ILOCOS NORTE WATER DISTRICT

Transcription

ILOCOS NORTE
WATER DISTRICT
OPERATIONS MANUAL
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Introduction
The Operations Manual of the Ilocos Norte Water District (INWD) contains the general information about the
agency, its underlying function, mandates, operating procedures and organization.
The purpose of this manual is to provide its readers knowledge about the district’s responsibilities and
structure. The manual is divided into several parts, as follows:
General Information - This section contains the company profile, such as the brief history of INWD,
mandates and functions, its mission and vision, service pledge, pumping stations and areas of operation.
Organization and Responsibilities - In this part of the manual, the organizational structure was shown
using a diagram as of year 2015, as well as the duties and responsibilities of every division.
Operational Control and Supervision - The powers of authority are described in this part as well as
the supervisory and operational controls.
Operating Procedures - Contains the step-by-step procedures and work instructions of INWD. Activity
flow charts are used to illustrate the different processes involved in daily operations.
DEFINITION OF TERMS
INWD – Ilocos Norte Water District
SOA – Statement of Account
PPE – Property Plant and Equipment
PR – Purchase Request
LWUA – Local Water Utilities Administration
PhilGEPS – Philippine Government Electronic Procurement System
SALN – Statement of Assets, Liabilities, and Net Worth
SDs – Supporting Documents, such as Sales Invoice, Purchase Order, Job Order, Statement of Account
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COMPANY PROFILE
BUSINESS NAME: Ilocos Norte Water District (INWD)
BUSINESS ADDRESS: Brgy. 22 Ermita Hill, Laoag City, Ilocos Norte
E-MAIL ADDRESS: [email protected]
OFFICIAL WEBSITE: http://www.inwd.gov.ph
FACEBOOK PAGE: http://www.facebook.com/IlocosNorteWD
OVERVIEW
Water is the greatest gift of mother earth to mankind, and this most basic commodity is not just simply a need
– it is essential in sustaining and nurturing life.
The Ilocos Norte Water District clearly understands that water itself is life, which is why INWD has
set forth its pursuit for an excellent water delivery service that is beyond plain service. With its goal to ensure
the delivery of continuous, safe, and potable water twenty-four hours a day at the most reasonable
cost, INWD engages on water developments that are up-to-date and innovative.
Aside from the delivery of water to its beneficiaries, another commitment that keeps INWD relevant and alive
throughout the years is its heart for the preservation and protection of the environment alongside pivotal
developments.
BIRTH AND GROWTH
Through the years, INWD’s primordial role of providing water to consumers has paved its growth as a
service-oriented institution, focusing on sustainable development.
On February 9, 1981 INWD was created through the Sangguniang Panlalawigan of Ilocos Norte
Resolution No. 27, Series of 1981. This also turned over the functions and operations of the Ilocos
Norte Metropolitan Waterworks and Sewerage System servingLaoag City and the
municipalities of Bacarra, Vintar, Pasuquin, and Paoay.
In 2003, through resolutions from their respective Sangguniang Bayan, the municipalities
of Badoc, Pinili, Currimao, Piddig, and Solsona were annexed as service areas of INWD.
With only 3,300 concessionaires in August 16, 1982, INWD started operations. By the end of March 2012,
the number of service connections had increased to 19,077, with a total of 114, 462 active consumers. And
as of March 2015, the number of service connections had reached up to 21,966, with approximately a
total of 131,796 populations served.
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Today, INWD leads other water districts in Region I as the first one to be officially re-categorized as
“large”. This re-categorization encourages the drive of its personnel to better serve the needs of its growing
population of consumers. As of October 30, 2015, the INWD has a total of 135 employees –
54 regular, 27 casual, and 54 job order employees - who work hand-in-hand in realizing its Vision and
Mission, that is, to ensure an efficient water service to its beneficiaries.
CONSUMER POPULATION IN 2012 AND 2015
MANDATE
By Virtue of Presidential Decree No. 198, is formed for the purposes as per Chapter II, Sec. 5 of the Local
Water District Law that reads to wit:
“Section 5. Purpose – Local Water Districts may be formed pursuant to this Title for the purpose of:
a. 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,
b. Providing, maintaining, and operating wastewater collection, treatment and disposal facilities, and;
c. Conducting such other functions and operations incidental to water resource development, utilization
and disposal within such district, as is necessary or incident to said purpose.”
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OUR VISION
To provide Ilocos Norte and Laoag City with adequate, safe and potable water twenty four hours a day at
the most reasonable cost.
OUR MISSION
To set standards of excellence in public service as one of the best water providers in ILOCOS NORTE and
LAOAG CITY.
OUR GOAL
The Ilocos Norte Water District has set forth in its pursuit for excellent water delivery service. Believing that
plain service is not enough, it has embarked continuously on up-to-date innovations on water developments
