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PLARIDEL WATER DISTRICT
2015
OPERATIONS
MANUAL
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Table of Contents
I. Introduction ............................................................................................................................. ...........................3
II. Definition of Terms ..........................................................................................................................................4
III. General Information ......................................................................................................... ...............................5
A. Profile of PWD .....................................................................................................................................5
B. Areas of Operation .............................................................................................. ...............................7
IV. Organization and Responsibilities..............................................................................................................8
A. Organizational Structure
A.1. Board of Directors.....................................................................................................................8
A.2. Office of the General Manager..............................................................................................9
A.3. Administrative and Finance Division..............................................................................10
A.4. Commercial Division..............................................................................................................11
A.5. Engineering and Technical Services Division..............................................................12
B. Duties and Responsibilities..........................................................................................................13
V. Operational Control and Supervision.....................................................................................................14
VI. Operating Procedures...................................................................................................................................16
VII. Appendices.........................................................................................................................................................31
VIII. Feedback Form.............................................................................................................................................32
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Introduction
The Operations Manual of Plaridel Water District (PWD) 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 PWD, 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 department.
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
PWD Activity flow charts are used to illustrate the different processes involved in daily
operations.
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DEFINITION OF TERMS
PWD – Plaridel Water District
PD – Presidential Decree
Category B – The categorization is a two-stage process. The initial stage is categorization
based on the Number of Active Service Connections. For Category B a service connections
of at least 10,000. The second stage of categorization considers the following factors: Gross
Revenues, Total Assets, Net Income before Interest and Depreciation, and Staff Productivity
Index. These factors will determine the Point-Rating Category Points 50 – 74 for Category
B. Whichever is lower is the FINAL CATEGORY of the LWD.
SOA – Statement of Account
PPE – Property Plant and Equipment
PR – Purchase Order
HPC – Heterotropic Plate Count
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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GENERAL INFORMATION
PROFILE Plaridel Water District was founded on September 26, 1986, pursuant to PD 198 or Water Utilities Act of 1978. A Conditional Certificate of Conformance no. 277 was issued on Jan. 15, 1987 by the Local Water Utilities Administration (LWUA). PWD is now categorized as Category B Water District with 57 approved plantilla, 21 of which are vacant. PWD has 15, 786 concessionaires with an average billing of Php 3.89 million monthly.
Figure 1: PWD Logo
Mandates and Functions The Plaridel Water District (PWD), by virtue of Presidential Decree no. 198, was created as an agency mandated to operate, maintain, improve and expand water supply delivering affordable, safe and potable water for domestic and industrial uses to the residents and lands within the jurisdiction of Plaridel and nearby barangays where it is considered necessary. The PWD shall manage a system of water distribution that will be accessible to all sectors of society, ensure uninterrupted and adequate water and conduct other functions and operations incidental to water resource development, proper utilization and disposal.
VISION
A respectable organization of competent and dedicated workers with a task of giving quality service for a progressive, developed and sustainable water supply.
MISSION
To provide safe, potable and flowing water to as many concessionaires as possible at the
least possible cost.
PERFORMANCE PLEDGE
We, the Officials and Employees of Plaridel Water District commit to provide and efficient serve you with safe, potable and flowing water supply at the least possible cost.
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BOARD OF DIRECTORS (year 2015) Nancy C. Dela Cruz Board Chairman Domingo A. Lucas Vice Chairman Franklin R. Castillo, Sr. Board Secretary Liwayway F. Camitan Board Member Emilio DJ. Jacinto Board Member
PUMPING STATIONS IMPLEMENTATION YEAR
1. TABANG 1993
2. BINTOG 1998
3. SIPAT 1999
4. CULIANIN 2008
5. PARULAN 2011
6. BULIHAN 2013
7. LALANGAN 2014
Table 1: PWD Pumping Stations as of year 2015
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AREAS OF OPERATION
Barangays that are served by PWD as of year 2015
1. Agnaya
2. Bagong Silang
3. Banga I
4. Banga II
5. Bintog
6. Bulihan
7. Culianin
8. Dampol
9. Lagundi
10. Lalanga
11. Lumangbayan
12. Parulan
13. Poblacion
14. Rueda
15. San Jose
16. Sta. Ines
17. Sto. Niño
18. Sipat
19. Tabang
1. 2.
