M
Misamis O
Occidental W
Water D
District
Maningcol, Ozamiz City
Tel. Nos.(088) 521-0339/521-1743
CITIZEN’S CHARTER
A handbook on Water District Frontline Services
Cocok Pumping Station
Carangan Pumping Station
Nailon Pumping Station
Bacolod Pumping Station
MOWD 2014 DATA BASE UPDATE
Kindly fill up the spaces provided for:
Last Name
N O.
0 9
First (Given) Name
Street
M.I.
Barangay
Contact No. (Mobile Phone)
Landline
---------------------------------------------------------------------------------------------------------------------------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 Misamis Occidental
Water District (MOWD)?
(Na kontento ka ba sa serbisyo nga gihatag sa Misamis Occidental Water District (MOWD)?
YES
2.
NO
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.
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.
Signature
MOWD Subscriber Account No.
MOWD Citizen’s Charter
MOWD Citizen’s Charter
annexes
DIRECTORY
Commercial Division (088)521-0339
Division Manager - B
-Ms. Rosemarie C. Delos Reyes
Utilities/Customer Service Officer A -Designate
-Ms. Vivian C. Unsing
Utilities/Customer Service Officer B
-Ms. Guillie Teresita G. Galo
Frontline Services: Inquiries, New Application, and Complaints
Laborer 1
-Ms. Charelle Joy B. Macalisang
Laborer 1
-Ms. Kristy Mae S. Gador
Billing Services
Utility Worker B
-Mr. Jovie T. Mazo
Laborer 1
-Mr. Jofiel A. Gordove
Utility Worker B
-Ms. Hana L. Hallares
Utilities/Customer Service Asst. A
-Ms. Anna Rutchel M. Olegario
Marketing and Disconnection
Utilities/Customer Service Officer B
-Ms. Guillie Teresita G. Galo
Utility Worker A
-Ms. Josephine J. Jambora
Laborer 1
-Ms. Maricel P. Evangelista
Sr. Sewerage Maintenance Man A
-Mr. Jaime L. Fuentes
Utility Worker B
-Mr. Fernando M. Lanzaderas
MOWD Citizen’s Charter
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 -AFCGS/HR
-Ms. Faith T. Ellacer
Senior Corporate Accountant A
-Ms. Nodecca Zsahoney B. Tagala
Supervising Industrial Relation Management Officer A
-Engr. Anecita M. Galorio
Administrative General Service
-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.
Tudela Sub-system
Utilities/Customer Service Officer A –TWS OIC
MOWD Citizen’s Charter
-Ms. Susan R. Babayran
MOWD
D
CITIZEN’S CHARTER
((S
S
s
13
3))
Seerriiees
s2
20
01
A Handbook
On The District
Frontline Services
MEMBERS OF THE BOARD OF DIRECTORS
Dir. Edgardo C. Demayo
Dir. Bede G. Gata
Dir. Rebecca A. Barbo
Dir. Alein G. Quinones
Dir. Jorge C. Neri
-Chairman
-Vice Chairman
-Secrretary
-Member
-Member
annexes
MOWD Citizen’s Charter
1
MOWD Citizen’s Charter
38
MISAMIS OCCIDENTAL WATER DISTRICT
Maningcol, Ozamiz City
BOARD OF DIRECTORS
Office of the Chairman of the Board
MESSAGE
Moral questions are beginning to tear at the fundamentals of our value system such
as public service, integrity, excellence, and professionalism.
The misuse of public office for private gain, red tape, too many discretionary powers,
inadequate internal control, greed economic need and our culture are few factors to breed
corruption. Corruption damages the fundamentals of our value system; the vision of the Misamis
Occidental Water District (MOWD) of becoming a model agency to deliver basic services to our
concessionaires and a high esteem of reputation we took time to build.
Let us not accept the perception of social tolerance of corruption-that nothing can be
done about it. This is the time to change. Let us fight against graft and corruption. Let us
provide tool to be ready for a change and become a value-motivated workforce. Fighting against
it is still an uphill battle to get some officials and employees to put stop in committing acts of
corruption, and allow corruptive habit ruin our government’s effort on bringing about good
governance. There are few who do not want to really “let it go”.
Reforms/change frightens, instead feel secure retaining illicit behaviors of corruption
which has become a way of life. Sometimes one bad act can spoil the image of our entity, and
we need to keep at it for a long time to build trust.
