BIBLIOGRAPHY

A. BOOKS

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Henslin, James (2002). Essnrtials of Sociology: a down-to-earth approach.

Massachusetts, USA: Allyn and Bacon
Leedy, P.D., Ormrod , J.E. (2015) Practical research: planning and design.
Essex, England: Pearson Education Limited

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Qualtrics. https://www.qualtrics.com/experience-management/customer/customer-
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B. JOURNALS

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Allana, Richard, Jeffreya, Paul, Clarkeb,Martin, Pollarda, Simon (2013). The

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Brick, I. E.,Chidambaran, N. K. (2008). Board monitoring, firm risk and external

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Laeven, L., Levine, R. (2009). Bank governance, regulation and risk taking. Journal
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Macgillivray, B. H., Hamilton, P. D., Strutt, J. E. & Pollard, S. J. T. (2006). Risk
analysis strategies in the water utility sector: An inventory of applications
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Macgillivray, B. H., Pollard, S. J. T. (2008). What can water utilities do to improve

risk management within their business functions? An improved tool and
application of process benchmarking. Environment International, 34 (8),
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water sector in Kenya. Retrieved on April 23 2018 from
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urvey%20of%20corporate%20governance%20practices%20in%20the%20
water%20sector%20in%20Kenya.pdf?sequence=1
Osborn, R. N. & Hunt, J. G. (2007). Leadership and the choice of order: Complexity
and hierarchical perspectives near the edge of chaos. Leadership
Quarterly, 18 (4), 319–340.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-

item scale for measuring consumer perceptions of service quality, Journal
of Retailing, Vol. 64, Number 1, p.12-40.

Rizak, S.,Hrudey, S. E. (2007). Achieving safe drinking water: Risk management

based on experience and reality. Environmental Reviews, 15 (1), 169–174.

Stacey, R. (1996). Emerging strategies for a chaotic environment. Long Range

Planning, 29 (2), 182–189.

Summerill, C., Smith, J., Webster, J. & Pollard, S. (2010b). An international review
of the challenges associated with securing ‘buy-in’ for water safety plans
within providers of drinking water supplies. Journal of Water and Health, 8
(2), 387–398.

Tetenbaum, T. J. (1998). Shifting paradigms: From Newton to chaos.

Organizational Dynamics, 26 (4), 21–32.

Tetenbaum, T. & Laurence, H. (2011). Leading in the chaos of the 21st century.
Journal of Leadership Studies, 4 (4), 41–49.
 C. UNPUBLISHED RESEARCH

Colasito, Rosalinda R. (2010). A model of service delivery for water districts in

southern Mindanao. Retrieved on March 28 2018 from
http://nap.psa.gov.ph/ru11/MSC/pdf%20of%20papers/colasito.pdf

D. OTHERS

Boad, Fidel H. Cuéllar. Corporate Governance in water and sanitation enterprises.

Inter-American Development Bank Infrastructure and Environment Sector
Technical Note No. 106. Retrieved April 12 2018 from
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anceinwaterandsanitationenterprises.pdf?sequence=1
Cameron, K. S., & Quinn, R. E. (1999). Diagnosing and changing organizational
culture: Based on the competing values framework. Reading, MA:
Addison-Wesley. Retrieved on April 21, 2018 from
hangingminds.org/explanations/culture/competing_values.htm

Competing Values Framework. Retrieved April 24, 2018 from

https://www.12manage.com/register.asp?PG=methods_quinn_competing_
values_framework.html&RS=mhd2&LC=menu_ge

Corporate Governance Guidelines for the Water Services Sector. Water Services
Regulatory Board. Retrieved on April 13, 2018 from
http://www.waterfund.go.ke/toolkit/Downloads/4.%20Corporate%20Gover
nance%20Guideline.pdf

deAsís, María González, O’Leary, Dolnal;Ljung, Per; Butterworth, John (2017).

Improving transparency, integrity, and accountability in water supply and
sanitation action, learning, experiences. Retrieved April 16 2018 from
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Good Governance in the Public Sector— Consultation Draft for an International
Framework. (2013). Consultation draft. Chartered Institute of Public
Finance and Accountancy (CIPFA) and the International Federation of
Accountants (IFAC). Retrieved April 15 2018 from
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the-Public-Sector.pdf
Jacobson, Maria; Mutono, Sam; Nielsen, Erik; O’Leary, Donal;Rop, Rosemary
(2013). Promoting transparency, integrity and accountability in the water
and sanitation sector in Uganda. Retrieved April 12, 2018 from
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10WP0Promo00Box0361517B0PUBLIC0.pdf?sequence=1&isAllowed=y

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2018 from http://balita.ph/2015/06/16/more-tourists-are-visiting-
pangasinan-now/

Measuring Service Quality Using SERVQUAL. Retrieved on April 21, 2018 from
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statistics.php

Organization for Economic Cooperation and Development (OECD) (2015).

