HERMOSA WATER DISTRICT

HERMOSA WATER DISTRICT

CITIZEN’S CHARTER

2020 (1st Edition)

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HERMOSA WATER DISTRICT

CITIZEN’S CHARTER

2020 (1st Edition)

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I. Mandate: Pursuant to Presidential Decree No. 198 (Provincial Water Utilities Act of 1973), the

HERMOSA Water District was formed for the purpose of the following:

Acquiring, installing, improving, maintaining and operating water supply and distribution

systems for domestic, industrial, municipal and agricultural uses for residents and lands within

the boundaries of such districts;

Providing, maintaining and operating wastewater collection, treatment, and disposal facilities;

and

Conducting such other functions and operations incidental to water resource development,

utilization and disposal within such districts, as are necessary or incidental to said purpose.

II. Vision: To be a sustainable utility agency that provides safe and affordable drinking water supply and an

effective septage management program.

III. Mission: HWD is committed to provide the whole community with excellent and affordable drinking water

supply and septage management services.

IV. Service Pledge:

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FRONTLINE SERVICES

Hermosa Water District Page

External Services: Commercial Section

Application of New Connection 6-7 Reconnection of Disconnected Lines 8-9

Payment of Water Bills 10

Repair of Leak (Meter/Valve/Meter Stand) 11

Repair of Leak (Minor and Major Leak in Mainline 12

Complaints on Supply – High Consumption 13

Transfer of Line/ Relocation of Water Meter 14

Request for Voluntary Disconnection 15

Internal Services: Commercial Section and Admin & Finance

Billing Process 17-18

Disconnection of Delinquent Accounts 19

Issuance of Materials and Office Supplies 20-21 Replenishment of Petty Cash Fund 22-23 Reimbursement of Expenses 24-25 Payment of Cash Advance 26-27 Payment of Long Term Loans 28 Check Disbursement Process 29-30 Online Payment of Remittances on Pag-IBIG and PhilHealth 31 Payment of GSIS Remittances 32-33 Online Payment of BIR Remittances 34 Preparation of Payroll 35-36 Payment of BOD’s Per Diem and Allowances 37-38 Payment of Job Order Employees 39-40 Procurement of Goods and Services 41-42

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Application for Leave (Leave Form and Compensatory Time-Off) 43-44 Hiring of Applicant for Vacant Position 45-46 Placement of Newly Hired Employee 47 Request for Official Documents 48 Application for Leave Credits Monetization 49-50 Training 51 Certificate of Employment 52 Internal Services: Engineering Construction & Water Quality Division

Request for Repair of Mainline or Service Line Leaks 54-55 Design and Development 56-57

Feedback and Complaints Mechanism 58-59

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COMMERCIAL SECTION

EXTERNAL SERVICES

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1. APPLICATION OF NEW CONNECTION

Office or Division: Finance and Commercial, Administrative and General Service Division

Classification: Simple Type of Transaction:

Government to Citizen(G2C)

Who may avail: All Household Owners within the Service Area of Hermosa Water District CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Barangay Permit (If road crossing/road excavation others) and sketch of location

Barangay Hall

Application Form, ID of concessionaire and any additional requirements required by customer service

HWD Office

Water Service Contract HWD Office

CLIENT STEPS AGENCY ACTIONS FEES TO BE PAID PROCESSING

TIME PERSON

RESPONSIBLE

1. Inquire and fill-out application form

1.1. Check the form and all the information including address, contact number and sketch of location

None 5 minutes

Customer Service Assistant

1.2. Forward and schedule the conduct of inspection to maintenance department

None 3 minutes Customer Service Assistant

1.3. Conduct of inspection and compute cost of materials

None Normal Operation:1-3 working days after the application;

Maintenance Crew

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Disconnection Days: 3-5 days if applied during disconnection days

