- Mandate:
The Ipil-Titay’s Water District’s mandate is contained in Presidential Decree No. 198, as amended by Presidential Decree No. 768, declaring a national policy favoring local operation and control of Water Systems; authorizing the formation of Local Water Districts and providing for the government and administration of such districts.
- Vision:
An organization which is continuously improving its management controls, operation and system to give quality in the delivery of water service to residents within the area coverage of the Water District, on a 24 hours/7days a week basis.
- Mission:
To provide a dependable, safe, adequate, and economically viable water services to the concessionaires/consumers it serves regardless of their social status in life.
- Service Pledge:
We, at the IPIL-TITAY WATER DISRICT, a local water utility of competent and dedicated workers upholds the values of Integrity, Teamwork, Customer Focus and Service Excellence and are committed to serve our customers and the public with utmost respect and excellence.
All applicants or requesting parties who are within the office premises prior to the end of official working hours and during lunch break shall be attended to
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APPLICATION OF NEW SERVICE CONNECTION
Procedures when applying for a new water service connection:
Office or Division: |
Customer Services Section |
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Classification: |
Complex |
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Type of Transaction: |
Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) |
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Who may avail: |
All persons living within the service area of the Ipil-Titay Water District |
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CHECKLIST OF REQUIREMENTS |
WHERE TO SECURE |
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Proof of Ownership: For lot owner (1 photocopy): a) Land title or Deed of Sale b) Valid government-issued ID c) Electric Bill For non-lot owner (1 photocopy): a) Special Power of Attorney (SPA)/Authorization letter from the real lot owner using the prescribed format b) Photocopy of land title c) Valid government issued ID of the lot owner d) Valid government issued ID of the applicant or representative If only renting, secure authorization or signature of building/land owner in the application form Community Tax Certificate |
a) Register of Deeds b) LTO, SSS, GSIS, PhilHealth, Pag-IBIG, UMID, NBI, passport, etc. c) Zamsureco II a) SPA/Authorization from lot owner; form from Customer Service Assistant (CSA) b) Register of Deeds c) LTO, SSS, GSIS, PhilHealth, Pag-IBIG, UMID, NBI, passport, etc. d) LTO, SSS, GSIS, PhilHealth, Pag-IBIG, UMID, NBI, passport, etc. Authorization/signature from Land Owner, application form from CSA Municipal Treasurer’s Office/Barangay Hall |
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CLIENT STEPS |
AGENCY ACTIONS |
FEES TO BE PAID |
PROCESSING TIME |
PERSON RESPONSIBLE |
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1. Proceeds to Customer Service Assistant Desk and apply for new water service connection |
Conduct interview and screening and provide list of requirements to applicant |
None |
8 minutes |
Customer Service Assistant/Officer
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2. Submit the requirements |
Check requirements. If complete, furnishes applicant/client with Service Application Form to fill up. |
None |
3 minutes |
Customer Service Assistant/Officer
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3. Fill-up application form and other required documents |
Evaluate and process application form. If qualified, requires applicant/client to pay inspection fee |
None |
10 minutes |
Customer Service Assistant/Officer
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4. Pay inspection fee and wait for the issuance of Official Receipt |
Accept payment for inspection fee and issue corresponding Official Receipt |
PHP 50.00 |
3 minutes |
Cashier |
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5. Await the visit of the investigation team |
Schedule date for inspection |
None |
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After Site Inspection |
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6.Proceeds to Service Application Section |
-Updates applicant/client of the status of the service application documents; -Accepts and computes total cost of materials and charges for approved service connection applied |
None |
5 minutes |
Customer Service Assistant/Officer
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7. Makes payment of the corresponding charges |
Receives payment for total cost of connection applied and issues Official Receipt |
Total Cost of Materials and P400.00 installation fee |
2 minutes |
Cashier |
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8. Undergo orientation/briefing of District policy |
Conduct orientation, briefing, seminar on District’s policy |
None |
15 minutes |
Customer Service Assistant/Officer
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9. Make ready in-house piping |
Relay information to assigned plumber |
None |
2 minutes |
Customer Service Assistant/Officer
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10. a) Wait for the service to be rendered b) Acknowledge work done/completed |
Immediate installation of service after approval of application |
None |
4 Hours |
Plumber |
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11. |
Recording of installed service in: – Service Connection Record |
None |
10 minutes |
Customer Service Assistant/Officer
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Assign customers account member on installed services |
None |
2 minutes |
Customer Service Assistant/Officer
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TOTAL |
5 hours |
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END OF TRANSACTION |
- APPLICATION FOR RECONNECTION OF SERVICE CONNECTION
Procedures when applying for reconnection/re-opening of service connection.