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Population). Retrieved from https://psa.gov.ph/content/population-
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Governance_For.pdf
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http://www.who.Int/watersanitationhealth/monitoring/rmp2000.pdf
 APPENDIX A

Letter to the Dean

JOSE EMMANUEL MANDAPAT, DA

DEAN, Graduate School
Virgen Milagrosa University Foundation
M. P. Posadas Avenue, San Carlos City, Pangasinan

Dear Sir:

The undersigned is conducting his dissertation entitled SERVICE DELIVERY OF

WATER DISTRICTS IN PANGASINAN: BASIS FOR DEVELOPMENT MODEL”.
In this regard, he would like to ask the permission of your good office for him to be
allowed to conduct his survey in water utilities/districts in selected municipalities
and cities in Pangasinan.

He hopes, through his research paper, help his water district as well other
stakeholders who wish to improve the quality of the water service delivery of his
office and those of their counterparts in the province.

Thank you in anticipation of your memorable response.

Truly yours,

AARON JAMES MANAMTAM, MBA

Researcher, PhD Candidate

Noted:

PEDRO F. SISON, DBA

Adviser
 APPENDIX B

SERVQUAL MODEL
 APPENDIX C

Questionnaire For Concessionaires

__________, 2018

Mahal kong Tagasagot,

Ang nakalagda ay kasalukuyang nag-aaral at gumagawa ng pananaliksik o

dissertation na pinamagatang “SERVICE DELIVERY OF WATER DISTRICTS IN
PANGASINAN: BASIS FOR A DEVELOPMENT MODEL” bilang bahagi ng mga
rekwisitos sa paggawad ng titulong Doctor of Philosophy ngayong Taong
Academiko 2018-2019.
Kaugnay nito, kailangan niyang gumawa ng sarbey sa mga kawani ng water
districts dito sa inyong bayan/lungsod at gayundin sa inyong mga taong-bayan na
kanilang pinagsisilbihan, na nagtatrabaho sa mga opisina ng gobyerno, upang
makamit ang mga layunin ng pag-aaral na ito.
Isa ka sa mga napili upang sumagot sa talatanungang ito. Kung iyong
mamarapating makibahagi sa pananaliksik na ito, kakailanganin lamang ang
limang minuto upang matapos mong masagot ang mga katanungan.
Makaaasa ka na anumang impormasyong iyong ilalagay sa talatanungan
ay gagamitin lamang ng ayon sa layunin ng pananaliksik na ito. Maraming salamat
sa iyong pakikilahok.

Lubos na gumagalang,

Aaron R. Manamtam, MBA

Mananaliksik

Binigyang pansin ni :

PEDRO F. SISON, DBA

Tagapayo ng mananaliksik
 TALATANUNGAN
Panuto: Isulat sa patlang ang mga tapat at akmang sagot sa mga tanong.
PERSONAL NA IMPORMASYON
Pangalan (optional)
__________________________________________________________
Surname First Middle
Initial
Araw ng Kapanganakan: ____________________ Edad: _________ taong
gulang
(buwan/araw/taon)

Tirahan
____________________________________________________________________
Numero ng bahay Ngalan ng Kalsada Sitio

___________________________________________________________________
Barangay Lungsod/Bayan Lalawigan

I. KATAYUAN/KALAGAYAN NG PAGHAHATID NG SERBISYO NG WATER

DISTRICT
Panuto: Markahan ng tsek (/) ang kahong katapat ng numerong sa iyong tingin ay
kumakatawan sa antas ng kagalingan ng mga kawani ng water district sa inyong
bayan/lungsod sa paghahatid-serbisyo gamit ang scale sa ibaba:
Marka Kahulugan
5 Lubhang kasiya-siya o lubhang napakahusay
4 Kasiya-siya o napakahusay
3 Katamtamang kasiya siya/ mahusay
2 Hindi mahusay
1 Nangangailangan ng ibayong pagpapabuti
MARKA
Batayang Sukatan ng Kagalingan ng Paghahatid ng Serbisyo
1 2 3 4 5

Pananamit, ugali tungo sa mga kliyente, pangkalahatang pagtingin ng mga kliyente sa

mga kawani ng organisasyon (Tangibles)

1. Pagiging kagalang-galang ng mga kawani sa kanilang suot ng

uniporme. (Employees’ dignified look in their uniform.)
2. Pagiging magalang ng mga kawani sa kanilang
pakikipagtalastasan sa kanilang mga kliyente. (Courtesy of
employees to clients and other stakeholders.)
3. Pangkalahatang pagtingin o pananaw ng mga kliyente ng water
district sa kalidad ng serbisyo mga kawani ng water district. (Public
perception of quality of service delivery.)
Pagiging Maaasahan (Reliability)

