Chapter 4 PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA This chapter presented the analysis and interpretation of the data

gathered to answer the problem of the study. Such data were presented in tabular and textual forms showing the profile, management practices of employees, customer satisfaction rating, degree of problems encountered and plan of action to enhance the management practices of the local water district employees in Pangasinan. PROFILE OF EMPLOYEES IN THE LOCAL WATER DISTRICTS OF PANGASINAN Presented in Table 2 on the next page, was the profile of the employees of the Local Water Districts of Pangasinan which included !ge, gender, ci"il status, highest educational attainment, length of ser"ice in the go"ernment and number of trainings attended from 2##$%2##&. Age. !s reflected in table 2 on the next page, there were fourteen '()* employees who were within the age brac+et of 2#%,) with a percentage of 2-. twel"e '(2* or 2) percent within the age range of ,/%)). twenty '2#* or )# percent within the age brac+et of )/%/) and four ')* or - percent within the // and abo"e age brac+et. This indicated that ma0ority of the employees of local water districts in Pangasinan belonged to the age brac+et of )/%/) years old.

$)

$/

Table 2 Prof !e of E"p!o#ee$ % the Lo&a! Water D $tr &t$ of Pa%ga$ %a% Profile 5ariables !ge 1ategori2ation 3re4uency Percentage

2#%,) ,/%)) )/%/) // and abo"e

() (2 2# ) 2$ 2) (# ,# (# ( ) )/ 2 ,( 2#%,& (= ($ 2/ &

22) )# /2 )2# $# 2# 2 &# ) $2 ,) ,2 /# (-

6ender

7ale 3emale

1i"il Status

Single 7arried Widow

8ighest 9ducational !ttainment

8igh School 6raduate 1ollege Le"el :achelor;s Degree

Length of Ser"ice <n the 6o"ernment

:elow ( year (%(&

>o. of Trainings !ttended 3rom 2##$%2##& # (.& (#%2#

Ge%'er. 6ender refers to the social difference between men and women who express themsel"es in terms of their roles, attitudes, beha"iors and acti"ities. <n the

$$ study, it was categori2ed as male or female. Table 2 li+ewise presented the gender profile of the respondents. <t can be gleaned from the table that 2$ or /2 percent were male compared to 2) or )- percent who were female. This confirmed the fact that there were more male employees in the local water districts of Pangasinan than women. This might be so, because of the nature of the 0ob especially in field wor+. C ( ! Stat)$. 1i"il status concerns a person;s social position, if he is single, married or widower?widow. Table 2 similarly presented the ci"il status of the

respondents. <t can be gleaned from the table that in terms of ci"il status, thirty ',#* or sixty '$#* percent of the respondents were married, ten '(#* or twenty '2#* percent were single and ten '(#* or twenty '2#* percent were widow?widower. The data indicated that ma0ority of the respondents were married. H ghe$t E')&at o%a! Atta %"e%t. <ndi"idual employees percei"e their well% being and welfare to be enhanced by formal education. 3ormal education is belie"ed to ser"e as a means to achie"e certain life goals and aspirations not only in the wor+place but also in participating in the decision%ma+ing process to further impro"e the deli"ery of basic ser"ices, as the case may be. <n the study, highest educational attainment was categori2ed into high school graduate, college le"el and bachelor;s degree. Table 2 li+ewise presented the highest educational attainment of the respondents. The table re"ealed that no less than &# percent of the respondents had their respecti"e bachelor;s degree. four or eight percent were in college while only one or two percent was a high school graduate. The findings re"ealed that ma0ority of the employees in the local water districts in Pangasinan were bachelor;s degree holders.

