CWD 2020 1st Edition CC

CONCEPCION WATER DISTRICT
Concepcion, Tarlac
CITIZEN’S CHARTER
2020 (1st Edition)
CONCEPCION WATER DISTRICT
Concepcion, Tarlac
CITIZEN’S CHARTER
2020 (1st Edition)
1
GENERAL INFORMATION
Concepcion Water District (CWD)- Concepcion, Tarlac implements Citizen’s Charter

which is one of the primary tools use to communicate the service standards and other
pertinent information to the citizens. The charter provides the following step by step
procedures for the transacting public, the name of the division responsible for each
step, the maximum time that will spend for the process of documents to be presented
by the client and the amount of fees to be paid, and the procedures for filing complaints
in relation to requests and applications, and feedback. This charter is in pursuant to
the provision of Republic Act (RA) No. 11032, otherwise known as the “Ease of Doing
Business and Efficient Government Service Delivery Act of 2018” and its Implementing
Rules and Regulations (IRR), the Concepcion Water District conceptualized a Citizen’s
Charter which aims to improve efficiency in the delivery of service to the public and a
better understanding of our operations in furtherance of our mission to provide safe,
abundant, affordable and potable water to the most number of concessionaires.
The creation of this charter is a laudable endeavor to eradicate red tape that leads to
graft and corruption. Its objective is to inspire everyone in the Water District to serve
the consumers and clients with speed, efficiency, honesty and transparency. Likewise,
this charter will serve as an expedient guide on how to avail of the service of any
department in the District and on how to report any violation of the Citizen’s Charter.
The CWD Citizen’s Charter was first published in 2009 and has undergone its 1 st
revision on November 10, 2015, 2nd revision on August 30, 2017 and on June 2018 it
was again revised as required under the CSC Resolution No. 1700814 which was
promulgated on April 27, 2017 and due to the implementation of the Consumer
Services Business Management System (CSBMS) on July 2017 which resulted to a
more comprehensive frontline procedures and processes.
The water utility’s revised Citizen’s Charter aims to be more responsive to the needs
of the public. The revised CitCha aimed to simplified and reduced transaction duration
of the services with more comprehensive and complete standards for all transactions,
new information bill board to be posted at the CWD Office and revised citizen’s charter
manual as CWD bible in its day-to-day interaction with customers.
The Citizen’s Charter already shows the improvements in speed and accuracy,
efficiency and quality of service that resulted from process review of frontline service
delivery, specifically streamlining of procedures and prompt services to consumers.
The Revised Citizen’s Charter of the Concepcion Water District (CWD) reaffirms the
commitment of the water district Board of Directors, officials and employees to
implement quality management programs, streamlined procedures in the delivery of
basic services and accepted work standards geared towards enhancement and
transparency and accessibility to the public.
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With this amended Citizen’s Charter, it is expected that the discharge of functions in
every department/division, shall enhance the rapport between the CWD’s workforce
and the public clientele in so far as public service is concerned.
THE MANAGEMENT
3
HISTORY OF CONCEPCION WATER DISTRICT
On July 16, 1980, the Concepcion Water District (CWD) was formed and was issued
the Conditional Certificate of Conformance (CCC) No. 134 on September 25, 1980 by
the Local Water Utilities Administration (LWUA). CWD was born as a self-reliant
quasi-public entity with the Implementation of the Provincial Water Utilities Act of 1973
or PD 198, which created the water districts nationwide. However, through a Supreme
Court decision, all Water Districts in the country have been categorized as
Government-Owned and Controlled Corporation (GOCC) since March 1992.
CWD started with 700 service connections when it took over the management of the
then National Water and Sewerage Authority (NAWASA) 1973. This represented
about
1% of the total town population of 77,895 during that year. The average water
production was 3,500 cubic meters per day distributed to consumers through
transmission and distribution lines, 39 kilometers long. As of December 2019, the
District currently serves 16,325 service connections with an average water production
capacity of 14,285 cubic meters per day. This reflects that in 4 decades, CWD has
grown around 19 times in service connections and 3 times in water production
capacity.
The potable water that CWD serves to the public comes from seventeen (17) wells
distributed in the thirty-one (31) barangays of Concepcion. Production facilities include
six (6) reservoirs while transmission and distribution lines extend up to 135,639 linear
meters ranging from 50 mm diameter to 200 mm diameter in size.
Concepcion is composed of 45 barangays with 154,188 population based on the 2015

census of population by the Philippine Statistics Authority. To date, there were already
31 barangays covered by CWD service area which is about 69% of the total coverage.
With an average of 5 persons per household, the total estimated population of about
79,130 with access to safe and potable wate
r is being served by the CWD,
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The map of the service area of the water district is shown below:
CONCESSIONAIRE PROFILE
As of November 2020, the water district has a total number of metered service
connection of 15,595 divided into the following classifications:
Number of Metered Service

Classifications Connection
Residential/Government 15,745
Commercial/Industrial 93
Commercial A 329
Commercial B 154
Commercial C 4
TOTAL 16,325
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I. Mandate:
Pursuant to Presidential Decree No. 198 (Provincial Water Utilities Act of

(1973), the Concepcion Water District was formed for the purpose of the
following:
• Acquiring, installing, improving, maintaining and operating water supply
and distribution systems for domestic, industrial, and commercial uses
for residents and lands within the boundaries of Concepcion;
• Providing, maintaining and operating waste water collection, treatment
and disposal facilities; and
• Conducting such other functions and operations incidental to water
resource development, utilization and disposal within the town of
Concepcion, as are necessary or incidental to said purpose.
(Presidential Decree No. 198, Chapter II, Sec.5)
II. Vision:
We envisioned to be a world class water provider, joining the ranks of

Category “A” Water District in the country and in striving to serve the
greatest number of concessionaires, the Concepcion Water District (CWD)
will provide reliable, sustainable, safe and affordable water supply, through
a financially viable, self-sufficient water service provider.
III. Mission:
We commit to supply and sustain the delivery of potable, adequate water

twenty-four (24) hours a day to as many concessionaires as possible at the
least cost and provide wastewater treatment services, operate efficiently.
Take a proactive role in environment concerns and maintain a competent
workforce.
IV. Service Pledge:
To you our customer, we, the officers and employees of the Concepcion
Water District, commit to:
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Work efficiently to provide you with frontline services at our:
Concepcion Water District (CWD) Office
L. Cortez St., Brgy. San Jose
Concepcion, Tarlac
Attend quickly to your reports, complaints, queries and requests;
Treat you with courtesy and give consideration to those with special needs;
Ensure your satisfaction through our prompt delivery of services; and
Regard highly your awareness of our programs through various media, our
website www.concepcionwaterdistrict.gov.ph and CWD Facebook page:
concepcionwaterdistrict@yahoo.com
because you deserve only the best service.
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Table of Contents
Administrative/General Services Division
External Services .................................................................................. 10
Issuance of Certification ........................................................................................12
BAC Secretariate ..................................................................................................14
Public Bidding .......................................................................................................15
Request for Quotation/Proposal ............................................................................18
Receiving of Delivery of Office Supplies & Construction Materials. .......................20
Request for Payment ............................................................................................21
COA Compliance Audit on PPE ............................................................................23
Administrative/General Services Division
Internal Services ................................................................................... 24
Human Resource Section .................................................................. 25
Request for Certification .......................................................................................25
Request for Certification-Others............................................................................27
Request for Copy of Service Record .....................................................................29
Request for the availment of monetization on leave credits ..................................31
Request for the availment of Terminal Leave Benefits ..........................................33
Processing of Appointment ...................................................................................34
Processing of Payroll ............................................................................................37
Filing Leave of Absence .......................................................................................39
Request for Office Supplies and Construction Materials ......................................40
Finance Section ..................................................................................................42
Request for Payment on Petty Cash Fund ............................................................42
Application for LBP Salary Loan ............................................................................43
Preparation of Cash & Check Deposit ...................................................................45
Request copy of Financial Statement & Monthly Date Sheet ................................46
Request copy of Approved Corporate Budget ......................................................47
Request of Budget Approval (Certification of Availability of Funds) .......................48
Commercial Services Division
Customer Services New Service Connection/Re-apply
Reconnection Application ....................................................................................50
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First Visit ............................................................................................. 51
Second Visit ..........................................................................................................52
Costing of New Service Connection ......................................................................56
Disconnection Request .........................................................................................57
Reconnection Request ..........................................................................................58
Change Account Name ........................................................................................60
Relocation Request ..............................................................................................62
Maintenance Order Request ................................................................................63
Maintenance Order Request with Demolition of Concrete Pavement ...................66
Application/Renewal for Senior Citizen’s Discount ...............................................68
Water Bill Payment ...............................................................................................69
Franchise Tax Adjustment ....................................................................................70
Billing Details and Other Billing Concerns ............................................................72
Application of Water Bill Adjustment due to Leakage ...........................................73
Water Production Division
Monthly Bacteriological Test ..............................................................................78
Yearly Physical / Chemical Analysis of Water ....................................................79
Internal Services ................................................................................... 80
Flushing of Hydrants..........................................................................................81
Accounted Water and Non-Revenue Water ......................................................82
Repair/Maintenance of Water Pumping Facilities ..............................................85
Well Preventive Maintenance (Well Rehabilitation) ............................................87
Engineering, Construction Maintenance Division
Investigation of New Service Connection...........................................................90
Installation of New Service Connection..............................................................92
Investigation for Relocation/Transfer of Service Connection ..............................94
Relocation/Transfer of Service Connection ........................................................96
Reconnection ....................................................................................................98
Change Meter ..................................................................................................100
Disconnection Request ....................................................................................102
Maintenance Order .........................................................................................104
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Engineering, Construction Maintenance Division
Internal Services ................................................................................. 106
Disconnection (Delinquent concessionaires with 2 months arrearages) ..........107
Feedback and Redress Mechanism ................................................................110
ANNEX A ........................................................................................................111
ANNEX B ........................................................................................................112
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Administrative and General Services Division
External Services
11
1. Issuance of Certification
Certification that the district could provide water services to a certain location.
Office or Division: Admin./Gen. Services Division
Classification: Highly Technical

Type of Government-to-Citizens (G2C)
Transaction: Government-to-Businesses (G2B)
Government-to-Government (G2G)
Who may avail: All
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Letter of Request – 2 copies Admin./Gen. Services Division
Location Map
Certification Fee Receipt
FEES
AGENCY PROCESSING PERSON
CLIENT STEPS TO BE
ACTIONS TIME RESPONSIBLE
PAID
1. Submission of 1.1 None 5 minutes Secretary A
Requirements Requirements Office of the
to: will be received; General Manager
Contact
Admin. Gen. Information will
Services be validated
Division 1.2 GM will be None 5 Minutes Secretary A
notified for Office of the
endorsement to General Manager
the Engineering
Division
1.3 Submission None 10 Working OIC
of report after Days Engineering
site inspection Division
has been duly
conducted
1.4 Review of None 1 Working Day GM
Site Inspection Office of the
Report and General Manager
endorsement to
secretary for
either
preparation of
Regret Letter or
Certificate of
Availability of
Water Service,
whichever is
applicable
12
1.5 Client will be None 1 Working Day Secretary A
contacted thru Office of the
phone once General Manager
Certificate of
Availability of
Water Service is
ready and
signed by the
GM
2. Payment of 2.1 Cashier 5,000.00 10 minutes Cashier
Certification will prepare Admin./Gen.
Fee and issue Services Division
receipt
Admin. Gen.
Services
Division
3. Presenting of 3.1 Certificate of None 5 Minutes Secretary A
the receipt for Availability of Office of the
certification Water Service General Manager
fee will be
released
Admin. Gen.
Services
Division
12 days 35
TOTAL 5,000.00
minutes
End of Transaction
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2. BAC Secretariat
Serve as main support unit of the BAC, provide administrative support to the BAC
and the TWG; organize and make all necessary arrangements for BAC and TWG
meetings and conference; prepare minutes of the meetings and resolutions of the
BAC; take custody of procurement documents and other records and ensure that
all procurement undertaken by the Procuring Entity are properly documented;
manage and sale and distribution of Bidding Documents to interested Bidders;
advertise and/or post bidding opportunities, including Bidding Documents, and
notices of award; assist in managing the procurement processes; monitor
procurement activities and milestones for proper reporting to relevant agencies
when required; consolidate PPMP from various units of the Procuring Entity to
make them available for review as indicated in Section 7 of RA 9184 IRR and
prepare the APP; and act as the central channel of communications of the BAC
with end-user or implementing units, PMO, other units of the agency, other
agencies, providers of goods, infra and consulting services, observers, and the
general public.
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2.1 Public Bidding:
It is the policy and medium adhered to in government procurement, it is

the accepted method for arriving at a fair and reasonable price and
ensures that overpricing, favouritism and other anomalous practices are
eliminated or minimized. Contract of one million pesos
(Php1,000,000.00) or more subject for bidding.
Office / Division: Concepcion Water District / Administrative and General