Doing quality services, and good performance with our “pledge of commitment are our
best propaganda”.
I would be the first to admit that one who puts commitment first is more likely to secure
in conquering the path towards our vision and combat corruption in all sectors of society.
(SGD) DIR EDGARDO C. DEMAYO
BOD CHAIRMAN
MOWD Citizen’s Charter
37
MOWD Citizen’s Charter
2
LIST OF REQUIREMENTS TO AVAIL SERVICES
Requirements for New Applicants:
- Submit 2 pcs. 2 x 2 picture/photo
- Submit 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
- Inspection Fee
(P1,200.00)
(P 50.00)
Requirements for Reconnection:
- Submit 2 pcs.2 x 2 picture/photo
- Submit 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
- Inspection Fee
(P150.00)
(P 50.00) for S/C not yet reconnected after 15 days.
Requirements for Transfer of Responsibility:
-
Submit 2 pcs. 2 x 2 picture/photo
Submit Photocopy of valid I.D.
Authenticated Birth Certificate
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
OFFICE OF THE GENERAL MANAGER
MOWD Citizen’s Charter
3
MOWD Citizen’s Charter
36
ACCOUNTING / FINANCE SERVICES
Schedule of Availability of Services
Monday – Friday
8:00 am – 5:00 pm
MISAMIS OCCIDENTAL WATER DISTRICT
WHO MAY AVAIL OF THE SERVICE?
- SUPPLIERS & PAYEE
Maningcol, Ozamiz City
Office of the General Manager
FEES: ( NONE )
HOW TO AVAIL OF THE SERVICE:
Step
1
MESSAGE
Applicant / Client
Suppliers/payee endorse
required documents to
accounting staff.
Service Provider
Received all required documents the
suppliers and payee.
Scrutinize, review and check all submitted documents as to completeness, lawful and proper.
Process and prepare all scrutinize and
checked documents.
Forward to the Cost Center who is responsible for the expenses for signing
Forward to the finance Officer for approval as to funds/cash available
Forward to the SICO(Senior Internal
Control Officer) for pre-Audit.
Forward to the General Manager for
approval.
Forward to the Cashier for check issuance for payment.
END OF TRANSACTION
Duration
Of Activity
3 minutes
Person
In-charge
Accounting staff
Purchasing agent
5 minutes
Accounting staff
3 minutes
Accounting staff
5 minutes
Responsible offiCers
5 minutes
Finance Officer
5 minutes
Auditor
3 minutes
General Manager
20 minutes
Cashier
Form
MOWD
voucher
The Misamis Occidental 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 simpilified 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
“Water is the driver of nature.”
MOWD Citizen’s Charter
35
MOWD Citizen’s Charter
4
Contents
Foreword
I
Messages:
Director Ernie F. Bandala
BOD Chairman ………………………………………………………………………………... II
Engr. Ferdinand D. Revelo
General Manager ………………………………………………………………………………… III
About Mowd
MOWD Profile ……………………………………………………………………………………. 7
Certificate of Conformance ……………………………………………………………………… 15
Mission Vision ……………………………………………………………………………………. 16
Organizational Structure of MOWD ……………………………………………………………. 17
District Services
List of Services ……………………………………………………………………………………
Membership for New Applicants…………………………………………………………………
Reconnection Services ………………………………………………………………………….
Temporary Closure / Disconnection Services…………………………………………………
Transfer Tapping / Transfer Meter / Changed Tapping………………………………………
Change Meter / Meter Stuck-up / MeterTest / Meter Leak…………………………………...
No Water / Dirty Water / Water with Taste or Odor…………………………………………..
Low Pressure / High Pressure………………………………………………………………….
Special Reading………………………………………………………………………………….
High Consumption……………………………………………………………………………….
Response to Inquiries on MOWD Matters…………………………………………………….
Type of Services – Operations…………………………………………………………………
Specific Operations Services…………………………………………………………………..
Accounting / Finance Services…………………………………………………………………
List of Requirements to Avail Services………………………………………………………..
19
20
22
23
24
25
26
27
28
29
30
32
33
35
36
Annexes
Board Resolution No.
