Citizen's Charter

BALANGA WATER DISTRICT

CITIZENS CHARTER

2020 (1ST Edition)

I. Mandate:
The Balanga Water District is mandated under PD 198 or the “Provincial Water Utilities Act of 1973”, known and referred to as the “Local Water District Law.”

II. Vision:
By 2025, the BLWD aims to provide potable water and environmentally compliant waste water collection, treatment and disposal facilities available to the residents of Balanga City and nearby Municipalities.

III. Mission:
We provide potable water, and environmentally compliant waste water treatment facilities made affordable through efficient operation and excellent service.

IV. Service Pledge:
We, the officials and employees of the Balanga Water District commit ourselves to provide potable and adequate water supply and waste water treatment facilities to every resident of the community at the least possible cost.

BLWD-CITIZENS-CHARTER-2020-UPDATED.pdf#page=1&view=FitH

External Services

1. INQUIRY PROCEDURE - NEW CONNECTION

Filing of application for new connection of water service.


Office or Division:		Commercial Service Division, Construction and Maintenance Division
Classification:		Simple
Type of Transaction:		G2C – Government to Citizen, G2B – Government to Business, G2G – Government to Government
Who may avail?		Residents, Businesses and Government Offices within Balanga Water District’s area of authority.
CHECKLIST OF REQUIREMENTS			WHERE TO SECURE
1. Application for Water Service Connection Form (1pc., Original)			Balanga Water District Office
2. Payment			Concessionaire
CLIENT STEPS	AGENCY ACTIONS		FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Go to BLWD Office and approach the Customer Service to inquire for new connection.	1. The Customer Service Officer interview the customer to determine the location for installation. If the location is not covered by the current serviced areas, then the Customer Service Officer informs the customer of the situation and the procedure ends. If The location is covered, an application form is given by the Customer Service Officer for the customer to fill-up		None	5 minutes	Customer Service Officer
2. Fill up the application form and Inspection Report form.	2. The Customer Service Officer give the Application and Inspection Report Form to the client indicating the following: 1. Applicant’s Name 2. Address 3. Contact Number 4. Sketch of the location		None	10 minutes	Customer Service Officer
3. Pay the application fee.	3. Accept payment and issue official receipt indicating the paid amount. The transaction details are then copied onto the accomplished application form.		PHP50.00	5 minutes	Customer Service Officer
4. None	4. The Customer Service Officer logs the transaction in the New Connection Logbook (noting the following: a. Customer Name b. Date of Issuance of New Application c. Location		None	5 minutes	Customer Service Officer
5. None	5. The Customer Service Officer forward the accomplished application form to the Construction and Maintenance Division for site inspection and estimate.		None	5 minutes	Customer Service Officer / Construction and Maintenance Division
Total:			PHP50.00	30 minutes

2. INQUIRY PROCEDURE – SENIOR CITIZEN DISCOUNT

Application for Senior Citizen Discount

Office or Division:	Customer Services Division
Classification:	Simple
Type of Transaction:	G2C – Government to Citizen, G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Senior Citizen ID (1pc., Original)		Concessionaire
2. Senior Citizen Form (1pc., Original)		Balanga Water District Office
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Go to BLWD Office and approach the Customer Service to inquire for new connection.	1. The Customer Service Officer interview the client and ask for the requirements.	None	5 minutes	Customer Service Officer
2. Fill up the Senior Citizen Application Form.	2. The Customer Service Officer give the Senior Citizen Application Form to the client indicating the follow: 1. Applicant’s Name 2. Address 3. Contact Number 4. Senior Citizen ID No.	None	10 minutes	Customer Service Officer
3. None	3. The Customer Service Officer will encode the details in the computer.	None	5 minutes	Customer Service Officer
4. None	4. The Customer Service Officer logs the transaction in the Senior Citizen Logbook noting the following: 1. Customer Name 2. Account Number 3. Date	None	5 minutes	Customer Service Officer
Total:		None	25 minutes

3. REQUEST PROCEDURE – NEW CONNECTION

Submission of requirements for New Connection of Water Service.

