(054) 277-4269
Philippine Standard Time

September 19, 2020
FOREWORD
“One of the pre-requisites to the orderly and well-balanced growth of urban areas is
an effective system of local water utilities,
the absence of which is recognized as a deterrent to economic growth,
a hazard to public health and an irritant to the spirit and well-being of the citizenry,”
so goes the letters of Presidential Decree 198, otherwise known as the Local Water Utilities Act of 1973.
Bato Water District have been in existence for twenty five years,
is trying its very best to continue delivering decent public service and thus fulfill its mandated duty.
Fully aware that BWD is providing a very important commodity;
our day to day operations are so designed for the optimum satisfaction of our stakeholders.

This Citizen’s Charter further enhances our commitment to be a credible,
transparent, efficient and effective government utility.
The basic information regarding BWD provided herein,
aims to make our concessionaires not only well-informed,
but ultimately becomes a strong and reliable partner.


ENGR. PAUL RAYMOND L. BONNEVIE
General Manager D
ORGANIZATIONAL PROFILE
Bato Water District (BWD), formerly known as Bato Rural Waterworks Association (BRUWASA) was created by virtue of Sangguniang Bayan Resolution No. 898-105 dated December 15,1989. On April 30, 1990, the Local Water Utilities Administration (LWUA) issued the water district Conditional Certificate of Conformance (CCC) No. 437 which qualified it to avail of financial assistance for its developmental plans and targets.

The locality has an existing water supply system which was originally constructed by the Project Management Office (PMO) of the Department Of Public Works and Highways (DPWH) in 1985 and was turned over to Bato Water District in March 1990. The Water System is composed of a deep well as source, an elevated steel tank, and pipelines with sizes ranging from 70 to 200 mm. With the continuous request from the residents of Barangay San Vicente and San Miguel to extend water service to their areas, BWD requested LWUA to prepare an Engineering Study (ES). The amount of Php 3.96 M was allocated for this ES. The components included source development, pumping facilities, pipelines and service connections.

OFFICE ADDRESS
Santiago, Bato, Camarines Sur

TELEFAX
(054) 277-4269

E-MAIL ADDRESS
bwd_batocamsur@yahoo.com

OFFICE HOURS
8:00 A.M. to 12:00 P.M.
1:00 P.M. to 5:00 P.M.
Mondays to Fridays EXCEPT Holidays
MISSION

Through its competent, highly motivated 
and effective human resource,
this self-reliant, economically viable 
and service-oriented institution shall, 
to the satisfaction 
of the consuming public, 
provide quality and efficient water service.


VISION

The Bato Water District
is a Service-Oriented Institution
committed to the highest levels 
of excellence in
Local Water Utility Systems 
within its jurisdiction


GOALS

Sustained financial capability
Improved system and reliable operations
Expanded service connection coverage
Increased organizational effectiveness
Secured, controlled, and managed water sources and corresponding recharge areas and watershed
PERFORMANCE PLEDGE
We, the officials and employees of the Bato Water district commit to:
Serve you promptly, efficiently, and with utmost courtesy
by authorized personnel with proper identification from
Monday to Friday, 8:00 a.m. to 5:00 p.m.;

Ensure strict compliance with service standards,
with written explanation for any delays in frontline services;

Respond to your complaint about our services the soonest or within the day through
our complaint and assistance desk and take corrective measures;

Value every citizen’s comments, suggestions and needs,
including those with special needs such as the differently-abled, pregnant women and senior citizens;

Empower the public through access to information on our policies, programs, activities
and service through our officials and employees and through our contact number, (054) 277-4269
All these we pledge because YOU deserve no less.
FEEDBACK & REDRESS MECHANISM
  • Accomplish our Feedback Form available in the office and put it in the drop box at the front window.
  • Send your feedback through e-mail (bwd_batocamsur@yahoo.com) or call us at (054)277-4269
  • Talk to our OFFICER OF THE DAY
If you are not satisfied with our service, your written/verbal complaints shall immediately be attended by the Officer of the Day at the Public Assistance and Complaints DeskTHANK YOU for helping us continuously improve our service

