FRONTLINE SERVICES

 

FRONTLINE SERVICE NO. 1 - INSTALLATION OF NEW SERVICE CONNECTION

Application of New Water Service Connection

Office or Division: Commercial Services
Classification: Complex
Type of Transaction: G2C - Government to Citizen, G2B - Government to Business and G2G - Government to Government
Who may avail: Residents, Businesses and Offices of Laoag, Bacarra, Pasuquin, Vintar, Paoay, Solsona, Piddig, Pinili, Currimao, and Badoc provided they are within the service area of INWD who want to have safe and potable water at a very reasonable cost.
CHECKLIST REQUIREMENTS
WHERE TO SECURE

Fully accomplished Service Application Form (4 copies)

INWD-PWIN Front desk

 

Photocopy of Identification Card such as postal ID, voter's ID, Senior Citizen's ID and others.

Agencies responsible for the issuance of such ID’s

 

CLIENT'S STEP
AGENCY ACTION
FEES TO BE PAID
PROCESSING TIME
PERSON RESPONSIBLE

 

1. Wash hands in the provided washing area in front of INWD-PWIN Office and step on the sanitizing doormat before entering the office. Then sign in the Client Log Book at the office lobby

 

1.1 The Guard will Check the clients Temperature and spray alcohol on the clients hands
None
3 minutes
Guard on Duty

 

2. Get a queue number and wait for the number to be called (only 50% of the capacity of the clients waiting area is allowed to enter)

 

2.1 The Guard will assist the Client and determine if the client is Senior Citizen, Persons with Disability or Pregnant
None
30 seconds
Guard on Duty

 

3. Proceed to the Customer Service Representative of PWIN and apply for New Connection thru: computer generated system

 

3.1 Input the information detail of the applicant and give briefing on the service and requirements for installation. Evaluate arrear records of applicant, if any.
None
15 minutes
Front Desk Officer

 

4. Accomplish the Service Application Form (SAF) and other requirement such as (1) photocopy of valid ID's / Sketch of the location / Authorization letter, if needed.

 

4.1 Receive the SAF and inform the concessionaire to return after the inspection of the service area
None
5 minutes
Front Desk Officer

 

4.2 Inspect the service area, determine water adequacy of the applied connection, and estimate the materials needed and the amount to be paid. Advise the applicant to secure excavation permit from the City/Municipal Engineering Office if necessary

 

None
1 hour
Territory Officer

 

CLIENT'S STEP
AGENCY ACTION
FEES TO BE PAID
PROCESSING TIME
PERSON RESPONSIBLE
5. Pay the required fees/charges to the PrimeWater Teller as determined by the Investigator (Territory Officer) 5.1 Issue Official Receipt to client Installation Fee 1/2 " GI Pipe - P 2,500.00 5 minutes Cashier
Installation Fee 3/4 " GI Pipe - P 2,750.00
Installation Fee 1 " GI Pipe - P 3,000.00
The concession aires should also shoulder the cost of plumbing materials and labor needed from tapping service to inside installation (Amount is variable)

 

CLIENT'S STEP
AGENCY ACTION
FEES TO BE PAID
PROCESSING TIME
PERSON RESPONSIBLE
5.2 Forward SAF to the: a) Customer Service Representative for recording and b) Commercial Department Head for approval
None
10 minutes
 
5.3 Forward the duly approved SAF to the Engineering (Territory Officers or Water Supply Personnel) Department for tapping of the new water service connection.
None
15 minutes
 
5.5 Tapping/installation of water connection
None
1 to 7 days
Territory Officrs or Water Supply Personnel

 

 

 

 

 

FRONTLINE SERVICE NO. 2 - ISSUANCE OF RECEIPTS FOR BILLING STATEMENT OF ACCOUNT

Payment of Water Bills and Issuance of Official Receipt

Office or Division: Commercial Services
Classification: Simple
Type of Transaction: G2C - Government to Citizen, G2B - Government to Business and G2G - Government to Government
Who may avail: Concessionaires of INWD-PrimeWater Ilocos Norte within the service area. Concessionaires who availed water service and who opt to pay their bills at the INWD-PrimeWater Office
CHECKLIST REQUIREMENTS
WHERE TO SECURE

 

Water bills

 

INWD-PWIN Meter Readers

CLIENT'S STEP
AGENCY ACTION
FEES TO BE PAID
PROCESSING TIME
PERSON RESPONSIBLE

 

1. Wash hands in the provided washing area in front of INWDPWIN Office and step on the sanitizing doormat before entering the office. Then sign in the Client Log Book at the office lobby

 

1.1 The Guard will Check the clients Temperature and spray alcohol on the clients hands
None
3 minutes
Guard on Duty

 

2. Get a queue number and wait for the number to be called (only 50% of the capacity of the clients waiting area is allowed to enter)

 

2.1 The Guard will assist the Client and determine if the client is Senior Citizen, Persons with Disability or Pregnant
None
30 seconds
Guard on Duty

 

3. Proceed to the INWDPrimeWater Teller's desk and present monthly billing Statement of Account (SOA) to the Cashiering Assistant.

 

3.1 Receive monthly billing SOA as basis for collecting payment and issuance of Official Receipt
Depending on water bill / SOA
3 to 15 minutes depending on the no. of SOA per concessionaire.
Cashier

 

4. Receive Official Receipt

 

4.1 Issue Official Receipt
None
3 minutes
Cashier


 

FRONTLINE SERVICE NO. 3 - MAINTENANCE SERVICES
(Repair of Water Service Line, Leakages, Defective Meters/Valves, High Consumption, etc.)

Acknowledgement of Reports and Complaints from Concessionaires

 

Office or Division: Commercial Services
Classification: Complex
Type of Transaction: G2C - Government to Citizen, G2B - Government to Business and G2G - Government to Government
Who may avail: Concessionaires within the service area of INWD-PrimeWater Ilocos Norte who have complaints on leakages, low pressure, high consumption, no water, dirty water and defective meters and valves.
CHECKLIST REQUIREMENTS
WHERE TO SECURE
Accomplished Maintenance Order INWD-PWIN Front Desk officer

 

CLIENT'S STEP
AGENCY ACTION
FEES TO BE PAID
PROCESSING TIME
PERSON RESPONSIBLE
1. Proceed or call the Customer Service Frontliner of PrimeWater Ilocos Norte. File a complaint and ask for assistance

 

1.1 Prepare Ticket / Job Order for inspection

 

Depending on plumbing materials needed
5 minutes
Front Desk Officer

 

1.2 Inspect the reported complaint and recommend possible solution.

 

1 hour
Territory Officer
1.3 Forward Ticket / Job Order to Engineering (Territory Officer or Water Supply Personnel) Department, who will undertake the maintenance service
1 to 4 hours
Front Desk Officer


 

 

 

 

FRONTLINE SERVICE NO. 4 - Water Testing Services
Availing the Services of the INWD-PWIN Water Testing Laboratory

Office or Division: Laboratory
Classification: Highly Technical
Type of Transaction: G2C - Government to Citizen, G2B - Government to Business and G2G - Government to Government
Who may avail: Concessionaires of INWD-PrimeWater Ilocos Norte, and the public who wanted to have their water quality tested
CHECKLIST REQUIREMENTS
WHERE TO SECURE
Sampling Containers * Microbiological Test - sterilized glass bottle with at least 250 ml of water sample * Physical/Chemical Tests - clean plastic bottle with at least 4 liters of water sample Client

 

CLIENT'S STEP
AGENCY ACTION
FEES TO BE PAID
PROCESSING TIME
PERSON RESPONSIBLE

 

1. Wash hands in the provided washing area in front of INWD-PWIN Office and step on the sanitizing doormat before entering the office. Then sign in the Client Log Book at the office lobby

 

1.1 The Guard will Check the clients Temperature and spray alcohol on the clients hands
None
3 minutes
Guard on Duty

 

2. Proceed to the Water Testing Laboratory and secure Request for Analysis of Water (RAW) Form

 

2.1 Give the applicant a RAW Form and inform him/her of the laboratory fees
None
10 minutes
Chemist / Medical Technologist
3. Submit accomplished form

 

3.1 Receive and check Form then advise the applicant to pay the corresponding fee(s) to the teller/cashier at the Commercial Services Department

 

None
5 minutes
Chemist / Medical Technologist
4. Pay the required fee(s)/ charge(s)
4.1 Issue Official Receipt *

 

*Microbiological Analysis

Bacteriological Presumptive Phase P300.00/sample

Confirmed/ Completed Phase P300.00/sample

 

5 minutes
Cashier

 

*Heterotrophic Plate Count

P350.00/sa mple

 

 

*Physical / Chemical Tests

P1,000.00/s ample

 

 

5. Submit water sample(s) and present the Official Receipt

 

5.1 Check receipt, record the OR # and amount paid, accept the water sample(s) and advise client when to get the laboratory result(s)

None

1 minute
Chemist / Medical Technologist
5.2 Tag the water sample(s) with the sample laboratory number(s)

 

None
1 minute
Chemist / Medical Technologist
5.3 Conduct laboratory analysis of the water samples submitted for testing

 

None
4 days
Chemist / Medical Technologist
5.4 Prepare laboratory reports

 

None
1 day
Chemist / Medical Technologist

 

6. Receive laboratory report(s).

6.1 Issue of laboratory report(s)
None
1 minute
Chemist / Medical Technologist

 

 

 

 

FRONTLINE SERVICE NO. 5 - Reconnection / Reopening of Water Services / Restore Services due to Interruptions such as Power Outage, Minor Service Repair, Transmission and Service Line Leakage
Reopening of Water Service and Repair of Damage Water Lines

Office or Division: Commercial Services and Engineering & Operations
Classification: Highly Technical
Type of Transaction: G2C - Government to Citizen, G2B - Government to Business and G2G - Government to Government
Who may avail: INWD-PWIN Concessionaires who wants to reconnect/re-open water services
CHECKLIST REQUIREMENTS
WHERE TO SECURE
Fully accomplished Computer Generated Service Application Form INWD-PWIN Front desk
Photocopy of Identification Card such as postal ID, voter's ID, Senior Citizen's ID and others. Agencies responsible for the issuance of such ID’s

 

CLIENT'S STEP
AGENCY ACTION
FEES TO BE PAID
PROCESSING TIME
PERSON RESPONSIBLE

 

1. Wash hands in the provided washing area in front of INWD-PWIN Office and step on the sanitizing doormat before entering the office. Then sign in the Client Log Book at the office lobby

 

1.1 The Guard will Check the clients Temperature and spray alcohol on the clients hands
None
3 minutes
Guard on Duty

 

2. Get a queue number and wait for the number to be called (only 50% of the capacity of the clients waiting area is allowed to enter)

 

2.1 The Guard will assist the Client and determine if the client is Senior Citizen, Persons with Disability or Pregnant
None
30 seconds
Guard on Duty

 

3. Proceed to the Customer Service Representative of PWIN and accomplish the Water Service Contract Form

 

 

3.1 Print Job Order for Reconnection / Re-Opening of Water Service and brief applicant on service and requirements for re-opening of water connection. Evaluate arrear records of applicant, if any

 

None
15 minutes
Front Desk Officer

 

4. Submit accomplished Water Service Contract Form together with other requirements such as photocopy of identification card, authorization letter, if needed

 

 

4.1 Receive the Water Service Contract Form and requirements and inform the applicant to return after the inspection of the service area.

 

None
5 minutes
Front Desk Officer

 

4.2 Inspect the service area, determine water adequacy of the applied reconnection and estimate the materials needed and the amount to be paid. Advise the applicant to secure excavation permit from the City / Municipal Engineering office if necessary

 

None
1 hour
Territory Officer

 

5. Pay the required fees/charges to the PrimeWater Teller as determined by the Primewater Territory Officer

 

5.1 Issue Official Receipt.

 

Re-opening fee - P450.00

Guaranty Deposit - (2 months average consumption)

Back Accounts - (it depends upon previous bill)

Attorney's fee - 10% of the current bill

5 minutes
Cashier

 

5.2 Forward Job Order for Reconnection to the: a) Customer Service Frontliner for recording and b) Commercial Department Head for approval

 

None
10 minutes
Front Desk Officer

 

5.3 Forward the duly approved service application to the Engineering (Territory or Water supply) Department for reconnection/ re-opening of water service connection.

 

None
5 minutes
Front Desk Officer

 

6. Wait for the date of Reconnection / Re-opening of water service

 

6.1 Tapping/installation of water connection
None
1 to 3 days
Territory Officer or Water Supply Personnel

 

6.2 Restore water service when there are interruptions due to power outage and minor service repair

 

None
1 to 2 hours
Territory Officer or Water Supply Personnel

 

6.3 Repair transmission and distribution line leakage

 

None
5 to 6 hours
Territory Officer or Water Supply Personnel

 

 

FEEDBACK AND COMPLAINTS MECHANISM

FEEDBACK AND COMPLAINTS MECHANISM
Please let us know whether we served you well by accomplishing the following mechanisms below:
How to send feedback/complaints

Accomplish our Feedback/Complaints Form available at the Frontliner’s Desk and drop the same at our Feedback/ Complaints Drop Box

Feedbacks/Complaints can also be filed via telephone/cellphone Commercial Services Department

Contact Info:

Landline - 772-0985

Globe - 0917 8651430

Smart - 0999 9977656

Send your feedback/complaints through e-mail at:

primewaterilocosnorte@gmail.com

Talk to our Customer Service Frontliners located at the Commercial Services Department (Frontliners' Desk)
How Feedbacks/complaints are processed

If you are not satisfied with our service, please feel free to come to our office. Your verbal/written complaints shall be promptly attended to by our Customer Service Frontliner at the Frontliners' Desk.

(Complaint will be addressed/solved within one day after receipt of complaint)

In case of unusual circumstances beyond our control, we may not be able to extend our services as promised. It is at this juncture that we solicit your understanding.

Contact Information of INWD

Administrative, Financial Services and Commercial Services

Landline - (077) 770-5506

Globe - 0917-865-1430

Smart - 0999-997-7656 / 0939-918-2743

 

Office of the General Manager Contact Info:

Landline - (077) 771-4814

Smart - 0919-469-3649

email Address: ilocosnortewaterdistrict@yahoo.com

Contact Information of Primewater Ilocos Norte

Commercial Services

Landline: (077) 772-0985

Globe - 0917-865-1430

Smart - 0999-997-7656

 

Laboratory

Smart - 0998-590-3569

email Address: primewaterilocosnorte@gmail.com

 

 

 

 

OFFICE INFORMATION
Office Name, Address and Contact Information

OFFICE
ADDRESS
CONTACT INFORMATION
Ilocos Norte Water District
2 nd Floor INWD Admin. Bldg Brgy. 22 Ermita Hill, Laoag City

 

770 - 5506

771 - 4814

0939-918-2743 - Smart

ilocosnortewaterdistrict@yahoo.com

 

PrimeWater Ilocos Norte
1 st Floor INWD Admin. Bldg Brgy. 22 Ermita Hill, Laoag City

 

772-0985

0917-865-1430 - Globe

0999-997-7656 - Smart

primewaterilocosnorte@gmail.com

 

Laboratory
1 st Floor INWD Admin. Bldg Brgy. 22 Ermita Hill, Laoag City

 

0998-590-3569 (Smart)