cciittiizzeenn ss cchhaarrtteerrmowd.gov.ph/wp-content/uploads/2016/09/citizens-charter... ·...

MMM etro OOOzamiz WWWater DDDistrict Maningcol, Ozamiz City

Tel. Nos.(088) 521-0339/521-1743

CCIITTIIZZEENN’’SS CCHHAARRTTEERR A handbook on Water District’s Frontline Services

Cocok Pumping Station Carangan Pumping Station

Nailon Pumping Station Bacolod Pumping Station

MOWD 2016 DATA BASE UPDATE

Kindly fill up the spaces provided for:

Last Name First (Given) Name M.I.

N O. Street Barangay

0 9

Contact No. (Mobile Phone) Landline

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PLEASE HELP US TO SERVE YOU BETTER AND ANSWER THE FOLLOWING QUESTIONS Please check in the box provided for your answers below:

1. Are you currently satisfied with the water service provided for by the Metro Ozamiz Water District (MOWD)? (Na kontento ka ba sa serbisyo nga gihatag sa Metro Ozamiz Water District (MOWD)?

YES NO

2. Would you like MOWD to continue providing you with your water service? (Gusto ka ba nga magpadayon ang MOWD sa pagserbisyo nimo / ninyo?) YES NO

THANK YOU FOR YOUR COOPERATION

DAGHANG SALAMAT

I hereby certify that the informations I have provided above are true and correct.

Signature

MOWD Subscriber Account No.

MOWD Citizen’s Charter 41

PRAYER Father, may everything we do begin with your inspiration and continue with your saving help. Let our work always find its origin in you and through you reach completion.

Lord, pour out on us the spirit of understanding, truth and peace. Help us to strive with all our hearts to know what is pleasing to you, and when we know your will, make us determined to do it.

God, our Father, WORK is your GIFT to us, a CALL to reach new heights by using our TALENTS for the good of all.

Guide us as we work and teach us to live in the spirit that has made us your sons and daughters, in the LOVE that has made us brothers and sisters.

Grant this through Christ our LORD. Amen.

MOWD Citizen’s Charter

COCOK PUMPING STATION CARANGAN PUMPING STATION

BACOLOD PUMPING STATION COGON RESERVOIR

BUCAGAN RESERVOIR NAILON PUMPING STATION

annexes

DIRECTORY

Commercial Division and Tudela Sub-System (088)521-0339

Division Manager B -Ms. Faith T. Ellacer Utilities/Customer Service Officer A -Ms. Susan R. Babayran Utilities/Customer Service Officer B -Ms. Guillie Teresita G. Galo

Frontline Services: Inquiries, New Application, and Complaints Clerk Processor C -Ms. Charelle Joy B. Macalisang Utilities/Customer Service Assistant A -Ms. Rebecca C. Galiciano

Billing Services

Utility Worker B -Mr. Jubellan Cabaron

Utility Worker B -Mr. Jofiel A. Gordove Utility Worker B -Ms. Hana Shiela L. Hallares Utilities/Customer Service Asst. B -Ms. Lindley P. Franco

Marketing

Division Manager B-Designate -Ms. Faith T. Ellacer All Personnel of the Commercial Division


annexes

DIRECTORY

General Manager’s Office (088)521-4430

General Manager B -Engr. Ferdinand D. Revelo Executive Assistant B -Engr. Samson N. Laranjo

Administrative/Finance/Cashiering/General Services and Human Resources Offices (088)521-1743

Division Manager B -Ms. Rosemarie C. Delos Reyes Senior Corporate Accountant A -Ms. Sabina O. Tabugol Supervising Industrial Relation Management Officer A -Engr. Anecita M. Galorio

Administrative General Services Officer-A -Ms. Arlyn S. Estela

Senior Cashier -Ms. Marina Carmen T. Lim

Operations and Engineering Division (088)521-0339

Division Manager B -Engr. Harrison S. Limitares, Jr.

Water/Sewerage Maintenance Head (Production ) -Mr. Anthony T. Galorio

Water/Sewerage Maintenance Head (Construction) -Mr. Naven N. Bienes

Water/Sewerage Maintenance Head (Maintenance) -Mr. Florentino A. Monarca, Jr.


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MEMBERS OF THE BOARD OF DIRECTORS

Dir. Alein G. Quiñones -Chairman Dir. Jorge C. Neri,III -Vice Chairman Dir. Delia T. Rosal -Secretary Dir. Nestor C. Montemor -Member Dir. Nelson Conigundo Cuaresma,Jr. -Member

annexes


MOWD BOARD OF DIRECTORS


METRO OZAMIZ WATER DISTRICT Maningcol, Ozamiz City

BOARD OF DIRECTORS Office of the Chairman of the Board

MESSAGE

As one of the Five Hundred Seven (507) Operational Water District in the Philippines today, Metro Ozamiz Water District is committed to provide a 24 hours, safe, adequate, affordable and potable water supply as embodied in MOWD’s vision.

