Circularizing the Improvement Action Plan for Customer Satisfaction (Fiscal Year 2019)

August 7, 2019 REVENUE MEMORANDUM CIRCULAR NO. 082-19 SUBJECT : Circularizing the Improvement Action Plan for Customer Satisfaction (Fiscal Year 2019) TO : All Revenue Officials, Employees and Others Concerned This Circular is hereby issued to publish the Improvement Action Plan for Customer Satisfaction (Fiscal Year 2019), attached herewith as Annex "A", which was submitted by the Bureau in compliance with Administrative Order (A.O.) No. 25 s. 2011 Inter-Agency Task Force Memorandum Circular (IATF-MC) No. 2018-1 Re: Guidelines on the Grant of the Performance-Based Bonus for Fiscal Year 2018 under Executive Order No. 80 s. 2012 and Executive Order No. 201 s. 2016. The said action plan was based on the Customer Satisfaction Survey Form (CSSF) processed in 2018. The issues and concerns identified were analyzed and categorized to come up with resolutions to address the same by the responsible offices to perform and implement such undertakings. In this regard, all responsible/concerned offices shall follow and implement the actions to be undertaken to address the identified issues and minimize its occurrence. However, recurring issues/concerns that will arise from the future processing of CSSF shall be included in the Matrix of Actions Taken following the guidelines set forth under Revenue Memorandum Order (RMO) No. 15-2019. All concerned are hereby enjoined to be guided accordingly and give this Circular as wide a publicity as possible. (SGD.) CAESAR R. DULAY Commissioner of Internal Revenue ANNEX A Improvement Action Plan For Customer Satisfaction (Fiscal Year 2019) ISSUES ROOT CAUSE ACTIONS TO BE UNDERTAKEN TO ADDRESS THE ISSUE RESPONSIBLE OFFICE TIMELINE 1. Slow processing of transactions a. TIN b. Certificate of Registration c. TIN Card Non-Availability/ Inaccessibility of System/Intermittent Connection Immediate issuance of advisory in case of systems downtime/intermittent connection. National Office thru Information Systems Group Immediate issuance of advisory at the time of occurrence. Issuance of work-around procedures in case of systems downtime/intermittent connection. National Office thru the Client Support Service The work-around procedures to be released with dependency on ISG Develop an online registration/updating system application. National Office thru Client Support Service and Information Systems Project Management Service Draft Terms of Reference (TOR) this 2019. The project implementation is set on 2020. Insufficient number of authorized plantilla position Creation of additional authorized plantilla or hire job order personnel. National Office thru the Resource Management Group This requires support and approval from Department of Budget and Management d. Slow processing of ONETT eCAR System Downtime (Application, Hardware and Network) Immediate issuance of advisory in case of systems downtime/intermittent connection. National Office thru Information Systems Group Immediate issuance of advisory at the time of occurrence. Upgrade infrastructure National Office thru Information Systems Group and Assessment Service Long-term plan Development of an online application of eCAR National Office thru Information Systems Group and Assessment Service Long-term plan Adopt a catch-up program when the systems become accessible/available. a. All transactions during systems downtime will be encoded once the systems become accessible/available. b. Adopt flexible working hours for ONETT encoders National Office thru Information Systems Group, Assessment Service and Resource Management Group Immediate procedure once the system become accessible/available Insufficient number of authorized plantilla position Creation of additional authorized plantilla or hire job order personnel. National Office thru the Resource Management Group This requires support and approval from Department of Budget and Management e. Tax Clearance Additional documentary requirements not among those enumerated in the checklist of mandatory requirements being required by concerned Offices Streamline/reduce number of documentary requirements Monitor strict compliance to reduced number of documentary requirements. National Office thru concerned Assessment, Collection & Client Support Service, RDOs and other concerned Offices This is a continuous process. 2. Poor Customer Service Rude/unaccommodating employees Conduct Taxpayer Service Excellence Workshop, Stress Management and similar seminars for frontliners. National Office thru Client Support Service, Training Management Division and Training Delivery Division This training is intended to be conducted to frontliners in 2019. Conduct a fact-finding investigation seeking to determine whether there is sufficient ground to engender a well-founded belief that an irregularity, or an improper conduct that an offense has been committed and the employee and/or official complained of is probably guilty thereof. Regional Office thru Regional Investigation (conducts the investigation of administrative cases within the region involving light offenses) This is a continuous process. If found guilty, issue warning letters to personnel complained in survey forms and if necessary, file administrative cases with Regional Investigation Division/Internal Security Division National Office thru Internal Investigation Division (conducts the investigation of administrative cases) Poor ventilation/ambiance and office set-up All equipment ( e.g. , air-conditioning unit, generator) and other fixtures (additional counters, tables, chairs) needed to improve the office set-up shall be included in the respective Project Procurement Management Plan (PPMP) of each RDOs concerned and procured by concerned Regional Office/National Office RDOs No timeline set since preparation of PPMP is done every year There is ongoing Building program National Office thru the Resource Management Group