To ensure the highest quality service, the signing of a Memorandum of Agreement between the Metropolitan and Waterworks Sewerage System Regulatory Office (MWSS-RO) and the University of the Philippines Center for Integrative and Development Studies (UP CIDS) for the conduct of a Customer Satisfaction Survey (CSS) was held on 1 June 2016 at the Office of the Chief Regulator, MWSS, Katipunan Road, Balara, Quezon City.
The MWSS RO led by Chief Regulator, Dr. Joel C. Yu and the UP CIDS represented by its Executive Director, Dr. Edna Estifania A. Co entered into an agreement for the conduct of a third party CSS for MWSS. The conduct of a CSS is in compliance with the Governance Commission for GOCCs’ (GCG) requirement and in recognition of the importance of knowing and understanding customers’ needs and expectations in improving the service delivery of the MWSS-RO.
Also present during the MOA signing were MWSS-RO Customer Service Regulation Area Deputy Administrator Ma. Genaline R. Valera, Department Managers Randolf Q. Marcial, Rosendo O. Alegre, Supervising Water Utilities Regulation Officer Melchor S. Cordova, and OCR Head Technical Assistant and Acting Manager of the Public Information Department, Atty. Kristin A. San Pedro. UP CIDS representatives were Co-Project Director Portia Silang and Technical Expert, Dr. Ador Torneo.
Chief Regulator Yu said that the survey results will not only serve the purpose of GCG but will also be used as baseline information for future analysis in assessing and improving MWS-RO service performance.
MWSS-RO will focus its CSS on the consuming public or the customers. In particular, the CSS aims to determine customer satisfaction rating with regard to handling of customer complaints received by the office. Coverage of these complaints is related to billing and questions on the delivery of water and wastewater services by the two concessionaires, Manila Water Company, Inc. for the East Zone and Maynilad Water Services, Inc. for the West Zone. The CSS will involve the conduct of survey and interview of customers whose complaints have been resolved.
Another venue where survey and interview of participants will be conducted is through the Public Information Drives and Public Dialogues organized by the MWSS-RO in collaboration with the concessionaires.
The CSS also aims to gather baseline information on customer needs, expectations, and issues as well as to identify potential problems and challenges concerning the quality of service rendered by the MWSS-RO.
In addition, an online survey on the effectiveness of the MWSS-RO website will also be conducted. While the results of this survey will not form part of the GCG’s requirement, they will provide insights on the relevance of including an online survey in assessing the satisfaction of the stakeholders of MWSS-RO as regards its website. The online survey can also provide inputs on how the MWSS-RO can improve the contents and design of its website.
UP CIDS is expected to complete the project in six months.