charter - 2016
Page | 1
TTAABBLLEE OOFF CCOONNTTEENNTTSS
I. Vision, Mission and Corporate Philosophy 2
II. DCWD Service Pledge 3
III. Feedback / Redress Mechanisms ... 4
IV. Requirements . 5-6
V. Our Five Frontline Services List .. 7
VI. New Service Connection Application ... 816
VII. Payment of Water Bills 17-22
VIII. Customer Services : 23
1. Arrangement/Elevation of Water Meter .. 28-29
2. Billing Details and other Billing Concerns .. 30
3. Change of Account Name .. 31-32
4. Disconnection of Water Service .. 33-37
5. High Water Consumption Investigation .. 38-41
6. No Water / Low Pressure . 42-43
7. Replacement of Defective Water Meter .. 44-47
8. Replacement of Stolen Water Meter . 48-51
9. Repositioning of Water Meter . 52-57
10. Senior Citizen Discount Privilege . 58
11. Special Reading of Water Consumption . 60
12. Transmission, Distribution and Service Line Leak Repairs 61-62
13. Water Quality Analysis . 63-67
IX. Reconnection of Water Service . 68-72
X. Transfer of Water Meter 73-78
XI. DCWD Customer Feedback Form . 79
XII. Workflow Charts of Frontline Services ... 80
XIII. Glossary . 141
XIV. DCWD Citizens Charter Team 2016 .. 144
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September 2016
Davao City Water District Citizen's Charter - 2016
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I.Vision, Mission and Corporate Philosophy
Vision
Best water and wastewater service provider with utmost care for the
people and environment
Mission
We commit to supply potable and affordable water 24 hours a day,
provide wastewater treatment services, operate efficiently, and take a
proactive role in environmental concerns and keep a competent
workforce
Corporate Philosophy
Service with Dignity and Honor.
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Davao City Water District Citizen's Charter - 2016
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II. DCWD Service Pledge To you our customer, we, the officers and employees of the Davao City Water District, commit to: ork efficiently to provide you with frontline services at our:
ttend quickly to your reports, complaints, queries and requests;
reat you with courtesy and give consideration to those with special needs;
nsure your satisfaction through our prompt delivery of services; and
egard highly your awareness of our programs through various media, our website www.davao-water.gov.ph, Email: [email protected] DCWD Facebook Account: http://www.facebook.com/davaowater
because you deserve only the best service.
W
A
T
E
R
Bajada and Matina offices 7:30 AM 5:00 PM, Monday to Friday Toril and Madapo sub-offices 8:00 AM 5:00 PM, Monday to Friday Collection Centers : Victoria Plaza 10:00 AM 7:00 PM, Monday to Sunday
Felcris Centrale and SM Lanang Premier DCWD call centers 24-hour operation Monday to Sunday 24-hour DCWD call center hotlines : 297- (DCWD) 3293
0927-798-8966 (Globe) 0908-441-0653 (Smart) 0925-511-3293 (Sun)
http://www.davao-water.gov.ph/mailto:[email protected]://www.facebook.com/davaowaterhttp://www.facebook.com/davaowaterhttp://www.facebook.com/davaowater
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Davao City Water District Citizen's Charter - 2016
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III. Feedback and Redress Mechanisms
Comments, suggestions, and complaints are welcome through these means:
Customer Feedback Form and drop box provided in all our offices
E-mail address: [email protected]
Facebook page account: http://www.facebook.com/davaowater
24-hour hotline : 297- (DCWD) 3293
Cellular phone : 0927-798-8966 (Globe)
0908-441-0653 (Smart) 0925-511-3293 (Sun)
mailto:[email protected]://http://http://www.facebook.com/davaowater
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Davao City Water District Citizen's Charter - 2016
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IV. REQUIREMENTS
1) Valid identification a) If transacted by applicant
- original and photocopy of one valid identification card (ID) or barangay certificate/Police Clearance/NBI Clearance
- FOR SENIOR CITIZENS DISCOUNT PRIVILEGE - Original and photocopy of Senior Citizens
identification card issued by the Office for Senior Citizens Affairs (OSCA)
b) If transacted by representative
1. original and photocopy of representatives one valid identification card or barangay certificate; Police / NBI clearance
2. one photocopy of applicants valid identification card or his / her barangay certificate;
Police / NBI Clearance and photocopy of one valid ID of the lot and/or building owner/s (if
lot and building are not owned by the applicant)
3. Notarized Special Power of Attorney (SPA) or General Power of Attorney (GPA) or
Authorization Letter
2) Proof of Ownership: 2.1 For Private Property (any of the following)
a) Land Title
b) Photocopy of Notarized Deed of Absolute Sale
c) Photocopy of Notarized Conditional Sale
d) Photocopy of Notarized Deed of Donation
e) Photocopy of Notarized Contract to Sell
f) Photocopy of Building Permit specifically describing therein the location of the lot
g) Original copy of NHA Certification and City Housing
h) Original copy of Certification from Board of Liquidators
2.2 For Heir in a Privately Owned Lot
a) Photocopy of Extra-Judicial Settlement of Estate
b) Photocopy of Land Title
c) Photocopy of Notarized Affidavit of Heirship
d) Photocopy of Proof of Heirship (Birth Certificate, etc)
2.3 For Renter / Lessee of a Privately Owned Lot
a) Photocopy of current and notarized Lease Contract
b) Photocopy of Land Title
c) Notarized Authorization / Consent from the Lot Owner / Lessor or Special Power of Attorney
d) Notarized Affidavit of Undertaking
2.4 For Informal Settler on a Private Titled Land with Accredited Association
a) Original copy of Certification from the Association signed by the Association President (sealed)
b) Notarized Affidavit of Undertaking
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Davao City Water District Citizen's Charter - 2016
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2.5 For Informal Settler in the Government Property
a) Original copy of the Barangay Certification signed by the Barangay Captain with Seal, or
b) Original copy of Certification from Board of Liquidators, if applicable
c) Notarized Affidavit of Undertaking
2.6 For Owner of a Property Acquired through Balikatan
a) Original Copy of Authenticated Notice of Approval from Balikatan
2.7 For Corporate / Business Establishments (any of the following)
a) Lot Title (if owned)
b) Photocopy of current and notarized Lease Contract
2.8 For Owner of a Foreclosed Property
a) Original Copy of the Certification from the Bank, SSS, GSIS or PAG-IBIG, or other housing
institutions
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Davao City Water District Citizen's Charter - 2016
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V. Our Five Frontline Services
1. New Service Connection (NSC) Application (p.8-16)
2. Payment of Water Bills (p.17-22)
3. Customer Services (p.23)
i. Arrangement/Elevation of Water Meter (p.28-29)
ii. Billing Details and other Billing Concerns (p.30)
iii. Change of Account Name (p.31-32)
iv. Disconnection of Water Service (p.33-37)
v. High Water Consumption Investigation (p.38-41)
vi. No Water / Low Pressure (p.42-43)
vii. Replacement of Defective Water Meter (p.44-46)
viii. Replacement of Stolen Water Meter (p.47-50)
ix. Repositioning of Water Meter (p.51-56)
x. Senior Citizen Discount Privilege (p.57)
xi. Special Reading of Water Consumption (p.58-59)
xii. Transmission, Distribution and Service Line Leak Repairs (p.60-61)
xiii. Water Quality Analysis (p.62-66)
4. Reconnection of Water Service (p.67-71)
5. Transfer of Water Meter (p.72-77)
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Davao City Water District Citizen's Charter - 2016
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VVII..
General Public of Davao City within the service areas of DCWD
1) Attendance to Orientation for New DCWD Customers Bajada office Monday to Friday 10:00 AM and 3:00 PM
Matina office Tuesday and Thursday only every 10:00 AM and 3:00 PM
2) Valid identification [see page 5; no. 1 (a/b)]
3) Proof of Ownership
4) Installation Fee per water meter size (subject to change) :
1. NEW SERVICE CONNECTION (NSC) APPLICATION
Schedule of Availability of Service (no noon break): Phone-in (Monday to Sunday 24 hour operation):
Contact 297-DCWD (3293)
09277988966 (Globe)
09084410653 (Smart)
09255113293 (Sun)
Website : www.davao-water.gov.ph
E-mail : [email protected]
Customer in-Office (no noon break)
Bajada Office Monday to Friday - 7:30 AM to 5:00 PM
Matina Office Monday to Friday - 7:30 AM to 5:00 PM
Toril Office Monday to Friday - 8:00 AM to 5:00 PM
Victoria Plaza Collection Center Monday to Sunday - 10:00 AM to 7:00 PM
WHO MAY AVAIL OF THE SERVICE :
REQUIREMENTS :
- PhP 3,900.00 2 - Php 42,250.00
- 21,450.00 4 - 81,900.00
1 - 24,700.00 6 - 104,000.00
1-1/2 - 33,800.00 8 - 158,600.00
http://www.davao-water.gov.ph/mailto:[email protected]
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Davao City Water District Citizen's Charter - 2016
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Go to Public Assistance Desk Officer (PADO) for priority number, proceed to Commercial Services
Department (CSD) counter and apply for New Service Connection (NSC).
