I. Mandate

Pursuant to Presidential Decree No. 198 (Provincial Water Utilities Act of 1973), the Metro Bangued Water District was formed for the purpose of the following:

 

·        Acquiring, installing, improving, maintaining and operating water supply and distribution systems for domestic, industrial, municipal and agricultural uses for residents and lands within the boundaries of such districts;

·  Providing, maintaining and operating wastewater collection, treatment, and disposal facilities; and

·    Conducting such other functions and operations incidental to water resource development, utilization and disposal within such
districts, as are necessary or incidental to said purpose.

(Presidential Decree No. 198, Chapter II, Sec. 5)

II.           Vision

The Metro Bangued Water District (MBWD) envisions a highly dependable water utility that provides water and sanitation service employing technical systems for the benefit of all the populace by 2023.

III.        Mission

The Metro Bangued Water District is tasked to provide adequate, safe and potable water supply including effective sanitation service contributing to the improvement of the quality of life of the residents of Bangued and its neighboring towns.

IV.        Performance Pledge

We, the officers and employees of Metro Bangued Water District pledge and commit to uphold our corporate values:

Work for the conservation and preservation of our water resource through watershed management, information campaign and close coordination with our stakeholders;

Act professionally, practice sound financial management, comply with statutory and regulatory requirements, effective leadership, commit to continual improvement, all with resolute integrity;

Treat each colleague as member of the team, manifest gender sensitivity and transact with utmost courtesy;

Excellent customer service through prompt response to calls and complaints, no noon break policy and ensure 24/7 delivery of potable water service; and

Responsive to needs of our internal customers, other interested parties and the general public

 

 

CORE VALUES

Excellent Service

Professionalism

Environmental Stewardship

Commitment to our Interested Parties

Teamwork

 

VI. A. Service Title: Application for Water Service Connection

 

           

Office or Division

            

Commercial Division
           

Classification:

            

Simple
           

Type of Transaction:

            

G2C – Government to Citizen
           

Who may avail:

            

Customers
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
           

Photocopy
of one (1) valid government issued ID

            

Any
government establishment that issues valid government ID.
           

Barangay Clearance

            

Barangay Hall
           

Residence Certificate (current year)

            

Municipal Treasurer’s office
           

Barangay/municipal/DPWH permit (if road
crossing, road excavations, others)

            

Barangay Captain’s office /Office of the Municipal Engineer/Public Works and Highways office
           

Application Fees and materials

            

PACD Officer – Metro Bangued Water District
           

Attend Orientation/Seminar

            

Metro Bangued Water District Office
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.   Inquire from the “Public Assistance and Complaints Desk (PACD)” Officer on how to avail of the water service connection and installation.

            

1.   Provide
information on the service applied for and the requirements needed.

            

None

            

5 minutes

            

PACD Officer
           

2.  Submits requirements and fills-out service application form.

            

2.   Receives requirements check/verify and provide service application form, check filled
up forms.

            

None

            

12 minutes

            

PACD Officer
           

3.  Pays to the Cashier the corresponding fees.

            

3.   Accept the payment of New Service Connection Fee and issues official receipt.

            

New service connection fee – P4,900.00

            

3 minutes

            

Cashier
           

4.  Attend orientation / seminar

            

4.   Conduct orientation/seminar to explain the rules and regulations of the Metro Bangued
Water District regarding water service connections and schedules when to
install the service.

            

None

            

1 hour

            

Commercial Division Manager and
Technical Division Manager
           

5.  
 

            

5.  Site inspection/report preparation approval

            

None

            

1 hour

            

New service connection inspector
           

6.  
 

