2007 Sustainability Report - Manila Water Company
2007 Sustainability Report - Manila Water Company
2007 Sustainability Report - Manila Water Company
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Who We Are and What We Do<br />
Providing Customer Service<br />
We believe in putting a premium on customers; hence, our<br />
“customer-first” policy.<br />
<strong>Water</strong> Service Application<br />
A prospective customer applying for a service connection is provided<br />
assistance and guidance in the application process. A Territory Manager<br />
(TM) inspects the area to assure the efficient delivery of water. Once<br />
all the requirements are completed and submitted together with the<br />
application form, water service connection will then be installed.<br />
Our standard to install a water service connection application is within<br />
seven (7) days upon receipt of requirements.<br />
Meter Reading<br />
A customer is billed for his consumption of water over an average period of<br />
30 days. <strong>Water</strong> meters are read by Meter Consumption Analysts (MCA) who<br />
also inspect meters for damage or possible tampering. They also interact<br />
with customers to identify any other concerns. Data gathered by MCAs are<br />
then uploaded into the system for validation. Once validated, it is then<br />
processed for invoicing, billing, and printing.<br />
To preserve accuracy of information, all data are uploaded to the system<br />
on the same day they were gathered from the field.<br />
Billing<br />
Printed bills are brought to the Business Area (BA) offices at the start<br />
of each day for final validation. This is to ensure that customers only<br />
receive bills with correct and accurate information. Validated bills are<br />
delivered by bill couriers to customers.<br />
Each customer will be able to receive his monthly bill five (5) days after<br />
meter reading by the MCA.<br />
After Sales<br />
MANILA WATER COMPANY, INC.<br />
12<br />
We strive to maintain a healthy relationship with our customers by using<br />
a proactive strategy. Reminders about due dates are given to customers<br />
along with advice on their water consumption. This system has succeeded<br />
in improving the level of collection efficiency for us.<br />
Our standard for complaints resolution is 24x5. This means that each<br />
complaint will be acknowledged by the TM within 24 hours and must be<br />
resolved within 5 days.
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