$= Le%gth of Ser( &e % the Go(er%"e%t. Loo+ing at experience on a 0ob may somehow measure and predict performance. @ob experiences actually leads to more 0ob +nowledge 'Schmidt, 2###*. The study categori2ed the employees into below ( year, (%(& years and 2#%,& years. Similarly, the pre"ious table presented the length of go"ernment ser"ice. <t can be gleaned from the table that ,( or $2 percent of the respondents had (%(& years of experience in the go"ernment. (= or ,) percent had been in the ser"ice from 2#% ,& years and 2 or ) percent had less than a year experience. The data indicated that most of the employees in the water districts of Pangasinan had occupied their positions for 4uite sometime and only two '2* were newly hired. No. of Tra % %g$ Atte%'e'. Training is essential not only to increase

producti"ity but also to moti"ate and inspire wor+ers by letting them +now how important their 0obs are and gi"ing them all the information they need to perform those 0obs '!nonymous, 2###*. <n this "ariable, there were 2/ or fifty percent of the employee respondents who had attended (%& trainings from 2##$%2##&. 7eanwhile, there were ($ or thirty two percent respondents who has not attended any trainings from 2##$%2##&. Li+ewise, there were & or eighteen percent respondents who had attended (#%2# trainings from 2##$% 2##&. The findings showed that number of trainings attended contributed to employees; better performance, and perhaps higher achie"ements because of additional +nowledge they gained.

$MANAGEMENT PRACTICES The management practices which included the non%re"enue water, public ser"ice deli"ery, public health and safety, conser"ation of water, customer satisfaction and social image of the human resource were presented and analy2ed hereunder. No%*Re(e%)e Water. Table , below showed the management practices on non% re"enue water. Ta+!e , Ma%age"e%t Pra&t &e o% No%*Re(e%)e Water No%*Re(e%)e Water I%' &ator$ (. <llegal connection is reported by concerned citi2ens when disco"ered 2. <nstallation of water meters outside the gate to a"oid meter tampering. ,. The importance of reducing non%re"enue water is explained to employees ). Penalties are imposed on users of illegal water pipe 1onnection /. Transfer from old lines and tapping it to the new lines are acted on time $. Aero consumptions are reported to the office =. Lea+ages and busted lines are being reported -. <llegal tapping is discouraged &. Beplacement of defecti"e meters are on time (#. 7eter calibration is regularly conducted O(era!! E"p!o#ee$ -N./01 AWM DE ,.-& ,.-/ ,.,= ,.,, ,.2& ,.2= ,.2$ ,.(,.(/ 2.-& ,.,/ 8igh 8igh 7oderate 7oderate 7oderate 7oderate 7oderate 7oderate 7oderate 7oderate Mo'erate

<n can be gleaned from the table that the indicators on non%re"enue water obtained a descripti"e rating of 2Mo'erate3 with an a"erage weighted mean of ,.,/. 7eanwhile, the indicators which obtained a descripti"e rating of ChighD were as follows <llegal

connection is reported by concerned citi2ens when disco"ered ',.-&*. and installation of water meters outside the gate to a"oid meter tampering ',.-/*.

$& Li+ewise, the two of the lowest indicators were rated CmoderateD with their corresponding weighted means as follows Beplacement of defecti"e meters are on time ',.(/*. and meter calibration is regularly conducted '2.-&*. The data is indicati"e of the failure or inability of the water district to regularly conduct meter calibration and replacement of defecti"e meters on time. Thames '2##2* obser"ed that reducing non%re"enue water is not technically difficult, howe"er, it is challenging. <llegal connections can only be eliminated when utilities ha"e autonomy and discipline, and when they are accountable to regulators and the public. P)+! & Ser( &e De! (er#. Table ) showed the management practice on public ser"ice deli"ery. Ta+!e 4 Ma%age"e%t Pra&t &e o% P)+! & Ser( &e De! (er# P)+! & Ser( &e De! (er# I%' &ator$ (. Public hearing is conducted when there is water rate increase 2. Penalty charges are imposed after due date ,. Telephone calls are attended courteously ). 9mployees are courteous /. >otice of disconnection are distributed monthly $. 1omputer errors are explained to clients =. 1omplaints are attended through channels -. 9rroneous billings are ad0usted &. Statement of accounts are gi"en to concessionaires on the day of reading (#. 1ustomer ser"ice officers are trained how to handle complaints ((. Statement of accounts are gi"en to concessionaires two days after the reading (2. Statement of accounts are gi"en to concessionaires one day after the reading O(era!! E"p!o#ee$ -N. /01 AWM DE ).#( 8igh ,.&( 8igh ,.-) 8igh ,.=8igh ,.=/ 8igh ,.=2 8igh ,.$$ 8igh ,./, 8igh ,.)$ ,.)) 2.// 2./( ,./4 8igh 8igh Low Low H gh

