CITIZENS

CHARTER
(A Guidebook on RWDs Frontline
Services)

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RAGAY WATER DISTRICT

CITIZENS
CHARTER
(A Guidebook on RWDs Frontline Services)

JANUARY 2015

Edition 2.0

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Chairman
Board of Directors
MESSAGE
The Ragay Water District (RWD) true to its commitment as defined in its corporate
Mission and Vision is continuously operating and providing adequate and safe potable
water system. In 1979, management, administration and operations of the water system
was established and transferred to RWD by the municipal government under the
administration of then Municipal Mayor, Dr. Renato E. Aquino in accordance with P.D. 198
as amended. It was initially provided with a subsidy of Five Thousand (P5,000.00) Pesos
worth of office equipment and supplies for its operation and maintenance. It started its
water distribution service by using the old existing lines and providing water supply to only
the residents of Barangays Poblacion Iraya and Ilaod, Panaytayan and Amomokpok.
Through the years, the district strive to focus its mandated functions, that of
operating, rehabilitating, improving and expanding the water system. Today, after thirty (30)
years of operations, the Capital Networth of the District rose to more or less Sixty Million
Pesos (P60 Million) and expanded its operation to 12 waterless barangays with 2,213
active water consumers.
The remarkable growth and development of the water district could not have been
possible were it not for the help and assistance of the national, provincial and the local
government units concerned granted either in the form of technical expertise, loans and
grants. Credit also, goes to the Board of Directors, past and present, for the formulation of
policy guidelines and variety of initiatives geared toward the improvement and expansion
program of the water district. Equally deserving of praise is the work ethics of the

management, staff and field personnel for their devotion, efficiency and loyalty to the
service.
To steer the smooth operations of the district and enhance its customers services,
the Board has formulated and adopted a Guidebook on RWD Frontline Services. Its aim
is to provide maximum efficiency, transparency, accountability and fairness in line with the
principle of good governance. Water concessionaires therefore could expect better and
quality service.

ANTONIO S. DULFO

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General Manager
MESSAGE
To enhance transparency and accountability in government service,
the RWD has formulated the Citizens Charter to provide consumers with precise
information on its frontline services including simplified service procedures,
requirements, fees, responsible personnel and service standards for every
transaction.
The Charter in itself is a model for performance matrix not only in
Ragay, Camarines Sur but also for the entire country. It will cut red tape and reduce
corruption in government processes. With this Charter comes our earnest desire to
change values and attitudes of those in the public service sector in general, and
RWD in particular.
Let us continue working together to overcome the challenges towards
sustainable conservation and development of RWDs watershed.
ELIZALDE E. TUAZON

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TABLE OF CONTENTS
Title
Messages
Chairman, Board of Director
General Manager

Table of Contents

iv

Agency Profile
History, Accomplishments and Development
5
Vision
Mission
Performance Pledge
Frontline Services
1. New Service Application
2. Reconnection of Water Service
10
3. Request for Change of Account Name
4. Water Bill Payment & Other Fees
a) Government Agency
b) Residential/Commercial & Other Fees
5. Service Complaints
a) High Consumption
b) Change of Defective Water Meter
6. Service Request
a) Leakage before the water meter
7. Installation of New Service Connection

ii
iii

16
6
7
8
9
11
12
12
13
13
14

a) Along the road

b) Across the road
8. Application for Senior Citizen Discount

Feedback and Redress Mechanism

15
15
16

17

Page 1

AGENCY PROFILE
The Ragay Water District (RWD) is a government owned and
controlled corporation which was formed on March 26, 1979 and was issued a
Conditional Certificate of Conformance (CCC) by the Local Water Utilities
Administration on July 27, of the same year. Presently managed by General
Manager, Elizalde E. Tuazon and under the mandate of a governing boards
representing the different sectors, namely; Antonio S. Dulfo, Chairman of the Board
representing the Civic Sector; Rosalie C. Abengoza, Vice-Chairman, Educational
Sector; Salome C. Aquino, Secretary, Professional Sector; Estrella R. Roxas,
Treasurer, Women Sector & Delfin Q. Closa, Member, representing the Business
Sector.
The RWD has eleven (11) regular permanent employee and six (6) job
orders.