Services
Government to Business(G2B)
Type of Transaction:
Businessmen / Contractors / Bidder

Who may avail:

Document/s: Original
• Letter of Intent (in Company’s Letter Head / • Bidder’s Company

2 copies)
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
PAID TIME RESPONSIBLE
Post Project at Philgeps
Website & at any
BAC Secretariat/
conspicuous place for None 7 days
Members
advertisement of
Invitation to Bid
‘1. Visit Philgeps
None None 30 minutes Bidder
Website
2. Wait for PRE-

BID None None 1 day None
Conference
3. Attend PRE-
BID
3.1. BAC
Conference (
Members/Secretariat BAC
Lope None 1 hour
accommodate attending Members/TWG
S. Vicencio
Bidders
Conference Hall,
CWD.
15
o Price of Bid
Docs
depends on
d the budget
for the
Contract/Proj
ect:
more than
1M to 5 M=
Php5,000.00;
more than
4.1. Assists the Bidder t the 5M to 10M=
Cashier Php10,000.0
4. Buy Bid BAC Secretariat
4.2. Tell Cashier that the 0;
Documents and Cashier
Bidder intends to buy Bi more than
Documents 10M to 50M=
20 Minutes
Php25,000.0
0;
more than
50M to
500M=
Php50,000.0
0;
more than
500M= Php
75,000.00
‘5. Wait for the
BAC
Bids
None None 12 days Members/Secretar
Submission/
iat/Bidder
Opening Date
6.1. Accept BIDS 15
6. Submit BIDS None BAC Secretariat
delivered/submitted minutes/BIDS
1 hour
minimum BAC Members /
7. Attend BID/S 7.1. Assist on Opening of Bids
None (depending on TWG &
Opening & take minutes of the meeting
the number of Secretariat
BIDS to open)
8. Wait for 8.1. Inform the Bidder of the

PostQualification PostQualification date None 5 minutes BAC Secretariat
confirmation
16
1 day
9. Accommodate
minimum
BAC personnel 9.1. Verify authenticity of BAC Members &
None (depending on
conducting Bidder’s documents, items bid TWG
the items to
POSTQualification
check)
10. Wait for 10.1. Prepare the
BAC TWG &
POSTQualification PostQualification Report None 30 minutes
Secretariat
Notification submitted by the TWG
11. Wait for
Notice of Award 11.1. Prepare NOA None 10 minutes HOPE
(NOA)
12. Submit
12.1. Receive
Performance None 5 minutes BAC Secretariat/
Performance Bond
Bond Bidder
13.1. Prepare Contract
13. Contract Wait for the signed Contract for HOPE & Winning
None 5 minutes
Signing notarial & keep a copy for filing Bidder
14.1. Prepare NTP and

14. Wait for Notice HOPE &
Issue the Notice to the None 10 minutes
to Proceed (NTP) Secretariat
Supplier/Bidder
Price of Bid
Docs depends
on the budget
for the
Contract/Project:
more than 1M to
5 M=
Php5,000.00;
more than 5M to
10M= 21 days /4
TOTAL Php10,000.00; hours & 10
more than 10M min
to 50M=
Php25,000.00;
more than 50M
to 500M=
Php50,000.00;
more than
500M= Php
75,000.00PhP
varies
End of Transaction
17
2.2 REQUEST for QUOTATIONS / PROPOSALS:
Request for quotations/proposals as it implies, it indicates the specifications,

quantity, ABC and other terms and conditions of the contract. This is posted at
Philgeps website or maybe sent directly to the supplier of known technical, legal and
financial capability to supply & deliver the goods to be procured. Posting at Philgeps
may be dispensed with for contract below Php 50,000.00

Services
Classification: Complex
Government to Business(G2B)
Businessmen / Contractors / Bidder

Who may avail:

Documents:
• Quotation/s / Proposal/s (minimum 3: per • Suppliers / Bidders

project:)
1.1. Post Project at
1. Visit Philgeps BAC Secretariat/
Philgeps Website & at None 1 hour
Website Members
any conspicuous place
‘2. Wait for the
2.1 Wait for the closing of
closing of None 7 days BAC & Client
advertisement
advertisement
‘3. Submit Quotation 3.1. Evaluate / Compute BAC Secretariat
/ Proposal 3.2. Check eligibility None 40 Minutes and TWG
4.1. After ascertainment,

BAC Members,
‘4. None BAC Members & TWG
None 20 minutes TWG and
resolves and recommend
Secretariat
for approval and award
5.1. Prepare Abstract of
Quotation / Proposal
‘5. None None 20 minutes BAC Secretariat
5.2. Prepare BAC
Resolution
6.1. Signing of BAC
‘6. None None 20 minutes HOPE
Resolution
18
7.1. Preparation of
‘7. None Notice of Award and None 20 minutes HOPE
Signing
8.1. Awarding, Signing of
HOPE/Supplier/Co
‘8. None Contract and Preparation None 30 minutes
ntractor
of Notice to Proceed
7 days 2 hrs. &
TOTAL None
50 min
End of Transaction
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3. Receiving of Delivery of Office Supplies and
Construction Materials
All Suppliers of CWD who deliver purchased supplies and materials.
Office / Division: Administrative and General Services

Classification: Simple
Type of Transaction: Government to Business (G2B)
Who may avail: Suppliers
Purchase Order 1 copy Admin/Gen. Services Division-Storekeeper
Delivery Receipt 1 copy Warehouse/Stock Room
Ordered Materials
1. Proceed to 1.1 Receive check and None 2 hours Storekeeper
Storekeeper count the delivered Admin./Gen.
Admin Gen. materials vis a vis Services
Serv. Purchase Order and Division
Division the Delivery Receipts
(DR) given by the
suppliers.
2. Submit the 2.1 Received and None 5 Minutes Storekeeper
copy of Invoice Sign the Delivery Admin./Gen.
and Delivery Receipt and Services
Receipt to sign Invoice of the Division
by the suppliers to be
Storekeeper attached for the
voucher, if the
Admin./Gen. delivery of
Services materials are
Division completed.
None 2 minutes Storekeeper
2.2 Submit the Admin./Gen.
Purchase Order Services
with the Delivery Division
Receipt and
Inspection
Report to the CSBS
for the preparation Corporate
of request for None 2 minutes Budget
payment Specialist
Admin./Gen.
20
2.3 Received the Services
documents for the Division
preparation of DV
Total 2 Hrs. 9 Mins

None
End of Transaction
4. Request for Payment
All Payees of Concepcion Water District requesting/ availing check payment.
Office / Division: Concepcion Water District
Government to Citizen(G2C)
Government to Business (G2B)
All Payees of Concepcion Water District
Who may avail:

Principal applicant:
• Sales Invoice/ Statement of account/ Admin. Division- Accounting
Official Receipt – 1 copy
• Payment request/ any supporting
documents – 1 copy
1.1 PrepareDV upon
receipt of request,
provided that documents
1. Proceed to are complete 1 day Corporate Budget
Accounting Specialist
Section and 1.2 Forward to Admin. (Admin./Gen.
submit request Division manager for Services Division)
for payment certification of availability Division
of funds 20 minutes Admin. Division
(Admin./Gen. Manager
Services Division) 1.3 Forward to the Cashier
for Check preparation NONE
Corporate Budget
1.4 Prepare check upon 2 minutes Specialist/
receipt of Disbursement Cashier
Voucher
21
1.5 Forward to the Office
of the GM to certify and
sign the check and 4 minutes Cashier
voucher.
2 minutes Cashier/
Secretary A office
of the GM
2. Proceed to 2.1 Received and double None 10 minutes Cashier

Cashier and check the official receipt
prepare the official and give the check to the
receipt claimant.
3. Received None None None None

Check
TOTAL None 1 day & 38

mins
End of transaction
22
5. COA COMPLIANCE AUDIT ON PPE
COA auditors currently auditing the Concepcion Water District requesting the schedule
on PPE during the audit period.

Type of Transaction: Government to Government (G2G)
Who may avail: COA Auditors
• PPE Ledger Card – 1 copy
• Depreciation Schedule report Admin./Gen. Services Division - Accounting
of PPE – 1 copy
AGENCY FEES PROCESSING PERSON
CLIENT STEPS ACTIONS TO BE TIME RESPONSIBLE
PAID
1. Proceed to 1.1 Secure None 1 day Corporate Budget
Accounting copy of Specialist
Section checklist Admin./Gen.
requirements Services Division
Admin./Gen.
Services
Division
2. Receive reports 2.1 Submit to None 1 day Corporate Budget
COA auditor Specialist
Admin./Gen. Admin./Gen.
Services Services Division
Division
TOTAL None 2 days

End of Transaction
23
Administrative and General Services Division
Internal Services
24
Human Resource Section
1. Request for Certification
Certification is the formal attestation or confirmation of certain characteristics of an

object, person, or organization.
Types of Certification:
• Certificate of Employment - A Certificate of Employment, also called an

Employment Certificate, is used to verify employment history of a former or current
employee. It is usually requested to complete the requirements for employment
with a new employer or requirements for loan processing.
• Pay slip - a note given to an employee when they have been paid, detailing the
amount of pay given, and the tax and other premiums and loans deducted.

All employees of Concepcion Water District
Who may avail:

Documents:
 Request letter for securing certification – 1 Personal Request
copy Admin./Gen. Services Division - Human
Resource Section
CLIENT STEPS FEES TO BE PROCESSING PERSON
AGENCY ACTIONS
1.Proceed/ 1.1 Review letter request None 5 Minutes SIRMO-A /
submit request RMO
to HR Section (Administrative/
(Administrative/ General
General 1.2 Retrieve employee Services
Services personal information/ Division)
Division) record and prepare the None 10 Minutes
certification.
25
1.3 Printing, review and None 5 minutes SIRMO-A /
signing of certification RMO
(Administrative/
General
Services
Division)
DM-B or SIRMOA
(Administrative/
General
Services
Division)
2. Review and 2.1 Releasing of None 5 minutes SIRMO-A /

receive certification RMO
certification (Administrative/
General
2.2 File document Services
None 5 minutes Division)
SIRMO-A /
RMO
(Administrative/
General
Services
Division)
TOTAL None 30 Minutes
End of transaction
26
2. Request for Certification - Others
Types of Certification:
• Certificate of Last Day of Active Service - is the formal attestation or

confirmation certifying the employee’s last day of active service in the company.
This certification is usually required on retirement, pension and other claims.
• Certificate of Philhealth premium contributions - is the formal attestation or
confirmation certifying the employee’s actual premiums paid and often
presented for hospitalization purposes.
• Certificate of performance rating - is the formal attestation or confirmation
certifying the employee’s performance rating to be used in acquiring Certificate
of Eligibility.
• Certificate of no pending case/non-conviction of any offense - is the formal
attestation or confirmation certifying that a certain employee has no
pending/non-conviction of any offense and to be used in acquiring Certificate of
Eligibility.
• Certificate of Travel Abroad - is the formal attestation or confirmation certifying
the period of employee’s travel abroad and that he/she did not receive any kind
of support, be it in kind or cash from the agency for his travel.