            

6.   Approval

            

None

            

5 minutes

            

Commercial Division Manager, Technical
Division Manager, General Manager
           

7.  Witness the installation of water connection and acknowledge the Maintenance Order.

            

7.  Installs the water service connection

            

None

            

2 hours

            

Technical crew
            

 

            

TOTAL:

            

Php4,900.00

            

4 hours and 25 minutes

            

 

 

VI. B. Service Title: Reconnection of Water Services

 

           

Office or Division

            

Commercial Division
           

Classification:

Simple
           

Type of Transaction:

            

G2C – Government to Citizen
           

Who may avail:

            

Customers with Inactive Connections
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
           

Official Receipt/Water bill receipt

            

Metro Bangued Water District office
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.  Make a request

            

1.   Issues statement of accounts

            

None

            

5 minutes

            

Customer Service Assistant
           

2.  Pay Water Bill and other chargers

            

2.    Accept payment and issue Official Receipt

            

a. Disconnected
for overdue account within 24 hours – no fee, 1 day to 7 days – 300.00, 8
days to 15 days – 500.00, 16 days to 1 month – 700.00, More than 1 month to 5
months – 1,000.00

Additional
Reconnection Fee:

Disconnected
service connection from tapping point – 300.00

b.      
Applied
Temporary disconnection – 300.00

*Water
Bill

            

5 minutes

            

Cashier
           

3.   Present
the official receipt to the PACD Officer / Commercial Division Manager

3.   Approve request

            

None

5 minutes

            

PACD/Commercial Division Manager
           

4.  Witness the installation of water service and acknowledge the Maintenance Order

            

4.   Reconnects
the water service

            

None

            

30 minutes

            

Technical crew
           

TOTAL:

            

*Depends on the consumption.

            

45 minutes

            

 

 VI. C. Service Title: Transfer of Service Connection

Office or Division

            

Commercial Division
           

Classification:

            

Simple
           

Type of Transaction:

            

G2C – Government to Citizen
           

Who may avail:

            

Active/Regular Concessionaires
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
           

Official Receipt/Water bill receipt

            

Metro Bangued Water District office
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.   Make a request to the PACD Officer for the transfer of service connection

            

1. Check filled up request form/provide information

            

None

            

5 minutes

            

PACD Officer
           

2.  Wait for schedule

            

2. Site Inspection

            

None

            

30 minutes

            

Service Connection Inspector
           

3.  
 

            

3. Approve Request

            

None

            

3 minutes

Commercial Division Manager

4. Pay to the cashier the required fees and charges. Secure an official receipt

            

4. Accept payment and issue official receipt

            

Variable depending on the extent of work to
be done

            

3 minutes

            

Cashier
           

5.  Witness the transfer of service line and acknowledge the maintenance order

            

5. Transfer meter / connection

            

None

            

2 hours

            

Technical Crew
           

TOTAL:

            

Variable depending on the extent of work to
be done

            

2 hours and 41 minutes

            

 

 

VI. D. Service Title: Request for Temporary Disconnection

           

Office or Division

            

Commercial Division
           

Classification:

            

Simple
           

Type of Transaction:

            

G2C – Government to Citizen
           

Who may avail:

            

Active/Regular Concessionaires
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
           

Personal Request of the registered concessionaire or any of his/her authorized representative

            

Owner/authorized representative of the Owner
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.  Report/Fill-up Request Form

            

1. Check
Filled-up Request Form/Provide Information

            

None

            

5 minutes

            

PACD Officer
           

2.  
 

2. Approve
request

            

None

            

3 minutes

            

Technical Division Manager
           

3.  Wait for schedule

            

3. Get the meter/and plugged the meter stand

            

None

            

1 hour

            

Technical Crew
           

TOTAL:

             

 

            

1 hour and 8 minutes

  

 VI. E. Service Title: Calibration of Water meter

 

           

Office or Division

            

Commercial Division
           

Classification:

            

Simple
           

Type of Transaction:

            

G2C – Government to Citizen
           

Who may avail:

            

Active/Regular Concessionaires
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
           

Water bill/Official Receipt

            

Metro Bangued Water District Office
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.  Report/Fill-up
Request Form

            

1. Check
Filled-up Request Form/Provide Information

            

None

            

5 minutes

            

Commercial Division Manager
           

2.  
 