=# !s shown in table ) abo"e, the indicators obtained an o"erall descripti"e rating of 2H gh3 with a weighted mean of ,./4. Two of the highest indicators were rated high with their corresponding weighted means Public hearing is conducted when there is

water rate increase ').#(*. penalty charges are imposed after due date ',.&(*. Li+ewise, the following indicators were rated ClowD Statement of accounts are gi"en to concessionaires two days after the reading '2.//*. and statement of accounts are gi"en to concessionaires one day after the reading '2./(*. !s reflected on the table, the indicator on the conduct of public hearing when there is water rate increase conformed with the practice of other business establishments to inform the public or the consumers of the increase so as to facilitate collection payments and minimi2e complaints. !s obser"ed, the water district management is really strict in implementing their policy of collecting payments on or before due date, the fact that penalty is one source of their income. 7eanwhile, the indicator on gi"ing of statement of accounts one day after the reading obtained the lowest mean. This finding was contrary to what was currently practiced, because statement of accounts were usually gi"en on the day of the reading. P)+! & Hea!th a%' Safet#. Table / on the next page, showed the management

practice on public health and safety. The table on the next page, indicated that the descripti"e e4ui"alent of the indicators was rated 2H gh3 with an o"erall a"erage weighted mean of ,./4. 3our of the indicators that were rated the highest were the following 3lushing of ser"ice lines are done monthly ').#$*. water supply is monitored by the di"ision concerned ',.&&*.

=( conducts treatment of water supply ',.&)*. and chlorine treatment is within the prescribed le"el ',.-)*. Ta+!e / Ma%age"e%t Pra&t &e o% P)+! & Hea!th a%' Safet# Ma%age"e%t Pra&t &e$ I%' &ator$ (. 3lushing of ser"ice lines are done monthly 2. Water supply is monitored by the di"ision concerned ,. 1onducts treatment of water supply ). 1hlorine treatment is within the prescribed le"el /. Water supply is clean and pure $. 7aintenance and repair of pipelines are attended to =. The conduct of chlorine residual test is +nown by the public -. Water supply is a"ailable in the ser"ice area when needed &. 1hlorine residual test is conducted by a technical expert (#. The district discourages the public from patroni2ing bottled water ((. 3lushing of ser"ice lines are done semi%annually (2. 3lushing of ser"ice lines are done 4uarterly O(era!! E"p!o#ee$ -N./01 AWM DE ).#$ 8igh ,.&& 8igh ,.&) 8igh ,.-) 8igh ,.=/ 8igh ,.=/ 8igh ,.// ,./) ,.)# 2.&$ 2.=/ 2.$, ,./4 8igh 8igh 7oderate 7oderate 7oderate 7oderate Mo'erate

En the other hand, four indicators which were rated the lowest with a descripti"e e4ui"alent of CmoderateD were the following 1hlorine residual test is conducted by a

technical expert ',.)#*. the district discourages the public from patroni2ing bottled water '2.&$*. flushing of ser"ice lines are done semi%annually '2.=/*. and flushing of ser"ice lines are done 4uarterly '2.$,*. The findings confirmed the study of 7c7ichael '2##=* that water 4uality testing is an important ad0unct to any water purification scheme as it enables the proponent to confirm that the water produced complies with the rele"ant standards that are set by "arious agencies.

