RMO No. 39-2024 — Revised policies and guidelines in the operation and maintenance of the eLounge facilities in Revenue District Offices Digest | Full Text | Annex A | Annex A-1 | Annex B | Annex B1 to B4 | Annex C

BUREAU OF INTERNAL REVENUE REPUBLIC OF THE PHILIPPINES DEPARTMENT OF FINANCE T RECORDS MANAGEMENT DIVISION JREAU SEP 1 8 2024 OF INtERnAL REVEnt

Quezon City

Bringing In Rovenuas for Nation-building BY: 10V 10. 2024 Admin unit - Ime: 2:4oP

REVENUE MEMORANDUM ORDER NO 039 - 2024

SUBJECT of the eLounge Facilities in Revenue District Offices Revised Policies and Guidelines in the Operation and Maintenance

TO Revenue District Officers (RDOs) Revenue Data Center (RDC) Heads Client Support Section (CSS) Chiefs Other Revenue Officials, Employees, and Others Concerned

I BACKGROUND

In line with the BIR's thrust to deliver "excellent service" to taxpayers and its

to Revenue Memorandum Order (RMO) No. 33-2021. convenient for taxpayers, the Bureau's eLounge facilities have been established in the commitment to make the filing of tax returns and payment of taxes hassle-free and Revenue District Offices (RDOs) nationwide for utilization of the taxpaying public pursuant

Electronic BIR Forms (eBIRForms) facility and electronically file their tax returns and/or pay their taxes due through the Electronic Filing and Payment System (eFPS), and various electronic Payment (ePay) Channels of Authorized Agent Banks, whichever is applicable. Submission (eSubmission) or Electronic Audited Financial Statement (eAFS) System. They can also submit the corresponding attachments to their tax returns thru the Electronic Through the eLounge facilities, taxpayers may download BIR Forms through the

(eServices) of the BIR such as, but not limited to, the following: Taxpayers may also access through the BIR eLounges, other electronic services

1 Online Registration and Update System (ORUS) 2. New Business Registration (NewBizReg) Portal 3 Taxpayer Registration-Related Applications (TRRA) Portal 4 Electronic One-Time Transaction (eONETT) System) 5. Electronic Tax Clearance for Bidding Purposes and Tax Compliance Verification Certificate (eTCBP-TCVC) 6. 7 8. 9. Electronic Accreditation and Registration (eAccReg) Electronic Sales Reporting (eSales) Electronic Documentary Stamp Tax (eDST) Electronic Complaint (eComplaint) System

10. Electronic Tax Software Provider Certification (eTSPCert) System 11. Electronic Tax Clearance System (eTCS)

1 e

CD BUREAU OF INTERNALREVENUE RECORDS MANAGEMENT DIVISION

SEP 18 2024

H OBJECTIVES Given the increasing number of BIR eServices, developed by'the BIR to make"tax Iv admin unit:2 2:40 P

compliance easier for taxpayers, the demand for the use of the BIR eLounges is also increasing that is why there is also a need to enhance the Bureau's eLounge facility and to

District Offices. Specifically, this Order is issued to: revise the policies and guidelines in the operation and maintenance thereof in the Revenue

1. Revise the policies and guidelines in the operation and maintenance of the 2 Enhance the eLounge facility in the Revenue District office (RDO) by providing eLounge facility.

3. Eliminate the use of manual logbook and the manual preparation and submission of Quarterly eLounge Utilization Report by the Revenue District Offices (RDOs) through the automatic generation of the same using MS SharePoint. the standard layout and facility (office equipment and furniture) based on the facility. RDO classification; and assignment of dedicated revenue personnel to man the

III.POLICIES AND GUIDELINES

maintenance of eLounge facilities in the Revenue District Offices (RDOs): The following policies and guidelines shall be observed in the operation and

A. Enhancement of eLounge Facility

1. The Standard Requirements for the RDO eLounge Facility (Annex A) and the Minimum Number of Desktop Computers based on RDO Reclassification per RMO No. 21-2024 (Annex A-1) and the Standard Layout and Design of RDO class and current available office's space and layout shall be complied with by afl RDOs. The funds for the procurement of the necessary furniture and equipment should be included in the Project Procurement Management Plan eLounge Facility (Annexes B, B1, B2, B3 and B4) depending on the RDOs (PPMP) of the RDO.

2. RDOs should ensure that the required number of office equipment (desktop and that sufficient office supplies are available at the eLounge. computers, modems, routers, printers, scanners, cameras, etc.) and furniture (i.e., chairs and tables) are installed and are working/functioning at all time

B. Use of eLounge

1. The eLounge facility in the RDO are established for FREE utilization by taxpayers who want to use the BIR eServices (i.e. ORUS, eONETT*, etc.) in the filing of application for registration, update of registration, filing of tax NOTE: For filing of ONETT Applications via the eONETT System, a P 150.00 convenience fee shall be charged per transaction. returns, submission of required reports/attachments, and other tax-related transactions.