2. Pay the application fee and cost of materials

2.1. Accept payment and issue Official Receipt (OR)

P2,500.00 (meter size: ½) + Cost of materials

5 minutes Cashier

3. Signing of contract 3.1. Conduct orientation and IRR of the WD


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2. RECONNECTION OF DISCONNECTED LINES



Government to Citizen(G2C)

Who may avail: Concessionaires with Inactive Connection CHECKLIST OF REQUIREMENTS WHERE TO SECURE

None


TIME PERSON

RESPONSIBLE

1. Present old water bill

1.1. Verify for outstanding balances


2. Pay the water bill and other charges

2.1. Accept payment and issue Official Receipt (OR)

5 minutes Cashier

A. RECONNECTION WITHIN 180 DAYS FROM THE DATE OF DISCONNECTION

A1. Equipped with MAGNETIC LOCK VALVE

Amount of Water Bill + P50.00 Reconnection Fee

A2. Not equipped with MAGNETIC LOCK VALVE

Amount of Water Bill + P400.00 Reconnection fee + P50.00 Inspection fee

B. RECONNECTION WITHIN 181-365 DAYS FROM THE DATE OF DISCONNECTION

B1. Equipped with MAGNETIC LOCK VALVE

Amount of Water Bill + P100.00

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Reconnection Fee + P 50.00 Inspection Fee

B2. Not equipped with MAGNETIC LOCK VALVE

Amount of Water Bill + P 500.00 Reconnection fee + P 50.00 Inspection fee

C. RECONNECTION AFTER 365 DAYS FROM THE DATE OF DISCONNECTION

C1. Equipped with MAGNETIC LOCK VALVE

Amount of Water Bill + P500.00 Meter Maintenance Fee + P200.00 Reconnection fee + P50.00 Inspection fee

C2. Not equipped with MAGNETIC LOCK VALVE

Amount of Water Bill + P500.00 Meter Maintenance Fee + P600.00 Reconnection fee + P50.00 Inspection fee

3. Inquire for additional cost of materials

Computation of materials Amount of materials 10 minutes Customer Service Assistant

4. Pay the materials needed for the installation of water meter (If any)

Accept payment and issue Official Receipt (OR)

Amount of materials 5 minutes Cashier

5. Wait for schedule Schedule for reconnection None 3 minutes Maintenance Clerk

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3. PAYMENT OF WATER BILLS



Government to Citizen (G2C)

Who may avail: All Household Owners within the Service Area of Hermosa Water District CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Statement of Account (SOA)

Official Receipts


TIME PERSON

RESPONSIBLE

1. Present water bill (Statement of Account)

Check and verify the Statement of Account

3 minutes Teller/Cashier

2. Pay Accept payment and issue Official Receipt (OR)

Amount of water bill 3 minutes Cashier

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4. REPAIR OF LEAK (Meter/Valve/Meter Stand)




Who may avail: All Concessionaires CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Maintenance Order

Bill of Materials/ Official Receipt


TIME PERSON

RESPONSIBLE

1. Report 1.1. Receive information 5 minutes Customer Service Assistant

1.2. Conduct Investigation/estimate

2 hours Maintenance Crew


Variable 5 minutes Cashier

3. Wait for schedule Schedule for repair 3 minutes Maintenance Clerk

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5. REPAIR OF LEAK (Minor and Major Leak in Mainline)




Who may avail: All Citizen of Hermosa CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Maintenance Order HWD Office


TIME PERSON

RESPONSIBLE


3.2. Conduct Investigation/estimate


2. Pay/Repair 4.1A Accept payment and issue Official Receipt (OR) (If caused by third party) 4.1B Repair

Variable 5 minutes Minor: within 2-4 hours Major: within 24 hours

Cashier

Maintenance Crew

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6. COMPLAINTS ON SUPPLY – HIGH CONSUMPTION




Who may avail: Active/Regular Concessionaires CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Water Bill Receipt