…………………………………………………………………… 37
Directory ………………………………………………………………………………………… 39
MOWD 2009 Data Base Update ………………………………………………………………
ADMINISTRATIVE DIVISION
MOWD Citizen’s Charter
5
MOWD Citizen’s Charter
34
MOWD GEOGRAPHICAL LOCATION
SPECIFIC OPERATIONS SERVICES:
Steps
Applicant / Client
(steps are repeated
for every services
rendered)
refer page 1
Service Provider
>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 bacTeriological testing
b. daily chlorine residual
c. physical & chemical testing
d.fuel, material requisition and delivery to different pumping station
e. flushing
Duration
of Activity
1 hour
45 minutes
Person
In-charge
Plumber
Plumber
45 minutes
Plumber
10-20 mins.
10-20 mins.
Inspector
Engineering
Personnel
Inspector
Inspector
Inspector
10 minutes
10 minutes
45 minutes
1 hour
10 minutes
45 minutes
45 minutes
45 minutes
45 minutes
10 minutes
Plumber
Plumber
Inspector
Plumber
Plumber
Plumber
Plumber
Inspector
1 day
Office persoNnel
3 hours(1015 samples)
1-2days once a year
Office persoNnel
Office persoNnel
Foreman /
Supervisor
4 hours
8 hours quar
Terly
1.5-2.0 hours per S/C
Form
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
f. rehabilitation of service connection
Plumber (2)

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 Citizen’s Charter
33
MOWD Citizen’s Charter
6
I.
TYPE OF SERVICE – OPERATIONS
Schedule of availability of Service
Monday – Friday
8:00 am – 5:00 pm
MISAMIS OCCIDENTAL WATER DISTRICT PROFILE
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
A. The District
The Misamis Occidental 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.
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
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.
FEES: (NONE)
HOW TO AVAIL OF THE SERVICE:
Step
1
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
Misamis Occidental Water District was born and LWUA awarded the Conditional
Certificate of Conformance (CCC) No. 010, copy attached.
Applicant / Client
Service Provider
Fill out necessary forms at the
Frontline for specified complaints/
services needed.
Verify service request or maintenance order (after 1-3 days from
the transaction)
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.
III.
OUTLINE OF THE SERVICE AREA
A.
OZAMIZ-CLARIN SUB SYSTEM
7
10 minutes
Distribute forms to assigned
supervisor/
10 minutes
Foreman for assignment.
30-40 mins.
Withdrawal of materials.
Arrange accomplishments forms for verifications.
Give duplicate copy of
10 minutes
accomplishments
to commercial / frontline.
END OF TRANSACTION
Person
In-Charge
Engineering
Personnel
Engineering
Personnel
Engineering
Personnel
plumber
Form
Service request
Form/
maintenance
Order form
Service request
Form/maintenance
Order form.
Service request
Form/maintenance
Order form.
Engineering
personnel
__________________________________________________________________________________
“All the water that will ever be is, right now.”
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
MOWD Citizen’s Charter
Received and verify maintenance order
and service request from the commercial division.
20 minutes
Record all maintenance order and service request.
2
Duration
of Activity
MOWD Citizen’s Charter
32
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.
OPERATIONS DIVISION
MOWD Citizen’s Charter
31
MOWD Citizen’s Charter
8
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.
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:
Step
1
Applicant / Client
Request for assistance via
phone.
Service Provider
Duration
of Activity
Get personal data of the client
and details of request.
2 minutes
Reply to simple inquiries
15-20 mins.
Refer to concerned person if request entails it.
Log-in calls and the clients
number.
Person
In-Charge
Frontliner,customer service
assistants
Frontliner,customer service
assistants
Frontliner,customer service
assistants
Frontliner,customer service
assistants
Form
END OF TRANSACTION
________________________________________________________________________
“A river seems a magic thing. A magic, moving, living part of the very earth itself.”
MOWD Citizen’s Charter
9
MOWD Citizen’s Charter
30
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:
Step
1
2
Applicant / Client
Fill out maintenance Order form
At the frontline.
Submit the fully accomplished
Service Request Form.
Service Provider
Get personal data of the client and
details of request.
Receive the accomplished Maintenance
Order Form and verify accounts.
Write the concessionaire’s name at the
logbook for Maintenance Order.
Endorse M.O. form to Supervisor/Div.
Manager for approval.
Endorse paper to operations division
for inspection.
