RMO No. 13-2015 — Prescribes the guidelines and procedures in the establishment and operation of eLounge facilities in the Revenue District Offices Digest | Full Text | Annex A

BUREAU OF INTERNAL REVENUE Republic of the Philippines Department of Finance

Quezon City May 19, 2015

REVENUE MEMORANDUM ORDER NO. 13-2015

SUBJECT : Guidelines and Procedures in the Establishment and Operation of eLounge Facilities in the Revenue District Offices (RDOs)

TO All Revenue Officials, Employees and Others Concerned

I BACKGROUND

In line with the Bureau's thrust to provide efficient service to taxpayers, Regional eLounges were established nationwide. However, despite the establishment of the said eLounges. maximum utilization thereof has not been achieved due to their inaccessibility to registered taxpayers who transact business at the Revenue District Offices (RDOs). Hence, the need to establish eLounges in the RDOs and the transfer of Regional eLounges to the RDOs.

I OBJECTIVES

This Order is issued to:

1 Improve the efficiency of taxpayer service through the utilization of the Information

2 and Communications Technology (ICT) available in the eLounge facility; Encourage taxpayers to appreciate and use the various eServices being offered by the

Bureau; and 3 Provide policies, guidelines and procedures in the establishment and operation

of eLounge facilities in the RDOs.

I. POLICIES and GUIDELINES

The following shall be observed in the establishment and operation of eLounge facilities in the RDOs:

A. Establishment of eLounge

1. The eLounge facility in the RDO shall be created to provide taxpayers with free electronic or online medium to access the BIR's eServices, including but not limited to the following:

eFPS: eBIRForms;

eReg IRSIS; eDST; eSubmission;

eBROAD: eComplaint eAccReg; eSales; eReportCard; eORB;

PAYBIR: eTVCD; Relief Data Entry and Validation Module: Alphalist Data Entry and Validation Module; and Taxpayer Compliance Guide.

2. The eLounge facility shall be established in all Revenue District Offices through the designated eLounge Project Team.

3. The following are the mandatory requirements for the creation of an eLounge facility

4 The eLounge shall be set up at or near the Client Service Area, (formerly

Taxpayer Service Area) at the Client Support Section (CSS).

b The following resources shall be provided by the RDOs prior to its

implementation:

modular partition enclosures with table top:

movable printer tables; computer chairs

lounge sofas;

DVD Player; Computers with internet connection: Laser Printer; and eLounge signage. Television (to showcase info media production): lounge tables;

For the sustainability of eLounge operations, the RDO shall allocate sufficient Provider (ISP), office supplies, and materials through their regular funds. funds for Broadband Internet subscription from a third party Internet Service

C. Below are the technical specifications required for the Broadband Internet

Subscription:

Downstream Speed of at least 5Mbps; and Upstream of at least IMbps. Unlimited Broadband Internet Connection or Access;

has the option to find any available ISP that can provide them the best/fastest In areas where there are no ISP that can meet the above specifications, the RDO connection.

4. The eLounge shall be part of the "queuing system"" in support of the RDO's mandate to provide fast and accurate frontline service to BIR clients.

An established set of Key Performance Indicators (KPIs) (Annex D) shall be used as a S

basis for monitoring the utilization of the eLounge facility, and shall be the basis for its retention and budget allocation.

6. A stand-alone electronic logbook (e-logbook) shall be maintained to monitor the number of clients availing the eLounge facility.

B. Operation of eLounge

1. The eLounge shall be open from 8am to 5pm or beyond office hours depending on the client's needs and upon the approval of the head of office (RDO), taking into

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consideration the requirements of the BIR Citizen's Charter and the provisions of Republic Act No. 9485, otherwise known as the Anti-Red Tape Act of 2007; and

2. No personnel shall install programs or configure the default settings of the computers. unless approved by the eLounge Project Manager.

3. A Systems Restore of the eLounge PCs from the previous and most current Restoration Point shall be used and encouraged at least every week to sustain the maximum performance of the PCs operationability.

IV.DUTIES AND RESPONSIBILITIES

1 The RDO shall:

a. Ensure that eFPS and eBIRForms online filers shall be encouraged to utilize the b. Ensure that only official transactions are being undertaken in the eLounge. All C Ensure that the eLounge facility is fully operational and manned by duly-designated eLounge facility in filing their tax returns, paying their taxes, and fulfilling their sanctions (e.g. Revenue Memorandum Order Number 53-2010 - Promulgation and Implementation of the Revised Code of Conduct for BIR officials and employees) shall be imposed on any revenue official or employee who violates the rules and eLounge users, BIR personnel or clients, are not allowed to access social, gaming or entertainment web sites, except sites related to their BIR concerns. Appropriate regulations governing the use of the eLounge facility and its amenities; obligations;

Issues and concerns relative to technical upgrades and other requirements should be forwarded in writing, thru the Project Manager, Chief of the Public Information personnel; and

and Education Division e. Perform other related functions as may be required.