HISTORY, ACCOMPLISHMENTS
AND DEVELOPMENTS
Ragay was among the first in the province to form a water district. The
Ragay Water District was established by resolution of the Sangguniang Bayan of
Ragay, Resolution No. 29, on March 26, 1979 under the administration of former
mayor, Dr. Renato E. Aquino, Sr. in compliance with the provisions of PD 198, as
amended.
Immediately in May 1979, the Board of Directors were appointed by then
Mayor Renato E. Aquino, Sr. as the appointing authority. The first activity of the

Board was the appointment of its first general manager, Mr. Santiago Cortez, Jr. on
June 1, 1979.
The Local Water Utilities Administration subsequently issued its Conditional
Certificate of Conformance (CCC) on 27 July of the same year making RWD eligible
to avail of LWUAs assistance program.
Like other starting water districts, RWD inherited an antiquated water supply
system that hardly provided water to some 150 concessionaires, half of whom were
inactive. To the credit of Mayor Renato E. Aquino, Sr., the RWD initially received
P5,000.00 worth of office equipment and supplies as one-time subsidy by the
municipal government.
The following year, 1980, marked the coming of LWUAs funding, technical
and institutional development assistance to RWD starting with a P100,000 mini-loan
for metering program which resulted in improved water supply and pressure.

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Between 1981-82, active water connections rose from 75 to 120 owing to improved
water service.
In 1983, LWUA approved the water districts Interim Improvement Program
(IIP) with a loan of P1.5 million. The implementation of the IIP which involved the
rehabilitation of the existing spring sources, primarily the Hinagdanan Spring and of
the transmission mainlines.
The following year, September 3, 1983, Engr. Elizalde E. Tuazon was
designated as the new general manager by the existing board headed by Chairman
Apolinar D. Aquino in place of Mr. Cortez who resigned and went abroad. GM
Tuazon continued the remaining funds of the water districts IIP project which was
finished the same year.
However, the IIP project encountered some defects and deficiencies. The
new GM, being an engineer with knowledge and expertise in water supply having
been previously involved in private housing and real estate development was
dissatisfied to discover between 1985 and 1986 that the newly-completed IIP
project was technically deficient and not operationally and economically viable as
originally planned and designed. Return of investment could hardly be attained.
RWD after successfully justifying its position to LWUA in 1987, was granted
a loan interest condonation amounting to P300,000 and a moratorium on loan
payment until such time that corrective measures were effected on the system as
originally planned under the previous IIP.
The period between 1988-1993 proved to be the most difficult years for RWD
as the technically deficient operation of the water system which was made worst by
the effects of the El Nio phenomenon. The RWD sought the assistance of the
provincial government and Gov. Luis R. Villafuerte, Sr. responded with P30,000
grant for pipeline rehabilitation of Bgy. Cale.
In 1994, through the intercession of the late Rep. Rolando Andaya, Sr., then
Sen. Alberto P. Romulo agreed to channel P5.4M from his Countryside
Development Fund (CDF) as grant to the RWD for the Baya Source Development

Project with a spring yield of 11-12 lps to supply the existing concessionaires of the
RWD.
In 1997, another P4.452 M Congressional Initiative Fund (CIF) was granted
by the then, Cong. Rolando R. Andaya, Sr. for the correction of technical
deficiencies of its system and rehabilitation of portions of the distribution lines.
RWD thereby with the technical assistance of LWUA undertook the necessary water
supply improvement project, realizing a savings of P620,000 which went into the
purchase of lot for the construction of the water districts office building at Bgy.
Panaytayan along the Ragay-Apad Provincial road. With the improved performance
of the system, RWD aggressively campaigned for more water consumers.
But just as when the water district was starting to recover from the past
system deficiencies, Super Typhoon Rosing struck in 1995 flooding a large part of
Ragay causing damage to the local economy and misery to the populace.

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Though the water district was barely affected by the calamity, RWD faces another
period of difficulties. The water concessionaires became preoccupied with the
rehabilitation of their lives thus paying bills to the water district took the backseat in
their order of priorities.
But the water district continued to operate and remained undaunted inspite of
its meager resources and minor setbacks.
The construction and opening of the Quirino Highway opened opportunities
for the railroad towns especially Ragay. It spurred further growth and development
of the municipality. Invited private business concerns to invest in trade and
commerce, boast agricultural and fishery productions including tourism.
Government be it from the national, provincial, municipal and the barangays
provided the impetus and vehicle for growth in the countryside like roads,
telecommunications, electricity, fishport and other infrastructure projects including
other social and basic services.
Hand in hand with the growth and development of the municipality, RWD in
1996 to 1998 experienced a breakthrough in its collection efficiency and financial
viability that it started paying interest on its 1.5 M Php IIP loan to LWUA.
The lucky break continued in the year 2000 with the start of the water
districts P3.2 M expansion project which was funded by the CDF of the late Rep.
Andaya, Sr. and continued by Rep. Nonoy Andaya, Jr. This project was the Source
Development (Well Drilling) at Bgy. Agrupacion and was completed in March 2002.
Out of that project, the district accumulated savings of almost P900,000 which were
then used for the transmission and distribution lines to serve Bagong Pook, a
portion of Bgy. Laguio and an extension lines going to PUP area. The completed
project was inaugurated by Cong. Rolando G. Andaya, Jr.
Another expansion project was the implementation of a joint venture project
initiated by Gen. Manager Elizalde E. Tuazon in cooperation with the Local
Government Unit of Ragay under the administration of former Mayor Renato E.
Aquino, Sr. Bgys. Liboro & San Rafael thru the leadership of Bgy.Captains. Romeo

