University of the Philippines (UP) and Metropolitan Waterworks and Sewerage System (MWSS) Regulatory Office penned a memorandum of agreement on August 6 expressing UP’s willingness to assist the MWSS Regulatory Office in its 2019 and 2020 customer satisfaction survey.
As stated in the agreement: “The MWSS Regulatory Office is required by the Governance Commission for Government Owned and Controlled Corporation (GCG) to conduct a third party bi-annual Customer Satisfaction Survey (CSS) that will serve as basis for the GCG in measuring performance of the MWSS RO relating to customer satisfaction under the 2019 Performance Evaluation System.”
The agreement’s Terms of Reference further stipulates: The technical assistance rendered by UP will be through the UP-Centre International de Formation des Autorites et Leaders (UP CIFAL) which “will focus on the assessment of the customers’ level of satisfaction on the service directly rendered by the concessionaires to their respective customers on the premise that satisfied customers reflect good regulation.”
In carrying out MWSS RO’s 2nd semester 2019 and 1st semester of 2020 Customer Satisfaction Survey, the main objective of the CSS is to determine the perception of its stakeholders, namely: Maynilad, Manila Water, and its customers with regard to its dealing with MWSS RO. “The conduct of the CSS aims to gather information on customers’ needs, expectations, and issues; and, to identify potential problems and challenges concerning these matters for the formulation of new, as well as the improvement/enhancement of existing policies and standards, so as to ensure that customers receive the highest quality service,” as explained in the Terms of Reference.
Present during the signing of the agreement were: UP President Danilo L. Concepcion; UP CIFAL Project Director Edna E. A. Co, Ph.D.; MWSS Chief Regulator Atty. Patrick Lester N. Ty; and MWSS Department Manager for Customer Service and Monitoring Division Rosendo Alegre.