RMO No. 15-2024 — Amends Revenue Memorandum Order No. 5-2022, as amended, on the establishment and implementation of the online Citizen/Client Satisfaction Survey (CCSS) for other BIR critical services under the online Survey Feedback System (Phase 2) Project. Digest | Full Text | Annex A | Annex B | Annex C | Annex D | Annex E

BUREAU OF INTERNAL REVENUE REPUBLICOF THE PHHHPPINES DEPARTMENT OF FINANCE F.I M

National Office Building Quezon City APR~22 274 ....

RECORDS MGT. DIVISION

March 6, 2024

revenue memorandum order no. 15-2024

TO: All Revenue Officials, Employees and Others Concerned

SUBJECT:: Amending Revenue Memorandum Order (RMO) No. 5-2022, as

Citizen/Client Satisfaction Survey (CCSS) for Other BIR Critical Services under the Online Survey Feedback System (Phase 2) Project Amended, on the Establishment and implementation of the Online

E BACKGROUND

The Anti-Red Tape Authority (ARTA) issued Memorandum Circular (MC) No. 2023-05 on June 8, 2023 to amend the guidelines on the impiementation of the Harmonized Client Satisfaction Measurement.

of the Client Satisfaction Measurement (CSM) Questions and Report Guidelines, interpretation of the rating that will be obtained and the localization of the survey questionnaire used. In this regard, a revised Online Survey Said MC specifically provides the amended guidelines on the revision Questionnaire shail be used in order to comply with the ARTA

which includes both External and Internal Services) will also be prescribed. services. Moreover, a revised Summary Report on Total Number of Transactions Per Critical Service (Annex B of RMO No. 5-2022, as amended and Performance-Based Bonus (PBB) requirements. The same Questionnaire shall also be used to measure the clients satisfaction on the delivery of internal

T OBJECTIVES

This Order is issued for the foilowing objectives:

1. Prescribe the revised Customer Satisfaction Survey Questionnaire

Revenue (BIR) Citizen's Charter; and that inciudes Internal Services listed in the Bureau of Internal

2. Amend Annex B of RMO No. 5-2022, as amended

Ty

H POLICIES AND GUIDELINES

1. The Online Client/Customer Satisfaction Survey (CcsS) Questionnaire

in conducting the CCSS in all concerned BIR offices. shall be the exciusive instrument (survey questionnaire) to be used

2. The online survey for Phase 2 of the Online Survey Feedback System

(OSFS) shall cover all other external as well as all internal services of the Bureau inciuded in the BIR Citizen's Charter.

3. An employee/Officer of the Day (OD) shall be assigned to assist the' taxpayer/client, if necessary, in accomplishing the Online Survey Questionnaire.

4. The releasing officer/employee shall encourage the taxpayers/clients to accomplish the online survey before the release of the completed

mobile phones. documents/transaction that was required/requested. Taxpayers shall be informed that they may access the link for the survey using the designated PC or scan the Quick Response (QR) code using their

5. All taxpayer responses archived in the MS Forms facility shall be accessible only to authorized officers and staff of the Research and Statistics Division (RSD):

Iv. PROCEDURES

A. The Revenue District Offices (RDOs)/Concerned Divisions in the

Revenue Regions and National Office/Large Taxpayers Divisions (LTD) of Cebu and Davao shall:

1. Post flyers/announcements,: using the format and text provided

in concerned Divisions in the Revenue Regions and Nationai in Annex A, in the releasing area for electronic Certificate Authorizing Registration (eCAR)/ONETT in the RDOs and for requested documents Office/LTD-Cebu and LTD-Davao, to inform taxpayers/clients about the availability of the Online Survey Questionnaire;

2. Dedicate a Personal Computer (PC) to be used by taxpayers in accompishing the online survey in each RDO/concerned Division A QR code shall also be provided and be made available for easy be immediately visible to the taxpayer when accessing the online survey. in the Revenue Regions and National Office/ LT Divisions of Cebu and of Davao. The corresponding link for the Online Survey Questionnaire shall be made availabie in the said Pc, and must reference by taxpayers/clients;

3. Conduct the CcsS at their respective offices using the Online CCSs Survey Questionnaire; BUREAUOF INTERNAL REVENUE

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4. Encourage taxpayers/clients to participate in the Bureau's online survey transaction. For both external and internai services, the target respondents as provided by ARTA in MC No. 2023-05 should be: by accomplishing the Oniine Survey Forms at the end of each

Number of Respondents= (n-1) + 384.16 n x 384.16

wherein n = Estimated number of transactions for the month

5. Receive on a weekly basis, from the statistician/planning officer/designated officer of the Region/Service, the raw data 24th day of the current month and on the 3rd day of the following month; on the taxpayers' survey responses, specifically, on the 10th, 18th and

6. Analyze and evaluate the taxpayers'/clients' responses in the online

survey to develop an appropriate action plan for the improvement of the office's services, and consequently enhance the level of satisfaction of taxpayers/clients;

7. Prepare and submit to the statistician/planning officer/designated officer of the Region/Service, through their official e-mail address for consolidation, a monthly Summary Report on Total Number of each month foliowing the reference period; and of Transactions Per Critical Service and Matrix of Actions Taken, using the format provided in Annexes B and C, on or before the 10th day

8. Maintain a record/file of the taxpayers'/clients' responses, which can be used as reference in the preparation of KPI accomplishments, and for validation purposes.