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ORGANIZATION AND RESPONSIBILITES
PLARIDEL WATER DISTRICT ORGANIZATIONAL CHART
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DUTIES AND REPONSIBILITIES The Primary Functions Board of Directors is a policy making body. Ensures the availability of adequate financial resources and approves annual budget. Administrative and Finance 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. It is also responsible for the 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 wells as monitoring the budget performance. Commercial Division provides customer services to the concessionaires/client. Responsible for billing and collection of water sales of the district. It is divided into two divisions. Customer Accounts Section is responsible for meter reading, billing and collection. Assists in the recording and posting of payments and monitoring of the customer accounts. Customer Services Section is responsible in attending customer service requests and complaints. Responsible for the marketing strategies/program implementation and public information. In-charge in inspection and investigation regarding water connection. Engineering and Technical Service Division is responsible for the management of the water systems maintenance operations; and management of production and water distribution operations. Water System Maintenance Section 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. Responsible for the water maintenance and disconnection and reconnection of service lines. Production Section is responsible for the pumping operations and water distributions. Monitors the water quality. In-charge for the pumping facilities maintenance management, gathering and keeping of data analysis.
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OPERATIONAL CONTROL AND SUPERVISION The General Manager shall exercise operational control over the following duties:
1. Regular conduct of staff and committee meetings; 2. Preparation of agenda for Board Meeting; 3. Implementation of agency’s policies, rules and regulations; 4. Participation in district’s activities with other organizations.
The General Manager has the ultimate decision-making authority in all matters affecting the district. The Division Manager of Administrative and Finance Division shall exercise operational control over the following duties:
1. Preparation of Financial statements; 2. Preparation of statement of Bank Reconciliation; 3. Preparation of Creation, Reclassification and upgrade of Positions; 4. Preparation and updating of PPE Depreciation Schedule; 5. Preparation of Annual Budget; 6. Conduct of in-house training; 7. Preparation and release of Payroll; 8. Meet BIR deadlines; 9. Preparation and submission of Alphalist of withholding taxes, annual registration
fee & Income Tax Return (ITR); 10. Preparation of Disbursement Voucher; 11. Liquidation of Cash Advance; 12. Report of Monthly remittances and loan payment; 13. Preparation and payment of BIR, GSIS, HDMF, Philhealth LWUA; 14. Reports of daily Collection and Deposit; 15. Deposits of cash and check collections; 16. Administration of Petty Cash Fund; 17. Release of checks; 18. Maintenance of 201 files; 19. Submission of SALN; 20. Updating leave records; 21. Preparation and submission of Report on Salaries and Allowances (ROSA) received
by principal officers and governing board of Directors to Commission on Audit (COA);
22. Quarterly report submission of: “Mamamayan Muna Program” (MMP), Report on Accession; Report on Separation;
23. Issuance of “Acknowledgement Receipt of Equipment” (ARE) Semi expendable and Non-expendable property;
24. Preparation of Purchase Order/Request; 25. Posting to Phil-GEPS for invitation to bid; 26. Preparation of procurements
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27. Issuance of materials and supplies 28. Physical count of inventory 29. Submission of Inspection and Acceptance Report (IAR); 30. Delivery of Documents to outside public.
The Security Guard shall exercise operational control over the following duties.
1. Building, facilities and property safeguarded against theft, vandalism, fire and illegal entry.
2. Office building sanitized, cleaned and secured. The Division Manager of Commercial Division shall exercise operational control over the following duties:
1. Processing of Applications for: New water service connections, change name, maintenance & inspection order;
2. Issuance of Official Receipts; 3. Submission of Schedule of Accounts Receivable; 4. Submission of Collection Report; 5. Checking of high water consumption.