WITH FILLED-UP ELECTRONIC NSC FORM
Customer in-office transactions : 1 hour and 22 minutes
First visit : 1 hour and 11 minutes and 30 seconds
Second visit : 10 minutes and 30 seconds
WITHOUT FILLED-UP ELECTRONIC NSC FORM
Customer in-office transactions : 1 hour and 21 minutes and 30 seconds
First visit : 1 hour and 5 minutes and 30 seconds
Second visit : 5 minutes and 30 seconds
Third visit : 10 minutes and 30 seconds
Under normal condition:
Tee connection will be installed within two working days after contract signing.
Primary Line Connection will be installed within six working days after contract signing.
Applications are accepted at DCWD Bajada, Matina and Toril Offices ; and Victoria Plaza sub-office
HOW TO AVAIL OF THE SERVICE :
DURATION OF TRANSACTION :
WHERE TO APPLY FOR NEW SERVICE CONNECTION :
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Davao City Water District Citizen's Charter - 2016
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Process flow
How to avail of the service
First visit- Customer in-office Transaction (without Electronic NSC Application Form)
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP) FORM / SLIP
1
Go Public Assistance Desk Officer (PADO) for assistance.
Inquire customer's concern, give priority number. Direct customer to Customer Care Division (CCD and wait for turn.
30 sec
PADO
Priority
number
2 Go to CCD Customer Service Assistant (CSA) and apply for New Service Connection (NSC).
Check availability of water service and sufficiency of pressure for approval to attend orientation. Give orientation slip
5 min CCD CSA Orientation Attendance Slip
3 Receive orientation attendance slip. Attend orientation, submit duly filled-up orientation slip, photocopy of one valid ID and give to Orientation facilitator.
Facilitate orientation.
Give New Service
Connection Application
Form (Form 1),
Installation Standard
Diagram and Orientation
Attendance Certificate.
1 hr Orientation Facilitator
NSC Application form (Form 1) Installation Standard Diagram Orientation Attendance Certificate
4 Receive Form 1, Installation Standard Diagram and Orientation Attendance Certificate. Comply requirements for submission to CCD CSA.
END OF FIRST VISIT Customer in-office Transaction (without Electronic NSC Application Form)
NEW SERVICE CONNECTION (NSC) APPLICATION
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Davao City Water District Citizen's Charter - 2016
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Process flow
Second visit - Customer in-office Transaction (with NSC Application Form & Complete Requirements (without E-NSCA Form)
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-CHARGE and
COUNTER
FEE
(PhP) FORM / SLIP
1
Go Public Assistance Desk Officer (PADO) for assistance.
Inquire customer's concern, provide priority number. Direct customer to Commercial Services Department (CSD) -Customer Care Division (CCD) counter and wait for turn.
30 sec
PADO
Priority number
2 Go to CCD Customer Service Assistant (CSA) and submit accomplished New Service Connection Application Form (Form 1) and Complete requirements. Receive inspection schedule slip.
Receive and evaluate the accomplished Form 1 and requirements. Agree on schedule of inspection date and give Inspection Schedule Slip. Advise customer to wait for the Plumbing Inspection Report (blue card) or call 2973293 for the result of investigation.
5 min CCD CSA
Form 1
END OF SECOND VISIT Customer in-office Transaction
(WITH NSC Application Form & Complete Requirements and WITHOUT E-
NSCA Form)
NEW SERVICE CONNECTION (NSC) APPLICATION
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Davao City Water District Citizen's Charter - 2016
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Process flow
First visit-Customer in-office Transaction (with Electronic NSC Application Form & Complete Requirements)
STEP CUSTOMER SERVICE PROVIDER
DURATIO
N OF
ACTIVITY
PERSON-IN-
CHARGE
and
COUNTER
FEE
(PhP) FORM / SLIP
1 Go Public Assistance Desk Officer (PADO) for assistance.
Inquire customer's concern, provide priority number. Direct customer to Commercial Services Department (CSD) Customer Care Division (CCD) counter and wait for turn.
30 sec
PADO
Priority number
2 Go to CSD Customer Service Assistant (CSA) and apply for New Service Connection (NSC).
Check availability of water service and sufficiency of pressure for approval to attend orientation.
5 min Customer Service Assistant (CSA)
Orientation Attendance Slip
3 Receive orientation attendance slip. Attend orientation, submit duly filled-up orientation slip, photocopy of one valid ID to Orientation facilitator.
Facilitate orientation. Give New Service Connection Application Form (Form 1), Installation Standard Diagram and Orientation Attendance Certificate.
1 hr Orientation Facilitator
Form 1 Orientation Attendance Slip Installation Standard Diagram Orientation Attendance Certificate
4 Receive Form 1, Installation Standard Diagram and Orientation Attendance Certificate. Comply requirements for submission to CSD CSA.
Form 1 Installation Standard Diagram Orientation Attendance Certificate
5 Submit the accomplished e-Form 1 and complete requirements to CCD CSA. Receive Inspection Schedule Slip (ISS).
Receive and evaluate the accomplished Form 1 and requirements. Agree on schedule of inspection date and advise customer to come back two days or call 297-3293 for the result of investigation.
6 min Customer Service Assistant (CSA)
Filled-up Form 1 Requirements Inspection Schedule Slip
END OF FIRST VISIT - Customer in-office Transaction
NEW SERVICE CONNECTION (NSC) APPLICATION
(with Electronic NSC Application Form & Complete Requirements)
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Davao City Water District Citizen's Charter - 2016
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Process flow
Internal Transaction After First Visit with Filled-up Electronic NSCA Form & Complete Requirements and After Second Visit with filled-up NSCA Form &
Complete Requirements (without filled-up Electronic NSCA Form)
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP) FORM / SLIP
1 Create New Service Application record on database. Generate control number.
2 min CCD CSA e-Form 1 / Form 1
2 Prepare GIS map and determine DMA code. Confirm availability of water service and sign.
6 min NSC Supervisor
e-Form 1 / Form 1 GIS
3 Log and endorse New Service Connection Application Form (Form 1) to Investigation Supervisor for investigation.
2 min CCD CSA
4 Receive and log Form1 and assign inspector.
3 min Investigation Supervisor
5 Conduct inspection on site. Issue inspection notice (blue card) to inform customer that plumbing provision has been investigated with findings and instruction. Return Form1 to Investigation Supervisor after inspection with investigation remarks
15 min CSA-Inspector e-Form 1 / Form 1Orientation
Attendance Certificate
6 Receive and log Form1 with investigation remarks and endorse to CSA.
2 min Investigation Supervisor
e-Form 1 / Form 1Orientation
Attendance Certificate
7 Update New Service Application record with result of investigation.
2 min CCD CSA e-Form 1 / Form 1Orientation
Attendance Certificate
END OF INTERNAL TRANSACTION After First Visit with Filled-up Electronic NSCA Form & Complete Requirements
and After Second Visit with filled-up NSCA Form & Complete Requirements
(without filled-up Electronic NSCA Form)
NEW SERVICE CONNECTION (NSC) APPLICATION
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Davao City Water District Citizen's Charter - 2016
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Process flow
Customer in-office Transaction [Second visit with Filled-up Electronic NSC Application Form and Complete Requirements and Third visit with filled-up
NSC Application Form (without Electronic NSC Application Form) ]
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE
and
COUNTER
FEE (PhP) FORM / SLIP
1 Go Public Assistance Desk Officer (PADO) for assistance.
Inquire customer's concern, provide priority number. Direct customer to Commercial Services Department (CSD) Customer Care Division (CCD) counter and wait for turn.