=2

Co%$er(at o% of Water. Table $ below showed the management practice on conser"ation of water. Ta+!e 5 Ma%age"e%t Pra&t &e o% Co%$er(at o% of Water Ma%age"e%t Pra&t &e$ I%' &ator$ (. Lea+ages and busted lines are acted upon after recei"ing the report 2. 9mployees are aware of the water losses ,. Lea+ages are being reported to the water district ). The water district conducts seminar to its new concessionaires /. <llegal users are encouraged to get connected with the water district $. 9mployees report excessi"e use of water in public faucets =. 1oncessionaires are ad"ised to conser"e water -. Pipelines are being chec+ed &. 1oncessionaires are encouraged to re%use water (#. Besorts?Pools in the ser"ice area are supplied by the water district O(era!! E"p!o#ee$ -N./01 AWM DE ,.),.,= ,.,$ ,.,) ,.(,.($ ,.(2 2.&) 2.=2.2& ,.40 8igh 7oderate 7oderate 7oderate 7oderate 7oderate 7oderate 7oderate 7oderate Low Mo'erate

<n the table, the respondents rated their practice on conser"ation of water as CMo'erate3 with ,.40 as o"erall a"erage weighted mean. <t can be gleaned from the table abo"e, that the indicator lea+ages and busted lines are acted upon after recei"ing the report was rated ChighD with a weighted mean of ,.)-. 3rom the indicators which were rated CmoderateD the highest was employees are aware of the water losses ',.,=*. Li+ewise, the lowest indicator that was rated ClowD was the resorts?pools in the ser"ice area are supplied by the water district '2.2&*.

=, The respondents o"erall descripti"e rating of CmoderateD to the indicators clearly gi"es the picture that the employees are tapped to instill to the concessionaires the "alue of conser"ing water. Saplaco F Bamire2 '2##2* cited that to ma+e water a"ailable in the right 4uantity, 4uality, place and time ha"e been a ma0or concern of man e"er since. 7ethods, practices and techni4ues to collect and store water ha"e "aried through the years. Whether indigenous or introduced, these practices ha"e been obser"ed to be useful in satisfying man;s needs. C)$to"er Sat $fa&t o%. Table = below showed the management practice on customer satisfaction. Ta+!e 6 Ma%age"e%t Pra&t &e o% C)$to"er Sat $fa&t o% C)$to"er Sat $fa&t o% I%' &ator$ (. 9mployees ha"e the +nowledge to answer concessionaires; 4uestions 2. Be4uests for reconnection of ser"ice lines are acted within 2) hours ,. 9mployees are willing to help clients ). Personnel are friendly and courteous /. 1hannels for expressing complaints are a"ailable $. 9mployee;s beha"ior instills confidence in customers =. 9mployees are attenti"e to concessionaires; re4uests -. Tapping of new connections are prioriti2ed &. 1omplaints are attended to and acted upon (#. Staff has the capacity to sol"e problems when they arise E"p!o#ee$O(era!! -N./01 <t could be gleaned from the table abo"e that the indicators obtained a descripti"e rating of 2Mo'erate3 with an a"erage weighted mean of ,.76. There were three E"p!o#ee$ -N./01 AWM DE ,./2 ,.)2 ,.)( ,.,, ,.,, ,.2( ,.(,.(= ,.(, ,.#) 8igh 8igh 8igh 7oderate 7oderate 7oderate 7oderate 7oderate 7oderate 7oderate ,.76

=) indicators which were rated ChighD with their corresponding weighted means as follows 9mployees ha"e the +nowledge to answer concessionaires; 4uestions ',./2*. re4uests for reconnection of ser"ice lines are acted within 2) hours ',.)2*. and employees are willing to help clients ',.)(*. 7eanwhile, the three lowest indicators which obtained a descripti"e rating of CmoderateD were as follows Tapping of new connections are prioriti2ed ',.(=*. complaints are attended to and acted upon ',.(,*. and staff has the capacity to sol"e problems when they arise ',.#)*. The data showed that employees ha"e the +nowledge to answer concessionaire;s 4uestions which obtained the highest a"erage weighted mean which indicated that employees are +nowledgeable of the water districts goals and ob0ecti"es. 7eanwhile, the indicator, staff has the capacity to sol"e problems when they arise, obtained the lowest weighted a"erage mean which indicated that in the local water districts, staff has limited duties and responsibilities. There are proper authorities delegated by the head of agency to act on certain problems. So& a! I"age of the H)"a% Re$o)r&e. Table - on the next page, presented the management practice on the social image of the human resource.