to ensure that it could provide continuous, safe and potable water twenty-four hours a day.
SERVICE PLEDGE
We, the officials and employees of the Ilocos Norte Water District commit to deliver water to our concessionaires and to
preserve and protect our environment, the very source where our water comes from. This is the commitment that keeps
INWD alive all these years.
As an employee of Ilocos Norte Water District, we will…
R – be personally RESPONSIBLE for complying with the service pledge
E – give an EXTRA measure of care and concern in all that I do
S – STRIVE to maintain a clean and safe environment
P – provide POSITIVE first impression and be professional at all times
E – establish EYE contact, greet in a welcoming manner and promptly respond to customers’ needs
C – maintain CONFIDENTIALITY
T – TREAT all concessionaires fairly and with dignity
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BOARD OF DIRECTORS
MICHAEL C. DIAZ
BOD - Chairperson
Representing the Education Sector
(077) 770-3683
DILIP L. MANSUKHANI
BOD - Vice Chairperson
Representing the Business Sector
(077) 770-3683
EDMUND A. RANADA
BOD - Secretary
Representing the Professional Sector
(077) 770-3683
ZENAIDA N. MARIANO
BOD - Treasurer
Representing the Women's Sector
(077) 770-3683
RODRIGO T. PAGTULINGAN
BOD - Member
Representing the Civic Sector
(077) 770-3683
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LIST OF INWD’S WATER SOURCES
01. BRGY. 29 PUMP STATION #1, LAOAG CITY, I.N. (GROUND WATER – INDUCED INFILTRATION)
02. BRGY. 29 PUMP STATION #5, LAOAG CITY, I.N. (GROUND WATER – DEEP WELL)
04. BRGY. 27 PUMP STATION, LAOAG CITY, I.N. (GROUND WATER – INDUCED INFILTRATION)
08. BALACAD PUMP STATION, LAOAG CITY, I.N. (GROUND WATER – DEEP WELL)
09. ASUNCION PUMP STATION #1, BACARRA, I.N. (GROUND WATER – INDUCED INFILTRATION)
10. ASUNCION PUMP STATION #2, BACARRA, I.N. (GROUND WATER – INDUCED INFILTRATION)
11. ASUNCION PUMP STATION #3, BACARRA, I.N. (GROUND WATER – INDUCED INFILTRATION
12. TAMBIDAO, BACARRA, I.N. (GROUND WATER – INDUCED INFILTRATION)
13. LABIO PUMP STATION #1, VINTAR, I.N. (GROUND WATER – INDUCED INFILTRATION)
14. LABIO PUMP STATION #2, VINTAR, I.N. (GROUND WATER – INDUCED INFILTRATION)
15. MARCOS MICROFILTRATION PLANT, PAOAY, I.N. (GROUND WATER – SURFACE WATER)
16. PARATONG, PAOAY, ILOCOS NORTE (GROUND WATER – DEEP WELL)
17. SUBA PUMP STATION #1, PAOAY, I.N. (GROUND WATER – DEEP WELL)
20. LOING PUMP STATION, PIDDIG, I.N. (GROUND WATER – INDUCED INFILTRATION)
21. SOLSONA PUMP STATION, SOLSONA, I.N. (GROUND WATER – DEEP WELL)
22. PALTIT PUMP STATION, BADOC, I.N. (GROUND WATER – DEEP WELL)
23. LACUBEN PUMP STATION, BADOC, I.N. (GROUND WATER – DEEP WELL)
24. DILOMOT SPRING, PASUQUIN, I.N. (GROUND WATER – CONCRETE CATCH BASIN)
25. BARARENG SPRING, PASUQUIN, I.N. (GROUND WATER – NATURAL ROCK FORMATION)
26. DINALSUAN SPRING, PASUQUIN, I.N. (GROUND WATER – SPRING)
AREAS OF OPERATION
THERE ARE 9 MUNICIPALITIES AND 1 CITY THAT ARE SERVED
BY INWD AS OF YEAR 2015 NAMELY:
LAOAG CITY
BACARRA
PASUQUIN
VINTAR
PIDDIG
SOLSONA
PAOAY
CURRIMAO
PINILI
BADOC
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DUTIES AND RESPONSIBILITIES
The Primary Functions
Board of Directors
-
IS THE POLICY MAKING BODY OF THE DISTRICT; ENSURES THAT THE AVAILABILITY OF ADEQUATE FINANCIAL
RESOURCES AND APPROVES THE ANNUAL BUDGET.
Administrative, Finance and General Services Division
-
IS RESPONSIBLE FOR GENERAL SERVICE, AND COLLECTION & DISBURSEMENT OF FUNDS. IT IS IN-CHARGE OF THE
PROCUREMENT; ASSISTS IN THE IMPLEMENTATION OF SPECIAL PROJECTS PROGRAM.
-
ALSO RESPONSIBLE FOR THE RECRUITMENT AND RETENTION OF HIGHLY QUALIFIED EMPLOYEES FOR THE AGENCY.
-
IS RESPONSIBLE FOR RECORDING AND SUMMARIZING OF FINANCIAL TRANSACTIONS, PREPARATION OF
FINANCIAL REPORTS AND INVENTORY MANAGEMENT. ALSO RESPONSIBLE FOR THE BUDGET PREPARATION AND
ASSIST IN ALLOCATION AND DISTRIBUTION OF BUDGETS AS WELL AS MONITORING THE BUDGET PERFORMANCE.
Commercial Services Division
-
PROVIDES CUSTOMER SERVICES TO THE CONCESSIONAIRE/CLIENT. RESPONSIBLE FOR BILLING AND COLLECTION
OF WATER SALES OF THE DISTRICT.
-
IS RESPONSIBLE FOR METER READING, BILLING AND COLLECTION. ASSISTS IN THE RECORDING AND POSTING OF
PAYMENTS AND MONITORING OF THE CUSTOMER ACCOUNTS.
-
IS RESPONSIBLE IN ATTENDING CUSTOMER SERVICE REQUESTS AND COMPLAINTS. RESPONSIBLE FOR MARKETING
STRATEGIES/PROGRAM IMPLEMENTATION AND PUBLIC INFORMATION. IN-CHARGE IN INSPECTION AND
INVESTIGATION REGARDING WATER SERVICE CONNECTION.
-
RESPONSIBLE FOR THE WATER METER MAINTENANCE AND DISCONNECTION AND RECONNECTION OF SERVICE
LINES.
Engineering and Water Resources Division
-
IS RESPONSIBLE FOR THE INSTALLATION OF NEW SERVICE CONNECTIONS. ATTENDING TO THE REPAIRS AND
MAINTENANCE OF WATER DISTRIBUTION LINES; AND PERFORMING OF MAJOR AND MINOR PLUMBING SERVICES.
IN-CHARGE IN WATER SYSTEM PROJECT IMPLEMENTATION AND CONSTRUCTIONS.
-
IS RESPONSIBLE FOR THE MANAGEMENT OF WATER SYSTEMS MAINTENANCE OPERATIONS; AND MANAGEMENT
OF PRODUCTION AND WATER DISTRIBUTION OPERATIONS.
-
IS RESPONSIBLE FOR THE PUMPING OPERATIONS AND WATER DISTRIBUTIONS. MONITORS THE WATER QUALITY .
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OFFICE OF THE GENERAL MANAGER
GENERAL MANAGER
-
DIRECTS & CONTROLS UTILITY ACTIVITIES AND CARRY OUT POLICIES IN ACHIEVING UTILITY OBJECTIVES.
-
PREPARES BASIC PLAN TO CARRY OUT POLICIES TOWARDS ACHIEVING UTILITY GOALS. KEEPS THE BOARD
INFORMED AS TO UTILITY STATUS & PROPOSES POLICIES, RULES & REGULATIONS FOR BOARD ACTION
-