It is MOWD’s mission to improve the people’s quality of life, health and sanitation with

sustainable water supply. As mandated by Republic Act 9485 otherwise known as MOWD’s commitment to reducing

public sector inefficiencies and preventing graft and corruption. This updated Citizen’s Charter is MOWD Official document that outline service standards

to effectively guide the citizens of availing the frontline service. Doing quality services with good performance with our “Pledge of Commitment are our best

Propaganda”.

(SGD) DIR. ALEIN G. QUIÑONES BOD CHAIRMAN


OFFICE OF THE GENERAL MANAGER


LIST OF REQUIREMENTS TO AVAIL SERVICES Requirements for New Applicants:

- Submit 1 pc 2 x 2 picture/photo - Photocopy of valid I.D.

- Attend Orientation Seminar (Seminars are scheduled every Wednesdays and Fridays, 2 – 3 PM at the MOWD Office ) Fees: - Installation Fee (P1,200.00) - Inspection Fee (P 50.00) Requirements for Reconnection:

- 1 pc .2 x 2 picture/photo - Photocopy of valid I.D. - Attend Orientation Seminar (Seminars are scheduled every Wednesdays and Fridays, 2 – 3 PM at the MOWD Office) Fees: - Reconnection Fee (P150.00) - Inspection Fee (P 50.00) for S/C not yet reconnected after 15 days. Requirements for Transfer of Responsibility: - 1 pc 2 x 2 recent photo - Photocopy of valid I.D. - Photocopy of the Deed of Sale for concessionaires/for new owners Of the residence of business establishment - Attend Orientation Seminar (Seminars are scheduled every Wednesdays and Fridays, 2 – 3 PM at the MOWD Office) Fees:

- P200.00 MOWD Citizen’s Charter 36

MOWD, GENERAL MANAGER-B

ACCOUNTING / FINANCE SERVICES Schedule of Availability of Services Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE?

- SUPPLIERS & PAYEE FEES: ( NONE ) HOW TO AVAIL OF THE SERVICE:

Step Applicant / Client Service Provider Duration

Of Activity Person

In-charge Form

1 Suppliers/payee endorse required documents to

accounting staff.

Received all required documents the suppliers and payee.

3 minutes

Accounting staff Purchasing agent

MOWD voucher

Scrutinize, review and check all submitted documents as to completeness, law- ful and proper.

5 minutes

Accounting staff

Process and prepare all scrutinize and checked documents.

3 minutes Accounting staff

Forward to the Cost Center who is responsible for the expenses for signing

5 minutes Responsible officers

Forward to the finance Officer for approval as to funds/cash available

5 minutes Finance Officer

Forward to the SICO(Senior Internal Control Officer) for pre-Audit.

5 minutes Auditor

Forward to the General Manager for approval.

3 minutes General Manager

Forward to the Cashier for check issuance for payment.

20 minutes Cashier

END OF TRANSACTION

_________________________________________________________________

“Water is the driver of nature.”


METRO OZAMIZ WATER DISTRICT Maningcol, Ozamiz City

Office of the General Manager

MESSAGE

The Metro Ozamiz Water district is one of the most prestigious entities among the Government Owned and Controlled Corporations for one big reason: we are serving, delivering and providing the secured, adequate, safe and potable water of the province. This is not only our mission but a challenge we undertake as long as the district lives.

For years, we continue to uphold this commitment and great responsibilities through

providing quality water to improve the quality of life by promoting the highest quality services.

The “Anti-Red Tape Act of 2007” (Republic Act No. 9485) is a reminder of the “HOWS” in improving efficiency of our services to the public, translating our mission and vision in its most tangible ways through practicing appropriate measures for service providers in transacting with the public thereby preventing graft and corruption.

This phenomenal reform in delivering government services enhance work efficiency,

promote effectiveness, honesty and integrity thereby attributing to an improved and substantial customer services--- a great indication of business success and a productive governance.

This Citizen’s Charter is the reflection of the adoption of MOWD of the Republic Act 9485

through simplified procedures that will reduce red tape and expedite our public transactions bearing excellent public service performance to our valued concessionaires.

(SGD) ENGR. FERDINAND D. REVELO

General Manager-B


Contents

Foreword I Messages: Director Alein G. Quiñones BOD Chairman ………………………………………………………………………………... II Engr. Ferdinand D. Revelo General Manager-B………………………………………………………………………………… IV

About Mowd

MOWD Profile ……………………………………………………………………………………. 7 Certificate of Conformance ……………………………………………………………………… 15 Mission Vision ……………………………………………………………………………………. 16 Organizational Structure of MOWD ……………………………………………………………. 18