END OF TRANSACTION
Duration
of Activity
Person
In- Charge
2 minutes
Frontliner
2 minutes
Frontliner
1 minute
Frontliner
2 minutes
Frontliner
2 minutes
Frontliner
Form
Maintenance
Order
form
__________________________________________________________________________
“When the well’s dry, we know the worth of water.”
MOWD Citizen’s Charter
29
MOWD Citizen’s Charter
10
TOTAL SERVICE CONNECTIONS
As of October 2014
Total Service Connections
Ozamiz City
Tudela Sub-system
CONSOLIDATED Service
Connections
Active Connections
Inactive Connections
17,841
12,846
4,995
1,643
873
770
19,484
13,719
5,765
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 )
HOW TO AVAIL OF THE SERVICE:
Step
1
2
Applicant / Client
Service Provider
Get Maintenance Order form at
the frontline.
Get personal data of the client and
details of request.
Submit the fully accomplished
Maintenance Order Form.
Receive the accomplished Service
Request Form and verify accounts.
Write the concessionaire’s name at
logbook for special reading.
Endorse M.O. form to Supervisor/
Div. Manager for approval.
Endorse paper to meter readers for
special reading.
END OF TRANSACTION
Duration
of Activity
Person
In-Charge
2 minutes
frontliner
2 minutes
frontliner
1 minute
frontliner
2 minutes
frontliner
2 minutes
frontliner
Form
Maintenance
Order
form
_______________________________________________________________________________________
“To live by a large river is to be kept in the heart of things.”
MOWD Citizen’s Charter
11
MOWD Citizen’s Charter
28
MOWD ZONES/AREA AND ITS LOCATION
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:
Step
1
2
Applicant / Client
Service Provider
Fill out maintenance Order form at the
frontline.
Get personal data of the client and
details of request.
Submit the fully accomplished Service
Request Form.
Receive the accomplished maintenance Order Form and verify
accounts.
Write the concessionaire’s name at
the logbook for Maintenance Order.
Endorse M.O. form to Supervisor/
Div. Manager for approval.
Endorse paper to operations division
for inspection.
END OF TRANSACTION
Duration
of Activity
Person
In-Charge
2 minutes
frontliner
2 minutes
frontliner
1 minute
frontliner
2 minutes
frontliner
2 minutes
frontliner
Form
Maintenance
Order
form
_________________________________________________________________________
“You could not step twice into the same rivers: for other waters are ever flowing on to you.”
MOWD Citizen’s Charter
27
No.
Zones
Area
No. of S. C.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
011
012
013
014
015
016
017
031
032
033
034
035
036
037
051
052
053
054
055
056
057
071
072
073
074
075
076
077
091
092
093
094
095
096
097
101
111
112
113
Lam-an
Lam-an
Lam-an
Bañadero
Calabayan
Carangan/Clabayan
Bañadero
Carangan
Carangan
Bañadero
Lam-an/Bañadero
Bañadero
Bañadero
Carangan
Bañadero
Bañadero/Carangan
Carangan
Tinago/Malaubang
Malaubang
Malaubang
Bañadero
Malaubang
Carangan
Malaubang
Bañadero
Bagakay
Molicay
Malaubang
Malaubang
Malaubang
Bagakay
Malaubang
Tinago
Bagakay/Bañadero
Bagakay/Cogon
Malaubang
Lam-an
Tinago
Lam-an
111
107
108
101
130
139
83
103
119
98
91
100
99
95
103
124
111
99
128
91
98
88
140
89
110
95
109
88
122
93
101
88
119
111
71
175
137
99
106
MOWD Citizen’s Charter
12
MOWD ZONES/AREA AND ITS LOCATION
No.
Zones
Area
No. of S. C.
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
114
115
116
117
131
132
133
134
135
136
137
151
152
153
154
155
156
171
172
173
174
175
191
192
193
194
195
196
197
211
212
213
214
215
231
232
233
234
235
Tinago
Tinago
50th Brgy
Tinago
Tinago
Tinago
50th Brgy
50th Brgy/Lam-an
50th Brgy
50th Brgy
Tinago
50th Brgy/Lawis
Triunfo/Sta.Cruz
Sta. Cruz
Triunfo
Triunfo
San Roque
Triunfo
Annex
Annex
Annex
Annex
Annex
Annex
Catadman
Catadman
Aguada
Annex
Catadman
Aguada
Catadman
Aguada
Aguada
Aguada
Aguada
Aguada
Aguada
Aguada
Aguada/Carangan
77
81
100
78
100
85
95
130
87
103
103
97
102
91
100
149
107
123
116
126
119
104
99
116
97
96
138
84
83
109
121
90
100
72
114
124
99
121
120
MOWD Citizen’s Charter
13
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 )
HOW TO AVAIL OF THE SERVICE:
Step
1
2
Applicant / Client
Service Provider
Fill out maintenance Order
form at the frontline.
