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REPUBLIC OF THE PHILIPPINES
BASISTA WATER DISTRICT
Palma, Basista, Pangasinan *Tel. No. 505-2279

A GOVERNMENT OWNED AND CONTROLLED CORPORATION UNDER SUPERVISION BY:
LOCAL WATER UTILITIES ADMINISTRATION

BASISTA WATER DISTRICT

CITIZEN’S CHARTER

MISSION & VISION:

The mission and vision of the Basista Water District is to attain a sustainable development of our water resources for the benefit of the present generation and generations of our people to come. A public utility that shall involve our Mother Agency, the Local Water Utilities Administration (LWUA) and an efficient officials and employees of our District with the primary consideration of maximizing the utilization of all available resources in order to deliver water safe for drinking, adequate and affordable in every home and in any part of the Municipality of Basista.

BRIEF AGENCY BACKGROUND:

The Basista Water District was issued Certificate of Conformance No. 544 on February 7, 1995 and started its operation on October 18, 2001. Since the Basista Water District in its infancy stage of operation has limited technical capabilities and resources to pursue development and operations of water supply system, the scope of service is only limited as to the present to five (5) barangays instead of the thirteen barangays of the Municipality of Basista. It is categorized by the Local Water Utilities Administration as a Small Water District consisting of the basic organizational unit, the Office of the Board of Directors and the Office of the General Manager with no Functional Grouping,Division or Unit, instead positions are straight listing only.

SCOPE OF SERVICE LINE:

                                        Zone I                                                                        Zone II

            1.Barangay Poblacion                       3. Barangay Navatat                                            5.Barangay Dumpay

                     A.G. FRIAS Street                             Padre Domingo, Navatat                                     Don Rosendo

Buenaventura Street                          Gomez Street, Navatat                                          Dumpay Uno

                    Clemencia Street                                C.P. Garcia Street                                                Dumpay West

                    Ocho De Mayo Street                         Senco De Sept.                                                     Magsaysay, Dumpay

                    Quezon Boulevard Street              4. Barangay Palma                                                   Maligaya

                    Magsaysay Avenue Street               Zamora, Palma                                                     Paraiso

                     Zamora, Pob.                                      G. H. Del Pilar                                                     School Side
           2. Barangay Osmena                          Magasaysay Ave.,Palma                                     6.Anambongan

ORGANIZATIONAL UNIT:

Office of the Board of Directors

SATURNINA M. CAGUNOT                                               Chairman
AVELINA S. RESULTAY                                                       Vice-Chairman
MA. TERESA F. RAMOS                                             Secretary
EVELYN V. LADERA                                                             Member
ERNESTO B.VINOYA                                                            Member

Office of the General Manager

GUALBERTO F. SEGUIN, JR.                           General Manager

CARISSA F. UBANDO                                         Admin./Gen. Services Officer A/HRMO Designate

VIRGINIA S. FERRER                                        Computer Operator (Cash-Collecting Officer Designate)

SERVILLANO S. SEGUIN                                  Water Maintenance Man B (Property Custodian Designate)

ALBINO B. PIANO                                               Water Resources & Facilities Operator B

KENNETH O. LAROCO                                      Utility Worker A

GEORGE S. SISON                                               Utility Worker B

ESTELA L. BAUZON                                           Administrative Aide (Casual Employee)

EDWIN V. BUSTARDE                                         Administrative Aide (Casual Employee)

ALEXIS A. DE GUZMAN                                     Administrative Aide (Casual Employee)

ALFRED B. BUSTARDE                                       Administrative Aide (Casual Employee)

REPUBLIC OF THE PHILIPPINES

BASISTA WATER DISTRICT

Palma, Basista, Pangasinan *Tel. No. 505-2279

A GOVERNMENT OWNED AND CONTROLLED CORPORATION UNDER SUPERVISION BY:

LOCAL WATER UTILITIES ADMINISTRATION

Office Order No. 01 s. 2008

DESIGNATING THE CITIZEN’S CHARTER IMPLEMENTATION TEAM (CCIT)

Pursuant to R.A. No. 9485 known as the Anti-Red Tape Act, requiring all government agencies including departments, bureaus, offices, instrumentalities, or government-owned and controlled corporations, or local governments or district units that provide frontline services to set up their respective Citizen’s Charter, the CCIT is hereby created.