Maintenance Order

CLIENT STEPS AGENCY ACTIONS FEES TO BE

PAID PROCESSING

TIME PERSON

RESPONSIBLE


1.2. Conduct Inspection 2 hours and 35 minutes

Collector/Maintenance

1.3. Repair/change meter if defective

Within 2 hours after inspection

Maintenance Crew

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7. TRANSFER OF LINE/RELOCATION OF WATER METER





Water Bill Receipt

Maintenance Order



TIME PERSON

RESPONSIBLE


1.2. Schedule the inspection/assessment



Variable 5 minutes Cashier

3. Wait for schedule Schedule the transfer /relocation of water meter

5 minutes Maintenance Clerk

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8. REQUEST FOR VOLUNTARY DISCONNECTION





Water Bill Receipt

Maintenance Order, Request for Disconnection



TIME PERSON

RESPONSIBLE

1. Present water bill receipt and request letter for disconnection

Check and verify the records in database

5 Minutes Customer Service Assistance

2. Pay the total balance of Water Bill

Accept payment and issue Official Receipt (OR)

Variable 5 Minutes Cashier

3. Wait for schedule Schedule the disconnection of meter

5 Minutes Maintenance Clerk

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COMMERCIAL SECTION

AND

ADMIN & FINANCE

INTERNAL SERVICES

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1. BILLING PROCESS

Process of billing of water consumption.

Office or Division: Commercial Section Classification: Simple

Type of Transaction:

G2C – Government to Citizen G2B – Government to Business G2G – Government to Government

Who may avail: All HWD concessionaires

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Meter Reading, Billing & Collection System (MRBCS) HWD Office


TIME PERSON

RESPONSIBLE

1. None The Billing Officer will transfer data to MRBCS Gadgets

None 10 minutes Billing Officer

2. None Meter Reader will get the MRBCS Gadgets at HWD Office and conduct meter reading to their scheduled area and distribute the Statement of Account

None 4 hours Meter Reader

3. None Meter Reader will forward the MRBCS Gadgets to Billing Officer

None 3 minutes Meter Reader

4. None Data will be transferred to HWD Billing and Collection System by the Billing Officer The collected data will be committed and posted by the Billing Officer


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TOTAL: None 4 hours and 23 minutes

END OF EMPLOYEE’S TRANSACTION

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2. DISCONNECTION OF DELINQUENT ACCOUNTS

All account balances are considered past due and delinquent after 60 days, from the bill date, and are subject to

having service discontinued.

Office or Division: Commercial Section and Admin & Finance



Who may avail: All HWD concessionaires CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Disconnection List HWD Office


TIME PERSON

RESPONSIBLE

1. None Generate disconnection list from HWD Billing and Collection System and print the list of Delinquent Accounts scheduled


2. None Disconnect water meters from the list of Delinquent Accounts scheduled

None 6 hours/ schedule

Maintenance Crew and

Meter Reader

TOTAL: None 6 hours/ schedule and 10 minutes


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3. ISSUANCE OF MATERIALS AND OFFICE SUPPLIES

Office or Division: Admin & Finance


G2G – Government to Government

Who may avail: All HWD Employees CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Requisition and Issue Slip for materials and office supplies

HWD Office


TIME PERSON

RESPONSIBLE

1. Fill-up Requisition and Issue Slip for materials and office supplies

1.2 Forward to immediate supervisor for approval

Approve and sign the Requisition and Issue Slip

None 10 minutes Immediate Supervisor/Section

Heads

2. Submit to Property/Supply Officer

Accept the Requisition and Issue Slip Check availability of stocks in the stock card Prepare the requested materials/supplies

None 5 minutes Property/Supply Officer

3. None Issuance of materials/supplies None 3 minutes Property/Supply Officer

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4. None Record the issuance to Materials and Supply Inventory and Stock Card

None 3 minutes Property/Supply Officer

TOTAL: None 21 minutes


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4. REPLENISHMENT OF PETTY CASH FUND

