ISSN: 2782-893X
eISSN: 2799-0664
ISSN: 2782- 893X
— This study examines the implementation of water services at Calbayog Water, identifying existing issues and areas for improvement. Through community feedback and operational challenges, the research aims to formulate an action plan to enhance service delivery. A descriptive assessment research design was employed, with data collected through modified questionnaires distributed to Calbayog City Water District personnel using universal sampling and Slovin’s formula for the concessionaires. The sample consisted of 27 employees and 473 concessionaires, totaling 500 respondents. The questionnaire assessed the degree of implementation of water services in customer service, billing & collection, and operations using a five-point rating scale. Statistical methods like mean and standard deviation were used to evaluate water service status, while a T-test analyzed the perceptions of concessionaires and personnel. Satisfaction survey results indicated a generally positive view of customer services, though areas for improvement, especially in responsiveness, communication, and transparency, were identified. Billing and collection services received strong ratings, but operations showed mixed satisfaction levels. Reconnection services were a weak point, with delays noted in its delivery. Calbayog Water’s operations also received mixed satisfaction ratings from both concessionaires and employees. Among the problems reported by concessionaires, low water pressure/no water and inconsistent water availability were the most critical, followed by late service announcements, billing errors, and delayed bill delivery. Based on these results, Calbayog Water should improve responsiveness to concerns, expedite repair and restoration efforts, enhance communication, and address water supply inconsistencies to improve service quality and customer trust. Keywords — Water, Water Services, Customer Service, Billing and Collection, Operations