Get personal data of the client and
details of request.
Submit the fully accomplished
Maintenance Order Form.
Receive the accomplished maintenance Order Form and verify
accounts.
Write the concessionaire’s name at
the logbook for Maintenance Order.
Endorse M.O. form to Supervisor/
Div. Manager for approval.
Endorse paper to operations division for inspection.
END OF TRANSACTION
Duration
Of- Activity
Person
In-Charge
2 minutes
Frontliner
2 minutes
frontliner
1 minute
frontliner
2 minutes
frontliner
2 minutes
frontliner
Form
Maintenance
Order
form
________________________________________________________________________
“A river is the report card for its watershed.”
MOWD Citizen’s Charter
26
CHANGE METER / METER STUCK-UP / METER TEST / METER LEAK
Schedule of Availability of Service
Monday – Friday
8:00 am – 5:00 pm
MOWD ZONES/ AREA AND ITS LOCATION
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
1
2
3
4
Applicant / Client
Get SERVICE REQUEST form at
the frontline.
Submit the fully accomplished
SerVice Request Form.
Pay to the Cashier
Return to frontline and give to
frontliner the service request
form and the Official Receipt.
Service Provider
Get personal data of the client and
details of request.
Receive the accom[plished Service
Request Form and verify accounts.
Give back the form to the customer
for payment of current bill and inspection fee.
Process payment and issue O.R.
Receive the processed SR form
and official receipt.
Write the concessionaire’s name
at the logbook for temporary clo-sure.
Endorse SR form to Supervisor/
Div. Manager for approval.
Endorse paper to operations division for change meter.
END OF TRANSACTION
Duration
Of Activity
Person
In-Charge
2 minutes
frontliner
2 minutes
frontliner
1 minute
3 minutes
frontliner
Cashier
1 minute
frontliner
1 minute
frontliner
2 minutes
frontliner
2 minutes
frontliner
Form
Service
Request
Form
_________________________________________________________________________________________
“To put your hands in a river is to feel the chords that bind the earth together.”
MOWD Citizen’s Charter
25
No.
Zones
Area
No. of S. C.
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
236
251
252
253
254
255
271
272
273
274
275
276
291
292
293
294
295
296
311
312
313
314
315
316
331
332
333
334
335
351
352
353
354
355
356
357
371
372
373
374
391
Aguada
Aguada
Aguadal
Catadman
Maningcol
Maningcol
Maningcol
Bacolod
Maningcol
Maningcol/Gango/Doña C
Doña Consuelo
Bacolod
Maningcol
Doña Consuelo
Gango
Labo
Labo
Maningcol
Gango
Embargo
Gango
Gango/San Antonio
Gango
Doña Consuelo/San Antonio
Gata Diot
Lapasan
Pob.1/Pob.4, Clarin
Pob.2, Clarin
Pob.1, Clarin
Pob.3, Clarin
Lapasan
Lapasan
Pob.1/Pob.4, Clarin
Pob.1/Pob.4, Clarin
Pob.3, Clarin
Lapasan
Mialen, Clarin
Tinaclaan, Clarin
Kinangay Norte
Gata Daku/Kinangay Sur
Canicapan
71
100
120
93
98
95
102
94
106
108
104
113
85
122
105
104
101
94
116
76
112
110
116
92
136
98
101
130
86
114
116
107
93
109
94
123
129
105
86
134
61
MOWD Citizen’s Charter
14
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:
Step
1
2
3
4
Applicant / Client
Get SERVICE REQUEST form
At the frontline.
Submit the fully accomplished
Service Request Form.
Pay to the Cashier
Return to frontline and give to
Frontliner the service request
formand the Official Receipt.
Service Provider
Get personal data of the client and
details of request
Received the accomplished Service
Request Form and verify accounts.
Give back the form to customer for
payment of current bill/inspection
fee.
