Tandag City Water District

THE OPERATIONS MANUAL

Table of Contents

Introduction ……………………………………………………. 1

Overview …………………………………………………… 2

Vision

Mission

Core Values

Strategic Goals

Operation …………………………………………………………. 4

Structure …………………………………………………. 7

Functions …………………………………………………. 13

Operating Procedures …………………………………………… 15

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Introduction Extending the highest quality service 24 hours a day and seven days a week to

water consumers of Tandag City serves as the driving force of Tandag City Water

District to continue strive to become more efficient and effective water provider in the

locality.

TWD, throughout the years of operation, has experienced challenges that are

unprecedented it its history. Water sources both ground and surface waters at some

point are becoming unreliable. There is climate change which contributed to that state

too. The rapid growth of Tandag City is another test to the District’s reliable service.

These are just few of the difficulties that are creating barriers in TCWD’s way going to

the intended direction.

In an attempt to rise above from these obstacles, vigorous actions are seen to be

the District best response. From here, the management and with support of the Board

considered processes and actions which further defined its direction and decisions on

allocating its resources, manpower including as well its assets.

To align to the latest trend and requirements of transparency in government

operations, TCWD designs this operations manual which lays the general information of

the District. This manual is directed to communicate to readers about the structure,

functions and responsibilities of the District to water consumers of Tandag City.

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OVERVIEW The creation

In 1960, a water system to serve Tandag City, a municipality then, was constructed. The municipal government managed and operated the original water system at that time. It consists of a dug well, pumping station, elevated concrete reservoir and 100 linear meters of transmission and distribution pipelines.

On 4 June 1979, counted as about nineteen years to have passed, TWD was

finally created in accordance with Presidential Decree (PD) 198, known as the Provincial Water Utilities Act of 1973. This act made way for TWD to take over the ownership and management of the water supply from the municipal government.

The Local Water Utilities Administration (LWUA) on 4 December 1979 awarded

to TWD the Conditional Certificate of Conformance with CCC No. 105 after complying the requirements of the certification program, which entitle the District with all rights and privileges authorized under PD 198, as amended.

Four years after, TWD initiated the entirely new water supply system patterned

after the Water Supply Feasibility Study of Motor Columbus Consulting Engineers, Inc. completed in October 1983. The new system under TWD Phase I Program was finished in 1987 and served the barangays of Quezon, Bioto, San Agustin Sur, Dagocdoc, Bongtud and Bag-ong Lungsod.

VISION TCWD envisions to attain growth and efficiency as an economically viable utility in the service of the people under a well-balanced environment and effective management of human and natural resources conforming to the ever-growing advancements of water supply management.

MISSION

TCWD stands to deliver safe, potable, affordable and sustainable water supply and, to protect and develop our watersheds and the environment for the preservation of Tandag City’s ecological balance.

CORE VALUES

Integrity. We value integrity in our day to day operation and treat our customers in an honest, ethical, responsible and respectful manner.

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Accountability and Transparency. We value accountability and transparency. Accountability for our actions in carrying out all District operations and transparency in terms of communicating openly our policies, processes, plans and programs. Growth and Development. We value the growth and development of our team of workers to maximize their potentials for the assurance that they could provide the highest quality service to our customers. We ensure that the successes and abilities of each employee, which contribute to achieving our mission and vision, are recognized. Teamwork. We value working together as team and share information and resources to attain our collective goals. We value the differences of each individual employee and treat them with respect and dignity. Public Trust. We value public trust and confidence; we shall maintain and enhance them through demonstrating excellence in quality of water we deliver and satisfying the needs of our customers.

TCWD STRATEGIC GOALS

Goal 1 To maintain and upgrade the water distribution system and facilities. Goal 2 To improve the quality and reliability of water through maintaining the responsible stewardship of water sources’ forest covers. Goal 3 To provide high quality customer service. Goal 4v To strengthen the human resource administration, thereby increasing the productivity, employee retention and morale.

Goal 5 To improve the linkages and networking within the organization.