THE MANAGEMENT
ANTI-RED TAPE ACT (ARTA)
In compliance with the provisions under Republic Act No. 9485, otherwise known as “An Act to Improve Efficiency in the Delivery of Government Service to the Public by Reducing Bureaucratic Red Tape, Preventing Graft and Corruption, and Providing Penalties Thereof” or the Anti-Red Tape Act (ARTA) of 2007 and its Implementing Rules and Regulations (IRR) promulgated through Resolution No.081471 by the Civil Service Commission (CSC) to ensure uninterrupted service throughout business hours
FRONTLINE SERVICES INFORMATION BULLETIN
PUBLIC ASSISTANCE AND COMPLAINT DESK
ANTI-FIXER CAMPAIGN
NO NOON BREAK POLICY
NO SMOKING POLICY
In compliance with the Memorandum Circular No.17 series of 2009 by the Civil Service Commission (CSC) adopting and promulgating the Tobacco Regulation Act of 2003 (Republic Act 9211) and the World Health Organization (WHO) Framework Convention on Tobacco Control (FCTC), Article 8 and its guidelines to encourage people to quit smoking and to protect people from exposure to secondhand smoke.
PRIORITY/SPECIAL LANE FOR PWD'S
CLOSE CIRCUIT TELEVISION (CCTV) MONITORING
WORKFLOW CHART
FRONTLINE SERVICES
APPLICATION FOR NEW SERVICE CONNECTION
Activities/Process Fees Forms Processing Time Person In Charge
Instruction for the filling-up of Application form n/a

Application form

10 minutes Peñaflorida, Toni Grace R.
ADMIN. SERVICES ASST. C
Inspection of the proposed area n/a

Service Construction & Application Order

15 minutes Duncab, Zaldy A.
WRFO- B
Procure signature and approval of officer from BWD n/a

Service Construction & Application Order

5 minutes Duncab, Zaldy A.
WRFO- B
Payment at the BWD office

P 1,650.00 (+ other fees)

 Official Receipt

5 minutes

Hernandez, Marieson B.
CASHIER C
Approval of Application of New Concessionaire n/a

Application Form/ official receipt

3 minutes Bonnevie, Paul Raymond L.
GEN. MANAGER D
Service order are processed and forwarded to Technical section na Application Form/ official receipt 45 minutes Duncab, Zaldy A./Sacueza, Edwin
WRFO- B
Connection of New Water Service n/a Application Form/ official receipt Accomplished 3 working days upon payment Duncab, Zaldy A./Sacueza, Edwin
WRFO- B
END OF TRANSACTIONS
REQUEST FOR RECONNECTION
Activities/Process Fees Forms Processing Time Person In Charge
Fill-up request form n/a Request
For Reconnection Form
5 minutes Peñaflorida, Toni Grace R.
ADMIN. SERVICES ASST. C
Payment of Arrears/Accounts outstanding balance Official Receipt 5 minutes Hernandez, Marieson B.
CASHIER C
Payment of Reconnection Fee 1 wk from disco-P 50.00