Office or Division:	Customer Services Division
Classification:	Complex
Type of Transaction:	G2C – Government to Citizen, G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Proof of Ownership (Title/Rights/Tax Declaration) or Barangay Certificate of Residency (1pc., Original)		Concessionaires
2. Valid ID (1pc., Photocopy Or Original)		Concessionaires
3. Lease of Contract (for Commercial Classification) (1pc., Original)		Concessionaires
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Submit all the requirements to the Customer Service Officer.	1. Gather all the requirements of the client for new connection.	None	5 minutes	Customer Service Officer
2. Pay the Connection Fee	2. Accept Payment and Issue Official Receipts.	Service Fee = PHP400.00 Maintenance Fee = PHP1,000.00 Tapping Fee = PHP550.00 Materials(Plastic Wedge S. Clamp 2×3/4 = PHP211.25, Plastic male Adapter ¾ ISO 2pcs. = PHP91.00, GI Elbow ¾ = PHP26.00, GI Elbow ½ = PHP16.90, Brass Water Meter ½ = PHP1000.00, HD P.E Pipe ISO ¾ = PHP35.18, GI Nipple ¾ x12 = PHP66.00, Teflon ¾ 2pcs. = PHP57.20, GI ST. Elbow ¾ = PHP 29.90, Brass Ball Valve ¾ = PHP495.60 )	5 minutes	Customer Service Officer
3. None	3. The Customer Service Officer serve the Service Contract and Memorandum Receipt for Water Meter	None	10 minutes	Customer Service Officer
4. None	4. The Customer Service Officer accomplish Requisition Slip and Maintenance Order.	None	5 minutes	Customer Service Officer
5. None	5. The Customer Service Officer logs the transaction in the Maintenance Order Logbook noting the following: 1. Customer Name 2. MO Number 3. Account Number	None	5 minutes	Customer Service Officer
6. None	6. The Customer Service Officer forwarded the Maintenance Order to the Construction and Maintenance Head.	None	5 minutes	Customer Service Officer / Construction and Maintenance Head
Total:		PHP3999.03	35 minutes

4. REQUEST PROCEDURE – CHANGE NAME

Requesting for change name of concessionaire.

Office or Division:	Customer Services Division
Classification:	Simple
Type of Transaction:	G2C – Government to Citizen, G2B – Government to Business, G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Proof of Ownership (Title/Rights/Tax Declaration) or Deed of Absolute Sale (1pc., Original)		Concessionaire
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Go to BLWD Office and approach the Customer Service Officer.	1. Customer Service Officer interview and give the requirements for change name.	None	5 minutes	Customer Service Officer
2. None	2. The Customer Service Officer Accomplished Maintenance Order and post in the computer for change name.	None	5 minutes	Customer Service Officer
3. None	3. The Customer Service Officer logs the transaction in the Maintenance Order Logbook noting the following: a. Customer Name b. MO Number c. Account Number	None	5 minutes	Customer Service Officer
Total:		None	15 minutes

5. REQUEST PROCEDURE - RECONNECTION

Requesting for reconnection of water service.

Office or Division:	Customer Services Division
Classification:	Simple
Type of Transaction:	G2C – Government to Citizen, G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Water Bill Notice (1pc., Original)		Concessionaire
2. Payment		Concessionaire
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Go to BLWD Office and approach the Customer Service Officer for request of reconnection.	1. Interview the client for their request of reconnection water service.	None	5 minutes	Customer Service Officer
2. Pay the Water Bill and reconnection fee to the Customer Service Officer or Office Collector	2. Accept water bill payment and reconnection fee and issue an Official Receipt	Unpaid Water Bill(if any) and Reconnection Fee (PHP100.00)	5 minutes	Customer Service Officer / Office Collector
3. None	3. The Customer Service Officer accomplish Maintenance Order Form	None	5 minutes	Customer Service Officer
4. None	4. The Customer Service Officer logs the transaction in the Maintenance Order Logbook noting the following: a. Customer Name b. MO Number c. Account Number	None	5 minutes	Customer Service Officer
5. None	5. The Customer Service Officer forwarded the Maintenance Order to Construction and Maintenance Division Head.	None	5 minutes	Customer Service Officer / Construction and Maintenance Division Head
Total:		Unpaid Water Bill (if any) + PHP100.00	25 minutes

6. REQUEST PROCEDURE - DISCONNECTION

Request procedure for disconnection of water service.