1. Pagkakarron ng gumaganang mga linya ng teleponong maaaring

tawagan upang tumanggap ng mga suliranin. (Available and fully
functional hotline numbers.)
2. Paglalaan ng bahagi ng opisinang tumatanggap ng mga reklamo at
suliranin ng mga customer. (Complaints desk in place and fully
functional.)
3. Tapat at mapag-alaga ang mga kawani sa lahat ng kanilang
customer, anuman ang katayuan nila sa buhay. (Professional,
sincere and caring attitude of employees to other stakeholders from
all walks of life.
Pagtugon sa tawag ng pangangailangan at ng pag-unlad sa pag-usad ng panahon
(Responsiveness)

1. Bilis na pagtapos ng mga pagkukumpuni upang maisaayos ang

serbisyo. (Speed of completion of maintenance works)
2. Pagtugon sa mga ipinararating ng mga kliyente na kailangang
ayusing serbisyo at iba pang kaugnay na pangangailangan
(Attending to maintenance and repair needs of clientele)
3. Haba o ikli ng paghihintay upang matapos ang mga ginagawang
pagkukumpuni, pagsasaayos at paglgay ng mbga bagong pasilidad
(Waiting time for completion of repair and maintenance works)
Katiyakan (Assurance)

1. Kalidad ng mga itinatatag na mga pasilidad (Quality of

infrastructure works)
2. Kasanayang teknikal at kaalaman ng mga kawani na gumagawa
ng mga pasilidad ng water district (Technical skills and knowhow of
field workers)
3. Bilang ng mga pagsasanay ng mga kawaning punong-abala sa
paglalagay at pagkumpuni sa mga pasilidad na naghahatid ng
malinis na tubig (Adequacy of continuing training of skilled workers)
Pakikisakit (Empathy)

1. Pagsisikap na killalanin ng mga kawani ang bawat kliyente.

(Employee’s show of sincerity in knowing the client’s name)
2. Angkop at naaayon na pagtugon at pagharap sa mga iba’t ibang
pangangailangan at kahilingan ng mga kliyente (Unique,
individualized treatment of client’s needs and preferences)
3. Mahusay na paraan ng pagtugon sa mga agarang
pangangailangan ng mga kliyente gaya ng paglalagay ng mga
tanggapan ng kumportable at maluwang na bulwagang hintayan ng
mga kliyente. (Efficient system of attending to client needs as
evidenced by adequate and comfortable lounge facilities.)

II. KASANAYAN SA MABUTING PAMAMAHALA (GOOD GOVERNANCE

PRACTICES)
 Panuto: Markahan ng tsek (/) ang kahong katapat ng numerong sa iyong tingin ay
kumakatawan sa antas ng kagalingan ng mga kawani ng water district sa inyong
bayan/lungsod sa paghahatid-serbisyo gamit ang scale sa ibaba:
Marka Kahulugan
5 Palaging ipinamamalas (Predominantly practiced/ Always
manifested)
4 Madalas na ipinamamalas (Frequently manifested/Often practiced)
3 Paminsan-minsan ipinamamalas (Existent but occasionally
manifested/Sometimes practiced)
2 Bihirang naipamamalas (Existent but rarely manifested/Seldom
practiced)
1 Hindi naipamamalas (Non-existent/not practiced)
Batayang Sukatan ng Mabuting Pamamahala MARKA
(Parameters of Status of Good Governance) 1 2 3 4 5
Kalinawan (Transparency)

1. Tamang oras ng pagsumite at pagsasapubliko ng mga takdang-

ulat (Timely submission and publication of periodic reports)
2. Paglahok ng mga kliyente sa iba’t ibang yugto ng cycle ng
serbisyo, kasama pati ang pagpili ng gagamiting teknolohiya sa
pagtupad ng tungkulin sa mga kliyente. (Involvement of
consumers at different stages in the life cycle of the service,
including technology selection)
3. Nakapaskil ang citizens’ charter sa lugar na medaling Makita sa
loob ng tanggapan ng water district, kung saan nakasaad ang
mga pagkakakasunod-sunod ng transakyon dito. (The citizen’s
charter is posted in conspicuous area of the water district
premises, showing procedural steps in doing transactions in the
district office.)
Pananangutan sa mga Kliyente (Accountability)