2. Taxpayers who shall use the eLounge must register first at the eLogbook using Microsoft (MS) Forms which is accessible/available in each desktop computer at the eLounge Area.

2

3. The use of eLounge shall be part of the RDO's queueing system for BIR transactions and shall be on a first-come, first-serve basis.

4. Bookkeepers/accountants/tax practitioners/tax agents and taxpayers are day and not exceeding one (1) hour, whichever is shorter. allowed to use the eLounge for a maximum of three (3) transactions only per

5 Taxpayers who will use the eFPS facility shail be allowed to only print the

Filing Reference Number (FRN) of efiled Tax Return at the eLounge or the and Transaction Reference Number (TRN) for attachments submitted through Tax Return Receipt Confirmation (TRRA) for eBIRForms Filed Tax Returns eAFS. Printing of the filed tax return shall not be allowed at the eLounge.

6. Extraction/copying of personal tax-related files from the computer shall only be allowed upon checking/approval of the eLounge personnel.

7. The eLounge personnel shall ensure that all personal information of the eLounge users are properly deleted in the computer before allowing the next user to use it.

C. Operation of eLounge

1. The eLounge shall be open from 8:00 A.M to 5:00 P.M. However, it may be approval of the respective Revenue District Officer, taking into consideration the provisions of the Ease of Doing Business and Efficient Government Service Delivery Act of 2018. used beyond office hours depending on the taxpayers' needs and upon the

2. The Client Support Section (CSS) of the RDO shall be responsible in maintaining their respective eLounge.

3. The RDO shafl identify minimum of three (3) personnel who are trained and

knowledgeable on the use of all BIR eServices who will be assigned on BIR eServices. rotation basis at the eLounge to assist taxpayers in accessing and using the

4. The eLounge Officer-of-the-Day shall ONLY PRINT the Filing Reference Number (FRN) Page (for eFPS Filed Tax Returns) or Tax Return Receipt Number (TRN) for attachments submitted through eAFS. Confirmation (for eBIRForms Filed Tax Returns) and Transaction Reference

5. 6. No BIR personnel shall install programs or configure the default settings of b. BIR Citizen's Charter Shortcuts/desktop icons shall be placed in eLounge computers in order for a. BIR eServices g. eLogbook (MS Forms for Taxpayer Assistance) taxpayers to easily access the following: e. f. D. the eLounge computers, unless approved by the Revenue District Officer. C BIR Online Customer Satisfaction Survey eFOI Portal BIR eComplaint System BIR Website rureads RF interman reneng Admin unit.1 SEP 1 8 2024 IME. Z4opn Divest

3

7. A stand-alone electronic logbook (eLogbook) shall be accessed by of clients using the facility. taxpayer/user through Microsoft (MS) Forms in the eLounge computers that shall be used to register the users of the eLounge and to monitor the number

8. The eLounge Utilization Report shall be accessed and generated from the

Microsoft (MS) Forms both by the RDO and Public Information and Education Division (PIED). The same Report generated by the RDO and PIED shall be Service (css), respectively, for their recommendations and/or appropriate reviewed for submission to the Regional Director (RD) and Client Support actions.

D. Maintenance of eLounge

1. For the sustainability of eLounge operations, the RDO shall allocate and include in the RDO's Project Procurement Management Plan (PPMP) sufficient funds for Broadband Internet Subscription from a third-party Internet Service Provider (ISP), office supplies, and other materials that may be needed.

2. The technical specifications required for the eLounge's Broadband Internet with at least 20 Mbps DSL Internet Service. In areas where there are any available Internet Software Provider (ISP) that can provide them better internet connection. Subscription is Unlimited Broadband Internet Connection or Access no ISP that can meet the said specifications, the RDO has the option to find

3. "Systems Restore" of the eLounge desktop computers should be done every week by Revenue Data Center Technical Personnel to sustain their maximum

performance.

the eLounge computers. The "Systems Restore" is a Windows functionality which optimizes the performance of computers by restoring it to its best settings. This can be done by accessing the Control Panel > Recovery > Open System Restore in

N DUTIES AND RESPONSIBILITIES

A. Revenue District Offices

ADMIN UNITIME SEP 18 2024 AE BUREADS SFANTEEMEN T1 1 Promote the use of the eLounge in the filing of tax returns, payment of taxes and submission of attachments to tax returns, as well as in registration- related transactions. Ensure that the eLounge facility is fully operational and manned all the time by an eLounge personnel who is knowledgeable on BIR Services. For this the eLounge. purpose, at least three (3) personnel shall be assigned on rotation basis at

2:00 TENEN 3 Ensure that the eLounge is being used for Official Tax Transactions Only. All concerns. Appropriate sanctions (e.g., Revenue Memorandum Order Number eLounge users, including BIR personnel, are not allowed to access social gaming or entertainment web sites, except sites related to their BIR

4

for BIR officials and employees) shall be imposed on any revenue official or 53-2010 - Promulgation and Implementation of the Revised Code of Conduct employee who violates the rules and regulations governing the use of the eLounge facility and its amenities.