Office or Division:	Customer Services Division
Classification:	Simple
Type of Transaction:	G2C – Government to Citizen, G2B – Government to Business, G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Water Bill Notice (1pc., Original)		Concessionaire
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Go to BLWD Office and approach the Customer Service Officer for request of disconnection.	1. Interview the client for their request of disconnection of water service.	None	5 minutes	Customer Service Officer
2. Pay Water bill (if any) to the Customer Service Officer or Office Collector.	2. Accept payment and issue an Official Receipt	Unpaid Water Bill (if any)	5 minutes	Customer Service Officer / Office Collector
3. None	3. The Customer Service Officer accomplish the Maintenance Order Form.	None	5 minutes	Customer Service Officer
4. None	4. The Customer Service Officer logs the transaction in the Maintenance Order Logbook noting the following: a. Customer Name b. MO Number c. Account Number	None	5 minutes	Customer Service Officer
5. None	5. The Customer Service Officer forwarded the Maintenance Order to Construction and Maintenance Division Head.	None	5 minutes	Customer Service Officer / Construction and Maintenance Division Head
Total:		Unpaid Water Bill (if any)	25 minutes

7. OFFICE COLLECTION PROCEDURE

Process of office collection.

Office or Division:		Customer Services Division
Classification:		Simple
Type of Transaction:		G2C – Government to Citizen G2B – Government to Business G2G – Government to Government
Who may avail?		Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS			WHERE TO SECURE
1. Water Bill Notice (1pc., Original)			Concessionaire
2. Payment			Concessionaire
CLIENT STEPS	AGENCY ACTIONS		FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Go to BLWD Office and approach the PACD or Customer Service Officer for queuing number	1. The PACD or Customer Service Officer give the number to the client		None	5 minutes	PACD / Customer Service Officer
2. Wait for your number to be called by the teller.	2. Call the number of the client for payment of water bill.		None	10 minutes	Office Collector / Teller
3. Give the water bill notice to the teller	3. The teller will search for the account. If not possible, the teller will search the account based on the given account number or account name.		None	5 minutes	Office Collector / Teller
4. Pay the amount in the water bill	4. Accept payment. If payment is in the mode of cash, take the amount of the billed consumption and give the change based on the given amount of cash. Or if the payment is in the mode Check, do the following: a. Check the name/payee b. Check the date c. Check the amount in word & amount in figures. d. Check the signature e. Indicate the contact number None f. Indicate the account name g. Indicate the account number		Water Bill	5 minutes	Office Collector / Teller
5. None	5. Issue the Generated Official Receipt to the client and keep the duplicate copy for the remittance procedure.		None	3 minutes	Office Collector / Teller
6. None	6. The office Collector / teller remit all the collection for the day to the Office Cashier including the OR Duplicate, Daily Collection Report, Cash and Checks.		None	10 minutes	Office Collector / Teller/ Cashier
Total:			Water Bill	38 minutes

Water Rates
Classification	Min. Charge	11-20 cu.m	21-30 cu.m	31-40 cu.m	41-50 cu.m	Over 50 cu.m
Residential	150.00	16.50	18.25	20.25	22.50	25.00
Comm./Ind’l	300.00	33.00	36.50	40.50	45.00	50.00
Commercial A	262.50	28.85	31.90	35.40	39.35	43.75
Commercial B	225.00	24.75	27.35	30.35	33.75	37.50
Wholesale / Bulk	450.00	19.50	54.75	60.75	67.50	75.00

Sample:

Classification: Residential

Consumption: 53 cu.m.

Computation:

Bill Amount = Minimum + ((11 to 20 Usage) * 16.50) + ((21 to 30 Usage) * 18.25) + ((31 to 40 Usage) * 20.25) +

( (41 to 50 Usage) * 22.50) + ((Over 50 Usage) * 25.00)

Php 1,000.00=150 + ((10) * 16.50) + ((10) * 18.25) + ((10) * 20.25) + ( (10) * 22.50) + ((3) * 25.00)

8. CUSTOMER SATISFACTION SURVEY PROCEDURE

Process of customer satisfaction survey to monitor the quality of customer service render.

Office or Division:	Customer Services Division
Classification:	Complex
Type of Transaction:	G2C – Government to Citizen G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Customer Satisfaction Survey Form (1pc., Original)		Balanga Water District Office
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Go to BLWD Office and approach the Customer Service Officer for customer satisfaction survey	1. The Customer Service Officer will interview the client.	None	5 minutes	Customer Service Officer
2. Fill-up the Customer Survey Form	2. The Customer Service Officer will give the client a Customer Survey Form to be fill-up and accomplish.	None	10 minutes	Customer Service Officer
Total:		None	15 minutes

9. HANDLING OF CUSTOMER REQUEST / COMPLAINT PROCEDURE

Process to handle customer request / complaint to provide customer satisfaction.

Office or Division:	Customer Services Division
Classification:	Complex
Type of Transaction:	G2C – Government to Citizen G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
None
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Go to BLWD office and approach the PACD Officer about your complaints.	1. The PACD Officer will interview the client for their complaint. An assessment will be made if the complaint needs action from the customer servicing division or if it’s a special case this will be endorsed to the concern division.	None	5 minutes	PACD Officer / Customer Service Officer
2. Enumerate your complaints to the Customer Service Officer.	2. The Customer Service Officer will identify the nature of request. The following request requires payment of fees prior to issuance of Maintenance Order: a. Transfer of Source b. Replacement of defective materials c. Disconnection d. Re tapping Request not requiring payment (M.O): a. Leak before the meter. b. Repair service line and main line of BLWD. c. Disconnection d. Meter Calibration e. Mainline Leak Prepare and print Maintenance Order for appropriate action. Facilitate the signing of issued M.O from the customer.	None	15 minutes	Customer Service Officer
3. None	3. Record M.O. to Logbook and forward the M.O. together with the M.O. logbook to be received by the concerned division.	None	5 minutes	Customer Service Officer
Total:		None	25 minutes

10. REFUND OF PAYMENT

The process to be able to cater customer with refund of their over payment of water bill and/or unused materials.

Office or Division:	Customer Service Division
Classification:	Complex
Type of Transaction:	G2C – Government to Citizen G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Proof of payment (1pc., Original)		Concessionaire
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Go to the BLWD office and approach the PACD Officer / Customer Service Officer.	1. Received request for refund	None	5 minutes	Customer Service Officer
2. None	2. Validate request for adjustment and the documents submitted if necessary supporting documents are complete.	None	15 minutes	Customer Service Officer
3. None	3. Forward request to Finance Department	None	5 minutes	Customer Service Officer
Total:		None	25 minutes

Internal Services

11. BILLING PROCEDURE

Process of billing of water consumption.

Office or Division:	Customer Services Division
Classification:	Complex
Type of Transaction:	G2C – Government to Citizen G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
None
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. None	1. The encoder will print reading form list of all zones	None	1 day	Data Encoder
2. None	2. Meter Reader will get the reading form list at the office and proceed to field for meter reading	None	1 day	Meter Reader
3. None	3. Meter Reader will review all the readings at the reading form list and submit to the encoder.	None	1 hour	Meter Reader
4. None	4. The encoder will post the reading to the computer. Encoder will print proof list to check the abnormal consumption and report to Customer Service Assistant.	None	1 hour	Data Encoder / Meter Reader
5. None	5. The encoder print water bill notice. After printing meter reader will sort, segregate and label water bill notice with arrears, FOR DISCONNECTION.	None	1 hour	Data Encoder / Meter Reader
6. None	6. Meter reader will proceed to field distribution of Water Bill Notice.	None	1 day	Meter Reader
Total:		None	3 days and 3 hours

12. DISCONNECTION ON DELINQUENT ACCOUNT PROCEDURE

The process to be able to achieve target revenue every month to pursuit of delinquent accounts.

Office or Division:	Customer Services Division
Classification:	Complex
Type of Transaction:	G2C – Government to Citizen G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
None
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. None	1. Generate disconnection list from MRBCMS server and print the same after reading period.	None	1 hour	Customer Service Officer
2. None	2. Print disconnection notice and deliver to the customer.	None	1 hour	Meter Reader
3. None	3. Check individual account for payments. Check the promissory note list, verify date committed for payment.	None	1 hour	Customer Service Officer / Meter Reader
4. None	4. Prepare Maintenance Order for the Disconnection Team. Disconnect water meter/s from the delinquent accounts.	None	10 minutes	Customer Service Officer / Construction and Maintenance Division
5. None	5. Forwards disconnected water meter to the store keeper.	None	5 minutes	Construction and Maintenance Division / Storekeeper
Total:		None	3 hours and 15 minutes

13. BILLING ADJUSTMENT PROCEDURE

The process to be able to cater customer with adjustment in their water bill and ensure that adjustments are in accordance with the BLWD Utility Rules and Regulations.

Office or Division:	Customer Service Division
Classification:	Simple
Type of Transaction:	G2C – Government to Citizen G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Water Bill Notice (1pc., Original)		Concessionaire
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Go to the BLWD and approach the PACD Officer / Customer Service Officer.	1. Received request for billing adjustment.	None	5 minutes	Customer Service Officer
2. Submit all necessary documents	2. Validate request for adjustment and the documents submitted if necessary supporting documents are complete.	None	15 minutes	Customer Service Officer
3. None	3. If not complete, determine lacking documents to concerned division. If complete, post adjustment to MRBCMS server. Ensure that the data entered in customer’s ledger are accurate and with correct accounting entries.	None	10 minutes	Customer Service Officer
4. None	Printing of billing adjustment Memo, Debit, Credit Memo to be approved by the signing manager.	None	5 minutes	Customer Service Officer
5. None	Review and consolidate all adjustment made within the month. Submit to Finance Department.	None	5 minutes	Customer Service Officer
Total:		None	40 minutes

14. COLLECTION ADJUSTMENT PROCEDURE

The process to be able to cater customer with adjustment in their accounts and ensure that adjustments are in accordance with the BLWD Utility Rules and Regulations.

Office or Division:	Customer Service Division
Classification:	Simple
Type of Transaction:	G2C – Government to Citizen G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Water Bill Receipt (1pc., Original)		Concessionaire
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Go to the BLWD and approach the PACD Officer / Customer Service Officer.	1. Received request for collection adjustment.	None	5 minutes	Customer Service Officer
2. Submit all necessary documents	2. Validate request for transferring of payments and documents submitted if necessary supporting documents are complete.	None	15 minutes	Customer Service Officer
3. None	3. If complete, post collection adjustment to MRBCMS server. Ensure that the data entered in customer’s ledger are accurate and with correct entries.	None	10 minutes	Customer Service Officer
4. None	Printing of collection adjustment Memo to be approved by the signing manager.	None	5 minutes	Customer Service Officer
Total:		None	35 minutes

15. BILLING WITH PDA DEVICES PROCEDURE

The process to be able to billed 100% active concessionaire within the month.

