Page 6 - BULOS Issue 16

COMCEN: A FUNDAMENTAL ELEMENT

TO MNWD’S OPERATIONS AND SERVICES

Water-related issues happen almost every day, and MNWD’s operation. When most were forced at
when these do, consumers are bound to report such standstill, MNWD was able to continuously serve its
to their respective water districts. The Metropolitan customers through the ComCen. Our communication
Naga Water District (MNWD) receives several of these lines remained active since the enhanced community
water-related reports from a number of its consumers quarantine up to this day. Despite the pandemic,
within the coverage area. The question is, how does MNWD was able to respond to thousands of concerns
the District respond to these daily reported concerns? and efficiently mobilize its workforce to ensure
In order to cater to these issues and demands, uninterrupted water supply within its service coverage
MNWD responds through its Communication Center area.
(ComCen) operating 24/7 manned by our Telephone Other than our hotline numbers, MNWD also
and Radio operators. All customer reports through responds to concerns sent through social media
phone and social media account are received and or the MNWD’s Facebook page. Since our way of
responded upon by the said unit including internal communicating becomes more digital every day, the
communication reports from our pumping stations. District regards social media as an effective channel
These reports are then forwarded to the concerned to receive customer feedback and concerns especially
divisions for corresponding course of action. during the quarantine period.
For the past years since it was established in The MNWD ComCen plays a big role in mitigating
2016, ComCen has responded to numerous reports water-related issues experienced by our consumers
such as broken pipes, dirty water, leakage or concerns at the same time in providing quality service. It is a
with water pressure and water supply which were part of our relentless commitment to provide fast
directed to various offices of the Operations and and technologically suitable water services to the
Technical Services Group and Administrative and communities we serve. And one way to achieve
ComCen’s Telephone and Radio Operators are always on Finance Group. that is by reaching out to the public through various
standby and ready to answer to incoming water-related Year 2020 was definitely a challenging period for communication platforms.
concerns, 24/7.

MNWD AT

YOUR

SERVICE!

Metropolitan Naga Water District (MNWD) finally opened its newly-
improved customer service area to all its consumers on January 20, 2021.
With an even more spacious lobby, 8 tellers for bill payment, and a customer
service team – MNWD is more than ready to serve any transactions with
comfort and ease.
Customers may visit the MNWD office from Mondays to Fridays (8 am -
5 pm) for water-related concerns such as applying for a new water service
connection, reconnection, retapping, change of registration, and more.
Meanwhile, the schedule for bills payment is extended until Saturday from
8 am - 12 nn.
As we move forward, MNWD will continue to find ways to be better and
ensure good customer experience.

6 JANUARY - JUNE 2021 METROPOLITAN NAGA WATER DISTRICT