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OPERATION The Service Areas Today, TWD is serving more than 7,000 connections and covering almost seventy percent (70%) of the entire area of Tandag City. Over 40,000 is the calculated population to have benefited in the District water systems from the fourteen (14) different areas: Awasian, Bag-ong Lungsod, Bioto, Bongtud, Buenavista, Dagocdoc, Mabua, Pangi, Quezon, Rosario, Salvacion, San Agustin Norte, San Agustin Sur and Telaje. Development Projects I. TWSSIP – phase II project

In 2002, when the Asian Development Bank (ADB) granted P33 million loan package to TWD through LWUA, the District immediately constructed Tandag Water Supply System Improvement Project (TWSSIP), under the Small Towns Water Supply Sector Project.

This phase II project has utilized Ihawan Creek as its source. It was established

including the rehabilitation of the water system with the construction and installation of 10.5 kilometers transmission/distribution mains, provisions for gas-chlorinating facilities with generator set. The construction of which initiated by administration was completed in June 2004. II. The BWSS The Buenavista Water Supply System (BWSS) is the District expansion project to Brgy. Buenavista, a service area in the northern part of Tandag City, operated on 28 August 2006. This system was partly funded by former Congressman and LWUA BOT Chairperson Prospero A. Pichay and SDS Provincial Government. BWSS included the development and construction of 90 cubic meters ground reservoir, pumping station with submersible pump, chlorinator house and disinfection facilities, pipe bridge crossing, including the installation of PVC transmission and distribution lines. Presently, this system is providing water to the areas of Salvacion, Pangi and San Agustin Norte. This programmed expansion to adjacent barangays was realized in 2010 when LWUA granted financial assistance to the District under Non-LWUA Initiated Funds. III. The Ihawan Spring Community Watershed

On 12 July 2007, the 784 hectares Ihawan Spring Community Watershed was

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declared a protected area thru Administrative Order 2007-14, a second proclaimed watershed area in Surigao del Sur Province. TWD’s unrelenting effort has attracted other concerned agencies and stakeholder. To mention, the DENR-CENRO and PENRO-LGU assisted the District achieve its target. And as the lead agency in the Green Philippine Program, the two offices joined in series of tree planting activity that the District has initiated. Also, Harribon Foundation and ISSA (Ihawan Spring Stakeholders Association) took part. The outcome of that joint effort is various projects centered on reforestation, agro-forestry, soil and conservation in both upstream and downstream of the watershed area. Rehabilitating the forest cover of Ihawan Creek has become the District main thrust as it pays in generally protecting the interest of the water consumers who are hopeful of improved services, aside of course from the investment made. IV. Development of New Sources The District perseverance ended up with exploring new sources—Mangyan I and Mangyan II, now utilized to augment Ihawan Creek of the Phase II Water System. Impounding structures were set-up at the location of the new identified sources in 2008, 2009 and 2010, including transmission pipes and other attached accessories (the control valves and sets of chlorinating facilities). V. The Ground Steel Tank Reservoirs In 2009 and 2010, respectively, two structures of 400 cubic meters ground steel tank reservoirs were constructed in Brgy. Awasian to complete the Phase II Water System. The funding of the twin projects came from the loan package granted by LWUA. VI. Extension of Service Lines; Rehabilitation of Service Connections A total of 3,930 meters in length of distribution and transmission lines were laid and extended to Barangays Buenavista and Rosario, in the northern and southern part, respectively, of Tandag City. Extension of these pipelines has serviced and made residents of these areas availed potable water. Further, rehabilitation of dilapidated service connections were conducted. VII. Calibration of Water Meters The program of water meter calibration started in 2006, after determining that meters installed and in service for several years already failed to give accurate reading of actual consumption. As of July 2012, a total of 5,532 water meters were completely calibrated.

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VIII. Construction of the Administration Building The administration building set up in Balilahan, Barangay Mabua is one of the major projects that the District has implemented in 2009, which goes beyond the plans laid out in the development plan for 2006 to 2010. The construction is projected to cost at P 5 Million. LWUA has extended financial assistance to TWD amounting to One Million One Hundred Fifty Eight Thousand Eight Hundred Seventy and 63/100 (P 1,158,870.63) through NLIF and that formed part of the total project funding. The excess cost have been funded through the loan availed from Philippine National Bank (PNB).

