RMO No. 5-2023 — Prescribes the guidelines and procedures on the implementation of revised customer satisfaction survey for frontline services under Client Support Service as one of the BIR's Feedback Mechanism Digest | Full Text | Annex A | Annex B | Annex C-E

REPUBLIC OF THE PHILIPPINES

BUREAU OF INTERNAL REVENUE DEPARTMENT OF FINANCE BUREAFAF FHC fM

Q:&5 PM JAN 30 2023 WD

January 30, 2023

REVENUE MEMORANDUM ORDER NO. 5-2O 23

SUBJECT Prescribes the Guidelines and Procedures on the Implementation of Revised Customer Satisfaction Survey for Frontline Services under

Client Support Service as one of the BIR's Feedback Mechanism

TO All Revenue Officials, Employees and Others Concerned

BACKGROUND

Consistent with the Bureau's mandate to provide quality frontline services to the taxpayers, and with the recent updates in the requirements of measuring the citizen/client

Memorandum Circular (MC) No. 2022-5, all Revenue District Offices (RDOs) are required to satisfaction based on the new guidelines stated in Anti-Red Tape Authority (ARTA)

implement a feedback mechanism to evaluate the efficiency of their frontline services delivered to taxpayers, in compliance with Republic Act (RA) No. 11032, otherwise known as the Ease of Doing Business and Efficient Government Service Delivery Act of 2018 .

Toward this end. the RDOs shall use the revised Customer Satisfaction Survey Form for frontline services under the Client Support Service (CSS) as one of the Bureau's feedback mechanism.

II. OBJECTIVES

This Order is being issued with the following objectives:

1. Prescribe and ensure the use of the revised Customer Satisfaction Survey Form in

accordance with the guidelines set forth in ARTA MC No. 2022-5;

2. Provide information on the performance of district office personnel on the delivery of

frontline services, which shall be considered in the evaluation of Revenue District Offices: and

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3. Provide information on the level of customer satisfaction, issues and concerns of

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

JII. POLICIES AND GUIDELINES

1. The RDOs shall use the revised Customer Satisfaction Survey Form (Annex A), which is available both in manual and online (Microsoft Forms) versions.

2. BIR frontliners/officers shall encourage taxpayers to answer the online survey form Response (QR) code using their smart phones found in the counter. Manual survey forms shall still be provided in cases where taxpayer opted to use such. either by directing them to use the eLounge or by asking them to scan the Quick

3. The following offices shall be responsible for the retrieval of manual survey forms on or before the 5th day of the following month and processing of the same:

(ELTRD) LT Division No. 123- Cebu City LT Division No. 127 -- Davao City LT Assistance Division (LTAD) and Excise LT Regulatory Revenue District Offices LT DIVISION/OFFICE Division LT RR No. 13- Cebu City thru the CSU Head Head RR No. 19 -- Davao City thru the CSU Programs Division (LTPMPD) Concerned Regional Office thru the Client Support Unit (CSU) Head PROCESS THE SURVEY FORM OFFICE TO RETRIEVE AND Performance Monitoring and

Monitoring Division (TSPMD). The results of the manual survey shall be consolidated by the identified offices above with the results of the online survey to be provided by Taxpayer Service Programs and

4. The following reports shall be prepared by the concerned offices 'for submission to

TSPMD:

Matrix of Actions Taken/To Be Taken | (Annex B) Report RDOs/LT ELTRD) Divisions/LTAD/ Responsible Office 5th day following the month On or before the Deadline Of

Customer Satisfaction Survey (Annex C) Summary Report on the Results of Customer Satisfaction Survey (Annex D) Working Paper on the Results of the Concerned thru Head/LTPMPD Regional the office CSU retrieval On or before the 20th day of the month

Summary of Feedback (Annex E)

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5. The Revenue District Offices shall keep the survey forms and the corresponding reports, for validation purposes.

6. The CSS, through the TSPMD, may conduct unannounced validation of survey results in Regional/District Offices to ensure that the provisions stated in this Order are being

strictly followed.

IV. PROCEDURES

A. The Client Support Unit (CSU) Head/Large Taxpayer Performance Monitoring and Programs Division (LTPMPD) shall:

1. Ensure that RDOs/LT Divisions are using the 2-pager revised Customer Satisfaction Survey Form which shall be printed back to back;

2. Retrieve the manual survey forms on or before the 5th day of the following month

online survey forms from TSPMD every 8th, 16th, 23rd and the day after the end from the RDO/LT Divisions within its jurisdiction and receive the results of the

of each month:

3. Process the survey results in the following manner:

a. Use the Working Paper on the Results of the Customer Satisfaction Survey (Annex C) in the processing of both manual and online survey forms per RDO;

b. Summarize the survey results using the following pro-forma reports, to

Wit:

b.1 Annex D Satisfaction Survey (per RDO) - Summary Report on the Results of Customer

b.2 Annex E - Summary of Feedback

4. Submit the applicable Summary Reports (Annex D and E), in hard and soft copies. Service thru TSPMD on or before the 20th day of the month: and the working papers (Annex C), in soft copies only, to. the Client Support

5.Provide each RDO/LT Division/LTAD/ELTRD with their respective survey results Commissioner of Large Taxpayers Service with the corresponding survey results: and (Annexes C, D and E), and for LT Divisions/LTAD/ELTRD, furnish the Assistant

6. Maintain a record/file of the survey results, for reference. B HU

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B. The Revenue District Offices (RDOs)/LT Divisions/LTAD/ELTRD shall:

1. Provide dedicated Personal Computer (PC) in the eLounge with the link to the

eLounge to guide the taxpayers in accomplishing the Online Survey Form; Online Survey Form available in the said PC. An employee shall be assigned at the

2. Provide a QR code at each counter in the Taxpayer Service Area as additional

option for taxpayers to access the Online Survey Form;

3. Ensure the availability of manual survey form in case the taxpayer opted to use such or if the Online Survey Form is unavailable;

4. Receive the summary reports and working papers prepared by the CSU Head/LTPMPD;

5. Analyze and discuss the survey results with concerned employees to come up with preventive/corrective actions to address the issues/concerns; and

6. Submit the Matrix of Actions Taken/To Be Taken (Annex B) to CSS, through TSPMD, every 5th day following the month of retrieval of the survey forms, if

applicable.

C. The Client Support Service (CSS) through Taxpayer Service Programs and Monitoring Division (TSPMD), shalI:

1. Provide the links and QR codes of the Online Survey Forms to the CSU Heads of each Revenue Region/LTPMPD;

2. Send the results of the online survey through email to the CSU Head/LTPMPD on the 8th, 16th, 23rd and the day after the end of each month:

3. Receive the summary reports and working papers (hard copy and soft copy) from RDOs, for consolidation and analysis: the CSU Head/LTPMPD and the Matrix of Actions Taken/To Be Taken from

4. Receive the issues/concerns raised by the Regional/District Offices/LTS that

requires policy direction; and

5. Conduct an unannounced validation of survey results at the Regional/District Offices/LTS to ensure full compliance with the provisions of this Order.

BURR +

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JAN 3 0 2023 2:Q5 D.M

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V. REPEALING CLAUSE

The provisions of RMO No. 44-2020, RMO No. 16-2021 and all revenue issuances and/or portion/s thereof inconsistent herewith are hereby repealed, amended and/or modified accordingly.

VI. EFFECTIVITY

This Order shall take effect immediately.

ROMEO D. LUMACUI JR. Commissioner of Internal Revenue

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BTRAAU SRCS RTWUE I

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