1. Ang pagpaplano ay tila laging nakaumang sa pagsaklaw sa

kabuuan ng nasasakupan ng water district, at malinaw na
nakabatay sa pambansang patakaran at prayoridad. (Planning is
always with the aim of full coverage and to be directed by clear
national policy and prioritization.)
2. Kahandaang ipakita sa lahat ng may kinalaman ang mga
dokumento o anumang patunay ng pamamahala (All
stakeholders especially consumers have access to information).
3. Malinaw na nakaalerto ang tanggapan sa anumang mga
pahiwatig o banta ng peligro o panganib at upang masiguro ang
katapatan at pananagutan sa paglilingkod (Monitoring and
regulatory instruments are in place to ensure accountability
against an agreed set of indicators)
Pakikilahok (Participation)
 1. Pagkakaroon ng mga sistema o mekanismong nagtataguyod o
nanghihikayat sa mga kliyente na makilahok, makibahagi at
makipagpalitan ng kuro-kuro sa mga may katungkulan sa water
district at sa iba pang may kinalaman sa water district. (Existence
of systems and participatory mechanisms that allow for
engagement between stakeholders and officials.)
2. Binibigyang kapangyarihan ang mga karaniwang tao at iba pang
mga katuwang na makibahagi sa pagbuo ng mga patakaran at
maging sa paggawa ng desisyong nakakaapekto sa
pagpapalakad at operasyon ng tanggapan. (Community
members, as stakeholders of the water district, partake in the
development of policy to decision making, which is also known as
informed choice).
3. Binibigyang kapangyarihan ang mga karaniwang tao at iba pang
mga katuwang ng aktibong makibahagi sa pagpapatupad ng mga
proyekto at maging sa pagbabantay at pagsusuri sa mga
proyektong ito (Community members are given active formal role
in the implementation, monitoring and evaluation of infrastructure
projects of the water district)
Pagiging Maagap (Predictability)

1. Pagsasagawa ng maagap na sistematikong pagpaplano at

imbentaryo ng mga pag-aari (Systematic and contingency
planning and inventory updates for assets are carried out).
2. Pagkakaroon ng nakaimbak na reserbang pasilidad na maaaring
gamiting pamalit sa anumang maaaring masira dulot ng anumang
kadahilanan tungo sa mabilis na pagtugon. (Support to service
authorities and service providers are available and existent)
3. Pagsasagawa ng maagap na taunang pagtaya ng katayuang
pinansyal ng tanggapan (Financial forecasting are conducted at
least annually.)
Patuloy na pamamayagpag ng tanggapan (Sustainability)

1. May nakalatag na sistemang nakatutok sa mga palatandaan ng

integridad ng mga imprastraktura na nakaayon sa mga
pambansang batayan at pamantayan. (Monitoring systems track
indicators of infrastructure functionality against nationally agreed
norms and standards)
2. May nakalatag na sistemang nakatutok sa mga antas ng serbisyo
ng service provider na nakaayon sa mga pambansang batayan at
pamantayan. (Monitoring systems track indicators of service
provider performance against nationally agreed norms and
standards)
3. Pagkakaroon ng sapat na mga mapagkukunan ng mga bagay na
kailangan sa pagbabantay, pagkalap ng datos, panananliksik at
pagtuklas ng makabagong mga pamamaraan sa larangan ng
teknolohiya at pamamahala (Adequate resources made available
 for monitoring, information gathering, research and innovation
(including technology and management arrangements)

III. KULTURA NG MGA KAWANI NG WATER DISTRICT (CORPORATE CULTURE)

III-A. Pangkaraniwang Pag-uugali (Common Behavior Pattern)
Panuto: Markahan ng tsek (/) ang kahong katapat ng numerong sa iyong tingin ay
kumakatawan sa iyong pagsang-ayon o di pagsang-ayon sa kaugalian ng mga kawani ng
water district sa inyong bayan/lungsod sa paghahatid-serbisyo gamit ang scale sa ibaba:
Marka Kahulugan
5 Palaging ipinamamalas (Predominantly practiced/ Always
manifested)
4 Madalas na ipinamamalas (Frequently manifested/Often practiced)
3 Paminsan-minsan ipinamamalas (Existent but occasionally
manifested/ Sometimes practiced)
2 Bihirang naipamamalas (Existent but rarely manifested/Seldom
practiced)
1 Hindi naipamamalas (Non-existent/not practiced)