RESPONDS TO FORMALLY PRESENTED AND CLASSIFIED INQUIRIES OF THE BOARD AND OTHER GOVERNMENT
UNITS - INCLUDING THE MASS MEDIA.
MINUTE/AGENCY OFFICER B
-
DISTRIBUTES BOARD MEETINGS AGENDA, RECORDS & FINALIZES THE MINUTES OF BOARD MEETINGS.
-
HANDLES CORRESPONDENCES, FILES AND COMPLETES ARRANGEMENTS OF BOARD CONFERENCES.
-
DISCHARGES THE FUNCTION OF A GM’S SECRETARY WHEN NECESSITED.
PUBLIC RELATIONS OFFICER A
-
MARKETS FOR NEW CONNECTIONS & CONVINCE INACTIVE CONNECTIONS TO BE RECONNECTED.
-
ESTABLISHES AND MAINTAIN EFFECTIVE RELATIONS WITH COMMUNICATIONS MEDIA, THE GENERAL PUBLIC AND
OTHER GOVERNMENT UNITS.
-
DISSIMINATES DULY AUTHENTICATED INFORMATION TO THE CONSUMING PUBLIC.
-
PREPARES MANAGEMENT REPORT RELATIVE TO MARKETING & PUBLIC RLATIONS STATUS.
SECRETARY B
-
ATTENDS TO CLASSIFIED CONFERENCES & ASSIST TO CONFIDENTIAL ACTIVITIES OF THE GENERAL MANAGER
PERFORMS OTHER DUTIES AS MAYBE DIRECTED BY THE GENERAL MANAGER.
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ADMINISTRATIVE, FINANCE & GENERAL SERVICES DIVISION
DIVISION MANAGER C (Administrative, Finance & General Services Division)
-
DIRECTS BASIC EFFORTS OF FINANCE, PERSONNEL & GENERAL SERVICES OFFICE.
-
SUBMITS MANAGEMENT REPORTS AS REQUIRED.
FINANCIAL PLANNING SPECIALIST B
-
CONSOLIDATES & PREPARES FINANCIAL REPORTS FOR MANAGEMENT PLANNING AND CONTROL ANALYZE
BUDGET TO SUPERVISES EMPLOYEES IN UTILITY FUNCTIONS INVOLVING FINANCIAL BOOKEEPING, CASH
HANDLING, PURCHAING AND STOREKEEPING.
-
PREPARES REPORTS FOR REGULATORY OR CREDITOR INTEREST & OTHER DATA REQUIRED BY THE NSO.
CORPORATE BUDGET SPECIALIST B
-
CONTROLS, ANALYZES BUDGET TO DETERMINE CASH AVAILABILITY & PROPER CHARGING OF ACCOUNTS.
SENIOR ACCOUNTING PROCESSOR A
-
MAINTAINS COMPLETE & ACCURATE FINANCIAL BOOKS RELATIVE TO REVENUES, RECEIPTS & EXPENDITURS OF THE
DISTRICT, PREPARES JOURNAL VOUCHERS, CHECK VOUCHERS, PAYROLL; SIGNS OTHER FINANCIAL TRANSACTIONS
LIKE PURCHASE REQUISITIONS, RECEIVING REPORTS, ETC.
-
COST DELIVERIES & INVENTORIES & MAINTAINS STOCK CARDS & OTHER FINANCIAL SCHEDULES AS REQUIRED.
COMPUTER OPERATOR
-
ASSIST IN THE MAINTENANCE OF COMPLETE & ACCURATE FINANCIAL RECORDS OF THE DISTRICT.
-
ENCODES FINANCIAL DATA IN THE COMPUTER. PREPARES PAYROLL & REMITTANCE SCHEDULES.
-
MAINTAINS UP-TO-DATE LOAN LEDGERS FOR ALL TYPES OF LOANS BY EMPLOYEES.
-
PERFORMS OTHER DUTIES AS MAY BE ASIGNED BY HIS SUPERVISOR.
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CASHIER A
-
RECEIVES CASH COLLECTION FROM FIELD COLLECTORS, TELLERS & THE SAME FOR DEPOSIT.
-
PREPARES CASH POSITION REPORTS & CASHIERS COLLECTION SUMMARY.
-
DISBURSES PAYROLL & OTHER DULY SUPPORTED CHECK PAYMENTS.
CASHIERING ASSISTANT
-
HANDLES PETTY CASH DISBURSEMENT & REPLENISHMEMTS.
-
PREPARES CHECK TO DULY SUPPORTED CHECK VOUCHERS.
-
BRINGS CHECK FOR SIGNATURE TO SIGNING AUTHORITIES.
-
RENEWS TIME DEPOSIT.
-
REMITS LAWFUL DEDUCTIONS TO AUTHORIZED COLLECTING INSTITUTIONS.
-
COLLECTS BANK COLLECTION REPORT FROM PCIB & PERFORMS OTHER CLERICAL FUNCTIONS RELATED TO
CASHIERING.
PROPERTY/SUPPLY OFFICER C
-
ISSUE STOCK & NON-STOCK MATERIALS & SUPPLIES, TOOLS & EQUIPTMENT UPON RECEIPT OF DULY APPROVED
STORE REQUISITIONS.
-
RECEIVES DELIVERIES OF ALL DISTRICT PURCHASES & STOCK THEM IN STORAGE LOCATION.
-
MAINTAINS BIN CARD.
-
PREPARES MATERIALS & INVENTORY REPORTS.
-
PREPARES ACCOUNTABILITY RECORD TO SUPPORT ISSUANCE OF TOOLS AND OTHER EQUIPTMENTS.
-
KEEPS THE STOREROOM ORDERLY AND OGRANIZED.
ADMINISTRATIVE SERVICE OFFICER A
-
CANVASS PRICES.
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-
PREPARES ABSTRACT QUOTATIONS & PREPARES PURCHASE ORDERS TO ALL DULY APPROVED PURCHASED
REQUISITIONS & JOB ORDERS.
-
SUPERVISES THE PROPER MAINTENANCE OF ALL GENERAL PLANS INCLUDING SECURITY EFFORT.
-
ISSUES GAS SLIP TO DULY ACCOMPLISHED TRIP TICKETS.
WATER RESOURCES FACILITIES/TENDER B
-
GUARDS THE INTAKE SOURCE OF WATER SUPPLY & WATERSHED RESERVATIONS AGAINST INSTRUSION OF
UNAUTHORIZED PERSONS AND STRAY ANIMALS.
-
CLEANS THE INTAKE OF WATER WORKS INSIDE THE RESERVATION & SORROUNDING OF THE WATERSHED GUARD
HOUSE.
-
ASSIST IN THE PRESERVATION OF THE WATER SOURCES.
INDUSTRIAL RELATIONS MGT. ASST. B
-
MAINTAINS UP-TO-DATE RECORDS OF EMPLOYEES PERSONAL DATA.
-
SERVICE RECORDS, LEAVE CREDITS & FILES & ALL PERTINENT PERSONAL DATA IN THE 2001 FILE.
-
ASSIST AN EMPLOYEES INQUIRIES RELATIVE TO LEAVE CREDITS, INSURANCE, MEDICARE, SSS/GSIS, PAG-IBIG &
OTHERS.
-
MAINTAINS SUMMARIES OF EMPLOYEES LAWFUL DEDUCTIONS SUCH AS SSS/GSIS, PAG-IBIG, MEDICARE, W/
HOLDING TAX & INSURANCE.
RECORDS AND REPORTS ASSISTANT
-
FILES UTILITY RECORDS SYSTEMATICALLY.
-
TYPES CORRESPONDENCES AND OTHER OFFICIALS COMMUNICATIONS AS REQUIRED.
INDUSTRIAL RELATIONS MGT. OFFICER A
-
SUPERVISES ACTIVITIES PERTAINING TO PERSONNEL RECORDS & INQUIRIES.
-
ATTENDS TO PERSONNEL INQUIRIES PERTAINING TI INSURANCE COVERAGE, SSS/GSIS, MEDICARE, LOAN
BENEFITS.
-
ASSIST IN THE PROCESSING OF PAPERS PERTAINING TO LOAN BENEFITS & IN THE PERFORMANCE OF OTHER
ADMINISTRATIVE FUNCTIONS AS DIRECTED.
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UTILITY WORKER B
-
PERFORMS DUTIES RELATED TO THE PROPER MAINTENANCE OF OFFICE BUILDINGS, ALL OFFICE EQUIPTMENTS &
OTHER GENERAL FACILITIES SUCH AS ELECTRICAL WIRINGS, PLUMBING & CARPENTRY UTILITY.
UTILITY WORKER B
-
CLEANS THE OFFICE & OUTSIDE PREMISES.
-
CLEAN AND ARRANGE OFFICE FURNTURES AND FIXTURES.
-
PROVIDES GENERAL SERVICES TO THE GENERAL MANAGERS AND OTHER UTILITY OFFICERS.
-
PERFORMS OTHER DUTIES AS MAYBE ASSIGNED BY HIS SUPERVISOR.
DRIVER
-
PERFORMS ROUTINARY & AUTHORIZED DRIVING SCHEDULES.
-