30 sec
PADO
Priority number
2 Go to CCD Customer Service Assistant (CSA)
Retrieve Form 1. Access record, review delinquent accounts. Prepare and give Form 2 (Order of Payment)
5 min CCD CSA FORM 1 Form 2
3 Receive Form 2, proceed to teller and pay.
Receive Form 2 and
payment. Issue Official
Receipt (OR)
1 min Teller NSC Service fee nd delinquent accounts, if any
Form 2 Official
Receipt
4 Go back to CCD CSA counter and present OR.
Prepare Form 3 (Promissory Note) if applicable, and facilitate signing of Form 4 (Service Connection Contract)
4 min CCD CSA Form 3 (Promissory Note) Form 4 (Service Connection Contract
5 Receive original copy of Form 4 and Form 3, if applicable.
Form 4 Form 3 (if applicable)
END OF CUSTOMER IN-OFFICE TRANSACTION Second visit with Filled-up Electronic NSC Application Form and Complete
Requirements and Third visit with filled-up NSC Application Form (without
Electronic NSC Application Form)
NEW SERVICE CONNECTION (NSC) APPLICATION
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Davao City Water District Citizen's Charter - 2016
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Process flow
Internal Transaction After Second visit with Filled-up Electronic NSC Application Form and Complete Requirements and Third visit with filled-up NSC
Application Form (without Electronic NSC Application Form)
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP) FORM / SLIP
1 Post New Service Connection service fee.
1 min CCD CSA 1 e-Form 1 / Form 1 (with attachments)
2 Arrange documents; sort all applications per service area.
2 min CCD CSA 1 e-Form 1 / Form 1 (with attachments)
3 Prepare Store Requisition Slip (SRS) for withdrawal of materials and attach to New Service Connection Application Form (e- Form 1/ Form 1). Forward documents to Customer Care Division Manager (CCDM) for recommending approval.
30 min CCD CSA 2 e-Form 1 / Form 1 (with attachments) SRS
4 Check documents and sign. Forward documents to Commercial Services Department Manager
(CSDM).
2 min CCDM e-Form 1 / Form 1 (with attachments) SRS
5 Check documents and approve for installation. Return documents to CSA.
2 min CSDM e-Form 1 / Form 1 (with attachments)
SRS
6 Endorse e- Form 1 / Form 1, SRS to CSD Water Maintenance Foreman / leadman.
1 min CCD CSA 1 e-Form 1 / Form 1 (with attachments) SRS
7 Receive e- Form 1 / Form 1 and endorse SRS to Storekeeper for withdrawal of materials.
1 min CSA Foreman e-Form 1 / Form 1 (with attachments)
SRS
8 Receive e- Form 1 / Form 1 and SRS. Process request, issue materials, return Form 1 and give 1 copy of processed SRS.
15 min Storekeeper e-Form 1 / Form 1 (with attachments SRS
9 Receive materials, SRS copy and e- Form 1 / Form 1.
2 min CSD Installation Crew
SRS e-Form 1 /Form 1 (with attachments)
NEW SERVICE CONNECTION (NSC) APPLICATION
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Davao City Water District Citizen's Charter - 2016
Page | 16
Process flow
continuation of . . .
Internal Transaction After Second visit with Filled-up Electronic NSC Application Form and Complete Requirements and Third visit with filled-up NSC
Application Form (without Electronic NSC Application Form)
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP) FORM / SLIP
10 Go to site, and install water meter. Inform customer that water service is already available.
Tee - 10 min Primary 2 to
5 hours
CSD Installation
Crew
e-Form 1 / Form 1(with attachments)
11 Return accomplished e-Form 1 / Form 1 and Accomplishment Report to CSA
1 min CSD Installation
Crew
e-Form 1 / Form 1 (with attachments) Accomplishment Report
12 Receive accomplished copy of e-Form 1 / Form 1 and Accomplishment Report
1 min CCD CSA e-Form 1 / Form 1 (with attachments) Accomplishment Report
13 Update New Service Application record. Assign Zone and Book number. Generate account number.
2 min CCD CSA e-Form 1 / Form 1 (with attachments)
14 Prepare list of installed NSC with duplicate copy of GIS map and submit to ICTD (with indicated meter site)
20 min per batch
CCD CSA e-Form 1 / Form 1 (with attachments)
15 Receive documents for tagging of accounts to GIS
1 min ICTD Staff e-Form 1 / Form 1 (with attachments)
16 Scan documents and file 4 min per NSCA
CCD CSA e-Form 1 / Form 1 (with attachments)
END OF INTERNAL TRANSACTION After Second visit with Filled-up Electronic NSC Application Form and Complete
Requirements and Third visit with filled-up NSC Application Form (without
Electronic NSC Application Form)
NEW SERVICE CONNECTION (NSC) APPLICATION
Notes :
1) This work standard excludes those applications requiring permits from other agencies (e.g. DPWH, CEO, etc.), Which processing may take longer.
2) Validity of New Service Connection (NSC) application form (e -Form 1 or Form 1) is 1 year. 3) Validity of orientation attendance certificate is 1 year.
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Davao City Water District Citizen's Charter - 2016
Page | 17
VII.
General Public of Davao City within the service areas of DCWD
DCWD water bill
BIR Form 2307 - Tax Withheld Certificate (if applicable)
Bajada Office Monday to Friday 7:30 AM to 5:00PM
Matina Office Monday to Friday 7:30 AM to 5:00PM
Toril Office Monday to Friday 7:30 AM to 5:00PM
Victoria Plaza, Felcris Centrale and SM
Lanang Premier collection centers
Monday to Sunday 10:00
AM to 7:00PM
Schedule of Availability of Service (no noon break): Phone-in (Monday to Sunday 24 hour operation):
Contact 297-DCWD (3293)
09277988966 (Globe)
09084410653 (Smart)
09255113293 (Sun)
Website : www.davao-water.gov.ph
E-mail : [email protected]
WHO MAY AVAIL OF THE SERVICE :
REQUIREMENTS :
WHERE TO PAY WATER BILLS
Customer in-Office (no noon break)
Special Collection Centers Monthly: (During last day of the payment due date of scheduled zone) 8:00 AM to 3:00 PM
Talomo Barangay Hal Mintal Barangay Hall
Calinan Barangay Hall
Internet Banking: Land Bank of the Philippines (www.lbpiaccess.com)
Over-the-Counter Payment thru Accredited Bank : Development Bank of the Philippines
2. PAYMENT OF WATER BILL
http://www.davao-water.gov.ph/mailto:[email protected]
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Davao City Water District Citizen's Charter - 2016
Page | 18
a) Bajada, Matina, Toril and Victoria Plaza Offices:
Customer with or without regular bill paying full or partial Go to PADO, then proceed to teller and give water bill (if any) and payment.
Customer with or without disconnection notice paying full arrears Go to PADO, then proceed to teller and give water bill (if any) and payment.
Customer with or without water disconnection notice paying partial arrears Go to PADO for priority number, proceed to Commercial Services Department (CSD) Customer
Assistance Counter and ask for Form 2 (Order of Payment). Then, go to teller and pay.
Customer with BIR Form 2307 Tax Withheld Certificate Go to Public Assistance Desk Officer (PADO) for priority number, proceed to CSD Billing and Accounts
Counter/CSD Counter for evaluation of water bills computation. Then, go to teller and give water bill,
Form 2, four copies of tax certificate (BIR Form 2307)
b) Special Collection Centers:
Customer with or without regular bill paying full or partial Go to teller, give water bill or account details and payment.
Customer with or without disconnection notice paying full arrears Go to teller, give water bill or account details and payment.
Customer without regular / disconnection notice paying multiple accounts Go to teller, give details per account and payment.
Customer with or without disconnection notice paying partial arrears Go to Public Assistance Desk Officer (PADO) for assistance. PADO calls Commercial Services
Department concerned staff for approval of customers partial arrears payment amount. Then, go teller,
give water bill or account details and payment.
Customer with BIR Form 2307 Tax Withheld Certificate Go to teller, give water bill, and four copies of tax certificate (BIR Form 2307).