Pag-uugali (Behavior Pattern) RATING

1 2 3 4 5

1. Tinitiyak ng water district na ang tanggapan ay agresibong

nakisasabay sa mga makabagong sistema pagdating sa
pagbibigay ng serbisyo at sa sektor ng inuming tubig. (The water
district is aggressive in keeping abreast with trends in service
delivery and innovations in the water utility sector
(Aggressiveness)
2. Ginagawa ng bawat kawani ng tanggapan ang kanilang tungkuling
makapag-ambag ng mga makapagkakamit ng mga layunin ng
water district. (All employees do their share in attaining a common
goal for the district, a.k.a. Teamwork)
Susugal ang pamunuan ng water district para sa ikauunkad nito
kaysa maging kampante sa mabagal na pag-unlad (The
organization would rather take business risks than play safe, a.k.a.
Risk-taking)
3. Naibibigay ng water district ang kung ano ang inaasahan ng
kliyente. (The water district provides exactly what the customer
expects, a.k.a. Predictability)
4. Isinasama ng pamunuan ang lahat ng katuwang sa paggawa ng
direksyong tatahakin ng water district. (The management involves
all stakeholders in making decisions, a.k.a. Participation)
5. Bukas sa makabagong kaisipan ang pamunuan water district (The
district is open to try new ideas or strategies, a.k.a. creativity)
 6. Nagsisilbing leksyon ang mga nagdaang pagkakamali. (The district
is able to learn from experiences and improves in the process,
a.k.a. Adaptability)
7. Mas maganda ang serbisyong naibibigay ng water district sa
nasasakupan nito kesa sa naibibigay ng mga karatig na water
district sa kanilang mga nasasakupan (The district is able to
provide products and services or more effectively and efficiently
than other water utilities in the area, a.k.a. Competitiveness)
8. Laging pinagsisikapan ng tanggapan na maabot ang pamantayan
ng paglilingkod. (The water district always tries to meet standards
in terms of services delivery, a.k.a. Conformity)
9. Nagsasagawa ng strategic at developmental na pagpaplano at ng
napapanahong pagbalangkas nito. (The district regularly conducts
strategic and/or development plans and updates these plans, a.k.a.
Planning)
10. Tinitiyak ng pamunuan na nakakamit ang mga inilatag na layunin
sa itinakdang panahon. (The management sees to it that end-goals
are met by completing tasks on schedule, a.k.a. Focus on tasks)
11. Mismong ang tanggapan ang gumagawa ng mga layunin nito para
sa mga kliyente nito sa mga darating na panahon (The district
defines goals for its future directions in serving its clientele, a.k.a.
Goal-setting)
12. Sumasali sa lahat ng aktibidad ng tanggapan ang lahat ng kawani
ng water district. (All employees are actively involved in all
activities of the utility, a.k.a. Employee involvement)
13. May pamamaraan ang tanggapan na marinig ang mga hinaing ng
mga kawani nito. (The management has mechanisms that allow
grievances and concerns to be aired through proper channels,
a.k.a. Open communication)
14. Ginagawang batayan ng tanggapan ang mga karatig na water
district upang matiyak na hindi ito nahuhuli sa mga makabagong
sistema ng pamamalakad ng water district. (The utility is sensitive
to the needs of its clientele by keeping itself abreast with the latest
trends in the industry by benchmarking with other water utilities,
a.k.a. Gathering customer and competitor/neighboring utility
information)

IV. Antas ng Bisa At Kahusayan (Level of Efficiency and Effectiveness)

Markahan ang walong aspeto ng bias at kahusayan ng water district sa pagsisilbi nito sa
iyong lugar ng ayon sa antas ng bias at kahusayan gamit ang batayan sa ibaba:
Marka Kahulugan
5 Lubhang Mabisa at mahusay (Very Effective/Efficient)
4 Mabisa at Mahusay (Effective/Efficient)
3 Walang masabi (Neutral/No comment)
2 indi mabisa/hindi mahuusay (Ineffective/Inefficient)
1 Lubhang hindi mabisa at mahusay (Very Ineffective/Inefficient)
 Mga Sukatan ng Bisa at Kahusayan MARKA
(Parameters of Effectiveness and Eficiency) 1 2 3 4 5

Non-Revenue Water

1. Nababawasan ang pagkalugi sa pamamagitan ng pagsukol ng

mga illegal na koneksyon o pandaraya ng mga metro ng tubig.
(The water district personnel are able to minimize losses by
apprehending theft by using illegal tapping/connections or meter
tampering.)
2. Pagbabawas ng pagkalugi ng tanggapan sa pamamagitan ng
pagsasaayos ng mga linyang may tulo dahil sa pag-iikot at regular
na pagsasaayos ng mga linya. (The water district personnel are
able to minimize physical losses by preventing leaks through
constant monitoring and regular maintenance.)
3. Pagsasagawa ng mga kampanyang nagtataguyod ng pag-uulat ng
gma illegal na koneksyon. (The water district conducts public
education/awareness campaigns on reporting illegal connections
as reflected by very low to zero losses charge in the monthly
billing.)
Pamamahala sa mga Mapagkukunan ang Tubig (Water Resource Management)

1. Pakikipag-ugnayan ng tanggapan sa mga tanggapan ng gobyernog

may kinalaman din sa paglatag ng mga imprastakturang apektado
ang linya ng tubig. (Coordination of the district with government
agencies regarding land use during pipe-laying and other related
waterworks.)
2. Suporta sa, at aktibong pagprotekta ng mga pinagkukunan ng tubig.
(Support for, and active role in, the protection of water sources in
place.)
3. Regular na pagsuri ng mga imprastraktura ng water district.
(Routine inspection/monitoring and evaluation of infrastructure.)
Complaints Management

1. Paglutas ng mga reklamo sa loob ng isang lingo mula sa araw ng

pagpaparating nito. (The district is able to respond to complaints
within one week from receipt of complaint.)
2. Pagpaparating ng mga suliranin at mga reklamo sa serbisyo ng
tubig sa mga kawaning tuwirang gagawa ng pagsasaayos sa loob
ng isang araw (Concerned units of the district informed of the
complaint within the same day the complains was received.)
3. Pagtatala ng water district ang mga reklamo upang magsilbing mga
basehan ng mga gagawing pagpapabuti ng serbisyo sa
mgadarating na panahon. (The district keeps records of complaints
and use them as basis for improvement of services)
Pagsingil at koleksyon ng mga bayarin (Billings and collection)
1. Pagbigay ng ‘bill’ o bayarin sa kliyente sa mismong araw ng
‘reading’ (Issuance of billing notices/receipts as soon as reading is
done.)