MAINTAINS TOP PHYSICAL CONDITIONS OF ASSIGNED VEHICLE.
COMMERCIAL SERVICES DIVISION
DIVISION MANAGER C (Commercial Services)
-
DIRECTS THE OPERATION OF CUSTOMERS’ BILLING COLLECTION
-
PURSUES DELINQUENT ACCOUNTS AND RESPONDS TO CUSTOMERS COMPLAINTS & INQUIRIES.
-
SUBMITS MANAGEMENT REPORTS RELATIVE TO COMMERCIAL ACTIVITIES & STATUS.
CUSTOMER SERVICE OFFICER A
-
MAINTAINS APPROPRIATE RECORDS ON ISSUANCE OF WATER BILLS AND MONITORS COLLECTION FROM
CUSTOMERS.
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-
INSTITUTES MEASURE TO VERIFY/CHECK SUCH COMPLAINTS & ATTENDS TO CUSTOMERS’ COMPLAINTS &
INQUIRIES
-
MONITORS INVESTIGATION OF COMPLAINTS, INSPECTION AND PROCESSING OF SERVICE APPLICATION, PREPARES
REPORT AS REQUIRED.
CUSTOMER SERVICE ASSISTANT A
-
INSPECTS AND DETERMINES OR ESTIMATES REQUIRED MATERIALS FOR NEW CONNECTION
-
CONDUCTS INSPECTION OF BROKEN SEALS, INVERTED WATER METERS AS WELL AS TAMPERED METER
-
PROVIDES TECHNICAL ASSISTANCE IN THE REPAIR OF TRANSMISSION & DISTRIBUTION LINES
CUSTOMER SERVICE ASSISTANT B
-
COLLECTS PAYMENTS OF WATER BILLS & OTHER ACCOUNTS IN THE FIELD
-
REMITS THE SAME TO THE CASHIER
-
RECEIVES & ATTENDS TO CUSTOMERS COMPLAINTS & INQUIRIES IN THE FIELD.
CUSTOMER SERVICE ASSISTANT C
-
COLLECT PAYMENTS OF WATER BILLS & OTHER ACCOUNTS IN THE FIELD & REMITS THE SAME TO THE CASHIER.
-
RECEIVES & ATTENDS TO CUSTOMERS COMPLAINS & INQUIRIES IN THE FIELD.
DRIVER
-
ATTENDS TO DULY APPROVED DISCONNECTION ORDERS.
-
PREPARES MONTHLY REPORT OF DISCONNECTED CONCESSIONARIES
CUSTOMER SERVICE ASSISTANT C
-
PREPARES SERVICE APPLICATIONS AND CONTRACTS
-
RECEIVES AND RESPONDS TO CUSTOMER’S INQUIRIES AND COMPLAINTS.
-
UPDATES AND MAINTAINS CUSTOMER’S RECORDS
-
ISSUES INVESTIGATION AND MAINTENANCE ORDERS
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DOES THE FUNCTION OF A TELEPHONE OPERATOR AND PERFORMS SUCH OTHER DUTIES AS MAY BE ASSIGNED TO
HIM/HER FROM TIME TO TIME
CUSTOMER SERVICE OFFICER A
-
SUPERVISES THE MAINTNANCE OF AN ACCURATE AND UP-TO-DATE CUSTOMERS RECORDS
-
ENSURES THE PROMPT ISSUANCE OF BILLS, RECONCILES BILLING AND RECEIPTS
-
COORDINATES WITH THE ACCOUNTING SECTION IN RELATION WITH MONTHLY RECONCILIATION OF ACCOUNTS
RECEIVABLES
-
COORDINATES WITH THE MONITORING CONDITIONS / STATUS OF WATER METER INSTALLED
COMPUTER OPERATOR
-
PREPARES READING ORDERS
-
PREPARES WATER BILLS
-
POST RECEIPTS TO INDIVIDUAL CUSTOMER’S LEDGER.
-
UPDATE CUSTOMERS RECORDS AND PREPARES INVESTIGATION ORDERS.
DATA ENCODER
-
PREPARES READING ORDERS
-
PREPARES WATER BILLS
-
POSTS RECEIPTS TO INDIVIDUAL CUSTOMER’S LEDGERS
-
UPDATES CUSTOMER’S RECORDS AND PREPARES INVESTIGATION ORDERS
CUSTOMER SERVICE ASSISTANT B
-
VISITS CUSTOMERS’ WATER METERS, CALCULATES THEIR WATER CONSUMPTION READING, AND SUBMITS THE SAME
TO THE ACCOUNTS SECTION.
-
VERIFIES CONDITION OF WATER METERS AND CLEANS VICINITY OF WATER METERS
-
PERFORMS SUCH OTHER DUTIES
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ACCOUNTING PROCESSOR B
-
PREPARES DISCONNECTION ORDERS AND OTHER NECESSARY REPORTS
-
PREPARES MONTHLY SCHEDULE OF WATER BILLS FOR EMPLOYEES TO BE DEDUCTED FROM THE PAYROLL
-
PERFORMS CLERICAL DUTIES SUCH AS FILLING OFFICIAL RECEIPTS, DISCONNECTION ORDERS AND TYPING AS
REQUIRED
ENGINEERING AND WATER RESOURCES DIVISION
DIVISION MANAGER C (Engineering & Water Resources)
-
MANAGES THE ACTIVITIES OF THE DIVISION
-
MAINTAINS DIVISION PERFORMANCE STANDARDS
-
EVALUATES THE PERFORMANCE OF PERSONNEL AND THE DIVISION AS A WHOLE
-
ADMINISTERS AND MONITORS THE ACTIVITIES OF PERSONNEL AND THE OPERATION / CONSTRUCTION
OF WATER UTILITY FACILITIES.
-
ADMINISTERS THE MAINTENANCE AND REPAIR OF ALL MECHANICAL AND ELECTRICAL EQUIPTMENT,
TRANSMISSION LINES, DISTRIBUTION LINES, SERVICE LINES METERS AND OTHER WATER UTILITY FACILITIES
AND METER CALIBRATION
-
ADMINISTERS THE PRESERVATION OF THE WATERSHED
ENGINEERING AIDE B
-
MAINTAINS ACCURATE RECORDS OF MAINTENANCE ORDERS, SERVICE APPLICATIONS, CONSTRUCTION
ORDERS AND OTHER ACCOMPLISHED MAINTENANCE ORDERS
-
TYPES REPORTS AND OTHER CORRESPONDENCE PERTAINING TO THE ENGINEERING AND WATER
RESOURCES DIVISION
-
PERFORMS OTHER DUTIES AS MAY BE ASSIGNED BY HIS/HER SUPERVISOR AND THE GENERAL MANAGER
WATER UTILITIES MANAGEMENT OFFICER A
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-
SUPERVISES THE TECHNICAL PERSONNEL IN THE WATER QUALITY ANALYSIS, PRODUCTION, MECHANICAL
& ELECTRICAL MAINTENANCE OF ALL ALLIED EQUIPTMENTS
-
SCHEDULE COORDINATES IN THE OPERATION OF PUMPS.
-
DETERMINES PRODUCTION REQUIREMENTS AND ESTABLISHES DETAILED PREVENTIVE MAINTENANCE
PROGRAM FOR ALL PRODUCTION EQUIPMENTS.
-
MAINTANS WATER TESTING PROCEDURES TO ENSURE SAFE WATER AND OPTIMUM WATER SERVICE.
-
EVALUATES SUBORDINATES’ PERFORMANCE IN THE PROPER DISCHARGE OF DUTIES & RESPONSIBILITIES
MAINTAINS RECORDS OF PRODUCTIONS & PREVENTIVE MAINTENANCE ACTIVITIES.
UTILITY WORKER B
- CLEANS THE OFFICE & OUTSIDE PREMISES
-
CLEANS AND ARRANGES OFFICE FURNTURES AND FIXTURES.
-
PROVIDES GENERAL SERVICES TO THE GENERAL MANAGERS AND OTHER UTILITY OFFICERS
-
PERFORMS OTHER DUTIES AS MAYBE ASSIGNED BY HIS SUPERVISOR.
WATER RESOURCE FACILITIES OPERATOR A
-
OPERATES PUMPING FACILITIES DRIVEN BY ELECTRICAL MOTORS OR DIESEL ENGINES.
-
PERFORMS ROUTINARY TASK OF INSPECTION & MAINTENANCE OF RESERVOIR LEVEL & SYSTEM
PRESSURE INSPECTION
-
MAINTAINS PUMPING FACILITIES FOR RELATIVELY NORMAL FUNCTIONING
-
RECORDS MEASUREMENTS AND PRESSURE LEVEL FLOWS, DAILY MOTOR & ENGINE OPERATIONS AND
DAILY ELECTRICITY USED
-
MAINTAINS CLEANLINESS OF PUMP HOUSE & SURROUNDINGS