IX. New Pumping Station in Barangay Quezon

The phase I system of TWD, of which source is the Tandag River, has included a pumping station situated in Tabon-tabon, Barangay Quezon. For several years, this infrastructure has been serviceable to the operation. But with the swift increases of commodities particularly diesel-fuel along with the salinity of the source, the efficiency of this structure has been affected. Luckily, with the District perseverance, a newfound source located in Sotel still part of the said barangay has been developed to augment and to serve as an alternative whenever the existing water systems are shut off during flooding. And with that, a new pumping station within that area has been constructed in May of 2011. The project funding totaling to One Million Seven Hundred Ninety-Eight Thousand (P 1,798,000.00) has been taken from the loan granted that the PNB has granted. X. Conventional Aeration Facilities & Brgy. Awasian Pump Station II The construction of conventional type aeration facility was done before end of 2015 second quarter. This was intended to correct the source high in iron at Awasian Pump Station II. As of this writing, the aeration is undergoing some improvements. The Brgy. Awasian Pump Station II was made operational in October of 2014. Similar with Quezon Pump Station II, this facility with 25 lps source capacity was constructed to augment the present sources of the District.

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STRUCTURE

OFFICE OF THE BOARD OF DIRECTORS

RODOLFO R. UY, CE Chairman

WALDERICO R. BONIFACIO Vice-Chair

JOSEFINA A. PRADO Secretary

WINIFREDA A.DAMIAO Treasurer

ISIDRO h.IRIZARI Member

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OFFICE OF THE GENERAL MANAGER

Annie O. Ty General Manager C

Gretchen N. Baghari M/AO-B

Moralyn G. Pabalate ASA-C

Carlos C. Parajes LEO

ADMIN. & GEN. SERVICES, FINANCE AND COMMERCIAL DIVIVISION

ENG’G., PROD’N. & WATER QUALITY AND WATERSHED MGT. DIVISION

BOD

8

9

OFFICE OF THE ADMINISTRATIVE & GENERAL SERVICES, FINANCE AND COMMERCIAL DIVISION

ADMINISTRATIVE & GEN. SERVICES, FINANCE AND COMMERCIAL DIVIVISION

Division Manager C

HUMAN RESOURCE, PROPERTY & SUPPLIES MGT., GEN. SERVICES &

FINANCE SECTION

COMMERCIAL SERVICES AND CASH MANAGEMENT & COLLECTION SECTION

A/GSO-A

Gen. Services, Property & Supplies Mgt. Unit

Finance Unit

Lourdes S. Bacornay ASA-A

ASA-B

Cheryl M. Elpa A/GSO-B

P/SA-B

Ivy B. Gujilde SC

Elindanne Y. Lim ASA

SCAA

Ivy B. Paganpan SAP-A

CBA

Alfredo P. Bago-od U/CSO-A

Billing & Commercial Services Unit

Cash Management Unit

DE-C

Jolyn P. Hernandez IRMA-B

Rodolfo R. Bandibas

W/SMM-B

Rosemarie F. Andres Cashier A

Michelle L. Patrimonio Cashier D

Cashiering Assistant

Carlos J. Martus DC

U/CSA-C

Fran Therese C. Manjares U/CSA-E

U/CSA-C

Human Resource Management Unit

ANNIE O. TY General Manager C

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OFFICE OF THE ENGINEERING & PRODUCTION, WATER QUALITY AND WATERSHED MANAGEMENT DIVISION