All employees of Concepcion Water District

Who may avail:

Documents:
Request letter for securing Personal Request
certification – 1 copy Admin./Gen. Services Division - Human Resource
Section
CLIENT FEES TO BE PROCESSING PERSON

AGENCY ACTIONS
STEPS PAID TIME RESPONSIBLE
1. Proceed / 1.1 Review letter None 5 Minutes SIRMO-A / RMO
submit request (Administrative/
request General Services
to HR Division)
Section
(Administrative/ 1.2 Retrieve employee None 10 Minutes SIRMO-A / RMO

General personal information/ (Administrative/
27
Services record and prepare General Services
Division) the certification. Division)
1.3 Printing, review None 5 minutes SIRMO-A / RMO

and signing of (Administrative/
certification General Services
Division)
1.4 Forward None 5 minutes SIRMO-A / RMO

certification for (Administrative/
approval General
Services
Division)
1.6 Signing None 1 day
certification DM-B / GM
(Administrative/
General
Services
Division / Office of
the General
Manager)
2.1 Releasing of
2. Review and None 5 minutes
certification
receive
certification SIRMO-A / RMO
(Administrative/
2.2 File document General Services
Division)
None
5 minutes SIRMO-A / RMO
(Administrative/
General Services
Division)
TOTAL None 1 day and 35

minutes
End of transaction
28
3. Request for copy of Service Record
Service Record - is a record/collection of either electronic or printed material which

provides a documentary history of a person's services, activities and accomplishments
while serving as a member of a given organization.

Who may avail: All employees of Concepcion Water District

Documents:
Request letter – 1 copy Personal Request
Admin./Gen. Services Division - Human
Resource Section
PERSON
CLIENT FEES TO BE PROCESSING
AGENCY ACTIONS RESPONSIB
STEPS PAID TIME
LE
1. Proceed/ 1.1 Review the letter None 5 Minutes SIRMO-A /
submit request RMO
request to (Administrative/
HR General
None 10 Minutes
Section 1.2 Retrieve employee Services
(Administrativ Division)
personal information/
e/ General record and prepare the
Services certification. SIRMO-A /
Division) RMO
(Administrative/
None 5 minutes General
Services
1.3 Printing, review and Division)
signing of certification
SIRMO-A /
None 5 minutes RMO
(Administrative/
1.4 Forward certification General
for Services
approval Division)
29
1.5 Signing of certification None 1 day DM-B / GM
(Administrative/
General
Services
Division / Office
of the General
Manager)
TOTAL None 1 day and 25
minutes
End of transaction
30
4. Request for the availment of monetization of leave
credits
Monetization of leave credits - payment of the money value of accumulated vacation

and/or sick leave credits without actually going on leave of absence.
> Accumulated leave - refers to the vacation and/or sick leave credits earned by an
official or employee.

Who may avail: All qualified employees of Concepcion Water
District
Documents:
• Application for Leave – 2 copies Admin./Gen. Services Division - Human
• List of qualified employees to avail Resource Section
monetization of leave credits –
2 copies
CLIENT STEPS FEES PROCESSING PERSON

AGENCY ACTIONS TO BE TIME RESPONSIBLE
PAID
1.Proceed/submit 1.1 Collect None 2 days
application for leave applications and
with number of days to compute amount of
be monetized to availment base on
HR Section requested number of
days to be monetized None 15 minutes SIRMO-A
(Administrative/General (Administrative/
Services Division) 1.2 Prepare request
General
for the release of
Services
monetization of leave
benefits Division)
None 5 minutes
1.3 Forward request

for GM
and BOD approval
None 3 days
GM /BOD
None 10 minutes SIRMO-A

(Administrative/
31
1.4 Deliberation,
approval and signing
of request with General
BOD Resolution Services
Division
1.5 Forward list of
qualified employees
and application
for leave to
Accounting Section for
disbursement
TOTAL None 5 days and 30

minutes
End of transaction
32
5. Request for the availment of Terminal Leave Benefits (TLB)
Terminal leave pay - refers to the payment in cash value of an employee. It includes
resignation, retirement, and separation from the service.
Terminal Leave Benefits (TLB) payment is based on accumulated leave credits during
the service and the computation depends on the highest salary received

Who may avail: All qualified employees of Concepcion Water District

Documents:
• Clearance Form – 3 copies Admin./Gen. Services Division - Human
• Resignation Letter or Letter of Resource Section
Intent – 2 copies
• Employee Leave Record – 2
copies

AGENCY ACTIONS
1. Proceed
and get forms SIRMO-A
at the HR 1.1 Give Clearance Form (Administrative/
Section and instructions to 15 minutes General Services
None
(Administrativ employee Division)
e/ General
Services
Division)
33
2. Submit 2.1 Receive and review None 5 minutes
complete complete documents
requirements SIRMO-A
to HR (Administrative/
Section None 30 minutes General Services
(Administrativ 2.2 Compute and prepare
terminal leave benefit Division)
e/ General
Services
Division) 1 day Division
2.3 Forward to the Division None
Manager
Manager for approval
B
(Administrative/
General Services
2.4 Forward to the
None 1 day Division)
General
Manager for approval Secretary A
(Office of the
2.5 Deliberation, approval
None 3 days General
and signing of request with
Manager)
BOD Resolution
BOD (Office of
the Board of
None
‘3. Released 5 minutes Directors)
BOD 3.1 Accepts BOD
Resolution Resolution Secretary A
and and Approved Request (Office of the
Approved None
5 minutes General
Request Manager)
3.2 Forward all
requirements to SIRMO-A
Accounting Section for (Administrative/
disbursement General Services
Division)
TOTAL None 5 days and
1 hour
End of transaction
34
6. Processing of appointment
Appointment - refers to assigning or an act of appointing, assigning a job or position

to someone, as by a high government official. Office often suggests a position of trust
or authority. The act of choosing a person for a position or the process of giving the
person that position.

Type of Transaction: Government to Citizen (G2C)
Who may avail: All selected employees to be appointed

Documents:
• Personnel Data Sheet (PDS) with Admin./Gen. Services Division - Human
passport size id picture – 3 copies Resource Section
• Original or Certified true copy of School last attended
Transcript of Records (TOR) – 2 copies
• Authenticated copy of Eligibility – 2 CSC Office concerned
copies
• Medical Certificate (with test results) – 1 Government physician (DOH Accredited)
copy
• Original Certificate of Live Birth Philippine Statistics Authority (PSA)
(PSA) – 2 copies
• NBI Clearance – 1 copy National Bureau of Investigation (NBI)
CLIENT FEES PROCESSING PERSON

STEPS AGENCY ACTIONS TO BE TIME RESPONSIBLE
PAID
1.Proceed/get 1.1 Give PDS forms and None 15 minutes SIRMO-A
PDS forms at instruct employee on securing (Administrative/
the HR other requirements General
Section Services
(Administrative Division)
e/ General
Services
Division)
35
2. Submit 2.1 Receive and review None 30 minutes SIRMO-A
complete complete requirements (Administrative/
requirements General
to HR Section 2.2 Prepare appointment paper 2 hours Services
(Administrativ and other supporting Division)
e/ General documents and consolidation
Services of
Division) requirements
3. Review 3.1 Present appointment paper None 15 minutes SIRMO-A

and signing of and other supporting document (Administrative/
documents for review and General
signing Services
Division)
3.2 Forward documents to None 30 minutes
immediate supervisors and Immediate
GM for document signing Supervisor/ DM
/
None 2 days GM
3.3 Review and signing of
appointment paper/
supporting documents SIRMO-A
(Administrative/
General
Services
Division)
4. Issue copy 4.1 Submit employee None 1day and 5 SIRMO-A

of appointment appointment and other minutes (Administrative/
supporting documents to General
CSCTFO Services
Division
TOTAL None 3 days, 3

hours and 35
minutes
End of transaction
36
7. Processing of Payroll
All Payroll (employees’ payroll for regular and Job Order, overtime pay & night shift
differential, allowance, bonus and other benefits).
Payroll - a list of a company's employees and the total amount of wages and salaries
to be paid by the company to its employees
Overtime Pay - money earned at an increased rate for working more than the usual
number of hours in one week
Night shift differential - the differential paid for work performed when the majority of a
prevailing rate employees regularly scheduled non-overtime hours fall between 10
p.m. and 6 a.m. It is computed as a percentage of the employee's rate of basic pay.
Government to Government (G2G)

All Employees of Concepcion Water District

Who may avail:

Documents:
• Daily Time Record (DTR) – Admin./Gen. Services Division - Human Resource
1 copy Section
• Request for Additional Work –
1 copy
• Overtime Authorization – 1 copy
• Report on Night Shift Differential

AGENCY ACTIONS
1.Proceed/sub 1.1 Check the None 10 minutes SIRMO-A / RMO
mit Daily Time completeness of / LA
Records/ DTR’s / RWO / OA / (Admin./Gen.
Request for NSD Services
Additional Work Division)
/ Overtime 1.2 Computes for the
Authorization / corresponding None 1 hour
Report on Night amount and prepare SIRMO-A / RMO
Shift Differential payroll for the claim / LA
to HR Section of salary, overtime (Admin./Gen.
(Admin./Gen. and night shift Services
Services differential pay Division)
37
1.3 Sign and forward None 5 minutes SIRMO-A /
3 copies of payroll, 1 RMO / LA
copy of DTR and 4 (Admin./Gen.
copies of PacsVAL Services
and Endorsement Division)
letter to Accounting
Section.
1.4 Prepare Corporate

None 1 hour
PacsVAL and Budget
endorsement letter
Specialist
for certification to the
(Admin./Gen.
Admin. Manager &
Services
General Manager
Division)
Admin. Division
Manager
GM
1.5 Prepare DV upon
None 20 minutes Corporate
receipt of payroll
Budget
Specialist
(Admin./Gen.
Services
Division)
1.6 Forward to
Admin. Division None 20 minutes Division
manager for Manager
certification of
availability of funds
1.7 Forward to the

Cashier for None 4 minutes General
Check Manager
preparation
1.8 Prepare check None 4 minutes Cashier

upon receipt of
Disbursement
Voucher
1.9 Forward to the None 2 minutes General

Office of the GM Manager
to certify and sign
the check and
voucher.
38
1.10 Forward the
signed check and
attachments to None 1 day Cashier
the Landbank of
the Philippines
TOTAL None 1 day, 3 hours

and 10 mins
End of transaction
8. Filing of Leave of Absence:

Time when one has permission to be absent from work.

Services
Type of Transaction: Government to Business(G2C)
Who may avail: CWD Employee

Documents:
• Leave Form (1 copy) • CWD-HR Section

AGENCY ACTIONS
1. Secure
None None 5 minutes HR Personnel
Leave Form
2. Fill out Form
Admin. Gen. None None 5 minutes HR Personnel

Services
Division
3. Submit to HR 3.1. Review
Personnel Application Form &
Certify Leave
Admin. Gen. SIRMO/ASAA
Credits & give
Services None 10 minutes (Admin/Gen.
back form for
Division Serv. Div.)
immediate
supervisor’s
approval
39
4. Ask for
immediate
supervisor’s
approval & 4.1. Receive
signature & application & give a
copy for employee
bring back to HR None 10 minutes HR Personnel
then Update Leave
personnel
Credit
Cards
Admin. Gen.
Services
Division
TOTAL None 30 minutes
End of Transaction
9. Request for Office Supplies and Construction Material

All CWD employees/plumbers requesting office supplies and material for New Service
Connections, Reconnections and Repairs.

