plaridel water district · 4 definition of terms pwd – plaridel water district pd –...

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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




Residence Certificate &


3 END OF

TRANSACTION

4

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

6

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

7 END OF

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,




Residence Certificate &


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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).


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.


Monday – Friday

7:00 am – 5:00 pm

NO NOON BREAK


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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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

3

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.


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.


Monday – Friday

7:00 am – 5:00 pm

NO NOON BREAK

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Full payment of outstanding unpaid water bill

Duration

Temporary disconnection is completed within the day after the full payment of all

outstanding water bills.





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.



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


All concessionaires of Plaridel Water District who wishes to request assistance regarding

their water service connection.

Duration

Within the day of the request


Monday – Friday

7:00 am – 5:00 pm

NO NOON BREAK





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.



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.


All concessionaires of Plaridel Water District


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.





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

http://www.lwua.gov.ph/wd_classification/Revised-Local-Water-District-Manual-MaCRO.pdf

http://www.lwua.gov.ph/wd_classification/Revised-Local-Water-District-Manual-MaCRO.pdf