The Maintenance Foremen under the Maintenance Section shall exercise operational control over the following duty:
1. Water meter relocation; 2. Repair/Calibration of water meter due to blurred, stuck-up or damage; 3. Repair of the main or distribution line; 4. Repair of service line or meter stand pipe leak; 5. Installation of new water service connections; 6. Issuance of water bills (SOA) 7. Issuance of Official Receipts upon collection (field collection) 8. Conduct of network flushing activity; 9. Report on Non-Revenue Water (NRW) or Unaccounted water per cubic meter;
The Maintenance General Foreman under Production Section shall exercise operational control over the following duties;
1. Submission of water samples for Bacti-Testing & Heterological Plate Count (HPC) to Provincial Health Office monthly;
2. Submission of chemical and physical testing of water samples from all pumping stations;
3. Submission Summary Report on Microbiological Test of water samples to LWUA; 4. Operation of Chlorination equipment; 5. Maintenance of Installation of electrical wiring; 6. Operation and maintenance of Generators.
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OPERATING PROCEDURES
I. COMMERCIAL DIVISION A. APPLYING FOR NEW CONNECTION
About the service
The service connection intends to help concessionaires avail of safe and potable water
supply at the least possible cost. Water service installation is made after site inspection
and payment of all applicable fees at the PWD office.
Who may avail of the Service?
All bonafide residents of Plaridel, Bulacan
Schedule of Availability of the Service:
Monday – Friday
7:00 am – 5:00 pm
NO NOON BREAK
What are the requirements?
1. Residence Certificate for the current year
2. Sanitary /Plumbing Permit from the Municipal Engineer
3. Proof of Ownership – Any of the following: Land Title, Tax Declaration of the
Property, Official Receipt of Real Property Tax for the current year;
4. If applicant is not the property owner, an authorization letter from property owner
to apply water service for the property and service deposit fee in the amount of P
500.00 shall be paid; (See checklist for more details)
5. If applicant is a resident of Brgy. Culianin and those living along the provincial road
from Brgy. Culianin to Sapphire Homes in Brgy. San Jose, clearance from Bustos
Water District is required as additional requirement.
Duration
Inspection - 1 to 2 days from date of filing of application
Tapping - 1 to 3 days under normal conditions
Boring - 5 days
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How to avail of the Service
Step Client Service Provider Duration
(under normal circumstances)
In- Charge Fees Form
1
Present requirements for application
of service connection and
fills up application
form.
Encode & Print Water Service Application,
Contract, Memorandum Receipt
10 minutes Customer
Service Assistant None
Water Service Application,
Contract, Memorandum
Receipt, Photocopy of
residence certificate &
Sanitary Plumbing permit
2
Check the correctness of
data in the contract, if
found correct, signs the same.
-Review documents. Verify if all pages are
complete and properly signed.
- Ask client about vicinity or location and purpose
of connection; Inform client of schedule of
inspection. - Direct client to cashier
for payment of fees
5 minutes Customer
Service Assistant None
Water Service Application,
Contract, Memorandum
Receipt, Photocopy of
Residence Certificate &
Sanitary Plumbing permit
3 END OF
TRANSACTION
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Present Application
Form and pay Application Fee.
-Accept payment and issue Official Receipt
- Forward all documents to Commercial Division
for site inspection
5 minutes Cashier P 100.00 Official Receipt
5 END OF
TRANSACTION
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Receive client copy of
Materials Requisition Slip
- Site Inspection and issuance of Materials
Requisition Slip to client - Advise client to go to
office for assessment and payment
1 to 2 days Inspector
Commercial Division
None Materials
Requisition Slip
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TRANSACTION
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Present client copy of
Materials Requisition Slip at the office for
assessment
- Computes Installation Cost & Materials
- Informs client of computed amount
- Advise client to proceed to cashier for payment - Schedule and advice
client to attend seminar
10 minutes Customer
Service Assistant
Bill of Materials
Form
9 Proceed to cashier for payment
-Accept Payment and issue Official Receipt
5 minutes Cashier Amount
Computed Official Receipt
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End of Transaction
-Preparation and Approval of Service Connection Order
-Forward to Engineering Division for installation
5 minutes Customer
Service Assistant
Construction Order,
Water Service Application,
Contract, Memorandum
Receipt, Photocopy of
Residence Certificate &
Sanitary Plumbing permit
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11 Acceptance of
Work done
-Installation of Service Connection - Give client
copy of contract, memorandum receipt - Forward accomplished Construction Order to
Commercial Division for updating of account
1 to 3 days Water
Maintenance Man
12 Feedback regarding
installation
-Post Inspection of Service Connection
10 minutes Inspector Feedback Form
B. APPLYING FOR SERVICE RECONNECTION About the service
Service reconnection covers installation of water service to disconnected account whether
by a) temporary disconnection through seal (tag) or b) through pullout of water meter or
through permanent disconnection from the mainline. The concessionaire should pay all
outstanding or unpaid water bill, reconnection fee, additional guaranty deposit (if any) and
materials (if any).