WATER RESOURCE FACILITIES OPERATOR B
-
OPERATES PUMPING FACILITIES DRIVEN BY ELECTRICAL MOTORS OR DIESEL ENGINES.
-
PERFORMS ROUTINARY TASK OF INSPECTION AND MAINTENANCE OF RESERVOIR LEVEL & SYSTEM
PRESSURE INSPECTION
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-
MAINTAINS PUMPING FACILITIES FOR RELATIVELY NORMAL FUNCTIONING
-
RECORDS MEASUREMENTS AND PRESSURE LEVEL FLOWS, DAILY MOTOR & ENGINE OPERATIONS AND
DAILY ELECTRICITY USED
-
MAINTAINS CLEANLINESS OF PUMP HOUSE & SURROUNDINGS
QUALITY CONTROL/ASSURANCE INSPECTOR
-
TESTS THE CHLORINE RESIDUAL OF WATER DELIVERED PERIODICALLY AND CONDUCTS BACTERIALOGICAL
TEST WATER SAMPLES
-
MAINTAINS THE EFFICIENT FUNCTIONING OF CHLORINATORS AND CONDUCTS PREVENTIVE
MAINTENANCE OF CHLORINATING EQUIPTMENTS
-
RECORDS CHLORINE CONSUMPTION AND PREPARES CONCISE REPORTS OF PRODUCTION & CHLORINE
CONSUMPTION
DRIVERS
-
PERFORMS ROUTINARY & AUTHORIZED DRIVING SCHEDULES.
-
MAINTAINS TOP PHYSICAL CONDITIONS OF ASSIGNED VEHICLE.
WATER MANTENANCE HEAD
-
SUPERVISES SCHEDULED ROUTINE TASK IN THE CONSTRUCTION AND MAINTENANCE OF PIPINGS,
TRANSMISSION, DISTRIBUTION AND SERVICE LINES
-
MAINTAINS RECORDS OF MAINTENANCE CONSTRUCTION & REPAIRS ACCOMPLISHED
-
EVALUATES PERFORMANCES OF SUBORDINATES IN THE PROPER DISCHARGE OF DUTIES AND
RESPONSIBILITIES
WATER MAINTENANCE MAN B
-
PERFORMS ROUTINE TASK IN THE INSTALLATION AND MAINTENANCE OF CUSTOMER’S SERVICE PIPINGS
FROM THE MAIN LINE TO THE CUSTOMER’S CONNECTIONS
Page 23 of 46
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-
SETS METER MEASURE, PREPARES LEAKS IN ALL SIZES & TYPES OF PIPES AND PERFORMS OTHERS RELATED
TASKS AS DIRECTED.
WATER MAINTENANCE MAN B
-
PERFORMS ROUTINE TASK IN THE INSTALLATION AND MAINTENANCE OF CUSTOMER’S SERVICE PIPINGS
FROM THE MAIN LINE TO THE CUSTOMER’S CONNECTIONS
-
SETS METER MEASURE, PREPARES LEAKS IN ALL SIZES & TYPES OF PIPES AND PERFORMS OTHERS RELATED
TASKS AS DIRECTED
INSTRUMENT TECHNICIAN A
-
REPAIRS, MAINTAINS & TESTS ALL TYPES OF WATER METERS
-
KEEPS ACCURATE METER HISTORY RECORDS
-
REPAIRS SMALL TOOLS AS REQUIRED
-
DISCHARGES THE FUNCTION OF PUMP OPERATORS WHEN SUBSTITUTION ARISES
-
DISCHARGES THE DUTIES OF PLUMBER WHEN NECESSITY ARISES
INSTRUMENTS TECHNICIAN B
-
REPAIRS, MAINTAINS & TESTS ALL TYPES OF WATER METERS & KEEPS ACCURATE METER HISTORY
RECORDS
-
REPAIRS SMALL TOOLS AS REQUIRED
-
DISCHARGES THE FUNCTION OF PUMP OPERATORS WHEN SUBSTITUTION ARISES
-
DISCHARGES THE DUTIES OF PLUMBER WHEN NECESSITY ARISES
UTILITY WORKER B
-
TRENCHES EXCAVATION FOR THE INSTALLATION OF NEW SERVICE CONNECTIONS, LEAK REPAIRS AND
OTHER MANUAL WORKS
Page 24 of 46
www.inwd.gov.ph
ILOCOS NORTE WATER DISTRICT
CITIZEN’S CHARTER
Republic Act No. 9485 – An Act to improve efficiency in the delivery of Government Service to the public by
reducing bureaucratic red tape, preventing graft and corruption, and providing penalties therefore. One of the key
provisions under this act is the formulation of Citizen’s Charter by every government agency in the country.
The Citizen’s Charter is a document that contains information of the frontline services being provided by the agency
to its clients. It shall include such information like vision and mission; identification of the frontline services offered and
the clientele; step-by-step procedure to obtain a particular service; and the officer or employee responsible for each
step. It also includes the maximum time to conclude the process; documents to be presented by the client; amount of
fees, if necessary, procedure for filing of complaints in relation to requests and applications, among others.
With the Citizen’s Charter of the Ilocos Norte Water District, crafted and enacted, I hope that the steps provided for all
the services be systematically followed so as to arrive at delivering standard and quality-oriented service. It also
encourages clients/concessionaires to air their complaints and sentiments in the delivery of services so as to improve the
efficiency and delivery of government frontline services. In this way, both the public servant referred to as the service
provider and the client/concessionaire would have transparent and open communication line for the common good.
May this Citizen’s Charter serve as a guide for all public servants to dispense their duties but may they not be bound
within the limitations set forth but still offer assistance as need arises putting the interest of the people above all.
Page 25 of 46
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I - INSTALLATION OF NEW WATER SERVICE CONNECTION APPLICATION / NEW INSTALLATION
II - ISSUANCE OF RECEIPTS FOR BILLING STATEMENT OF ACCOUNT
III - MAINTENANCE SERVICES
IV – WATER TESTING SERVICES
V – RECONNECTION / REOPENING OF WATER SERVICES / RESTORE SERVICES DUE TO
INTERRUPTIONS SUCH AS POWER OUTAGE, MINOR SERVICE REPAIR. TRANSMISSION AND
SERVICE LINE LEAKAGE
VI - REVISITING OF THE POLICY ON ILLEGAL CONNECTIONS AND PILFERAGE
VII - INVESTIGATION SERVICES (WATER CONNECTION AND WATER SERVICE RELATED QUERIES)
Page 26 of 46
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FRONTLINE SERVICES NO. 1 - INSTALLATION OF NEW WATER SERVICE CONNECTION
APPLICATION (NEW INSTALLATION)
Schedule of Availability of Service:
Monday to Friday, 8:00 AM - 5:00 PM
Who may avail of the Service?
Residents of Laoag, Bacarra, Pasuquin, Vintar, Paoay, Solsona, Piddig, Pinili, Currimao, and Badoc, provided they are
within the service area of the INWD who want to have safe and potable water at a very reasonable cost.
What are the Requirements?