District Services

List of Services …………………………………………………………………………………… 19 Membership for New Applicants………………………………………………………………… 20 Reconnection Services ………………………………………………………………………….. 22 Temporary Closure / Disconnection Services…………………………………………………. 23 Transfer Tapping / Transfer Meter / Changed Tapping………………………………………. 24 Change Meter / Meter Stuck-up / MeterTest / Meter Leak…………………………………... 25 No Water / Dirty Water / Water with Taste or Odor…………………………………………... 26 Low Pressure / High Pressure……………………………………………………………….…. 27 Special Reading…………………………………………………………………………….…….. 28 High Consumption……………………………………………………………………….......….. 29 Response to Inquiries on MOWD Matters……………………………………………… ….... 30 Type of Services – Operations………………………………………………………………..… 32 Specific Operations Services………………………………………………..……………....….. 33 Accounting / Finance Services…………………………………………………………….….… 35 List of Requirements to Avail Services………………………………………………….……... 36

Annexes

Board Resolution No. ………………………………………………………………..…… 37 Directory …………………………………………………………………………………….…..… 39

MOWD 2009 Data Base Update ………………………………………………………..……… 41


ADMINISTRATIVE DIVISION


Division Manager-B

SPECIFIC OPERATIONS SERVICES:

Steps Applicant /

Client Service Provider

Duration of Activity

Person In-charge

Form

(steps are repeated for every services rendered) refer page 1

>repair of leakages at the mainline >repair of leakage at service connections. >change meter if unserviceable (i.e. stuck up, moist) >no water >dirty water >low pressure >with taste or odor >meter leak >new Applicant a. Tee-Connection / Cluster b. Mainline >High Pressure >Reconnection ( including unplug ) >Disconnection >transfer Meter >Changed Tapping >High Consumption OTHER SERVICES: a.bacteriological testing -collecting of water sample for bac- Teriological testing b. daily chlorine residual c. physical & chemical testing d.fuel, material requisition and delive- ry to different pumping station e. flushing f. rehabilitation of service connection

1 hour 45 minutes 45 minutes 10-20 mins. 10-20 mins. 10 minutes 10 minutes 45 minutes 1 hour 10 minutes 45 minutes 45 minutes 45 minutes 45 minutes 10 minutes 1 day 3 hours(10- 15 samples) 1-2days once a year 4 hours 8 hours quar Terly 1.5-2.0 hours per S/C

Plumber Plumber Plumber Inspector Engineering Personnel Inspector Inspector Inspector Plumber Plumber Inspector Plumber Plumber Plumber Plumber Inspector Office personnel Office personnel Office personnel Foreman / Supervisor Plumber (2)

Maintenance Order Form Maintenance Order Form Maintenance Order Form Maintenance Order Form Maintenance Order Form Service request form Service request form Service request form Service request form Service request form Service request form Service request form Service request form Service request form Service request form

* Duration of activity is based on fieldwork, processing of papers or forms is excluded

____________________________________________________________________________________

“We forget that the water cycle and the life cycle are one”


MOWD GEOGRAPHICAL LOCATION


I. METRO OZAMIZ WATER DISTRICT PROFILE

A. The District The Metro Ozamiz Water District is a geographical sub-division (area) composed of two cities and two municipalities, previously consisting cities of Oroquieta and Ozamiz and the municipalities of Calamba, Clarin and Tudela. As envisioned by PD 198 (as amended by PD 768 ), the MOWD is an autonomous entity, a non-profit quasi-public corporation. It is run by a five-man Board of Directors thru a General Manager. The MOWD was formed by the Provincial Board of Misamis Occidental, when on July 13, 1973, it passed Resolution No. 105-A. originally, the district comprised 3 cities and 11 municipalities with total population of 283,509. LWUA noted that the area of the district was too large for a single water district to cover. So, on December 10, 1973 the Provincial Board passed Res. No. 154, amending the area coverage of the district limiting it to 2 cities and 4 municipalities. Still, on July 17, 1974, the Provincial Board passed Resolution No. 120, finally redefining the coverage to its present composition. All the 4 cities and municipalities subsequently submitted their concurring resolutions affirming their inclusion in the MOWD. Resolution No. 120 was submitted to LWUA for review and found to have complied with PD 198 and LWUA’ s requirements. It was therefore duly filed on August 2, 1974, the Metro Ozamiz Water District was born and LWUA awarded the Conditional Certificate of Conformance (CCC) No. 010, copy attached. Mowd presently is composed of Ozamiz City; and the Municipalities of Clarin and Tudela after the de-annexation of Oroquieta City effective 15 April 2010.

II. OUTLINE OF THE SERVICE AREA

A. OZAMIZ-CLARIN SUB SYSTEM A. 1.1 Ozamiz City Ozamiz City is nestled at the entrance of the rich Panguil Bay in Northern Mindanao with an estimated land area of 16,407 hectares. Behind it stands the 7,956 feet Malindang Mountain. It is bounded in the north by the Mindanao Sea: in the east by


TYPE OF SERVICE – OPERATIONS Schedule of availability of Service Monday – Friday 8:00 am – 5:00 pm

WHO MAY AVAIL OF THE SERVICE;

1) concessionaires of MOWD who is in need of our water services 2) new applicants / new service connections 3) active service connections

WHAT ARE THE REQUIREMENTS:

1) Transaction must have been completed at the frontline / customer service. 2) Service Request Forms/Maintenance Order Forms are already approved by the Division

Manager

FEES: (NONE)

HOW TO AVAIL OF THE SERVICE:

_______________________________________________________________________________

“All the water that will ever be is, right now.”



of Activity Person

In-Charge Form

1 Fill out necessary forms at the Frontline for specified complaints/ services needed.

Received and verify maintenance order and service request from the commercial division.

20 minutes Engineering Personnel

Service request Form/

maintenance Order form

Record all maintenance order and service request.

10 minutes Engineering Personnel

Service request Form/maintenance

Order form.

Distribute forms to assigned supervisor/ Foreman for assignment. Withdrawal of materials.

10 minutes 30-40 mins.

Engineering Personnel plumber

Service request Form/maintenance

Order form.

2 Verify service request or maintenance order (after 1-3 days from the transaction)

Arrange accomplishments forms for verifications. Give duplicate copy of accomplishments to commercial / frontline.

10 minutes Engineering personnel

END OF TRANSACTION

OPERATIONS DIVISION


Iligan Bay and Panguil Bay, which separate from its twin city of Tangub; and in the west by the Municipality of Don Victoriano. It is cradled along the coast by Panguil Bay. It is extremely rugged terrain in the interior and its commercial activities center around the coastal areas. A. 1.2 Service Area The present service area of MOWD in Ozamiz City includes fifty barangays and 35 of which are serviced by the utility. The barangays served by MOWD includes: 50 th Barangay, Aguada, Bagakay, Baybay Triunfo, Bañadero, Carangan, Carmen Annex, Catadman, Doña Consuelo, Embargo, Gango, Kinangay Norte, Kinangay Sur, Labo, Lam-an, Lapasan, Lupagan, Malaubang, Maningcol, Mialen, Molicay, Poblacion 1, Poblacion 2, Poblacion 3, Poblacion 4, Port Road, San Antonio, San Roque, Clarin, San Roque, Ozamiz, Segatic Daku, Segatic Diot, Sta. Cruz, Tinacla-an, and Tinago. The total service area is 311 hectares.

A. 2.1 Clarin

The municipality of Clarin lies in the central portion of the province of Misamis Occidental which is located in the northwestern part of Mindanao and is politically subdivided into twenty-nine (29) barangays. It is bounded in the north by the municipality of Tudela and in the south by the cities of Ozamiz and Tangub; in the east by Panguil Bay and in the west by the province of Zamboanga del Sur.

Topography of the municipality is characterized by low flat elevation in the urban areas. The coast line consists of alluvial soils and some swamplands with an average elevation of 2.1 meters above sea level. There are two (2) major rivers which traverse the town; these are the Clarin River in the Northern part of the municipality and the Labo River in its southern part.

B. Tudela Sub-system B 1.1 Tudela

The municipality of Tudela lies in the central portion of the province of Misamis Occidental which is located in the northwestern part of Mindanao. It is bounded in the north by the Municipality of Sinacaban; in the south by the Municipality of Clarin; in the west by the Municipality of Don Victoriano. Tudela is accessible by land transportation. There are buses serving the routes connecting Tudela with Ozamiz and Dipolog City or Pagadian City. Jeepneys link Tudela to some barangays and neighboring municipalities like Clarin and Ozamiz City. Multicabs and motorelas are used within the poblacion.


B 1.2 Service Area The municipality has a total population of 23,038 in 4,617 households based on the 2000 census with an average number of persons per household of 6.0. The poblacion composed of fourteen (14) barangays had a total population of 6,111 corresponding to about 873 households. In that same census year, the municipality increased by 233 from the 1995 census count of 22,805 with an average annual growth rate of 0.20 %. For the design year 2010, the population is projected to be 25,940. Barangays serviced by MOWD includes: Barra, Basirang, Napu, Cabol-anonan, Hulpa, Naporog, Taguima, Upper Centro, Sebac, Pan-ay Diot, Nailon and De la Paz, Clarin, Pan-ay, Lupagan.

MOWD PUMPING STATIONS


RESPONSE TO INQUIRIES ON MOWD MATTERS PHONE-IN Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE: ALL MOWD CONCESSIONAIRES FEES: (NONE) HOW TO AVAIL OF THE SERVICE:


of Activity Person

In-Charge Form

1 Request for assistance via phone.

Get personal data of the client and details of request.

2 minutes

Frontliner,customer service assistants

Reply to simple inquiries 15-20 mins. Frontliner,customer service assistants

Refer to concerned person if request entails it.


Log-in calls and the clients number.


END OF TRANSACTION

________________________________________________________________________

“A river seems a magic thing. A magic, moving, living part of the very earth itself.”


