Organization and Functions of the Information Systems Operations Service Including the Divisions Under It Down to Section Level

August 7, 2000 REVENUE ADMINISTRATIVE ORDER NO. 05-00 SUBJECT : Organization and Functions of the Information Systems Operations Service Including the Divisions Under It Down to Section Level TO : All Internal Revenue Officers and Others Concerned I. OBJECTIVE: This Order defines the organization and functions of the Information Systems Operations Service including its divisions and sections pursuant to Executive Order No. 175 dated November 3, 1999 on Organizational Restructuring of the Bureau of Internal Revenue to Improve Administrative Control Over Certain Categories of Taxpayers. II. ORGANIZATION: The Information Systems Operations Service shall be under the direct supervision of the Deputy Commissioner for Information Systems Group. It shall be headed by an Assistant Commissioner and shall be composed of the following divisions with their respective sections: A. Systems Operations Division 1. Computer Operations Section 2. TIN Card Production Section 3. Data Processing Section 4. Data Warehousing and Mining Section B. Systems Support Division 1. Systems Administration Section 2. Database Administration Section 3. Network Support Section 4. Technical Support Section 5. Help Desk Section III. FUNCTIONS: INFORMATION SYSTEMS OPERATIONS SERVICE shall: 1. Perform staff, advisory and consultative functions relative to the overall operation of all information systems linking the National Office with the Revenue Data Centers; 2. Undertake the day-to-day computer operations, job streams scheduling and maintenance of computer logs at the NO; 3. Provide printed reports and updated on-line information to offices concerned; 4. Build-up, maintain and update the data warehouse for internal/external information requirements of the various users in the BIR; 5. Provide technical support to NO and/or RDCs, ROs and RDOs, whenever necessary, on hardware, network and software installation and maintenance including disaster recovery activities; 6. Provide centralized fault/query logging system at NO and monitoring/tracking resolutions to problems; 7. Provide access to authorized users of Operating System (OS) and database installed in NO; 8. Monitor system performance, identify bottleneck and tune the system; 9. Monitor database performance and network performance and traffic; 10. Coordinate and maintain linkages with other external agencies interfacing with ITS and other BIR systems; 11. Develop and administer policies, work programs, standards, guidelines and procedures relative to the abovementioned functions; 12. Provide policy guidance and operational directions to all divisions under the Service relative to the abovementioned functions; 13. Coordinate with proper offices in the implementation of the abovementioned functions; 14. Monitor, evaluate and improve programs and activities under the responsibility of the Service; 15. Review, recommend and/or approve all reports and other actions of the divisions under the Service; 16. Consolidate and/or prepare prescribed reports for submission to the offices concerned; and 17. Perform such other related functions as may be assigned. A. Systems Operations Division shall: 1. Undertake the day-to-day computer operations, job streams scheduling and maintenance of computer logs at the NO; 2. Generate/print computer reports for use by offices concerned; 3. Act as official repository of off-site back-up of the Luzon RDCs; 4. Process TIN card capture forms and produce plastic TIN cards for RDOs; 5. Issue pre-generated TINs; ISaTCD 6. Process refundable tax returns and related information; 7. Build-up, maintain and update the data warehouse to provide timely and accurate information to various users within and outside the Bureau; 8. Coordinate and maintain linkages with other external agencies interfacing with ITS and other BIR systems; 9. Coordinate with the proper offices in the implementation of the abovementioned functions; 10. Prepare prescribed reports for submission to the offices concerned; 11. Prepare revenue issuances relative to the abovementioned functions; and 12. Perform such other related functions as may be assigned. 1. Computer Operations Section shall: 1.1. Schedule and oversee the day-to-day computer operation of job streams and on-line security procedures; 1.2. Enforce physical security measures at the computer operations area; 1.3. Maintain computer logs within the National Office; 1.4. Operate computer and peripheral equipment and convert input data to magnetic media; 1.5. Generate and/or print computer reports for use by offices concerned; 1.6. Perform daily backup schedule from different servers and act as off site repository of backup for Luzon RDCs; 1.7. Maintain an accurate and orderly library storage system; 1.8. Prepare materials from shipment to back-up storage site and maintain appropriate records to account for materials stored; 1.9. Determine computer operation problems, provide management with necessary reports on deficiencies and take corrective action whenever possible; 1.10. Coordinate with the Information Systems Development Service (ISDS) on the computer operations problems of programs; and 1.11. Perform such other related functions as may be assigned. 