Fully accomplished Service Application Form (4 copies)
Photocopy of Identification Card such as postal ID, voter's ID, Senior Citizen's ID and others.
IMPORTANT DETAILS TO FOLLOW:
When applying for the installation of a new water service connection:
1. Fill up Service Application and Construction Order Form at the INWD Office (Commercial Services
Division) indicating your name, address and other pertinent records including the sketch of the location where you
wish the service connection will be installed.
2. Submit two (2) Photocopies of ANY VALID IDENTIFICATION CARD (ID).
3. Prior to its installation, our technical investigator will visit you and estimate the materials needed for the installation.
He will instruct you as to where you will excavate the tapping point of your service line.
4. Secure Excavation Permit if required at the City Engineer's Office for City Streets or the Department of
Public Works and Highways for National Roads before excavating portion of the street or pavement. Remember
that it will be your obligation to restore back the excavated portion to its original condition after the installation or as
required by the City Engineer's Office or the DPWH.
5. Present the excavation permit to the Customer Service Assistant B. Then pay for the installation fee depending
on the type of water connection you've applied for as follows:
Page 27 of 46
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FEES:
PHP 2,000.00 - 1/2" Water Meter Size
PHP 2,250.00 - 3/4" Water Meter Size
PHP 2,500.00 - 1.0" Water Meter Size
NOTE:
* If tapping point is at mainline between Laoag and Bacarra, an amount of PHP 600.00 is added to the installation
fee (INWD Board Resolution #267-90)
* If tapping point is at mainline between Bacarra and Pasuquin, an amount of PHP 850.00 is added to the
installation fee (INWD Board Resolution #267-90)
MATERIALS INCLUDED ON THE INSTALLATION FEE ARE THE FOLLOWING:
- Water Meter up to 1"
(NOTE: If meter desired is 2.0" and above, the cost of the meter shall be borne by the concessionaire).
- 12 mtrs. or 40 ft. P.E. Tubing or G.I. Pipe (Maximum)
(NOTE: If the required piping from tapping is less than 12 meters, only the actual length shall be provided by the
concessionaire).
- Replacement Brass
- Saddle Clamp for P.E. pipe tapping or Corporation Cock for G.I. pipe tapping
- Swing Valve
After payment, the tapping of your service connection shall be scheduled on a FIRST COME, FIRST SERVE basis.
Installation will begin from the tapping to the meeting point only. Plumbing services after the meter and in-house
plumbing of the dwelling may be done by the private plumber. The INWD Crew may do so, provided that permission
be sought from the management and provided further that the man-hours spent for the
plumbing services shall be paid in the INWD Office and not to any crew member.
PLEASE REPORT EMPLOYEES WHO ASK FOR EXTRA CHARGES ASIDE FROM THE INSTALLATION FEE
YOU PAID IN THE OFFICE
For more information and for water service applications, visit our office at Ermita Hill, Laoag City, Ilocos Norte or
Call us at (077) 772-0985 and (077) 771-4814 (Landline) or 0917-865-1430 and 0999-997-7656 (Mobile). We
will be more than happy to serve you.
Page 28 of 46
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HOW TO AVAIL OF THE SERVICE
STEP
APPLICANT/
CONCESSIONAIRE
SERVICE PROVIDER
1
Proceed to the Customer
Give the applicant five (5) copies of SAF and give
Service Asst. B of INWD
briefing on the service and requirements for installation.
and request for a Service
Evaluate arrear records of applicant, if any.
Application Form (SAF).
2
Submit accomplished SAF Receive SAF and inform the applicant to return after the
together with other
inspection of the service area.
requirements such as
photocopy of identification
card and 2 x 2 picture.
DURATION
PERSON IN
OF
CHARGE
ACTIVITY
15 minutes
Customer
Service
Assistant
5 minutes
Customer
Service
Assistant
1 hour
Technical
Investigator
5 minutes
Teller
Forward SAF to the:
a) Customer Service Asst. B for recording
b) Cust. Service Officer for evaluation and
c) Commercial Dep't. Manager for approval
10 minutes
Customer
Service
Assistant
Forward the duly approved SAF to the Engineering and
Water Resources Department for tapping the new water
service connection.
5 minutes
Customer
Service
Assistant
Inspect the service area, determine water adequacy of
the applied connection and estimate the materials
needed and the amount to be paid.
Advise the applicant to secure excavation permit from
the City/Municipal Engineering Office if necessary.
3
Pay the required
fees/charges to the INWD
Teller as determined by
the Investigator
(Customer Service Asst. A)
Issue Official Receipt to client
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Tap/install water connection
1 to 3 days
Engineering
Personnel
FRONTLINE SERVICES NO. 2 - ISSUANCE OF RECEIPTS FOR BILLING STATEMENT OF ACCOUNT
Monday to Friday, 8:00 AM - 5:00 PM, Saturday, 8:00 AM - 5:00 PM
Concessionaires within the service area who consume water service / who opt to pay their bills at the INWD office.

