Metropolitan Waterworks and Sewerage System: Corporate Office

METROPOLITAN WATERWORKS AND
SEWERAGE SYSTEM
CORPORATE OFFICE
CITIZENS’ CHARTER HANDBOOK
Version: March 2020

I. MANDATE
We derive our Mandate from:

REPUBLIC ACT No. 6234 – AN ACT CREATING THE METROPOLITAN WATERWORKS
AND SEWERAGE SYSTEM AND DISSOLVING THE NATIONAL WATERWORKS AND
SEWERAGE AUTHORITY; AND FOR OTHER PURPOSES – 19 June 1971
Section 1. Declaration of Policy. The proper operation and maintenance of waterworks

system to insure an uninterrupted and adequate supply and distribution of potable
water for domestic and other purposes and the proper operation and maintenance of
sewerage systems are essential public services because they are vital to public health
and safety. It is therefore declared a policy of the state that the establishment, operation
and maintenance of such systems must be supervised and controlled by the state
Section 3. Attributes, Powers and Functions. The system shall have the following
attributes and functions:
(a) To exist and have continuous succession under its corporate name for a term of
fifty (50) years (1971 to 2021), with an automatic extension of fifty (50) years,
unless otherwise provided by law;
(b) To prescribe its by-laws;
(c) To adopt and use a seal and alter it at its pleasure;
(d) To sue and be sued;
(e) To establish the basic and broad policies and goals;
(f) To construct, maintain & operate dams, reservoirs, conduits, aqueducts,
tunnels, purification plants, water mains, pipes, fire hydrants, pumping stations,
machineries & other waterworks for the purpose of supplying water to the
inhabitants of its territory, for domestic & other purposes; & to purify, regulate
& control the use, as well as prevent the wastage of water;
(g) To construct, maintain & operate such sanitary sewerages as may be
necessary for the proper sanitation & other uses of the cities & towns
comprising the System;
(h) To fix periodically water rates & sewerage service fees as the System may
deem just & equitable in accordance with the standards outlined in Section 12
of this Act;
(i) To construct, develop, maintain and operate such artesian wells and
springs as may be needed in its operation within its territory;
(j) To acquire, purchase, hold, transfer, sell, lease, rent, mortgage, encumber
& otherwise dispose of real and personal property, including rights &
franchises, consistent with the purpose for which the System is created &
reasonably required for the transaction of the lawful business of the same;
(k) To construct works across, over, through and/or alongside, any stream,
watercourse, canal, ditch, flume, street, avenue, highway or railway,
whether public or private, as the location of said works may require: Provided,
That, such works be constructed in such manner as to afford security to life and
property and so as not to obstruct traffic: Provided, further, That the stream,
water-course, canal, ditch, flume, street, avenue, highway or railway so crossed
or intersected be restored without unnecessary delay to its former state. Any
person or entity whose right may be prejudice by said works shall not obstruct
the same; however, he shall be given reasonable notice before the construction
and shall be paid just compensation. The System shall likewise have the right
to locate, construct and maintain such works on, over and/or through any street,
avenue, or highway and land and/or real rights of the Republic of the
Philippines or any of its branches, agencies and political subdivisions upon due
notice to the office, or entity concerned, subject solely to the condition that the
street, avenue, or highway in which said works are constructed be restored
without unnecessary delay to its former state unless otherwise agreed upon by
the System and the office or entity concerned;
(l) To exercise the right of eminent domain for the purpose for which the
System is created;
(m) To contract indebtedness in any currency and issue bonds to finance projects
now authorized for the National Waterworks and Sewerage Authority under
existing laws and as may hereafter be expressly authorized by law with the
approval of the President of the Philippines upon the recommendation of the
Secretary of the Finance;
(n) To approve, regulate, and supervise the establishment, operation and
maintenance of waterworks and deep wells within its jurisdiction operated
for commercial, industrial and governmental purposes and to fix just and
equitable rates or fees that may be charged to customers thereof;
(o) To assist in the establishment, operation and maintenance of waterworks and
sewerage systems within its jurisdiction under cooperative basis;
(p) To approve and regulate the establishment and construction of waterworks and
sewerage systems in privately owned subdivisions within its jurisdiction;
(q) To have exclusive and sole right to test, mount, dismount and remount water
meters within its jurisdiction;
(r) To render annual reports to the President of the Philippines and the Presiding
Officers of the two Houses of Congress not later than January thirty-first of
every year.
II. MISSION
For its customers in Metro Manila and expansion areas:
 Optimize and expand our water sources and secure their watersheds and
facilities
 Provide equitable access to clean, potable and affordable water
 Expand the coverage of sewerage and sanitation services
 Ensure prudence and efficiency in the implementation of all our plans
III. VISION
By 2024, MWSS-CO shall be a world –class benchmarked agency for its water
security program with technically competent personnel and infrastructure
IV. SERVICE PLEDGE
We, the officials and employees of the MWSS-CO, shall provide our stakeholders with
Malinis na Tubig
Walang Korupsiyon
Sapat na Daloy ng Tubig
Serbisyong Tunay
When you contact us you will be treated with honesty, fairness, sensitivity and dignity.
You can expect us to:
 Be open and transparent
 Take the time to listen and understand your needs.
 Communicate with you in a timely manner and
 Be responsive as reasonably possible to your issues and concerns.
Some matters are governed by statutory response timeframes and we will strive to meet
those timeframes in each case. More complex requests or investigations will be
assessed on a case by case basis. For general enquiries we will endeavor to respond in
the following time frames:
Response types Time (working days)

Email 1
Phone 1
Written correspondence 2
acknowledgment and receipt
Updates on progress 3 or as mutually
agreed
Complaint Resolution 10 or as mutually
agreed
We commit to attend to our Clients who are within the office premises prior to the end of
official workings hours and during lunch breaks.
LIST OF SERVICES
I. OFFICE OF THE ADMINISTRATOR Page No.

External Services
1. Request from Media for Interview 10
2. Response to queries/request for information from walk- 11
in Clients
3. Requests for Appointment/Meeting with the Administrator 12
Internal Services
1. Processing of Internal Documents for the Executive 14
Assistant V or Administrator’s Approval/Signature
II. SUPPORT OFFICES
A. OFFICE OF THE BOARD SECRETARIAT

Internal Services
1. Request for Minutes of Meeting/Board Resolution 17
2. Request for Copy of Secretary’s Certificate and other 18
Board Papers
B. LEGAL SERVICES DEPARTMENT

Internal Services
1. Request for Legal Opinion and Contract Review 20
2. Issuance of Certificate of No Pending Administrative 21
Case
C. POLICY PLANNING & PUBLIC RELATIONS DEPARTMENT

External Services
1. Customer Related Request/Resolution of Customer 23
Complaints
2. Guided Tour of Water and Sewerage Facilities 26
3. Processing of Request for Information through the 27
Freedom of Information received via e-mail
Internal Services
1. Author Services 30
2. Office Performance Commitment Review Management 31
3. Preparation and Dissemination of Press Releases 32
4. Photo-Video Services 33
5. Release of Records 34
6. Provision of Secretariat Services to MANCOM 35
II. ENGINEERING & TECHNICAL OPERATIONS GROUP
A. FIELD OPERATIONS, MANAGEMENT DEPARTMENT

Internal Services
1. Review/Evaluation of Concessionaires’ Project Proposal 38
B. SITE OPERATIONS MANAGEMENT DEPARTMENT
External Services
1. Special Request for closure of the Umiray tunnel 40
2. Issuance of Certificates for the Final Inspection, 41
Acceptance and Turn-over of Completed Facilities
5|MWSS-CO Citizen’s Charter

III. MANAGEMENT SERVICES GROUP Page No.
A. OPERATIONS SUPPORT DEPARTMENT

External Services
1. Repairs and Maintenance of facilities 45
2. Payment of utilities 47
3. Venue accommodation (rental use of Bulwagan and 48
Multi-Purpose Gym and other facilities)
Internal Services
1. Transportation Services (Request for Driver and Vehicle 50
for Official Trips)
2. Repair of Facilities and Equipment 51
3. Venue accommodation (rental use of Bulwagan and 52
Multi-Purpose Gym and other facilities)
4. Processing of Requisition Orders 53
5. Request of Office Supplies 54
6. Request for Emergency Medicines 55
7. Delivery of Letters 56
B. HUMAN RESOURCE, ORGANIZATIONAL DEVELOPMENT

LEARNING & DEVELOPMENT DEPARTMENT
External Services
1. Request for Service Record 58
2. Request for Leave of Absence without Pay 59
3. Request for Certificate of Employment/Certificate of 60
Employment and Compensation
4. Request for Endorsement of Application to GSIS for 61
Retirement/Cash Surrender
5. Request for Certificate of PAGIBIG Contribution/Loan & GSIS 62
Contribution/Loan Remittance
6. Request for Application for Provident Benefits Claim 63
7. Request for Certificate of PhilHealth Contribution/Remittance 64
8. Request for Release of Terminal Leave 65
9. Request For Release of Last Claim Salary 66
10.Request for Release of Back wages and other claims pursuant 67
to Court Decisions
C. FINANCE DEPARTMENT
Internal Services
1. Check Preparation 69
2. Audit of Disbursement Vouchers 70
3. Budget Monitoring and Control 71

4. Preparation of Billing Statements to the two Concessionaires, 76
as billed by creditor banks, or as issued by the Bureau of
Treasury (BTr)
5. Preparation of Debit Instruction Letter for payment of scheduled 78
loans to creditor banks
6. Preparation of DV and BUS payable to BTR representing 79
repayment of scheduled loans
7. Preparation of Debit Instruction Letter for payment of scheduled 81
8. JEV Preparation of Billed Statements as billed and collected 83
from Concessionaires, and repayment of various loans,
Guarantee Fees, etc.
9. Monthly Report on Medium and Long-Term Borrowings, 84
Monthly and Quarterly Status Report on MWSS Loans and
Foreign & Domestic Borrowing Ceiling
10. Monthly SL of Outstanding Loan Balances (in its Original 85
Currency and Peso Equivalent) and preparation of quarterly
revaluation of various loans
11. Year-end Report Submission 86
12. Action on Disbursement Vouchers, Employee Payrolls, 87
Transmittal, Preparation of Checks, Utilities, Suppliers and
Projects payments
13. Maintenance of the recording of Cash Book of Accountable 88
Officers
14. Release of Checks 89
15. Weekly Summary Report on the Release of Checks 90
16. Monthly Report of Check Usage 91
17. Issuance of Reportorial Documents 92
18. Request for Financial Documents 93
IV. INNOVATION AND TECHNOLOGY GROUP
A. ASSET MANAGEMENT GROUP

External Services
1. Request to Lease MWSS’ Real Estate Property 96
2. Renewal of Lease Contract of a Lessee without Contract 97
Violation/s
3. Renewal of Lease Contract of a Lessee with Contract 98
Violation/s
4. Issuance of Permit to Short-Term Lessees 99
5. Return of Cash bond to Short-Term Lessees 100
6. Request for Maps/Geospatial Information 101
7. Issuance of Permit for Passing Through Vehicles Carrying 102
Construction Materials inside Balara Compound
8. Permit for Tree Planting Activity 103
B. RESEARCH STANDARDS AND DEVELOPMENT

DEPARTMENT
External Services
1. Request for Product Presentation 105
2. Actions on other agency’s request on IT Systems and 106
Technology Innovation and Research (Complex)
Internal Services
1. Actions on agency requests on IT Systems and Technology 108
Innovation and Research (Simple)
2. Actions on agency requests on IT Systems and Technology 109
Innovation and Research (Complex)
3. Actions on agency requests for research/studies relative to 110
water and sewerage services in aid of standards / policies
formulation (On-site, online and / or Work from Home)
4. Administration of Govmail accounts – request for new e-mail 111
5. Administration of Govmail accounts – reset to existing 112
password
6. Job Requests for ICT related issues and concerns 113
7. Website Management 114

C. WATER AND SEWERAGE MANAGEMENT DEPARTMENT
External Services
1. Support to Concessionaires in the Implementation of Water
and Sewerage Projects
a. Request for Turnover of Sewerage Systems from 116
Government Entities with Housing Developments
b. Request for Assistance of Concessionaires Regarding 117
the Implementation of its Sewerage and Sanitation
Projects
2. Accomplishment Report for Supreme Court’s Mandamus 118
3. Sewerage and Sanitation Information 119
V. BIDS AND AWARDS COMMITTEE SECRETARIAT

External Services
1. Manage the sale and distribution of Bidding Documents to 121
interested bidders
Internal Services
1. Act as Central Channel of Communications for BAC with 123
End-User or Implementing Units, External Agencies and
General Public
2. Release of Procurement Records 124
VI. LIST OF OFFICES 125

VII. FEEDBACK AND COMPLAINTS MECHANISM 126
VIII. ANNEXES
Form 1- Client Request Form 128
Form 2- FOI Request Form 129
Form 3- Non Disclosure Agreement (Water and Sewerage 130
Management Department)
**Days and Hours indicated in Processing time means WORKING

DAYS AND HOURS.