4. Endorse to the respective Revenue Data Center (RDC) Head any technical upgrade and other IT-related requirements. issues and concerns relative to the operation of eLounge, including technical

5. Monitor and review the eLounge Utilization thru the Report generated from MS Forms eLogbook developed/provided by the Public Information and

Education Division and submit to the RD for their recommendations and/or appropriate actions.

6. Perform other functions as may be required in relation to the operation and maintenance of the RDO's eLounge facility.

B. Assigned eLounge Personnel

1. Ensure the proper use of the elounge facilities.

2. Monitor the operation of the eLounge facility from 8:00 A.M to 5:00 P.M

ensuring that the eLounge facility will be fully functional at the start of the office working hours until the end of working hours.

3. Require all taxpayers who shall use the eLounge facility to register using the eLogbook via Microsoft (MS) Forms.

4. Assist clients on their use of the BIR eServices and answer their queries.

5. Ask eLounge Users to accomplish the Customer Satisfaction Survey thru of the Bureau's services using the BIR eServices and eLounge facility. Microsoft (MS) Forms to determine their level of satisfaction on the delivery

6. Ensure that no flash drive/Universal Serial Bus (USB) wilt be used in the

eLounge facility.

7. Escalate the users' issues/concerns to concerned offices following the procedures below: i.) For technical issues/concerns ii.) For non-technical issues/concerns Log the issue/s to Centerpoint for resolution by the concerned Report non-technical issues/concerns to the Css Chief, for resolution. For issues/concerns that may need further escalation, the CSs Chief Revenue Data Center or Helpdesk. shall forward them to the Revenue District Officer, for resolution.

8. Monitor on a daily basis the number of clients who used the RDO's eLounge facility thru the eLounge Utilization Report (Annex C) generated from the MS Forms eLogbook. RUREAY BF INTERNALREVENUE RECORDS MANAGEMENT DIVISION

SEP 1 8 2024 5

Y AdMIn uNi1 TME: Z:40AL

9. Perform other related functions as may be required in reiation to the operation of the RDOs eLounge facility.

C. Regional Director/Revenue Region

1. Receive and review the eLounge Utilization Report submitted by RDOs and perform necessary action.

D. Revenue Data Center

Resolve the technical issues/concerns encountered in the RDO's eLounge. Engineer/s who will resolve the said issue/s. If the technical issue/s involve/s a third-party intervention, it will be escalated and assigned to the Technical issue/s encountered by CSs personnel shall be Iogged in the Centerpoint by the RDC Helpdesk Analyst for proper dispatch of Technical proper authority. Any issue that cannot be resoived shall be logged in the (PRG) pursuant to RMO No. 4-2018. The PRG shall inform the CSS Chief on Help Desk facility for escalation to the concerned Problem Resolution Group

the resolution made on the issue/concern reported. Note: Regional Technical Support may also provide the said assistance.

2. Maintain the following requirements for eLounge operation:

Two (2) user accounts, Admin and Guest/Client for each computer. Printer connected directly to the PC of the eLounge Personnel-In-Charge Web Browsers with plug-ins (to be able to accommodate BIR eServices) Updated Anti-virus software (to be installed by the concerned RDC Disabled pop-up blocker Admin should have a password that only RDC Technical Support/Regional Shared folder in each PC (label each foider from PC 1 to PC 3), which will PDF Writer Application (Freeware - like Cute PDF) be directly accessible by the PC of eLounge Personnel-In-Charge. technical personnel) Technical Support can access. and share printer.

3. Disable the usage of USB port to avoid viruses that can harm the desktop.

4. Perform other related technical functions as may be required.

E. Public Information and Education Division

1. Submit the eLounge Utilization Report (Annex C) generated from the Microsoft (MS) Forms to the Assistant Commissioner, Client Support Service (CSS) every tenth (10th) day following the end of each month.

2. Conduct spot-checking of eLounges to ensure its availability for taxpayers'

Use. 3. Provide and inform each Revenue District Office, through the assigned CSs personnel, the link to the MS Forf for tilizatiReVenbgbook. ) RECERDS RANAGEMENT DIVISION s-

SEP 1 8 2024 6

:Yc ADMIN UN!T.1 ItMs z:4eP

4. Perform other related functions as may be required.

F. Client Support Service

1. Review the Monthly Consolidated eLounge Utilization Report submitted by the Public Information and Education Division and perform necessary action.

2. Provide direction on the policies and guidelines on the operation of the eLounge in the RDOs.

V. REPEALING CLAUSE

hereby modified or repealed accordingly. The provisions of other revenue issuances inconsistent with this Order are

VI.EFFECTIVITY

This Order takes effect immediately.

tumAgut JR 2 oner of Internal Revenue

DA BUREAU OF INTERNAL REVENUE RECORDS MANAGEMENT DIVISION

SEP 1 8 2024

B AdMin uNit.1 M5

H-1

A