RMO No. 14-2023 — Amends RMO No. 5-2022 relative to 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

REPUBLIC OF THE PHILIPPINES BUREAU OF INTERNALREVENUE DnTYr

BUREAU OF INTERNAL REVENUE DEPARTMENT OF FINANCE {:5o PM APR 13 2023

National Office Building Quezon City RECORDS MGT. DIVISION GU

-March-8~2023

ReVenue MeMorandum Order no. 14-202.3

TO: All Revenue Officials, Employees and Others Concerned

SUBJECt: Amending Revenue Memorandum Order (RMO) No. 5-2022, on the the Online Survey Feedback System (Phase 2) Project Satisfaction Survey (ccss) for Other BIR Critical Services under Establishment and Implementation of the Online Citizen/Cient

BACKGROUND

across all levels of the government and ensure continuous improvement and a harmonized and standardized framework in measuring client satisfaction enhancement of service towards a more a meaningful client-centered Citizen's Measurement (CSM) tool that will assess the overall satisfaction and perception of clients on the government service they availed. In this regard, a revised Questionnaire with the harmonized CSM tool. Moreover, a revised Summary be prescribed. Satisfaction Measurement) on September 20, 2022 to promote the adoption of Charter. This provides new guidelines on the use of Client Satisfaction Online Survey Questionnaire shall be used to supplement/integrate the current Report on Total Number of Transactions Per Critical Service (Annex B) will also No. 2022-5 (Guidelines on the Implementation of the Harmonized Client The Anti-Red Tape Authority (ARTA) issued Memorandum Circular (MC)

I OBJECTIVE

This Order is issued to amend and indicate additional provisions to RMO No. 5-2022

III.---AMENdAtOry-PROVISIONs

The provisions of the following items of RMO No. 5-2022, as amended. are hereby further amended to read as follows:

" (ll. Policies and Guidelines

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3. All taxpayers/clients with completed transaction shall be encouraged to accomplish the online survey before the release of the document/transaction that was required/requested.

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" 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:

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2. Post flyers/announcemerits, using the format and text provided in Annex A, in the releasing area for electronic Certificate Authorizing National Office/LTD-Cebu and LTD-Davao, to inform taxpayers Registration (eCAR)/ONETT in the RDOs and. for requested documents in concerned Divisions in the Revenue Regions and about the availability of the Online Survey Questionnaire;

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

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5. Prepare and submit to the statistician/planning officer/designated following the reference period through their official e-mail addiress; Number of Transactions Per Critical Service, using the format provided in Annex B, on or before the 1oth day of &ach month officer of the Region/Service, a monthly Summary Report on Totai

6. Receive on a weekly basis, from the statistician/planning day.of the current month and.on the-3rd day-of-the.-following-month; officer/designated officer of the Region/Service, the raw data on the taxpayers' survey responses, specifically, on the 10th, 18th and 25th

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8. Submit to the statistician/planning officer/designated officer of the month following the reference period through their official e-mail Region/Service for consolidation, the Matrix of Actions Taken using address; the format provided in Annex C, on or before the 1oth day of each

XXX XXX XX BUREAU OF INTFRNALREVENUE naat t*

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UGIT J RECORDS MGT. DIVISION

"C. The Research and Statistics Division (RSD) shali:

1. Access and download from the MS Forms facility, the raw data on "the-Region/Service,"on"a"weekly basis" that is,"on" the 8'th"16th and' 23rd of the current month and the 1st day of the following month; the survey responses of taxpayers, and provide soft copies of the information to the statistician/planning officer/designated officer of

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3. Receive from statistician/planning officer/designated officer of the Actions Taken for consolidation; Region/Service/LT Divisions (LTD) of Cebu and Davao the Matrix of

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IV. ADdItIONAL PROVISIONS

Additional provisions for .RMO No. 5-2022 are hereby provided, as follows:

Region/Service shall: IV. D. Statistician/PlanningOfficer/Designated Officer in ' the

2. Provide soft copies of the raw data on the taxpayers' survey 1. Receive on a weekly basis, from the RsD, the raw data on the and the 3rd day of the following month; taxpayers' survey responses, every 8th, 16th and 23rd of the current month and the 1st day of the following month; responses to the RDOs/concerned Divisions in the Revenue Regions and National Office on the 10th, 18th and 25th of the current month ***

3. Receive from RDOs/concerned Divisions in the Revenue Regions and National Office a monthly Summary Report on Total Number of Transactions Per Critical Service (Aninex B), on or before the 10th day of each month following the reference period;

E Prepare and submit to the Planning and Management Service

following the reference period through the RSD's official online survey e-mail address: (PMS), a monthly Consolidated Summary Report on Total Number of of Actions Taken (Annex C) on or before the 15th day of each month Transactions.Per-Critical-Service (Annex B)-and Consolidated-Matrix

onlinesurvevph2@bir.gov.ph

BUREAU OF INTERNALREVENUE NTTT

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V REPEALInG CLAUSE

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

V eFFECtiVitY

This Order shall take effect immediately

romeo d.Li JMAGU JR Commissioner of Internal Revenue 005985

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BUREAU OF INTERNAL REVENUE

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