Office or Division: Administrative & Finance



Who may avail: Petty Cash Custodian CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Petty Cash Fund (PCF) Voucher HWD Office


TIME PERSON

RESPONSIBLE

1. Petty Cash Custodian will request replenishment of PCF and submit unreplenished PCF vouchers to Accounting Office

Check the completeness and validity of the PCF and supporting documents

None 10 minutes Accountant

2. None Prepare summary of unreplenished PCF, Disbursement Voucher and forward it to Division Manager for checking


3. None Check the disbursement voucher and supporting documents; Forward to Division Manager and General Manager for approval

None 5 minutes Division Manager and General

Manager

4. None Sign the disbursement voucher for release of

None 5 minutes General Manager

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payment. Return documents to Cashier

5. None Prepare check, encash and release the payment for replenishment of PCF.

None 10 minutes Cashier



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5. REIMBURSEMENT OF EXPENSES

Filing of reimbursement of expenses of officers and employees.

Office or Division: Administrative & Finance Classification: Simple


G2B – Government to Business

Who may avail: Disbursing Officers, Employees of Hermosa Water District


Request for Reimbursement Form, Official Receipt HWD Office


TIME PERSON

RESPONSIBLE

1. Fill-up request for reimbursement form attached therein the corresponding official receipt or any proof of expenses incurred and surrender it to the immediate supervisor/section head for approval

Approve and sign the reimbursement form

None 5 minutes Department Head/Immediate

Supervisor

2. Submit the fully accomplished form with supporting documents to Accounting Department

Inspect the reimbursement form and documents attached before approval


3. None Prepare the disbursement voucher and forward it to the HRMO for checking purposes


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4. None Checking of voucher and its supporting documents then forward it to the HRMO for checking purposes

None 5 minutes HRMO

5. None Sign the disbursement voucher for payment releasing then forward the documents to the cashier


6. None Preparation of check and release the payment for reimbursement




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6. PAYMENT OF CASH ADVANCE

Filing of Cash Advance to Disbursing Officers/Employees.




Who may avail: Disbursing Officers, Bonded Public Employees of Hermosa Water District


Request for Cash Advance and Estimate of Expenses to be incurred

Accounting Department


TIME PERSON

RESPONSIBLE

1. Fill-up request for cash advance and attach the estimate of expenses to be incurred as basis for the amount of cash advance. Submit to Department Head/Immediate Supervisor for approval. Submit the accomplished Request Form and supporting documents to

Check the completeness of documents for the approval of Cash Advance


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Accounting Department.



3. None Checking of voucher and its supporting documents then forward to the General Manager for approval

None 5 minutes HRMO



5. None Preparation of check and release the payment for cash advance




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7. PAYMENT OF LONG TERM LOANS

Filing of payment for long term loans.




Who may avail: Hermosa Water District


LWUA Monthly Billing LWUA


TIME PERSON

RESPONSIBLE

1. None Received monthly billing statement of loan from LWUA through mail

None 1 minute Accountant




None 5 minutes HRMO







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8. CHECK DISBURSEMENT PROCESS

Releasing of Approved Check to Suppliers




Who may avail: Business Entry/Hermosa Water District Suppliers


Purchase Request, Purchase Order, Canvass Form/Quotations, Inspection and Acceptance Form, Sales Invoice

Accounting Department


TIME PERSON

RESPONSIBLE

1. None Check the completeness and validity of supporting documents: Purchase Request, Purchase Order, Canvass Form/Quotations, Inspection and acceptance Form, and Sales Invoice





None 5 minutes HRMO



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9. ONLINE PAYMENT OF REMITTANCES ON PAG-IBIG AND PHILHEALTH

Filing of online payment for remittances on Pag-IBIG and PhilHealth.






