Frequency FINAL

Chapter 4
RESULTS AND DISCUSSION
This chapter presents the analyses of interpretation of data gathered out of the survey about Service
Delivery of Water Districts in Pangasinan: Basis for Development Model among water district employees
used in the study and presented according to the
Table 1 shows the level of effectiveness of Service Delivery of Water Districts in Pangasinan: Basis for
Development Model of Rosales, Binmaley, Manaoag, Bayambang, Alaminos, Urdaneta water districts
employees along tangibles, reliability, responsiveness, assurance and empathy.
Frequency
1 2 3 4 TOTAL Perce
nt
External Internal External Internal External Internal External Internal External Internal
Employees’ dignified 110 45 164 50 70 35 11 22 355 152 100.0

look in their uniform
Courtesy of 114 48 150 53 85 40 6 4 355 152 100.0
employees to clients
and stakeholders
Public perception of 94 28 250 75 7 3 4 1 355 152 100.0
quality of service
delivery
Frequency
1 2 3 4 TOTAL Perce
nt
Hotline numbers 100.0

available and fully 23 10 10 4
235 101 97 42 355 152
functional
Complaints desk in 100.0
place and fully 196 84 149 64 10 4 4 2 355 152
functional
Professional, sincere 100.0
and caring attitude 228 98 106 46 19 8 1 1 355 152
of employees to
other stakeholders
from all walks of life
Frequency
1 2 3 4 TOTAL Perce
nt
Quality of 100.0
infrastructure works
125 82 120 45 100 20 10 5
355 152
Technical skills and 100.0
knowhow of field 150 84 110 44 85 10 10 2 355 152
workers
Adequacy of 100.0
continuing training 228 98 106 46 19 8 1 1 355 152
skilled workers
Frequency
1 2 3 4 TOTAL Perce
nt
Fast completion of 100.0