            

2. Approve
request

            

None

            

3 minutes

            

Technical Division Manager
           

3.  Pay corresponding fees

            

3. Accept payment and issue Official Receipt

            

Php 200.00

            

3 minutes

            

Cashier
           

4.  Witness the calibration

            

4. Calibrate

            

None

            

1 hour

            

Technical Crew
           

TOTAL:

            

Php 200.00

            

1 hour and 11 minutes

             

 

 

VI. F. Service Title: Issuance of Promissory Note

           

Office or Division

            

Commercial Division
           

Classification:

            

Simple
           

Type of Transaction:

            

G2C – Government to Citizen
           

Who may avail:

            

Active/Regular Concessionaires
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
           

Water bill/Official Receipt

            

Metro Bangued Water District Office
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.   Request/Agree
on the date of payment and the amount to be paid

            

1. Provide
Information

            

None

            

5 minutes

            

Commercial Division Manager

2.  Execute Promissory Note

            

2. File signed Promissory Note

            

None

            

5 minutes

            

Commercial Division Manager
           

TOTAL:

             

 

            

10 minutes

             

 

 

VI. G. Service Title: Handling of Complaints (No Billing Notice, High Consumption billing, Erroneous Reading etc.)

Office or Division

            

Commercial Division
           

Classification:

            

Simple
           

Type of Transaction:

            

G2C – Government to Citizen
           

Who may avail:

            

Active/Regular Concessionaires
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
           

Water bill Receipt/Official Receipt

            

Metro Bangued Water District Office
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.  Report/Fill
up Complaint Form

            

1. Received
accomplished Complaint Form/Refer to Concerned Division

            

None

            

3 minutes

            

PACD Officer
           

2.   Wait for the result

            

2. Accommodate
Complaint

None

            

5 minutes

            

Concerned Division/Personnel
           

3.  Wait for the result

            

3. Initiate appropriate action or advise if necessary

            

None

            

45 minutes

            

Concerned Division/Personnel
           

TOTAL:

            

 

            

53 minutes

            

 

 

VI. H. Service Title: Payment

 

           

Office or Division

            

Finance Division
           

Classification:

            

Simple
           

Type of Transaction:

            

G2C – Government to Citizen
           

Who may avail:

            

Active/Regular Concessionaires
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
           

Water bill Receipt/Official Receipt

            

Metro Bangued Water District Office
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.  Present
water bill

            

1. Verify

            

None

1 minutes

            

Teller
           

2.  Pay water bill

            

2. Accept
payment and issue teller’s receipt

            

Depends on the consumption and amount stated
in the statement of account

            

3 minutes

            

Teller
           

TOTAL:

            

Depends on the consumption and amount stated
in the statement of account

            

4 minutes

             

 

 

In Case no water bill presented

 

           

1.  Inquire

            

1.  Verify

            

Depends on the consumption and amount stated
in the statement of account

            

3 minutes

            

PACD Officer
           

2.  Pay water bill

            

2. Accept payment and issue teller’s receipt

            

Depends on the consumption and amount stated
in the statement of account

            

3 minutes

            

Teller
           

TOTAL:

            

 

            

6 minutes

            

 

 

FOR NON WATER BILL

 

           

1.  Present bill statement

            

1. Verify

            

None

            

1 minute

            

PACD Officer
           

2.  Pay

            

2. Accept
payment and issue Official Receipt

            

Depends on the consumption and amount stated
in the statement of account

            

2 minutes

            

Cashier
           

TOTAL:

            

 

            

3 minutes

            

 

 

VI. I. Service Title: Request For In-House/After Meter Plumbing

Variable depending on the extent of work to be done, minimum of Php 300.00

           

Office or Division

Technical Division

Classification:

Simple
           

Type of Transaction:

            

G2C – Government to Citizen
           

Who may avail:

            

Active/Regular Concessionaires
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
           

Water bill Receipt/Official Receipt

            

Metro Bangued Water District Office

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.  Report Fill up Request Form

            

1. Check filled up request form/provide information

            

None

            

5 minutes

            

PACD Officer
           

2.  
 

            

2. Inspection/Cost
Estimation

            

None

            

45 minutes

            

Water/Sewerage Maintenance Man Supervisor
           

3.  
 