        I.      Functions of the CCIT. To promote transparency, accountability, and ensure efficient and effective service     delivery, the   Basista Water District is creating the Citizen’s Charter Implementation Team (CCIT) to perform     the following functions:

                           ·        Formulate an implementation plan for the Citizen’s Charter;
                         ·        Promote and popularize the Citizen’s Charter;
                               ·        Ensure regular training of frontliners and other personnel;
                         ·        Monitor compliance to service standards of frontliners and employees;

                           ·        Formulate an incentive system to performing frontliners and personnel in coordination with the Human   Resource Development Office;
                                 ·        Ensure appropriate and timely response to complaints;

                         ·        Conduct periodic systems review to further improve the delivery of services;
                         ·        Evaluate results of Citizen’s Charter implementation ; and
                         ·        Revise and update the Citizen’s Charter every (2) years;

II.             Composition. The CCIT shall be headed by a Team Leader and assisted by a Deputy Team Leader in the performance of aforementioned tasks and functions together with the members. The CCIT of the Basista Water District are as follows:

Gualberto F. Seguin, Jr.                    Team Leader
               Carissa F. Ubando                              Deputy Team Leader

                                                        Member
                Virginia S. Ferrer                              Estela L. Bauzon
                Servillano S. Seguin                          Alexis A. de Guzman
                Albino B. Piano                                 Edwin V. Bustarde
                Kenneth O. Laroco                           George S. Sison

                         This Office Order shall remain effective and enforceable unless rescinded by the undersigned.

                          GUALBERTO F. SEGUIN, JR
                          General Manager

PLEDGE OF COMMITMENT:

We, the employees & officials of the Basista Water District, having sworn to deliver the services to the concessionaires, do hereby reaffirm our commitment to serve the public professionally, efficiently, courteously, effectively, expeditiously, and with utmost integrity as promised in this Citizen’s Charter.

                         Gualberto F. Seguin, Jr.                    Team Leader
                                                   Carissa F. Ubando                             Deputy Team Leader

                                                                                          Members

                      Virginia S. Ferrer                              Estela L. Bauzon
                             Servillano S. Seguin                                  Alexis A. de Guzman
                      Albino B. Piano                                  Edwin B. Bustarde
                      Kenneth O. Laroco                            George S. Sison

Customer Feedback Mechanism:

Thank you for visiting our office in the Basista Water District and availing our frontline services. Please let us know how we have served you by doing the following:

·       Accomplish our Feedback Form provided in the Mamamayan Muna Corner

·       You can also talk directly to our General Manager for complaints about the way you have been treated or about the service

·       You can also contact us at our email address: basistawaterdistrict@yahoo.com



Office/Department: BASISTA WATER DISTRICT

Pump House/Office Magsaysay Ave., Palma, Basista, Pangasinan

Title of Service: Office Collection of Water Bills

About the Service

1.    Who may avail of the service

          Concessionaires of the Basista Water District

2.    Requirements

    Copy 3 (triplicate) of the water bill given at the time of distribution of water bills to concessionaires after meter reading

3.    Fees

Depending on what appears on the concessionaire’s water bill

·       For overdue water bills, an additional 10 % of the water bill will be added as penalty

4.    Schedule of Service Availability

Mondays to Fridays

Office/Department: BASISTA WATER DISTRICT

Pump House/Office Magsaysay Ave., Palma, Basista, Pangasinan

Title of Service: Field Collection of Water Bills

About the Service

1. Who may avail of the service

          Concessionaires of the Basista Water District

2.    Requirements

    Copy 3 (triplicate) of the water bill given at the time of distribution of water bills to concessionaires after meter reading

3.    Fees

Depending on what appears on the concessionaire’s water bill

a.     For overdue water bills, an additional 10 % of the water bill will be added as penalty

4.    Schedule of Service Availability

Mondays to Fridays

8 AM to 4 PM

              How to Avail of the Service

As Client, you:                      The Responsible                   It will take:                   Person(s)

                                                     Office will:                                                              Responsible:

1. Give the copy 3 (triplicate)      Verify the water bill                    2 min.               Kenneth O. Laroco

    of the water bill to the              from the Office file                                               (Field Collector for Zone I)

    Field Collector





2. Give the payment                     Receive payment &                     2 min.                  George S. Sison

                                                        issue the Official                                                          (Field Collector for Zone II)

                                                        Receipt

                                           Zone I                                                                                  Zone II

A.G. Frias                                    Padre Domingo, Navatat                           Don Rosendo

                   Buenaventura Street                   Gomez Street, Navatat                               Dumpay Uno

Clemencia Street                         C.P. Garcia Street                                       Dumpay West

Ocho De Mayo                             Senco De Sept.                                            Magsaysay, Dumpay

G.H. Del Pilar, Palma                  Magsaysay Avenue, Palma                        Maligaya