ENGINEERING & CONSTRUCTION, PRODUCTION & WATER QUALITY AND WATERSHED MANAGEMENT DIVISION

Division Manager C

ENGINEERING SECTION PRODUCTION & WATER QUALITY AND WATERSHED MGT. SECTION

Ricky Boy G. Eupeña, CE Senior Engineer B

Maintenance of Services Unit

Maintenance of Transmission & Distribution

Mains Unit

Thomas R. Gaurano SW/SMM-B

Analiza E. Trinidad U/CSA-B

Warlito V. Milana W/SMM-A

Carmeno B. Comboy W/SMM-B

Lemuel I. Abecia

W/SMM-C

Tripon P. Madelo SW/SMM-B

Luceno B. Tomboc

W/SMM-B

Aries G. Salcedo Utility Worker A

For. Jerry A. Bernadas WUM/DO-B

Production & Water Quality Unit

Watershed Management Unit

Chemist B

WRFO-B

Marcello P. Cabillon, Jr. WRFO-B

WRFT-B

Elmer E. Vallescas WRFT-B

Brian M. Dua WRFT-B

Jorge P. Martinez WRFO-A

Joseph P. Bequilla WRFO-B

Construction Services Unit

ANNIE O. TY General Manager C

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FUNCTIONS Board of Directors The BODs are the policy makers of TCWD. They ensure that policies are in placed and updated to suit the present need of the District and consumers. They also see to it that all resources are effectively and efficiently managed. Office of the General Manager The OGM is responsible in implementing plans & programs and ensuring that targets are met. The GM who manages, controls plans, programs and activities of the District including its workforce shall ensure the effectiveness and efficiency of operation. Administrative and General Services, Finance and Commercial Division This Division is responsible to all activities and resources of the Administrative, Finance and Commercial Services, such as general services, collection & disbursement of funds, recruitment & retention of qualified employees, development of talents, procurement, recording & summarizing financial transactions, budget preparation, allocation & distribution of funds, monitoring of the District financial performance. This Division comprises two sections, as follows:

I. Human Resource, Property & Supplies Mgt., Gen. Services & Finance Section

- Formulates and implements human resource programs, policies and procedures in accordance with the Civil Service rules and regulations;

- Implements procedures on warehousing and maintenance of materials, supplies,

vehicle and equipment in accordance with government rules and regulations, including procedures on procurement of adequate supply of materials, equipment and services;

- Formulates and implements policies related to security measures of building,

grounds and facilities;

- Prepares projected financial reports based on approved annual budget and determines financial resources available to carry out water district programs; and

- Maintains corporate books of accounts, and all accounting records, documents

and preparation of financial and accounting reports & analysis

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II. Commercial Services and Cash Management & Collection Section

- Receives and processes service applications and attending to customer complaints and requests;

- Enforces utility rules and regulations as to billings, delinquencies and adjustments;

- Maintains accurate and updated customer accounts;

- Implements procedures on cash management particularly on safekeeping, disbursement, and control of funds, collection of water bills and other income of the District; and

- Implements procedure and policies on collection of water bills, cash funds and

other monies or income of the District Engineering & Construction, Production & Water Quality and Watershed Management Division This Division is responsible to all activities and resources of the Engineering & Construction, Production & Water Quality and Watershed Management and ensure that they are supportive to organizational goals and direction. Like the Administrative Division, this comprises two sections, as follows: I. Engineering Section

- Plans and designs mainline extension, mainline improvement, and improvement

of water district system and other pumping facilities; - Implements programs for extension, expansion, and improvement of the water

supply system; and

- Undertakes repair and maintenance of transmission and distribution of pipelines, installation and repair of service connection

II. Production & Water Quality and Watershed Management Section

- Determines water production and requirements and ensures the steady supply of water to the service area;

- Maintains water pumps and water treatment facilities;

- Monitors water system pressure, water level and water quality in accordance with

the standards set by the Philippines National Standards for Drinking Water and the World Health Organization;

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- Conducts preventive maintenance and repairs of equipment and pumping facilities; and

- Initiates program for protection and development of water resources

OPERATING PROCEDURES

Frontline Services

I. Payment of Water Bill I.0 with NC

process flow

details of procedure

1. Present copy of Notice of Collection or Water Bill at Teller’s Window.

2. The teller will evaluate the NC through computer and ask for payment.

3. The teller will issue OR after evaluation and give change to customer is there’s any.

start

NC

assessment

issuance of

OR

end

1

2

3

15

1

I.I without NC

process flow

details of procedure

1. Proceed to CSCAD and request for accounts payable.

2. The Frontline In-charge will make assessment through computer then provides customer with his/her accounts payable/s.

3. Present Account Payable to the Teller’s window. 4. The teller will encode the customer’s code then

issue OR after evaluation and give change to customer is there’s any.

start

CSCAD

Encode CC

& issuance

of OR

end

1

4

AP

2

3

16

II. New Service Connection

process flow

17

start

CSCAD

evaluation

Filling-

up/submissio

n of SAF &

requirements

inspection

C

1

2

3

4

details of procedure

1. Proceed to CSCAD to know the details and requirements.

2. Submit filled-up SAF and other documentary requirements back to CSCAD.

3. CSCAD to evaluate SAF and other submitted documents. - the Frontline In-charge will advise the customer

to go through orientation in a form of video presentation.

4. CSCAD to forward SAF and other submitted documents to Engineering Section for inspection.

C

SAF, Sketch

Plan,

requirements

payment

issuance

of OR

installation

end

5

6

7

8

18

- the SW/SMM-B to conduct inspection to the customer’s house and nearest tapping point, then make a sketch plan.