With or without bill paying full or partial 1 min 30 sec
With or without disconnection notice paying full arrears 1 min 30 sec
With or without disconnection notice paying partial arrears - 6min 30 min
With Franchise Tax (BIR Form 2307) - - - Customer in-Office - 5 min 30 sec
Internal Flow - 30 min
HOW TO AVAIL OF THE SERVICE :
DURATION OF TRANSACTION PER BILL :
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Davao City Water District Citizen's Charter - 2016
Page | 19
Process flow
How to Avail of the Service:
Customer In-Office Transaction 1) Customer with or without Regular Bill Paying Full or Partial
2) Customer with or without Disconnection Notice paying Full arrears
STEP CUSTOMER SERVICE PROVIDER
DURATIO
N OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP) FORM / SLIP
1 Go to PADO for assistance.
Inquire customer's concern and direct customer to teller
30 sec PADO Priority number
2 Go to teller; give water bill if available and payment. If no bill give details of account and payment
Accept payment and issue Official Receipt (OR)
1 min Teller Amount to be paid
OR
3 Receive and check official receipt and count loose change, if any
OR
END OF CUSTOMER IN-OFFICE TRANSACTION 1) Customer with or without Regular Bill Paying Full or Partial
2) Customer with or without Disconnection Notice paying Full arrears
PAYMENT OF WATER BILL
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Davao City Water District Citizen's Charter - 2016
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Process flow
Customer In-Office Transaction - (with or without disconnection notice paying partial arrears)
STEP CUSTOMER SERVICE PROVIDER DURATIO
N OF
ACTIVITY
PERSON-IN-CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Go to Public Assistance Desk Officer (PADO) for assistance
Inquire customer's concern, give priority number. Direct Customer Care Division (CCD) and wait for turn
30 sec Public Assistance Desk Officer (PADO)
Priority
number
2 Go to CSD Customer Service Assistant (CSA) ask for Form 2 (Order of Payment)
Verify customer record; issue Form 2
4 min CCD CSA
Amount to be paid
Form 2
3 Go to teller, give Form 2 and payment
Accept Form 2 and payment, issue official receipt, attach Form 2 to file copy of Official Receipt (OR)
2 min Teller Amount to be paid
Form 2 OR
4 Receive and check official receipt and count loose change, if any
OR
END OF TRANSACTION Customer In-Office - (with or without disconnection notice paying partial arrears)
PAYMENT OF WATER BILL
For Special Collection Centers:
Customer without regular / disconnection water bill, paying multiple accounts, go to teller, give water bill
or account details and payment.
Customer with or without disconnection bill paying partial arrears, go to Public Assistance Desk Officer
(PADO) for assistance. PADO calls Commercial Services Department concerned staff for approval of customers
partial payment amount. Then, go teller, give water bill or account details and payment.
Notes :
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Davao City Water District Citizen's Charter - 2016
Page | 21
Process flow
Customer In-Office Transaction - with Franchise Tax (BIR Form 2307)
STEP CUSTOMER SERVICE PROVIDER
DURATIO
N OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Go to Public Assistance Desk Officer (PADO) for assistance
Inquire customer's concern, provide priority number. Direct customer to CSD Billing and Accounts Division (BAD) and wait for turn
30 sec
PADO Priority number
2 Go to BAD CSD, present documents, and ask for Form 2 (Order of Payment.
Verify TIN enrollment for Franchise Tax credit in the database. Check the filled-in data in BIR Form 2307. Issue Order of Payment then advise customer to proceed to teller
3 min
BAD CSA
Water Bill BIR Form 2307 Form2
3 Go to Teller and give Form 2, and payment
Accept payment, retain 3
original copies of BIR Form
2307. For customer's copy,
stamp "Received", print
name and sign. Issue Official
Receipt and give customer
copy of BIR Form 2307.
2 min Teller Amount to be paid
Water Bill Form2 OR
BIR Form
2307
4 Receive and check copy of BIR Form 2307, Official Receipt, and count loose change, if any
BIR Form
2307
OR
END OF TRANSACTION Customer in-office Transaction - with Franchise Tax (BIR Form 2307)
PAYMENT OF WATER BILL
For Special Collection Centers:
Customer with Franchise Tax (BIR Form 2307), go to teller, give water bill, and four copies of tax certificate (BIR
Form 2307).
Notes :
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 22
Process flow
Internal Flow of Transaction - with Franchise Tax (BIR Form 2307)
STEP CUSTOMER SERVICE PROVIDER
DURATIO
N OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Generate Daily Franchise Tax Report and forward two copies of BIR Form 2307 to CSA-3
1 min Teller Batch slip BIR Form 2307
2 Consolidate Daily Franchise Tax Report and reconcile it with the Monthly Summary.
7 min
Billing and Accounts (BAD) CSA
Batch slip BIR Form 2307 BAM
3 Sort all accounts in the list by
payors name & BIR Form 2307
alphabetically and print monthly
Alphalist of Franchise Tax Credit
Report
3 min BAD CSA
Batch slip BIR Form 2307 BAM
4 Review & validate Monthly Alphalist Report and affix signature
2 min BAD Supervisor
BIR Form
2307 BAM
5 Validate and Approve Monthly Alphalist Report and affix signature
2 min BADM CSDM
Report
6 Forward to Accounting Department for processing
ICTD Div and Department Managers
Report
7 Process and File to BIR 15 min ABD Report
8 Forward to Finance and Property Department for payment
Report
END OF INTERNAL FLOW OF TRANSACTION
with Franchise Tax (BIR Form 2307)
PAYMENT OF WATER BILL
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 23
VVIIIIII..
All DCWD Customers
1) Attendance to Orientation FOR CHANGE OF ACCOUNT NAME
Bajada office Monday to Friday at 10:00 AM and at 3:00 PM
Matina office Tuesday and Thursday at 10:00 AM and at 3:00 PM
2) Valid Identification [see page 5; no. 1 (a/b)]
3) Proof of ownership , if applicable
4) Settlement of Outstanding Balance / Arrears , if there is any
Schedule of Availability of Service (no noon break): Phone-in (Monday to Sunday 24 hour operation):
Contact 297-DCWD (3293) 09084410653 (Smart)
09277988966 (Globe) 09255113293 (Sun)
Website : www.davao-water.gov.ph
May Chat Live with DCWD Agent 24/7
E-mail : [email protected]
DCWD Facebook Page: www.facebook.com/davaowater
Customer in-Office (no noon break)
Bajada Office Monday to Friday - 7:30 AM to 5:00 PM
Matina Office Monday to Friday - 7:30 AM to 5:00 PM
Toril Office Monday to Friday - 8:00 AM to 5:00 PM
Victoria Plaza Collection Center Monday to Sunday - 10:00 AM to 7:00 PM
WHO MAY AVAIL OF THE SERVICE :
REQUIREMENTS :
FEES AND CHARGES :
Change of Account Name - Php 300.00 Repositioning of Meter - Php 600.00
3. CUSTOMER SERVICES
Replacement of Stolen Meter current cost of water meter
http://www.davao-water.gov.ph/mailto:[email protected]://www.facebook.com/davaowater
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 24
For inquiry, contact 297-DCWD (3293), 09277988966 (Globe), 09084410653 (Smart),
09255113293 (Sun) or go to Public Assistance Desk Officer (PADO) for assistance, then
proceed to Commercial Services Department (CSD).
For water quality analysis inquiry, contact 2215132.
Phone-in Transaction
TRANSACTION
(Report / Complaint / Query / Request)
ACTION AND DURATION
Phone-in
Arrangement/Elevation of Water meter Billing Details Delivery of Water Bills High Water Consumption No Water / Low Pressure Replacement of Defective Water Meter Replacement of Stolen Water Meter Special Reading of Water Consumption Status of New Service Connection Transmission, Distribution, Service Line Leak
Repair
Water Quality Analysis
Provide feedback upon inquiry within 3
minutes
HOW TO AVAIL OF THE SERVICE :
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 25
Customer In-Office Transaction
TRANSACTION
(Report / Complaint /Query / Request)
ACTION AND DURATION
Arrangement / Elevation of Water Meter Arrange / Elevate meter within 3
working days after request
Billing Details Provide feedback upon inquiry within 3 minutes
Change of Account Name Account name is changed within 24
hours after contract signing
Disconnection of Water Service
Advise settlement of account before
disconnection of water service;
Disconnect within 3 working days
High Water Consumption Investigation Provide feedback within 3 working days
after report
No Water / Low Pressure Provide feedback upon inquiry or within
24 hours after report
Replacement of Stolen Water Meter Replace the meter within 24 hours after
completion of requirements
Replacement of Defective Meter Replace the meter within 24 hours after
completion of requirements
Repositioning of Water Meter Reposition the meter within 2 working
days after payment of repositioning fee
Senior Citizen Discount Privilege
Registered within 24 hours after
submission of requirements
Special Reading of Water Consumption Provide feedback upon inquiry or within
2 working days after request
Transmission, Distribution, Service Line Leak
Repair
Repair within 11 hours
Water Quality Analysis
Provide laboratory result
o Physical & Chemical analysis 1 working day from receipt of water
sample
o Microbiological analysis- 2 working days from receipt of water sample
Release test result within 7 working
days after receipt of water sample
(Pipeline Flushing within 1 - 11 hours after
report)
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 26
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS
How to avail of the service
PHONE-IN Report / Complaint / Query / Request on:
Status of New Service Connection Application; Billing Details; Delivery of Water Bills; High Water Consumption Investigation; No Water / Low Pressure; Special Reading of Water Consumption; Arrangement / Elevation of Water Meter; Replacement of Water Meter (Defective and Stolen Water Meter); Transmission, Distribution, Service Line Leak Repair; and Water Quality Analysis
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM
/ SLIP
1 Call any of DCWD hotline numbers:
297-3293 (DCWD) 09277988966(Globe) 09084410653 (Smart) 09255113293 (Sun) 2215132 (For water quality analysis only)
Receive, discuss, and encode in the database customer's name, contact and account details, and concern(s). Browse database. Provide answer to customer if concern can be answered outright or inform customer that concern shall be processed and give feedback within 24 hours. Prepare Job Management System Maintenance Order (JMS MO).