Quezon Boulevard                       Zamora, Palma                                           School Side

Zamora, Poblacion                      Osmena                                                        Paraiso

Magsaysay Avenue, Poblacion    Anambongan

Office/Department: BASISTA WATER DISTRICT

Pump House/Office Magsaysay Ave., Palma, Basista, Pangasinan

Title of Service: New Service Connection (NSC) Application

About the Service

1. Who may avail of the service

          Anyone of legal age and within the scope of service of the Basista Water District

2.    Requirements

Personal appearance of the applicant

3.    Fees

Tapping Fee                           P       250

Meter Maintenance                       150

Registration Fee                             100

Meter Test Seal                               50

Labor                                                250

Inspection Fee                                 60

               Sub-Total                                         860.00

Plus: Materials to be use (depending on the Bill of Materials)

4.    Schedule of Service Availability

Mondays to Fridays

8 AM to 5 PM


              How to Avail of the Service

As Client, you:                                The Responsible                          It will take:                   Person(s)

                                                       Office will:                                                                 Responsible:

1. Go to the Office & approach           Verify the availability                     2 min.                 Gualberto F. Seguin, Jr.
the General Manager & tell                 of service line in your area                                       General Manager
your request for service connection


                                                                       Verify the availability of                 2 min.                 Servillano S. Seguin

                                                                       water meter & other materials                                  Property Custodian (designate)

2. Accompany the plumber                   Estimate & make a list of the        1 hour                Albino B. Piano &

     to the site                                            materials to be used                                            Edwin V. Bustarde

                                                                                                                                                           (Plumbers)

3. Return to the Office                            Prepare the Bill of Materials      30 min.              Estela L. Bauzon

        & wait for the computation                   with reference to the list made                                Administrative Aide

        of bill of materials                                   by the Plumbers



                                                            Approve the Bill of Materials      10 min.              Gualberto F. Seguin, Jr.

     4. Fill out Service Application                   Assist the applicant in filling        15 min.          Estela L. Bauzon

        & Construction Order in                        out the Application Forms &

         3 copies                                                    attached the approved Bill of

                                                                          Materials to the accomplished

                                                                          Forms.

                                                           Approve the Service Application     2 min.              Gualberto F. Seguin, Jr.

                                                           & Construction Order & give the
                                                                          Original copy to the applicant

      5. Pay to the Collecting Officer                Issue Official Receipt                        1 min.              Virginia S. Ferrer
          presenting the approved
          Service Application Form

     6. Sign the Job Order                               Prepare the Job Order.Record &   15 min.    Servillano S. Seguin
                                                                           prepare materials from the storeroom

                                                                           Goes to service location & install     *half day         Albino B. Piano &

                                                                            the service connection                   to whole day       Edwin V. Bustrade


* Usually the day following the date of application. Depending on the location & depth of the mainline and the       number of New Service Applicants for the day.

Office/Department: BASISTA WATER DISTRICT

Pump House/Office Magsaysay Ave., Palma, Basista, Pangasinan

Title of Service: Reconnection of Service

About the Service

1. Who may avail of the service

           Concessionaires with service previously closed due to delinquency or voluntary/temporary disconnection.

2.   Requirements
            Personal appearance of the applicant

3.    Fees
Payment of old accounts

              Reconnection Fee                  P 200

              In case of *Voluntary Disconnection, no Reconnection Fee will be charged

4.    Schedule of Service Availability

             Mondays to Fridays
             8 AM to 5 PM

* Voluntary/Temporary Disconnection – when the concessionaire asks for disconnection because the service is    temporarily not useful or needed by him/her.

               How to Avail of the Service

As Client, you:                              The Responsible                  It will take:                   Person(s)

                                                           Office will:                                                              Responsible:

1. Go to the Office & tell                Verify the outstanding balance.               1 min.                 Virginia S. Ferrer

        your request for                          Totals the outstanding balance

                reconnection                                plus the reconnection fee (no
                                                                              Reconnection Fee for Voluntary
                                                                              Disconnection)

     2. Pay to the Collecting                        Issue Official Receipt                                1 min.                 Virginia S. Ferrer

         Officer

     3. Sign in the Maintenance            Prepares the Maintenance Order             2 min.                 Servillano S. Seguin

         Order (Job Order)

                                                                     Goes to service location &                        30 min.               Albino B. Piano
                                                               install the service reconnection

Office/Department: BASISTA WATER DISTRICT

Pump House/Office Magsaysay Ave., Palma, Basista, Pangasinan

Title of Service:          Service Maintenance

About the Service

1. Who may avail of the service

          Concessionaires of the Basista Water District

2.    Requirements

Personal appearance of the complainant or his/her representative or through phone call

3.    Fees

As pre- determined by the Plumbers/ Servicemen through investigation at the site.