=/ !s shown on the table, the respondents are

unanimous in rating the indicators as 2Mo'erate3 with a weighted a"erage mean of ,.,4. The highest rated indicators was Public relations of human resource personnel in dealing with employees and concessionaires are obser"ed ',.$,*. followed by incenti"es and benefits are ways of ma+ing employees producti"e ',./-*. employees are "ery efficient in their 0ob functions ',./$*. hiring practices are in accordance with the 1S1 rules and regulations ',.)/*. Ta+!e 8 Ma%age"e%t Pra&t &e o% the So& a! I"age of the H)"a% Re$o)r&e So& a! I"age of the H)"a% Re$o)r&e$ I%' &ator$Mo'erate (. Public relations of 8uman Besource personnel in dealing with employees and customers are obser"ed 2. <ncenti"es and benefits are ways of ma+ing employees Producti"e ,. 9mployees are "ery efficient in their 0ob functions ). 8iring practices are in accordance with the 1S1 rules and Begulations /. Training and s+ills de"elopment of employees are management;s priority $. 7oti"ation is one way of getting results =. <nno"ations are implemented -. Performance appraisal is explained conscientiously to 9mployees &. 1orporate "alues are shared to e"ery employee (#. Ergani2ational policies are understood O(era!!

AWM ,.$, ,./,./$ ,.)/ ,.)# ,.)# ,.(& ,.(& ,.#/ 2.&$ ,.,4 8igh 8igh 8igh 8igh

DE

7oderate 7oderate 7oderate 7oderate 7oderate 7oderate Mo'erate

=$ Li+ewise, inno"ations are implemented and performance appraisal is explained conscientiously to employees has a weighted mean of ',.(&*. corporate "alues are shared to e"ery employee ',.#/*. and organi2ational policies are understood '2.&$* were rated CmoderateD and the four indicators with the lowest weighted means. The data indicated a moderate impro"ement of management practices on the social image of the human resources as confirmed from the study of 1hapagain '2##)* that the impact of implementing practices on organi2ation rather than indi"idual performance emphasi2es the collaborati"e lin+ between practices so that the impact of each on organi2ational performance is enhanced when others are present.

C9STOMER SATISFACTION The customer satisfaction which included public ser"ice deli"ery, public health and safety, conser"ation of water and social image of the human resource were presented and analy2ed one after the other. P)+! & Ser( &e De! (er#. Table & presented the customer satisfaction on public ser"ice deli"ery. !s shown in the table below, the o"erall a"erage weighted mean was 7./6 with a descripti"e e4ui"alent of 2Lo:3. Ta+!e ; C)$to"er Sat $fa&t o% o% P)+! & Ser( &e 'e! (er# P)+! & Ser( &e 'e! (er# Co%&e$$ o%a re$ -N.4;61

== I%' &ator$ (. Statement of accounts are gi"en to concessionaires one day after the reading 2. Penalty charges are imposed after due date ,. >otice of disconnection are distributed monthly ). Statement of accounts are gi"en to concessionaires on the day of reading /. 1ustomer ser"ice officers are trained how to handle 1omplaints $. Statement of accounts are gi"en to concessionaires two Days after the reading =. 9mployees are courteous -. 9rroneous billings are ad0usted &. 1omplaints are attended through channels (#. Telephone calls are attended courteously ((. Public hearing is conducted when there is water rate <ncrease (2. 1omputer errors are explained to clients O(era!! AWM ,.## 2.=, 2.=, 2.=2 2.$2 2./, 2.)2.)= 2.), 2.), 2.,= 2.,) 7./6 DE 7oderate 7oderate 7oderate 7oderate 7oderate Low Low Low Low Low Low Low Lo:

