RMC No. 82-2019 — Circularizes the Improvement Action Plan for Customer Satisfaction (Fiscal Year 2019) Digest | Full Text | Annex A

Annex o'4" tMpRovEMENT ACTTON PLAN FOFI CUSTOMER SATISFACTION (FISCAL YEAR 2019) -' ,-'l Slow processing Non-Availability/ Lnmediate issuance of National Ofllce thru '| of transactions lnaccessibility of Information Systems System/Intermittent advisory in case of systems Immediate isstiance of a. TIN downtime/interm ittent Group advisory at the time o l- b. Certiflcate Connection connection. National Ofllce thrr-t ()ccLlrrence. of Insufllcient number Issuance of work-around of autho rized plantil la procedures in case of systems the Client Support The work-around Registration position downt i r.n e/ i nt erm ittent procedures to be released connection. Service with ci::pendencl. on ISG c. TIN Card eCAR System Downtime Develop an online National Office thrtt Dralt l'cn-ns rii' d. Slow (Application, Client Support Hardware and registration/updating system Service and Ref-erence (TOiL) this processing of Nctwork) Infbrmation Systents application. Project Management . 2019 The proj cct ONETT Creation of additional Service implenlentltiion is :rci r,'it 2020. authorized plantilla or hire job National Ofllce thru order personnel. the Resource This requires support anc-l Management Group appro.''al tionr Deptiltment 0 t' Ilr-rdgel and klanagentcnt Immediate issuance of National Oftrce thru Imrnediate issuance ol' advisory in case of systems Infbrmation Systerns advisory at the time o1' Group occurrencc. downtime/i ntermittent AL Hrvrnuc connection. BUREAU OF INTER AU6 RECORDS MGT. V ISIO N

Annex tt htt tMpRovEMENT ACTTON PLAN FOR CUSTOMER SATISFACTION (FISCAL YEAR 2019) Up grade infiastructure National OfIce thru Long-term plan Information Sl,stems Long-tern"l pian Development of an online Immediate procedure application cf eCAR Group and once the system become Assessment Service Adopt a catch-up program acce s :. iir I e/avai Iirlr I c when the systems become National Offrce thrr-r acc e s sible/avai lable. Information Systerrs ,RECCRDS MGi. Group and a. All transactions during Assessment Service systems downtime will be National Ofl-ice thru Information Systems encoded once the systems Group, Assessment become Service and acce ss ibl e/avai lab I e. Resource Management Group b. Adopt flerible r.vorking hours fbr ONETT encoders Insufhcient number Creation of additional Nationai Offlce thrr-i This recluires siipport anr-' of autho rized planti lla the Resource position authorized plantilla or hire job Management Group applol'al fl'oni order personnel. Departmenl ol BLtclgct and Management

Annex ",\" tMpRovEMENT ACTTON PLAN FOR CUSTOMER SATISFACTION {FISCA[- YEAR 2019] -t If i',,1 ;.11 ;q.,1;1;i,,,1,1'Tlt&gE$,.IN .:.1I e. Tax Clearance . Additional o Streamline /reduce number of National Off-ice tirru I concerned Poor Customer Assessment. ----"1 Service l Collection & Client documentary documentary requirements process. Support Service" requirements not G Monitor strict compliance to RDOs and other among those concerned Oifices enumerated in the reduced number of checklist of mandatory documentary requirements. requirements being required by concerned Oflfrces Rude/unaccommo- Conduct Taxpayer Service National Oftice thru This training is intended dating employees Client Support to be conducir:cl to Excellence Workshop, Stress Service" Training fiontliners in 2019. Management Management and similar Division and Training Delivery seminars fbr Iiontliners. Division . Conduct a tact-finding Regional Oifice thru This is a contit-t',:irus investigation seeking to Regional process. Investigation determine whether there is (conducts the BUREAU OF INTERNAL HtVUTvu investigation of sufficierrt ground to engender a aciministrative cases /; sp ftd+ witirin the regior-r AU$ flfi i$ ii well-fbunded belief that an invoiving light {i -,. II irregularity. or an improper ofl-enses) I conduct that an otlbnse has been 7*Dl committed and the employee RECCRDS MGT. IVIS IC I'I and/or official complained of is robably guilty thereof-.

A,n n e){ "A" tMpRovEMENT ACTTON PLAN FOR CUSTOMER SATISFACTION (FISCAL YE/\R 2019) If fbund guilty, issue warning National Ofllce thru Internal letters to personnel complained Investigation Division (condr-rcts in survey forms and if the investigation of- necessary, flle adrninistrative administrative cases with Regional cases) Investigation Division/ Internal Security Division Poor All equipment (e.g. air- . RDOs No timeline set since ventilation/ambiance prepar''r-ion o I PP},'IP is and ofl-rce set-up conditioning unit, generator) done cvery )rear and other fixtures (additional counters, tables, chairs) needed to improve the oft-rce set-up shall b,e included in the respective Project Procurement Management Plan (PPMP) of each RDOs concerned and procured by concerned OfficeAtrational ongoing Building National Otfice thru the Resource Management Group RECCRDS MGT. DIVISIOh{