Who may avail: All Employees
Requisition Slip of Construction and Admin/Gen. Services Division-Storekeeper
Materials and Office Supplies
CLIENT AGENCY FEES TO PROCESSING PERSON

STEPS ACTIONS BE PAID TIME RESPONSIBLE
1. Proceed to 1.1 Check the None 3 Minutes per Storekeeper
storekeeper signatures and RIS Admin./Gen.
Admin./Gen. materials indicated Services
Services in Requisition and Division
Division Issuance Slip (RIS)
40
2. Receive the 2.1 Issue Office None 7 Minutes per Storekeeper
requested supplies/plumbing RIS Admin./Gen.
supplies/ materials Services
materials Division
Admin./Gen.
Services
Division Stock
Room/
Warehouse
TOTAL 10 mins
End of Transaction
41
Finance Section
1. Request for Payment on Petty Cash Fund
Petty cash or a Petty Cash Fund is a small amount of money available for
paying small expenses without witting a check, the expenses will be received
on the company general ledger expense account when the petty cash on hand

Who may avail: CWD Employees
• Approved Petty Cash Fund Admin. Division- Accounting

Reques
• Budget Utilization Slip
• Petty Cash Voucher
• Sales Invoice/Official
Receipts

1. Request for 1.1Receives Petty None 1 day Cashier/
Petty Cash Cash Payment Assistant
Payment request Cashier
2. Forward 2.1 Prepare the None 1 day Cashier/

documents petty cash voucher Assistant
to be Cashier
attached
on the
petty cash
voucher
3. Receive None None None Cashier/

payment Assistant
Cashier
TOTAL None 2 days
End of Transaction
42
2. Application for LBP Salary Loan
All permanent employees of Concepcion Water District who wish to apply for
Salary loan to Land Bank of the Philippines.
All permanent employees of Concepcion Water District
Who may avail:
who have rendered 1 year of service.

• Loan Application Form – 1 copy Admin. Division- Accounting
• Latest Pay slip – 1 copy Admin. Division- HR

AGENCY ACTIONS
1. Proceed
To Accounting Corporate
1.1 Secure
Section None 10 Minutes Budget
Application
/Admin. Specialist
Form
Gen.
Services
Division
2. Fill-up form & 2.1. Prepare the white None 30 Minutes Corporate
submit to list Budget
Accounti ng Specialist
/Admin.
Gen. 2.2. Forward the None 1 day GM Secretary
Services whitelist to the GM to
Division certify & sign the
application
3. Secure Corporate
Personal USB 3.1. save whitelist file None 10 minutes Budget
flash Specialist
drive
43
4. Proceed to HR 4.1. Secure latest None 2 minutes HR
Admin. pays lip
Gen.
Services
Division
5. Receive
whitelist, None None Corporate
USB and pay None Budget
slip. Specialist
TOTAL None 1 day & 52 mins
End of transaction
44
3. PREPARATION OF CASH AND CHECK DEPOSIT
All CWD tellers’ cash and check collection deposited to the cashier and to be
deposit at the Landbank pick-up teller.

Type of Transaction: Government to Government(G2G)
Who may avail: CWD tellers
• Cash Deposit Slip – 1 copy Cashier/Admin./General Services

• Check Deposit Slip – 1 copy Division
• Log book of Cash & Check Deposit
for the day
FEES
PROCESSI PERSON
CLIENT STEPS AGENCY ACTIONS TO BE
NG TIME RESPONSIBLE
PAID
1. Proceed to 1.1 Received and None 30 minutes Cashier C/
Cashier to remit reconcile collections Cashiering
the cash and base on the summary Assistant
check forwarded by the Admin./Gen.
collections at tellers 20 minutes Services
Admin./Gen. None Division
Services 1.2 Prepare cash and
Division check deposit slip 30 minutes
1.3 Remit/Deposit to
Landbank the cash
and check collections
5 minutes
for the day.
45
1.4. Records cash
and check deposit to
banks logbook and 5 minutes
reconcile it with the
Cashier logbook. Cashier C/
None Cashiering
1.5 Reconciled with Assistant
the bank that the cash Admin./Gen.
and check deposits Services
logged/recorded in the Division
deposit book have the
same amount of
deposits, and then affix
their signature on both
records.
TOTAL 1 hr. & 30

None mins.
End of Transaction
4. Request copy of Financial Statement and Monthly Data Sheet

CWD Employees and others concerns agencies

Who may avail:

Request letter for a copy of Financial Adm./Gen. Services Division – Finance Section
Statement and Monthly Data Sheet
PERSON
CLIENT FEES TO PROCESSI
AGENCY ACTIONS RESPONSIBL
STEPS BE PAID NG TIME
E
46
Proceed to 1. Accept letter None 5 Minutes Sr. Financial
Accounting request Planning
Section and None Specialist
submit letter 2. Reproduce copies Admin./Gen.
request Services
3. Release copies Division
and acknowledge
receipt
End of transaction
5. Request copy of Approved Corporate Budget

Request Letter Adm./Gen. Services Division – Finance

Section
FEES PERSON
PROCESSI
CLIENT STEPS AGENCY ACTIONS TO BE RESPONSIBL
NG TIME
PAID E
Proceed to 1. Accept letter None 1 hour Sr. Financial
Accounting request Planning
Section and Specialist
submit letter 2. Reproduce None Admin./Gen.
request copies Services
Division
3. Release copies
and acknowledge
receipt
47
TOTAL None 1 hour
End of transaction
6. Request of Budget Approval (Certification of Availability of Fund)


Budget Utility Slip / Certification of
Availability of Fund Admin./Gen. Services Division – Finance
Section
PERSON
CLIENT FEES TO PROCESSI
AGENCY ACTIONS RESPONSIBL
STEPS BE PAID NG TIME
E
Proceed to 1. Accept BUS and None 5 minutes Sr. Financial
Accounting Review Planning
Section and Specialist
submit letter 2. Sign/Certify Admin./Gen.
request Services
Division
End of transaction
48
COMMERCIAL SERVICES DIVISION
External Transactions
49
1. Customer Services: New Service Connection/Re-Apply
Reconnection Application
Filipino citizens at legal age, firm or office interested of having water supply service
may avail the services. The new service connection and re-apply reconnection
(inactive accounts 2 years and above) will be installed upon payment of fees and
charges. Cost of materials was based on ½’ Ø water meter. Schedule of installation
will depend on the date and time of application. (First come, first serve)
Office / Division: Commercial Services Division

Classification: Standard Connection - Complex
Connection with DPHW Permit – High Technical
Type of Transaction: Government to Business(G2B)
Who may avail: All residents of Concepcion
Checklist of Requirements Where to Secure
Barangay Clearance/ photocopy Barangay Hall/ Registry of Deeds

proof of ownership
Photocopy of Government BIR, Post Office, DFA, PSA, SSS, GSIS, PAG-
Issued Identification Card, IBIG, PhilHealth, Senior Citizen, Municipal Hall
Valid ID or & other concern agency
Community Tax Certificate Applicant
(Cedula) Concepcion Water District
One (1) 2 x 2 picture Notary Public
Attend Orientation
Photocopy of current and
notarized Lease Contract (for
Renter or Lessee of a Private-
Owned Lot)
Thru Representative:
All requirements of Person being Represented/Notary Public
principal applicant BIR, Post Office, DFA, PSA, SSS, GSIS, PAG-
Notarized Authorization Letter IBIG,
Photocopy of Government Municipal Hall & other concern agency
Issued
Identification Card, Valid ID or
Community Tax Certificate of
Representative
50
First Visit – Customer In-Office Transaction
AGENCY FEES TO BE PROCESSING PERSON

CLIENT STEPS
ACTION PAID TIME RESPONSIBLE
1. Proceed to 1.1 Check the None 3 Minutes
PACD & ask for requirements if
assistance available, (if not
available, give
the list of
requirements) SCSO/CSO-
B/CSA-C
1.2 Fill up Commercial
None 15 minutes Services
Service
Application & Division
Connection
Order (SACO)
None 2 Minutes
1.3 Advise to
customer to
pay application
fee
2. Pay 2.1 Accept Php 125.00 10 Minutes
Application fee payment &
issue
official receipt
and forward the
request through
CSBMS system
SCSO/CSO-
to Eng’g Const.
& Maint. B/CSA-C
Division Commercial
* For Re-apply Services
Reconnection Division
advise the
customer to
settle the
unpaid water
bills first, if any
2.2 Advise the None 2 Minutes

customer to
wait
for the
investigation
report
51
Php125.00 &
TOTAL unpaid water 32 Minutes
bills if any
END OF FIRST VISIT- Customer In-Office Transaction
Second Visit – Customer In-Office Transaction

AGENCY FEES TO BE PROCESSING PERSON
CLIENT STEPS ACTION PAID TIME RESPONSIBLE
1. Proceed to Check the None 5 Minutes SCSO/CSO-
PACD & present requirements B/CSA-C
the requirements submitted Commercial
for application for Services Division
New Service
Connection/Re-
Apply
Reconnection
2. Read & sign Prepare None 30 Minutes SCSO/CSO-
Orientation form, Water B/CSA-C
Water Service Service Commercial
Contract, Service Contract, Services Division
Application & SACO form
Connection Order and orient
(SACO) form (if the
partial payment) customer’s
sign a promissory regarding the
CWD’s rules
note
and
regulations,
promissory
note
52
3.Pay the 3.1 Accept CLUSTER 7 Minutes
Installation Cost Payment & Water Meter
Issue Official Php1,000.00
Receipt (OR) Labor
Php 105.00
Materials
3.2 Forward Php 2 Minutes
the request 1,1835.00 SCSO/CSO-
through Notarial fee B/CSA-C
CSBMS Php 50.00 Commercial
system to Services Division
Eng’g Const. SINGLE
& Maint. Water Meter
Division Php1,000.00
Labor
Php 422.00
3.3 Inform the Materials 2 Minutes
customer the Php
schedule of 2,265.00
installation Notarial fee
Php 50.00
*Notary for
DPWH
Permit
Php 500.00
(if deemed
necessary)
**Additional
fees
(materials)
will be
collected
depending
from
investigation
report
53
TOTAL Cluster 46 Minutes
Php
2,990.50
Single
Php
3,737.00
*Plus
Notary
for
DPWH
Permit
Php 500.00
(If deemed
necessary)
END OF SECOND VISIT- Customer In-Office Transaction
54
55
NEW SERVICE CONNECTION COSTING for ½"ø (Clustered)
A. Fittings and Materials

