STEP |
APPLICANT /CONCESSIONAIRE |
AGENCY ACTION |
PROCESSING TIME |
PERSON RESPONSIBLE |
FORM |
1 |
Go to the Customer Service Area. |
For walk – in complaints, the Utilities/ Customer Services Assistant will interview the customer on the nature of his/her complaint(s) e.g. Meter Leak & Service Line Leak –After Meter. For those who complained thru BWD Facebook Page (Inbox), thru text messages, the Utilities Customer Service Assistant will fill – out the Service Request Form with complete details of the customer. |
5 minutes |
Melchor M. Curacha, Jr., Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) |
Service Request Form |
2 |
|
Evaluation and filling – out of useful data entry on the Service Request Form; Account name, account number, address, last reading of meter and previous and current consumption. |
5 minutes |
Melchor M. Curacha, Jr., Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) |
Service Request Form |
3 |
|
Service Request Form will be forwarded to Commercial Division for verification, review and signing of the Commercial Division Head |
5 minutes |
Melchor M. Curacha, Jr., Administrative Aide/ Isidro S. Eumerables, Division Manager C, (Commercial & Finance Division) |
Service Request Form |
4 |
|
Commercial Division will forward Service Request Form to General Manager for approval. In the case of the absence of the General Manager, the Division Head shall complete the signatory. |
1 minute |
Melchor M. Curacha, Jr., Administrative Aide/ Isidro S. Eumerables, Division Manager C, (Commercial & Finance Division)/ GM Engr. Dante . Navarro |
Approved Service Request Form |
5 |
|
Endorse Service Request to the Plumber In-charge for the assessment. |
2 minutes |
Melchor M. Curacha, Jr., Administrative Aide/ Isidro S. Eumerables, Division Manager C, (Commercial & Finance Division) |
Approved Service Request Form |
6 |
|
Plumber in-charge will assess the Service Request in the field. Identify the cause of the concern or complaint and advice and inform the customer regarding the assessment. |
2 hours |
Area Plumber |
Approved Service Request Form |
7 |
Sign the Service Request Form |
Let the customer sign and furnished a duplicate copy. |
2 minutes |
Area Plumber |
Approved Service Request form |
8 |
|
Upon completion of the service request, plumber in-charge will submit the Service Request to the document in-charge for record keeping and feed backing. |
5 minutes |
Area Plumber |
Approved Service Request Form |
9 |
|
Encoding of findings and assessment and record keeping by the Utilities/ Customer Services Assistant. |
1 minute |
Melchor M. Curacha, Jr., Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) |
Approved Service Request Form with customer’s signature and detailed remarks. |
10 |
|
The Utilities/ Customer Services Assistant will follow up through text message and/or phone call the customer if the complaint has been resolved or repair has been done after three (3) days from the assessment of the complaint(s). |
3 minutes |
Melchor M. Curacha, Jr., Administrative Aide/ Alfie C. Pepito, Utilities/Customer Services Assistant B (Commercial & Finance Division) |
Approved Service Request Form with customer’s signature and detailed remarks. |
END OF TRANSACTION |