G. Mayor and Leandro Q. Drio, respectively, allocated their respective IRA funds.
The Ragay National Agricultural & Fisheries School (RNAFS) thru Administrator
Roman T. Delfin, Jr. also agreed to share to the project. The joint project was
executed through a Memorandum of Agreement, of which pipes will be
counterparted by the parties concerned while the labor, materials and fittings were
shouldered by the water district. This expansion program tremendously helped in
the increase of the number of households being served with an improved water
service in terms of better water supply and longer hours of distribution.
The water district, being besieged by continuous request for extension of
water service from adjacent waterless barangays had encountered problems in
fundings and financing.

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Thus, on the later part of 2002, the district requested for LWUAs assistance
to review and examine the present level of water rates, its sufficiency and
adaptability to existing conditions. After the foregoing evaluation, it was disclosed
that the existing level of water rates is still generally adequate to meet the districts
cash requirements at least up to the third quarter of 2003. However, while the
district has performed fairly well in its operations and surpassed its targeted number
of service connections, the continuing increase in the cost of materials and
maintenance of its facilities demands the implementation of the rate adjustments by
October of 2003. Improved collection efficiency and stricter implementation of its
disconnection policies was implemented to further strengthen its financial position.
Marketing strategy program to tap as many potential customers in the area to
connect to the system, cost saving measures and non-revenue water reduction
were adopted by the district. With the implementation of water rate increase
effected in January 2003, the district had generated a savings of more or less
P1.5M.
In the last quarter of 2003, Mayor Renato E. Aquino, Sr. allocated local fund
for the procurement of PVC Pipes (combination of 1-1/2, 2 to 3) for the 2.0 km.
extension lines from Bgy. Apad passing thru Hidong Bridge to Bagasimbahan. Labor
and fittings were provided by the district to implement the same. Along the way
however, the project encountered poor water service flow because of the highly
technical elevation of the water lines.
To address this problems, the district availed of the offering of foreign loans
thru LWUA. On November 25, 2004, management thru the Board made a letterrequest for the endorsement of the application of the RWD for a credit loan package
with the KfW thru LWUA amounting to P35.949 Million. The loan application was
favorably endorsed by the Sangguniang Bayan of Ragay of which was forwarded
and acted by the Sangguniang Panlalawigan of Cam. Sur.
The credit package covers the expansion and the extension of service areas
of the neighboring waterless barangays of Banga Caves, Tagbac, Cabugao, F.

Simeon, part of Agrupacion and F. Simeon as well as the improvement of the

service to areas with poor water supply like Bgys. Bagong-Pook , Liboro, San
Rafael and Bagasimbahan.
The first release of KfW loan was in June, 2005 and its implementation was
made on October of the same year. The amount released was used to finance the
construction of well drilling for Bgys. Banga Caves & F. Simeon, putting up of deepwell, pumping stations, installation of water treatment facilities, laying of
transmission and distribution lines and construction of ground reservoir.
On January 2006 the district implemented the first schedule of water rate
increase which was presented in a public hearing and approved by the water
consumers last September 29, 2004. The increase in rates allowed the district to
maintain a robust financial standing and has developed an enormous working
capital position.

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Hand in hand with the on-going construction of the KfW loan project, the
municipal administration under the newly elected Mayor, Ricardo B. Aquino, entered
into agreement for the extension of the water system to Sitio Nabuntogan, Banga
Caves which have given 266 pcs. 50mm uPVC pipes and the use of equipment
(backhoe) while manpower, fittings including the salary of the operator and the
provision for fuel (diesel) were financed by the RWD.
The following year, Feb. 1, 2008 the scheduled second water rate increase
under BOT Res. No. 191, s. 2007 dated Dec. 18, 2007 and RWD Board Res. No.
01, s. 2008 dated Jan. 16, 2008 was implemented. The increase in collection
somehow eased the fuel requirement problem of the three (3) pumping stations and
the payment of loan amortization to LWUA.
In the same year, Gawad Kalinga Housing Project has also been a recipient
of water connection benefiting seventy five (75) households. The municipal
government provided 150 pcs. (2 & 3 )uPVC Pipes and the rest was shouldered
by the district.
On the last quarter of the year 2008, KfW Loan Project had been 100%
completed and the district earned a surplus amounting to P2.4 Million which was
channeled to another extension line going to Port Junction Sur.
All of the plans and programs mentioned earlier were completed and
achieved on target and providing and supplying better water service to the
consuming populace. Subsequent expansion program of the water system are
being studied and programmed together with the funding requirements needed to
sustain the expansion and development to other waterless barangays. Just
recently, Board Resolution No. 6, s. of 2009 requesting for Financial Assistance
Package under its Non-LWUA Initiative Funds (NLIF) has been approved. Projects
to be funded as such is the extension of the line to Bgys. Port Junction Norte and
Godofredo Reyes, Sr. (GRS) and construction of storage facility. Projected water
consumer beneficiaries is around Two Hundred Fifty (250) households.
As of March 2010, this NLIF Project is 100% completed. But still the RWD is
facing a crucial problem which is connected with deforestation, the rampant illegal