B. The Assessment Service (AS), Coliection Service (CS), and Client Support Service (CsS), shail:

1. Provide Research and Statistics Division (RSD) soft copy of the following cumulative reports, on.or before the 20th day of the following month, through the RSD's official online survey e-mail address:

onlinesurveyph2@bir.gov.ph

: For AS and cS: Working Paper for manual survey results : For csS: Working Paper for manual and online survey resuits and Total Number of Transactions Processed for external services

BUREAU OF INTERNALREVENUE

TD Dw APR^22`2824 Cnty

RECORDS MGT.DIVISION C

2. The CSS shall submit annually to RSD the following documents/information (Phase 1):

: Report on the Continuous Improvement Action Plan (Annex E) : Report on the Results of Improvement Action Pian (Annex D); and

on or before 25 January 2025, as a requirement for FY 2024 ARTA

and PBB requirements thereafter; and and PBB, and on the prescribed deadlines for succeeding FY ARTA

3. Receive a copy of the Consolidated Citizen/Client Satisfaction Survey

(CcSS) Report from the Pianning and Management Service, through the RSD, for reference.

C. Statistician/Planning Officer/Designated Officer in the Region/Service shall:

Y Receive, on a weekly basis, from RsD, the raw data

on the taxpayers'/clients' survey responses, every 8th, 16th. 23rd of the current month and the 1st day of the following month;

2. Provide soft copies of the raw data on the taxpayers'lclients' survey and National Office/LTDs of Cebu and Davao on the 10th, 18th, 24th responses to the RDOs/concerned Divisions in the Revenue Regions of the current month and the 3rd day of the following month;

3 Receive from selected RDOs/concerned Divisions in the Revenue

Service (Annex B) and Matrix of Actions Taken (Annex C) on or before the 1oth day of each month following the reference period; Regions and National Office/LTDs of Cebu and Davao a monthly Summary Report on Total Number of Transactions Per Critical

and

4. Prepare and submit to RSD the following:

: Monthly Consolidated Summary Report on Total Number Annual Report on the Resuits of Improvement Action Plan of Transactions Per Critical Service and Consolidated Matrix the reference month; of Actions Taken on or before the 15th day of each month following

(Annex D) and Annual Report on the Continuous Improvement Action Plan (Annex E), on or before 25 January 2025, as a requirement for FY 2024 ARTA and PBB, and on the prescribed deadlines for succeeding FY ARTA and PBB requirements thereafter through the RSD's official online survey e-mail address:

onlinesurveyph2@bir.gov.ph BUREAUOF INTERNALREVENUE

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D. The Research and Statistics Division shalf:

1. Access and download from the MS Forms facility the raw data

and 23rd of the current month and the 1st day of the following month; of the Region/Service, on a weekly basis, that is, on the 8th. 16th on the survey responses of taxpayers/clients, and provide soft copies of the information to the statistician/planning officer/designated officer

2. Receive from statistician/planning officer/designated of the Region/Service/LT Divisions (LTD) of Cebu and Davao the Consolidated Summary Report on Total Number of Transactions Per Critical Service and Matrix of Actions Taken, for consolidation; officer

3 Receive issues/concerns raised by the concerned offices that requires

policy direction or recommendation;

4 Receive from CSS, AS and CS soft copy of the Working Paper

of the survey results, as specified in Item No. 1, Section IV-B, every 2oth of the month foilowing the reference period;

5. Process the survey results, then prepare and submit monthly summary report of the results to the Region/Service/LT Divisions (LTD) of Cebu 'and Davao on or before the 25th day after the end of month (EOM);

6.: Prepare and submit quarterly survey resuits to the Assistant Commissioner-PMS on or before the 25th day after the end of quarter (EOQ);

7 Receive from CSS and Statistician/Planning Officer/Designated Officer

in the Region/Service the following annual reports:

: Report on the Results of Improvement Action Plan (Annex D); and Report on the Continuous Improvement Action Plan (Annex E),

8. Prepare the Annual Consolidated CCss Report (Phases 1 and 2), and forward the same to the Planning and Programming Division

PBB and ARTA, and on or before the prescribed deadline every year thereafter, for submission to AO 25 Secretariat/AiTF and ARTA; and on or before the prescribed deadiine, as a requirement of the FY 2024

9. Furnish a copy of the Annual Consolidated CCSS Report to the Assistant Commissioner of PMS, AS, CS and CSS, for reference.

BUREAU OF INTERNALREVENUE

0A APR 22 24

RECORDS MGT.DIVISION

V REPEALING CLAUSE

issuances or portions thereof inconsistent herewith This Order supersedes RMO No. 5-2022, as amended and other revenue

V EFFECTIVITY

This Order shall take effect immediately.

ROME Lumagui, Jr. Comrmssioner of Internal Revenue

B-3

BUREAU OF INTENuA} KEVEN{E

TLNTNLN IRA APR 22 224

AT RECORDS MGT.DIVISION

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