Schedule of training for the year conducted by different agencies

HWD Office


TIME PERSON

RESPONSIBLE

1. None Update data in the EPRS (PhilHealth)/DBP EGOV system schedule of remittances in Pag-IBIG and PhilHealth

None 1 hour Accountant

2. None Download file from the EPRS/DBP EGOV schedule of remittances


3. None Upload schedule of remittances (Pag-IBIG and PhilHealth) in Bancnet facility


4. None Authorize payment of remittances using Bancnet facility


5. None Approve payment of remittances using Bancnet facility


TOTAL: None 1 hour and 35 minutes


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10. PAYMENT OF GSIS REMITTANCES

Filing of payment for remittances on GSIS






Schedule of Government Remittances (3 pcs., Original)

Administrative & Finance Section


TIME PERSON

RESPONSIBLE

1. None Prepare schedule of GSIS remittances and system generated remittances report from eBCS

None 1 hour Accountant

2. None Accept the attachments; Preparation of Disbursement Voucher; forward the DV and attachments to Corp. Budget Specialist A


3. None Check the data of Disbursement Voucher with the supporting documents and forward to General Manager for approval


4. None Sign the Disbursement Voucher for payment; forward documents to Cashier


5. None Prepare check and release for payment


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6. None Forward the check and Disbursement Voucher to Liaison Officer for payment to GSIS Dinalupihan Branch/Landbank




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11. ONLINE PAYMENT OF BIR REMITTANCES

Filing of online payment for remittances on BIR.




Who may avail: Government Offices


Tax Remittance summary – Alphalist HWD Office – Finance


TIME PERSON

RESPONSIBLE

1. None Receive the Alphalist Verify the amount indicated in the Alphalist with the recorded amount in Ledger


2. None Log in to the Electronic Facility Payment System (EFPS) and encode the information to process the Online remittances


3. None Print the payment Confirmation Slip and validated BIR forms


4. None File documents None 5 minutes Accountant



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12. PREPARATION OF PAYROLL

Preparation of payment for payroll of regular employees.




Who may avail: All HWD Employees


Payroll Schedule Accountant

Pay Slip Cashier


TIME PERSON

RESPONSIBLE

1. None Check all employees’ salaries and deductions


2. None Preparation of General Payroll; forward to HRMO for checking of details


3. None Check the General Payroll and attachments; forward to Accountant for Disbursement Voucher

None 10 minutes HRMO

4. None Preparation of Disbursement Voucher for the General Payroll and check the details; forward to General Manager for approval


5. None Sign the Disbursement Voucher for General Payroll together with attachments; forward to Cashier for check


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6. None Prepare check and release the payment to employees together with the pay slip




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13. PAYMENT OF BOD’s PER DIEM AND ALLOWANCES

Preparation of payment for BOD’s per diem and allowances.




Who may avail: HWD’s Board of Directors


BOD’s Attendance Office of the Recording Secretary


TIME PERSON

RESPONSIBLE

1. Submit the BOD’s Attendance to Accounting Office

Check the completeness and validity of the documents submitted


2. None Preparation of BOD’s per diem and Allowances payroll; forward to HRMO to check


3. None Check the BOD’s per diem and Allowances payroll; forward to Accountant for Disbursement Voucher

None 5 minutes HRMO

4. None Preparation of Disbursement Voucher and check the details; forward to General Manager for approval


5. None Sign the Disbursement Voucher for release of payment to BOD; forward to Cashier for check


6. None Preparation of check and releasing of payment to BOD


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14. PAYMENT OF JOB ORDER EMPLOYEES

Preparation of payment for job order employees.




Who may avail: Employees with Job Order Contract


Attendance Log Sheet and Accomplishment Report Technical Department; Production; Admin and Finance


TIME PERSON

RESPONSIBLE

1. None Submit the weekly accomplishment report and attendance log sheet to Accounting Office

None 5 minutes Supervising Engineer and

Administrative Head

2. None Receive the Accomplishment Report and attendance log sheet Verify the attendance with Biometrics record


3. None Preparation of payroll for Job Order together with the supporting documents; forward to HRMO for checking


4. None Check the payroll and supporting documents; forward to Accounting for Disbursement Voucher

None 5 minutes HRMO

5. None Preparation of Disbursement Voucher for the payment of


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Job Order and check the details; forward to the General Manager for approval

6. None Sign the Disbursement Voucher for the payment of Job Order together with attachments; forward to Cashier for releasing of check.