2. Pagbabawas ng mga pagbabayad ng lampas sa takdang panahon

ng pagbabayad (Keeping the volume of tardy payments to a
minimum.)
3. Pagkamit ng buwanang layuning halaga ng koleksyon (Ability to
meet monthly target collection.)
Kasanayan sa Pamamamahala (Management Skills)

1. Nagaganyak ng pamunuan ang mga kawani sa pamamagitan ng

pag-angat sa ranggo, magandang pasahod at mga kabayaran.
(The management is able to motivate all employees through
promotions, remunerations and compensation packages.)
2. Pagpapaako sa mga kawani ng pagmamay-ari ngmga poryekto ng
tanggapan (Empowerment of employees in taking ownership of
projects.)
3. Pagkilala sa mga tagumpay at mga nakakamit ng mga kawani sa
pamamagitan ng pagbibigay ng mga gantimpala at mga insentibo.
(Appreciation of employee accomplishments through rewards and
incentives)
Pakikilahok ng Lupon ng mga director ng Water District (Board of Directors
Involvement)

1. Inaaprubahan ng Board ang taunang badyet ng mga departamento

ng buong tanggapan ayon sa mungkahi ng mga komite. (The BOD
approves annual budgets and often approves departmental and
activity budgets based on the recommendations of its committees or
its paid management.)
2. Maagap na pagbalangkas o pag-amyenda ng mga patakaran
upang mas mapabuti ang serbisyo sa mga kliyente. (Prompt
amendment and approval of bylaws to allow the water district to
lobby legislatures and respond better to the needs of the clientele
and of the internal organization.)
3. Pagtatatag ng sistema ng pamamahala na nagpapanatili ng
magandang ugnayan sa punong tagapapamalaha. (Establishes a
governance system that enables maintenance of a healthy
relationship with the district’s general manager.)
Information Technology o I.T.

1. Paggamiot ng modernong sistema ng I.T.sa pagbibgay ng

serbisyo sa mga kliyente (Use of information technology in
providing customer support)
2. Paggamit ng sistema ng I.T. upang mapabilis ang serbisyo sa mga
kliyente. (Use of IT to facilitate more efficient service to clientele)
3. Paggamit ng sistema ng I.T. upang mas mapabilis at mapasimple
ang daloy ng kalakaran sa mga kliyenteng sakop ng water district.
 (Use of IT to facilitate faster, and more convenient flow of
operations in the district.)
Ugnayan sa mga Karaniwang Mamamayan (Public Relations)

1. Pagsasagawa ng mga programang nakakasalamuha ng mga

kawani ang mga mamamayan. (Maintains programs that engage
the district in community development activities other than those
related to water service delivery)
2. Pagsunod sa lahat ng mga patakaran ng pamahalaan lalo na sa
mga may kinalaman sa mga trabaho ng water district. (Maintains
positive regard with government offices as regards compliance with
laws, ordinances and the like)
3. Paglilimbag o pag-sasapubliko sa ibang paraan ng mga ulat
pinansyal at iba pang mga anunsiyo sa takdang panahon.
(Publication of quarterly reports, press releases and regulatory
disclosures)

Maraming salamat sa iyong pakikilahok.

 APPENDIX C

Questionnaire For Water District Management and Employees

__________,

2018

Dear Respondent,

The undersigned researcher is presently working on his dissertation entitled

“SERVICE DELIVERY OF WATER DISTRICTS IN PANGASINAN: BASIS FOR
A DEVELOPMENT MODEL” as a partial requirement of his candidacy foe Doctor
of Business Administration this Academic Year 2017-2018.
In this regard, he needs to survey employees of water districts across
selected municipalities and cities in Pangasinan, as well as their respective
concessionaires working in government offices, from the managerial down to the
rank and file level.
You have been one of those randomly selected in your work station. Should
you agree to participate in this study, you will be answering a set of questionnaire
and thus will take about 5 minutes of your time.
Rest assured that all the information you will share will be kept in strict
confidentiality, and shall be used solely for the purpose of this research.
Thank you in anticipation of your prompt affirmative reply.

Respectfully yours,

Aaron Manamtam, MBA

Ph.D. Student

Noted:

PEDRO F. SISON. DBA

Research Adviser
 QUESTIONNAIRE
Direction: Answer the questions below by providing the needed data/ information.
I. PERSONAL INFORMATION
Name (optional) ____________________________________ Birthdate ____________
Surname First Middle Initial (mm/dd/yy)

Address:
____________________________________________________________________
House No. Street Sitio

___________________________________________________________________
Barangay City/Municipality Province

II. STATUS OF SERVICE DELIVERY

Direction: Rate the following behavioral patterns you perceive to be most evident among
the following desirable governance practices in your organization by ticking the
corresponding box, using the following scale as basis:
Rating Descriptive Evaluation
5 Excellent
4 Satisfactory
3 Fair
2 Poor
1 Very Poor
RATING
Parameters of Status of Service Delivery
1 2 3 4 5

Tangibles

4. Employees’ dignified look in their uniform.

5. Courtesy of employees to clients and other stakeholders.

6. Public perception of quality of service delivery.

Reliability

4. Hotline numbers available and fully functional.

5. Complaints desk in place and fully functional.
6. Professional, sincere and caring attitude of employees to other
stakeholders from all walks of life.
Responsiveness
 4. Fast completion of maintenance works.

