Journal of Public Management Research ISSN 2377-3294 2022, Vol. 7, No. 1 http://jpmr.macrothink.org 8 Customer Service Management Practices of Tagum Water District: A Case Study Girlie I. Cadenas University of Science and Technology of Southern Philippines, Cagayan de Oro, Philippines E-mail: girliecadenas87@gmail.com Glenne Berja Lagura, DPA Associate Professor III Institute of Leadership, Entrepreneurship and Good Governance Davao del Norte State College, Panabo City, Philippines ORCID No. 0000-0003-4142-2771 E-mail: glenne.lagura@dnsc.edu.ph Received: March 16, 2022 Accepted: April 27, 2022 Published: December 12, 2022 doi:10.5296/jpmr.v7i1.20539 URL: https://doi.org/10.5296/jpmr.v7i1.20539 Abstract This study identified the Customer Service Management (CSM) practices of Tagum Water District (TWD) from the perspective of its customers and customer service personnel as to how TWD responded and addressed the customers inquiries, requests, and complaints. The Evolution of Customer Service by Blake Morgan serves as the foundation for the study's theoretical framework. Focus groups and in-depth interviews were used to get the data. The findings showed that although both customers and customer service staff agreed that TWD practices good customer service, they also encountered some issues and challenges when processing transactions, such as limited channels for disseminating information and constrained access to its customer service. Thus, it is recommended to provide innovations on its practices that the technology offers to keep up with the evolving needs of its both internal and external customers. Keywords: customer service, practices, evolution, innovation. 1. Introduction Due to their similarity in information interchange and the provision of services to both