Office or Division: | Commercial Section | |||
Classification: | Simple | |||
Type of Transaction: | Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) | |||
Who may avail: | 1. ITWD concessionaires or their representatives | |||
CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |||
Account Number Complete Account Name Clearance of Account – Payment of Reconnection Fee – Preparation of Service Line after the meter | Customer Service Assistant/Officer | |||
CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
1. Apply for reconnection at the Customer Service Personnel | Fill-up form field investigation. Retrieves customer’s record to evaluate and verify Inform applicant on what to do and merit approval of his/her reconnection | None | 3 minutes | Customer Service representative
|
2. Payment of reconnection fee and other charges
| Receives payments and issue corresponding Official Receipt | P300.00 and other charges | 2 minutes | Teller |
3. Return form to customer service in-charge
| Confirms payment and prepares service request for reconnection. Explains to customer the details of the Job Order
| None | 1 minute | Customer Service Assistant/Officer |
4. Wait for service to be rendered. | Perform required service | None | 2 hours | Water maintenance personnel
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5. Acknowledge work done through signing certification that work done is in conformance with standards | Received certification that installation is conformance with WD standards | None | 3 minutes | Customer Service Assistant/Officer |
| Record reconnection transaction and include in the list of active service connection | None | 2 minutes | Customer Service Assistant |
| TOTAL | 2 Hours, 11 Minutes |
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END OF TRANSACTION |
- CUSTOMER COMPLAINTS AND REQUESTS
Procedures for complaints and requests
Office or Division: | Admin./Commercial Section | |||
Classification | Complex | |||
Type of Transaction: | Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) | |||
Who may avail: | Concessionaires of ITWD or their representatives Anybody with a service request or complaint | |||
CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |||
Account Number Account Name Address Contact Details | Customer Service Personnel Customer Customer Customer | |||
CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
1. Be seated and wait to be attended to by a customer service personnel. Be ready to provide your account information (account number, account name, address and contact number)
| 1.1 Receive the complaint/ request and record it to the computer 1.2 Forward the complaint/ request to the responsible unit or action personnel. In case of written complaints/ requests, forward the same to the office of the GM
| None
| 3 minutes
| Customer Service representative
|
2. Wait for feedback or result.
| Concerned unit/action personnel to update the customer of the result action taken. | None | 2 days (depending on the complexity of the request or complaint) | Action personnel of the concerned unit Operation and Maint. Commercial, Administrative, Finance, OGM, BOD)
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TOTAL | 2 Days, 3 Minutes |
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END OF TRANSACTION |
- DELIVERY OF WATER BILLS
Procedures in the water bills delivery
Office or Division: | Commercial Section | |||
Classification: | Simple | |||
Type of Transaction: | Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) | |||
Who may avail: | All active concessionaires | |||
CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |||
NONE |
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CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
1. Acknowledges receipt of water bill | Issues water bill and let the customer acknowledge billing receipt. If no household member is available, drops bill in the mailbox or gives to authorized representative | None
| 2 minutes (exclusive of travel)
| Meter Reader
|
| TOTAL | 2 Minutes |
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END OF TRANSACTION |
- INQUIRY OF ACCOUNTS
Procedures when requesting for advance billing
Office or Division: | Commercial Section | |||
Classification: | Simple | |||
Type of Transaction: | Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) | |||
Who may avail: | Concessionaires of ITWD or their representatives | |||
CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |||
Account Number Account Name | Customer Service Personnel | |||
CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
1. Presents water bill/correct name or registered customer service in-charge and request for bill of accounts | Verifies customer records/accounts | None
| 5 minutes
| Customer Service Representative/Officer
|
| TOTAL | 5 Minutes |
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END OF TRANSACTION |
- PAYMENT OF WATER BILL AND OTHER FEES
Procedures when paying for water bills and other fees
Office or Division: | Commercial Section | |||
Classification: | Simple | |||
Type of Transaction: | Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) | |||
Who may avail: | 1. ITWD concessionaires or their representatives 2. Any person who wish to pay for goods or services rendered/ to be rendered | |||
CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |||
Notice of Billing Payment Slip Store Requisition and Issue Slip Application for New Installation Form Reconnection Form | Billing Section Customer Service Personnel Customer Service Personnel Customer Service Personnel Customer Service Personnel | |||
CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
A. For Concessionaires with Notice of Billing | ||||
1. Get priority number
| Give priority number for Regular and for PWD’s, Senior Citizen, Pregnant Women) | None | 1 minute | Guard on Duty
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2. Be seated and wait for priority number to be called
| N/A | None | (Under normal conditions) 3 minutes | N/A |
3. Present Billing Notice to Teller and pay the required amount | Accepts payments and issue corresponding Official Receipt | Amount indicated in the Bill | 2 minutes | Teller
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4. Receives official receipt/s and counts change before leaving the counter |
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| TOTAL | 6 Minutes |
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B. For Concessionaires without Notice of Billing | ||||
1. Fill out Payment Slip with correct Account Name & Address
| Provide account number and amount due in the slip given
| None | 1 minute | Teller/Customer Service representative
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2. Get priority number | Give priority number for Regular and for PWD’s, Senior Citizen, Pregnant Women | None | 1 minute | Guard on Duty
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3. Be seated and wait for priority number to be called | N/A | None | (Under normal conditions) 3 minutes | N/A |
4. Present Payment Slip to Teller and pay the required amount | Accepts payments and issue corresponding Official Receipt | Amount indicated in the Bill | 2 minutes | Teller
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5. Receives official receipt/s and counts change before leaving the counter |
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| TOTAL | 7 Minutes |
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END OF TRANSACTION |
- PURCHASE OF MATERIALS
Procedures when purchasing materials
Office or Division: | Administrative & Finance Section | |||
Classification: | Simple | |||
Type of Transaction: | Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) | |||
Who may avail: | 1. ITWD concessionaires or their representatives 2. Any person who wish to purchase materials for installation and repair of their service lines | |||
CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |||
Store Requisition and Issue Receipt Official Receipt for the purchased materials | Customer Service Assistant | |||
CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
1. Proceed to the Customer Service Personnel and present list of materials to be purchased | Issue Store Requisition and Issue Receipt | None | 3 minutes | Customer Service representative
|
2. Present Store Requisition and Issue Receipt to Cashier and pay the required amount
| Accepts payments and issue corresponding Official Receipt | Amount indicated in the SRS | 2 minutes | Cashier |
3. Proceed to bodega and present official receipt for the purchased materials
| Issue the corresponding purchased materials
| None | 10 minutes | Acting Storekeeper |
| TOTAL | 15 Minutes |
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END OF TRANSACTION |
- REQUEST FOR DISCONNECTION OF SERVICE CONNECTION
Procedures when requesting for closure/disconnection of service connection.
Office or Division: | Commercial Section | |||
Classification: | Simple | |||
Type of Transaction: | Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) | |||
Who may avail: | ITWD concessionaires or their representatives | |||
CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |||
Account Number Complete Account Name
| Customer Service Assistant/Officer | |||
CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
1. Apply for disconnection at the Customer Service Personnel | Evaluates customer’s record, Prepares Job Order for disconnection
| None | 3 minutes | Customer Service representative
|
2. Wait for service to be rendered. | Perform required service | None | 5 minutes (at meter stand) | Water maintenance personnel |
| Record disconnection transaction and include in the list of in-active service connection | None | 2 minutes | Customer Service Assistant |
| TOTAL | 10 Minutes |
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END OF TRANSACTION |
- REQUEST FOR ADVANCE BILLING
Procedures when requesting for advance billing
Office or Division: | Commercial Section | |||
Classification: | Simple | |||
Type of Transaction: | Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) | |||
Who may avail: | Concessionaires of ITWD or their representatives | |||
CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |||
Account Number Account Name | Customer Service Personnel | |||
CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
1. Proceed to the Customer Service and request for advance billing for the desired account name and account number | 1.1 Make a Job Order for meter reading and forward to the meter reader 1.2 Forward reading to Billing personnel for billing of water consumption from the last reading period till the requested day
| None
None | 30 minutes
10 minutes | Customer Service representative
Meter Reader
Posting and Billing Personnel
|
| TOTAL | 40 Minutes |
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END OF TRANSACTION |
- REQUEST FOR METER CALIBRATION
Procedures when requesting for meter calibration
Office or Division: | Commercial Section | ||||
Classification | Complex | ||||