5. Attending to maintenance and repair needs of clientele.

6. Short waiting time for completion of repair and maintenance
works
Assurance

4. Quality of infrastructure works

5. Technical skills and knowhow of field workers

6. Adequacy of continuing training of skilled workers

Empathy

4. Attending employee’s show of sincerity in knowing the client’s

name
5. Unique, individualized treatment of client’s needs and
preferences
6. Efficient system of attending to client needs as evidenced by
adequate and comfortable lounge facilities.

III. GOOD GOVERNANCE PRACTICES

Direction: Rate the following aspects you perceive to be most evidentamong the
following desirable governance practices in your organization by ticking the corresponding
box, using the following scale as basis:
Rating Descriptive Evaluation
5 Predominantly practiced/ Always manifested
4 Frequently manifested/Often practiced
3 Existent but occasionally manifested/Sometimes practiced
2 Existent but rarely manifested/ Seldom practiced
1 Non-existent/not practiced

RATING
Parameters of Status of Good Governance
1 2 3 4 5
Transparency

4. Timely submission and publication of periodic reports

5. Involvement of consumers at different stages in the life cycle
of the service (including technology selection)
6. Citizen’s charter are posted in conspicuous area of the water
district premises, showing procedural steps in doing
transactions in the district office.
 Accountability

4. Planning is alwayswith the aim of full coverage and to be

directed by clear national policy and prioritization.
5. All stakeholder especially consumers have access to
information
6. Monitoring and regulatory instruments are in place to
ensureaccountability against an agreed set of indicators
Participation

4. Existence of systems and participatory mechanisms that allow

for engagement between stakeholders and officials.
5. Community members, as stakeholders of the water district,
partake in the development of policy to decision making
(informed choice).
6. Community members are given active formal role in the
implementation, monitoring and evaluation of infrastructure
projects of the water district.
Predictability

4. Systematic and contingency planning and inventory updates

for assets are carried out
5. Support to service authorities and service providers are
available and existent
6. Financial forecasting are conducted at least annually.
Sustainability

4. Monitoring systems track indicators of infrastructure

functionality and levels of service delivered against nationally
agreed norms and standards
5. Monitoring systems track indicators of service provider
performance and levels of service delivered against nationally
agreed norms and standards.
6. Adequate resources made available for monitoring,
information gathering, research and innovation (including
technology and management arrangements)

IV. CORPORATE CULTURE

IV-A. Common Behavior Pattern
Direction: Rate the following behavioral patterns you perceive to be most evident among
the following cultural attributes in your organization by ticking the corresponding box, using
the following scale as basis:
Rating Descriptive Interpretation
 5 Non-existent/not practiced
4 Rarely manifested/ Seldom practiced
3 Occasionally manifested/Sometimes practiced
2 Frequently manifested/Often practiced
1 Predominantly practiced/ Always manifested

Behavior Pattern RATING

1 2 3 4 5

15. The water district is aggressive in keeping abreast with trends in

service delivery and innovations in the water utility sector
(Aggressiveness)
16. All employees do their share in attaining a common goal for the
district.(Teamwork)
17. The organization would rather take business risks than play
safe. (Risk-taking)
18. The water district provides exactly what the customer
expects. (Predictability)
19. The management involves all stakeholders in making
decisions. (Participation)
20. The district is open to try new ideas or strategies. (Creativity)

21. The district is able to learn from experiences and improves in the
process (Adaptability)
22. The district is able to provide products and services as or more
effectively and efficiently than water utilities in the area.
(Competitiveness)
23. The water district always try to meet standards in terms of services
delivery. (Conformity)
24. The district regularly conducts strategic and/or development plans
and updates these plans (Planning)
25. The management sees to it that end-goals are met by completing
tasks on schedule. (Focus on tasks)
26. The district defines goals for its future directions in serving tis
clientele (Goal-setting)
27. All employees are actively involved in all activities of the utility.
(Employee involvement)
28. The management has mechanisms that allow grievances and
concerns to be aired through proper channels (Open
communication)
29. The utility is sensitive to the needs of its clientele by keeping itself
abreast with the latest trends in the industry by benchmarking with
other water utilities (Gathering customer and
competitor/neighboring utility information)
IV – B. Organizational Values and Beliefs
Direction: For each lettered cluster, rank the following beliefs and values based on what
you perceive as the most important (‘1’) to the second most important (‘2’), and so on.