within 3 mins CIU (Central Information Unit)
END OF CUSTOMER PHONE-IN TRANSACTION
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 27
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS
LETTER / EMAIL- Report / Complaint / Query / Request on:
Billing Details
Delivery of Water Bills
High Water Consumption Investigation
No Water / Low Pressure
Special Reading of Water Consumption
Arrangement / Elevation of Water Meter
Replacement of Water Meter (Defective and Stolen Water Meter)
Transmission, Distribution, Service Line Leak Repair
Water Quality Analysis
STEP CUSTOMER SERVICE PROVIDER
DURATIO
N OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Customer sends communication
Receive letter / browse email and forward to concerned department
1 min Receiving department
2 Receive letter / print email and act
2 min Concerned department
END OF LETTER / EMAIL TRANSACTION
Note :
Follow corresponding internal flow of transaction of service availed.
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 28
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS --11
Customer In-Office Transaction
STEP CUSTOMER SERVICE PROVIDER
DURATIO
N OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Go to Public Assistance Desk Officer (PADO) for assistance.
Inquire customers concern, provide priority number. Direct customer to CSD - CCD and wait for turn.
30 sec
PADO Priority Number
2 Go to CCD Customer Service Assistant (CSA).
Receive, discuss and encode customers name, contact details and concern(s). Evaluate request, prepare and print Job Management System Maintenance Order (JMS MO). Let customer sign the JMS MO. Give one
copy of JMS MO.
4 min CCD CSA
JMS MO
3 Sign JMS MO and receive one copy.
JMS MO
END OF CUSTOMER IN- OFFICE TRANSACTION
ARRANGEMENT / ELEVATION OF WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 29
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 11
Internal Flow of Transaction
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 4:00PM of Day 1 (from Customer In- Office Transaction) Receive letter / email. Prepare, print list of Job Management System Maintenance Order (JMS MO) control numbers by batch and forward to Pipes and Appurtenances Maintenance Department (PAMD) office Staff
5 mins / batch
CCD CSA JMS MO
2 8:00AM of Day 2 Receive JMS MO, get JMS MO control numbers, generate GIS map per account. Forward to PAMD supervisor.
3 min
PAMD Office Staff JMS MO
3 Dispatch to caretaker. 2 min PAMD Supervisor
4 Day 3 (1-2 days depending on workload; leak repairs are prioritized) Execute arrange / elevate meter
30 min / meter
PAMD Caretaker
5 Prepare accomplishment report and submit to PAMD office staff
5 min / account
PAMD Caretaker
END OF INTERNAL FLOW OF TRANSACTION
ARRANGEMENT / ELEVATION OF WATER METER
Notes :
Water meter will be arranged / elevated within 3 working days after customer in-office transaction.
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 30
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 22
Customer In-Office Transaction
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Go to Public Assistance Desk Officer (PADO) for assistance
Inquire customer's concern, give priority number. Direct customer to CSD - CCD and wait for turn
30 sec PADO Priority number
2 Go to CSD Customer Service Attendant (CSA)
Receive, discuss, and encode in the database customers name, contact details and concern(s). Provide answer to customer. Print and let customer sign the Job Management System Maintenance Order (JMS MO) and give one copy
4 min CSA
JMS MO
3 Sign JMS MO and receive one copy
CSA JMS MO
END OF CUSTOMER IN-OFFICE TRANSACTION BILLING DETAILS INQUIRY
BILLING DETAILS
Notes :
For manual procedure, all pending customer in-office report / complaint / query / request received by Commercial
Services Department (CSD) Customer Service Attendant (CSA) should be endorsed to CIU and Radio Room after 5:00
PM; Customer Assistance CSA must retrieve the same from the CIU and Radio Room not later than 7:30 AM the
following working day.
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 31
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 33
Customer In-Office Transaction
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE
and
COUNTER
FEE (PhP) FORM / SLIP
1 Go to Public Assistance Desk Officer (PADO) for assistance.
Inquire customer's concern, give priority number. Direct customer to Commercial Services Department (CSD)-BAD counter and wait for turn.
30 sec PADO Priority number
2 Go to BAD CSA Customer Service Assistant (CSA)
Receive and check requirements. Require customer to execute Affidavit, if necessary. Issue Orientation Attendance Slip. Update database.
10 min BAD CSA Orientation Attendance Slip
3 Receive Orientation Attendance Slip. Attend orientation, submit duly filled-up Orientation Attendance Slip, photocopy of one valid ID to Orientation Facilitator
Facilitate orientation.
Give Orientation
Attendance Certificate.
1 hr Orientation Facilitator
Orientation Attendance Slip Orientation Attendance Certificate
4 Receive Attendance Certificate. Go back to BAD CSA
Receive and check
Certificate. Issue Order of
Payment (Form 2) for
Change of Account Name
Service Fee
3 min BAD CSA Orientation Attendance Certificate Form 2
5 Go to teller and pay Receive Form 2 and payment. Issue Official Receipt (OR)
1 min Teller Php300 (subject to Change)
Form 2 OR
6 Receive OR and present to BAD CSA
Check OR. Prepare
Service Connection
Contract (Form 4). Inform
customer that account
name shall be changed
within 24 hours
5 min BAD CSA Form 4
7 Sign contract and receive one copy
CHANGE OF ACCOUNT NAME
END OF CUSTOMER IN-OFFICE TRANSACTION
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 32
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 33
Internal Flow of Transaction
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Prepare Master file Change Request (MCR) and attach to contract. Forward to Supervising Utilities / Customer Service Officer (SUCSO) - Accounts Supervisor
5 min BAD CSA MCR
2 Receive, check, approve MCR. Return to BAD CSA
2 min SUCSO - Accounts Supervisor
MCR
3 Update database. Generate summary of Change of account name daily requests. Close transaction. File.
7 min BAD CSA MCR
END OF INTERNAL FLOW
CHANGE OF ACCOUNT NAME
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 33
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 44
First Visit - Customer In-Office Transaction
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Go to Public Assistance Desk Officer (PADO) for assistance.
Inquire customer's concern, give priority number. Direct to Commercial Services Department (CSD)-CCD and wait for turn.
30 sec PADO Priority number
2 Go to CSD Customer Service Assistant (CSA). Submit requirements.
Receive, discuss and encode in the database customer's name and concern(s). Inform customer the duration of disconnection:
If no beneficial user - 3 working days
If with beneficial user - within 10 working days. Receive requirements, compute outstanding balance. Print and give Order of Payment (Form 2). Advise customer to go to teller and pay, return with the OR.
10 min
CCD CSA
Form 2
3 Go to teller, give Form 2 and pay.
Receive Form 2 and payment. Give Official Receipt (OR).
1 min Teller Form 2 OR
4 Receive OR, go back to CCD CSA and present OR. Sign JMS MO and receive one copy
Check OR and update database. Print Job Management System Maintenance Order (JMS MO), let customer sign and give one copy. Advise customer to contact office to verify marginal bill and settle after disconnection.