I. OFFICE OF THE ADMINISTRATOR
External Services

1. REQUEST FROM MEDIA FOR INTERVIEW
All forms of interview, whether on-cam, are acted upon by the Office of the Administrator,
the Administrator being the official spokesperson of the agency. Grant of interview to
news networks on the water situation, the MWSS-CO’s projects and programs are
coordinated by the PPPRD and referred to the OA after complete staff work.
Office or Division Office of the Administrator

Classification Simple
Type of G2B- Government to Business Entity;
Transaction G2C- Government to Citizen
G2G- Government to Government
Who May Avail News and public affairs networks, newsmen, reporters and other news
media platform Clients
Checklist of Requirements Where to Secure
1. Letter of Request Requesting party
Client Steps Agency Action Fees to be Processing Person
Paid Time Responsible
1. Submit letter 1. Receive letter of request 2 hours Central
of request either and forward to the OA Receiving Unit
through email,
fax, text, or mail None
1.1 Transmit the letter to 30 minutes Executive
PPPRD with instructions on Assistant
whether to grant as
scheduled, re-schedule and
other coordination details
1.2 Coordination and 4 hours Customer
screening Relations
1.3 Respond to guide Service
questions Specialist,
1.4 Submit interview 5 minutes PPPRD
materials to OA
2. Wait for 2. Confirm interview and 1 hour Office of the
confirmation the schedule Administrator
2.1 Advise Planning and PR 10 minutes Executive

Dept. for Administrator’s Assistant
confirmation
2.2 Inform thru fastest 15 minutes Customer

available means (e-mail, Relations
text or phone) Service
Specialist,
PPPRD
TOTAL None 7 hours and
35 minutes
10 | M W S S - C O C i t i z e n ’ s C h a r t e r
2. RESPONSE TO QUERIES/REQUEST FOR INFORMATION FROM WALK-IN
CLIENTS


Transaction G2C- Government to Public
Who May Avail All Clients

1. Duly accomplished Client Request Form (CRF) Security Guard
th
4 Floor MWSS Main Building
1. Client walks- 1. Registers at the Security 5 minutes Security Guard
in Guard for identification
hands out CRF None
1.2 Conduct non-invasive
screening, such as
temperature checks,
wearing of face mask, hand
sanitation, and symptom
questionnaires. If the
visitor’s temperature is
more than 37.5 0C even
after 5-10 minute rests, the
Client will not be allowed to
enter the premises.
2. Fills-out CRF 2.Security Guard hands the 5 minutes Planning

duly accomplished CRF to Officer III
concerned officer
3. No activity 3. Provides the following 1 hour Planning
necessary services: Officer V/
Planning
3.1 Library and publication Officer IV/
services for IEC Planning
materials and answers Officer III/
inquiries Customer
Service
3.2 Grant interview or Relations
research request Officer (Policy,
Planning and
3.3 All Necessary Public
meetings with outsider/s Relations
shall be held at the Department)
ground floor lobby and
shall all times observe
proper social distancing
TOTAL None 1 and 10
hours
3. REQUESTS FOR APPOINTMENT/MEETING WITH THE ADMINISTRATOR

Type of Transaction G2B- Government to Business Entity;

G2C- Government to Public

1. Duly accomplished Client Request Form (CRF) Security Guard
th
Client Steps Agency Action Fees to Processing Person
be Paid Time Responsible
1. Walk-in 1. Receive and interview 5 minutes Secretary
Proceed to the Client and refer to
Ground Floor Executive Assistant
Meeting room 1.1 Acknowledge details 5 minutes
With Formal Letter of request for
appointment/meeting
2. Submit a signed 2. Refer the request to the None 10 minutes Executive
letter to CRU Administrator for Assistant
3.Email acceptance or denial of
Send to request, or to receive
info@mwss.gov.ph specific instructions
3. Note instructions of Executive
NOTE: Phone calls acceptance/denial or 5 minutes Assistant
will also be application for
entertained, but will appointment and take
be asked for email necessary action as
copy of letter advised
request for recording
purposes
4.Receive 4. Inform/Coordinate with 5 minutes Secretary
confirmation/denial applicant details of
of request approval or denial or
postponement
4.1 Plot in the OA 5 minutes
calendar to recording of
appointment/meeting /
escort to OA’s office
TOTAL None 35 minutes
OFFICE OF THE ADMINISTRATOR
Internal Services
1. PROCESSING OF INTERNAL DOCUMENTS FOR THE EXECUTIVE
ASSISTANT V OR ADMINISTRATOR’S APPROVAL/SIGNATURE
Processes internal documents or correspondences within the MWSS-CO from Support

Offices, and technical groups for the EA V (Chief of Staff) and or for the Administrator’s
signature, approval of disapproval.

Type of G2G-Government to Citizen

Transaction G2B- Government to Business

1. Request letter Client
2. Document Tracking Slip (DTS) Central Receiving Unit
Client Steps Agency Action Fees Processing Person
to be Time Responsible
Paid
1. Submit letter 1. Staff receives and 5 minutes Central Receiving
request to the logs the letter. Unit Staff
Central Records Forwards the letter to
Unit (CRU) the Office of the
Administrator
2. Receives 2. Screen and sends 1 hour Executive
acknowledgement acknowledgement Assistant V
from the Office of letter directing the
the Administrator writer to the
responsible officer
who will act and give
feedback.
2.1 Review,
recommend action
and endorse the
document to the
Administrator
2.2 Approve/ 1 hour Administrator
Disapprove the
request, give None
instructions, and
endorse the
document/s to the
concerned DA/ DM, or
Committee
Chairperson
2.3 Return the 1 hour Executive
documents to the EA Assistant V
for notation and
fulfillment of
instructions
2.4 Release the 15 minutes Records Staff
document to assigned
action officer
3. Await feedback 3. DA/DM carries out 3 days

from the the Administrator’s
concerned office instructions.
assigned by the
Administrator 3.1 Ensure complete
staff work
3.2 If writer is the level 1 day Concerned
of Secretary, Deputy
Undersecretary, Administrator
Officers of the MWSS’ None and/or Division
Concessionaires, Manager
responsible officer
drafts response letter
for the Administrator’s
signature.
4. Approval of the Administrator
response
4.1 If writer is lower Concerned
than the level of the 1 hour Deputy
Administrator, Administrator
concerned DA signs
the letter, copy
furnished the OA
4.2 Dry seal document 5 minutes Records Staff
duly signed by the
Administrator, if
necessary
4.3 Release/ dispatch
document/s to
concerned personnel,
unit/s, and/ or
committee
4.4 Retain a copy for 10 minutes Records Staff

filing purposes
TOTAL None 5 Days
3 hours
OFFICE OF THE
BOARD SECRETARIAT
Internal Services
1. REQUEST FOR COPY OF MINUTES OF MEETING/BOARD RESOLUTION
Office or Division Office of the

Board Secretariat
Type of Transaction G2G-Government to Citizen
G2B- Government to Business
Who May Avail All interested parties
2. Client Request Form Office of the Board Secretariat
Client Steps Agency Action Fees to Processing Time Person
be Paid Responsible
Minutes of Meeting/Board Resolution
1. Submit 1. Staff receives, logs and None 5 minutes Central
letter request forwards the letter to the Receiving
Office of the Board Unit staff
Secretariat
1.1 Receive and record None 5 minutes Executive
the document Assistant III/
Executive
Assistant IV
1.2 Verifies from None 10 minutes Executive
document Assistant III/
management records Executive
Assistant IV
1.3 Prepare None 1 hour Executive
memorandum for the Assistant III/
Board of Trustees for Executive
approval of the release Assistant IV
of requested document
1.4 Send None 15 minutes Executive
acknowledgement Assistant III/
letter with information Board
that the request is Secretary V
subject to the Board of
Trustees approval
1.5 Include the request None 5 minutes Executive
in the Board’s agenda Assistant III/
immediately in the Board
scheduled meeting Secretary V
2. Receive 2.Upon clearance by None Executive
the the Board, release the Assistant III/
requested document to the 1 day Executive
document requesting party. Assistant IV
In case denial by the Board
Board, prepare letter Secretary V
relaying Board action
TOTAL None 1 day, 50 minutes
**Actual Release of Minutes would usually take 2 weeks
2. REQUEST FOR COPY OF SECRETARY’S CERTIFICATE/OTHER BOARD PAPERS
Office or Division Office of the Board Secretariat

Type of Transaction G2G-Govenment to Citizen

Who May Avail All interested parties

2. Client Request Form Office of the Board Secretariat
1. Fill out and 1. Check the None 10 minutes EA III/ EA IV
submit the CRF completeness of
required data
2. Receive 2.Approval/Disapproval None 5 minutes Board Secretary V
feedback of the request
2.1 If approved, None 20 minutes EA III/ EA IV
process the request
3. Receive 2.2 Release of None EA III/ EA IV
requested document
document
LEGAL SERVICES
Internal Services
1. REQUEST FOR LEGAL OPINION and CONTRACT REVIEW
Office or Division Legal Services Department
Classification Highly Technical
Type of Transaction G2C- Government to Citizen
Who May Avail Requesting department or office

1. Letter of Request Legal Services Department
Client Agency Action Fees to be Processing Person

Steps Paid Time Responsible
1. Submit 1.Accept and preliminarily 5 minutes Receiving

documents assess completeness of personnel/ staff
to Receiving documents attached to the
Officer request
2. Receive a 2. Assigns the request to a 1 hour Department

copy of the handling lawyer and issues Manager
document instructions
submitted
duly
stamped
‘RECEIVED”
None
2.1. Review and drafting of Attorney III
formal opinion
10 days
2.2 Final review and approval Department
Manager
3. Receive 3. Release to requesting party 5 minutes Administrative Staff

the
document
requested
TOTAL None 10 days, 1

hour,10
minutes
2. ISSUANCE OF CERTIFICATE OF NO PENDING ADMINISTRATIVE CASE
Office or Division Legal Services Department
Type of Transaction G2C- Government to Citizen

1. Court Order Legal Services Department
Client Steps Agency Action Fees to Processing Person Responsible

be Paid Time
1. Send 1. Accept and preliminarily

accomplished assess completeness of
request for documents attached to
Certificate of No request,
Pending if Incomplete - Inform
Administrative requesting party of
Case any deficiency and
enumerate the
1 hour Attorney III / IV
missing requirements
• None
if Complete – inform
employee on the date
and time to pick-up
the Certification
1.1 Process request
2. Receive the 2. Release the Certificate 5 minutes Releasing Officer

Certificate
1 hour and
TOTAL None
5 minutes
POLICY, PLANNING AND PUBLIC RELATIONS
External Services
1. CUSTOMER RELATED REQUEST/RESOLUTION OF CUSTOMER COMPLAINTS
e.g. unattended leak, water interruption advisories, excessive/average billing, rate
reclassification, refusal to provide water service connection, illegal connection, selling water,
overflowing sewer connection, desludging services, conversion from bulk selling to individual
metering, right of way issues.
Office or Policy, Planning and Public Relations

Division

Who May All Clients
Avail
1. Written Complaint Complainant / Agency concerned
COMPLAINTS RECEIVED THROUGH EMAIL, FAX, FACEBOOK OR SNAIL MAIL
Complaints are forwarded to concerned Concessionaire or the Regulatory Office for appropriate
action
1. Submits written 1. Acknowledge the letter 20 minutes Customer Service
complaint through not later than the next Relations
e-mail, fax or post working day from date of None Specialist
Email: receipt
info@mwss.gov.ph
or
enny.deleon@mwss
.gov.ph;
Fax: 8928-22-52
2. Provides the 2. If incomplete

details of the information, gather the
complaint details of the complaint
from the complainant
3. Receive the 3. Register the complaint
reference number in the Complaints Report
of the complaint Log and assign
filed and contact reference number
details of PPPRD
for possible
follow-up
3.1 Prepare written 1 hour
advice on the CO’s
resolution process and
the timeframe of
resolution
4. Wait for 4. Prepare endorsement 15 minutes Concerned action
feedback to concerned office officer from the
responsible Office (Maynilad,
Concessionaire or Manila Water,
directly to the Regulatory WSMD)
Office-Customer Service
Regulation Area
4.1 Prepare response to Customer Service
complainant Relations
Specialist
None
3 days for simple, 7 days for

complex and 45 days for highly-
technical complaints
TOTAL None
COMPLAINTS RECEIVED THROUGH PHONE
Complaints are forwarded to concerned Concessionaire or the Regulatory Office for appropriate
action
1. Calls 1. Receives phoned-in None 5 minutes Private
Complaints/ complaint. Secretary
Feedback Officer
at 1.2 Logs and hands the
3433-39-87 or phone to CSRS
8928-22-52
1.3 Transcribes 15 minutes
complaints in the
Complaint Record
Form, give
suggestions, answers
queries, advise
resolution process.
2. Wait for 2. Prepare endorsement 1 day Customer
feedback to concerned office Service
responsible Relations
Concessionaire or Specialist /
directly to the Department
Regulatory Office- Manager,
Customer Service PPPRD
Regulation Area
2.1 Acts on the Processing time Regulatory
complaint e.g. may require 7 Office,
conducts working days if Maynilad,
investigation or referred to the Manila Water,
hearing, refer for Concessionaire Dept Mgr.,
legal comment for investigation Water &
2.2 Sends official reply to and resolution Sewerage
complainant, upon Department
receipt of feedback
from action officer
2.3 Furnishes copy of the
reply to PPPRD
3 days for simple, 7 days for
complex and 45 days for highly-
TOTAL None technical complaints
WALK IN COMPLAINTS
1. Secure 1. Guard verifies the identity 20 seconds
visitors’ pass of the customer
from the guard
by providing a 1.1 Conduct non-invasive
valid ID with screening, such as
picture and temperature checks, wearing
signs the of face mask, hand
visitor’s logbook sanitation, and symptom
questionnaires. If the
visitor’s temperature is more
than 37.5 0C even after 5-10 None Security Guard on
minute rests, the Client will duty
not be allowed to enter the
premises.
1.2 Gives CRF and direct the 10 minutes
Client to PPPRD
1.3 All Necessary meetings

with outsider/s shall be held
at the ground floor lobby and
shall all times observe
proper social distancing
2. Fill-up the 2. Assist Client in 5 minutes Private Secretary
CRF accomplishing the form,
check completeness of the
accomplished form and
directs Client to action officer
3. Wait at the 3. Assign complaint 15 minutes

Visitor’s reference number give
Receiving area feedback details;
(Ground Floor)
3.1 Get details and
circumstance surrounding
the complaint Customer Service
Relations Specialist
3.2 Advises the complainant
of the CO’s resolution
process and the timeframe
of resolution (7 days for
simple complaints and 45
days for complex
complaints);
3.3 Answers queries, offers

solution
4. Receive 4. Provide a copy of the CRF
reference to the Client and information
number for the on how to contact
complaint filed responsible officer for follow-
and contact up, if necessary
details of
responsible
officer
4.1 Transcribes complaint None 10 minutes Customer Service
and prepare referral letter to Relations Specialist
responsible office/action
officer
4.2 Acts on complaint and None Action Officer from
prepares feedback to Regulatory Office,
complainant copy furnished Maynilad/
PPPRD Manila Water/
Dept Mgr. Water &
Sewerage Department
3 days for simple, 7 days for complex and

TOTAL None 45 days for highly-technical complaints
2. GUIDED TOUR OF WATER AND SEWERAGE FACILITIES

Division

Who May Students, Visitors and Guests
Avail
1. Request Letter for guided tour of facilities Requesting party
Client Steps Agency Action Fees Processing Person Responsible
to be Time
Paid
1. Sends a 1. Receives and logs the 5 minutes Private Secretary
letter of request request
1.1 Coordinate None 1 hour Customer Service
schedule with facility Relations Specialist /
manager to be Planning Officer III
visited (subject to
availability of
facility).
1.2 Notes and
delegates action to
proceed and
coordinate final
details, requirements
and assignment of
resource persons
1.3 Coordinate with Customer Service
the facility resource Relations Specialist /
person Planning Officer III
2. Receive 2. Confirm schedule of 30 minutes Customer Service
confirmation proposed tour either by Relations Specialist /
email, fax, text or phone Planning Officer III
In case of non-
availability of facility to
be visited, send notice to
requesting party
3. Actual tour 3. Accompany the group Depends on

as scheduled and give lecture on the number of
actual date of tour participants and
tour
requirements
TOTAL None 1 hour 35
minutes
4. PROCESSING OF REQUEST FOR INFORMATION THROUGH THE FREEDOM TO

INFORMATION RECEIVED VIA EMAIL
Office or Division Policy, Planning and Public Relations

Classification

Who May Avail All External Clients/General Public

1. Email request FOI Request Form Downloadable to MWSS website
to be Time
Paid
1. Submit FOI 1. Accept and evaluate 10 minutes Planning Officer III /FOI
request through request Receiving Officer
info@mwss.gov.ph
None
2. Receive the 2. If the information 1 day Planning Officer III /FOI
requested being requested is Receiving Officer
information posted in the website,
the FRO shall inform
the requesting party of
the said fact and
provide them with the
website link
TOTAL
1 day, 10 None
minutes
PROCESS FOR COMPLEX and HIGLY TECHNICAL FOI REQUESTS RECEIVED VIA EMAIL
1. Submit FOI 1. Acknowledge receipt None 2 days FOI Receiving Officer/

request through 1.1 Evaluate request. If Planning Officer III
info@mwss.gov.ph the information
being requested
requires further
validation and a
thorough search of
records, the FRO
shall forward the
request to the
department/group
responsible and
inform the
requesting party
1.2 Responsible None 5 days Department/Group with
department/group the information being
to receive request requested
and provide the
required information
to FRO
2. Requesting 2. Acknowledge receipt None 10 minutes
party to receive and forward the
requested required information to
information the requesting party
7 days for complex and 20 days for
TOTAL None highly technical information
POLICY, PLANNING AND PUBLIC RELATIONS
Internal Services
1. AUTHOR SERVICES
As may be directed, the PPPRD can conceptualize, research and write content for
information education materials, reports, audio-visual communication and other campaign
paraphernalia.

Division
Type of G2G- Government to Government

Transaction
Who May Avail Administrator
Deputy Administrator
1. Memorandum or letter request, or Office Order Office of the Administrator
th
2. Client Request Form Planning Division
th
Client Agency Action Fees to be Processing Person
Steps Paid Time Responsible
1. Write a 1. Accept the request 1 minute Private Secretary
request letter
letter
2. Fill-out 1.1 If within the 1 hour Dept. Manager,
Request competence, scope of PPPRD
Form the department’s
mandate
1.2 Approved request 3 minutes Planning Officer III
is forwarded for
inclusion in the
PPPRD’s calendar of
activities
1.3 PPPRD None. 7 days Planning Officer III
implements the project Production before the and IV / Customer
in accordance with the cost is timeline Service Relations
timeline and other assumed by Specialist
particulars specified in the
the Request Form requisitioner
1.4 The requesting 3 minutes Private Secretary

department receives
the requested product
by signing the Project
Completion Form
TOTAL None 7 days
2. OFFICE PERFORMANCE COMMITMENT REVIEW (OPCR) MANAGEMENT

Transaction
Who May Avail All Department Offices

1. Annual Performance Evaluation Planning Division
th
Scorecard (PES) 4 Floor MWSS Main Building
2. Office Performance Commitment
and Review (OPCR)
Client Agency Action Fees to Processing Person
Steps be Paid Time Responsible
1. Receive 1. Cascade annual 1 hour Planning Officer IV
copy of PES performance targets
with major final outputs
with a request to submit None
OPCR for the
forthcoming
performance year
2. Prepares 2. Assigns/distributes 1 day Planning Officer III
and submits MFOs ; reconciles the and IV
OPCR for Performance Indicators
the given with corporate
assessment programs, target, and
period strategies to concerned
department
2.1 Recommends
performance indicators
and targets to the
Performance
Management Team
2.2 If no revisions are 1 hour Department
made recommend to Manager, PPPRD
the PMT Chairman for
approval
3.Receive 3. If re-alignment and 1 day
memo on re- additional PIs are
aligned made, return the OPCR
OPCR
4. Revise 4. Review and 1 hour Department
the OPCR recommend to PMT Manager , PPPRD
Chairman for approval
TOTAL None 2 day, 3
hours
** Review
per
department
3. PREPARATION AND DISSEMINATION OF PRESS RELEASES
Press releases are posted at the website and social media platform page of the agency, and
individually sent through email to media partners.

Transaction

1. None Requesting party
1. Submit 1. Receive and take 15 minutes Department
information, note of information Manager, PPPRD
report, details None
1.1 Verify and review
information
1.2 Assign to staff
1.3 Draft press release 1 day Planning Officer III,
IV and V /
Customer Service
Relations Specialist
1.4 Conduct complete 1 hour Department
staff work and authorize Manager, PPPRD
online
release/dissemination to
media
TOTAL None 1 day, 1 hour, 15 minutes
4. PHOTO-VIDEO SERVICES
Division

Transaction
Who May Avail Internal Clients

1. Client Request Form (CRF) PPPRD
be Paid Responsible
1. Fill out the 1. Receive, screen None 5 minutes Planning Officer III
CRF completeness of data
provided
1.1 If meritorious, the 5 minutes Planning Officer V
request is approved by
the Planning Division
2. Accompany 1.2 One staff is 5 minutes Planning Officer III /
PPPRD staff to assigned to provide Private Secretary /
the event to be the service COS
documented
5. RELEASE OF RECORDS
PPPRD safekeeps vital documents such as Performance Evaluation Scorecard,
Corporate Governance Scorecard documents, Annual Reports,
Operational/accomplishment reports, Information Kit, PMT Resolutions, Report of
UPCIFAL’s Stakeholder Satisfaction Survey and FOI Manual.

Division

Transaction
Who May Avail MWSS-CO employee

1. Duly accomplished Document Retrieval Request Form Planning Division
th
Client Steps Agency Action Fees to be Paid Processing Person
Time Responsible
1.Fill out and 1. Receive the None 1 minute Private
submit the request form Secretary
Document
Request Form
1.1 Check the 2 minutes Planning Officer
completeness of IV
the request form
then approve the
request
2. Receive the 2. Retrieve the 30 minutes Planning Officer
document records III
6. PROVISION OF SECRETARIAT SERVICES TO THE MANCOM
The PPPRD provide assistance to the Office of the Administrator in the exercise of its
function as MANCOM chairperson. The PPPRD has been designated to perform Secretariat
function by the Administrator.

Division

Transaction
Who May Office of the Administrator
Avail
1. Not applicable Not applicable
be Paid Time
1. Inform 1. Send out notice and None 1 day PPPRD staff
PPPRD of agenda
meeting details
1.1 Recording, 3 working days PPPRD staff
transcription, review up after the
to approval of the meeting
minutes
TOTAL None 3 working days
after the
meeting
III. ENGINEERING AND
TECHNICAL OPERATIONS
GROUP
FIELD OPERATIONS MANAGEMENT
Internal Services
1. REVIEW/EVALUATION OF CONCESSIONAIRES’ PROJECT PROPOSALS
Office or Division Field Operations Management


Who May Avail Concessionaires

1. Proposal letter for evaluation and approval Client
1. Submit to 1. DA, ETOG
ETOG forwards to FOMD for
evaluation/appropriate
action None
1.1 Department
Manager assigns
project evaluator
1.2 Evaluator
conducts evaluation
based on roadmap,
existing standards Department
and specifications, Manager, FOMD
capex investment
program, Concession
Depends on
Agreement
project
1.3 If found in order,
proposal
drafts letter and
forwards to DM,
FOMD for further
review,evaluation to
be signed by DA,
ETOG
1.4 Evaluate
recommendation by
DM, FOMD Deputy
1.5 Sign letter Administrator,
addressed to Engineering and
Concessionaire for Technical
compliance of Operations Group
comments
2. Receive the 1-2 hours
letter with
checklist for
compliance
TOTAL None 20 working
days
SITE OPERATIONS MANAGEMENT
External Services
1. SPECIAL REQUEST FOR CLOSURE OF THE UMIRAY TUNNEL
In case of unplanned schedule such as site inventory, contractor’s inspection on site,

delivery of spare parts for the emergency repair works on site, Medical mission, etc., a
request for closure of the tunnel must be secured from the Site Operations Management
Department.
Office or Division Site Operations Management
Classification Complex
Type of Transaction G2G-Government to Citizen, G2B- Government to Business


1. Submit letter 1. Staff receives and None 5 minutes Human Resource

request to the logs the letter. Organizational
Central Records Development and
Unit (CRU) Learning
Department &
Engineering and
Technical
Operations Staff
2. Evaluate request None Division Manager,
consideration of the Umiray Operation
following: Management
2. Wait for
i. Shifting schedule
approval or
advise on the ii. Availability of
schedule operational railcar/
trolley (and barge, if
needed)
iii. Angat Reservoir
elevation
3. Sign Waiver, if 3. Sent letter/ None Department

approved. information of Manager, Site
approval or dis- Operations
approval Management
Division
The Client shall 3.1 If approved, inform None Division Manager,

be on the site 1- by radio operator at Umiray Operation
hour before the Angat Dam of the Management
scheduled time of schedule of closure
deployment.
3.2 Inform by radio None Angat Operator

Operator at Umiray of
Angat Dam,
the schedule of
Norzagaray
closure
Bulacan
3.3 Close the 4 intake None Umiray Operator
gate to dry up the
Makina, Umiray,
water 4 hours before
Quezon
the scheduled time of
deployment
TOTAL None 7 days from receipt to approval
of request and does not include
the actual tunnel closure
2. ISSUANCE OF CERTIFICATES FOR THE FINAL INSPECTION, ACCEPTANCE

AND TURN-OVER OF COMPLETED FACILITIES
Office or Division Site Operations Management
Classification Highly-Technical
Type of G2B- Government to Business
Transaction
Who May Avail Contractors, Concessionaires


Paid
1.Submit letter 1. Staff receives and logs None 5 minutes Human

request for the letter. Resource
inspection to the Organizational
Central Records Development
Unit (CRU). The and Learning
following documents Department &
shall be attached:
Engineering
- Initial punchlist and Technical
jointly conducted by Operations
the Contractor and Staff
MWSS team
incorporating the: i.
list of deficiency
works, ii. actions to
be taken, iii. Date of
rectification
2.Wait for the joint 2.Evaluate the submitted

final inspection Punchlist and send
schedule information of the
schedule
3.Joint Final 3.Conduct verification

Inspection and actual site visit
3.1 Verify whether

the Contractor/ Client
have completed the
rectification works
specified on the
Punchlist
3.2 Facility checkouts/

walkthroughs
4. Resolve all pre- 4. Document

start findings discrepancies and
deficiencies and inform Department
Contractor to rectify Manager, Site
None Operations
4.1 Conduct Re-
Management
inspection and
Division
acceptance testing
5. Submit project 5. Issue Certificate of

information and Completion/ Acceptance
records turnover after submission of the
following Turn-over
Documents, as specified
in the Contract:
5.1 Operations and
Maintenance manuals
5.2 Manufacturers
Warranties
5.3 Final Project Closeout
Report and Completion
Report
5.4 Approve As-built
drawings
TOTAL None 20 days
IV. MANAGEMENT SERVICES
GROUP
OPERATIONS SUPPORT
External Services
1. REPAIRS AND MAINTENANCE OF FACILITIES
Office or Operations Support Department

Division
Type of G2G- Government to Employee
Transaction G2G- Government to Government
Who May Avail All employees
1. Service Request for Repair (SRR) Building and Grounds Maintenance

2. Job Order (JO) Officer
3. Pre-Post Inspection Report (IR)
Client Steps Agency Action Fees to be Processing Person Responsible
Paid Time
1. Fill up and 1. Accept request None 3 minutes Client

submit JO or form
SRR
1.1 Building & 4 hours Building and Grounds
Facilities Maintenance Officer
Perform inspection
1.2 Equipment
Perform diagnostic
procedure
1.3 Prepare Pre-

IR
Notify the end 2 minutes Building and Grounds
user if equipment Maintenance Officer
can be repaired in-
house or to be
outsourced
If to be outsourced
End-user will None
canvass for
supplier/contractor
If in-house/by
administration
1.4 Prepare PR
and cost estimate
1.5 Endorse the 2 minutes Building and Grounds
document to the Maintenance Officer
end-user
1.6 Repair the Case-to- Building and Grounds

facility part / case basis Maintenance Officer /
equipment Outsourced
1.7 Prepare post 4 hours Building and Grounds

Inspection Report Maintenance Officer
2. 2. Certify that the Client

Acknowledge facility part /
/ sign the equipment is in
Post-IR and good working
fill out the condition
Client
feedback
portion of the
TOTAL None 1 day, 1
hour
**Regular Disinfection of the office or workplaces are done in line with

COVID-19 prevention
** Meeting rooms were created at the first floor for reception of guests and
official meeting with official guests
2. PAYMENT OF UTILITIES
Office or Division Operations Support Department
Type of Transaction G2G- Government to Employee
1. Statement of Accounts Service Providers

1. Receive 1. Receive SOA from 2 minutes Operations

statement of service providers Support Staff
None
accounts (SOA)
1.1 Prepare 4 hours Operations

computation of Support Staff
utilities sharing for
agencies and offices
concerned (tenants)
1.2 Computation for Department
review and approval Manager OSD,
by Manager and DA, Deputy
MSG Administrator for
Management
Services Group
1.3 Upon approval, 2 hours Operations
transmit letter to all Support Staff
concerned agencies
for payment of shares
1.4 Prepare None 1 hour Operations
Disbursement Support Staff
Voucher (DV) and
Budget Utilization Slip
(BUS)
1.5 Approval of OSD None 5 minutes Department
Manager Manager, OSD
1.6 Endorse to None 5 minutes
Finance Department
TOTAL None 7 hours, 12
minutes
1.
3. VENUE ACCOMMODATION (Rental of the Bulwagan and Multi-Purpose
Gym and other facilities)
Type of G2C- Government to Citizen


1. Letter of Request Client
1. Submit a 1. Receives letter None 2 minutes Utility Worker
letter of Checks availability
request for of venue/space
use of
venue/rental
1.1 Discuss with None 5 minutes Procurement
requesting party on Officer A
the details of the
transaction e.g.
use of
1.2 Approves None 1 hour Department
request Manager OSD /
Deputy
Administrator for
Management
Services Group
1.3 Issues Order of None Procurement
Payment Officer A
2. Proceed to 2. Informs None 2 minutes Procurement
Cashier requesting party of Officer A
the approval
3. Signs None 2 minutes
contract
4. Presents 4. Records None 5 minutes Utility Worker
OR to OSD payment
personnel Issues 1 copy of
approved
application/contract
4.1 Prepares None 5 minutes Procurement
venue to be rented Officer A
TOTAL None 1 hour,16
minutes
OPERATIONS SUPPORT
Internal Services
1. TRANSPORTATION SERVICES (Request for Driver and Vehicle for Official
Trips)

1. Trip Ticket Client
be Time Responsible
Paid
1. Call/proceed 1. Looks for None 5 minutes OSD Staff
to OSD to availability of driver
request for and vehicle
vehicle
1.1 Confirms to None 1 hour OSD Staff
employee availability
of driver and vehicle
2. Fills out Trip 2. Receives None 10 minutes
Ticket Form and accomplished trip
submit to OSD ticket and secures
approval of
immediate
supervisor
2.1 Trip ticket None 10 minutes Department
approval Manager , OSD
3. Prepares and 3. Perform vehicle None 10 minutes Driver
waits for the disinfection
arrival of the
vehicle on
scheduled time 3.1 Fetches
employee/s
TOTAL None 1 hour, 35
minutes
2. REPAIR OF FACILITIES AND EQUIPMENT


Transaction

1. Service Request for Repair (SRR) Building and Grounds
2. Job Order (JO) Maintenance Officer
3. Pre-Post Inspection Report
1. Fill up and 1. Accept request form None 3 minutes Client
submit JO or
SRR
1.1 Building & Facilities
Perform inspection
1.2 Equipment
Perform diagnostic
procedure
1.3 Prepare Pre-IR

Notify the end user if
equipment can be
repaired in-house or to
be outsourced
Building and
If to be outsourced
Grounds
End-user will canvass for 1 Day
Maintenance
supplier/contractor
Officer
If in-house/by
administration None
Prepare PR and cost
estimate
1.4 Endorse the
document to the end-
user
1.5 Repair the facility
part / equipment
Prepare post-IR
2. Acknowledge 2. Certify that the facility 10 minutes Building and

/ sign the Post- part / equipment is in Grounds
IR and fill out good working condition Maintenance
the Client Officer
feedback
portion of the
TOTAL None 1 day, 10
minutes
3. VENUE ACCOMMODATION (Rental of the Bulwagan and Multi-Purpose
Gym and other facilities)

1. Letter of Request Client
1. Submit a letter 1. Receives letter None 2 minutes Utility Worker
of request for use Checks availability of
of venue/rental venue/space None 5 minutes Procurement
1.1 Discuss with Officer A
requesting party on None 1 hour DM OSD, DA
the details of the MSG
transaction e.g. use None Procurement
of Officer A
1.2 Approves
request
1.3 Issues Order of
Payment
2. Proceed to 2. Informs requesting None 2 minutes Procurement
Cashier party of the approval Officer A
3. Signs contract 3. Approve Contract None 2 minutes
4. Presents OR to 4. Records payment None 5 minutes Utility Worker

OSD personnel Issues 1 copy of
approved
application/contract
5. Prepares venue to None 2 hours Procurement
be rented Officer A
minutes
4. PROCESSING OF REQUISITION ORDERS

1. Requisition Order Client
2. Abstract of Canvass
1. Submit RO 1.1 Evaluate request

together with if provided in the
supporting budget
documents
1.2 Process the RO.
Check computation
Procurement
and total amount 2 Hours
None Officer A
1.3 Forward to
Budget Section and
approval signatories
1.4 Return the RO to
OSD for preparation
of LO
TOTAL None 2 Hours
5. REQUEST FOR OFFICE SUPPLIES


1. Requisition Issue Slip (RIS) OSD Staff
Client Steps Agency Action Fees to be Processin Person
Paid g Time Responsible
1. Submit the 1. Receives RIS form None 2 minutes Utility Worker
completed RIS and checks the
form completeness of form
submitted None 10 minutes Procurement
1.1 Checks the Services Chief
availability of
requested supplies None 5 minutes DM OSD,
1.2 Approves request
2. Receive 2. Issuance of Office None 1 hour Procurement
requisition items Supplies Services Chief
TOTAL None 1 hour ,17
minutes
6. REQUEST FOR EMERGENCY MEDICINES


1. Medicine Request Form OSD Staff
1. Submit the 1. Receives None 2 minutes Utility Worker
completed Medicine Request
Medicine Request Form and checks the
Form completeness of form
submitted None 5 minutes Utility Worker
2. Checks the
availability of
requested emergency
None 2 minutes Procurement
medicine
Services Chief
3. Approves request
2. Receive 2. Issuance of None 10 minutes Procurement
medicine emergency medicine Services Chief
7. DELIVERY OF LETTERS


1. Document Control Unit (DCU) FORM OSD Staff
1. Submit the 1. Receives Medicine None 2 minutes Utility Worker
completed form Request Form and
from checks the
completeness of form None 10 minutes OSD Staff
submitted
1.1 Checks the
availability of driver
for the day
1.2 Delivery of
Letters
2. Receive the None 1 day OSD Staff
copy of
“Received”
document
TOTAL None 1 day,12
minutes
HUMAN RESOURCES
AND
ORGANIZATIONAL DEVELOPMENT
AND LEARNING DEPARTMENT
External Services
1. REQUEST FOR SERVICE RECORD
Office or Human Resources and Organizational Development and Learning

Division Department
Type of G2C – Government to Citizen
Transaction
Who May Avail All employees including Inactive/Retired/Separated Employees
1. Document Request Form Central Records Unit –
DCC
2. Proof of Identification (At least Two (2) Government Issued Client
ID – Passport, Driver’s License, UMID ID, PRC ID, Postal
ID, etc.)
3. Special Power of Attorney (For representative – Immediate Client
Family Member)
4. If Deceased Employee, requesting party shall submit the Client / National Statistics
following: Office
 If Wife – NSO Certified Marriage Contract and
Deceased NSO Certified Death Certificate;
 If Child – NSO Certified Birth Certificate, NSO
Certified Death Certificate of both Parents, NSO
Certified Marriage Contract of Parents, NSO
Certified Birth Certificates of Sibling and waiver if
he/she represent the others;
 If nearest of Kin – Affidavit of Two (2) disinterested
party in addition to NSO Certified Death Certificate
*ALL LEGAL DOCUMENTS MUST BE DULY NOTARIZED
(e.g. Affidavits, Waivers, SPA)
1. Submit
filled up
1. Receive request and
request form Employee Relations
check submitted None 15 Minutes
for issuance Officer
identification
of Service
Record
2. Retrieve 201 file from the
2. Get copy of Employee Relations
Records Room / Electronic None 10 Minutes
request Officer
Files
2.1 Evaluation and Human Resource
None 20 Minutes
Validation of Records Services Officer
2.2 Encoding of Service
None 10 Minutes Records Officer A
Record
Dept. Manager A,
2.3 Review and Approval None 10 Minutes
HRODL
3. Receive
Copy of 3. Releasing of Service
None 5 Minutes Records Officer A
Service Record
Record
TOTAL None 1 hour and 10
**All Request Forms may be submitted/ filed through min
HRODL Helpdesk at helpdesk.hrodl@mwss.gov.ph
2. REQUEST FOR LEAVE OF ABSENCES WITHOUT PAY (LAWOP)
Office or Division Human Resources and Organizational Development and Learning

Department
Type of Transaction G2C – Government to Citizen

1. Document Request Form Central Records Unit –
DCC
2. Proof of Identification (At least Two (2) Government Issued ID Client
– Passport, Driver’s License, PRC ID, UMID ID, Postal ID
etc.)
3. Duly Notarized Special Power of Attorney (For representative Client
– Immediate Family Member)
4. If Deceased Employee, requesting party shall submit the Client / National Statistics
following: Office
Certified Death Certificate of both Parents, NSO
Certified Marriage Contract of Parents, NSO Certified
Birth Certificates of Sibling and waiver if he/she
represent the others;
 If nearest of Kin – Affidavit of Two (2) disinterested
party in addition to NSO Certified Death Certificate
*ALL LEGAL DOCUMENTS MUST BE DULY NOTARIZED
(e.g. Affidavits, Waivers, SPA)
1. Submit filled up
1. Receive request
request form for
and check submitted None 15 Minutes Employee
issuance of
identification Relations Officer
Certificate of LAWOP
2. Retrieve 201 File
2. Get a Copy of their Employee
from Records Room None 10 Minutes
Request Relations Officer
or Electronic File
2.1 Encoding of
Leave Without Pay Human Resource
None 20 Minutes
Certification and Services Officer
Validation of Records
2.2 Review and
Dept. Manager A,
Approval of Service 10 Minutes
HRODL
Record
3. Claim and Receive
3. Releasing /
Copy of the
Issuance of Service None 5 Minutes Records Officer A
Certificate of Leave of
Record
Absence Without Pay
TOTAL None 1 hour
**All Request Forms may be submitted/ filed through
3. REQUEST FOR CERTIFICATE OF EMPLOYMENT (COE) / CERTIFICATE OF
EMPLOYMENT WITH COMPENSATION (COEC)

Department
Type of Transaction G2G- Government to Government

G2C- Government to Citizen

1. Document Request Form Central Records Unit – DCC
2. Proof of Identification (At least Two (2) Client
Government Issued ID – Passport, Driver’s
License, UMID ID, Postal ID etc.)
3. Duly Notarized Special Power of Attorney (For Client
representative – Immediate Family Member)
1. Submit filled
1. Receive request and
up request form
check submitted None 15 Minutes Employee
for issuance
identification Relations Officer
COE or COEC
2. Retrieve 201 File from
2. Get a Copy of Employee
Records Room or None 10 Minutes
their Request Relations Officer
Electronic File
2.1 Encoding of Leave
Without Pay Certification Human Resource
None 10 Minutes
and Validation of Services Officer
Records
2.2 Review and Approval Dept. Manager A,
10 Minutes
of Service Record HRODL
3. Claim and
3. Releasing / Issuance
Receive Copy of None 5 Minutes Records Officer A
of Service Record
COE or COEC

4. REQUEST FOR ENDORSEMENT OF APPLICATION TO GSIS FOR RETIREMENT /
CASH SURRENDER

Department
Type of Transaction G2E- Government to Employee

G2G – Government to Government
Who May Avail Active and Inactive Employees of MWSS-CO

2. Proof of Identification (At least Two (2) Government GSIS
Issued ID – Passport, Driver’s License, UMID ID,
Postal ID etc.)
4. If Deceased Employee, requesting party shall submit
the following:
Certified Death Certificate of both Parents,
NSO Certified Marriage Contract of Parents,
NSO Certified Birth Certificates of Sibling and
waiver if he/she represent the others;
 If nearest of Kin – Affidavit of Two (2)
disinterested party in addition to NSO Certified
Death Certificate
*ALL LEGAL DOCUMENTS MUST BE DULY
NOTARIZED (e.g. Affidavits, Waivers, SPA)
be Paid Time
1. Submit
Application GSIS
1. Receive
Form for None 15 Minutes
Application Records Officer A
retirement / cash
surrender value
1.1 Completion of All
documents /
Employee Relations
attachments such as None 10 Minutes
Officer
Service Record and
Lawop
1.2 Evaluation /
Human Resource
Validation of None 10 Minutes
Services Officer
documents
1.3 Endorsement to Human Resource
GSIS thru Authorized 10 Minutes Services Officer / Liaison
Liaison Officer Officer
5. REQUEST FOR CERTIFICATE OF PAG-IBIG CONTRIBUTION / LOAN AND GSIS
CONTRIBUTION / LOAN REMITTANCE

Department
Simple
Classification
Who May Avail Active Employees of MWSS-CO

1. Submit filled up
request form for 1. Receive request
issuance Certificate and check submitted None 15 Minutes
Records Officer A
of Pag-IBIG / GSIS identification
Remittance
2. Validate records of
2. Get a Copy of Employee
Remittances and None 10 Minutes
their Request Relations Officer
Receipts
2.1 Preparation of
Certificate of
Human Resource
Remittance of GSIS / None 10 Minutes
Services Officer
Pag-IBIG
Remittances
2.2 Review and
Approval of
Dept. Manager A,
Certificate of 10 Minutes
HRODL
Remittance of GSIS /
Pag-IBIG
3. Claim and
Receive Copy of 3. Releasing /
Certificate of Pag- Issuance of Service None 5 Minutes Records Officer A
IBIG / GSIS Record
Remittance
6. REQUEST FOR APPLICATION FOR PROVIDENT BENEFITS (APB) CLAIM

Department

G2G – Government to Government
Who May Avail All employees including

2. Proof of Identification (At least Two (2) GSIS
Government Issued ID – Passport, Driver’s
License, UMID ID, Postal ID etc.)
4. Exit Statement of Assets, Liabilities and Networth Client
Paid Time
1. Submit
Application for
processing of
1. Receive Application None 15 Minutes
Provident and Records Officer A
Return of
Premiums
1.1 Completion of All
Employee Relations
documents / attachment None 10 Minutes
Officer
such as Service Record
Human Resource
1.2 Evaluation / Services Officer and
None 10 Minutes
Validation of documents Department Manager
A, HRODL
2. Received
2. Release Application None 10 Minutes Records Officer A
Application
7. REQUEST FOR CERTIFICATE OF PHILHEALTH CONTRIBUTION / REMITTANCE

Department
Who May Avail Active Employees of MWSS-CO

1.1 Prepare and
1. Fill up Request validate certificate None 1 Hour
Records Officer A
of contribution
1.2 Review and Human Resource
Approval of Services Officer
Certificate of None 15 Minutes and Department
Contribution / Manager A,
Remittance HRODL
2. Receive copy of
PhilHealth Employee
1.3 Release None 10 Minutes
Contribution Relations Officer
Premium
**All Request Forms may be submitted/ filed minutes
through HRODL Helpdesk at
helpdesk.hrodl@mwss.gov.ph
8. REQUEST FOR THE RELEASE OF TERMINAL LEAVE PAY
Office or Division Human Resources and Organizational Development and Learning Department

Who May Avail Retired/Inactive Employees of MWSS-CO
1. Filled-Up Leave Application Form Central Records Unit – DCC
2. General Clearance MWSS – Corporate Officer / HR
3. CSC Clearance Civil Service Commission
4. Notarized Exit Statement of Assets, Liabilities Client
and Networth (SALN)
Paid Time
1. Submit filled
up leave
application form
1. Receive request None 15 Minutes
for processing Records Officer A
of terminal
leave pay
1.1 Retrieve 201
File/Leave Card
None 10 Minutes Employee Relations Officer
from record room /
electronic file
1.2 Evaluation and
Validation of None 15 Minutes Employee Relations Officer
Records
1.3 Compute
accumulated leave None 1-2 Hours Employee Relations Officer
credits
1.4 Prepare
voucher and
Human Resource Services
forward to Finance None 15 Minutes
Officer
Department for
payment
1.5 Endorsement to
Finance
Department
perform the
auditing, indexing, None 2-3 days Finance Department
budgeting ,
classification and
preparation of
check/s
2. Receive
Check Payment 2. Treasury
None 1 day Finance Department
of Terminal Releases Check
Leave Pay
TOTAL None 3 days and 3
**All Request Forms may be submitted/ filed hours
through HRODL Helpdesk at
9. REQUEST FOR THE RELEASE OF LAST SALARY CLAIIM

Department
Who May Avail Separated/Retired Employees of MWSS-CO

1. Filled-Up Request Form Central Records Unit – DCC
3. Duly Approved Time-Sheet MWSS HR Department /
4. Notarized Exit Statement of Assets, Liabilities Client
and Net worth (SALN)
be Paid Time
1. Submit filled
up request form
for processing of 1.Receive request None 15 Minutes
Records Officer A
Last Salary and
Time Sheet
1.2 Review and
Accomplished Summary of
Time Report for the Last Employee Relations
None 10 Minutes
Cut-Off duly Approved by Officer
his/her respective
Department Manager
1.3 Evaluation and
Employee Relations
Validation of Time Records None 15 Minutes
Officer
and Clearance
1.4 Prepare voucher and
forward to Finance Employee Relations
None 15 Minutes
Department for payment Officer
and Audit
1.5 Signing of Voucher and
Endorsement to Finance
Department to Perform Department Manager
None 15 Minutes
auditing, indexing, A, HRODL
budgeting, classification and
preparation of check/s
TOTAL None 1 hour and
**All Request Forms may be submitted/ filed through HRODL 10 minutes
Helpdesk at helpdesk.hrodl@mwss.gov.ph
10. REQUEST FOR RELEASE OF BACK WAGES AND OTHER CLAIMS PURSUANT TO
COURT DECISIONS

Department
Who May Avail Suspended, Retired, Separated, and Reinstated Employees of MWSS-
CO,
1. Filled-Up Request Form Central Records Unit – DCC
3. Notice of Finality of Court Decision MWSS HR Department
(Claimant Name shall be clearly identified in the
presented Court Decision bearing his/her name
as beneficiary and cleared)
Must be Certified True Copy
4. Notarized Updated / Exit Statement of Assets, Client

Liabilities and Networth (SALN)
to be Time
Paid
1. Submit filled
up request form 1. Receive request
for processing of and all documentary None 15 Minutes
Records Officer A
Last Salary and requirements
Time Sheet
1.1 Review and
Department Manager
Validate all submitted None 10 Minutes
A, HRODL
documents
1.2 Evaluation and
Human Resource
Computation of None 1 Hour
Services Officer
entitled benefits
1.3 Prepare voucher
and forward to Employee Relations
None 15 Minutes
Finance Department Officer
for payment and Audit
1.4 Signing of
Voucher and
Endorsement to
Finance Department Department Manager
None 15 Minutes
to Perform auditing, A, HRODL
indexing, budgeting,
classification and
preparation of check/s
**All Request Forms may be submitted/ filed through minutes
FINANCE DEPARTMENT
Internal Services
1. CHECK PREPARATION
Office or Division Finance Department

Type of G2B- Government to Business Entity

Transaction
Who May Avail All Employees

1. Disbursement Vouchers (DV) Requesting party
2. Budget Utilization Slip (BUS)
Client Steps Agency Action Fees to Processing Person Responsi ble
be Paid Time
1. Submit 1. Receive and check 5 minutes AccountingStaff/ Data
Disbursement completeness of None Encoder
Voucher and documents
Budget submitted.
Utilization Slip
1.1 Prepare check None Cashier A
1.2 Review check None Treasury – Section

prepared and bank Chief
balance
1.3 Approval of check None Division Manager –
payment Fund Management
Division
1.4 Approve/endorse to None Department Manager
authorized signatory
for payment
1.5 Prepare certificate of None 30 mins Claims Control
tax withheld (BIR Analyst
Form 2307 & 2306)
1.6 Signing of check and None 30 mins Department Manager
tax certificates or DA
2. Received 2. Release the check . None 10 mins. Senior Cashier
check and tax and copy of the DV to
withheld the payee (for 3rd Party).
certificate and Attaches OR issued by
issue the payee. Require the
corresponding payee to sign on Box D
official receipt of DV and Check
Registry Book.
TOTAL None 1 hour, 15
minutes
2. AUDIT OF DISBURSEMENT VOUCHERS


Who May Avail Claimants

1. Disbursement Vouchers (DV) Requesting party
2. Budget Utilization Slip (BUS)
3. Other Supporting Documents
1. Submit DV 1. Assign disbursement 5 minutes Accounting Staff /
with complete control number Data Encoder
supporting None
documents
1.2 Certify availability of 30 minutes Budget Officer
funds
1.3 Review and verify 15 minutes Division Manager

availability of funds - Funds
allocation Management
1.4 Verify and examine 2 hours for Claims Control
the DV as to validity, regular claims Specialist /
propriety, Finance Officer
reasonableness of 3 days for 3rd
claims including the party billings
required signatories
and completeness of
supporting
documents.
1.5 Index, post all None 30 minutes Claims Control
verified claims to the Specialist /
index card Finance Officer
1.6 Review /validate the None 1 hours for Claims Control
transaction and affix regular claims Section Chief &
signature in Box B Division Manager
and 1 day for 3rd
party billings
1.7 Sign Box C None 15 minutes Authorized

signatory – DM or
DA
TOTAL None 4 days, 1 hour,
35 minutes
3. BUDGET MONITORING AND CONTROL
Office or Division Finance

Type of G2G - Government to Government

Transaction
Who May Avail All MWSS officials and employees

1. Disbursement Voucher (DV) Originating Office/End User
2. Budget Utilization Slip (BUS) Originating Office/End User
3. Attachments Originating Office/End User
be Paid Time
1. Submit to 1. Receive and log None 10 minutes Document Controller
Finance the forwarded of
Department the submitted
DV and BUS documents.
replete with
attachments or Assign DV and
supporting BUS control
documents numbers as well
as budget code/s.
Require the
Document Forward all
Controller to sign documents to the
the logbook Budget Section
acknowledging
receipt of the
documents
1.1 Check whether None 15 minutes Budget Services Chief
the DV and BUS
are duly signed by
authorized
signatories.
Review
correctness of the
assigned control
numbers for DV
and BUS including
budget code/s.
Affix initial to Box

B of the BUS
Encode in the
BUS Registry the
following: Date,
Payee, Particulars,
Amount and
Assigned budget
code/s
1.2 Forward all

documents to
Division Manager,
FMD
1.3 Review None 15 minutes Division Manager A,
correctness of the Funds Management
assigned budget Division
code/s.
1.4 Sign Box B of

the BUS if amount
involved is P1 –
less than 500,000.
If amount is
P500,000 and
above, affix initial
to Box B of the
BUS.
1.5 Forward all

documents to
Claims Control
Section
1.6 After the None 45 minutes Preliminary/Initial
documents have depending audit: Financial
been examined on the Planning Specialist B/
and audited, the volume of or Finance Officer C
auditor shall affix documents or Claims Control
initial to Box B of and Specialist (Jinkee)
the DV complexity
of Final audit: Corporate
1.7 The transactions Finance Services
documents are Chief A
then forwarded to
the Head, Claims
Control Section for
review and/or
checking
thereof
If the documents
passed in audit,
the Corporate
Finance Services
Chief A shall
likewise affix initial
to Box B of the DV
and forward the
documents to the
Division Head,
FACCD
1.8 The FACCD None 30 minutes Division Manager A,
Division Manager depending Finance Accounting
shall render a final on the and Claims Control
review of the volume of Division
documents and documents
the audit and
performed and if complexity
found in order, of
affix initial to Box transactions
B of the DV
Encode the
following: date,
particulars and
audited amount
1.9 Return the None 5 minutes Division Head,
documents to the FACCD
Budget Section if and
the audited Budget Services Chief
amount is different
from the original
amount of the DV
Amend the BUS

Registry to reflect
the audited
amount
1.10 Forward all None 30 minutes Cashier A
documents to the depending
Cash and on the
Investment volume of
Section documents
Prepare
transmittals and/or
check
Forward all
documents (DV,
BUS, attachments,
transmittals and/or
checks) to the
Chief, Cash and
Investment
Section
1.11 Review None 30 minutes Corporate Finance
transmittals and/or depending Services Chief A,
checks and if on the Cash and Investment
found in order, volume of Section
Chief, Cash and documents
Investment
Section affixes
initial to Box B of
the DV (as to the
availability of
funds) then
forwards all
documents to the
Budget Section
1.12 Review DV None 30 minutes Budget Services Chief
and BUS to check depending
whether all on the
corrections have volume of
been reflected in documents
the BUS Registry
Affix initial to Box

B of the DV (as to
the availability of
funds)
Detach third copy

of the BUS for
safekeeping
Forward all
documents to the
FMD Head
1.13 Review None 30 minutes Division Manager A,
correctness of the depending Funds Management
transmittals and on the Division
checks including volume of
audited and documents
budgeted
amounts. If found
in order, affix initial
to Box B of the DV
(as to funds
availability) and
Check Voucher
1.14 Forward all

documents to the
Manager, Finance
for signature
thereof
1.15 Perform None 30 minutes Department Manager
cursory review of depending A, Finance
all forwarded on the Department
documents. volume of
documents
If found in order,
sign Box B of the
DV. Sign Box B of
the BUS if audited
amount ranges
from P500,000 to
less than
P1,000,000
1.16 Forward all

documents to the
MSG Deputy
Administrator
1.17 Perform None 30 minutes Deputy Administrator,
cursory review of depending Management
all forwarded on the Services Group
documents. volume of
documents
If found in order,
sign Box C of the
DV. If audited
amounts is
P1,000,000 or
more, sign Box B
of the BUS
1.18 Return all

documents to the
Cashier
1.19 Forward the None 45 minutes Cashier and OSD
transmittals to the depending Driver
servicing bank the volume
of traffic
going to the
servicing
bank’s
branch
TOTAL None 5 hours,
45
minutes
4. PREPARATION OF BILLING STATEMENTS TO THE TWO
CONCESSIONAIRES, AS BILLED BY CREDITOR BANKS, OR AS ISSUED
BY THE BUREAU OF TREASURY (BTr)
Office or Division Funds Management Division

Who May Avail MWSS Employees and Concessionaires
1. Billing Statement as received from creditor bank, or Creditor Bank
as issued by the Bureau of Treasury Btr
2. Letter to Concessionaire Finance Manager
3. Summary of Computation of Share of Supervising Investment
Concessionaires to the billed amount issued by Specialist
creditor bank, or as issued by the Bureau of Treasury
(BTr)
Client Steps Agency Action Fees to Processi Person
be Paid ng Time Responsible
1. Forwards 1. Receives the Billing None 5 minutes CBRU
Billing Statement Statement issued by
to MWSS creditor banks or by BTr
2. CBRU 2. Prepares a Billing None 3 days Supervising
forwards Billing Statement to the two Investment
Statement to Concessionaires, Specialist
Finance indicating their actual
Department for company’s share on each
appropriate action loan amortization
schedule and the due
date on when they have to
remit their share to
MWSS.
3. Forwards 3. Evaluates the accuracy None 4 hours Division Manager
Billing Statement of the billing statement
to Division
Manager
4. Forwards 4. Reviews the accuracy, None 4 hours Finance Manager
Billing Statement and completeness of the
to Finance billing statement.
Manager
Endorses the document to
the Deputy Administrator
for approval
5. Forwards 5. Reviews and/ or 1 day Deputy
Billing Statement approves the issuance of Administrator,
to Deputy the Billing Statement to Management
Administrator for the Concessionaires Services Group
Management (DA-MSG)
Services Group
6. Forwards the 6. Billing shall be recorded None 2 hours Data Encoder/
approved Billing in the Log-out Record Liaison/ Document
Statement to the Book, and shall be Officer
respective forwarded to the
Concessionaires; Concessionaires for their
receipt

hours
5. PREPARATION OF DEBIT INSTRUCTION LETTER FOR PAYMENT OF
SCHEDULED LOANS TO CREDITOR BANKS

Who May Avail Government Agencies

1. Debit Instruction to Servicing Bank Finance Manager
2. Letter to Concessionaire Data Encoder/ Custodian of
Records
5. Deposit Slips, Credit Memos, other evidence of Servicing Bank
payment by Concessionaires Official Receipt
Client Steps Agency Action Fees to Processin Person
be Paid g Time Responsible
1. Previously Prepares Debit Instruction None 4 hours Supervising
received Billing representing payment of Investment
Statement from scheduled loans to creditor Specialist
creditor bank banks
Accomplishes LBP
Application to Purchase
Foreign Currency form and
FCDU Fund Transfer Slip
2. Forwards Checks the completeness of None 1 hours Division
documents to documents attached. Manager
Division Manager
Verifies the accuracy of
amount in the Debit
Instruction
Forwards Debit Reviews the completeness None 1 hours Finance
Instruction to and accuracy of the Debit Manager
Finance Manager Instruction.
Forwards Debit Reviews the accuracy, and None 2 hours Deputy
Instruction to completeness of the Debit Administrator,
Deputy Instruction. Management
Administrator for Services
Management Signs the Debit Instruction Group (DA-
Services Group, MSG)
and Administrator
Administrator,
MWSS
Submits Forwards Debit Instruction to None 1 hours Senior
Instruction to Servicing Bank, a day before Cashier
Servicing Bank the scheduled repayment
date
TOTAL None 1 day,

1 hour
6. PREPARATION OF DV AND BUS PAYABLE TO BTR REPRESENTING
REPAYMENT OF SCHEDULED LOANS


1. DV/ BUS payable to BTr Finance Manager
Records
Client Steps Agency Action Fees to Processi Person
be Paid ng Time Responsible
1. Prepares Voucher None 4 hours Supervising
payable to BTr Investment
Specialist
Forwards documents to
Division Manager
2. Evaluates and Checks None 2 hours Division Manager

the accuracy and
completeness of
documents attached.
Determines if voucher is
duly budgeted and
appropriated for the
purpose it is intended to
be. Signs the BUS
Forwards Voucher to
Claims Division
3. Reviews the None 2 hours Claims Control
completeness and Specialist/
accuracy of the Supervising
supporting documents. Claims Control
Specialist
Forwards Voucher to
Finance Manager
4. Reviews the None 1 hour Finance Manager
completeness and
accuracy of the
supporting documents.
Signs the DV and or BUS

for proper funding and
availability of funds
Forwards Voucher to
Deputy Administrator for
Management Services
Group
5. Reviews the accuracy, None 1 hour Deputy
and completeness of the Administrator,
Voucher. Management
Services Group
Signs the Voucher to (DA-MSG)
certify valid and legal
repayment of loans to
BTr
Forwards Voucher to
Administrator for
approval of payment
6. Reviews completion of None 2 hours Administrator
documents and necessity
of payment.
Approves payment of
voucher to BTr
Forwards Voucher to
Treasury
7.Prepares Check for None 1 hour Senior Cashier
remittance to the BTr
Checks forwarded to
Approving Authorities
8. Approving Authorities None 30 Those authorized
signs the check minutes to sign the check
1. Request to 1. Prepare Travel Slip for None 30 OSD Driver
Travel to BTr for remittance of Check to minutes
remittance of BTr
check repayment
Forwarded Check to BTr
1.1 Have the check None 4 hours OSD Driver
received by BTr, with all
accompanying
documents plus O.R. to
be retained by the OSD
Driver
Return the documents to
the MWSS Cashier for
receipt
hours
7. PREPARATION OF DEBIT INSTRUCTION LETTER FOR PAYMENT OF
SCHEDULED LOANS TO CREDITOR BANKS


1. Debit Instruction to Servicing Bank Finance Manager
Records
1. Prepares Debit None 4 hours Supervising
Instruction representing Investment
payment of scheduled Specialist
Accomplishes LBP
Application to Purchase
Foreign Currency form
and FCDU Fund
Transfer Slip
Forwards documents to
Division Manager
2. Checks the None 1 hour Division
completeness of Manager
documents attached.
Verifies the accuracy of

amount in the Debit
Instruction
Forwards Debit
Instruction to Finance
Manager
3. Reviews the None 1 hour Finance
completeness and Manager
accuracy of the Debit
Instruction.
Forwards Debit
Instruction to Deputy
Administrator for
Management Services
Group, and
Administrator
Reviews the accuracy, None 2 hour Deputy
and completeness of the Administrator,
Debit Instruction. Management
Services
Signs the Debit Group (DA-
Instruction MSG)
Submits Instruction to Administrator,

Servicing Bank MWSS
4. Forwards Debit 1 hour Senior
Instruction to Servicing Cashier
Bank, a day before the
scheduled repayment
date
TOTAL None 1 day, 1 hour
8. JEV PREPARATION OF BILLED STATEMENTS AS BILLED AND
COLLECTED FROM CONCESSIONAIRES AND REPAYMENT OF
VARIOUS LOANS, GUARANTEE FEES AND ETC.


1. Documents attached to Voucher/ Debit Instruction Data Encoder/ Custodian of
Records
2. Voucher/ Debit Instructions Data Encoder/ Custodian of
Records
1. Forwards 1. Receives and None 5 mins. Supervising
Voucher with its Checks the Investment
attached completeness of the Specialist
documents for documents
JEV Preparation
1.1 Prepares the JEV None 3 hour Supervising
Investment
Specialist
2. Forwards JEV 2. Reviews the None 2 hour Division
to Division appropriateness of Manager
Manager proper recording of the
entries as well as the
completeness of
documents attached.
2.1 Signs and

approved verified JEV
3. Forward 3. Makes Transmittal None 5 minutes Supervising
Approved JEV Summary for Investment
submission to COA Specialist

minutes
9. MONTHLY REPORT ON MEDIUM AND LONG-TERM BORROWINGS,
MONTHLY AND QUARTERLY STATUS REPORT ON MWSS LOANS AND
FOREIGN & DOMESTIC BORROWING CEILING


1. Schedule of month-end balances on each loan Supervising Investment
under e-NGAS Specialist
2. Schedule of MWSS Loans, and Foreign & Supervising Investment
Domestic Borrowing Ceiling Specialist
1. Requires 1. Prepares a Monthly None 6 hours Supervising
submission of report on Medium and Investment
Monthly report on Long-Term Borrowings of Specialist
Medium and MWSS
Long-Term
Borrowings, and 1.1 Prepares Status
Status Report on Report on MWSS Loans,
MWSS Loans, and Foreign & Domestic
and Foreign & Borrowing Ceiling
Domestic
Borrowing Ceiling
2. Forwards 2. Verifies the accuracy None 1.5 hours Division
documents to of amount in the Manager
Division Manager Subsidiary Ledger
3. Forwards 3. Reviews the None 1 hour Finance
Report to completeness and Manager
Department accuracy of the Monthly
Manager and Status Reports.
Signs the Report

4. Forwards the 4. Fills up Document None 4.5 hours Supervising
approved report Transmittal Form from Investment
to BSP, BTr, and Records Section, and Specialist
DoF forward the report to BSP
and BTr for the Monthly
report on Medium and
Long-Term Borrowings of
MWSS and to DoF for
the Status Report
TOTAL None 1 day, 2

hours each
similar
transaction
10. MONTHLY SL OF OUTSTANDING LOAN BALANCES (IN ITS ORIGINAL
CURRENCY AND PESO EQUIVALENT) AND PREPARATION OF
QUARTERLY REVALUATION OF VARIOUS LOANS


1. Schedule of SL payments Supervising Investment
Specialist
2. Schedule of Summary of Revaluation of Supervising Investment
Outstanding Loan Balances Specialist
1. Update of SL 1. Encodes respective None 1 hour Supervising
repayments on a SL all repayments Investment
monthly basis made on a monthly Specialist
basis
1.1 Prepares summary None 2 hours Supervising
of the revaluation of Investment
the Outstanding Loan Specialist
Balances
1.2 Encodes entries to None 1 hour Division
e-NGAS Manager
2. Forward 2. Review, and None 2 hour Finance
documents to analyze, correctness Manager
Division Manager of accounting entry
and completeness of
supporting documents
in e-NGAS
2.1 Approval of JEV

entries
2.2 Transmittal None 15 minutes Supervising
Summary Investment
Specialist
TOTAL None 6 hours,
15
minutes
11. YEAR-END REPORT SUBMISSION


1. Respective Supporting Documents for the Supervising Investment
particular report Specialist
2. Schedule of Summary Yearend Reports Supervising Investment
Specialist
1. Submission of 1. Accomplish details None 4 hours Supervising
Yearend Reports required in the COA Investment
reports for the Specialist
repayments made for
the calendar year such
as Principal, Interest,
Guarantee Fees and
other financial charges
2. Forward 2. Evaluate, and None 1 hour Division
documents to analyze, correctness of Manager
Division Manager Summary reports
3. Forward 3. Review and Approval None 1 hour Finance
Report to of Summary Report Manager
Department
Manager
3.1 Transmittal None 15 minutes Data Encoder/
Summary Finance Staff
TOTAL None 6 hours,
15
minutes
12. ACTION ON DISBURSEMENT VOUCHERS, EMPLOYEE PAYROLLS,
TRANSMITTAL, PREPARATION OF CHECKS, UTILITIES, SUPPLIERS,
PROJECTS PAYMENTS.
Office or Division Office of the Finance Department, Cash and Investment Section

2. Document Tracking Slip (DTS) CRU
1. Request to 1. Prepare Checks to None 20 minutes Cashier A
prepare the Disbursement
Disbursement Vouchers and Prepare
Vouchers Tax Vouchers for
Utilities and Projects,
suppliers. Released
checks to Suppliers,
Projects, to other
Government Agency
for Remittances.
2. Receives 2. Prepare to encode None 3 hours Cashier A

Payroll from to Land Bank Template
Claims and Audit and prepare
section. Transmittal for Land
Bank, after signature
and approval Deliver
and Transmit to
servicing bank. Then
prepare report to COA
all the payroll
transaction Xerox all
the payroll and
disbursement
vouchers. prepare
transmittal letter for E-
NGAS.
TOTAL None 3 Hours
20Minutes
13. MAINTENANCE OF THE RECORDING OF CASH BOOK OF
ACCOUNTABLE OFFICERS
Who May Avail COA, Finance Accounting, Audit, and Claims Division personnel

1. Deposit Slip Servicing bank
1. Submission of 1. Record, update, None 10 minutes Senior Cashier
Report on and maintain
Summary of payment/ collection
Payments transactions on the
Cash Book of
Accountable Officers
1.1 Encodes None 3 hours Cashier A

Summary of
Payments made
2. Forward to 2. Evaluates, and None 15 minutes Division Manager,
Division Manager analyze the accuracy Funds
of entries made Management
3. Forward to 3. Reviews the Finance Manager
Department accuracy of the report
Manager made
4. Forward to 4. Audits the entries Claims Specialist
Claims made
TOTAL None 3 Hours 25
Minutes
14. RELEASE OF CHECKS
Who May Avail Claimant
Globe Telecom
BayanTel
1. Submission of Documentary Requirement as Client
provided by the Finance Personnel
Utilities: a.) Official Receipt (O.R.)
b.) Photocopy valid I.D. of recipient
Project: a.) Official Receipt (O.R.)
b.) Photocopy valid I.D. of recipient
Supplier: a.) Official Receipt (O.R.) with
T.I.N. Number
Personal claims: Valid I.D.

If claimed by representative:
a.) Valid ID of the claimant
b.) Notarized letter of authority or
a Special Power of Authority
1. Request/ 1. Verifies that the None 5 minutes Senior Cashier
Claim for release check for release was
of Check completely and
payment properly signed by the
authorized signatories
1.1 If the check for None 5 minutes Senior Cashier

release is with
conditions for
submission of a
requirement, the
concerned claimant will
be informed to comply
with said condition
prior to release
1.2 In case of None 5 minutes Senior Cashier
compliance with the
condition or there is no
condition involved in
the release of the
check, give the check
to the claimant subject
to signing of the
Releasing Check
Record book
TOTAL None 15 Minutes
15. WEEKLY SUMMARY REPORT ON THE RELEASE OF CHECKS
Who May Avail COA

1. Weekly Summary Report – Release of Checks Senior Cashier
1. Request 1. Encode & Prepare None 15 minutes Senior Cashier
Submission of Summary Report on
Weekly Report the Release of
on Release of Checks
Checks
1.1 Forward to None 30 minutes Corporate
Corporate Services Services Chief A
Chief for evaluation
1.2 Forward to None 15 minutes Division Manager,
Division Manager and Funds
Finance Manager for Management
review and approval
Finance Manager
1.3 Forward to Claims None 3 hours Claims Control
for audit Specialist
TOTAL None 4 hours
16. MONTHLY REPORT OF CHECK USAGE
Who May Avail COA

1. Check Book Senior Cashier
1. Request 1. Encode & Prepare None 15 minutes Senior Cashier
Submission of Summary Report on Check
Monthly Report Usage
on Checks
Usage
1.1 Forward to Division None 10 minutes Division Manager,
Manager and Finance Funds
Manager for review and Management
approval
Finance Manager
1.2 Transmittal Summary to None 35 minutes Claims Control
COA Specialist
TOTAL None 1 hour
17. ISSUANCE OF REPORTORIAL DOCUMENTS

Who May Avail DEPARTMENT OF FINANCE, COMMISSION ON AUDIT,GCG

1. Email/Letter from DOF /COA/GCG Client

1. Request Letter1. Staff receives and None 5 minutes CRU Staff
logs the letter.
Forwards the letter to
the Office of the
Administrator
2. Receives 2. Screen and sends None 1 hour Document
acknowledgement acknowledgement letter Control Section
from the Finance directing the writer to
Department the responsible officer
who will act and give
feedback.
2.1 Recommend action
and endorse the
document to the
Finance Department –
Finance Accounting
Section
2.2 Process the Report 2-3 days Finance
requested monthly, Accounting
quarterly or annually Section Staff
2.3 Checking and 1 day Div. Mgr. /

recommending for Dep’t. Mgr.
submission by Division
Manager/Department
Manager
2.4 Email/ Send to 1 day Receiving

DOF/COA/GCG Section of
DOF/COA
2.5 Acknowledging DOF/COA
receipt section
TOTAL None 5 days
18. REQUEST FOR FINANCIAL DOCUMENTS

Who May Avail All Departments

1. DEPARTMENTAL LETTER REQUEST/EMAIL CLIENT
None
1. Secure Letter 1.Receives Letter 5 minutes Document
Request or request / Control
Memorandum Memorandum section
None
1.1 Send to Financial
Accounting Section
None FA staff
1.2 Process the
requested report
None Cash Division

1.3 Checking and Mgr., Dep’t.
recommending Mgr.
approval of Chief
Section Head, Div.
1 day
Mgr and Dep’t. Mgr.
None Document
1.4 Submit to Controller
Requesting
department together
a Memorandum for
Completion.
1.5 Receiving Copy

/Acknowledging
receipt.
TOTAL None 1 day
IV. INNOVATION AND
TECHNOLOGY GROUP
ASSET MANAGEMENT
External Services
1. REQUEST TO LEASE MWSS’ REAL ESTATE PROPERTY
Office or Asset Department

Division
Who May Avail Interested parties
1. Letter of Intent Interested party
Paid
1. Submit letter 1. Acknowledge letter and inform None 1 hour
of intent to Client of agency action DM, AMD
lease
1.1 Complete Staff Work: verify None 1 day

location, proof of ownership
1.2 Secure clearance from None 7 days
ETOG
1.3 Secure legal review None 15 days DM, LSD
(LSD/OGCC)
1.4 Secure approval of the None 1 days Management
Mancom (optional only if there is Committee
adverse opinion (MANCOM)
1.5 Schedule for agenda of the None 1 day Board Secretariat

Board
1.6 Secure copy of Board None 1 day AMD Staff
Resolution
2. Sign 2. Approval of the Contract None 7 days Board of Trustees
Contract
3. Notarize the 3. Furnish Finance Dept, COA, None 1 day AMD Staff
contract CRU copy of the contract
TOTAL None 20 days from receipt of request
up to document submission to
Board Secretariat
2. RENEWAL OF LEASE CONTRACT OF A LESSEE WITHOUT CONTRACT
VIOLATION/S
Office or Division Asset Department

Who May Avail Existing Lessees
1. Letter of Request to renew lease agreement Requesting party
2. Statement of Account (SOA) AMD
3. Order of Payment AMD
4. Official Receipt Finance Dept
1. Submit letter 1. Assess rental history records 5 hours
of intent to and payments
renew the
lease contract Right of Way
Officer (ROW)
1.1 Conduct physical inspection 1 day
on the leased premises.to
determine compliance with the
terms of the contract
1.2 Calculate new rate 1 hour Community
consistent with existing policies Relations
None Officer (CRO)
1.3 Draft renewal lease contract. 2 hours CRO
Six (6) copies.
2. Sign new 2. Process contract for signature 1 hour AMD Admin
lease of approving officer Asst
agreement
2.1 Complete Staff Work
2.2 Screening and Dept Mgr.,
2 days
recommendation to the DA, ITG AMD
2.3 Screening and DA, ITG
recommendation to the
Administrator
2.4 Approval of the contract Administrator
3. Notarize the 3. Furnish contract copies to 1 hour CRO
contract Lessee, Finance Dept, COA
TOTAL None 5 days
3. RENEWAL OF LEASE CONTRACT OF A LESSEE WITH CONTRACT VIOLATIONS

Division
Who May Avail Lessees
1. Letter of Request to renew lease agreement Requesting party
2. Statement of Account (SOA)
Client Agency Action Fees to Processi Person
Steps be Paid ng Time Responsible
1. Submit 1. Assess rental history records 1 hour CRO
letter of
intent to
renew the
lease
contract
1.1 Inspect leased premises.to Right of Way
determine compliance with the terms 1 day Officer (ROW)
of the contract
2. Perform 2. Officially communicate corrective 1 day DM, AMD
corrective measures
actions
2.1 Evaluate if non-conformance/s 1 day ROW
have been corrected
3. Pay 3. Reconcile the Statement of Account None 1 hour CRO

assessment with the Finance Department.
for unpaid Issue Order of Payment
lease, 3.1 Issue official receipt 5 minutes Cashier,
interest, Finance
penalties Department
3.2 Compute new rental rate 1.5 hour CRO
Update contract, endorse for legal
review
3.3 Contract legal review 1 day DM, Legal
3.4 Complete Staff Work

3.5 Screening and recommendation to Dept Mgr.,
2 days
the DA, ITG AMD
3.6 Screening and recommendation to DA, ITG
the Administrator
3.7 Approval of the contract 1 day Administrator
4. Notarize 4. Furnish contract copies to Lessee, 1 hour CRO
the contract Finance Dept, COA
TOTAL None 5 days
4. ISSUANCE OF PERMIT TO SHORT- TERM LESSEES
Division
Who May Interested Party Who Wishes to Lease MWSS Property for Short-Term (Usually 1
Avail day to 1 week)
1. Letter of Intent Requesting party
2. Order of Payment ARD
3. Official Receipt FD
1. Submit 1. Log and transmit the Letter of None 30 minutes Data Controller
Letter of Intent Intent to AMD CRU
2. Wait at the 2. Screen completeness of the None 30 minutes Records

Visitor’s lounge information in the letter: date Officer
(ground floor) required, number of hours of use, (RO)
number of guests, facility to be
rented,
equipment to be used.
2.1 Check availability of the
facility. If the date indicates
that the facility is not available,
inform the Client
2.2 If the facility is available,
inform the Client of fees and
policies
Based on ARD/Communi
facility to be ty Relation
rented Officer/Record
Officer/Data
Controller
Cash bond: 500 None
2.3 Prepare the Permit and Order 10 minutes Right-Of-Way
of payment (3 copies each) and (ROW) Officer
give to Client
3. Proceed to 3. Receive the payment and issue Finance Dept
Cashier OR
4. Get the 4. Release the Permit None ROW Officer
Permit from
AMD
TOTAL None 2 hours
5. RETURN OF CASH BOND TO SHORT-TERM LESSEE
Who May Avail Short-Term Lessee
1. Refund of Cash Bond Form (RCBF) Requesting party
2. Copy of OR ARD
1. Fill-up 1. Evaluate compliance and 10 minutes RO
RCBF and fulfillment of the condition of the
submit to cash bond. If no violation, None
ARD approve the release of cash bond
and give to Client, duly approved
RCBF
2. Present the 2. Release the cash bond 5 minutes Cashier
approved
RCBF to
Finance Dept.
IF CLIENT VIOLATES CONDITIONS OF THE CASH BOND
1. Fill-up 1. Evaluate the compliance and 15 minutes ROW Officer
RCBF and fulfillment of the condition of cash
submit to bond. In case where the Client
ARD fails to comply with the obligation,
advise the Client to rectify None
violations. Withhold approval of
RCBF
2. Comply 2. Re-inspect the facility to 1 day ROW Officer
with the validate compliance.
recommended
corrective
measures and
re-submit
CBRF after
conditions
have been
met
3. Wait for 3. Inform the Client of inspection 10 minutes ROW Officer
result of result by call or text on release of
inspection bond
4. Go to ARD 4. If Client rectifies obligation, 10 minutes ROW Officer
to secure approve CBRF
approved
CBRF
5. Present the 5. Release the cash bond 10 minutes Cashier
approved
RCBF to
Finance Dept.
TOTAL None 1 day & 1
hour
6. REQUEST FOR MAPS/GEOSPATIAL INFORMATION

Office or Division Watershed Management Division
Who May Avail External Clients, Researchers, students
1. G2B: letter request indicating area of interest, external Watershed Management Division
Client Request Form (ECR)
2. G2C- MWSS Employees: Job Order Form
3. G2C- Students: Letter endorsed by Adviser; Student ID
4. Area of interest (.shp, coordinates, CAD file, technical
description, administrative boundary
1. Fill-up 1. Receive and record request 10 minutes EPD Chief
form/submit Check completeness of the data in
requirements the ECR/JO
1.1 Check availability of requested 3 hours EPD Staff

map
1.2 Endorse the JO for approval of 1 hours EPD Staff
the request None
1.3 Approve/disapprove the request 1 hours EPD Chief
1.4 If approved, discuss the details of EPD Chief
request including requirements.
Show available copy of map
If disapproved, inform the Client

through a letter of regret, email or
phone call.
1.5 Prepare the requested map 1 hours EPD Staff
2. Receive 2. Release the map/data 15 mins EPD Staff
the map/data
TOTAL None 1 day
7. ISSUANCE OF PERMIT FOR PASSING THROUGH VEHICLES CARRYING
CONSTRUCTION MATERIALS INSIDE BALARA COMPOUND

Who May Avail External
1. Letter of Intent Requesting party
2. Clearance from the Barangay Barangay Office
1. Submit 1. Log and transmit the Letter of 10 minutes Data Controller
Letter of Intent Intent to AMD CRU
1.1 Receive and log the letter for 5 minutes Administrative

action by the department manager Assistant
1.2 Assign for 5 minutes DM, AMD
inspection/investigation
1.3 Inspect, validate merits of the 1 day Security Officer,
request. Ensure that the purpose ARD
of the construction is outside the
premises of MWSS Compound None
1.4 Prepare report and recommend
course of action to the DM, AMD
1.5 If approved, prepare the 1 hour Mgr., ARD
“Permit” in 3 copies.
1.6 If disapproved, prepare letter to
Client informing reason denial.
1.7 Approval of the “Permit” and/or 30 minutes DM, AMD
Letter of Denial
2. Receive the 2. Issue the Permit. Release the 10 minutes Administrative
Permit original copy to the Client, the Assistant
duplicate to the Security Office.
TOTAL None 1.5 days
8. PERMIT FOR TREE PLANTING ACTIVITY
Office or Division Watershed Management Division

Who May Avail Environmental organizations/advocacy groups, Schools, NGOs,
Private/public entities
1. Letter of request Requesting party
Client Agency Action Fees to Processi Person
Steps be Paid ng Time Responsible
1. Submit 1. Log and transmit the Letter of Intent to None 10 Data Controller
Letter of the Administrator minutes CRU
Intent
2. Receive and log the letter for action by None 1 day Watershed Mgt
the Administrator Div (WMD) Staff
2.1 Endorse the request to DM, AMD None 1 hour WMD Staff
2.2 Interview the Client on the details of None 1 hour WMD Chief
activity
2.3 ) Coordinate the with concerned None 2 days WMD Chief
water partner e.g.
La Mesa  Bantay Kalikasan
Ipo  Common Purpose
Facilities/Bantay
Gubat
Umiray,  DENR-R3
Marikina
2.4) Officially communicate decision action
to party
TOTAL None 3 days 2
hours, 10
minutes
RESEARCH STANDARD AND
DEVELOPMENT DEPARTMENT
External Services
1. REQUEST FOR PRODUCT PRESENTATION
Office or Division Research Standard and Development Department
Type of Transaction G2B - Government to Business Entity
Who May Avail External Clients

1. Request Letter Internal Client

1. Proponent 1. Reviews the proposal to None 2 Hours Department

submits determine the adaptability to the Manager
proposal to concessionaires or has
MWSS research or utility value to
MWSS
1.1 Notifies proponent through 1 hour Concerned

email that their proposal is personnel
accepted
1.2 Coordinates with the 1 hour Concerned

proponent regarding the personnel
presentation schedule
1.3 Sends notices (physical/or 1 day Concerned

online) to specific stakeholders personnel
about the presentation of
proposal
1.4 Compiles data and relevant 1 day Concerned

materials after the presentation personnel
1.5 Fills out Post- 1 day Concerned

Product/Service Proposal personnel
Information Sheet (PIS), and
sends the PIS along with
relevant attachments, to the
stakeholders

hours
Timeline does not include actual presentation time and the period of reply by the
presentor and guests
2. ACTIONS ON OTHER AGENCY’S REQUESTS ON IT SYSTEMS, AND
TECHNOLOGY INNOVATION & RESEARCH (COMPLEX)
Who May Avail Internal and External Clients

1. Request letter Internal Client
1. Submit 1. Records Custodian receives 10 minutes RSDD

written/ and logs the written/online Records
online request in the logbook/digital Custodian
request to record.
RSDD
1.1 Attaches routing slip (RS) and
forwards the request to DM or
concerned personnel for perusal
1.2 Reviews document for 10 minutes Department
appropriate action Manager or
concerned
1.3 Fills in instruction for personnel
None
personnel action/filing in the RS
1.4 Scans written request and RS 5 minutes RSDD

for digital copy Records
Custodian
1.5 Identifies document/issues to 1 hour Concerned

be addressed personnel
1.6 Draft and submit 5 days Concerned
recommendation/s personnel
(physical/online)
1.7 Recommendation is approved 2 hours Department

by DM/QMR Manager
2. Client 2. Signed recommendation is 1 hour Records

receives the routed to requestor. Custodian
document
(physical/
online)
hrs, 25 min
RESEARCH STANDARD AND
DEVELOPMENT DEPARTMENT
Internal Services
1. ACTIONS ON AGENCY REQUESTS ON IT SYSTEMS, AND TECHNOLOGY
INNOVATION & RESEARCH (SIMPLE)


1. Submit 1. Records Custodian 10 minutes RSDD Records

written/online receives and logs the Custodian
request to RSDD written/online request.
Attaches routing slip (RS)
and forwards the request to
DM or concerned personnel
for perusal
1.1.Reviews document for 5 minutes Department

concerned
personnel action/filing in the
RS
None
1.3 Scans written request 5 minutes RSDD Records
and RS for digital copy Custodian
1.4 Identifies 1 hour Concerned

document/issues to be personnel
addressed

(physical/online)
1.6 Recommendation is 2 hours Department

approved by DM/QMR Manager
2.Client receives 2. Signed recommendation 1 hour Records
the document is routed to requestor. Custodian
(physical/ online)
TOTAL None 2 days, 4 hrs,
20 minutes
2. ACTIONS ON AGENCY REQUESTS ON IT SYSTEMS, AND
TECHNOLOGY INNOVATION & RESEARCH (COMPLEX)

be Paid Responsible
1. Submit 1. Records Custodian None 10 minutes RSDD

written/ online receives and logs the Records
request to written/online request in Custodian
RSDD logbook or digital record.
Attaches routing slip (RS)
and forwards the request to
DM or concerned personnel
for perusal
1.1 Reviews document for 5 minutes Department
concerned
personnel action/filing in the
RS
1.3 Scans written request 5 minutes RSDD

and RS for digital copy Records
Custodian
1.4 Identifies 1 hour Concerned

document/issues to be personnel
addressed

(physical/online)
1.6 Recommendation is 2 hours Department

approved by DM/QMR Manager
2. Client 2. Signed recommendation 1 hour Records
receives the is routed to requestor. Custodian
document
(physical/
online)
TOTAL None 3 days, 4 hrs, 20
minutes
3. ACTIONS ON AGENCY REQUESTS FOR RESEARCH/ STUDIES

RELATIVE TO WATER AND SEWERAGE SERVICES IN AID OF STANDARDS
/ POLICIES FORMULATION (ON-SITE, ONLINE AND/OR WORK FROM
HOME)

1. Request letter / Memorandum Internal Client
1. Submit 1. Records Custodian receives None 10 minutes RSDD Records

written/ and logs the written Custodian
online request/Memo.
request /
1.1 Attaches routing slip (RS)
Memo to
and forwards the same to DM
RSDD
1.2 Reviews document for 1 hour Department

appropriate action Manager
1.3 Fills in instruction for
personnel action
1.4 Scans written request and 5 minutes RSDD Records

RS for digital copy Custodian
1.5 Conduct research/studies 15 days Project

Management
● Review of related Officer / Project
literature Development
● Identification of Research and Evaluation
Focus Officer
● Data Gathering
● Research Report Creation
● Research Report
Submission
1.6 Report/Recommendation is 2 days Division
reviewed and approved by DM Manager,
Technology
Innovation and
Research
2. Client 2. Signed recommendation is 1 hour Records

receives the routed to requestor. Custodian
document
(physical/
online)

hrs, 15
minutes
4. ADMINISTRATION OF GOVMAIL ACCOUNTS - REQUEST FOR NEW EMAIL


1. Job Request Form (Online) Internal Client
be Time Responsible
Paid
1. Fills-up IT 1.1 Requests for new e-mail None 5 minutes IT Online

Job Request account Helpdesk
Form through Staff
online form 1.2 Assigns a non-personnel or 1 hour
and sends to employee GovMail account to the
IT Online requesting party if accounts are
Helpdesk available, if not proceed to next
step (1.3)
1.3 Request new accounts to DICT 1 day
1.4 Orients new user/s to the 2 hours

functions and capabilities of their
GovMail account
1.5 Administers and maintains the 2 hours

GovMail account of the end-user
(Username reassigned and
rename, password reset, back-up,
etc.)
1.6 Ensures the adherence of end- 30 minutes
user to MC No. 2019-05,
Guidelines on the Use of GovMail
Services
2. Client fills- 2. Asks the Client to fill a Rating 10 minutes

up Rating and Feedback Form to measure
and the Online Helpdesk experience
Feedback satisfaction
Form
2.1 Updates knowledge database 1 hour
(incident reports)
TOTAL None 1 day, 6 hrs,

45 minutes
** Timeline does not include DICT’s response period
*All requests can be forwarded/submitted to IT Online

Helpdesk
5. ADMINISTRATION OF GOVMAIL ACCOUNTS - RESET OF EXISTING PASSWORD


Transaction
G2C - Government to Citizen

1. Fills-up IT 1. Requests for None 5 minutes IT Online Helpdesk

Job Request resetting of password Staff (COS)
Form through
online form and 1.2 Resetting the 1 hour
sends to IT Account password
Online
Helpdesk
2. Client fills-up 2. Asks the Client to fill 10 minutes

Rating and a Rating and Feedback
Feedback Form Form to measure the
Online Helpdesk
experience satisfaction
2.1 Updates knowledge 1 hour

database (incident
reports)

minutes
*All requests can be forwarded/submitted to IT
Online Helpdesk
6.JOB REQUESTS FOR ICT RELATED ISSUES & CONCERNS


Transaction
G2C - Government to Citizen


1. Fills-up IT 1. Records the incident through None 5 minutes IT Online

Job Request a ticket-tracking system Helpdesk
Form through Staff (COS)
online form 1.1 Reviews document for 1 hour
and sends to appropriate action
IT Online 1.2 Evaluates the problem and
Helpdesk provides objective update
1.3 Assesses the problem 1 day
1.4 Resolves/addresses the 1 day,4

issue/incident and closes the hours
ticket
2. Client fills- 2. Asks the Client to fill a Rating 10 minutes

up Rating and and Feedback Form to
Feedback measure the Online Helpdesk
Form experience satisfaction
2.1 Updates knowledge 15 minutes

database (incident reports)
hrs, 30
*All requests can be forwarded/submitted to IT
minutes
Online Helpdesk
Timeline does not include procurement of parts or outsourcing of services/repair, if
necessary.
7. WEBSITE MANAGEMENT

1. Request Letter Internal Client
1. Requests for 1. Checks if the None 1 day IT Service

website posting of materials comply with Desk
information / events the requirements for
/ news through a posting
memo w/ attached
e-file signed by the 1.1 Identifies the need
requesting DM to change/ improve the
layout and/or format of
the MWSS website
based on instructions
or out of its evaluation.
1.2 Uploads web

content in the MWSS
website.
TOTAL None 1 day

Timeline does not include document/image editing or other necessary updates and
corrections
WATER AND SEWERAGE
MANAGEMENT DEPARTMENT
External Services
1. SUPPORT TO CONCESSIONAIRES IN THE IMPLEMENTATION OF WATER AND
SEWERAGE PROJECTS
A. Request for Turnover of Sewerage Systems from Government Entities with

Housing Developments
The MWSS, under its charter, is mandated to provide water and sewerage services in its
Service Area comprised of Metro Manila, Rizal Province and portions of the Province of
Cavite. The Concessionaires, as stipulated in the Concession Agreement with MWSS,
are likewise required to comply with existing law, rules and regulations in the provision of
water and sewerage services in their respective service area.
Government Entities with housing developments, that are required by law to establish
Sewerage Systems, and which are connected to the water supply service of MWSS and
its Concessionaires, shall be eligible to turn over the operation and management of their
wastewater facilities to MWSS through its Concessionaires. Only housing developments
with Domestic Wastewater discharge shall be accepted for turnover.
Office or Division Water and Sewerage Management
Type of G2G- Government to Government Entity

Transaction
Who May Avail Government Entities with Housing Development

2. Required Documents Listed in Annex 1 of Client
the Policy Guidelines for the Turnover of
Sewerage Systems of Government Entities
with Housing Developments
1. Submit 1. Staff receives, logs and None 10 minutes CRU staff
letter request forwards the letter to
Addressee
1.1 Receive and record the None 2 days* Administrative

document Assistant
1.2 Delegate the document None 5 minutes Department
to the concerned staff Manager
1.3 Check the None 3 hours WSMD
completeness of the Technical
documents submitted Staff
1.4 Draft and Finalize None 1 hour WSMD
transmittal letter to the Technical
concessionaire Staff
1.5 Transmit letter to the None 2 days Administrative
Concessionaire Assistant
Note: * May vary depending to whom the request letter is hours, 15
addressed. 5 min if addressed directly to the department
manager of WSMD. 2-3 days if addressed to the administrator minutes
or the chairman
B. REQUEST FOR ASSISTANCE OF CONCESSIONAIRES REGARDING THE
IMPLEMENTATION OF ITS SEWERAGE AND SANITATION PROJECTS
WSMD provides assistance to the Concessionaires in communicating with Local
Government Units (LGUs) and concerned stakeholders for the implementation of their
Sewerage and Sanitation Projects.
Type of G2B
Transaction
Who May Avail Concessionaires (MWSI and MWCI)


1. Submit 1. Staff receives, logs and None 10 minutes CRU staff
letter request forwards the letter to
Addressee

document Assistant
1.2 Delegate the document None 5 minutes Department
1.3 Communicate, through None 1 hour WSMD Technical
letter, to the concerned Staff
agency the request of
the Concessionaire
1.4 Transmit letter to the None 2 days Administrative
concerned agency, Assistant
copy furnished the
concessionaire
concerned
TOTAL None 4 days,
Note: * May vary depending to whom the request letter is 1hour, 5
addressed. 5 min if addressed directly to the department
manager of WSMD. 2-3 days if addressed to the minutes
administrator or the chairman
2. ACCOMPLISMENT REPORT FOR SUPREME COURT’S MANDAMUS
WSMD prepares and submit an accomplishment report to the Supreme Court and DENR in
compliance with Supreme Court’s Writ of Continuing Mandamus (G.R. Nos. 171947-48) that
directed concerned government agencies and private entities to clean up, rehabilitate,
preserve, restore, and maintain the waters of the Manila Bay. Private and government
entities may request copies of said accomplishment reports.

Private Entity
Who May Avail Private and Public Institutions, Government Agencies, and Private Entities
2. Non-Disclosure Agreement (applicable WSMD
only to private institutions and private
entities)
Client Steps Agency Action Fees to Processin Person
be Paid g Time Responsible
1. Submit letter 1.Staff receives, logs and None 10 minutes CRU staff
request forwards the letter to Addressee

request Assistant
1.2 Approve/Disapprove the None 5 minutes Department
request. Manager
Note: if disapproved, the Client
will be notified
1.3 Delegate the request/letter None 5 minutes Department
1.4 Prepare/Retrieve the None 10 minutes WSMD Technical
requested data Staff
1.5 Check the completeness of None 25 minutes Department
the required data Manager
1.6 Inform the Client to None 10 minutes Administrative
personally appear to get the Assistant
document as they have to
fill-up and sign a Non-
disclosure Agreement
2. Fill up and 2. Check the completeness of None 20 minutes WSMD Technical
submit the Non- the NDA Staff
Disclosure
Agreement
(NDA)
2.1 Release the requested data None 5 minutes WSMD Technical
Staff
3.Fill up 3. Secure and file the Form None 15 minutes Administrative
Feedback Form Assistant
TOTAL 2 days, 1 hr,45 mins**
* Note: May vary depending to whom the request letter is addressed. 5 min if addressed directly to the department manager of
WSMD. 2-3 days if addressed to the administrator or the chairman
**Note: The estimated processing time may take 1-2 days or more depending on variables.
3. SEWERAGE AND SANITATION INFORMATION
WSMD is maintaining a data bank containing all the pertinent information regarding the
Sewerage and Sanitation facilities and programs of the concessionaires. If in case the data
is not available in the department, WSMD will request the said data from the
Concessionaires.
Transaction G2G- Government to Government/Private Entity
Who May Avail Private and Public Institutions, Government Agencies, and Private Entities
1.Request letter Client
2.Non-Disclosure Agreement (NOA) applicable only WSMD
to private institutions and private entities)
1.Submit letter 1.Staff receives, logs and None 10 mins. CRU staff
request forwards the letter to
Addressee
letter of request Assistant
1.2 Approve/Disapprove the None 5 mins. Department
request. Manager
Note: If disapproved, the
Client will be notified
1.3 Delegate the request/letter None 5 mins. Department
1.4 Check the availability of None
Data 4 working WSMD technical
1.5 Prepare/Retrieve the None days staff
requested data
1.6 Consolidate the retrieved None 1 hour WSMD technical
data staff
1.7 Check the completeness of None 20 mins. Department
the required data Manager
1.8 Inform the Client to None 5 mins. Administrative
personally appear to get Assistant
the document as they have
to fill-up and sign a Non-
disclosure Agreement
2.Fill up and 2. Check the completeness of None 20 mins. WSMD technical
submit NOA the NDA staff
2.1 Release the requested data None 5 mins. WSMD technical
staff
3.Fill up 3. Secure and file the Form None 15 mins. Administrative
Feedback Form Assistant
*Note: May vary depending to whom the request letter is hrs and 25
addressed. 5 min if addressed directly to the department mins.**
manager of WSMD. 2-3 days if addressed to the
administrator or the chairman.
The processing time was based on the condition that the
data is not readily available and the same needs to be
requested to the Concessionaires.
BIDS AND AWARDS COMMITTEE
SECRETARIAT (BACSec)
External Services
1. MANAGE THE SALE AND DISTRIBUTION OF BIDDING DOCUMENTS TO
INTERESTED BIDDERS
As per the Revised Implementing Rules and Regulations (IRR) of Republic Act (RA) 9184,
only Bidders who pay the Bid Document Fee to the agency or officer in charge of the task
shall be allowed to participate in the bidding activities and submit a bid.
Office or Bids and Awards Committee Secretariat

Division
Type of G2C- Government to Public

Transaction
Who May Prospective bidder
Avail
1. Not applicable BACSec Personnel
1. Log for specific - 15 minutes BACSec
project in 1. Ensure completion of Personnel
BACSec logbook details provided by
and submit prospective bidder
prescribed
payment for
specific project
(Infrastructure or
goods)
1.1 To prepare Order of - 10 minutes BACSec
Payment Personnel
2. Proceed to 2. Accept payments and Varies 10 minutes Finance Personnel
cashier for issues receipt depending
payment on ABC of
project
3. Show receipt to 3. Photocopy receipt - 45 minutes BACSec
BACSec and prepares the Personnel
personnel Bidding documents for
issuance
TOTAL 1 hour, 20
Varies depending on ABC of project minutes
BIDS AND AWARDS COMMITTEE
SECRETARIAT (BACSec)
Internal
1. ACT AS CENTRAL CHANNEL OF COMMUNICATIONS FOR THE BAC WITH END-
USER OR IMPLEMENTING UNITS, EXTERNAL AGENCIES AND THE GENERAL
PUBLIC
As per the Revised Implementing Rules and Regulations (IRR) of Republic Act (RA) 9184,
the BAC is prohibited from having direct contact with potential bidders in most cases. In
which case, the BACSec shall be the medium of communication between the BAC and
external entities.

Division

Who May MWSS Employees
Avail
Receive queries/statements from public
be Paid Time
Query/Statement BACSec personnel None 10 minutes BACSec Personnel
receives
query/statement through
any medium (email, sns,
phone calls, etc.)
Forward BACSec personnel None 10 minutes BACSec Personnel
forwards
query/statement to
capable unit (BAC,
TWG, etc.)
Reply BACSec personnel None 10 minutes BACSec Personnel
receives response to
query/statement from
capable unit and
forwards it to asker
2. RELEASE OF PROCUREMENT RECORDS

Division

Who May MWSS Employees
Avail
Checklist Where to Secure
1. Duly accomplished Document Retrieval Request Form BACSec Personnel
1.Fill out and 1.Receive the request form None 1 minute BACSec Personnel
submit the
Document
Request Form
1.1 Check the 2 minutes BACSec Personnel
completeness of the
request form then
approve the request
2.Receive the 2. Retrieve the records 30 minutes BACSec Personnel
document
VI. LIST OF OFFICES
Office/Department Location Contact Information

Office of the Administrator 89222969
Office of the Board Secretariat (OBS) 89295551
Internal Audit Department (IAD) 34343262
Legal Services Department (LSD) 89205559
Policy, Planning and Public Relations 34333987
Department (PPPRD)
Engineering & Technical Operations 89285691
Group (ETOG)
Field Operations Management 4th Floor MWSS 89285691
Department (FOMD) Administration
Site Operations Management Building, MWSS 89285691
Department (SOMD) Complex
Innovation & Technology Group (ITG) 489 Katipunan 34349219
Research and Standard Development Avenue, Balara, 34349219
Department (RSDD) Quezon City
Water & Sewerage Management 89222969
Department (WSMD)
Asset Management Department (AMD) 34349219
Management Services Group (MSG) 89282252
Finance Department (FD) 89282252
Human Resources and Organizational 89282252
Development and Learning
Department (HRODL)
Operations Support Department (OSD) 89282252
FEEDBACK AND COMPLAINTS MECHANISM
Please let us know how we have served you so we can better improve our service.
It will make it easier for us to act and follow up on your complaint if the Client Details column in
the Client Request Form is (CRF) is completely filled-up.
How to send a feedback Get the CRF which is available at the Central Records Unit
(CRU) or security officer desk stationed at the Ground floor
lobby.
The CRF provides the procedures on how feedbacks are

received and processed.
Drop the completely filled up CRF at the drop box beside the
CRU
(4th Floor, MWSS Building) or
send it via e-mail to: info@mwss.gov.ph /
You may also call: 89222969 / 89282252.

How to file a complaint A Client can file a complaint by writing a letter and have it
received by the CRU or by sending an e-mail to:
info@mwss.gov.ph or helpdesk.hrodl@mwss.gov.ph or sent
direct to complaints@arta.gov.ph
The complaint must contain the following information:

1. Name of person being complained
2. What is the specific complaint and when, where, did the
incident happened
3. State what kind of response you expect and how you
wish to see the matter resolved
How complaints are The CRU endorses the written complaint to the responsible
processed department. The department, then, forwards the complaint to the
Legal Services Department (LSD) to determine probable cause
or whether the complaint is meritorious or not.
The complained personnel shall be required to submit within 72

hours a written answer to the complaint.
The Administrator takes the final decision on the

recommendation of the LSD.
Time Frame:
Receiving Time: 5 minutes
Investigation of Complaint to Final Decision: Within thirty (30)
working days from the filing of written complaint.
Contact Information ARTA: complaints@arta.gov.ph

Presidential Complaints Center: 8888
Contact Center ng Bayan: 0908-881-6565 -SMS
ANNEXES
FORM 1
FORM 2
REFERENCE NO.: MWSS-PRD-FOI-2020-
DATE:
FREEDOM OF INFORMATION (FOI) REQUEST FORM

Pormularyo ng Kahilingan
4F MWSS Building Complex, Katipunan Road, Balara, Quezon City
TITULO NG DOKUMENTO (Title of the Document): _______________________________________

MGA TAON/PANAHONG SAKLAW (Year): ________________________________________
LAYUNIN (Purpose):
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
PANGALAN (Name): __________________________________________________________

Contact No.:_________________________________________________________________
LAGDA (Signature): ___________________________________________________________
PETSA (Date): _______________________________________________________________
TIRAHAN (Address): ____________________________________________________
KATIBAYAN NG PAGKAKAKILANLAN (Proof of Identity): _______________________________
PARAAN NG PAGTANGGAP NG IMPORMASYON (How would you like to receive the
information?)________________________________________________________________
Passport No. : ___________________________
E-mail: _________________________________
Driver’s License :_________________________
Other: _________________________________
Postal Address :__________________________
Pick-up (Office hours) _____________________
FOR OFFICE USE ONLY:

Gawaing itinalaga kay: _________________________________________________________
(Submitted to)
(Lumagda sa ibaba ng pangalang nakalimbag)
Petsa/Oras ng Pagkakatalaga: ________________________________________________________

(Date/Time of Submission)
Taong nagpapatunay ng Gawaing Natapos:
________________________________________________________
(Certified by:) (Lumagda sa ibaba ng pangalang nakalimbag)
Uri ng isinagawang aksiyon: _________________________________________________________

(Type of Action Conducted)
Iniskedyul ni/Received by:
FORM 3
Reference No.: MWSS-WSD-NDA-20-

Date:
NON-DISCLOSURE AGREEMENT
I, (name) , agree that in consideration for access to information shared to me

by the Water and Sewerage Management Department (WSMD) of the Metropolitan
Waterworks and Sewerage System – Corporate Office (MWSS-CO), I will:
1. Keep all information and materials provided to me relating to the (subject)

in strict confidence; and
2. That the contents of this letter and documents are intended only for (purpose)
purposes as I requested. I will not share any part of this documents for other
purposes with any third-party without a written consent from the MWSS-CO.
Signature above written full name
Date
Documents Attached:
1.
2.
3.
Provided by:
Noted:
RAMON R. FABUL
Manager, Water and Sewerage Management
Department

Metropolitan Waterworks and Sewerage System: Corporate Office

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METROPOLITAN WATERWORKS AND

CITIZENS’ CHARTER HANDBOOK

Version: March 2020

We derive our Mandate from:

Section 1. Declaration of Policy. The proper operation and maintenance of waterworks

Response types Time (working days)

I. OFFICE OF THE ADMINISTRATOR Page No.

II. SUPPORT OFFICES

A. OFFICE OF THE BOARD SECRETARIAT

B. LEGAL SERVICES DEPARTMENT

C. POLICY PLANNING & PUBLIC RELATIONS DEPARTMENT

II. ENGINEERING & TECHNICAL OPERATIONS GROUP

A. FIELD OPERATIONS, MANAGEMENT DEPARTMENT

5|MWSS-CO Citizen’s Charter

A. OPERATIONS SUPPORT DEPARTMENT

B. HUMAN RESOURCE, ORGANIZATIONAL DEVELOPMENT

3. Budget Monitoring and Control 71

IV. INNOVATION AND TECHNOLOGY GROUP

A. ASSET MANAGEMENT GROUP

B. RESEARCH STANDARDS AND DEVELOPMENT

7|MWSS-CO Citizen’s Charter

V. BIDS AND AWARDS COMMITTEE SECRETARIAT

VI. LIST OF OFFICES 125

**Days and Hours indicated in Processing time means WORKING

8|MWSS-CO Citizen’s Charter

9|MWSS-CO Citizen’s Charter

Office or Division Office of the Administrator

2.1 Advise Planning and PR 10 minutes Executive

2.2 Inform thru fastest 15 minutes Customer

Office or Division Office of the Administrator

Type of G2B- Government to Business Entity;

Checklist of Requirements Where to Secure

2. Fills-out CRF 2.Security Guard hands the 5 minutes Planning

Office or Division Office of the Administrator

Type of Transaction G2B- Government to Business Entity;

Checklist of Requirements Where to Secure

Processes internal documents or correspondences within the MWSS-CO from Support

Office or Division Office of the Administrator

Type of G2G-Government to Citizen

Checklist of Requirements Where to Secure

3. Await feedback 3. DA/DM carries out 3 days

4.4 Retain a copy for 10 minutes Records Staff

Office or Division Office of the

Office or Division Office of the Board Secretariat

Type of Transaction G2G-Govenment to Citizen

Checklist of Requirements Where to Secure

Office or Division Legal Services Department

Classification Highly Technical

Type of Transaction G2C- Government to Citizen

Who May Avail Requesting department or office

Checklist of Requirements Where to Secure

Client Agency Action Fees to be Processing Person

1. Submit 1.Accept and preliminarily 5 minutes Receiving

2. Receive a 2. Assigns the request to a 1 hour Department

3. Receive 3. Release to requesting party 5 minutes Administrative Staff

TOTAL None 10 days, 1

Office or Division Legal Services Department

Who May Avail Requesting department or office

Checklist of Requirements Where to Secure