- SW/SMM-B will provide customer with bill of materials for his/her in-house connection in case it is not yet prepared or laid.

- Customer/applicant will be advised when to lay the pipes from his/her house’ location to the tapping point.

5. Frontline In-charge to prepare Contract after receiving SAF, other documents including sketch plan and then forward to approving officer for approval.

- Customer/applicant will be advised to pay for the registration once application is approved.

6. Customer to visit the office after receiving notification and see the CSCAD for the inputting of data and other information to database. - Customer to proceed to Teller’s Window with

the approved SAF for payment. 7. Teller to accept payment and issue OR.

- Customer to proceed back to CSCAD with the OR and other documents for recording. Once customer requests to pay on stagger basis, the Frontline In-charge will issue PN indicating the payment terms for his/her signature.

- Frontline In-charge to forward SAF to Storekeeper for the issuance of meter and other needed materials.

- Storekeeper to coordinate his action with concerned unit (Maintenance of Services).

8. SW/SMM-B to assign plumber for the installation of meter.

III. Acting on Service Requests/Complaints

process flow

start

CSCAD 1

C

19

details of procedure

1. Customer to proceed to CSCAD to lay down his/her request/s or complaint/s. - Frontline In-charge to input request/s or

complaint/s to database, then ask for his/her contact number.

2. U/CSA-B to issue Job Order upon receiving notification and forward the same to concerned unit. - Concerned unit through the SW/SMM-B will

assign plumber upon receipt of the JO. JOs received will be logged or recorded to logbook.

- SW/SMM-B will feedback the U/CSA-B on their action of the customer’s request/s or complaints for the updating of database.

3. The Frontline In-charge will inform the customer through his/her contact number about status of request/s or complaint/s.

JO

status of

action

2

3

C

end

20

IV. Billing Adjustment process flow

details of procedure

1. Customer to proceed to CSCAD to lay down

his/her complaint on high consumption. - Frontline In-charge to verify the validity of

request and determine whether the customer has availed for billing adjustment or not, then will input request/complaint to database.

2. U/CSA-B to issue Job Order upon receiving notification and forward the same to concerned unit.

start

CSCAD 1

JO

fixing

pipe leak

2

3

end

BAM 4

evaluation/

approval

21

- Concerned unit through the SW/SMM-B will assign plumber upon receipt of the JO to conduct inspection. JOs received will be logged or recorded to logbook.

- SW/SMM-B will advise the customer to fix leak once it is noted.

3. Customer to inform CSCAD status of leak repair. - U/CSA-B to issue JO for inspection/verification

of customer’s feedback. - SW/SMM-B will issue findings.

4. Customer to request for BAM - Data Controller will issue BAM. - Approving Officer to approve BAM after evaluation. - Frontline In-charge to effect the billing adjustment,

V. Change of Billing Name

process flow

VI.

details of procedure

1. Customer will proceed to CSCAD for request of change of billing name - Frontline In-charge to advise customer to

submit requirements.

start

CSCAD 1

2

end

22

2. Frontline In-charge will change the billing name/update database after verification of submitted documents.

Water Billing and Collection System

I. Reading of Water Meters and Billing

process flow

details of procedure

1. Billing In-charge will print summary of Meter Reading per zone and provide to meter readers.

2. Meter Readers will read water meters per zone according to reading schedule, then provide result to Billing In-charge to input it to computer. - Checking of encoded reading will follow before

printing of NC or water bill. - Printed NC will be provided to Meter Readers

for billing

start

Print

Summary

of Reading

1

Reading

of WM

NC

2

3

end

23

3. Meter Readers will issue to each customer NC within the day of reading.

II. Collection process

process flow

start

NC

assessment

issuance of

OR

end

1

2

3

Account

Collection 4

Deposit

Collection 5

Records to

Cash Book 6

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details of procedure

1. Present copy of NC or Water Bill at Teller’s Window.

2. The teller will evaluate the NC through computer and ask for payment.

3. The teller will issue OR after evaluation and give change to customer is there’s any.

4. Teller will account collection per OR issued during cut-off time; forwards cash and OR to Cashier.

5. Cashier to deposit the total collection within the cut-off time to depository banks after review/evaluation.

6. Cashier to record collection and deposit after generating report to cash book.

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