Item No.
Particulars Quantity Unit Unit Cost Total Cost
1.0 Brass Adaptor 1"ø 2 pcs 340.00 680.00
2.0 PEM 1"ø 10 m 49.00 490.00
3.0 Elbow 1"ø 1 pc 63.00 63.00
4.0 GI Pipe 1"ø 1 ft 65.00 65.00
5.0 Brass Ball Valve 1"ø 1 pc 500.00 500.00
6.0 Tee Reducer 1"ø x ½"ø 3 pcs 88.00 264.00
7.0 Elbow Reducer 1"ø x ½"ø 1 pc 63.00 63.00
8.0 GI Plug ½"ø 3 pcs 15.00 45.00
9.0 GI Nipple 1"ø x 5" 3 pcs 27.00 81.00
10.0 GI Nipple ½"ø x 2" 4 pcs 26.00 104.00
11.0 Brass Ball Valve ½"ø 4 pcs 230.00 920.00
12.0 Check Valve ½"ø 4 pcs 280.00 1,120.00
13.0 St. Elbow ½"ø 4 pcs 36.00 144.00
14.0 Elbow ½"ø 4 pcs 32.00 128.00
15.0 Meter Stand ½"ø 4 pcs 135.00 540.00
16.0 Brass Adaptor ½"ø 4 pcs 126.00 504.00
17.0 Teflon Tape 12 pcs 17.00 204.00
18.0 GI Nipple 1"ø x 2" 1 pc 30.00 30.00
19.0 Water Meter Cage (4 Water Meter) 1 set 1,164.00 1,164.00
21.0 Tapping Saddle 1"ø 1 pc 231.00 231.00
SUB-TOTAL COST - I P 7,340.00
B. Water Meter
1.0 Water Meter ½"ø (4 connections) 4 pcs 1,000.00 4,000.00
SUB-TOTAL COST - II P 4,000.00
C. Labor
1.0 Labor 422.00
2.0 Demo & Restoration (Brgy. Road) lot 452.00
3.0 Demo & Restoration (Nat'l. Road) lot 4,437.59
SUB-TOTAL COST - III P 422.00
TOTAL AMOUNT TO BE PAID PER APPLICANT

Fittings and Materials ÷ 4
P 1,835.00
Water Meter ÷ 4 P 1,000.00
Labor ÷ 4 P 105.50
TOTAL COST P 2,940.50
56
NOTES:
1.) Estimated costs are for Four (4) water service connections.
2.) Depending on the site, there may be an additional cost for demolition and restoration of
concrete pavement.
3.) P 452.00 per pavement to be demolished on Brgy. Roads and P 4,437.59 on Nat'l Roads
4.) If crossroad, P 452 x 2 = P 904 for Brgy. Roads; P 4,437.59 x 2 = P 8,875.18 for Nat'l Roads 5.)
Additional P 500.00 will be paid for the Attorney's Fee (Notary of Terms & Conditions) for
demolition and restoration on National Roads. 6.) Prices are subject to change
based on acquisition cost
Estimated by: Certified Correct by: Approved by:
SGD: BRYANNE SALAS / JOSE IRENEO RPIO SGD : ROMEO G. BONDOC SGD: ROLANDO T. ESTACIO
WMM - A / Engineer – B OIC-Eng'g. Const. & Maint. Div. General Manager
2. Disconnection Request
Water service connection which will not be used for a certain period of time due to end
or termination of lease contract, transfer to other location or other circumstances may be
disconnected upon request of the account holder. For this type of service, necessary
documents must be submitted for validation of request and payment/s be settled, if any.

Who may avail: All concessionaires of Concepcion Water District
Principal: Serve by CWD during time of reading
 Billing Notice BIR, Post Office, DFA, PSA, SSS,
 Photocopy of Government Issued GSIS, PAG-IBIG or Community Tax
ID Settlement of outstanding balance Certificate
Thru Representative:
Notarized Authorization letter Person being represented/Public
Photocopy of Government Issued ID of the Notary
representative BIR, Post Office, DFA, PSA, SSS,
All requirements of principal applicant GSIS,
57
PAG-IBIG or Community Tax
Certificate
Fees to Processing Person

Client Steps Agency Action
be Paid Time Responsible
1. Proceed to 1.1 Check the customer None 5 Minutes SCSO/CSO-
PACD & ask for account in the system, if B/CSA-C
assistance with balance, advise the Commercial
customer to settle it first. Services
Division
2. Present the 2.1 Create Maintenance None 15 Minutes SCSO/CSO-
requirements and Order for the request B/CSA-C
sign the logbook. and forward the request Commercial
through CSBMS system Services
to Eng’g Const. & Maint. Division
Division customer to
sign the logbook.
2.2 Inform the customer
the schedule of
disconnection.
TOTAL Unpaid 20 Minutes
water
bill (if
Any)
END OF VISIT- Customer In-Office Transaction
3. Reconnection Request
All concessionaires of who wish to reconnect their in-active accounts.

Reconnection will take place upon payment of unpaid water bills, reconnection fee
and cost materials (if any) before restoration of water service connection.

58
Billing Notice Serve by CWD during time of reading.

AGENCY FEES TO BE PROCESSIN PERSON
CLIENT STEPS ACTION PAID G TIME RESPONSIBLE
1. Proceed to 1.1 Check the None 14 Minutes SCSO/CSOB/CSA-C
PACD & ask customer’s Commercial
for ledger card to Services Division
assistance assess
payment to be
made.
None 1 Minute
1.2 Advise the
customer to
pay
unpaid water
bills, (if any) to
the teller and
reconnection
fee (PACD
area)
2. Pay the 2.1 Accept Reconnection 7 Minutes SCSO/CSOB/CSA-C

reconnectio payment & Fee Commercial
n fee issue Official Php Services Division
Receipts (OR). 50.00(inactive
within a month)
Php 200.00
(inactive
after a month
up to 23
months)
*Plus unpaid
water bill (if there
is any)
59
3. Present the 3.1 Create 10 Minutes
Official Maintenance
Receipts & Order and
sign the forward the
logbook request
through
CSBMS SCSO/CSOB/CSA
system to -C
Eng’g Const. & None
Commercial
Maint. Services Division
Division. 2 Minutes
3.2 Inform the

customer the
schedule of
reconnection
Php
50.00(inactive
within a month)
Php 200.00
(inactive after a 34 Minutes
TOTAL month up to 23
months)
and unpaid water

bills, if any
END OF VISIT- Customer In-Office
Transaction
4. Change of Account Name
All concessionaires of Concepcion Water District who wish to change the account
name registered to the District.

60
Request letter for change name Applicant
Billing Notice Serve by CWD during time of reading
Barangay Clearance/ photocopy Barangay Hall/Registry of Deeds
proof of ownership
Photocopy of Government Issued BIR, Post Office, DFA, PSA, SSS, GSIS,
Identification Card, Valid ID or PAG-IBIG, PhilHealth, Senior Citizen,
Community Municipal Hall & other concern agency
Tax Certificate (Cedula)
One (1) pc. 2 x 2 picture Applicant
Attend Orientation
Thru Representative: Person being Represented/Notary Public

Notarized Authorization Letter BIR, Post Office, DFA, PSA, SSS, GSIS,
Photocopy of Government Issued PAG-IBIG, PhilHealth, Senior Citizen,
Identification Card, Valid ID or Municipal Hall & other concern agency
Community
Tax Certificate of Representative
All requirements of principal
applicant
AGENCY FEES TO PROCESSING PERSON

CLIENT STEPS
ACTIONS BE PAID TIME RESPONSIBLE
1.Proceed to 1.1 Check the None 5 Minutes SCSO/CSOB/CSA-
PACD & requirements if C
ask for assistance available, (if not Commercial
give the list of Services Division
PACD/ requirements)
Commercial
Service
Division 1.2 If
requirements None 10 Minutes SCSO/CSOB/CSA-
are available, C
prepare the Commercial
Member’s Data Services Division
Update form
61
3. Payment of fees. 2.1 Accept Change 5 minutes SCSO/CSOB/CSA-
payment & issue name fee C
Official Receipt Php Commercial
PACD/ Commercial (OR) 50.00 Services Division
Services Division Notarial
Fee Php.
50.00
4. Read & sign the 3.1 Prepare the None 20 Minutes
orientation orientation form,
form, Water Service
Water Service Contract and
Contract orient the
customer of the
Rules and
Regulation of
SCSO/CSOB/CSA-
PACD/ Commercial Concepcion C
Service Division Water Commercial
District Services Division
3.2 Forward the None 2 minutes
request to
Customer
Account Section
for the
implementation of
the request.
Php
TOTAL 42 Minutes
100.00
5. Relocation Request
Investigation fee and cost of materials (if any) must be paid before relocation of
water service connection will take place.

62
Billing Notice Serve by CWD during time of reading
SACO Investigation Report Concepcion Water District
First Visit – Customer In-Office Transaction
FEES PROCESSING PERSON

AGENCY
CLIENT STEPS TO BE TIME RESPONSIBLE
ACTION
PAID
1. Proceed to 1.1 Encode None 15 Minutes SCSO/CSO-
PACD & ask required B/CSA-
for assistance information to C
Service Commercial
Application & Services Division
Connection Order
(SACO)
2. Pay the 2.1 Accept Php 10 Minutes SCSO/CSO-
Investigation fee payment & issue 100.00 B/CSA-
Official C
Receipts (OR) Commercial
Services Division
2.2. Forward the
request through None
2 Minutes
CSBMS system
to Eng’g Const. &
Maint. Division
2.3 Advise the

None 2 Minutes
customer to wait
for the
investigation
report
TOTAL Php 29 Minutes
100.00
6. Maintenance Order Request

All concessionaires of Concepcion Water District who wish to request for repair/
investigation of their existing water service connections.
63
CLIENT FEES TO PROCESSING PERSON
AGENCY ACTION BE PAID TIME RESPONSIBLE
STEPS
1. Proceed to 1.1 Receive and None 15 Minutes SCSO/CSOB/
PACD ask discuss CSA-C
for customer’s Commercial
assistance concerned None 2 Minutes Services
Division
1.2 Create
Maintenance
Order and
forward the
request through
CSBMS system
to Eng’g Const.
& Maint.
Division
2. Sign the 2.1 Ask the None 1 Minute SCSO/CSOB/
Logbook customer to sign CSA-C
the logbook Commercial
None 2 Minutes Services
2.2 Inform the Division
customer the
schedule of the
request.
64
Types of Maintenance Order
65
7. Maintenance Order Request with Demolition of Concrete
Pavement
All concessionaires of Concepcion Water District who wish to request for repair/
investigation of their existing water service connections.
. Commercial Services Division

Type of Government to Business(G2B)
Transaction:
CLIENT AGENCY ACTION FEES PROCESSING PERSON
STEPS TO BE TIME RESPONSIBLE
PAID
1. Proceed to 1.1 Receive and None 15 Minutes SCSO/CSOB/CSA-
PACD discuss customer’s C
ask for concerned 1.2 Commercial
assistance Create Maintenance None 2 Minutes Services
Order and forward Division
the request through
CSBMS
system to Eng’g
Const. & Maint.
Division
2. Sign the 2.1 Ask the None 1 Minute SCSO/CSOB/CSA-

Logbook customer to C
sign the Commercial
logbook None 2 Minutes Services Division
2.2 Inform the
customer the
schedule
of the request.
66
Types of Maintenance Order
1.
Broken Hydrant
2. Possible Clogged Service Line
3. Main Line Leak
4. No Water
5. Permanent Disconnection
6. Replace Service Line
7. Remove Meter Stand
8. Resize Service Line
9. Service Line Leak
10. Unleveled Meter
11. Voluntary Relocation
12. Extend Meter Stand
67
8. Application/Renewal for Senior Citizen’s Discount
To avail five percent (5%) senior citizen discount, the Senior Citizen must be a resident
of the household. Consumption should not exceed 30 cubic meters. This is granted by
household regardless of the number of Senior Citizens living therein. Meter registration
must be in the name of the senior citizen for a period of one (1) year.

Type of Transaction: Government to Citizen(G2C)
All concessionaires of Concepcion Water District and
Who may avail: member of Senior Citizen
Principal:
Water bill Concepcion Water District
Photocopy of Senior Citizen ID Office of the Senior Citizen’s Affairs
Senior Citizen’s Discount form
Thru Representative: Person being represented /Notary Public
All requirements of principal Person being represented
applicant. Notarized Authorization BIR, Post Office, DFA, PSA, SSS, GSIS,
letter PAG-IBIG or Community Tax Certificate
Latest picture of the Senior
Citizen’s holding a current
newspaper
Photocopy of Government Issued
ID of the representative
AGENCY ACTIONS
STEPS BE PAID TIME RESPONSIBLE
1. Proceed 1.1 Assess the
to PACD & requirements. if
ask for requirements are
assistance available, accomplish SCSO/CSOB/CSA-
the Senior Citizen’s C
Discount form None 20 Minutes Commercial
Services
1.2 Conduct Division
orientation on
availment of Senior
Citizen’s discount.
68
2. Sign 2.1 Forward the None 5 Minutes Division Head
Application accomplished form to Commercial
for senior Commercial Division Services Division
citizen Head for approval
discount SCSO/CSOB/CSA-C
availment. 2.2 Forward the Commercial
None 1 Minute
request to Customer Services
Account Section for the Division
implementation of the
discount.