7. None Prepare check and release the payment to Job Order




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15. PROCUREMENT OF GOODS AND SERVICES

Defines the procurement of products and services of HWD.

Office or Division: Administrative & Finance Classification: Highly-Technical



Who may avail: All business entities


Purchase Request, Request for Quotation Form, Purchase Order, Abstract of Quotations

HWD Office


TIME PERSON

RESPONSIBLE

1. None Receive purchase request form from the requesting personnel

None 2 minutes Procurement Officer

2. None Prepare/Encode specification on RFQ and start canvassing/posting on PhilGEPS

None 3 hours Procurement Officer

3. None Receive quotations, check if the requirements are met and prepare Abstract of Quotations


4. None Prepare Purchase Order Submit to BAC Chairman for review and recommending approval


BAC Chairman

5. None Submit to General Manager for approval


6. None Send/Submit the purchase order to eligible supplier


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TOTAL: None 3 hours and 26 minutes


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16. APPLICATION FOR LEAVE (Leave Form and Compensatory Time-Off)

Employees may file their leave to the Human Resource Officer of the district.




Who may avail: All permanent and casual employees of HWD


Leave of Absence Request Form HWD Office – Admin (HR Officer)

Application for Leave Form (CSC Form No. 6) HWD Office – Admin (HR Officer)

Compensatory Time-Off HWD Office – Admin (HR Officer)


TIME PERSON

RESPONSIBLE

a. Approach the HR Officer and get the Leave of Absence Request Form (LARF)

b. Fill-up the LARF and submit it to the HR Officer

Accept the LARF and prepare the Application for Leave Form (CSC Form No. 6) or Compensatory Time-Off (CTO)

None 10 Minutes Human Resource Management Officer

(HRMO)

17. Check and sign the Application for Leave Form or CTO

Sign and certify the Leave Form or CTO

None 30 seconds HRMO

18. Go to the Immediate Supervisor/Section Head

Approve or disapprove the applied leave. State the reason for disapproval

None 1 minute Supervisor/Section Head

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19. Proceed to the HRMO and submit the duly signed Application for Leave Form

Check the accuracy and completeness of data. Record and update the leave credits on the Leave Card and database

None 5 minutes HRMO

20. None Forward to the General Manager for certification and signature Sign and certify the employee’s Leave Form or CTO Form

None 5 minutes HRMO

General Manager (GM)

21. None Inform concerned employee of approval/disapproval of leave

None 30 seconds HRMO



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17. HIRING OF APPLICANT FOR VACANT POSITION

Interested applicant can apply for any ORIWAD vacant position based on the DBM approved plantilla and subject

to the compliance on the required qualification for the position.

Office or Division: Administrative & Finance

Classification: Complex Type of Transaction:

G2C – Government to Citizen

Who may avail: All Filipino citizens who wish to be part of ORIWAD workforce CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Curriculum Vitae (CV) Applicant


TIME PERSON

RESPONSIBLE

1. Inquire for vacant position

Publication of vacant position for 10 days

None 1 hour HRMO

2. Submit Curriculum Vitae to HR Officer

Receive CV of applicants Assess all the CV submitted Make shortlist of qualified applicants Submit list of applicants to Personnel Selection Board (PSB) Wait for the approval of PSB and scheduled date of panel interview Inform qualified applicant via text

None 4 hours HRMO

PSB Members

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2. Go to HWD office on the scheduled date of interview