<t could be gleaned from the table that there were fi"e '/* indicators that obtained a descripti"e e4ui"alent of moderate as follows Statement of accounts are

gi"en to concessionaires one day after the reading obtained the highest weighted mean of ,.##. penalty charges are imposed after due date and notice of disconnection are distributed monthly obtained an a"erage weighted mean of '2.=,*. statement of accounts are gi"en to concessionaires on the day of reading '2.=2*. and customer ser"ice officers are trained how to handle complaints '2.$2*. Li+ewise, the following indicators obtained a descripti"e e4ui"alent of low with their corresponding weighted means as follows 9rroneous billings are ad0usted '2.)=*. complaints are attended through channels '2.),*. telephone calls are attended courteously '2.),*. public hearing is conducted when there is water rate increase '2.,=*. and computer errors are explained to clients '2.,)*.

=The findings re"ealed that the employees of the local water districts were not focused on the 4uality of ser"ice they pro"ide which was related to the study of Denton '2##2* who cited that the ability to focus efforts is crucial to the ability to pro"ide 4uality customer ser"ice. as a ser"ice pro"ider, one has to choose the strengths and de%emphasi2e wea+nesses. P)+! & Hea!th a%' Safet#. Table (# showed the customer satisfaction on public health and safety. 3rom the table on the next page, the indicators on public health and safety obtained a descripti"e e4ui"alent of 2!o:3 with 7./0 as weighted mean. !s shown in the table, the following indicators obtained a descripti"e e4ui"alent of CmoderateD with the corresponding weighted means 3lushing of ser"ice lines are

done 4uarterly ',.2/*. water supply is clean and pure '2.-,*. and flushing of ser"ice lines are done semi%annually '2.=(*. En the other hand, the indicators that obtained a descripti"e rating of ClowD and considered as the bottom three were as follows 3lushing of ser"ice lines are done

monthly '2.,#*. water supply is monitored by the di"ision concerned '2.2)*. and the district discourages the public from patroni2ing bottled water '2.(#*.

Ta+!e 40 C)$to"er Sat $fa&t o% o% P)+! & Hea!th a%' $afet# P)+! & Hea!th a%' $afet# I%' &ator$ (. 3lushing of ser"ice lines are done 4uarterly 2. Water supply is clean and pure Co%&e$$ o%a re$ -N. 4;61 AWM DE ,.2/ 7oderate 2.-, 7oderate

=& ,. ). /. $. =. -. &. 3lushing of ser"ice lines are done semi%annually 1onducts treatment of water supply 1hlorine treatment is within the prescribed le"el 7aintenance and repair of pipelines are attended to Water supply is a"ailable in the ser"ice area when needed 1hlorine residual test is conducted by a technical expert The conduct of chlorine residual test is +nown by the public (#. 3lushing of ser"ice lines are done monthly ((. Water supply is monitored by the di"ision concerned (2. The district discourages the public from patroni2ing bottled water O(era!! 2.=( 2.)= 2.)$ 2.)) 2.)2 2.,2.,/ 2.,# 2.2) 2.(# 7./0 7oderate Low Low Low Low Low Low Low Low Low Lo:

The findings re"ealed that the low rating will ser"e to awa+en the management considering that its prime concern is the public health and safety of its concessionaires. The findings confirmed the study of :rohi '2##(* that common safety mechanisms should be obser"ed strictly, periodic general seminars should be conducted, managers should exercise to implement safety practices. Co%$er(at o% of Water. conser"ation of water. !s shown in table (( below, the indicators obtained a descripti"e e4ui"alent of 2!o:3 rating with an a"erage weighted mean of 7.7/. Ta+!e 44 C)$to"er Sat $fa&t o% o% Co%$er(at o% of Water Co%$er(at o% of Water I%' &ator$ (. The water district conducts seminar to its new concessionaires 2. Lea+ages are being reported to the water district ,. 1oncessionaires are ad"ised to conser"e water Co%&e$$ o%a re$ -N.4;61 AWM DE 2./# 2.,, 2.,2 Low Low Low Table (( presented the customer satisfaction on

-# ). Lea+ages and busted lines are acted upon after recei"ing the report /. 9mployees report excessi"e use of water in public faucets $. 9mployees are aware of the water losses =. Pipelines are being chec+ed -. 1oncessionaires are encouraged to re%use water &. <llegal users are encouraged to get connected with the water district (#. Besorts?Pools in the ser"ice area are supplied by the water district O(era!!