END OF CUSTOMER IN-OFFICE TRANSACTION
9. Water Bill Payment
Bring Statement of Account (SOA) or old Official Receipt when paying Water Bill.

Principal:
• Water Bill • Serve by CWD during time of reading
• Old Official Receipt • Issued after payment of water bill
(Teller)

AGENCY ACTION
1. Get a number 1.1 Security guard None 1 Minute Security Guard
from the security on duty will give the
guard. number
69
2. Wait from the 2.1 Accept water bill Amount 20 Minutes Customer
call/post of payment and issue Water Bill Service Officer
queuing Official Receipt B, Customer
machine (OR) Service
Assistant B,
Housekeeping
Services
Assistant
Commercial
Services
Division
TOTAL Amount 21 Minutes
Water Bill
10. Franchise Tax Adjustment
Processing of 2% Expanded Withholding Tax (EWT) on their local/resident

suppliers of goods and services. For this type of service, necessary documents
must be submitted for validation of request.

Who may avail: All Concepcion Water District concessionaires
1. BIR Form 2307 (3 copies) BIR
2. Water Bill Obtain during CWD Reading Period
FEES
AGENCY PROCESSI PERSON
CLIENT STEPS TO BE
ACTIONS NG TIME RESPONSIBLE
PAID
1. Proceed to PACD 1.1 Ask None 2 Minutes Public
for assistance. customer’s Assistance and
concern, direct Complaints Desk
customer to Officer
Customer Commercial
Account Section. Services
Division
Office
70
2. Go to Customer 2.1 Receive and None 5 Minutes Customer
Account Section- discuss Service
Customer Service Customer’s Assistant
Assistant (CSA) request. Division Head
Commercial
2.2 Receive and Services
verify Division
documentary Office
requirements.
2.3 Compute
adjustment and
endorsed to
Commercial
Services Division
Head for
approval.
2.4 Post Billing

adjustment
through CSBM
System.
2.5 Advise
concessionaire to
proceed to Teller
for payment.
3. Proceed to 3.1 Accept 3 Minutes Teller

Teller for water payment; retain 2 Commercial
bill payment. copies of BIR Services
Form 2307. Division
3.2 For
customer’s copy,
print name on the
conforme field
and sign.
3.3 Issue Official

Receipt with
signed customer
copy of BIR Form
2307 to
customer.
71
10
TOTAL None
Minutes
END OF TRANSACTION
11. Customer Services: Billing Details and other Billing Concerns

Customers may request information and records relating customer account
details and other billing concerns.

Type of Government to Business(G2B)
Transaction: Government to Government (G2G)
CHECKLIST OF
WHERE TO SECURE
REQUIREMENTS
No requirements needed
AGENCY ACTIONS
1. Proceed 1. Ask customer’s None 2 Minutes Public
to PACD concern, direct Assistance and
for customer to Customer Complaints
assistance. Account Section. Desk Officer
Commercial
Services
Division Office
2. Go to 2.1 Receive and ask None 5 Minutes Customer
Customer for customer concern. Service
Account Assistant
Section- 2.2 Ask for pertinent Commercial
Customer information (account Services
Service number and/ or Division
Assistant account name; service Office
(CSA) address.
2.3 Furnish copy of

customer request
END OF TRANSACTION
72
12. Customer Services: Application for Water Bill Adjustment due to
Leakage
Customers may request for investigation in the event that there is an abrupt
change/ increase in their water bill due to undetected leak. CWD records and
promptly investigate such complaints and provide bill adjustment upon completion
of requirements.

1. Water Bill Obtain during CWD Reading Period
2. Letter of intent address to the Concessionaire
General Manager
CONDITIONAL REQUIREMENTS:
1. The applicant is the recorded
owner of the property with
undetectable leak.
2. The leak was undetectable.
3. Application is received within
sixty (60) days upon receipt
of water bill.
4. Adjustment is valid only once
every three (3) years.
73
First Visit - Customer In-Office Transaction
AGENCY ACTIONS
1. Proceed to 1.1 Ask customer’s None 2 Minutes Public
PACD for concern and verify Assistance and
assistance account details Complaints
(account Desk
number/name and Officer
service address) thru Commercial
CSBM System.
Services
Division Office
1.2 Evaluate request
and search for pre-
reported Maintenance
Order (MO) database
during meter reading.
1.3 If none, create a
Maintenance Order
(Check Meter/High
Consumption)
and forward to
Eng’g. Division.
2. Wait for 2.1 Advise None 5 Minutes Public

advice from concessionaire that Assistance and
PACD officer site inspection/ Complaints
and sign to investigation will be Desk
Maintenance done within 24 hours. Officer
Order Commercial
Logbook.
Services
Division
Office
74
Second Visit - Customer In-Office Transaction
AGENCY ACTIONS
1. Proceed to 1. Ask customer’s No Fee(s) 2 Minutes Public
PACD for concern, direct required Assistance and
assistance. customer to Complaints
Customer Account Desk
Section. Officer
Commercial
Services
Division Office
2. Go to 2.1 Retrieve the No Fee(s) 15 Minutes Customer
Customer approved request for required Service
Account water bill adjustment Assistant
Section- from Eng’g. Division. Division Head-
Customer Commercial
Service 2.2 Calculate Services
Assistant discount based on Division
(CSA) and ask the approved Office
for computation under
assessment of Board Resolution
water bill No. 14 series of
adjustment. 2019 as illustrated
on Table 1 below.
2.3 Endorse the

computed discount
to Customer
Service
Officer and Division
Head for review and
approval respectively.
2.4 Post adjustment
through Billing
Adjustment Memo to
the CSBM System.
75
2.5 Provide the
concessionaire a
copy of water bill
adjustment.
2.6 Advise customer

to proceed to Teller
for payment.
3.Proceed to 3.1 Accept payment None 2 Minutes Teller
Teller for water and issue Official Commercial
bill payment Receipt. Services
(net of Division
discount). Office
TOTAL NONE 19 Minutes

END OF SECOND VISIT- Customer In-Office Transaction
TABLE 1. INCREASE IN CONSUMPTION DUE TO LEAKAGE
ILLUSTRATED COMPUTATION:
JUAN DELA CRUZ

011-101-0000-0
Particulars: Dec= 104cu.m Jan= 101cu.m Feb= 190cu.m
3 months total consumption 395

Average consumption (395cu.m/3mos.) 132
Recorded consumption due to undetected leakage

(Current) 190
Less : Average consumption 132
Increase in consumption due to leakage 58
Less: District consideration (50%) 29
Total increase in consumption 29
TO BE BILLED:
Average consumption per month 132
50% of the increase in consumption 29
Total cubic meter to be billed 161
76
WATER PRODUCTION DIVISION
External Services
77
1. MONTHLY BACTERIOLOGICAL TEST
Randomly selected (1) concessionaires subjected for bacti-test water sampling
Office / Division: Water Production Division

Municipal Health Office with the assistance of
Who may avail:
Waterlab Water Testing Laboratory
CHECKLIST OF REQUIREMENTS
WHERE TO SECURE
Prepare the required number of bottles Water Production Division

Bring the kit for disinfecting the faucets
Prepare the form to be fill-up
AGENCY ACTIONS FEES TO PROCESSING PERSON

CLIENT STEPS
BE PAID TIME RESPONSIBLE
1. DOH to 1.1Affirm the
coordinate schedule day & NONE
1 day
the date with the DOH
schedule representative 1.2
date of Randomly pinpoint
taking the
concessionaires for Water
water
water samples 1.3 Production Div.
samples
Get required Head
number of water Water
samples for Production
Bactetest Division
1.4 Deliver water
samples to DOH
accredited P
laboratory 500.00/bot
7 days
1.5 Get Bacti-Test tle
Results
TOTAL P
500.00/bot 8 days
tle
End of transaction
78
2. YEARLY PHYSICAL/CHEMICAL ANALYSIS OF WATER
All pump station wells with corresponding at least one (1) concessionaire for phy-
chem water sampling

Municipal Health Office with the assistance of
Who may avail:
Waterlab Water Testing Laboratory
CHECKLIST OF REQUIREMENTS
WHERE TO SECURE
Prepare the required number of Water Production Division

bottles
Bring the kit for disinfecting the
faucets
Prepare the form to be fill-up
CLIENT AGENCY ACTIONS FEES TO PROCESSING PERSON

1.DOH to 1.1 Affirm the
coordinate schedule day & date
the schedule with the DOH
of sampling representative 1.2 1 day
None
Randomly pinpoint the
concessionaires &
wells for sampling 1.2 Water
Get Water samples for Production Div.
phy-chem analysis Head/Water
1.3 Deliver water Production Div.
samples to DOH 3,500.00/ One (1)
bottle
accredited laboratory month
1.4 Get the result of
Phy-chem-test
results
TOTAL 1 month & 1
3,500.00 day.
End of transaction
79
WATER PRODUCTION DIVISION
Internal Services
80
1. FLUSHING of HYDRANTS
Concepcion Water District coverage area: barangays/concessionaires with complaints

on water discoloration and odorous water

Type of Transaction: Government to Citizen(G2C)
Who may avail: All
Verbal report of complaint to frontliners Commercial Division

1.Concessioanires 1.1 PACD (Front liner) to None
to personally report encode in a computer:
complaints to front
liner regarding 1.1.1 Name, address and 1 minute PACD
water discoloration contact # (Commercial
and odorous water 1.1.2 Encode the reason of 1 minute Division)
at the PACD- complaint
Commercial 1.1.3 Electronically forward 1 minute
Division office to Engineering Div.
(CWD) Engineering
1.2 Engineering Div. to
Asst. B
prepare:
None 1 minute Engineering
Print/Extract two (2) copies Division
of the report from computer
& forward one (1) copy to
Water Production Div.&
retain one (1) copy for filing.
81
1.3 Water Production Div
upon receipt of Job Order
need to prepare:
1.3.1 Received the 1 minute

extracted form one
(1) copy Water
Production
1.3.2 Prepare a 1 minute Head, Water
Maintenance Order Maintenance
Form (MOF) one (1) Man B (Water
copy Production
1.3.3 Assign/contact 10 mins. Div.
person to flush the
subject/specified
area.
1.3.4 fter flushing, let
8 hours
concessionaires sign
the maintenance
order form (MOF) on
the conforme. None
TOTAL None 8 hrs & 16
mins
END OF TRANSACTION
2. ACCOUNTED WATER AND NON-REVENUE WATER
To calculate the percentage of water, produce & determine the waste water.
Requirements in the District Monthly Data Sheet.

Who may avail: Office of the General Manager
82
• one (1) copy of each document
1. Monthly Billing data & Connection data
2. Spilled Water During Repair of leak
3. Spilled water during new connection/pipe
jesting
4. Spilled water on concessionaires’ water
meter
5. Refilling of BFP Truck
6. Backwash sand separator
7. Electric consumption

Water
1.1 Gather and prepare
Maintenance
the following data in
1. The GM preparation of Man B-, Water
Request for accounted water Production Div.
the Report of report: Head
Percentage 1.1.1 Monthly Billing per None 1 day
on Barangay. Cust. Serv.
Accounted 1.1.2 Monthly New Officer A
Water and Service (Commercial
Percentage Connection/Discon Division) /
of Non- nection/Reconnecti Engineering
Revenue on. Division
Water at the None 1 day
Water 1.1.3 Monthly New Engineering
Production Connection waste Division
Division water during
PipeJetting.
1.1.4 Monthly spilled water None 1 day
Engineering
during leak Division
repair
83
1.1.5 Monthly Electric bill None 1 day CSBC
of Pumping Accounting
Stations Section (Admin.
Gen. Serv.
Division)
1.1.6 Monthly Water None 1 day

Production per
Pumping Station
well
1.1.7 Monthly Flushing of None 1 day

Hydrant
1.1.8 Monthly Fire dept.