2.The CSS personnel shall:

a Require the client to register usage of the facility thru the e-logbook: b. Power up the eLounge facility at the start of the day and shutdown the said facility

C Ensure that all devices such as computers, modems, routers and internet at the end of business hours;

d Assist clients regarding their concern with e-services offered by the BIR; connections are working/functioning properly and ensure office supplies availability for smooth flow of work;

e f Scan flash drives (USB) for viruses which will be used in the eLounge PC; Monitor the number of clients who use the facility;

h. g Submit the eLounge Monthly Utilization Status Report (Annex A) to the Assistant Commissioner, Client Support Service thru the Public Information and Education Division every fifth (5th) of the following month. Elevate issue/s to concerned offices following the procedures below: h.1 For technical issue/s:

1 The eLounge shall be manned by personnel under the CSS. The Chief, CSS shall h.2For non-technical issue/s: .- Log the issue/s to the concerned Revenue Data Center for resolution. - If the issue warrants further elevation, the CSs Chief shall forward Personnel assigned at the eLounge shall report issue/s to the CSS Chief for resolution; and the issue/s for resolution to the eLounge Project Manager thru the Revenue District Officer.

1 ensure the continuous operation of the eLounge even in cases of absence of the designated personnel. In cases where CSS has limited personnel, the RDO shall authorize and assign other personnel to man the eLounge facility; and Perform other related functions as may be required.

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3.The Clients/Taxpayers shall:

b O Register at the e-logbook or manually; Use the eLounge on a first-come, first-serve basis; C. e f Use flash drives in eLounge PCs only after passing through the virus scanner of the personnel-in-charge of the facility: Use the facility for BIR transactions only; Use the eLounge with due regard to others waiting for their turn. Print only the Filing Reference Number: Bookkeepers/Accountants/Tax Practitioners are allowed to file for a maximum of 3 clients only or not exceeding an hour, whichever takes shorter processing time:

h. g. Perform other related functions as may be required. Extract/copy files from the PC only with the approval of the personnel-in-charge; and

4 The RDC shall:

b. Prior to the official launching of the eLounge facility: to address the said issue/s. If the technical issue/s involve/s a third party Create two user accounts, Admin and Guest/Client for each computer Assist CSS Personnel/ Clients on technical issues encountered in the eLounge by the RDC Helpdesk Analyst for proper dispatching of Technical Engineer/s inform the CSS Chief on the resolution made. Create a shared folder in each PC (label each folder from PC 1 to PC 3) which will be directly accessible by the PC of eLounge Personnel-In-Charge: intervention it will be escalated and assigned to the proper authority. Any issue that cannot be resolved shall be logged in the help desk facility for escalation to concerned Problem Resolution Group (PRG). The PRG shall Admin should have a password that only CSS personnel can access Technical issue/s encountered by CSS personnel shall be logged in ProInsight

share printer; Install PDF Writer Application (Freeware -- like Cute PDF); Install Web Browsers with plug-ins to be able to accommodate BIR Set-up the Printer directly to the PC of the eLounge Personnel-In-Charge &

C. Perform other related functions as may be required. Disable the pop-up blocker; Install updated Anti-virus software; and eServices;

5. The PIED shall:

a Receive the Monthly eLounge Utilization Status Report of the concerned RDO

(Annex A); b. C. Consolidate and submit reports to the Client Support Service for monitoring on the Recommend the transfer of eLounge facility to other RDOs if warranted; and operation and utilization of the eLounge facility;

d Perform other related functions as may be required.

6.The Client Support Service shall:

a Receive the Consolidated eLounge Accomplishment Report from PIED; and b. Perform other functions as may be assigned.

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V TRANSITORY PROVISION

existing Regional Office eLounges shall be turned over immediately to the co-located RDO or RDO nearest to the regional office. The establishment of eLounge facilities in the RDOs shall be on a by phase roll-out. All

VI. REPEALING CLAUSE

are hereby amended or revoked accordingly The provisions of all internal revenue issuances as well as rulings inconsistent herewith

VII. EFFECTIVITY

This Order shall take effect immediately

(original signed)

Commissioner of Internal Revenue KIM S. JACINTO-HENARES

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