Process payment and issue O.R.
Receive the processed SR form and
Official Receipt.
File the application form at the
inspector file for inspection.
Field Inspector will inspect the
applicants vicinity on the next day.
Frontliner 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.
Endorse SR form to Supervisor/Div.
Manager for approval.
Endorse paper to operations
division
for transfer tapping/transfer meter.
END OF TRANSACTION
Duration
of Activity
Person
In-Charge
2 minutes
Frontliner
2 minutes
frontliner
3 minutes
Cashier
1 minute
frontliner
3 minutes
frontliner
1 day
field
inspector
1 minute
frontliner
2 minutes
frontliner
2 minutes
frontliner
Form
Service
Request
Form
_______________________________________________________________________________________
“All streams flow into the sea, yet the sea is never full. To the place the streams come
from, there they return again.”
MOWD Citizen’s Charter
15
MOWD Citizen’s Charter
24
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
1
Get SERVICE REQUESTS
(SR) form at the frontline.
Get personal data of the client and
details of request.
2
Submit the fully accomplished
Service Request Form.
Receive the accomplished
Service Request Form and
verify accounts.
Give back the form to the customer for payment of current
bill.
Process payment and issue
O.R.
Receive the processed SR
form and official receipt.
3
Pay to the Cashier
4
Return to frontline and give to
frontliner the service request
form and the Official Receipt
Write the concessionaire’s
name at the logbook for temporary closure.
Endorse SR form to Supervisor/Div. Manager for approval
Endorse paper to operations
division for temporary closure.
Duration
of Activity
Person
In-Charge
2 minutes
frontliner
2 minutes
frontliner
2 minutes
frontliner
3 minutes
Cashier
1 minute
frontliner
1 minute
frontliner
2 minutes
frontliner
2 minutes
frontliner
Form
Service
Request
Form
END OF TRANSACTION
____________________________________________________________________________
Misamis Occidental Water District, a non-profit but service
oriented entity, envisions to deliver to the consuming public a
secured, adequate, safe, potable water where people are
environmentally concerned, water conscious and satisfied with
the quality of service.
We are committed to the improvement of the quality of life of the
consuming public by providing a 24 hours, safe, adequate and
affordable potable water supply, in an environment where
inspired leadership and dedicated employees promote highest
quality service.
“Don’t throw away the old bucket until you know whether the new one holds water.”
MOWD Citizen’s Charter
23
MOWD Citizen’s Charter
16
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:
Step
1
2
3
4
5
Applicant/Client
Get SERVICE REQUEST form
At the frontline.
Submit fully accomplished
ServiceRequest Form,together
With the requirements
Pay to the Cashier
Return to frontline and give to
frontliner the service request
form and the Official Receipt
After a day, verify to office if the
reconnection is approved.
Service Provider
Give client Service Request
Form
Received the accomplished Service Request Form with the requirements and verify accounts.
Give back the form to the
customer for payment
Process payment and issue OR
Receive the processed SR form
and official receipt.
Write the concessionaires name
at the logbook for reconnection.
file the application form at the
inspector file for inspection.
Field Inspector will inspect the
applicants vicinity on the next
day
Frontliner will get back all the SR
forms from the inspector and verify remarks or action taken and
approval for service connection
Endorse SR form to Supervisor/
Div. Manager for approval.
Endorse paper to operations
division for tapping.
Look for accomplished/approved
and disapproved reconnection
for verification.
Duration
Of Activity
Person
In-Charge
1 minute
frontliner
2 minutes
frontliner
3 minutes
Cashier
1 minute
frontliner
1 minute
frontliner
3 minutes
frontliner
1 day
field inspector
3 minutes
frontliner
2 minutes
frontliner
2 minutes
frontliner
3 minutes
frontliner
Form
Service Request Form
END OF TRANSACTION
*FOR RECONNECTIONOF 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 FOR RECONNECTION FEE.
___________________________________________________________________________________________________________
“Water, the Hub of Life.”
MOWD Citizen’s Charter
17
MOWD Citizen’s Charter
22
Membership for New Applicants (continuation)
Schedule of Availability of Service
Monday – Friday
8:00 am – 5:00 pm
FEES: (NONE)
Step
Applicant/Client
Duration
of Activity
Person
In-Charge
3 minutes
frontliner
Verify old inactive accounts to check
if the applicant is not included in the
blocklisted inactive accounts.