None 1 day Water
refilled tank water
Maintenance
Man B-, Water
1.1.9 Spilled water during Production Div.
None 1 day
rehab of Head Water
well Production Div.
1.1.10 Spilled water of

None 1 day
sand separator
1.1.11 Monthly chemicals

consumed per None 1 day
Pumping Station
Secretary A
1.2 Submit to the General
Manager for approval None 1 day (Office of the
then furnish a one (1) General
copy for the accounting Manager)
section
2. Acknowledge None None None Office of the

the General
submission Manager
of Report
TOTAL None 12 Days

END OF TRANSACTION
84
3. REPAIR/MAINTENANCE OF WATER PUMPING
FACILITIES
A request for the repair and maintenance of water pumping facilities-

ElectroMechanical Components (VFD, Genset & Dosing Pump).

Who may avail: Pumping Stations/Pump Operators
1. Request Letter – 2 Copies Water Production Division

1. Request repair 1.1 Submit to the General None 2 days Secretary A
and maintenance Manager’s office, letter (Office of the
of Pumping request for the repair and General
facilities at the Office maintenance of pumping Manager)
of the GM facilities - one (2) copies
1.2 Inform the supplier to None 1 day Water

mobilize, start delivery of Production Div.
services/materials Head (Water
needed for Production
repair/maintenance Div.), BAC
Secretary
(Admin Div.)
1.3. Monitor the conduct
of repair activity:
1.3.1 Record
accomplishment &
submit a letter on
work None 1 day Water
accomplished Production Div.
1.3.2 Take picture of the Head (Water
entire activity Production
(justification) None 1 day
85
1.3.3 Prepare Budget Water
Utility Slip (BUS) None 1 day Production Div.
then submit to Head (Water
Admin-Accounting. Production
TOTAL None 7 days
END OF TRANSACTION
86
4. WELL PREVENTIVE MAINTENANCE (WELL
REHABILITATION)
Request to conduct preventive maintenance (PMS) of production well from

mobilization, pull-out of water pumping facilities & other appurtenances inside the
well, well development (injection of chlorine, surging & bailing), airlifting (brushing,
scrubbing & cleaning), check-up of pump & motor up to re-installation of the
pulled-out water pumping facilities and pump test.

Who may avail: All Pumping Stations of CWD
1.Request letter to the General Manager – 2 Water Production Division
copies

CLIENT STEPS AGENCY ACTIONS PAID TIME RESPONSIBLE
1.1 Submit to the General None 2 days Secretary A
Manager’s office, letter (Office of the
request for the preventive General
maintenance of production Manager)
well - one (1)
copy
1.2 Before Rehabilitation

Activities-site preparation
1.Request
to accommodate the
preventive
rehabilitation equipment &
maintenance of
materials preparation, info
production well at dissemination: None 1 day Water
the Office of the Production Div.
General Manager 1.2.1 Prepare rehab. Head (Water
form (WPD-F14) Production Div.),
1.2.2 Prepare materials BAC Secretary
needed (tie wire, (Admin Div.)
chlorine granules,
electrodes)
1.2.3 Preparation of the
water way for
airlifting.
87
1.3 Preventive
Maintenance Work is
100% finished under
normal condition:
1.3.1 Received Sr.WUMO, Pump

accomplishment, Operator on
picture, laboratory duty, Water
test result of pump None 3 days Maintenance
& motor & Man B, WRFO
statement of /Water
account Production Div.
1.3.2 Prepare letter of
work accomplished
1.3.3 Prepare budget
utilization slip then forward
to Admin. Div-acctg
TOTAL None 6 days
END OF TRANSACTION
88
ENGINEERING, CONSTRUCTION &
MAINTENANCE DIVISION
External Services
89
1. Investigation of New Service Connection
The residents of Concepcion, Tarlac within the service areas of CWD, who
wants to have access to safe and potable water shall file his/her application for
water service connection after complying the requirements and payment of
corresponding fees.
Office / Division: Engineering, Construction and Maintenance Division

G2C – Government to Citizen
Type of Transaction: G2B – Government to Business
G2G – Government to Government
All Residents of Concepcion, Tarlac within the service
Who may avail:
areas of CWD
CHECKLIST OF
WHERE TO SECURE
REQUIREMENTS
- Initial S.A.C.O. Investigation Public Assistance and Complaints Desk
Form (Commercial Services Division)
(Inputted on CWD System)
1. Proceed to 1.1 Input Name, Investigation 5 Minutes
PACD & Address and fee-
request for Details of P 125.00
investigation Applicant SCSO/CSOB/CSA-
of the new to CSBM C
service System 10 Minutes (Commercial
connection Services Div.)
None
1.2 Generate
request and
forward to
Engineering,
Construction &
Maintenance
Division
90
2. Wait for the 2.1 Receive, log, None 5 minutes Engineering
Investigation and schedule for Assistant B
Team for the inspection Engineering,
inspection of Construction &
applied service Maintenance
connection at 2.2 Endorse to None 5 minutes Div.
site location Investigation
Team
3. Assist the 3.1 Shall conduct site None 1 ½ day

investigator inspection and list
during the the materials to be
conduct of site used for the
inspection at site installation.
location None 2 Minutes Sr. WUMO
3.2 Advise the Engineering,
applicant to go to the
Construction &
CWD office to pay
Maintenance
the necessary fees at
Div.
the Commercial
Division.
None 2 Minutes
3.3 Submit a copy of
list of materials to the
Engineering Division.
None 20 Minutes Engineering
3.4 Input the details Assistant B
on the CSBM system Engineering,
Construction &
Maintenance
Div.
TOTAL Php 125.00/ 1 ½ day and

Investigation 49 minutes
fee
END OF TRANSACTION
91
2. Installation of New Service Connection
The residents of Concepcion, Tarlac within the service areas of CWD, who
wants to have access to safe and potable water, who have completed the initial
investigation process, shall file his/her application for water service connection
after complying the requirements and payment of corresponding fees.
Office / Division: Engineering, Construction and Maintenance

Division
All Residents of Concepcion, Tarlac within the
Who may avail: service area of CWD
- Completed S.A.C.O. Investigation Given by Sr. WUMO (Engineering,
Form – 1 original copy Construction & Maintenance Division) after
the investigation process
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS RESPONSIBLE
BE PAID TIME
1. Install the 1.1 Receive and log None 5 Minutes Water
tapping point on Approved SACO Maintenance
the inputted from the Man A
concessionaire’s system by the Engineering,
Commercial Division Construction &
side (after the
Maintenance
meter pipeline
Div.
or “Abang”) and 1.2 Schedule for None 1 day
wait on the installation
scheduled date
for installation 1.3 Shall prepare None 20 minutes
required materials to
be used for
installation (RIS) and
Job Order approved
by the Division
Manager
92
2. Shall sign the 2.1 Conduct None 4 days Sr. Water
Acknowledgement installation of water Maintenance
Form at site meter and ask Man A
location concessionaire to Engineering,
sign Construction &
Acknowledgement Maintenance
None 5 minutes
Form Div.
2.2 Submit the

signed
Acknowledgement
Form to
Engineering
Division
3. Wait for the 3.1 Input details to None 5 minutes Engineering
Investigation Team CSBM system and Assistant B
for the schedule for Engineering,
postinspection of postinspection Construction &
Maintenance
applied service None 5 minutes
Div.
connection at site
location 3.2 Endorse to
Investigation Team
4. Shall sign the 4.1 Conduct None 1 day Sr. Water
Post-Inspection postinspection and Maintenance
Form at site ask concessionaire Man A
to Engineering,
sign Post- Construction &
Inspection Form Maintenance
None 5 minutes
Div.
4.2 Submit the
signed
PostInspection
Form to
Engineering
Division
for filing
TOTAL None 6 days and
45 minutes
END OF TRANSACTION
93
3. Investigation for Relocation/Transfer of Service
Connection
Concessionaires of CWD who wants to relocate/transfer his/her water service

connection due to reasons of it being an obstruction to driveways or pathways.

Division
Who may avail: All Concessionaires of CWD
- Initial S.A.C.O. Investigation Form Public Assistance and Complaints Desk
(Inputted on CWD System) (Commercial Services Division)
CLIENT STEPS
1. Proceed to 1.1 Input Name, Investigation 5 Minutes SCSO/CSOB/CSA-
PACD & Address and Fee- C
request for Details of P 100.00 (Commercial
relocation/ Applicant to Services Div.)
transfer of the CSBM
new service System 10 Minutes
connection
None
1.2 Generate
request and
forward to
Engineering,
Construction &
Maintenance
Division
2. Wait for the 2.1 Receive, log, None 5 minutes Engineering
Investigation and schedule for Assistant B
Team for the inspection Engineering,
inspection of Construction &
relocation/ None 5 minutes Maintenance
transfer of 2.2 Endorse to Div.
service Investigation Team
connection at site
location
94
3. Assist the 3.1 Shall conduct None 1 ½ day
investigator at site inspection and
site during the list the materials to
conduct of site be used
inspection for the
relocation/transfer
of service None 2 Minutes Sr. WUMO
connection.
Engineering,
Construction &
3.2 Advise the
applicant to go to
the
CWD office to pay Maintenance
the necessary Div.
fees at the
Commercial None 2 Minutes
Division.
3.3 Submit a copy

of list of materials
to the Engineering
None 20 Minutes Engineering
Division.
Assistant B
Engineering,
3.4 Input the Construction &
Maintenance
details
Div.
on the CSBM
system
TOTAL Php 1 ½ day and

100.00/ 49 minutes
Investigation
Fee
END OF TRANSACTION
95
4. Relocation/Transfer of Service Connection
Concessionaires of CWD who have completed the initial investigation process,

who wants to relocate/transfer his/her water service connection due to reasons
of it being an obstruction to driveways or pathways.

Division
Complete S.A.C.O Investigation Form Given by Sr. WUMO (Engineering,
Construction & Maintenance Division) after
the investigation process
FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. Install the new 1.1 Received and None 5 Minutes
tapping point on log Approved SACO
the inputted from the
concessionaires’ system by the Water
side (after the Commercial Division Maintenance
meter pipeline Man A
or “Abang’) and 1.2 Schedule for None 4 hours Engineering,
wait on the relocation/ transfer Construction &
schedule date Maintenance
for relocation/ 1.3 Shall prepare None 20 minutes Div.
transfer required materials to
be used for
installation (RIS) and
Job Order approved
by the Division
Manager
96
2. Shall sign the 2.1 Conduct None 2 days
Acknowledgement relocation/ Transfer Sr. Water
Form of water meter and Maintenance
ask concessionaire Man A
to sign Engineering,
Acknowledgement Construction &
Form None 5 minutes Maintenance
Div.
2.2 Submit the
signed
Acknowledgement Engineering
Form to Engineering None 20 minutes Assistant B
Division Engineering,
Construction &
2.3 Input details to Maintenance
CSBM system and Div
coordinate with
Billing Section
TOTAL None 2 days 4
hours and 50
minutes
END OF TRANSACTION
97
5. Reconnection
Previous concessionaires of CWD who want to reconnect their in-active water

service connection to the District.