PUMPING STATION LOCATION MINIMUM

CAPACITY

BACOLOD PUMPING STATION

BACOLOD, OZAMIZ CITY 65 LPS

CARANGAN PUMPING STATION

CARANGAN, OZAMIZ CITY 65 LPS

COCOK PUMPING STATION

BAGAKAY, OZAMIZ CITY

AT BUCAGAN 21 LPS

AT BAÑADERO 55 LPS

AT COGON 1.25 LPS

NAILON PUMPING STATION

NAILON, TUDELA, MISAMIS OCCIDENTAL

HIGH CONSUMPTION Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:

-ALL MOWD CONCESSIONAIRES FEES: (NONE) HOW TO AVAIL OF THE SERVICE:


of Activity Person

In- Charge Form

1 Fill out maintenance Order form at the frontline.


2 minutes Frontliner Maintenance Order form

2 Submit the fully accomplished Service Request Form.

Receive the accomplished Maintenance Order Form and verify accounts.

2 minutes Frontliner

Write the concessionaire’s name at the logbook for Maintenance Order.

1 minute Frontliner

Endorse M.O. form to Supervisor/Div. Manager for approval.


Endorse paper to operations division for inspection.


END OF TRANSACTION

__________________________________________________________________________ “When the well’s dry, we know the worth of water.” MOWD Citizen’s Charter 29


TOTAL SERVICE CONNECTIONS

As of July 2016 Total Service Connections Active Connections Inactive Connections Ozamiz City 17,471 14,244 2,193 Tudela Sub-system 1,714 1,001 743 CONSOLIDATED Service 19,484 15,313 3,656 Connections

OTHER MOWD WATER SOURCES

SOURCES LOCATION MINIMUM

CAPACITY

MOLICAYJPUMPING STATION Molicay, Ozamiz City 70 LPS

TALIBAKSAN SPRING Maliangcao, Clarin, Mis.

Occidental 27 LPS

TAGUIMA PUMPING STATION Taguima, Tudela, Mis.

Occ. 5.8 LPS

DALINGAP SPRING Dalingap, Clarin,

Mis.Occ. 150 LPS

BITOON SPRING Bitoon, Clarin, Mis. Occ. 39 LPS

RESERVOIRS SEGATIC RESERVOIR : Barangay Segatic Diot, Clarin, Misamis Occidental

COGON RESERVOIR: Bagakay, Ozamiz City

BUCAGAN RESERVOIR: Bucagan, Ozamiz City


SPECIAL READING

Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE?

-ALL MOWD CONCESSIONAIRES

FEES: ( NONE )



of Activity

Person In-Charge

Form

1 Get Maintenance Order form at the frontline.


2 minutes frontliner Maintenance Order form

2 Submit the fully accomplished Maintenance Order Form.

Receive the accomplished Service Request Form and verify accounts

2 minutes frontliner

Write the concessionaire’s name at logbook for special reading.

1 minute frontliner

Endorse M.O. form to Supervisor/ Div. Manager for approval.


Endorse paper to meter readers for special reading.


END OF TRANSACTION

_______________________________________________________________________________________ “To live by a large river is to be kept in the heart of things.”


LOW PRESSURE / HIGH PRESSURE Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:

- ALL MOWD CONCESSIONNAIRES FEES: ( NONE ) HOW TO AVAIL OF THE SERVICE:


of Activity

Person In-Charge

Form



2 minutes

frontliner Maintenance

Orde form

2 Submit the fully accomplished Service Request Form.

Receive the accomplished maintenance Order Form and verify accounts.

2 minutes

frontliner


1 minute frontliner

Endorse M.O. form to Supervisor/ Div. Manager for approval.




END OF TRANSACTION

_________________________________________________________________________ “You could not step twice into the same rivers: for other waters are ever flowing on to you.”


MOWD ZONES/AREA AND ITS LOCATION

No. Zones Area No. of S. C.

1 011 Cogon 106 2 012 Bagakay 119 3 013 Bañadero 129 4 014 Bañadero 119 5 015 Bañadero 122 6 016 Bañadero 113 7 031 Calabayan 154 8 032 Carangan/Calabayan 152 9 033 BañaderoCarangan Buli 164 10 034 Bañadero 111 11 035 Bañadero 98 12 036 Bañadero 110 13 051 Bañadero 118 14 052 Bañadero 182 15 053 Carangan 112 16 054 Tinago 115 17 055 Lam-an 107 18 056 Lam-an/Bañadero 90 19 071 Molicay/Urban Poor 170 20 072 Molicay 121 21 073 Carangan 132 22 074 Carangan 113 23 075 Carangan 99 24 076 Carangan 131

25 091 Lam-an 108 26 092 50th Barangay 137 27 093 Tinago 134 28 094 Tinago 105 29 095 Tinago 130

30 096 Tinago 100 31 111 Malaubang 96 32 112 Malaubang 109 33 113 Malaubang 210 34 115 Malaubang 109

35 116 Malaubang 141 36 131 Malaubang 108

37 132 Malaubang 100 38 133 Talisay/Malaubang 162 39 134 Talisay/Malaubang 95 40 135 Tinago/Talisay 105 41 136 Tinago 86


MOWD ZONES/AREA AND ITS LOCATION


42 151 Bañadero 115 43 152 Tinago 105 44 153 Tinago 93 45 154 Tinago 88 46 155 Tinago 84 47 156 San Roque 121 48 171 San Roque/Sta. Cruz 110 49 172 Public Mall 108 50 173 San Roque 101 51 174 Public Mall 87 52 175 Aguada 108 53 191 San Roque/Sta. Cruz 112 54 192 Baybay Triunfo 105 55 193 Cotta 149 56 194 Baybay Triunfo 123 57 195 Carmen Annex 118 58 196 Carmen Annex 101

59 211 Ledesma Ext./Carmen Annex 134 60 212 Carmen Annex 124 61 213 Carmen Annex 104 62 214 Carmen Annex 126

63 215 Carmen Annex 102 64 231 50th Barangay 125 65 232 Las Aguadas 105

66 233 Aguada/50th Barangay 79 67 234 Las Aguadas/Mabini Extension 105 68 235 Bonifacio Ext./Las Aguadas 126

69 176 50th Barangay 156 70 216 Las Aguadas 171

71 254 Catadman 92 72 255 Catadman 94 73 271 Catadman 102 74 272 Ibaa/Bitoon 125 75 273 Circumferential Road 153 76 274 Manabay/Maningcol 103 77 275 Manabay Pereyra 110 78 276 Baybay Maningcol/Giok-ay, Rosa Vayson 110 79 291 Pereyra Village/Maningcol 114 80 292 Maningcol/Mindog 115


NO WATER / DIRTY WATER / WATER WITH TASTE OR ODOR Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:

- ALL MOWD CONCESSIONAIRES FEES: ( NONE )



Of- Activity Person

In-Charge Form



2 minutes Frontliner Maintenance Order form

2 Submit the fully accomplished Maintenance Order Form.

Receive the accomplished maintenance Order Form and verify accounts.



1 minute frontliner

Endorse M.O. form to Supervisor/Div. Manager for approval.




END OF TRANSACTION

________________________________________________________________________ “A river is the report card for its watershed.”


CHANGE METER / METER STUCK-UP / METER TEST / METER LEAK Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:

-CUSTOMERS WHO REQUESTED FOR Temporary Closure/Disconnection OF MOWD WATER SERVICES.

FEES: P50.00 (for inspection fee) HOW TO AVAIL OF THE SERVICE:

Step Applicant / Client

Service Provider Duration Of Activity

Person In-Charge

Form

1 Get SERVICE REQUEST form at the frontline.


2 minutes

frontliner

Service Request Form

2 Submit the fully accomplished Ser- Vice Request Form.

Receive the accom[plished Service Request Form and verify accounts.

2 minutes

frontliner

Give back the form to the customer for payment of current bill and inspection fee.

1 minute

frontliner

3 Pay to the Cashier Process payment and issue O.R. 3 minutes Cashier

4 Return to frontline and give to frontliner the service request form and the Official Receipt.

Receive the processed SR form and official receipt.

1 minute

frontliner

Write the concessionaire’s name at the logbook for temporary clo-sure.

1 minute

frontliner

Endorse SR form to Supervisor/ Div. Manager for approval.

2 minutes

frontliner

Endorse paper to operations division for change meter.

2 minutes

frontliner

END OF TRANSACTION

_________________________________________________________________________________________

“To put your hands in a river is to feel the chords that bind the earth together.”


MOWD ZONES/ AREA AND ITS LOCATION


81 236 Las Aguadas 140 82 251 Bonifacio Extension 123

83 252 Bernad Subdivision/City Hall Drive 107 84 253 Bernad Subdivision/Aguada 74 85 293 RS. Tan Village 92 86 294 RS. Tan Village 93 87 295 Maningcol 133 88 296 Maningcol/Doña Consuelo 129 89 311 311 Circum. Road/Sto. Niño/Bangkal 131 90 312 Maningcol 312/Bacolod 153 91 313 Gango/Timberland 159 92 314 Labo 120 93 315 Labo 129 94 316 Labo/Embargo 95 95 331 Gango 126 96 332 Doña Consuelo 120 97 333 Doña Consuelo 149 98 334 San Antonio/Gango 112 99 335 San Antonio 134 100 351 Gango/Lapasan 126 101 352 Gango 160 102 353 Lapasan 163 103 354 Bliss/Mayor’s Village 135 104 355 Lapasan/Clarin 114 105 356 Lapasan 111 106 371 Pob. 1& 4 94 107 372 Pob. 1& 4 118 108 373 Pob. 1 91 109 374 Pob. 1 116 110 391 Pob. 3 109 111 256 Catadman. 131 112 336 San Antonio 122 113 375 Pob. 2 133 114 376 Pob. 3 124 115 392 Tinacla-an 116 116 394 Kinangay Sur/Embargo 222 117 395 Lupagan/Mialen Pob 2& 3 148 118 396 Segatic Diot 140



Transfer Tapping/Transfer Meter/Changed Tapping

Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:

- ALL MOWD customers/concessionaires.

