ANNEX C TOLEDO CITY WATER DISTRICT MANAGEMENT REVIEW

ANNEX C TOLEDO CITY WATER DISTRICT MANAGEMENT REVIEW October 4, 2017

Agenda: • changes in external and internal issues that are relevant to the quality management system; • information on the performance and effectiveness of the quality management system, including trends in: 1) customer satisfaction and feedback from relevant interested parties; 2) the extent to which quality objectives have been met; 3) process performance and conformity of products and services; 4) nonconformities and corrective actions; 5) monitoring and measurement results; 6) audit results; 7) the performance of external providers; • the adequacy of resources; • the effectiveness of actions taken to address risks and opportunities (see 6. 1); • opportunities for improvement.

DISCUSSION OF ACTION PLANS ON SWOT ANALYSIS

ACTION PLANS ON SWOT ANALYSIS INTERNAL FACTORS Strengths Action Plans 1. Staff competence • Capability building through Training and Development Programs • Implementation of the SPMS • Rewards & Recognition System 2. Safe work environment • Workplace Safety Consciousness Program • Strictly implement the wearing of PPEs 3. Quality Water Distribution • Purchase electronic Chlorine Residual Monitoring Equipment • Install additional chlorinators • Install enclosure of chlorinators • Secure all pump houses • Install water treatment facility for the East & North supply sources

ACTION PLANS ON SWOT ANALYSIS INTERNAL FACTORS Strengths Action Plans 4. Customer Focus • • • Automated text complaints system Billing Text blast Advisory Text blast/information dissemination Call-back system Compliance to GAD Mainstreaming Policies 5. Leadership • Revisit Mission and Vision statements and resonating the same to the employees • Create an environment that fosters communication among your team and across teams through regular weekly coordination meeting and monthly General Staff Meeting • Monthly Management Review on the QMS Monitoring results

ACTION PLANS ON SWOT ANALYSIS INTERNAL FACTORS Strengths 6. Good relationship with interested parties Action Plans • Improve public relations • Collaborate and support LGU water subsidy program • Corporate Responsibility Programs

ACTION PLANS ON SWOT ANALYSIS INTERNAL FACTORS Weaknesses Action Plans 1. Equipment Maintenance • Establish PMS for equipment & vehicles 2. Record filing • Establish Records Management System • Create virtual library • Acquire a van to store Acctg. hardfiles 3. Rented building • Finalize documents for the LGU donated lots • Budget for the proposed construction of the new TCWD bldg 4. High Non-revenue water • Replacement of pipelines at the Central Section • Establishing District Metering Areas (DMAs) • Massive replacement of water meters which are above five years

ACTION PLANS ON SWOT ANALYSIS INTERNAL FACTORS Weaknesses Action Plans 5. Monitoring of the consistency of the processes • Periodic (quarterly) conduct of Internal Audit • Monthly Management Review on target accomplishments and ongoing compliances • Designation of ISO Coordinators by Division 6. Office Cleanliness • Incentive program/s to sustain housekeeping efforts in the office • Introduction of 5 S

ACTION PLANS ON SWOT ANALYSIS EXTERNAL FACTORS Opportunities Action Plans 1. Linkages with Stakeholders • Encouraging stakeholder participation in the decision-making process • Providing timely information • Open, and honest communication • Enhancement of the website • Newsletter (semi-annual) 2. Partnership with the Local Government Unit • Sustain LGU relationship by constant coordination • Updating the concerned Brgy Council and the City Government on all developments of the water district

ACTION PLANS ON SWOT ANALYSIS EXTERNAL FACTORS Threats Action Plans 1. Political Issues & Conflicts 2. Climate Change • Develop Watershed Protection Programs • In coordination with the Toledo City Government, charge water levies to commercial and industrial users for protection and rehabilitation of watersheds and livelihood projects of people living inside the watershed.