·       Usually if the leaking pipe/s is through the mainline to the water meter, the materials to be used will be shouldered by the District but if the leak is from meter to concessionaire’s pipe installation, the concessionaire will shoulder the expenses.

4.    Schedule of Service Availability

              Mondays to Fridays

8 AM to 5 PM

·       Anytime if the leak or damage is major in nature.

              How to Avail of the Service

As Client, you:                      The Responsible                     It will take:                   Person(s)

                                                     Office will:                                                                                 Responsible:

1. Go to the Office or             Receive complaint/s &                                 3 min.                       Servillano S. Seguin

          through the telephone         prepare Maintenance Order

          tell your complaint/s           indicating the nature and

          and the location                   location of the complaint/s

                                                        Inform concessionaire that a                        5 min.                       Servillano S. Seguin

                                                        service investigation will be

                                                        made to determine and correct

                                                        any defect. Signs the Maintenance

                                                        Order and secures approval thereof

                                                        by the General Manager. Records in

                                                        the logbook and then forwards them

                                                        to the Plumber

2. Accompany the                   Go to service location & conduct                30 min.        Albino B. Piano
plumbers to the site                 investigation. Identify defects which                                          Edwin V.Bustarde
                                                   need repair or correction. Determine
                                                   necessary materials to be used and
                                                   inform the concessionaire if the materials
                                                   will be his/her responsibility.

                                                   Return to the office & inform the General 1 min.                    Albino B. Piano
                                                   Manager of the investigation made.                                            Edwin V. Bustarde

                                                           Prepare Bill of Materials if the materials    2 min.                    Estela L. Bauzon

                                                             will be shouldered by the concessionaire

                                                             & secure approval thereof by the General

                                                             Manager. Give the original copy of the

                                                             Bill of Materials to the concessionaire.

3. Pay to the Cash-                   Issue the Official Receipt                                 1 min.                    Virginia S. Ferrer

    Collecting Officer
                                                   Prepare the Job Order.Record &                    15 min.                  Servillano S. Seguin
                                                   prepare materials from the storeroom

                                                   Goes to service location & perform                *half day               Albino B. Piano &

                                                   assigned job. Fill out Maintenance                 to whole day          Edwin V. Bustrade

                                         Order form completely and have it

                                          signed by the concessionaire upon

                                          returned to the office

                                           *If the materials to be used will be shouldered                              Albino B. Piano
                                    by the District, requisition them from the                                    Edwin V. Bustarde

                                    Property Custodian. Bring them to the service

                                    location and perform assigned job; fill out

                                    Maintenance Order form completely and have it

                                    signed by the concessionaire upon return to
                                    the office.



Name of Agency: BASISTA WATER DISTRICT

                            Basista, Pangasinan

ACTIVITIES UNDERTAKEN IN THE IMPLEMENTATION OF THE ANTI-RED TAPE

As of April 28, 2009

RE-ENGINEERING                  CRAFTING OF CITIZEN’S                           ANTI-FIXING CAMPAIGN                                    SETTING UP OF

                                                                        CHARTER                                                                                                                         PUBLIASSISTANCE

                                                                                                                                                                                                                                 DESK

80% of frontline                    Citizen’s Charter                             Posted Notice at the                         Public Assistance Desk set

services re-engineered              constituted                                     entrance of our Pump                      up and located at the entrance

                                                                                                           House Office                                      of our Pump House Office

Prepared by:                                                                                                          APPROVED:

CARISSA F. UBANDO                                                                                     GUALBERTO F. SEGUIN, JR.

Senior Accounting Proc. A                                                                                                General Manager

Name of Agency: BASISTA WATER DISTRICT

                            Basista, Pangasinan

REPORT ON THE ACTIVITIES UNDERTAKEN IN THE IMPLEMENTATION

OF THE ANTI-RED TAPE

As of June 1, 2009

Processes and Systems regarding the front-line services of the Basista Water District which is contained on our Citizen’s Charter was already posted visibly on our Bulletin Board located at the entrance of our Pump House Office.

Public Assistance Desk/Complaint Desk set accessibly at the entrance of our Pump House Office.

ANTI-FIXING Campaign posted also at the entrance of our Pump House Office

Prepared by:                                                                                                          APPROVED:

CARISSA F. UBANDO                                                                                     GUALBERTO F. SEGUIN, JR.

Senior Accounting Proc. A                                                                                                General Manager

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