cutting of trees for charcoal productions, the increase in the numbers of

concessionaires, the extended El Nio Phenomenon and the effect due to climate
change which drastically reduce the production/supply of all the 4 existing spring
sources located at Bgy, Panaytayan (Panaytayan, Pataan & Baleti Spring), Bgy.
Amomokpok (Hinagdanan Spring) including the 3 existing deep wells located at
Bgy. Banga Caves, Bgy. Agrupacion & Bgy. F. Simeon which also reduced its yield
to almost 70% from the original discharged resulting to non- supply of water some
of the coverage barangays especially the service areas with high elevation.
Recently, two (2) of our generator bagged down thereby affecting the distribution of
water supply to the discomfort of the consumers. So, another Board Res. No. 6, s.
2012 has been approved for the Salintubig Project funded by the Department of
Health thru LWUA amounting to P5.84 Million for the Rehabilitation of Agrupacion
Pumping Station which is on-going as of this writing and part of it will be for the
Source Development at Bgy. Upper Binahan, Sitio Burabod, Ragay, Cam. Sur. To
remedy our problems, our Board of Directors several times requested for financial
assistance from the different political personalities both national and local to boast
our water supply capability however, there was no reply as of this writing. Hopefully,
before the end of this year we could recover from our ailing problems.
Today, the expansion of the water service covers 16 barangays. Its
Networth is about 69 million pesos and servicing 2,453 water connections.

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VISION
It is envisioned that the Ragay Water District will contribute to the
development of a healthy community thru the provision of a continuous and
adequate and safe potable water system affordable water rates and effective
sewerage/waste disposal system with the financial support of generous lending
institution in terms of part loan/grants and thereafter became self-reliant to be able
to continue to provide such services on its own to the utmost satisfaction of the
customers.

MISSION
The Ragay Water District commits itself to continuously and satisfactorily
provide its service area with adequate safe potable and effective sewerage/waste
disposal system thru part grants/loan and achieve financial capability to pay back

such loans and thereafter continue rendering such service satisfactorily with
minimum input but producing maximum output; and provide the RWD Personnel
with standardized salaries and benefits.

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PERFORMANCE PLEDGE
We, the officials and employees of the
RWD commits to:

Readily

serve you promptly, efficiently and

with utmost courtesy by our dedicated
personnel with proper identification from
Monday to Friday, 7:00 A.M. 5:00 P.M.

Willingly

listen to your needs through

public assistance and complaint desk,
text (0947-351-5294) and respond to
your complaints about our services
within the day.

Develop

a transparent system that will

serve our consumers to the highest
standards and eradicate corruption and
adhere
to
highest
standards
of
government service.

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FRONTLINE SERVICES
1. New Service Application
2. Reconnection of Water Service
3. Request for Change of Account Name
4. Water Bill Payment & Other Fees
a) Government Agency
b) Residential, Commercial & Other
Fees
5. Service Complaints
a) High Consumption
b) Change of Defective Water Meter
b.1) Due to Force Majeure
b.2) Due to Concessionaires
Negligence

6. Service Request
a) Leakage before the water meter
7.Installation of New Service Connection
8. Senior Citizen Discount

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FEEDBACK AND REDRESS

MECHANISM
To help improve or assess our services,
you may send your comments and
commendations and complaints through the
following:
1. Accomplish the feedback form which
is
available at the Public Assistance
Desk.

2. Short Message System through text,

with CP No. 0947-351-5294.
3. Talk to our Officer of the Day
4. Call us at the ff: nos.
CP No. 09473515294 - GM Tuazon
CP No. 09092421137 Rommel
Mallo
CP No. 09108694331 Editha
Jarabejo
CP No. 09303408665 Oscar
Rotiquio
Citizens Charter Manual