2.2) 2.2, 2.2, 2.22 2.2( 2.(/ 2.#7.7/

Low Low Low Low Low Low Low Lo:

<n can be gleaned from the table that all the indicators were rated low and the highest was the water district conducts seminar to its new concessionaires which obtained a weighted mean of 2./#. Li+ewise, the indicator that obtained the lowest weighted mean of 2.#- was resorts?pools in the ser"ice area are supplied by the water district. The data in the table indicated that the local water districts lac+ "arious measures and strategies of informing the public towards conser"ation of water. 7addaus '2##,* cited that water conser"ation initiati"es are more li+ely to succeed if they are socially acceptable. 7easuring social acceptability is an exercise in anticipating public response to a potential water conser"ation measure which include conducting inter"iews with community leaders to assess the political and social atmosphere and assess the response to selected specific measures "ia a 4uestionnaire mailed to a random sample of water consumers. So& a! I"age of the H)"a% Re$o)r&e. Table (2 below showed the customer

satisfaction on the social image of the human resource. Ta+!e 47 C)$to"er Sat $fa&t o% o% So& a! I"age of the H)"a% Re$o)r&e

-(

So& a! I"age of the H)"a% Re$o)r&e I%' &ator$ (. 9mployee;s beha"ior instills confidence in concessionaires 2. 9mployees are willing to help concessionaires ,. 9mployees ha"e the +nowledge to answer concessionaires; 4uestions ). Staff has the capacity to sol"e problems when they arise /. 9mployees are attenti"e to concessionaires; re4uests $. Personnel are friendly and courteous =. Be4uests for reconnection of ser"ice lines are acted within 2) 8ours -. 1omplaints are attended to and acted upon &. Tapping of new connections are prioriti2ed (#. 1hannels for expressing complaints are a"ailable O(era!!

Co%&e$$ o%a re$ -N.4;61 AWM DE 2./= Low 2.// Low 2./, 2./# 2.)2.)= 2.)= 2.)) 2.,) 2.2, 7.45 Low Low Low Low Low Low Low Low Lo:

<t can be noted from the table that the indicators were unanimously 2!o:3 with 7.45 weighted mean. The highest indicator with obtained a weighted mean of 2./= was employees beha"ior instills confidence in concessionaires. Whereas, the indicator,

channels for expressing complaints are a"ailable, obtained the lowest weighted mean of 2.2,. The data re"ealed that with a low rating, concessionaires were not satisfied with the ser"ices gi"en by local water districts. The findings confirmed the study of

!ndreassen F Lindestad '2##(* that an organi2ation;s social en"ironment G whether it is called culture or climate is an important dri"er of customer satisfaction. Ergani2ational climate has been found to mediate the relationship between human resource and customer satisfaction, supporting organi2ational culture and customer satisfaction as a social context model '3erris et. al., 2##-*.