Water bills
STEP
APPLICANT/
CONCESSIONAIRE
1
Proceed to the INWD
Teller's booth
and present / give
monthly billing
statement of Account to
the
Cashiering Assistant.
2
SERVICE PROVIDER
DURATION PERSON IN
OF ACTIVITY CHARGE
5 to 15
minutes
depending on
the
Receive monthly billing Statement of Account as basis
number
of
for collecting payment and issuance of Official Receipt
concessionaires
who will pay
Issue Official Receipt
Receive Official Receipt
Page 30 of 46
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1 minute
Teller
Teller
FRONTLINE SERVICES NO. 3 - MAINTENANCE SERVICES
(Repair of Water Service Line, Leakages, Defective Meters/Valves, High Consumption, etc.)
Saturday, 8:00 AM - 5:00 PM
Concessionaires within the service area of INWD who have complaints on:
a. leakages
b. low pressure
c. high consumption
d. no water
e. dirty water
f. defective meters and valves

Accomplished Maintenance Order
Fees:

Depending on plumbing materials needed.
STEP
APPLICANT/
CONCESSIONAIRE
SERVICE PROVIDER
1
Proceed or call the
Customer Service Asst. B
of INWD.
File a complaint and
ask for assistance
Prepare Maintenance and
Investigation Order.
Page 31 of 46
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DURATION
PERSON IN
OF
CHARGE
ACTIVITY
5 minutes
Customer
Service
Assistant
Inspect the reported complaint and
recommend possible solution.
Forward Maintenance Order to the
Engineering and Water Resources
Department for appropriate action.
FRONTLINE SERVICES NO. 4 - Water Testing Services
Monday to Friday, 8:00 AM - 12:00 NN & 1:00 - 5:00 PM
Concessionaires of INWD and the public who want to test the quality of their water.



Sampling bottle
Microbiological Analysis - sterilized glass bottle with at least 250 ml. of water sample.
Physical/Chemical Tests - clean plastic bottle with at least 3 liters of water sample.
Fees:


Microbiological Analysis
Bacteriological
1. Preliminary Test - P300.00/sample
2. Confirmatory Test - P300.00/sample
Page 32 of 46
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1 hour
Technical
Investigator
1 to 4 hours Engineering
Personnel
DURATION
PERSON IN
OF
CHARGE
ACTIVITY
STEP
APPLICANT / CLIENT
SERVICE PROVIDER
1
Proceed to the Water-Testing
Laboratory and secure
Laboratory Analysis Request
Form (LARF).
Give the applicant a LARF and inform him/her
of the laboratory fees.
Submit accomplished form.
Receive and check Form then advise the
applicant to pay the corresponding fee(s) to the
teller at the commercial division.
5 minutes
5 minutes
Teller
1 minute
QC/QA
Inspector
2
3
Pay the required fees/charges.
Issue official receipt.
4
Submit water samples and
present the official receipt.
Check receipt, record the OR #, accept the water
samples and advise client when to get the
laboratory results.
Tag the water samples with the sample
laboratory numbers.
Conduct laboratory analysis of the water
samples submitted for testing
Prepare laboratory report(s).
10 minutes
QC/QA
Inspector
Chemist A
QC/QA
Inspector
Chemist A
Chemist A
1 minute
QC/QA
Inspector
Chemist A
4 days
QC/QA
Inspector
Chemist A
1 day
QC/QA
Inspector
Chemist A
5
Issue of laboratory report(s).
1 minute
QC/QA
Inspector
Chemist A
Page 33 of 46
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FRONTLINE SERVICES NO. 5 - Reconnection/Reopening of Water Services / Restore Services Due
To Interruptions Such As Power Outage, Minor Service Repair, Transmission and Service Line
Leakage
(Items 1 to 4) Monday to Friday, 8:00 AM - 5:00 PM
Residents of Laoag, Bacarra, Pasuquin, Vintar, Paoay, Solsona, Piddig, Pinili, Currimao, and Badoc provided they are
within the service area of INWD who want to reconnect/re-open water services.


Fully accomplished Service Application Form (4 copies)
Photocopy of Identification Card such as postal ID, voter's ID, Senior citizen's ID and others (one ID only)
Fees:




Re-opening fee - P450.00
Guaranty Deposit - (2 months average consumption)
Back Accounts - (it depends upon previous bill)
Attorney's fee - 10% of the current bill
Page 34 of 46
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STEP
1
APPLICANT /
CONCESSIONAIRE
Get a Service Application and
Construction Form (SACF) and
submit to the Customer Service
Asst. B
SERVICE PROVIDER
Give the applicant five (5) copies of Service
Application and Construction Form and brief
applicant on service and requirements for reopening of water connection.
DURATION
PERSON IN
OF
CHARGE
ACTIVITY
15 minutes
Customer
Service
Assistant
5 minutes
Customer
Service
Assistant
1 hour
Technical
Investigator
5 minutes
Teller
10 minutes
Customer
Service
Assistant
Evaluate arrear records of applicant,
If any.
2
Submit accomplished Service
Application Form together with
other requirements such as
photocopy of identification card
Receive Service Application Form and inform the
applicant to return after the inspection of the service
area.
Inspect the service area, determine water adequacy
of the applied reconnection and estimate the
materials needed and the amount to be paid.
Advise the applicant to secure excavation permit
from the City/Municipal Engineering office if
necessary.
3
Pay the required fees/charges to
the INWD Teller as determined by
the INWD Investigator
(Customer Serv. Asst. A)
Issue Official Receipt
Forward Service Application Forn to the:

