The Metropolitan Tuguegarao Water District through its Human Resource Division facilitated the conduct of Learning and Development Program for 2025 on February 3, 2025 at MTWD Building, Audio Visual Room, Main Avenue, San Gabriel, Tuguegarao City.
The capacity building seminar aims to enhance customer relations of the members of the management and next in rank employees and equip them as Officers of the Day (OD) with adequate knowledge, skills and strategies to efficiently and effectively address daily concerns and/or queries from the customers-concessionaires.
It is worthy to note that the Officer of the Day has been stationed at the ground floor catering frontline services since April 2024 and has marked significant development in delivering service transactions. The stationing of the Officer of the Day has remarkably made frontline transactions faster as the concerns and queries of the customers are swiftly handled and processed. The handling of customer concerns include checking of documents prior to submission of water service application, billing inquiries and coordination and processing of job order requests, among others. Thus, long queues are significantly reduced ensuring adherence and compliance with the ARTA standards.
GM Miller in his opening message emphasized the importance of having an equipped officer of the day performing frontline services as this connotes competence and an increased level of proficiency of the management in the overall operations of the District. He further mentioned that this training serves as an avenue to improve the processes and introduce control mechanisms to better serve the public and to showcase the leadership skills of the OD in solving situations independently with minimal intervention from the employee in-charge.
The capacity building was facilitated by the in-house resource persons namely Mr. Denver Iringan, Ms. Hazel Fernandez, both from the Internal Control and Systems Development Division, Ms. Farrah Callo from the Commercial Division and Mr. Marcolino L. Callo from the Information and Communication Technology. It was also attended by the members of the management and their alternate. MTWD commits to strive harder in order to meet the demands of the increasing number of its customers-concessionaires not only through improvement of its operational infrastructures but also by professionalizing its workforce to a higher degree of competency and efficiency.