            

3. Approve
Request

            

None

            

15 minutes

            

Technical Division Manager/General
Manager
           

4.  Pay

            

4. Accept payment and Issue Official Receipt

              

3 minutes

            

Cashier
           

5.  Witnesses the in-house/After meter plumbing and acknowledge the maintenance order

            

5. Repair

            

None

            

2 hours

            

Technical Crew
           

TOTAL:

            

Variable depending on the extent of work to
be done, minimum of Php 300.00

            

3 hours and 8 minutes

             

 

 

VI. J. Service Title: Request For Repairs, Maintenance and Technical Assistance

MAIN LINES/SERVICE LINE LEAKS

 

           

Office or Division

            

Technical Division
           

Classification:

            

Simple
           

Type of Transaction:

            

G2C – Government to Citizen
           

Who may avail:

            

All Concerned Citizen
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
           

Water bill Receipt/Official Receipt

            

Metro Bangued Water District Office
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.  Report

            

1. Prepare Maintenance Order

            

None

            

5 minutes

            

PACD Officer
           

2.  
 

            

2. Inspection

            

None

            

1 hour

            

Water/Sewerage Maintenance Man
Supervisor
           

3.  
 

3. Approve
Request

            

None

            

10 minutes

            

Technical Division Manager
           

4.   Witnesses
the repair and acknowledge maintenance order

            

4. Repair

            

None

            

3 hours

            

Technical Crew
           

TOTAL:

            

None

4 hours 15 minutes

            

 

 

METER/GATE VALVE/METER STAND LEAKS

 

           

1.  Report

            

1. Prepare Maintenance Order

            

None

            

5 minutes

            

PACD Officer
            

2.  
 

             

2. Inspection

             

None

             

30 minutes

             

Water/Sewerage Maintenance Man
Supervisor
            

3.  
 

             

3. Approve

             

None

             

10 minutes

             

Technical Division Manager
           

4.  Witnesses how the service/maintenance request is acted upon and acknowledged the
service/maintenance order

            

4. Makes the
necessary action for the repair and maintenance of the service

            

None

            

1 hour

            

Technical Crew
           

TOTAL:

            

None

            

1 hour 45 minutes

            

 

 

LOW PRESSURE

 

           

1.  Report

            

1. Prepare
Maintenance Order

            

None

            

5 minutes

            

PACD Officer
           

2.  
 

            

2. Inspects
the site

            

None

            

1 hour

            

Water Service Connection Supervisor
           

3.  
 

            

3. Approve

            

None

            

10 minutes

            

Technical Division Manager
           

4.  Witnesses how the request is acted upon and acknowledge the maintenance order

            

4. Makes the
necessary action for the repair and maintenance of the service

            

None

            

3 hours

            

Technical Crew
           

TOTAL:

            

None

            

4 hours 15 minutes

            

 

 

HIGH CONSUMPTION

           

1.  Report/Fill-up
Request Form

            

1. Check
Filled-up Request Form

            

None

            

5 minutes

            

PACD Officer
           

2.  
 

            

2. Conduct
Investigation/Submit report

            

None

            

1 hour

            

PACD Officer
           

3.   Wait for the result

            

3. Inform/Advice
Concessionaire of the investigation/report

            

None

            

10 minutes

            

Commercial Division Manager
           

TOTAL:

            

None

            

1 hour 15 minutes

            

 

 

VI. K Service Title: Application of Leave

Granted to officials and employees (permanent, temporary, casual) not to report for work with or without pay as may be provided by law and as the rules prescribe in Rule XVI of Executive Order No. 292.

           

Office or Division

            

Administrative Division
           

Classification:

            

Simple
           

Type of Transaction:

            

G2C – Government to Government Employee
           

Who may avail:

            

Metro Bangued Water District Employee
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
   One (1) original copy of CSC Form No. 6 Application for leave   Administrative Division – HR
   One (1) original copy of Medical Certificate (for leave of absence exceeding 5 days sick leave)   Provided by Employee
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.  Proceed to Administrative Division to file a leave of absence

            

1. Provide CSC Form No. 6 Application for Leave to requesting employee

            

None

            

1 minute

            

Division Head Administrative Division
         

2. Fill-up the CSC Form no. 6 and submit to Administrative Division Head

       

2. Evaluate and sign Certification of Leave Credits form No. 6 Application for leave

            

None

            

1 minute

            

Division Head Administrative Division
           

3.  Wait for approval

            

3. Sign by the General Manager

            

None

            

1 minute

           

General Manager

Office of the General Manager
           

4. End of Transaction

            

4. Inform the employee if the request is approve or disapprove file and encode leave to employee leave record

            

None

            

2 minutes

         
Division Head   Administrative Division

 

VI. L Service Title: Request for Certificate of Employment

A certificate from the employer specifying the dates of an employee’s appointment and termination of his/her service and the type or types of work in which he/she is hired.