maintenance works
135 90 115 50 95 10 10 2
355 152
Attending to 100.0
maintenance and 5 4 4 2 355 152
140 84 110 64
repair needs of
clientele
Short waiting time 100.0
for completion of 228 98 106 46 19 8 1 1 355 152
repair and
maintenance works
Frequency
1 2 3 4 TOTAL Perce
nt
Attending 100.0
employee’s show of 95 10 10 2
355 152
135 90 115 50
sincerity in knowing
the client’s name
Unique, 100.0
individualized
5 4 4 2 355 152
treatment of client’s 140 84 110 64
needs and
preferences
Efficient system of 100.0
attending to client 228 98 106 46 19 8 1 1 355 152
needs as evidenced
by adequate and
comfortable lounge
facilities
Frequency
1 2 3 4 5 TOTAL Perc
ent
External Internal External Internal External Internal External Internal External Internal External Internal
The
water
100.
district
0
is
aggress
ive in
keepin
g
abreast
with
trends
in 51 22
146 63 355 152
service 11 5 146 63 146 63
deliver
y and
innovat
ions in
the
water
utility
sector
(Aggres
sivenes
s)
All
employ
100.
ees do
0
their
share
in
attaini 50 21 105 45 179 77
ng a 10 4 50 21
commo
355 152
n goal
for the
district
(Team
work)
The
organiz
ation
355 152 100.
would
rather 10 4 10 4 53 22 127 55 162 70 0
take
busines
s risks
than
play
safe
(Risk-
taking)
Frequency
ent
Timely
submis
100.
sion
0
and
publica 119 51 205 88 18 8 3 2 10 4 355 152
tion of
periodi
c
reports
Involve
ment
100.
of
0
consu
mers at
differe
nt
stages
in the
5 2 8 3 10 4 355 152
life 74 32 259 111
cycle of
the
service
(includi
ng
technol
ogy
selecti
on)
Citizen’
s
charter
355 152 100.
is
posted 0
in
conspic
uous 130 56 176 75
39 17 10 4 1 1
area of
the
water
district
premis
es,
showin
g
proced
ural
steps
in
doing
transac
tions in
the
district
office
Frequency
ent
Plannin
g is
always
with
the
aim of
full
covera
ge and 130 56 176 75
39 17 10 4 1 1 355 152 100.
to be
directe 0
d by
clear
nation
al
policy
All
stakeh
older
especia
lly
consu 12 5 355 152 100.
mers 105 45 176 75
50 21 10 4 0
have
access
to
inform
ation
Citizen’
s
charter
is
posted
in
conspic
uous 130 56 176 75
39 17 10 4 1 1 355 152 100.
area of
0
the
water
district
premis
es,
showin
g
proced
ural
steps
in
doing
transac
tions in
the
district
office
Frequency
ent
Existen
ce of
system
s and
partici
patory
mecha
nisms
that
allow 18 8 3 2
for 119 51 205 88 10 4 355 152
engage 100.
ment 0
betwee
n
stakeh
olders
and
official
s
Comm
unity
memb
ers, as
stakeh
olders
of the
water
district,
5 2 8 3 10 4 355 152 100.
partak
e in the 74 32 259 111 0
develo
pment
of
policy
to
decisio
n
making
(inform
ed
choice)
Comm
unity
memb
ers are
given
active
formal
role in 130 56 176 7
39 17 10 4 1 1 355 152 100.
the
0
implem
entatio
n,
monito
ring
and
evaluat
ion of
infrastr
ucture
project
s of the
water
district
Frequency
ent
System
atic
and
conting
ency
11 5 10 4 355 152 100.
plannin 51 22
146 63 146 63 0
g and
invent
ory
update
s for
assets
are
carried
out
Suppor
t to
service
authori
ties
and
service 105 45 179 77 50 21 10 4 12 5 355 152 100.
provid
0
ers are
availab
le and
existen
t
Financi
al
forecas
355 152 100.
ting
are 127 55 162 70 53 22 10 4 10 4 0
conduc
ted at
least
annuall
y
Frequency
ent
Monito
ring
system
s track
indicat
ors of
infrastr
ucture
functio
nality
and
levels 10 4 355 152
205 88 119 51 18 8 3 2
of 100.
service 0
deliver
ed
against
nation
ally
agreed
norms
and
standar
ds
Monito
ring
system
s track
indicat
ors of
service
provid
259 111 74 32 5 2 8 3 10 4 355 152 100.
er
0
perfor
mance
and
levels
of
service
deliver
ed
against
nation
ally
agreed
norms
and
standar
ds
Adequ
ate
resourc
es
made
availab
le for
monito 176 75 130 56
39 17 10 4 1 1 355 152 100.
ring,
0
inform
ation
gatheri
ng,
researc
h and
innovat
ion
(includi
ng
technol
ogy
and
manag
ement
arrang
ements
)
Frequency
ent
The
water
district
provid
es
exactly
what 10 4 3 2 18 8 119 51 205 88 355 152 100.
the
custom 0
er
expect
s
(Predic
tability
)
The
manag
ement
involve
s all
stakeh
olders 10 4 8 3 5 2 74 32 259 111 355 152 100.
in
0
making
decisio
ns
(Partici
pation)
The
district
is open
to try
new
ideas
or 355 152 100.
strateg 1 1 10 4 176 75
39 17 130 56 0
ies
(Creati
vity)
Frequency
ent
The
district
is able
to
learn
from
experie
nces
and 10 4 3 2
18 8 119 51 205 88 355 152 100.
improv
es in 0
the
proces
s
(Adapt
ability)
The
district
is able
to
provid
e
produc
ts and
service
s as or
more
effectiv 10 4 8 3 5 2 74 32 259 111 355 152 100.
ely and 0
efficien
tly that
water
utilities
in the
area
(Comp
etitive
ness)
The
water
district
355 152 100.
always
try to 0
meet
standar
ds in 1 1 10 4 176 75
39 17 130 56
terms
of
service
s
deliver
y
(Confor
mity)
Frequency
1 2 3 4 TOTAL Perce
nt
Attachment 100.0
115 50 135 90 95 10 10 2
355 152
Attention to detail 100.0
(meticulous in
5 4 4 2 355 152
ensuring quality of 110 64 140 84
service delivery all
the time)
Communication 100.0
(Open 106 48 228 98 19 8 1 1 355 152
communication
between the
management and the
rank and file
employees)
Consistency (Being 100.0
steadfast and firm in 115 50 135 90 95 10 10 2
355 152
policies)
Frequency
1 2 3 4 TOTAL Perce
nt
External Internal External Internal External External External

Internal Internal Internal
Productivity (no one 110 45 164 50 70 35 11 22 100.0
must be idle)
355 152
Support 114 48 150 53 85 40 6 4 100.0
(management
355 152
provides financial,
emotional,
psychological and
other needs of its
employees)
Routinization (there 94 28 250 75 7 3 4 1 100.0
is a predictable,
355 152
unchanging set of
rules and
procedures being
followed)
Variety (importance 100.0
of diversity of work 95 10 10 2
355 152
and/or roles to 115 50 135 90
avoid boredom and
procrastination)
Frequency
1 2 3 4 TOTAL Perce
nt
100.0
People behave 95 10 10 2
355 152
appropriately when
they have trust in, 115 50 135 90
loyalty to, and
membership in the
water district
People behave 100.0
appropriately when
5 4 4 2 355 152
they understand the 110 64 140 84
importance and
impact of task.
People behave 100.0
appropriately when 106 46 228 98 19 8 1 1 355 152
they have clear
objectives and are
rewarded based on
their achievements
People behave 100.0
appropriately when
5 4 4 2 355 152
they have clear roles,
and procedures are 110 64 140 84
formally defined by
rules and regulations
Frequency
1 2 3 4 TOTAL Perce
nt
Competence 100.0
135 90 115 50 95 10 10 2
355 152
Collaboration (the 100.0
need to work with 140 84 110 64 5 4 4 2 355 152
others)
Growth (need to 100.0
professionally grow 228 98 106 46 19 8 1 1 355 152
in the organization)
Formalization 100.0
(Everything follows 95 10 10 2
135 90 115 50 355 152
certain sets of rules
all the time)
Frequency
1 2 3 4 TOTAL Perce
nt
External Internal External Internal External External External