2. TIN Card Production Section shall: 2.1. Screen TIN card capture forms received from the RDOs; 2.2. Interface with the ITS Registration System for the extraction of taxpayer information subject to prescribed guidelines; 2.3. Process TIN card capture forms and produce the plastic TIN cards; 2.4. Conduct quality control of plastic TIN cards output; 2.5. Control and release plastic TIN cards to RDOs for distribution to taxpayers; 2.6. Inform RDO concerned of any discrepancies in TIN card capture form against registration information; 2.7. Issue pre-generated TINs for RDOs to be utilized when system is down; 2.8. Replace lost/modify TIN cards; 2.9. Ensure the reliability of TIN database; 2.10. Provide resolutions to issues concerning TIN issuances; and 2.11. Perform such other related functions as may be assigned. 3. Data Processing Section shall: 3.1. Control and monitor all documents/returns and tax-related information received from and released to different offices interfacing with ITS and other BIR systems; 3.2. Sort, batch and code documents and ensure the accuracy of data captured; 3.3. Process refundable tax returns and related documents; 3.4. Monitor all data conversion jobs td insure that they are dispatched promptly according to priorities; 3.5. Undertake and manage problem detection relative to encoding activities; and 3.6. Perform such other related functions as may be assigned. 4. Data Warehousing and Mining Section shall: 4.1. Establish network/gateway for the electronic data interchange between the BIR and the external agencies concerned; 4.2. Participate in consultations and collaborations with other external agencies relative to business requirements and data interchange; 4.3. Coordinate and maintain liaison with external agencies interfacing with ITS and other BIR systems; 4.4. Build-up, maintain and update the data warehouse for internal/external information requirements of the various users in the Bureau; 4.5. Provide BIR management with high quality and accurate information/reports in a timely and secured manner as an aid in decision-making; 4.6. Undertake interchange of selected data/information to external agencies in accordance with the prescribed guidelines; 4.7. Store and retrieve processed information and selected documents from external agencies; and 4.8. Perform such other related functions as may be assigned. B. Systems Support Division shall: 1. Provide technical support to users at the NO and/or RDCs, ROs and RDOs, whenever necessary, on hardware, network and software installation and maintenance; 2. Provide access to authorized users of the OS and database installed in NO; ISDCHA 3. Provide centralized fault/query logging system at the NO; 4. Conduct periodic reviews of audit trails to prevent unauthorized access into the OS and database files; 5. Monitor system performance, identify bottleneck and tune the system; 6. Engineer solutions for additional network requirements for NO users using network design and modelling; 7. Oversee the handling of network equipment and the operation of communication facilities; 8. Perform simulations on the installation of the hardware and software products prior to their actual use; 9. Monitor database performance and network performance and traffic; 10. Perform disaster recovery activities in case of OS, database, network and hardware failures at the NO; 11. Implement and enforce standards approved by Information Planning and Quality Service (IPQS) relative to the upkeep of all computer equipment and peripherals installed at NO; 12. Enforce an improved quality of office work in NO through the use of office automation facility; 13. Monitor, analyze and optimize package products like Windows, E-mail, desktop publishing and the like; 14. Maintain the technology for automated taxpayer assistance facility; 15. Maintain the software library and knowledge-base library; 16. Take part in the installation, inspection and acceptance of computer hardware, software and other peripherals at NO; 17. Monitor CPU workloads, memory utilization and disk space to determine current and future capacity requirements; 18. Implement and maintain security systems within the NO; 19. Coordinate with the proper offices in the implementation of the abovementioned functions; 20. Prepare prescribed reports for submission to the offices concerned; HaDEIc 21. Prepare revenue issuances relative to the abovementioned functions; and 22. Perform such other related functions as may be assigned. 1. Systems Administration Section shall: 1.1. Administer user and group accounts; 1.2. Secure and periodically change ROOT passwords of all servers; 1.3. Monitor systems performance and identify and resolve system bottlenecks; 1.4. Monitor cron and system job queues; 1.5. Regulate access to file systems; 1.6. Ensure that all user processes get equal resource allocation; 1.7. Check cron backup schedules and logs; 1.8. Ensure backup media are secured and properly stored; 1.9. Initiate appropriate recovery of files in case of OS failure in the NO; 1.10. Allocate and plan file system space for Oracle databases in coordination with Database Administrators (DBAs); 1.11. Monitor file system utilization; 1.12. Perform/assist in software installations/updates and document number of software installation; 1.13. Maintain server documentation and logs that will keep track of hardware/software history; 1.14. Perform kernel fine tuning as needed and required in cases where there are major system changes; 1.15. Monitor system vendor engineers in cases wherein there is a need to do hardware upgrades/kernel reconfiguration; 1.16. Maintain, monitor and control access to subsystems and peripherals; 1.17. Configure, control and manage the printer queues; and 1.18. Perform such other related functions as may be assigned. 