2 minutes
frontliner
Endorse application form to Supervisor and to the Div ision Manager
for approval.
2 minutes
frontliner
Endorse application form to the
Operation Division for tapping.
2 minutes
Frontliner
Tapping of the Service Connection
45 minutes
Plumbers
Service Provider
7
Verify after three days if application is approved or disapproved after inspection.
Check application form if approved
By the inspector and verify remarks.
Form
END OF TRANSACTION
_______________________________________________________________________
“The cure for anything is salt water sweat, tears, or the sea.”
COMMERCIAL DIVISION / TUDELA SUB-SYSTEM STAFF
MOWD Citizen’s Charter
21
MOWD Citizen’s Charter
18
MISAMIS OCCIDENTAL WATER DISTRICT
LIST OF SERVICES
TYPE OF SERVICES
SERVICE REQUESTS
-New Tapping/New Application
-Reconnection
Reconnection before 15 days
Reconnection after 15 days
FEES
FORMS
P1,250.00
Application
Form and
Contract
Service Request
Form
Service Request
Form
Service Request
Form
Service Request
Form
Service Request
Service Request
Service Request
Service Request
Form
Service Request
Form
Recon.fee
P150.00
P200.00
-Disconnection
(None)
-Transfer Tapping
(None)
-Replace Meter
-Stolen Meter
-Damaged Meter
-Transfer of Responsibility
(None)
(None)
(None)
P200.00
-High Consumption
(None)
PROCESSING
TIME
PERSON RESPONSIBLE/
LOCATION
2-3 days
Customer Service
Personnel
1 hour
1 hour
45 minutes
30-40 minutes
30-40 minutes
30-40 minutes
30-40 minutes
30 minutes
Customer Service Personnel,
Plumber, Inspector
Customer Service Personnel,
Plumber, Inspector
Customer Service Personnel,
Plumber, Inspector
Customer Service Personnel,
Plumber, Inspector
C.S. Personnel, Plumber, Inspector
C.S. Personnel, Plumber, Inspector
C.S. Personnel, Plumber, Inspector
C.S. Personnel, Plumber, Inspector
1 day
Customer Service Personnel,
Plumber, Inspector
30 minutes
Meter Readers
ENTERTAIN COMPLAINTS,
INFORMATION & RECORDS
MANAGEMENT
10-20 minutes
Division Manager and Customer
Service
CONDUCT ORIENTATION SEMINAR
PHONE-IN INQUIRIES ON MOWD
MATTERS
30 minutes
Customer Service Assistant
5 minutes
Customer Service Personnel
Illegal connections/fraudulent practices of
customers
10-30 minutes
Division Manager/General Manager
-Special Reading
Form
OPERATIONS SERVICES
Engineering staff
FINANCE SERVICES
Finance staff
* fees are subject to changes by 2009 and periodically thereafter
___________________________________________________________________________________________________________________
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 38
FEES: P1,250.00
HOW TO AVAIL OF THE SERVICE:
Step
1
2
Applicant/Client
Get application form at the
frontline with the contract
Submit the fully accomplished
application form,together with
the requirements
3
Receive application form and
proceed to the cashier
4
5
Pay to the Cashier
Return to frontline and give to
frontliner the application form
and the Official Receipt
Service Provider
-Give client Application Form
-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.
-Give the processed Application
Form and instruct the client to
pay the installation fee and
inspection fee at the Cashier.
-Process payment and issue O.R
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.
6
Attend Orientation Seminar
(Orinetation Seminar is held
every Wednesdays/Fridays
2 – 3 P.M.
The customer has the option on what day they are
available.
Frontliner will get back all the applacation forms from the inspector
and verify remarks or action taken
and approval for service connection
Conduct orientation seminar.
Duration
of Activity
1 minute
Person
In-Charge
frontliner
10 minutes
frontliner
2 minutes
3 minutes
frontliner
Cashier
3 minutes
frontliner
3 minutes
frontliner
1 day
field inspector
3 minutes
1 hour
frontliner
Customer service assistant
Form
Application
Form
“Dripping water hollows out a stone.”
____________________________________________________________________________________________________________
“ Life originated in the sea, and about eighty percent of it is still there.”
MOWD Citizen’s Charter
19
MOWD Citizen’s Charter
20
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.