Type of Transaction: | Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) | ||||
Who may avail: | Concessionaires of ITWD or their representatives External customers | ||||
CHECKLIST OF REQUIREMENTS | WHERE TO SECURE |
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Account Number Account Name | Customer Service Personnel |
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CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
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A. For Concessionaires | |||||
1. Proceed to the Customer Service and files request for meter testing/ calibration for the desired account name/ account number | Make a Job Order for pull-out Forward Job Order to meter calibration personnel | None
| 3 minutes
| Customer Service Assistant/Officer
|
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2. Wait for service to be rendered. Follow-up results after ½ day | Pull-out water meter for calibration. Calibrate meter
Records the reading and serial number and the physical condition of the meter against the Job Order Forward result to Customer Services personnel, make adjustment if necessary
| None | 2 hours | Water Maintenance Personnel |
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3. Follow-up results
| Inform concessionaires of calibration test results For PASSED meters – Reinstall previous meter For FAILED meters, prepare Billing Adjustment Memo and advised client to purchase new water meter | None
| 2 minutes
| Customer Service Assistant/Officer
|
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| TOTAL | 2 Hours, 5 Minutes |
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B. For Non-Concessionaires | |||||
1. Proceed to the Customer Service and files request for meter testing/ calibration
| Interviews, evaluates request. Fill-up form and issue order Advises customer to pay the corresponding fee | None
| 3 minutes
| Customer Service Assistant/Officer |
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2. Pay the corresponding calibration fee | Receives payment and issues corresponding Official Receipt | PHP 150.00 | 2 minutes | Cashier |
|
3. Wait for service to be rendered. | Sets schedule of meter test/calibration; Advises customer when to pick up results and water meter
Calibrate meter
Forward result to Customer Services | None
None | 2 minutes
Within 2 hours | Customer Service Assistant/Officer
Calibration in-charge |
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4. Receives result and water meter | Inform customer of calibration test results | None | 2 minutes | Customer Service Assistant/Officer
|
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| TOTAL | 2 Hours, 9 Minutes |
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END OF TRANSACTION |
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- REQUEST FOR TRANSFER SITE OF TAPPING
Procedures for transfer site of tapping
Office or Division: | Commercial Section | |||
Classification | Simple | |||
Type of Transaction: | Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) | |||
Who may avail: | All registered applicants within the service area of ITWD | |||
CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |||
Account Number Account Name If applicant If applicant is other than the real owner of the property, he/she must be armed with Special Power of Attorney (SPA) from such real owner. | Customer Service Personnel Customer From real owner | |||
CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
1. Proceeds to Customer Service Assistant Desk and requests for the transfer of site of tapping. | Interviews applicant and evaluates request. | None | 2 minutes | Customer Service Assistant/Officer |
2. Proceeds and submits requirements to the Customer Service Officer. | Prepare & issue job order. Advises customer/client to pay transfer fee | None | 1 minute | Customer Service Assistant/Officer |
3. Pay the transfer fee | Receives payment and issues official receipt | PHP 300.00 | 2 minutes | Cashier |
4. Wait for the service to be rendered | Forward to water maintenance personnel for site inspection. | 2 minutes | Customer Service Assistant/Officer | |
TOTAL | 7 Minutes | |||
END OF TRANSACTION |
- REQUEST FOR TRANSFER OF REGISTRATION NAME AND ACCOUNT NUMBER/CHANGE OF NAME
Procedures for transfer of registration name and account number/change of name
Office or Division: | Commercial Section | |||
Classification | Simple | |||
Type of Transaction: | Government-to-Citizen (G2C) Government-to-Business (G2B) Government-to-Government (G2G) | |||
Who may avail: | All registered applicants within the service area of ITWD | |||
CHECKLIST OF REQUIREMENTS | WHERE TO SECURE | |||
Account Number Account Name If applicant If applicant is other than the real owner of the property, he/she must be armed with Special Power of Attorney (SPA) from such real owner. | Customer Service Personnel Customer From real owner | |||
CLIENT STEPS | AGENCY ACTIONS | FEES TO BE PAID | PROCESSING TIME | PERSON RESPONSIBLE |
1. Proceeds to Customer Service Assistant Desk and requests for transfer of name. | Interviews applicant and evaluates request. Advises customer/client to pay corresponding fee | None | 2 minutes | Customer Service Assistant/Officer |
2. Pay the change name fee | Receives payment and issues official receipt | PHP 300.00 | 2 minutes | Cashier |
3. Proceeds to attend some briefing/orientation | Process request and conduct some briefing/orientation | None | 2 minutes | Customer Service Assistant/Officer |
TOTAL | 6 Minutes | |||
END OF TRANSACTION |