a) Customer Service Asst. B for recording
b) Customer Service Officer for evaluation and
c) Commercial Department Manager for
approval.
Page 35 of 46
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Forward the duly approved service application to the
Engineering and Water Resources Department for
tapping the installation of new water service
connection.
5 minutes
Customer
Service
Assistant
4
Tap/install water connection
1 to 3 days
Engineering
Personnel
5
Restore water service when there are interruptions
due to power outage and minor service repair
1 to 2 hours
Engineering
Personnel
6
Repair Transmission and Distribution Line Leakage
5 to 6 hours
Engineering
Personnel
FRONTLINE SERVICES NO. 6 - REVISITING OF THE POLICY ON ILLEGAL CONNECTIONS AND
PILFERAGE
The General Manager presented to the Body of the Revised Board Resolutions of the District’s Policy on Illegal
Connection and Pilferage. The Board thoroughly discussed the salient features and took into consideration the
recommendations of management. The board decided to revise the policies to adjust to the needs of the times. After a
lengthy discussion, the following resolution was passed.
RESOLUTION NO. 004-08 (CODE 03)
On motion of Director Bertha De Lara, duly seconded by Vice-Chairman Amador Luz, the BOARD;
RESOLVES AS IT HEREBY RESOLVES, that illegal connection as now provided in the Resolutions of the District maybe
reconnected under the following conditions in addition to all imposable penalties and or surcharges by reasons of the
illegality of the connection as determined under existing policies to wit:
1.
Payment of the administrative penalty for illegal connections in the amount of Twenty Thousand
Pesos (P20,000.00) .
Page 36 of 46
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2.
The computation of the cost of water used to be paid, regardless of classification and in addition to the
administrative penalty, shall be determined based on the following:
a.
For Illegally Re-opened Disconnected/Closed Service Connection
The consumption shall be based on the highest record consumption reckoned from the time the
service connection was closed or disconnected up to the time that the illegal that the illegal or
unauthorized re-opening was uncovered.
b.
For Unregistered/By Pass Connection.
The consumption shall be based on the highest recorded consumption multiplied by three (3)
years.
c.
For Tampered with Water Meters
The consumption shall be based on the average consumption per capita for the current month
multiplied by the number of occupants as determined after investigation and computation shall be
reckoned from the time the water meter was determined tampered with and based on the
consumption pattern up to the time it was uncovered OR the highest recorded consumption ever
whichever is higher.
3.
Illegal Connections referred herein shall refer to and shall include the following:
a.
Water service connection to the Water Supply System of the Ilocos Norte Water District through
which a person derives water supplied by the Water District who has not filed any application for
water service connection duly approved by the Ilocos Norte Water District.
b.
Water Service Connection with the Water Supply System of the Ilocos Norte Water District with
an application filed and duly approved by the Ilocos Norte Water District, but has been
disconnected for non-payment of billing and other charges and / or other increments thereof,
disconnection upon request of concessionaires and / or disconnected for any reason or reasons
but has been illegally re-opened.
c.
Duly approved water service connection with the Ilocos Norte Water District, which thereafter has
been discovered with a tampered meter; PROVIDED, that TAMPERED METER as used in this
number shall refer to and include any matter which has been provided with a by-pass or any
Page 37 of 46
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gadget, system or instrument or object or subject to any manipulation or to any extent impedes,
restricts or retards in any manner the normal operation of the meter.
d.
4.
A service connection is limited to only one house building or premises and that the act of giving
or allowing connection from his/her premises to another house, apartment, dwelling, etc. shall
be considered illegal.
Informers reward shall be 50% of the administrative penalty and shall be given to the informant or
discoverer but the reward shall be paid only after the amount of the penalty shall have been finally
collected from the offending concessionaires.
PROVIDED, that any policy previously existing, or any part thereof, or any rule or regulation
inconsistent with or contrary to the provisions hereof are hereby declared repealed, amended or abandoned
accordingly.
FAQs ON THE UNCOVERING / APPREHENSION OF ILLEGAL CONNECTIONS
Q1: WHO SHALL BE AUTHORIZED TO APPREHEND?
A1: An Illegal Connection Uncovering Team (ICUT) shall be formed and composed of the following:
a.) One (1) representative from each Department
b.) Assistance from the Philippine National Police if necessary
Q2: HOW IS INFORMATION HANDLED?
A2: All reported cases of illegal connections should be forwarded immediately to the Office of the General Manager or
informer should report illegal connections directly to the General Manager and that his or her identity should be
guarded with strict confidentiality.
Informer shall provide the following:
a.) Name of Violator
b.) Complete address with location sketch
c.) Detailed sketch of the exact location where the illegal connections is installed
Q3:
WHAT
IS
THE
PROCEDURE
IN
UNCOVERING
CONNECTIONS?
A3:
1. Inform the violator re: alleged illegal connection
Page 38 of 46
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/
APPREHENDING
ILLEGAL
2. The ICUT shall enter the premises where the violation is committed at any reasonable hour of the day as
provided for in No. 15 of the Water Service Contract and that the owner / occupant or tenant of the house shall
be present to witness the uncovering of the illegal connection.
3. Upon confirmation of illegal connection, pictures video and paraphernalia used by the violator should be
taken by INWD as evidences.
4. Service connection of the violator should be immediately cut-off to force the issue.
5. The team leader shall immediately make a report and submit the same to the General Manager for his
information and appropriate action.
6. Management shall immediately make an official written notice. The violator shall be given seven (7) days from
receipt of such notice within which to appear before management to settle his/her obligations.
7. If the violator fails to settle his obligation within the specified period, a case of water pilferage shall be filed
against his/her as provided in Chapter VII, Sec. 31 of PD 198 Protection of Water and Facilities of District and
Sec. 8 of RA 8041 Water Pilferage Law.
FRONTLINE SERVICES NO. 7.1 & 7.2 - INVESTIGATION SERVICES (WATER CONNECTION AND
WATER SERVICE RELATED QUERIES)
7.1 - INVESTIGATION SERVICES (WATER SERVICES)
Monday to Friday, 8:00 AM - 12:00 NN & 1:00 - 5:00 PM
Concessionaires within the service area of INWD who have service request/complaints related to:





High consumption
Very low consumption
Zero consumption
Decrease in reading
Re-classification
Page 39 of 46
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


Transfer of Name
Re-read
No water

Accomplished Investigation Order
STEP
APPLICANT /
CONCESSIONAIRE
SERVICE PROVIDER
1
Customer files complaint,
reports thru phone or
personally
Customer Service Assistant prepares an investigation
order / maintenance order indicating therein the date
and nature of request.
2
3
4
5
Customer Service Assistant records service request on
the investigation log book and on the maintenance
request form to be forwarded to E&WR Department.
Customer acknowledges the
Investigator receives and acts on the Investigation
inspection and allows the request. Records result to log book. Issues maintenance
Investigator to enter his/her / calibration order if in case the result is pertaining to
premises.
meter and leakages.
DURATION
PERSON IN
OF
CHARGE
ACTIVITY
3 minutes
Customer
Service
Assistant
20 minutes
Customer
Service
Assistant
15-20
minutes
Investigator
Customer Service Assistant records the accomplishment
20 minutes
of the Tech. Investigator
The Division Manager reviews the Customer's
Investigation reports and determines those for
encoding, for adjustment and for filing, based on the
comments / results of the Investigation.
Page 40 of 46
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30 minutes
Customer
Service
Assistant
Division
Manager
7.2 - Investigation Services (WATER CONNECTION)
Concessionaires within the service area of INWD who have service request/complaints about:


Transfer of Tapping
Relocation of Meter

Accomplished Investigation Order
STEP
APPLICANT /
CONCESSIONAIRE
1
Proceed to the Customer Service
Assistant (Front Desk) of INWD
Commercial Department
SERVICE PROVIDER
DURATION
PERSON IN
OF
CHARGE
ACTIVITY
Customer
Service
Assistant
2
Our Customer Service Assistant requests all
needed personal information from the
concessionaire including the sketch of the location
as well as the concessionaire's contact number
3
The following
Wait for our Technical Investigator to conduct an day after the
inspection on the proposed site of relocation and
Technical
filing of
to estimate the cost of materials needed for
request (10 Investigator
relocation
minutes)
4
2 minutes
The following
Get the duly accomplished
Issues duly accomplished Relocation /
day after the
Maintenance / Relocation Order Maintenance Order Form including the fees to be inspection
to CSC
paid
(2 minutes)
Page 41 of 46
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Customer
Service
Assistant
Customer
Service
Assistant
5
6
7
Proceed to the INWD Teller for
payment of materials /
relocation charges
Issues Official Receipt
2 minutes
Teller
For review and approval by the Commercial
Services Department Manager
1 minute
Division
Manager
The following
day after
payment of
Forward the request to the E&WR Department for relocation /
relocation / tapping
tapping
charges
(2 minutes)
Page 42 of 46
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Customer
Service
Assistant
Page 43 of 46
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CLIENT FEEDBACK FORM
Page 46 of 46
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ILOCOS NORTE WATER DISTRICT

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