-2 PRO<LEMS ENCO9NTERED AND RECOMMENDED SOL9TIONS OF THE IDENTIFIED PRO<LEMS Pro+!e"$ E%&o)%tere' +# the Lo&a! Water D $tr &t E"p!o#ee$. Table (, exhibited the problems encountered by the employees of local water districts in Pangasinan. !s reflected on the next page, the problems encountered by the employees were ran+ed according to fre4uency based on the number of employees who percei"ed them. <t could be noted that the problem on concessionaires; inability to pay was ran+ed number ( with 2= as fre4uency. 8abits and "alues of concessionaires was second in ran+ with a fre4uency of 2/. Laxity in the implementation of policies and guidelines, together with employees; wor+ing time are not maximi2ed were ran+ed ,./ with (= fre4uencies, respecti"ely. >umber / in ran+ was minimal information dissemination which has () Ta+!e 4, Pro+!e"$ E%&o)%tere' +# Water D $tr &t E"p!o#ee$ Pro+!e"$ 1oncessionaires; inability to pay 8abits and "alues of concessionaires Laxity in the implementation of policies and guidelines 9mployees; wor+ing time are not maximi2ed 7inimal information dissemination <ndecisi"eness of the management to enforce collection and disconnection policies The administrators lac+ capability and s+ills >on%Be"enue water is high E"erstaff Lac+ materials to ma+e untimely repairs Water rate is high Lac+s pre"enti"e maintenance system in place Fre=)e%&# 2= 2/ (= (= () (, (2 (( (( (( & & Ra%> ( 2 ,./ ,./ / $ = & & & ((./ ((./

-, respondents. The problem on indecisi"eness of the management to enforce collection and disconnection policies was ran+ed number $. The administrators lac+ capability and s+ills was ran+ed number = in terms of seriousness. The employees considered the following problems as number & in terms of seriousness >on%re"enue water is high,

o"erstaff and lac+ materials to ma+e untimely repairs. Water rate is high, o"erstaff and lac+s pre"enti"e maintenance system in place were ran+ed ((./ with fre4uency of & for each problem. The findings re"ealed that the real and root causes of the problems encountered by the employees affecting the operation of the local water district as well as the "arious measures and strategies to enhance smooth flow of management in the local water districts of Pangasinan were not loo+ed upon. Re&o""e%'e' So!)t o%$ for the I'e%t f e' Pro+!e"$. Table () below,

presented the recommended solutions to address the identified problems. These solutions were ran+ed ( to (2 based on the fre4uency indicated for each problem. !s could be obser"ed in the table below, the solution calling for the presence of designed payment scheme for accounts recei"ables and strict implementation of policies with consistency ha"e 2) fre4uencies, respecti"ely, so that these solutions were considered number one in ran+. The table further re"ealed that 2, indicated that there must be fair treatment and build customer relationship was ran+ed number ,. Ta+!e 44 Re&o""e%'e' So!)t o%$ for the I'e%t f e' Pro+!e"$ So!)t o%$ Fre=)e%&# Ra%>

-) There must be designed payment scheme for accounts recei"ables Strict implementation of policies with consistency There must be fair treatment and build customer relationship Di"ision heads should monitor strict implementation of policies and guidelines 1ontinuous training and education of officers and employees 1onduct regular meetings and monitor daily acti"ities There must be close wor+ing relationship among employees, management and di"ision heads should be opened to suggestions Bepairs and maintenance ser"ices should be prioriti2ed There must be proper e"aluation of employees There must be proper in"entory of material stoc+s and close monitoring system <mplement programs that will reduce non%re"enue water There is reasonable progressi"e increase of water rates

2) 2) 2, (& (& (& ((= (/ (, (2 &

(./ (./ , / / / = & (# (( (2

There were three recommended solutions which were ran+ed /, for the reason that each had (& as fre4uency, respecti"ely. These were Di"ision heads should monitor strict

implementation of policies and guidelines, continuous training and education of officers and employees and conduct regular meetings and monitor daily acti"ities. 1oming next was there must be close wor+ing relationship among employees, management and di"ision heads Bepairs should be opened to suggestions was ran+ed number =.

and maintenance ser"ices should be prioriti2ed had (= fre4uencies and was

ran+ed -. >umber & in the ran+ with (/ fre4uency was there must be proper e"aluation of employees. Proper in"entory of material stoc+s and close monitoring system was (# th in ran+. The problem on implement programs that will reduce non%re"enue water was The recommended solution, there is reasonable

ran+ed (( with (2 fre4uency.

progressi"e increase of water was (2th in the ran+ with & fre4uencies. The findings showed that the recommended solutions to address the identified problems were realistic and doable.