Internal Internal Internal
Achievement (The 100.0
need to excel and 135 90 115 50 95 10 10 2
355 152
prove one’s worth)
Affiliation (feeling of 100.0
belongingness to 140 84 110 64 5 4 4 2 355 152
the organization)
Autonomy 100.0
(independence and 228 98 106 46 19 8 1 1 355 152
self-sufficiency)
Communication 100.0
140 84 110 64
5 4 4 2 355 152
Frequency
ent
All
employ
ees are
activel
y
involve
d in all
activiti 119 51 205 88 18 8
3 2 10 4 355 152 100.
es of
0
the
utility
(Emplo
yee
involve
ment)
The
manag
ement
has
mecha
nisms
that
allow
grievan
ces and
concer
ns to 74 39 259 111 5 2 8 3 10 4 355 152 100.
be 0
aired
throug
h
proper
channe
ls
(Open
commu
nicatio
n)
The
utility
is
sensitiv
e to
the
needs
of its 130 56 176 7
39 17 10 4 1 1 355 152 100.
clientel
0
e by
keepin
g itself
abreast
with
the
latest
trends
in the
industr
y by
bench
markin
g with
other
water
utilities
(Gathe
ring
costum
er and
compe
titor/n
eighbo
ring
utility
inform
ation)
Frequency
ent
The
district
s
regular
ly
conduc
ts
strateg
ic
1 1 355 152 100.
and/or 130 56 176 75 39 17 10 4
develo 0
pments
plans
and
update
s these
plans
(Planni
ng)
The
manag
ement
sees to
it that
end-
goals
are
met by
50 21 10 4 12 5 355 152 100.
comple 105 45 179 77
ting 0
tasks
on
schedu
le.
(Focus
on
task)
The
district
define
goals
for its
future
directi 355 152 100.
130 56
ons in 176 75 39 17 10 4 1 1 0
serving
its
clientel
e
(Goal-
setting
)
Frequency
1 2 3 4 TOTAL Perce
nt
Competition
(existence of
competitors is good,
or keeping track of
the constant 110 45 164 50 70 35 11 22 355 152 100.0
innovation in services
of the neighboring
water district is good
because it will
prevent
complacency)
Stimulation
(provision of
115 48 150 53 85 40 6 4 355 152 100.0
motivations to work
and achieve)
Trust (confidence
and belief of the
management in the
94 28 250 75 7 3 4 1 355 152 100.0
ability, competence
and skills of its
employees)
Acknowledgement or
appreciation of the
100.0
management of an 115 50 135 90 95 10 10 2
355 152
employee’s
accomplishment
Frequency
1 2 3 4 TOTAL Perce
nt
Achievement 110 45 164 50 70 35 11 22 100.0