2. Database Administration Section shall: 2.1. Create Oracle User IDs; 2.2. Monitor and investigate entries in audit trails; 2.3. Archive and purge audit trail tables; 2.4. Monitor fragmentation in the database system and maintain SPACEMON reports; 2.5. Schedule defragmentation of tablespaces and database objects; 2.6. Monitor the performance of the Oracle database; 2.7. Initiate and monitor any database recovery; 2.8. Maintain crontab entries for pre-batch exports, backups; 2.9. Ensure database backups are successful; 2.10. Coordinate with System Administrator/s with regard to utilization of Oracle backup tapes and resolve any problems encountered; 2.11. Monitor space utilization within the database; 2.12. Perform/assist in Oracle installation and upgrades; 2.13. Apply patches to Oracle software including running of scripts to upgrade the database; 2.14. Document Oracle software modification history; 2.15. Undertake any scheduled database object changes; 2.16. Load static data into application systems; 2.17. Ensure environment set-up is correct; 2.18. Provide input for file system allocation; 2.19. Maintain Codes Table, Batch Information, System measures, system on-line help text and system parameter; 2.20. Identify problem and resolve any Oracle errors; and 2.21. Perform such other related functions as may be assigned. 3. Network Support Section shall: 3.1. Design and build network facilities to meet bandwidth, response time and connectivity requirements; EcDSTI 3.2. Plan load assumptions and estimate network capacity requirements; 3.3. Plan provisions for system expansion relative to telecommunication projects; 3.4. Coordinate with telecommunication carriers to ensure availability and quality of leased lines; conduct test of lines from time to time; 3.5. Install network peripherals and software in the NO; 3.6. Provide access to networks and monitor the implementation of security measures against unauthorized access to networks; 3.7. Implement Network Security using firewall to prevent external internet works from accessing the private network; 3.8. Secure ROOT passwords of all data communications equipment; 3.9. Oversee the handling of network equipment and the operation of communication facilities; 3.10. Monitor network performance and traffic; 3.11. Undertake data traffic management; 3.12. Integrate network performance management systems with problem management systems; 3.13. Ensure dial-up back-up facilities are in proper working condition; 3.14. Perform disaster recovery in case of network failure at the NO; and 3.15. Perform such other related functions as may be assigned. 4. Technical Support Section shall: 4.1. Install stand alone personal computer equipment, including printers and general purpose software packages and other peripherals at the NO; 4.2. Perform simulations on the installation of hardware and software products prior to their actual use; 4.3. Enforce the use of office automation facility in the NO; 4.4. Monitor, analyze and optimize packaged products like Windows, E-mail, desktop publishing and the like; 4.5. Provide technical assistance regarding maintenance of all computer equipment and peripherals installed in the NO, ROs, RDOs as well as the RDCs whenever the RDC concerned cannot resolve the hardware problems; 4.6. Enforce standards relative to the upkeep of all computer equipment, applications, systems software and peripherals installed at the NO; 4.7. Identify problems concerning hardware malfunction for referral to hardware vendor concerned; 4.8. Maintain the software library and technology for automated taxpayer assistance facility; 4.9. Provide training to users on the familiarization of new package products and technology in coordination with IPQS and Training Management Division; 4.10. Take part in the installation, inspection and acceptance of computer hardware, software and other peripherals purchased by the Bureau; 4.11. Perform disaster recovery in case of hardware failure at NO; and 4.12. Perform such other related functions as may be assigned. 5. Help Desk Section shall: 5.1. Provide centralized fault/query logging system at the NO and escalated problems from RDCs; 5.2. Receive faxed call-up form on issues involving ITS processing configuration, communication equipment, terminals/printer configuration, other ITS production hardware and software, Non-ITS processing configuration such as Internal Administrative System; 5.3. Provide first level of support to end users and escalate problems to appropriate problem resolution group; 5.4. Monitor and track resolution to problems; 5.5. Develop and maintain knowledge-base library; 5.6. Publish a quarterly Help Desk Bulletin and disseminate it to all BIR offices; 5.7. Monitor Help Desks of the various RDCs; and 5.8. Perform such other related functions as may be assigned. IV. REPEALING CLAUSE: All issuances or portions thereof not consistent with the provisions of this Order are hereby repealed or amended accordingly. V. EFFECTIVITY: This Order shall take effect immediately. (SGD.) DAKILA B. FONACIER Commissioner of Internal Revenue Approved: (SGD.) JOSE T. PARDO Secretary of Finance ATTACHMENT BIR Organizational Structure