Who may avail of the Service?
All concessionaires with inactive or disconnected service connection whether by
temporary disconnection through a) tag; b) pulled out water meter or; c) permanent
disconnection from the mainline.
Schedule of Availability of the Service:
Monday – Friday
7:00 am – 5:00 pm
NO NOON BREAK
What are the requirements?
Full payment of unpaid water bill, reconnection fee, and other necessary charges
Duration
Reconnection is completed within the day after payment of fees if temporary disconnected
through seal (tag) and 1- 3 days under normal condition if the water meter is pulled out or
disconnected from the mainline.
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How to avail of the Service
Step Client Service Provider Duration
(under normal circumstances)
In- Charge Fees Form
1
Proceed to Customer
Service and request for
service reconnection &
Signs documents
-Prepare application for reconnection &
Memorandum Receipt - Request customer to sign
Memorandum Receipt -Direct customer to
cashier and teller for payment
5 minutes Customer
Service Assistant
Application for Reconnection & Memorandum
Receipt
2
Proceed to cashier for payment &
present application for reconnection
-Accepts payment and issue Official Receipt
-Forward to Commercial Division documents for
processing
5 minutes Cashier &
Teller
Unpaid Water Bill,
Reconnection Fee of P
150.00 plus other charges,
if any
Official Receipt
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END OF TRANSACTION
- Preparation and approval of reconnection
order and other documents
-Forward all documents to Engineering for
Installation
5 minutes Customer
Service Assistant
Reconnection Order,
Application for Reconnection & Memorandum
Receipt
4 Acceptance of
Work completed
-Installation of Service Reconnection
-Forward accomplished reconnection work to
Commercial Division for updating of records
1/2 day if temporary
disconnection. 1 to 3 days if meter
was pulled out.
Water Maintenance
Crew
5 Feedback Post Inspection of service
reconnection 10 minutes Inspector Feedback Form
C. REQUEST FOR TEMPORARY SERVICE DISCONNECTION About the service
Temporary service disconnection involves concessionaire’s request to remove the installed water
service through tag or through pull out of water meter provided the concessionaire pays the
outstanding water bill.
Who may avail of the Service?
All concessionaires who wish to temporarily disconnect their water service installed through tag or
through pull-out water meter due to a) unoccupied premises for apartments; and b) for any valid
reason that the service needs to be disconnected.
Schedule of Availability of the Service:
Monday – Friday
7:00 am – 5:00 pm
NO NOON BREAK
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What are the requirements?
Full payment of outstanding unpaid water bill
Duration
Temporary disconnection is completed within the day after the full payment of all
outstanding water bills.
How to avail of the Service
Step Client Service Provider Duration
(under normal circumstances)
In- Charge Fees Form
1
Proceed to customer
service and request for temporary
service disconnection &
signs request form.
-Prepare service request -Direct client to teller for
payment of water bill. 5 minutes
Customer Service
Assistant
Service Request
2
Proceed to cashier for payment of outstanding water bill.
-Accepts payment and issue Official Receipt
-Forward to Commercial Division documents for
processing
5 minutes Teller Unpaid
Water Bill Official Receipt
3
END OF TRANSACTION
Preparation and approval of Disconnection Order -Forward all documents to Engineering for action
5 minutes Customer
Service Assistant
Disconnection Order & Service Request
4 Acceptance of
Work completed
-Implementation of Service Disconnection
-Forward accomplished Disconnection Order to Commercial Division for
updating of records
1/2 day Disconnection
Team
5 Feedback on temporary
disconnection
Post Inspection of service disconnection
10 minutes Inspector Feedback Form
D. REQUEST FOR MAINTENANCE REPAIR
About the service
This involves concessionaire’s request for maintenance repair such as:
a) Reclassification
b) Re-read due to High Consumption
c) Change in Account Number and/or Change in Zone Number/Book Number
d) Change in Account Name
e) Change in Meter Size
f) Bacteriological Test
g) Meter Replacement
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h) Calibration of Water Meter
i) Relocation of Water Meter
j) Transfer of Service Line
k) Leak Repair
l) Inspection for Illegal Connection
m) Flushing
n) Replacement of Gate Valve
Who may avail of the Service?