(Management’s
355 152
recognition of
employees’ efforts)
Change 114 48 150 53 85 40 6 4 100.0
(Implementation of
355 152
reforms in the
organization)
Human affiliation 94 28 250 75 7 3 4 1 100.0
(partnerships or
355 152
linkages)
Stability (security of 100.0
the organization) 115 50 135 90 95 10 10 2
355 152
Frequency
ent
The
water
district
person
nel are
able to
minimi
ze
losses
by
appreh
ending 18 8 119 51 205 88 355 152 100.
10 4 3 2
theft 0
by
using
illegal
tappin
g/conn
ections
or
meter
tamper
ing.
The
water
district
person
nel are
able to
minimi
ze
physica
l losses
by 74 32 259 111 355 152 100.
preven 10 4 8 3 5 2 0
ting
leaks
throug
h
consta
nt
monito
ring
and
regular
mainte
nance.
The
water
district
conduc
ts
public
educati
on/aw 1 1 10 4
39 17 130 56 176 75 355 152 100.
arenes
0
s
campai
gns on
reporti
ng
illegal
connec
tions
as
reflect
ed by
very
low to
zero
losses
charge
in the
monthl
y
billing.
Frequency
ent
Coordi
nation
of the
district
with
govern
ment
agenci
es
regardi 18 8 119 51
ng land 10 4 3 2 205 88 355 152 100.
use 0
during
pipe-
laying
and
other
related
water
works.
Suppor
t for
100.
and
0
active
role in
the 5 2
protect 10 4 8 3
74 32 259 111 355 152
ion of
water
source
s in
place
Routin
e
inspect 1 1 10 4
39 17 130 56 176 75 355 152 100.
ion/mo
nitorin 0
g and
evaluat
ion of
infrastr
ucture
Frequency
ent
Issuanc
e of
billing
notices
/receip 119 51 205 88 100.
ts as 18 8 3 2
10 4 355 152 0
soon as
reading
is done
Keepin
g the
100.
volume
0
of
tardy 74 32 259 111 5 2 8 3 10 4 355 152
payme
nts to a
minim
um
Ability
to
meet
monthl
130 56 176 75
y 39 17 10 4 1 1 355 152 100.
target
0
collecti
on
Frequency
ent
The
district
is able
to
respon
d to
compla
ints
100.
within 10 4 3 2
18 8 119 51 205 88 355 152 0
one
week
from
receipt
of
compla
int
Concer
ned
100.
units of
10 4 8 3 0
the
district
inform
ed of
the
compla
5 2 74 32 259 111 355 152
int
within
the
same
day the
compla
ints
was
receive
d.
The
district
keeps
records
of
compla
ints
and 1 1 10 4
39 17 130 56 176 75 355 152 100.
use
0
them
as
basis
for
improv
ement
of
service
s
Frequency
ent
The
water
district
person
nel are
able to
minimi
ze
losses
by
appreh
ending 18 8 119 51 205 88 355 152 100.
10 4 3 2
theft 0
by
using
illegal
tappin
g/conn
ections
or
meter
tamper
ing.
The
water
district
person
nel are
able to
minimi
ze
physica
l losses
by 100.
preven 10 4 8 3 5 2 74 32 259 111 355 152 0
ting
leaks
throug
h
consta
nt
monito
ring
and
regular
mainte
nance.
The
water
district
conduc
ts
public
educati
on/aw 1 1 10 4
39 17 130 56 176 75 355 152 100.
arenes
0
s
campai
gns on
reporti
ng
illegal
connec
tions
as
reflect
ed by
very
low to
zero
losses
charge
in the
monthl
y
billing.
Frequency
ent
The
BOD
approv
es
annual
budget
s and
often
approv
es
depart
mental 119 18 8 3 2 10 4 355 152 100.
51 205 88
and 0
activity
budget
s based
on the
recom
menda
tions of
its paid
manag
ement
Prompt
amend
ment
and
approv
al of by
laws to
allow
the
water
district
to 74 32 259 111 5 2 8 3 10 4 355 152 100.
lobby 0
legislat
ures
and
respon
d
better
to the
needs
of the
clientel
e and
of the
interna
l
organiz
ation
Establis
hes a
govern
ance
system
that
enable
s 130 56 176 75
39 17 10 4 1 1 355 152 100.
mainte
0
nance
of a
healthy
relatio
nship
with
the
district’
s
general
manag
er
Frequency
ent
Use of
inform
ation 10 4 3 2 18 8 119 51 205 88 355 152 100.
technol
ogy in 0
providi
ng
custom
er
suppor
t
Use of
IT to
100.
facilitat
0
e more
efficien 5 2 74 32 259 111 355 152
t 10 4 8 3
service
to
clientel
e
Use of
IT to
facilitat
e
faster,
and
more 100.
conven 1 1 10 4
39 17 130 56 176 75 355 152 0
ient
flow of
operati
ons in
the
district
Frequency
ent
Mainta
ins
progra
ms
that
engage
the
district
in
commu
nity
develo
pment 205 88 119 51 18 8 3 2 10 4 355 152 100.
activiti 0
es
other
than
those
related
to
water
service
s
deliver
y.
Mainta
ins
100.
positiv
0
e
regard
with
govern
ment
offices
5 2 8 3 10 4 355 152
as 259 111 74 32
regards
compli
ance
with
laws,
ordina
nces
and
the like
Publica
tion of
quarter
ly
reports
, press
release
s and 176 75 130 56
39 17 10 4 1 1 355 152 100.
regulat
0
ory
disclos
ures

Frequency FINAL

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Chapter 4

RESULTS AND DISCUSSION

Employees’ dignified 110 45 164 50 70 35 11 22 355 152 100.0

Hotline numbers 100.0

Fast completion of 100.0

External Internal External Internal External External External

External Internal External Internal External External External

Achievement 110 45 164 50 70 35 11 22 100.0

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