RMO No. 61-2016 — Establishes a standard Taxpayer Feedback System Digest | Full Text | Annex A | Annex B | Annex C

RETYRICOF THE PHILPPINES

BUREAU OF INTERNAIREVENUE DEPARTMENT OF FINANCE

REVENUE MEMORANDUM ORDER NO. 00 Octoher 28, 2016

SUBJECT TO BACKGROUnD Establishment of Standard Taxpayer Feedback Systerm All Revenue Officials and Employees Concerned o t RORDSMCT RECEIVET OC{ 2 8 2g15. 3:50P0 N MMLAA OO

Consistent with the Bureau's mandate to provide world ciass frontline services to the taxpayers,

with the Anti-Red tape Act of 2007that will evaluate the efficiency of the frontline services as provided all revenue district offices are required to implement a standard taxpayer feedback system in compliance

under RMC 80-2012.

OBJECTIVE

Implementation of the standard taxpayer feedback system has the following objectives:

1. Enhance the adherence to the provisions pursuant to Republic Act 9485, otherwise known as the

Anti-Red Tape Act of 2007; 2 Project a service-oriented image of the Bureau of Internal Revenue; 3. Provide the BIR top management with information on the performance of the employees in the

delivery of the frontline services which will serve as part of the evaluation of said Revenue District Offices; and 4. Provide inputs to BIR top management on the level of customer satisfaction, the issues and

concerns of the taxpayers to come up with resolutions of said issues and concerns.

I! POLICIES, GUIDELINES AND PROCEDURES

1. DROP BOX

1) A drop box made of acrylic material shall be used and with these information printed on

It

BIR Logo Name of Office "Please Drop the Satisfaction Survey Here"; and 2) The drop box sha!l be located at the frontline Taxpayer Service Area, particularly near or

prior to taxpayer exit point.

2. CUStOMER SUrVEY FORM

3) The name of the empioyee serving the taxpayer must be written in the CSF and the 2) Frontlines must remind the taxpayers to accomplish the said survey form and drop 4) CSF shall contain a checklist of the frontline services and the taxpayers shall indicate 1) Customer Survey Form (CSF) shall be given to taxpayer together with their Queue number slip; the same in the drop box at the end of the transaction. queuing reference number;

the type of transaction made by ticking the boxes provided in "Annex A"

3.MONITORING OF COMPLIANCE

1) An unannounced visit shail be conducted which shall include retrieval of the CSFs to

tnsure that the implementation of the feedback system is being followedi; 2) All personnel designated as auditors conducting the visits shall be required to

accomplished the "Standard Taxpayer Feedback System" report as provided in "Annex B", then, shall endorse the same to the Assistant Commissioner, Client Support Service (CSS) thru Taxpayer Service Programs & Monitoring Division (TSPMD);and 3) Client Support Service (CSS) thru Taxpayer Service Programs and Monitoring Division

(TSPMD) shall collate and consolidate submitted reports from designated auditors and prepare a final report with data and analysis for submission to CIR/MANCOM on a quarterly basis. "Annex C

IV REPEALING CAUSE

All Revenue Issuances or parts thereof inconsistent with the provisions of this Order are hereby repealed

V EFFECTIVITY

This Order shali take effect immediately

Caesar r. dulay

Commissioner of Internal Revenue

00157:

BUREAU OT INTERNAL REVENTE RETORTSMGFDIVSION OCt 2 2016/ 3: 50 OM LAALK

RECEIVED