5 min CSA OR JMS MO
END OF FIRST VISIT CUSTOMER IN- OFFICE TRANSACTION
DISCONNECTION OF WATER SERVICE
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 34
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 44
Second Visit - Customer In-Office Transaction (Payment of Marginal Bill)
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE (PhP)
FORM / SLIP
1 Go to teller. Give account name and payment.
Accept payment, encode name and issue Official Receipt (OR).
1 min Teller OR
2 Go to Commercial Services Department (CSD) Secretary.
Attend to customer. Check OR. Prepare and print Certification of Full Payment. Forward to Commercial Services Department Manager (CSDM) /Customer Care Division Manager (CCDM) for signature.
5 min CSD Secretary OR Certificate of
Full Payment
3 Release certification. File receipt copy.
1 min CSD Secretary Certificate of Full Payment
4 Receive certification.
Certificate of Full Payment
END OF SECOND VISIT CUSTOMER IN-OFFICE TRANSACTION
DISCONNECTION OF WATER SERVICE
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 35
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 44
Internal Flow of Transaction (With Beneficial User)
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Forward JMS MO to Disconnection CSA
1 min CSA JMS MO
2 Receive JMS MO, browse database and update file. Record in logbook. Dispatch all requests of the day the next working day.
3 min Disconnection Office staff / CSA
JMS MO
3 Receive JMS MO. Go to site. If with beneficial user, HOLD disconnection. Get name of beneficial user, accomplish JMS MO and let customer sign. Return accomplished JMS MO to Disconnection Office staff / CSA
15 min Disconnection Crew
JMS MO
4 Receive, record accomplished JMS MO. Update database. Forward photocopy of JMS MO to Customer Care Division (CCD) Secretary.
3 min Disconnection Office staff / CSA
JMS MO
5 Prepare and print a letter. Forward letter to CSD Manager for initial
5 min CCD Secretary JMS MO
Letter
6 Browse/Read and sign letter. 1 min CC DM Letter
7 Forward letter to CSD Secretary 1 min CCD Secretary Letter
8 Receive letter and give to CSD DM 1 min CSD Secretary Letter
9 Browse/Read and sign letter. 1 min CSD DM Letter
10 Dispatch letter 1 min CSD Secretary Letter
11 Receive letter. Record details. Dispatch to assigned crew.
1 min Disconnection Office staff / CSA
Letter
DISCONNECTION OF WATER SERVICE
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 36
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 44
continuation of . . .
Internal Flow of Transaction (With Beneficial User)
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
12 Receive and deliver letter and let the customer acknowledge receipt. Update record. Return copy file to CSD Secretary
5 min Designated Messenger
Letter
13 Receive copy and give photocopy of letter to Disconnection CSA.
1 min CSD Secretary Letter
14 Receive photocopy. Monitor. If no reply from the customer after 10 working days. Dispatch JMS MO to crew to effect disconnection.
10 calendar days
1 min
Disconnection Office staff / CSA
Letter
15 Receive JMS MO. Go to site, execute disconnection. Record latest registered consumption. Return accomplished JMS MO to Disconnection CSA.
15 min CSD Secretary JMS-MO
16 Receive completed JMS MO, update database, close transaction. Record to logbook and forward to ICTD.
3 min Disconnection Office staff / CSA
JMS-MO
17 Receive accomplished JMS MO, update customer masterfile. Return JMS MO to Disconnection CSA.
2 min ICTD JMS-MO
18 Receive and count accomplished JMS MO. Check customer record (database). File
5 mins/batch of 10 accounts
Disconnection Office staff / CSA
JMS-MO
END OF INTERNAL FLOW OF TRANSACTION (WITH BENEFICIAL USER)
DISCONNECTION OF WATER SERVICE
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 37
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 44
Internal Flow of Transaction (With NO Beneficial User)
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Forward Job Management System Maintenance Order (JMS MO) to Disconnection CSA
1 min
CSA JMS MO
2 Receive JMS MO, browse database and update file. Record in logbook. Dispatch all requests of the day the next working day.
3 min Disconnection CSA
JMS MO
3 Receive JMS MO. Go to site, execute disconnection. Record latest registered consumption and return document to Disconnection CSA
15 min Disconnection Crew
JMS MO
4 Receive accomplished JMS MO, update database, close transaction. Record to logbook and forward to ICTD
3 min Disconnection CSA
JMS MO
5 Receive accomplished JMS MO and update customer master file. Return JMS MO to Disconnection Office Staff/ CSA.
2 min ICTD Staff JMS MO
6 Receive and count accomplished JMS MO. Check customer record (database). File.
5 min / batch of 10
accounts
Disconnection CSA
JMS MO
END OF INTERNAL FLOW OF TRANSACTION (WITH NO BENEFICIAL USER)
DISCONNECTION OF WATER SERVICE
Disconnection Office-based Customer Service Attendant (CSA) must monitor and wait for ten (10) calendar days from delivery of letter
to beneficial user / occupant before effecting the disconnection of water service.
Notes :
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 38
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 55
Customer In-Office Transaction
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Go to Public Assistance Desk Officer (PADO) for assistance
Inquire customer's concern, give priority number. Direct customer to Commercial Services Department (CSD) CCD counter and wait for turn
30 sec PADO
Priority number
2 Go to CSD Customer Service Attendant (CSA)
Receive, discuss and encode in the database customers name, contact details and concern(s). Provide answer to customer if concern can be answered outright. If not, the customers concern will be processed and give feedback within 3 working days. Prepare and print Job Management System Maintenance Order (JMS MO). Let customer sign the JMS MO and give one copy.
5 min CSD CSA
4 Sign JMS MO and receive one copy.
JMS MO
END OF CUSTOMER IN-OFFICE TRANSACTION
HIGH WATER CONSUMPTION INVESTIGATION
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 39
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 55
Internal Flow of Phone-in and Customer In-Office Transaction
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Receive / Print JMS MO, GIS map and billing transaction record. Attach to Investigators Field Report Form. Forward to Investigation Supervisor.
1 min High Consumption staff / CSA
JMS MO GIS map BTR IFR Form
2 Receive, assign and turnover JMS MO and attachments to CSA-Investigator.
1 min SUCSO Investigation Supervisor
JMS MO GIS map BTR IFR Form
3 Investigate on site. Accomplish JMS MO, Investigator's Field Report form and return to Investigation Supervisor
15 min CSA - Investigator
JMS MO GIS map BTR IFR Form
4 Receive; log accomplished JMS MO and forward to High Consumption Staff / CSA
1 min SUCSO-Investigation Supervisor
JMS MO GIS map BTR IFR Form
5 Receive and update database
1 min High Consumption staff /CSA
JMS MO GIS map BTR FR Form
6 Browse database and feedback customer of the result within 3 working days.
3 min CIU staff
END OF INTERNAL FLOW OF PHONE-IN AND
CUSTOMER IN-OFFICE TRANSACTION
HIGH WATER CONSUMPTION INVESTIGATION
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 40
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 55
Letter- request / complaint
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Go to PADO for assistance.
Inquire customer's concern, give priority number. Direct customer to CSD Secretary
30 sec PADO Priority Number
2 Go to CSD Secretary. Submit letter-report/compliant.
Receive letter.
30 sec CSD Secretary Letter
END OF LETTER- REQUEST / COMPLAINT
HIGH WATER CONSUMPTION INVESTIGATION
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 41
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 55
INTERNAL FLOW - letter request/complaint
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP) FORM / SLIP
1 Scan, record letter and give to CSD Manager
4 min CSD secretary Letter
2 Read letter, endorse to Customer Care (CC) Division Manager.
1 min CSD Manager Letter
3 Forward letter to Customer Care Division Secretary.
1 min CSD Secretary Letter
4 Receive, record, give letter to CC Division Manager.
1 min CCD Secretary Letter
5 Evaluate letter. Endorse to Investigation Supervisor thru CCD Secretary
1 min CCD Manager Letter
6 Forward letter to Investigation Supervisor
1 min CCD Secretary Letter
7 Endorse to CSA/Hi-Con staff for preparation of JMS-MO
1 min SUCSO Letter
8 Receive letter, load, print JMS MO, GIS map and billing transaction record. Attach to Investigators Field Report Form. Forward to Investigation Supervisor.