FEES: P250.00 (inclusive of inspection fees) HOW TO AVAIL OF THE SERVICE:


of Activity Person

In-Charge Form

1 Get SERVICE REQUEST form At the frontline.

Get personal data of the client and details of request

2 minutes Frontliner Service Request

Form

2

Submit the fully accomplished Service Request Form.

Received the accomplished Service Request Form and verify accounts.


Give back the form to customer for payment of current bill/inspection fee.


4

Return to frontline and give to Front liner the service request form and the Official Receipt.

Receive the processed SR form and Official Receipt.

1 minute frontliner

File the application form at the inspector file for inspection.


Field Inspector will inspect the applicants vicinity on the next day.

1 day

field inspector

Front liner will get back all the SR forms From the inspector and verify remarks or action taken and approval for service connection. Write the concessionaire’s name at the logbook with the O.R./Payments.

1 minute frontliner

Endorse SR form to Supervisor/Div. Manager for approval.


Endorse paper to operations division for transfer tapping/transfer meter.


END OF TRANSACTION

____________________________________________________________________________________

“All streams flow into the sea, yet the sea is never full. To the place the streams come from, there they return again.”


Temporary Closure/Disconnection Services

Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE: -CUSTOMERS WHO REQUESTED FOR Temporary Closure/Disconnection OF MOWD WATER SERVICES. FEES: ( NONE ) HOW TO AVAIL OF THE SERVICE:

Step Applicant/Client Service Provider Duration

of Activity Person

In-Charge Form

1 Get SERVICE REQUESTS (SR) form at the frontline.


2 minutes frontliner Service Request Form

2 Submit the fully ccomplished Service Request Form.

Receive the accomplished Service Request Form and verify accounts.


Give back the form to the customer for payment of current bill.



4

Return to frontline and give to frontliner the service request form and the Official Receipt


1 minute frontliner

Write the concessionaire’s name at the logbook for temporary closure.

1 minute frontliner

Endorse SR form to Supervisor/Div. Manager for approval


Endorse paper to operations division for temporary closure.


END OF TRANSACTION

____________________________________________________________________________

“Don’t throw away the old bucket until you know whether the new one holds water.”


We are committed to provide a 24 hours, safe, adequate, affordable and potable water supply to the consuming public, through an inspired leadership with the support of employees truly dedicated to promote the highest quality of service.

Metro Ozamiz Water District, a non-profit but service oriented entity, envisions to improve the people’s quality of life, health and sanitation with sustainable water supply.



Reconnection Services

Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm WHO MAY AVAIL OF THE SERVICE:

-CUSTOMERS WHO REQUESTED FOR RECONNECTION OF MOWD WATER SERVICES

FEES: P150.00 HOW TO AVAIL OF THE SERVICE:


Of Activity Person

In-Charge Form

1 Get SERVICE REQUEST form At the frontline.

Give client Service Request Form 1 minute

frontliner

Service Re- quest Form

2 Submit fully accomplished ServiceRequest Form,together With the requirements

Received the accomplished Service Request Form with the requirements and verify accounts.

2 minutes

frontliner

Give back the form to the customer for payment

3 Pay to the Cashier Process payment and issue OR 3 minutes Cashier

4 Return to frontline and give to frontliner the service request form and the Official Receipt


1 minute

frontliner

Write the concessionaires name at the logbook for reconnection.

1 minute

frontliner

file the application form at the inspector file for inspection.

3 minutes

frontliner

Field Inspector will inspect the applicants vicinity on the next day

1 day

field inspector

Frontliner will get back all the SR forms from the inspector and verify remarks or action taken and approval for service connection

3 minutes

frontliner

Endorse SR form to Supervisor/Div. Manager for approval.

2 minutes

frontliner

Endorse paper to operations division for tapping.

2 minutes

frontliner

5 After a day, verify to office if the reconnection is approved.

Look for accomplished/approved and disapproved reconnection for verification.

3 minutes

frontliner

END OF TRANSACTION

*FOR RECONNECTION FEE OF SERVICE CONNECTION AFTER 15 DAYS, THE CONCESSIONAIRE WILL PAY P50.00 FOR INSPECTION FEE PLUS P150.00 RECONNECTION FEE. *FOR RECONNECTION AFTER A DAY TO 14 DAYS, ONLY P150.00 WILL BE PAID.

___________________________________________________________________________________________________________

“Water, the Hub of Life.”