A. _____ People behave appropriately when they have trust in, loyalty to, and
membership in the water district.
_____ People behave appropriately when they understand the importance and
impact of task.
_____ People behave appropriately when they have clear objectives and are
rewarded based on their achievements
_____ People behave appropriately when they have clear roles, and procedures are
formally defined by rules and regulations

B. _____ Achievement (The need to excel and prove one’s worth)

_____ Affiliation (feeling of belongingness to the organization)
_____ Autonomy (independence and self-sufficiency)
_____ Communication
C. _____ Attachment
_____ Attention to detail (meticulous in ensuring quality of service delivery all the
time)
_____Communication (Open communication between the management and the
rank and file employees)
_____ Consistency (Being steadfast and firm in policies)

D. _____Competence
_____ Collaboration (the need to work with others)
_____ Growth (need to professionally grow in the organization)
_____ Formalization (Everything follows certain sets of rules all the time)

E. _____ Productivity (no one must be idle)

_____ Support (management provides financial, emotional, psychological and
other needs of its employees)
_____ Routinization (there is a predictable, unchanging sets of rules and
procedures being followed)
_____ Variety (importance of diversity of work and/or roles to avoid boredom and
procrastination)

F. _____ Competition (existence of competitors is good, or keeping track of the

constant innovation in services
of the neighboring water district is good because it will prevent complacency)
_____ Stimulation (provision of motivations to work and achieve)
_____ Trust (confidence and belief of the management in the ability, competence
and skills of its employees)
 _____ Acknowledgment or appreciation of the management of an employee’s
accomplishment

IV-C. Personal Attitudes and Assumptions

Direction: Rank the following personal attitudes and assumptions based on what you
perceive as the most important (1) to the second most important (2), and so on.

Personal Attitudes and Assumptions:

_____ Achievement (Management’s recognition of employees’ efforts)
_____ Change (Implementation of reforms in the organization)
_____ Human affiliation (‘Pakikisama’ at ‘samahan’)
_____ Stability (Katatagan ng organisasyon’)

V. Level of Efficiency and Effectiveness

Direction: Rate the level of efficiency and effectiveness of your water district along the
eight aspects in the table below using the following rating:
Rating Descriptive Value
5 Very Effective/Efficient
4 Effective/Efficient
3 Neutral/No comment
2 Ineffective/Inefficient
1 Very Ineffective/Inefficient
Parameters RATING

1 2 3 4 5

Non-Revenue water

4. The water district personnel are able to minimize losses by

apprehending theft by using illegal tapping/connections or
meter tampering.
5. The water district personnel are able to minimize physical
losses by preventing leaks through constant monitoring and
regular maintenance.
6. The water district conducts public education/awareness
campaigns on reporting illegal connections as reflected by very low
to zero losses charge in the monthly billing.
RATING

1 2 3 4 5
Water Resource Management
4. Coordination of the district with government agencies regarding
land use during pipe-laying and other related waterworks.
5. Support for and active role in the protection of water sources in
place
6. Routine inspection/monitoring and evaluation of infrastructure

Complaints management

4. The district is able to respond to complaints within one week

from receipt of complaint
5. Concerned units of the district informed of the complaint within the
same day the complains was received
6. The district keeps records of complaints and use them as basis for
improvement of services
Billings and collection

1. Issuance of billing notices/receipts as soon as reading is done

4. Keeping the volume of tardy payments to a minimum

5. Ability to meet monthly target collection

Management Skills

4. The management is able to motivate all employees through

promotions, remunerations and compensation packages.
5. Empowerment of employees in taking ownership of projects.

6. Appreciation of employee accomplishments through rewards and

incentives
Board of Directors Involvement (BOD)

4. The BOD approves annual budgets and often approves

departmental and activity budgets based on the recommendations
of its committees or its paid management
5. Prompt amendment and approval of bylaws to allow the water
district to lobby legislatures and respond better to the needs of the
clientele and of the internal organization
6. Establishes a governance system that enables maintenance of
a healthy relationship with the district’s general manger
Information Technology

i. Use of information technology in providing customer support

ii. Use of IT to facilitate more efficient service to clientele

iii. Use of IT to facilitate faster, and more convenient flow of

operations in the district.
Public Relations
4. Maintains programs that engage the district in community
development activities other than those related to water service
delivery.
5. Maintains positive regard with government offices as regards
compliance with laws, ordinances and the like
6. Publication of quarterly reports, press releases and regulatory
disclosures

Thank you for your cooperation and participation.

 CURRICULUM VITAE

I. Personal Background

Name: Aaron Manamtam

Age: years old

Sex: Male

Date of Birth:

Place of Birth: San Carlos City, Pangasinan

Civil Status: Single

Religion: Jehovah’s Witness

II. Educational Background

Elementary: Central I Elementary School

Secondary: Speaker Eugenio Perez National Agricultural School

Tertiary:

Masterate: