Cabanatuan City Water District CCWD

List of Frontline Services

We, at Cabanatuan City Water District, are committed to provide our customers with safe, potable water that conforms to existing standards of the Philippine National Standards for Drinking Water (PNSDW).

We shall comply with all statutory and regulatory requirements in the course of conducting our business.

We shall endeavour to:

provide fast and efficient billing and collection services to our customers through an enhanced electronic billing and collection system
install new service connections within our set standards
promptly attend to requests for reconnection of our water service
give priority to feedback and concerns

We shall strive to exceed customer expectations by keeping in stride with the latest in technology to improve our water quality, pressure and availability and to increase our efficiency in handling customer concerns.

TYPE OF FRONTLINE SERVICE	FORMS	PROCESSING TIME per TRANSACTION (under normal circumstances)	SERVICE PROVIDER
Processing of New Service Application (Single)	Service Application Form Water Service Contract Promissory Note (if required)	Within 13 working days (10 m pipe, w/o boring or concrete breaking)	Sr. Draftsman CSA-New Connection CCWD-Sanciangco
Reopening of Closed Connection S-Locked)	Maintenance Order	Within 8 working hours from payment of arrears	CSA-Reopening Water Maintenance Man
Collection of Payments	Water Bill / Official Receipt	Within 2 minutes from presentation of bill	Customer Service Assistant (Collector)

Processing of New Service Application (Single)

Schedule of availability of service : 8:00 AM - 5:00 PM with noon break

Who may avail of the services : All qualified residents of Cabanatuan

What are the requirements :

Fully accomplished Service Application Form (FCOM01-00).
Photocopy of valid ID (company ID, driver's license, passport, postal ID, voter's ID, PRC, brgy. clearance, NBI clearance
Community Tax Certificate (current)
Authorization letter from lot/building owner (if applicant is a tenant)

How to avail of the service :

STEP	APPLICANT / CLIENT	SERVICE PROVIDER	DURATION OF ACTIVITY (under normal circumstances)	PERSON IN CHARGE	FORM
1	Go to Sr. Draftsman, provide information on house location, type of ownership, type of establishment and other pertinent information	Conduct interview and verification on applicant If applicant has no arrears with CCWD, procees to Step 2 else, proceeed to CSA-Reopening	10 minutes	Sr. Draftsman
2	Fill-out the Service Application Form, and submit photocopy of ID and current Community Tax Certificate and authorization if available, otherwise submit on the 5th working day	Give application form abd checklist of requirements Make an estimate if location falls within CCWD's service area coverage Advise the customer that survey and cost estimate will take 5 working days to complete. ("Please come back on ______.")	10 minutes	Sr. Draftsman	FCOM01-00
3	Return on the agreed date	Give cost estimate Advise the applicant to proceed to the CSA-New Connection for processing of application and payment of installation cost		Sr. Draftsman
4	Submit to CSA-New Connection the filled-up service application Read the Water Service Contract	Process the application form Explain the water service contract, if necessary provide the customer with a copy and Orient on CCWD services.	20 minutes	CSA-New Connection	Water Service Contract
5	Pay to the CSA Connection	Receive payment and issue O.R. Advise the applicant of the installation date of the water service connection	2 minutes	CSA - New
		Install water service connection within 8 working days	8 working days	Water Maintenance Man
6	Acknowledge completion of work				Construction Order

Process flow - Processing Of New Service Application (Single)

APPLICANT	SR. DRAFTSMAN	CSA - NEW CONNECTION	DURATION

Reopening of Closed Connection (S-Locked)

Schedule of availability of service : 8:00 AM - 5:00 PM without noon break

Who may avail of the service : Concessionaires whose accounts have been temporarily closed

water bill or name of concessionaire

How to avail of the service :

STEP	APPLICANT / CLIENT	SERVICE PROVIDER	DURATION OF ACTIVITY (under normal circumstances)	PERSON IN CHARGE	FORM
1	Go to CSA-Reopening and present water bill.	Request the customer for water bill. If not available get the account name or account ID.	5 minutes	CSA-Reopening
		Verify customer account and post the applicable charges Informs the customer of the total charges.	5 minutes	CSA-Reopening	FCOM01-00
2	Pay to the CSA-Reopening	Process payment and issue O.R. Advise the applicant of the processing time of the service reconnection. S-Lock - within 8 working hours (wh) Permanent/Plug - within 8 working days (wd) Prepare maintenance order and forward to concerned division Re-connect water service connection	5 minutes s-lock : w/in 8 wh permanent / plug : w/in 8 wd	CSA-Reopening Water Maintenance Man	Maintenance Order
3	Acknowledge completion of work				Maintenance Order

Process flow - Reopening of Closed Connections (S-Locked)

CONCESSIONAIRE	SERVICE PROVIDER	DURATION

Collection of Payments

Schedule of availability of service : Monday - Friday (8:00 am to 5:00 pm without noon break) Saturday (8:00 am to 12:00 nn)

Who may avail of the service : All concessionaires and/or their authorized representative

What are the requirements : water bill

Duration : within 2 minutes from presentation of water bill

How to avail of the service :

STEP	APPLICANT / CLIENT	SERVICE PROVIDER	DURATION OF ACTIVITY (under normal circumstances)	PERSON IN CHARGE
1	Get number from queuing machine and go to Collector window
2	Present water bill or provide account information
		Get bill and verify account	1 minute	Collector
		Inform concessionaire of outstanding balance
3	Clarify bill prior to payment
		Explain charges when asked		Collector
4	Pay water bill	Receive payment		Collector
		Sign and issue official receipt	1 minute	Collector
		Count and give change		Collector
5	Count change before leaving

Process flow - Collection of Payments

CONCESSIONAIRE	SERVICE PROVIDER	DURATION