           

Office or Division

            

Administrative Division
           

Classification:

            

Simple
           

Type of Transaction:

            

G2C – Government to Government Employee
           

Who may avail:

            

Metro Bangued Water District Employees
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
For active employee 

Letter Request of Employee

 Provided by employee
For inactive employee 

Letter Request of Employee and Clearance (CS Form No. 7 Revised 2018)

 Provided by employee
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.  Proceed to Administrative Division and forward the letter of request for active employee and for inactive employee letter of request and clearance (CS form No. 7 Revised 2018)

            

1. Receive the letter of request for active employee and for inactive employee letter of request and clearance (CS Form No. 7 Revised 2018) and prepare certificate of employment)

            

None

            

3 minutes

            

Administration Services Assistant A/DM-Admin

Administrative Division
         

2. Wait for the issuance of Certificate of Employment

       

2. Sign the Certificate of Employment

            

None

            

1 minute

            

General Manager

Office of the General Manager
           

3.  Receive the Certificate of Employment

            

3. Issuance of Certificate of Employment to requesting employee

            

None

            

1 minute

           

Administration Services Assistant A/DM-Admin
           

4. End of Transaction

           

File the received copy of Certificate of Employment

           

 

           

 

           

 Administrative Division

 

VI. M Service Title: Request for Service Record

A document that indicates the total years of service of an employee

           

Office or Division

            

Administrative Division
           

Classification:

            

Simple
           

Type of Transaction:

            

G2C – Government to Government Employee
           

Who may avail:

            

Metro Bangued Water District Employees
           

CHECKLIST OF REQUIREMENTS

            

WHERE TO SECURE
Letter Request of Employee Provided by employee
           

CLIENT STEPS

            

AGENCY ACTION

            

FEES TO BE PAID

            

PROCESSING TIME

            

PERSON RESPONSIBLE
           

1.  Proceed to Administrative Division and forward the Letter of Request

            

1. Receive the letter of Request and prepare the service record

            

None

            

3 minutes

            

DM-Admin

Administrative Division
         

2. Wait for the issuance of Service Record

       

2. Sign the Service Record

            

None

            

1 minute

            

General Manager

Office of the General Manager
           

3.  Receive the Service Record

            

3. Issuance of service record to requesting employee

            

None

            

1 minute

           

DM-Admin
           

4. End of Transaction

           

File the received copy of Service Record

           

 

           

 

           

 Administrative Division

 

Vll. Feedback and Complaints

           

FEEDBACK AND COMPLAINTS MECHANISM

 
           

How to send feedback

           

a.    The client may accomplish feedback form available in the office and put in the box @Public Assistance and complain desk.

b.    The client may send feedback through MBWD’s email address metrobanguedwaterdistrict@yahoo.com.ph MBWD’s telephone no. (074) 752-8001 CP# 09060790951 I 09456131034 I 09561460116                                       

c.    The client may talk to our PACD Officer at MBWD’s office.
           

How feedbacks are processed

           

a.   Feedbacks shall be immediately collected or attended by the Customer Service Assistant for evaluation and prepares service requests or maintenance order for proper and appropriate action.

How to file complaint

           

a.    The client
may proceed to PACD Officer @MBWD’s Office and report complaints.

b.    The client
may complaint thru telephone calls at MBWD’s telephone no. @ (074) 752-8001.

           

How complaints are processed

           

a.   PACD
officer prepares service requests form or maintenance/job order for immediate
inspection and proper action by the technical/maintenance men.
           

Contact Information of ARTA, PCC, CCB, CSC

           

ARTA:
complaints@arta.gov.ph


1-arta (2782)

PCC:
8888

CCB:
0908-881-6565 (sms)

CSC:
email@contactcenterngbayan.gov.ph


0917-839-8272 (SMS)

Vlll. List of Offices

           

Office

            

Address

            

Contact Information
           

Metro Bangued Water District

            

Taft Street Zone 4 Bangued, Abra

            

(074) 752-8001

 

 

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