Customer Satisfaction Form has been given to 150 respondents (Concessionaires of TCWD) conducted last July 14, 2017 to August 24, 2017

A. Service Delivery Satisfaction

B. Water Supply

C. Overall Customer Satisfaction Index MAJOR COMMENTS: 1. Excellent service, so far nindot ang service (8) 2. Kung puede 24 hours ang agas (7) 3. Pa kusgan ang pressure sa water (6) 4. Dalian og aksyon kung naay guba (6) 5. Limpyohan ang tubig (4) Conclusion: Based on the data obtained the overall customer satisfaction index shows that 42% have excellent respond, 37% good, 14% adequate, 4% poor, and 3% very poor.

Quality Targets and Monitoring per Division (Issue Corrective Actions if targets are not achieved with correction, corrective action plans, responsible person and target dates. )

COMMERCIAL 100% on time reading with less than 5% backlog reading 5. 00% 3. 5 Zero incidence of Billing Adjustment 3 Memo 6. 00% 2. 5 Axis Title 4. 00% 3. 00% 2 1. 5 2. 00% 1 1. 00% 0. 5 0. 00% Actual Target July 0. 60% 5% Aug 1. 60% 5% Sep 0. 50% 5% 0 Actual Target July 3 0 Aug 0 0 Sep 0 0

COMMERCIAL 0. 06 0. 05 Increase on time payment ratio by 3% 0. 06 0. 05 0. 04 0. 03 0. 02 0. 01 0 0 July Actual Aug. Target Sep Increase Collection Efficiency by 5% July Actual Aug. Target Sep

ACCOUNTING/CASHIERING Action Plan: Do monitoring from the acceptance of payments until validation Action Plan: Add time of turn over of cash on the Collection report per teller and on the Collection turn-over receipt

PRODUCTION AND MAINTENANCE 40% Reduce of NRW not to exceed 30 % 35% 30% 25% 20% 15% 10% 5% 0% July August Actual Target September

ENGINEERING 8% increase in volume production upon operation 9% 8% 7% 6% 5% 4% 3% 2% 1% 0% July August Target Actual September

Non-conformance and Corrective Action Audit Report (Discuss all action plans that addresses the nonconformances. Actions plans needs to be stated in the Minutes of the Meeting)

Supplier Performance Evaluation Supplier Name Rating Pass/ Fail Great Star A Konsult, Inc. 52. 5 fail WES Automation Corporation 91. 25 pass ABC Coco Lumber & General Merchandise 76. 25 pass Techno-Trade Resources, Inc. 71. 25 fail Cebu Progress Commercial 61. 25 fail Vannix Computer Center and Enterprise 73. 75 fail Access Frontier Technologies, Inc. 58. 75 fail Perfect Star PC Shoppe 52. 5 fail KJL Computer Enterprises 77. 5 pass Isa-con Enterprises 91. 25 pass Jubros Auto Parts Supply 93. 75 pass

Adequacy of Resources A. PEOPLE - There are unfilled positions based on DBM approved Table of Organization for TCWD B. EQUIPMENT - Equipment for OPEX reduction plans • Variable Frequency drive- 3 out of 14 of the pumping station already implemented VFD (can drop OPEX by 30%) • Renewable power- ongoing prototyping

FOR NON-REVENUE WATER • District Meter Area to monitor water flow • Replacement of dilapidated pipeline in the Central Area OTHERS: • Change meters to replace meters more than 5 years to maintain meter efficiency - 35. 7% complete • Automated monitoring of pumping stations using IP Camera

C. ORGANIZATIONAL KNOWLEDGE • Establish Operations Manual • Crafting of Water Safety Plan

DISCUSSION OF ACTIONS TAKEN IN THE RISK ASSESSMENT MATRIX (per Division)

RISK ASSESSMENT MATRIX (Administrative & Human Resource Dept)

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RISK ASSESSMENT MAt. RIx Acctg - Disbursement

RISK ASSESSMENT MAt. RIx Acctg - Cashiering

OPEN FORUM