1 min CSA Letter JMS-MO & GIS Map Investigators Field Report Form
9 Receive, assign and turnover JMS MO and attachments to CSA-Investigator.
1 min SUCSO Letter JMS-MO & GIS Map Investigators Field Report Form
10 Investigate on site. Accomplish JMS MO, Investigators Field Report form and return to Investigation Supervisor
15 min CSA Investigator
JMS-MO & GIS Map Investigators Field Report Form
11 Receive, log accomplished JMS MO and forward to CSA.
1 min SUCSO JMS-MO & GIS Map Investigators Field Report Form
12 Receive and update database. 1 min CSA JMS-MO
13 Browse database and feedback customer of the result within 3 working days.
3 min CIU
HIGH WATER CONSUMPTION INVESTIGATION
END OF INTERNAL FLOW - LETTER REQUEST/COMPLAINT
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 42
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 66
Internal Flow Transaction - ( Letter / Email )
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Receive letter / email. Assign to Zone in-charge.
2 min Pipelines and Appurtenances Maintenance Department (PAMD) Manager
Letter / Print out email
2 Go to site and assess. Inform customer of findings.
Relay findings to PAMD staff for loading at JMS
Within 11 hours
Zone-in-charge Letter / Print out email
3 Receive call / text. Update JMS
2 min PAMD staff
4 Browse JMS and feedback to customer
2 min Central Information Unit (CIU)
END OF INTERNAL FLOW OF TRANSACTION
( Letter / Email )
NO WATER / LOW PRESSURE
If no water / low pressure is caused by water interruption, the Central Information Unit (CIU) staff or Customer
Service Assistant will immediately give feedback to customer upon receiving the call. No need to send the
caretaker team to investigate.
Notes :
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 43
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 66
Internal Flow of Transaction - from 7:30am-5:00pm (JMS Maintenance Order)
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Browse JMS. Print JMS MO. Forward to supervisor
2 min PAMD Staff Print JMS-MO
2 Relay to caretaker thru text or call
2 min Supervisor / in-charge
2 Receive text / call. Go to site and assess. Report findings to PAMD staff
within 11 hours
Caretaker
3 Receive text / call. Update JMS
2 min PAMD Staff
4 Browse JMS and feedback to customer
2 min Central Information Unit (CIU)
END OF INTERNAL FLOW OF TRANSACTION from 7:30am-5:00pm (JMS Maintenance Order)
Internal Flow of Transaction - from 5:00pm-7:30am and during holidays (JMS Maintenance Order)
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Browse JMS for request/complaint/report. Dispatch crew via radio
2 min Ect. Comm. Sys. Op (ECSO)
2 Go to site. Report findings to ECSO via radio
w/in 11 hours
Emergency Crew
3 Receive call. Update JMS 2 min Ect. Comm. Sys. Op (ECSO)
4 Browse JMS and feedback to customer
2 min Central Information Unit (CIU)
END OF INTERNAL FLOW OF TRANSACTION from 5:00pm - 7:30am and during holidays (JMS Maintenance Order)
NO WATER / LOW PRESSURE
If no water / low pressure is caused by water interruption, the Central Information Unit (CIU) staff will immediately
give feedback to customer upon receiving the call. No need to send the emergency crew to investigate.
Notes :
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 44
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 77
Customer In-Office Transaction
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Go to Public Assistance Desk Officer (PADO) for assistance.
Inquire customer's concern, give priority number and direct to CCD and wait for turn.
30 sec PADO Priority Number
2 Go to CCD Customer Service Assistant (CSA), report defective neter.
Discuss and evaluate customer request. Check billing details. If disconnected, follow reconnection process. If stolen meter, require a photocopy of any valid ID and authorization, if applicable.
4 min CSA JMS MO
3 Sign JMS MO and receive one copy
JMS MO
END OF CUSTOMER IN-OFFICE TRANSACTION
REPLACEMENT OF DEFECTIVE WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 45
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 77
Internal Flow of Transaction WITHIN 3 DAYS After Customer In-Office Transaction or Receipt of Letter / Email
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Forward letter / email / Job Management System Maintenance Order (JMS MO) to Investigation Staff .
1 min Investigation Supervisor
JMS MO
2 Receive letter / email / JMS MO. Print GIS map, Billing Transaction Record (BTR) and attach to Investigator's Field Report (IFR) Form. Dispatch to investigation crew.
4 min Investigation Staff / CSA
JMS MO GIS map BTR IFR Form
3 Go to site and investigate. Return accomplished JMS MO, BTR and IFR form to Investigation CSA
5 min Investigation Staff
JMS MO GIS map BTR IFR Form
4 Encode investigation findings in database. (A) If meter is defective, prepare JMS MO - Change Meter. Forward to Change -Meter staff / CSA. (B) If result is not conclusive, prepare JMS MO for on-site meter testing. Forward to Water Meter Maintenance Division (WMMD).
5 min Investigation Staff / CSA
END OF INTERNAL FLOW OF TRANSACTION WITHIN 3 DAYS After Customer In-Office Transaction or Receipt of Letter / Email
REPLACEMENT OF DEFECTIVE WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 46
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 77
Internal Flow of Transaction
(A) Water Meter is Defective
STEP
CUSTOMER
SERVICE PROVIDER
DURATION
OF ACTIVITY
PERSON-IN-CHARGE and
COUNTER
FEE
(PhP) FORM / SLIP
1
Receive / browse JMS MO, GIS map, Billing Transaction Record (BTR), if applicable. Update database. Record to logbook. Forward JMS MO to Pipelines and Appurtenances and Maintenance Department (PAMD) staff
5 min Change-meter Staff / CSA
JMS MO GIS map BTR Investigator's
Field Report (IFR) Form
2 Receive JMS MO, BT, IFR form. Check list of requests for Change Meter.
4 min PAMD Staff 1 JMS MO GIS map BTR IFR Form
3 Receive JMS MO. Re-sketch per zone. Dispatch the following day to Change Meter Unit crew.
3 min PAMD Staff 2 JMS MO GIS map BTR IFR Form
4 Go to site, change defective meter. Inform customer that meter has been changed. Accomplish JMS MO and return to PAMD staff 2.
20 min Change Meter Crew
JMS MO GIS map BTR IFR Form
5 Receive accomplished JMS MO. Update database. Return accomplished JMS MO and attachments to CSD. Copy furnish ICTD
5 min PAMD Staff 2 JMS MO
6 Receive JMS MO. Update master file on meter details
2 min ICTD Staff JMS MO
7 Receive JMS MO and file. 1 min Change-meter Staff / CSA
JMS MO
END OF INTERNAL FLOW OF TRANSACTION (A) Water Meter is Defective
REPLACEMENT OF DEFECTIVE WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 47
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 77
Internal Flow of Transaction (B) Water Meter Investigation Result is not Conclusive
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1
Browse database for on-site meter testing request. Print Job Management System Maintenance Order (JMS MO), forward to Meter Technology Unit
5 min Water Meter Maintenance Division (WMMD) Staff
JMS MO
2 Receive and endorse JMS MO to Field Testing crew.
2 min Meter Technology Unit
JMS MO
3 Go to site and conduct on-site meter test. Accomplish JMS MO, return to WMMD staff.
30 min Field Testing Unit
JMS MO
4 If meter is defective, prepare JMS MO for change of meter. If meter is not defective, update database.
3 min WMMD Staff JMS MO
END OF INTERNAL FLOW OF TRANSACTION (B) Water Meter Investigation Result is not Conclusive
REPLACEMENT OF DEFECTIVE WATER METER
After Step 4, if meter is found defective, follow steps of Internal Flow of Transaction (A) Water Meter
is Defective on page 46.
Notes :
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 48
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 88
Customer In-Office Transaction (Outright Payment or Charge to Bill)
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE
and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Go to Public Assistance Desk Officer (PADO) for assistance.
Inquire customer's concern, give priority number. Direct to CCD and wait for turn.
30 sec PADO Priority Number
2 Go to CSD Customer Service Assistant (CSA), report lost water meter
Discuss and evaluate customer request. Check billing details. If disconnected, follow reconnection process. If stolen meter, require a photocopy of any valid ID and authorization, if applicable.
4 min CCD CSA
3 Submit requirements. Sign JMS MO; receive one copy.
Receive, check requirements and update database. Print and let customer sign JMS MO. Give one copy. Compute stolen meter fee. Ask customer if will pay outright or charge to bill. (a) * if outright payment,
Print Form 2 (order of payment) and advise customer to pay at teller cost of meter.