Conduct panel interview None 2 hours PSB Members

3. None Conduct PSB deliberation None 1 hour PSB Members

4. None Prepare and submit recommendation to the General Manager

None 30 minutes PSB Members

5. None Select/appoint qualified applicant

None Within 15 working days

General Manager

TOTAL: None 15 days, 8 hours, and 30 minutes


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18. PLACEMENT OF NEWLY HIRED EMPLOYEE

Process of orientation and assigning of duties and responsibilities of the newly hired employee




Who may avail: Newly hired employee


Original copy of NBI Clearance NBI

Original copy of PSA Birth Certificate PSA

Original copy of TOR School where the employee is graduated

Original PSA Marriage Certificate PSA

Medical Certificate Form HWD Office – HR Officer


TIME PERSON

RESPONSIBLE

1. Go to HRMO Prepare checklist of orientation of new employee and needed requirements


2. Submit requirements to HRMO

Receive and check the completeness of document


3. Register fingerprint in the biometric

Register for biometric attendance

None 5 minutes HRMO



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19. REQUEST FOR OFFICIAL DOCUMENTS

HWD employees have the right to request several parts of their personnel file.




Who may avail: All permanent and casual HWD employees


Personnel Record Request Form HWD Officer – HR Officer


TIME PERSON

RESPONSIBLE

1. Go to HR Officer and fill-up the Personnel Record Request Form

Process the employee request

None 1 minute HRMO

2. None Prepare the needed document Forward the requested document to the authorized signatories

None 8 minutes HRMO

Authorized Signatories (Section

Heads/GM)

3. Wait for the release of document

Release the requested document

None 1 minute HRMO



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20. APPLICATION FOR LEAVE CREDITS MONETIZATION

Allows the employees to convert their earned leave credits into a monetary form




Who may avail: All HWD employees who earn leave credits


Personnel Record Request Form HWD Officer – HR Officer


TIME PERSON

RESPONSIBLE

1. Ask leave balance and inform HRMO of the intention to apply for leave monetization

Check leave balance None 1 minute HRMO

2. Fill-up the Request for Leave Credits Monetization Form

Accept, sign and fill-up other details in the lower portion of the Letter for Monetization Prepare and sign the Application for Leave Credits Monetization

None 10 minutes Employee/HRMO

3. Forward the Application for Leave Credits Monetization Form to the General Manager

Approve/disapprove application for leave credits form


4. Return the forms to the HR Officer

File and update leave balance


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4.1 Please allow 1 to 2 days processing of your request

Duly signed Application for Leave Credits Form will be forwarded to the Accounting and Cashier Personnel for the preparation of check voucher and check.

Accounting Clerk and Cashier



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21. TRAINING

Request training for employees relative to the duties they perform.




Who may avail: All HWD employees



HWD Office


TIME PERSON

RESPONSIBLE

1. Request budget Check budget utilization None 10 minutes Finance (Accountant)

2. None Identify invitational trainings, conventions/conference (CSC and LWUA)


3. Recommend employees

Recommendation from Personnel Development Committee (PDC)

None 1 hour PDC

4. None Prepare voucher and check by the Finance Section

None 10 minutes Finance Section (Accountant and

Cashier)

5. Attend seminar/training

Pay the training or seminar fee

None 1 day Cashier

TOTAL: None 1 day, 1 hour, and 30 minutes


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22. CERTIFICATE OF EMPLOYMENT

Request for the Certificate of Employment.




Who may avail: All HWD employees



HWD Office


TIME PERSON

RESPONSIBLE

1. Request Certificate of Employment to the HRMO

Search the record of the requesting employee


2. None Prepare Certificate of Employment of the requesting employee

None 5 minutes HRMO

3. None Validate, approve and release Certificate of Employment

None 2 minutes HRMO/General Manager



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ENGINEERING CONSTRUCTION

AND

WATER QUALITY DIVISION

INTERNAL SERVICES

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1. REQUEST FOR REPAIR OF MAINLINE OR SERVICE LINE LEAKS

Repair of leaks or damage of mainline/service line.