Office or Division:	Customer Service Division
Classification:	Complex
Type of Transaction:	G2C – Government to Citizen G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
None
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. None	1. Preparation of monthly reading schedule as basis for meter reading schedule (Data includes reading date, Due date and disconnection date).	None	1 hour	Customer Service Division
2. None	2. Downloading of billing data from MRBCMS server to PDA device. Endure accurate and complete uploading of billing data to meter readers individual assignment.	None	30 minutes	Meter Reader
3. None	3. Performs meter readings and inputs to the PDA device the reading made, prints the water bill notice and delivers the same based on the assigned zone and book.	None	1 day	Meter Reader
4. None	4. Hand over their PDA device at the end of the day for the downloading of data from PDA device to MRBCMS server.	None	1 hour	Meter Reader
5. None	5. If there are some connections not read within that scheduled day then they will perform reading.	None	1 day	Meter Reader
6. None	6. Perform meter reading and bill tending to those unbilled connection.	None	1 day	Meter Reader
7. None	7. Hand over their PDA device for the uploading of late billing data from PDA device to MRBCMS.	None	1 hour	Meter Reader
8. None	8. Post meter reading and billing to individual customer’s ledger at the billing system and the collection section can already start collecting accounts as billed using the online MRBCMS.	None	1 hour	Meter Reader
9. None	9. Printing of daily billing summary reports by zone per books.	None	30 minutes	Customer Service Officer
10. None	10. Check and review the Daily billing summary and consolidated by zone for the month report. Submit to Finance Department	None	1 hour	Customer Service Officer
Total:		None	3 days and 6 hours

16. PAYMENT PARTNERS CONSOLIDATE REPORT PROCEDURE

Process on payment partners consolidated report.

Office or Division:	Customer Service Division
Classification:	Simple
Type of Transaction:	G2C – Government to Citizen G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
1. Daily Collection Summary Report (4pcs., Original)		Payment Partners
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. None	1. Receive daily collection report.	None	10 minutes	Customer Service Officer
2. None	2. Validate the document submitted.	None	10 minutes	Customer Service Officer
3. None	3. Generate daily collection summary from MRBCMS.	None	10 minutes	Customer Service Officer
4. None	4. Review and consolidate daily collection report and daily collection summary.	None	10 minutes	Customer Service Officer
5. None	5. Submit the daily collection report and daily collection summary to Finance Department	None	5 minutes	Customer Service Officer
Total:		None	45 minutes

17. DEMAND LETTER PROCEDURE

Process on sending of demand letters to inactive accounts.

Office or Division:	Customer Service Division
Classification:	Complex
Type of Transaction:	G2C – Government to Citizen G2B – Government to Business G2G – Government to Government
Who may avail?	Balanga Water District Concessionaire
CHECKLIST OF REQUIREMENTS		WHERE TO SECURE
None
CLIENT STEPS	AGENCY ACTIONS	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. None	1. Generate disconnected list from MRBCMS.	None	10 minutes	Customer Service Officer
2. None	2. Identify accounts disconnected for six (6) months and above.	None	10 minutes	Customer Service Officer
3. None	3. Prepare and deliver demand letter No. 1.	None	10 minutes	Customer Service Officer
4. None	4. Prepare summary of delivered demand letter no. 1 and remarks.	None	10 minutes	Customer Service Officer / Meter Reader
5. None	5. Monitor / check disconnected list. For non-compliant, generate and deliver demand letter no. 2.	None	10 minutes	Customer Service Officer / Meter Reader
6. None	6. Prepare summary of delivered demand letter no. 2 and remarks.	None	10 minutes	Customer Service Officer
7. None	7. Monitor / check disconnected list. For non-compliant, generate and deliver demand letter no. 3.	None	10 minutes	Customer Service Officer / Meter Reader
8. None	8. Prepare summary of delivered demand letter no. 3 and remarks.	None	10 minutes	Customer Service Officer
9. None	9. Submit accomplishment Report to Commercial Division Manager.	None	10 minutes	Customer Service Officer
Total:		None	1 hour and 30 minutes