2-3 wks. from disco- P100.00

More than 1 mo. From disco.- P 500.00
Official Receipt 5 minutes Hernandez, Marieson B.
CASHIER C
Aapproval for Reconnection n/a Request for Reconnection Form/ Official Receipt 2 minutes Bonnevie, Paul Raymond L.
GEN. MANAGER D
Processing of reconnections forwared to Technical Section n/a Request for Reconnection Form/ Official Receipt 30 minutes to 1 hour Duncab, Zaldy A./Sacueza, Edwin
WRFO- B
Reconnection of Water Service n/a Request for Reconnection Form/ Official Receipt Accomplished within 2 days upon payment Duncab, Zaldy A./Sacueza, Edwin
WRFO- B
END OF TRANSACTIONS
REQUEST FOR DISCONNECTION
Activities/Process Fees Forms Processing Time Person In Charge
fill-up request for disconnection form n/a  disconnection request form 3 minutes Peñaflorida, Toni Grace R.
ADMIN. SERVICES ASST. C
payment of arrearages (if any) outstanding balance Official Receipt 5 minutes Hernandez, Marieson B.
CASHIER C
approval for disconnection n/a disconnection request form/official receipt 2 minutes Bonnevie, Paul Raymond L.
GEN. MANAGER D
Service order for disconnection processed and forwared to Technical Section n/a Service order/Disconnection request form/Official receipt 15 minutes Peñaflorida, Toni Grace R.
ADMIN. SERVICES ASST. C
approval for disconnection n/a Service order/Disconnection request form/Official receipt Accomplished within 2 day upon receipt of request Duncab, Zaldy A./Sacueza, Edwin
WRFO- B
END OF TRANSACTIONS
REQUEST FOR REPAIR/MAINTENANCE OF WATER SERVICE
Activities/Process Fees Forms Processing Time Person In Charge
fill-up request for repair form purchase of materials needed for repair (price varies depending on material used request for repair/maintenance repair form 3 minutes Peñaflorida, Toni Grace R.
ADMIN. SERVICES ASST. C
approval for repair of service connection n/a request for repair/maintenance repair form 3 minutes Bonnevie, Paul Raymond L.
GEN. MANAGER D
Service order forwared to the Technical Ssectio n n/a request for repair/maintenance repair form 30 upon receipt of complaint Peñaflorida, Toni Grace R.
ADMIN. SERVICES ASST. C
repair of water service connection n/a request for repair/maintenance repair form Accomplished within 3 working days upon receipt of complain/t detection Duncab, Zaldy A./Sacueza, Edwin
WRFO- B
END OF TRANSACTIONS
REQUEST FOR CHANGE OF DEFECTIVE METER
Activities/Process Fees Forms Processing Time Person In Charge
fill-up request for change meter form n/a

Note:  if purposely damaged upon investigation, payment of
P 950.00 is required
Request for transfer of water meter form 3 minutes Peñaflorida, Toni Grace R.
ADMIN. SERVICES ASST. C
approval for change meter n/a Request for transfer of water meter form 2 minutes Bonnevie, Paul Raymond L.
GEN. MANAGER D
Forwared to Technical Section n/a Request for transfer of water meter form 10 minutes upon receipt of request Peñaflorida, Toni Grace R.
ADMIN. SERVICES ASST. C
change meter n/a Request for transfer of water meter form accomplished within 3 working days upon receipt of request Duncab, Zaldy A./Sacueza, Edwin
WRFO- B
END OF TRANSACTIONS
REQUEST FOR TRANSFER OF WATER METER LOCATION
Activities/Process Fees Forms Processing Time Person In Charge
fill-up request form fees depends on the materials used for the relocation of water meter plus
Php 200.00 relocation fee
Request for transfer of water meter form 5 minutes Peñaflorida, Toni Grace R.
ADMIN. SERVICES ASST. C
approval for the relocation of water meter n/a Request for transfer of water meter form 3 minutes Bonnevie, Paul Raymond L.
GEN. MANAGER D
Service order forwarded to Technical Section n/a Service Oorder 10 minutes upon receipt of request Peñaflorida, Toni Grace R.
ADMIN. SERVICES ASST. C
relocation of water meter n/a Request for transfer of water meter form Accomplished 3 working days upon receipt of request Duncab, Zaldy A./Sacueza, Edwin
WRFO- B
END OF TRANSACTIONS
REQUEST FOR CHANGE OF REGISTERED NAME
Activities/Process Fees Forms Processing Time Person In Charge
fill-up request form  Php 100.00 request for change name form 3 minutes Hernandez, Marieson B.
CASHIER C
approval for change name n/a request for change name form 3 minutes Bonnevie, Paul Raymond L.
GEN. MANAGER D
change of registered name in the master list n/a request for change name form 3 minutes Peñaflorida, Toni Grace R.
ADMIN. SERVICES ASST. C
END OF TRANSACTIONS
PAYMENT OF WATER BILLS
Activities/Process Fees Forms Processing Time Person In Charge
verification of statement of accounts n/a Statement of Accounts/Master List of Concessionaires 30 seconds Hernandez, Marieson B.
CASHIER C
payment of water bill due depends on the water bill due Official Receipt 3 minutes Hernandez, Marieson B.
CASHIER C
issuance of official receipt depends on the water bill due Official Receipt 3 minutes Hernandez, Marieson B.
CASHIER C
END OF TRANSACTIONS
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