Division
All Disconnected and previous Concessionaires of
Who may avail:
CWD
None None
CLIENT STEPS
1. Wait on the 1.1 Receive and log None 5 Minutes
scheduled Maintenance Order Engineering
date for inputted from the Aide B
reconnection system by the Engineering,
at site Commercial Division Construction &
location Maintenance
1.2 Schedule for None 4 hours Div.
reconnection
1.3 Shall prepare Engineering

None 20 minutes
required materials (if Aide B
needed) to be used Engineering,
for reconnection Construction &
(RIS) approved by Maintenance
the Division Div.
Manager
98
2. Shall sign the 2.1 Conduct None 1 day
Maintenance reconnection of Water
Order water meter and Maintenance
Feedback Form ask concessionaire Man B
at site to sign Engineering,
Maintenance Construction &
Order Feedback Maintenance
Form Div.
None 5 minutes
2.2 Submit the
signed
Maintenance Order
Feedback Form to Engineering
Engineering Division Aide B
None 20 minutes
Engineering,
2.3 Input details to Construction &
CSBM system and
coordinate with Maintenance
Billing Section Div.
TOTAL None 1 day 4 hours

and 50
minutes
END OF TRANSACTION
99
6. Change Meter
Concessionaires of CWD that have a leaked/ broken water meter who wish to
replace their water meter, provided, they are not the ones responsible for the
damage of the said item.

Division

None None
CLIENT STEPS
scheduled Maintenance Order
date for inputted from the Engineering
replacement system by the Aide B
of water Commercial Engineering,
meter at site Division None 4 hours Construction &
collection Maintenance
1.2 Schedule for
Div.
replacement of
water meter
None 20 minutes
1.3 Shall prepare
required materials
(if needed) to be
used for change
meter (RIS)
approved by the
Division Manager
100
Maintenance replacement of Water
Order Feedback water meter and Maintenance
Form at site ask Man B
concessionaire to Engineering,
sign Maintenance Construction &
Order Feedback
Maintenance
Form
None 5 minutes Div.
2.2 Submit the
signed Maintenance
Order
Engineering
Feedback Form to
None 20 minutes Aide B
Engineering
Engineering,
Division
Construction &
2.3 Input details to
CSBM system and
TOTAL None 2 days 4

hours and 50
minutes
END OF TRANSACTION
101
7. Disconnection (Request)
Concessionaires of CWD that would like to temporarily remove their water

service which will discontinue their monthly billing.

Division
None None
CLIENT STEPS
scheduled Maintenance Order Engineering
date for inputted from the Aide B
disconnection system by the Engineering,
of water Commercial Construction &
meter at site Division Maintenance
location None 4 hours Div.
1.2 Schedule for
disconnection of
water meter
102
Maintenance disconnection of
Order water meter and
Feedback Form ask Plumber C
at site concessionaire to Engineering,
sign Maintenance 5 minutes Construction &
Order Feedback
None Maintenance
Form
Div.
2.2 Submit the
signed
Maintenance Order 5 minutes
Feedback Form to None
Engineering
Division
2.3 Turnover Engineering

Aide B
disconnected water
meter and its 20 minutes Engineering,
None Construction &
attached
accessories to
Storekeeper

CSBM system and
2 days 4
TOTAL None hours and 35
minutes
END OF TRANSACTION
103
8. Maintenance Order (Repair of leakage, high
consumption, tailpiece leak, etc.)
Maintenance order is created for reported leakages and other concerns from
concessionaires, meter readers, employees, or other concerned citizens.

Division
None None
CLIENT STEPS
scheduled Maintenance Order
date inputted from the
for system by the Engineering
implementation Commercial Division Aide B
of None 4 hours Engineering,
1.2 Schedule for Construction &
maintenance
job/maintenance Maintenance
order at site
order Div.
location
None 20 minutes
1.3 Shall prepare
required materials (if
needed) to be used
(RIS) approved by
the
Division Manager
104
Maintenance maintenance order
Order (repair leakage, Water
Feedback Form check meter, etc.) Maintenance
at site and ask Man C
concessionaire to Engineering,
sign
Construction &
Maintenance Order
None 5 minutes Maintenance
Feedback Form
Div.
2.2 Submit the
signed
Maintenance Order Engineering
Feedback Form to None 20 minutes Aide B
Engineering Division Engineering,
Construction &
2.3 Input details to Maintenance
CSBM system and Div.
coordinate with
Commercial Division
(if needed)
TOTAL None 2 days 4

hours and
50 minutes
End of Transaction
105
ENGINEERING, CONSTRUCTION &
MAINTENANCE DIVISION
Internal Services
106
1. Disconnection (Delinquent concessionaires with 2
months arrearages)
Water Service of concessionaires with 2 months arrearages will be temporarily

disconnected until payment of their water bill.

Division
Type of Transaction: G2G – Government to Government
Who may avail: None

None None
FEES
AGENCY PROCESSING PERSON
CLIENT STEPS TO BE
ACTIONS TIME RESPONSIBLE
PAID
1.Input to system 1.1 Receive and log None 5 Minutes
the list of Maintenance Order Engineering
concessionaires inputted from the Aide B
with two (2) system by the Engineering,
months Commercial Construction &
arrearages Division None 4 hours Maintenance
Div.
1.2 Schedule for
disconnection of
water meter None 2 day
Water
1.3 Conduct Maintenance
disconnection Man B
of water meter None 5 minutes Engineering,
Construction &
1.4 Submit the Maintenance
Maintenance Order Div.
to 5 minutes
Engineering None
Division Engineering
Aide B
1.5 Turnover Engineering,
disconnected water 20 minutes Construction &
meter and its None Maintenance
attached Div.
accessories
to Storekeeper
107
CSBM system and
coordinate with
Billing
Section
TOTAL None
2 days 4 hours
and 35 minutes
END OF TRANSACTION
108
TO OUR VALUED CLIENTS:
The Concepcion Water District (CWD) is continuously trying to improve the delivery
of our products and services to client satisfaction. There will be instances when our
services are not up to the client’s expectations. We would appreciate receiving the
complaints, suggestions, and other types of inputs to be able to serve our clients
and stakeholders better. Please let us know how we can serve you better by
fillingup our CUSTOMER Satisfaction Survey Form available at the Customer
Service Area and drop it in the Suggestion Box. This is voluntary and all replies will
be confidential. If you wish to remain anonymous, you do not need to fill in your
name nor your organization. You can also send in your feedbacks through regular
mail (Concepcion Water District, L. Cortez, Street, San Jose, Concepcion Tarlac),
through e-mail/facebook Account (concepcionwaterdistrict@yahoo.com}, through
fax (045-923-1576) or through our web site (http:// www. cpntarwaterdistrict.gov.ph).
Thank you for helping us continuously improve our services
109
Feedback and Redress Mechanism
How to send a feedback? Fill out Customer Feedback form and drop it at the
designated drop box located at the customer’s paying
area.
How feedback is processed? Every Friday, PACD officer and records all
accomplished feedback forms from the suggestion box.
Feedback requiring response are forwarded to the

Human Resource for evaluation and endorsed to the
General Manager for appropriate actions within three
(3) working days from receipt of the feedback.
The response of the office is then relayed to the

customer. For inquiries and follow-up, customer may
contact the Telephone No. (045) 923-0430.
How to file complaints? Proceed to PACD fill-up complaint form and drop it to
designated box located at customer’s paying area.
For inquiries and follow-up, customer may contact the

Telephone No. (045) 923-0430.
How complaints are processed? PACD Officer compiles and records all accomplished
feedback forms and forwarded to the Commercial
Services Division Head for evaluation of complaint and
endorsed to the General Manager for appropriate
actions.
The customer informed the result thru formal letter or
phone calls. For inquiries and follow-up, customer may
contact the Telephone No. (045) 923-0430.
Contact Information of ARTA, ARTA: complaints@arta.gov.ph

Presidential Complaints Center 1-ARTA(2782)
(PCC), Contact Center ng Presidential Complaints Center (PCC): 8888
Bayan(CCB). Contact Center ng Bayan(CCB) 1-6565*
110
Annex A
111
Annex B
LIST OF OFFICES
Office Address Contact Information

L. Cortez St. San Jose, (045) 9231-576
Board of Directors Concepcion, Tarlac concepcionwaterdistrict[at]yahoo.com
L. Cortez St. San Jose, (045) 9231-576
General Manager Concepcion, Tarlac concepcionwaterdistrict[at]yahoo.com
Admin./Gen. Services L. Cortez St. San Jose, (045) 9231-576
Division Concepcion, Tarlac cwd.adm1576@gmail.com
Water Production L. Cortez St. San Jose, (045) 9231-576
Division Concepcion, Tarlac cwdwaterproduction@gmail.com
Commercial Services L. Cortez St. San Jose, (045)9230-430
Division Concepcion, Tarlac cwd.commercial1576@gmail.com
Engineering, L. Cortez St. San Jose, (045)6282-364
Construction and Concepcion, Tarlac Cwdengineering2364@gmail.com
Maintenance Division
112

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CONCEPCION WATER DISTRICT

Concepcion Water District (CWD)- Concepcion, Tarlac implements Citizen’s Charter

Concepcion is composed of 45 barangays with 154,188 population based on the 2015

Number of Metered Service

Pursuant to Presidential Decree No. 198 (Provincial Water Utilities Act of

We envisioned to be a world class water provider, joining the ranks of

We commit to supply and sustain the delivery of potable, adequate water

IV. Service Pledge:

Attend quickly to your reports, complaints, queries and requests;

Ensure your satisfaction through our prompt delivery of services; and

because you deserve only the best service.

Classification: Highly Technical

It is the policy and medium adhered to in government procurement, it is

Office / Division: Concepcion Water District / Administrative and General

Businessmen / Contractors / Bidder

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

• Letter of Intent (in Company’s Letter Head / • Bidder’s Company

2. Wait for PRE-

8. Wait for 8.1. Inform the Bidder of the

14.1. Prepare NTP and

Request for quotations/proposals as it implies, it indicates the specifications,

Office / Division: Concepcion Water District / Administrative and General

Businessmen / Contractors / Bidder

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

• Quotation/s / Proposal/s (minimum 3: per • Suppliers / Bidders

4.1. After ascertainment,

All Suppliers of CWD who deliver purchased supplies and materials.

Office / Division: Administrative and General Services

Total 2 Hrs. 9 Mins

4. Request for Payment

All Payees of Concepcion Water District requesting/ availing check payment.

Office / Division: Concepcion Water District

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

2. Proceed to 2.1 Received and double None 10 minutes Cashier

3. Received None None None None

TOTAL None 1 day & 38

Office / Division: Administrative and General Services

TOTAL None 2 days

Certification is the formal attestation or confirmation of certain characteristics of an

• Certificate of Employment - A Certificate of Employment, also called an

Office / Division: Concepcion Water District

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

2. Review and 2.1 Releasing of None 5 minutes SIRMO-A /

TOTAL None 30 Minutes

• Certificate of Last Day of Active Service - is the formal attestation or

Office / Division: Concepcion Water District

Type of Transaction: Government to Government (G2G)

All employees of Concepcion Water District

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

CLIENT FEES TO BE PROCESSING PERSON

(Administrative/ 1.2 Retrieve employee None 10 Minutes SIRMO-A / RMO

1.3 Printing, review None 5 minutes SIRMO-A / RMO

1.4 Forward None 5 minutes SIRMO-A / RMO

TOTAL None 1 day and 35

Service Record - is a record/collection of either electronic or printed material which

Office / Division: Concepcion Water District

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Monetization of leave credits - payment of the money value of accumulated vacation

Office / Division: Concepcion Water District

CLIENT STEPS FEES PROCESSING PERSON

1.3 Forward request

None 10 minutes SIRMO-A

TOTAL None 5 days and 30