All concessionaires of Plaridel Water District who wishes to request assistance regarding
their water service connection.
Duration
Within the day of the request
Schedule of Availability of the Service:
Monday – Friday
7:00 am – 5:00 pm
NO NOON BREAK
How to avail of the Service
Step Client Service Provider Duration
(under normal circumstances)
In- Charge Fees Form
1
- Proceed to customer
service and make a request
for maintenance repair - Signs
Maintenance Order Form.
-Prepare service request 5 minutes Customer
Service Assistant
Maintenance Order
2
Proceed to cashier for payment of materials.
-Accepts payment and issue Official Receipt
-Forward to Commercial Division documents for
processing
5 minutes Teller Amount of
Materials to be used
Official Receipt
3
END OF TRANSACTION
Preparation and approval of maintenance order
-Forward all documents to Engineering for action
5 minutes Customer
Service Assistant
Disconnection Order & Service
Request
4 Acceptance of
Work done
-Implementation of Service Request
-Forward accomplished maintenance order to
Commercial Division for updating of records
1/2 day Maintenance
Team
5 Feedback on
service Post Inspection of service 10 minutes Inspector Feedback form
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E. PAYMENT OF WATER BILL
About the service
Billing Cycle
During the first ten (10) working day of the month, concessionaires will receive their
billing statement or billing notice indicating the amount to be paid for water consumed for
the stated period.
Water Rates
The amount to be paid by a concessionaire is based on the approved water rate by the
Local Water Utilities Administration (LWUA). Currently, the minimum rate for residential
classification is P 80.00 for the first 10 cu. m. of water consumed. (See table of water rates
for other classification)
Due Date
Concessionaires are required to pay their water bill at our office or to our billing partners
such as 711 outlets on or before the due date. The due date varies for each billing cycle but
it is more or less 15 days after receipt of the billing notice. In case the due date falls on a
holiday or non working day, the next working day shall be its due date.
Non-payment of account on or before due date
In case the concessionaire fails to make their payment on or before the due date, a 10%
penalty charge shall be added to its current bill.
Disconnection Policy
Disconnection notices are tendered to concessionaires who fail to pay their bill after the
due date. Concessionaires are given five 5 (days) to settle their account. After the five (5)
day extension has lapsed the disconnection team will render the disconnection of service
should the concessionaire fail to settle their arrears.
Concessionaires are advised to settle their bills only at our office or through our billing
partners. Meter readers and other field personnel are not authorized to accept payment.
Who may avail of the Service?
All concessionaires of Plaridel Water District
Schedule of Availability of the Service:
Monday – Friday
7:00 am – 5:00 pm
NO NOON BREAK
Requirements:
Current month’s billing notice & Cash or Check payment payable to Plaridel Water District;
Promissory Note if on instalment basis;
Previous month’s billing notice or official receipt, if there is no water bill or lost water bill
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If there is no available copy, proceed to the customer service counter and ask for assistance
on your account number.
How to avail of the Service
Step Client Service Provider Duration
(under normal circumstances)
In- Charge Fees Form
1
- Proceed to windows 1 or 2
and present billing notice
-Receives
Official Receipt (customer’s copy) and
change if any
-Encode account number & check/verify account
name & water bill amount
-Accepts payment & Issue official receipt
5 minutes Teller
Total Amount
Due Water Bill
END OF
TRANSACTION
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II. ADMINISTRATIVE AND FINANCE DIVISION
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APPENDICES Reference: Department of Budget and Management (2011). Revised Local Water District manual on categorization, re-categorization and other related matters (LWD – MaCRO). Retrieved October 5, 2015 from http://www.lwua.gov.ph/wd_classification/Revised-Local-Water-District-Manual-MaCRO.pdf
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