(b) ** If charge to bill, prepare Debit Memo Request (DMR), give DMR to Supervisor & CCDivM for approval and signature
(a) 3 min - simple 4 min complex
(b) 5 min
CCD CSA JMS MO Form 2
4 (a) *(If outright payment) Go to teller and Pay
Receive payment, Form 2 and issue Official Receipt (OR). Attach Form 2 to DCWD OR copy
1 min Teller Current cost of water meter
JMS MO Form 2 R
REPLACEMENT OF STOLEN WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 49
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 88
continuation of . . .
Customer In-Office Transaction (Outright Payment or Charge to Bill)
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
4 (b) ** (If charge to bill) evaluate request and affix initials/signature to DMR
1 min NSC Supervisor & CCDivM
5 (a) *(If outright payment) Go back to CSA and present OR
*(If outright payment) , Check OR to validate. Inform customer that the installation of new water meter will be done within 24 hours.
1 min BAD CSA OR
5 (b) ** (If charge to bill) Direct customer to Billing and Accounts Division (BAD) for Promissory Note (PN) (From 3). Endorse DMR to billing division for PN.
30 sec CCD CSA
6 Go to BAD CSA Discuss. Prepare PN (Form 3). Let customer sign.
3 min BAD CSA PN Form (Form 3)
7 Sign PN and return back to BAD CSA
Receive PN ( form 3), give to SUCSO for approval and signature
30 sec Supervisor- Accounts
PN Form (Form 3)
8 Evaluate PN (Form 3) and affix signature. Return to BAD CSA
30 sec Supervisor- Accounts
PN Form (Form 3)
9 Give one copy of approved PN (Form 3) to customer
30 sec BAD CSA PN Form (Form 3)
10 Receive copy of PN (Form 3)
PN Form (Form 3)
END OF CUSTOMER IN- OFFICE TRANSACTION (Outright Payment or Charge to Bill)
REPLACEMENT OF STOLEN WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 50
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 88
Internal Flow of Transaction (Outright Payment or Charge to Bill)
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP) FORM / SLIP
1 Assign control number to the DM, log and forward copy to ICTD
1 min BAD CSA JMS MO MCR, if
necessary DMR
2 Load charges to database 1 min ICTD STAFF
3 Prepare Store Requisition Slip (SRS) for replacement of stolen water meter. Forward SRS to Customer Care Division Manager (CCDM) and Commercial Services Department Manager (CSDM) for approval & signature
3 min CSA JMS MO SRS MCR, if
necessary DMR
4 Approve SRS. Return SRS to SM in-charge
2 min CCDM & CSDM
JMS MO SRS MCR, if
necessary DMR
5 Update database, forward Job Management System Maintenance Order (JMS MO) and SRS to CSD Water Maintenance Foreman.
2 min CSA JMS MO SRS MCR, if
necessary DMR
6 Receive JMS MO and SRS. Present JMS MO and give SRS to storekeeper to withdraw materials.
2 min Foreman/Re-installation Crew
JMS MO SRS MCR, if
necessary DMR
7 Receive JMS MO and SRS. Process SRS and issue materials. Return JMS MO and give one copy of processed SRS.
5 min Storekeeper JMS MO SRS MCR, if
necessary DMR
8 Receive materials, JMS MO and SRS copy
1 min CSD Water Maintenance Foreman
JMS MO SRS MCR, if
necessary DMR
REPLACEMENT OF STOLEN WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 51
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 88
continuation of . . .
Internal Flow of Transaction (Outright Payment or Charge to Bill)
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
9 Go to site. Install new meter and inform customer that water meter has been installed. After installation, submit accomplished JMS MO and SRS to CSA
10 min CD Water Maintenance Foreman
JMS MO SRS MCR, if
necessary DMR
10 Receive accomplished JMS MO. Update database and endorse to Information and Communications Technology Department (ICTD)
10 min CCD CSA JMS MO SRS MCR, if
necessary DMR
11 Receive DM request from CSA Stolen Meter in-charge. Prepare Debit Memo (DM) and Credit Memo (CM). Assign control number. Forward documents to Supervising Utilities/Customer Services Officer (SUCSO) Billing Supervisor.
1 min BAD CSA JMS MO MCR, if
necessary DMR
12 Check and counter sign Debit Memo (DM). Forward documents to Accounts and Billing Division Manager (ABDM).
1 min SUCSO Billing Supervisor
JMS MO MCR, if
necessary DMR
13 Approve DM. Forward documents to ICTD for loading.
ABDM DMR
END OF INTERNAL FLOW OF TRANSACTION (Outright Payment or Charge to Bill)
REPLACEMENT OF STOLEN WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 52
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 99
First Visit - Customer In-office Transaction -
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Go to Public Assistance Desk Officer (PADO) for assistance.
Inquire customer's concern, give priority number. Direct to CCD and wait for turn.
30 sec PADO Priority Number
2 Go to CCD Customer Service Assistant (CSA), and request for repositioning of meter.
Receive documents, Evaluate, encode remark(s) in the Job Management System (JMS), print JMS MO and let customer sign the JMS MO. Endorse to Repositioning of Meter in-charge / CCD CSA. Advise customer that site inspection will be done within 3 days.
4 min CCD CSA JMS-MO
3 Sign JMS MO and receive one copy
JMS-MO
END OF FIRST VISIT Customer in-office Transaction
REPOSITIONING OF WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 53
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 99
Internal Flow of Transaction - After First Visit Customer In-office Transaction
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Check/validate and update database 1 min CCD CSA
2 Print Geographic Information System (GIS) map, Job Management System Maintenance Order (JMS MO), and give to Investigation Supervisor
1min CCD CSA GIS Map JMS-MO
3 Receive JMS MO with GIS map check and approve. Assign inspector and give JMS MO
1 min SUCSO GIS Map JMS-MO
4 Receive JMS MO, conduct inspection . Note down investigation result in the accomplished form and return to Investigation Supervisor.
15 min CSA Investigator
GIS Map JMS-MO
5 Receive JMS MO. Forward to CCD - CSA
2 min SUCSO GIS Map JMS-MO
6 Receive and file accomplished JMS MO. Update database.
2 min CSD CSA GIS Map JMS-MO
7 Inform customer to pay 3 min CSD CSA
END OF INTERNAL FLOW OF TRANSACTION After First Visit Customer In-office Transaction
REPOSITIONING OF WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 54
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS 99
Second Visit - Customer In-office Transaction
STEP CUSTOMER SERVICE PROVIDER
DURATION
OF
ACTIVITY
PERSON-IN-
CHARGE
and
COUNTER
FEE (PhP) FORM /
SLIP
1 Go to Public Assistance Desk Officer (PADO) for assistance.
Inquire customer's concern, give priority number, direct to CCD. Give priority number and wait for turn.
30 sec PADO Priority Number
2 Go to CCD - CSA and verify request for repositioning of meter
Retrieve JMS MO. Prepare Order of Payment (Form 2) and give to customer. Direct customer to teller for payment and to go back to CSA with the Official Receipt (OR).
2 min CCD CSA JMS-MO Form 2
3 Go to teller, present Form 2 and pay
Accept payment. Issue Official Receipt. Attach Form2 to DCWD official receipt form.
1 min Teller Current Repositioning fee
Form 2 OR
4 Go back to CSA and present OR
Record payment details to JMS MO and advise customer that repositioning of water meter will be done within two working days
1 min CCD CSA
END OF SECOND VISIT Customer in-office Transaction
REPOSITIONING OF WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 55
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 99
Internal Flow of Transaction - After Second Visit Customer In-office Transaction
STEP CUSTOMER SERVICE PROVIDER DURATION
OF ACTIVITY
PERSON-IN-
CHARGE and
COUNTER
FEE
(PhP)
FORM /
SLIP
1 Update, Dispatch and turn-over Job Management System Maintenance Order (JMS MO) to Installation Crew
2 min CSA-CCD JMS-MO
2 Execute the repositioning water meter based on JMS MO
30 min NSC Team GIS Map JMS-MO
3 Accomplish JMS MO and return JMS MO to CSA office staff
2 min NSC Team GIS Map JMS-MO
4 Update database of completed repositioning of meter. File.
2 min CSA-CCD GIS Map JMS-MO
END OF INTERNAL FLOW OF TRANSACTION After Second Visit Customer In-office Transaction
REPOSITIONING OF WATER METER
-
September 2016
Davao City Water District Citizen's Charter - 2016
Page | 56
Process flow
CCUUSSTTOOMMEERR SSEERRVVIICCEESS -- 99
Internal Flow of Transaction - (a)* Letter/Email Transaction