Office or Division: Technical Section Classification: Simple, Complex, Highly Technical



Who may avail: Technical Section


Maintenance Order Request Form HWD Office – Public Assistance and Complaints Desk (PACD)


TIME PERSON

RESPONSIBLE

1. Reported maintenance order thru PACD, phone call and text message

Receive maintenance order from PACD Officer

None 5 minutes Project Planning and Development Officer

2. None Proceed to the working location for inspection of leaks

None 30 minutes – 1 hour (it depends on the location)

Maintenance Crew

3. None The Maintenance Crew will request materials needed for repair of leak then forward to PACD Officer The PACD Officer will process the requested materials for Requisition and Issue Slip (RIS) and forward to Property/Supply Officer I

None 5 minutes 5 minutes

Maintenance Crew

PACD Officer

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4. None The Property/Supply Officer I will issue an RIS for releasing of materials and forward it to Property/Supply Officer II The Maintenance Crew will proceed to warehouse to pick-up the materials The Property/Supply Officer II will release the needed materials for repair leak

None 18 minutes Property/Supply Officer I

Maintenance Crew

Property/Supply Officer II

5. None After completion of work, sign the maintenance order form and return to the Project Planning and Development

Officer for signature and remarks

None 2 minutes Project Planning and Development Officer

TOTAL: None 1 hour and 5 minutes – 1 hour and 35 minutes


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2. DESIGN AND DEVELOPMENT

Establishing Design and Development of various expansion and rehabilitation projects.

Office or Division: Technical Section & Engineering Classification: Highly Technical


G2B – Government to Business G2G – Government to Government

Who may avail: All bidder and contractor of Hermosa Water District


Proposed Program of Work General Manager, Technical Section

Board Resolution Admin and Finance

Bidding Documents (BAC Resolution Contract of Agreement)

Bids and Awards Committee


TIME PERSON

RESPONSIBLE

1. None General Manager and Engineering conducts feasibility study and determines the viability of the proposed project, cost of wise and service wise

None 6 months General Manager / Technical Section

2. None If feasible, General Manager and Engineering prepared detailed engineering design, cost estimates and program of work

None 2-3 days General Manager / Technical Section

3. None Present the proposed program of work to the Accounting Officer for the preparation of budget in a particular project

None 1 day

Accountant

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Prepare materials to be used in project

1 day Procurement and Property Officers

4. None Project is subjected to Bidding Process from posting of the projects in the PhilGEPS up to the award of contract

None 10 days Bids and Awards Committee

5. None The Winning contractor do the job under monitoring and supervision of the General Manager

None Depends on the contract duration

Contractor

TOTAL: None 6 months, 14 days, depends on the contract duration – 6 months, 15 days, depends on the contract duration


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FEEDBACK AND COMPLAINTS MECHANISM How to send feedback Answer the feedback form in front of cashier and put it in the feedback

and complaints drop box; Send your feedback through email at [email protected]; Contact us through call or text at (047) 491 2472 / (047) 633 0362 / +6399 8565 4385; or Talk to our Customer Service Assistant

How feedbacks are processed The Administrative Officer verifies the nature of the queries and feedback within one (1) working day. The same will be referred to the concerned Office via e-mail. Upon receiving the reply from the concerned Office, the citizen or client will be informed via e-mail or phone call. For follow-ups or queries, the contact information are as follows: (047) 491 2472 / (047) 633 0362 / +6399 8565 4385 [email protected]

How to file a complaint To file a complaint against the Authority, provide the following details via e-mail:

- Full name and contact information of the complainant - Narrative of the complain - Evidences - Name of the person being complained

Send all complaints against the Authority to [email protected] For follow-ups or queries, the contact information are as follows: (047) 491 2472 / (047) 633 0362 / +6399 8565 4385

How complaints are processed All complaints received against the Authority will be processed by HWD Division Manager

mailto:[email protected]

HERMOSA WATER DISTRICT

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