Division Manager-B-Commercial

METRO OZAMIZ WATER DISTRICT LIST OF SERVICES

TYPE OF SERVICES FEES FORMS PROCESSING

TIME PERSON RESPONSIBLE/

LOCATION

SERVICE REQUESTS

-New Tapping/New Application P1,250.00 Application Customer Service

Form and Contract 2-3 days Personnel

-Reconnection Recon.fee Service Request Form

1 hour Customer Service Personnel,

Reconnection before 15 days P150.00 Plumber, Inspector

Reconnection after 15 days P200.00 Service Request

Form 1 hour

Customer Service Personnel,

Plumber, Inspector

-Disconnection (None) Service Request

Form 45 minutes


Plumber, Inspector

-Transfer Tapping (None) Service Request

Form 30-40 minutes


Plumber, Inspector

-Replace Meter (None) Service Request 30-40 minutes C.S. Personnel, Plumber,

Inspector

-Stolen Meter (None) Service Request 30-40 minutes C.S. Personnel, Plumber,

Inspector

-Damaged Meter (None) Service Request 30-40 minutes C.S. Personnel, Plumber,

Inspector

-Transfer of Responsibility P200.00 Service Request

Form 30 minutes

C.S. Personnel, Plumber, Inspector

-High Consumption (None) Service Request

Form 1 day

Customer Service Personnel, Plumber, Inspector

-Special Reading Form 30 minutes Meter Readers

ENTERTAIN COMPLAINTS, INFORMATION & RECORDS MANAGEMENT

10-20 minutes Division Manager and Customer

Service

CONDUCT ORIENTATION SEMINAR

30 minutes Customer Service Assistant

PHONE-IN INQUIRIES ON MOWD MATTERS

5 minutes Customer Service Personnel

Illegal connections/fraudulent practices of customers

10-30 minutes Division Manager/General

Manager

OPERATIONS SERVICES Engineering staff

FINANCE SERVICES Finance staff

* fees are subject to changes by 2009 and periodically thereafter

________________________________________________________________________________________________________ “Dripping water hollows out a stone.”


Membership for New Applicants Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm

WHO MAY AVAIL OF THE SERVICE: -CUSTOMERS WHO WANTED TO AVAIL MOWD WATER SERVICES. WHAT ARE THE REQUIREMENTS: Refer to page 36

FEES: P1,250.00 HOW TO AVAIL OF THE SERVICE:


of Activity

Person In-harge

Form

1 Get application form at the frontline with the contract

-Give client Application Form 1 minute frontliner Application

Form

2 Submit the fully accomplished application form,together with the requirements

-Evaluate. and validate each of the requirements -Check/verify against the master list. Affix initials and date verified. -review the application forms; requirements and contract.

10 minutes

frontliner

3 Receive application form and proceed to the cashier

-Give the processed Application Form and instruct the client to pay the installation fee and inspection fee at the Cashier.

2 minutes

frontliner

4 Pay to the Cashier -Process payment and issue O.R 3 minutes Cashier

5

Return to frontline and give to frontliner the application form and the Official Receipt

Receive the processed application and official receipt.


Encode personal date/write personal data of the applicant with the date of the O.R. at the logbook for new applicant. File the application form at the inspector file for inspection.


Fiield Inspector will inspect the applicant’s vicinity on the next day.

1 day field

inspector

Frontliner will get back all the ap- placation forms from the inspector and verify remarks or action taken and approval for service connection


6

Attend Orientation Seminar (Orinetation Seminar is held every Wednesdays/Fridays 2 – 3 P.M. The customer has the op- tion on what day they are available.

Conduct orientation seminar. 1 hour Customer

service assistant

___________________________________________________________________________________________________

“ Life originated in the sea, and about eighty percent of it is still there.”


Membership for New Applicants (continuation) Schedule of Availability of Service Monday – Friday 8:00 am – 5:00 pm FEES: (NONE)


of Activity Person

In-Charge Form

7

Verify after three days if application is approved or disapproved after inspection.

Check application form if approved By the inspector and verify remarks.


Verify old inactive accounts to check if the applicant is not included in the block listed inactive accounts.


Endorse application form to Super- visor and to the Division Manager for approval.


Endorse application form to the Operation Division for tapping.


Tapping of the Service Connection 45 minutes Plumbers

END OF TRANSACTION

_______________________________________________________________________

“The cure for anything is salt water sweat, tears, or the sea.”


FOREWORD

Welcome to MOWD!

The MOWD Citizen’s Charter is provided as a helpful resource to you, our

Concessionaires. It contains useful information regarding many of the services

available to assist you. It also contains the MOWD profile, relevant information and

MOWD coverage.

Being familiar with this Citizen’s Charter or MOWD Handbook is an easy access to

provide you with your needs and offer you services with satisfaction. With your

feedback and comments, these would also help us improve our services to make

us more productive and grow professionally with excellence.

With great enthusiasm, MOWD is here to serve you with your water needs always

adhering to our commitment in the fulfillment of our mission and vision in providing

the people of Misamis Occidental with the safest, adequate and potable water.

MOWD Hotlines:

*0917-775-4911 *0998-998-2189

Commercial Division -Monday to Friday: 8:00 A.M. to 5:00 P.M.

Guard

-Monday to Friday: 5:00 P.M. to 8:00 A.M. -Saturdays; Sundays & Holidays 24 hours

GM’s Office (088) 521-4430

Operations & Engineering (088) 521-0339

Administrative Division (088) 521-1743


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