Establishment of Standard Taxpayer Feedback System

October 28, 2016 REVENUE MEMORANDUM ORDER NO. 061-16 SUBJECT : Establishment of Standard Taxpayer Feedback System TO : All Revenue Officials and Employees Concerned I Background Consistent with the Bureau's mandate to provide world class frontline services to the taxpayers, all revenue district offices are required to implement a standard taxpayer feedback system in compliance with the Anti-Red Tape Act of 2007 that will evaluate the efficiency of the frontline services as provided under RMC 80-2012. II Objective Implementation of the standard taxpayer feedback system has the following objectives: 1. Enhance the adherence to the provisions pursuant to Republic Act 9485, otherwise known as the Anti-Red Tape Act of 2007; 2. Project a service-oriented image of the Bureau of Internal Revenue; 3. Provide the BIR top management with information on the performance of the employees in the delivery of the frontline services which will serve as part of the evaluation of said Revenue District Offices; and 4. Provide inputs to BIR top management on the level of customer satisfaction, the issues and concerns of the taxpayers to come up with resolutions of said issues and concerns. III Policies, Guidelines and Procedures 1. Drop Box 1) A drop box made of acrylic material shall be used and with these information printed on it: BIR Logo Name of Office "Please Drop the Satisfaction Survey Here"; and 2) The drop box shall be located at the frontline Taxpayer Service Area, particularly near or prior to taxpayer exit point. 2. Customer Survey Form 1) Customer Survey Form (CSF) shall be given to taxpayer together with their Queue number slip; CAIHTE 2) Frontlines must remind the taxpayers to accomplish the said survey form and drop the same in the drop box at the end of the transaction; 3) The name of the employee serving the taxpayer must be written in the CSF and the queuing reference number; 4) CSF shall contain a checklist of the frontline services and the taxpayers shall indicate the type of transaction made by ticking the boxes provided in "Annex A". 3. Monitoring of Compliance 1) An unannounced visit shall be conducted which shall include retrieval of the CSFs to ensure that the implementation of the feedback system is being followed; 2) All personnel designated as auditors conducting the visits shall be required to accomplished the "Standard Taxpayer Feedback System" report as provided in "Annex B", then, shall endorse the same to the Assistant Commissioner, Client Support Service (CSS) thru Taxpayer Service Programs & Monitoring Division (TSPMD); and 3) Client Support Service (CSS) thru Taxpayer Service Programs and Monitoring Division (TSPMD) shall collate and consolidate submitted reports from designated auditors and prepare a final report with data and analysis for submission to CIR/MANCOM on a quarterly basis. "Annex C" IV Repealing Cause All Revenue issuances or parts thereof inconsistent with the provisions of this Order are hereby repealed. V Effectivity This Order shall take effect immediately. (SGD.) CAESAR R. DULAY Commissioner of Internal Revenue ANNEX A Customer Satisfaction Survey ANNEX B Standard Taxpayer Feedback System RDO No. _________________ Date of Visit: ________________ 1) Total Number of Taxpayer Served based on queuing system: _________ 2) Number of Taxpayers Served based on Customer Satisfaction Survey: _______ TIN Issuance _______ Cert. of Registration _______ SLSP _______ Books of Accounts _______ ONETT/CAR _______ Special Lane _______ Authority to Print _______ Collection Related Services _______ Others __________ 3) Overall Visit Rating _______ Very Satisfied _______ Not Satisfied 4) Feedback on services rendered Positive Feedback: 1. _________________ 2. _________________ 3. _________________ 4. _________________ 5. _________________ Negative Feedback: 1. _________________ 2. _________________ 3. _________________ 4. _________________ 5. _________________ Prepared by: ____________________________ (Auditor's Name and Signature) ANNEX C Consolidated Standard Taxpayer Feedback System Revenue Region __________________ Period of Visit: _________________ 3) n Total Number of Taxpayer Served based on queuing system: _______ 4) Number of Taxpayers Served based on Customer Satisfaction Survey: DETACa ________ TIN Issuance ________ Special Lane ________ Cert. of Registration ________ Authority to Print ________ SLSP ________ Collection Related Services ________ Books of Accounts ________ Others ______________ ________ ONETT/CAR 3) Overall Visit Rating _______ Very Satisfied _______ Not Satisfied 4) Feedback on services rendered Positive Feedback: RDO No. ___ 1. ____________________________________________ 2. ____________________________________________ 3. ____________________________________________ Negative Feedback: RDO No. ___ 1. ____________________________________________ 2. ____________________________________________ 3. ____________________________________________ Prepared by : __________________________________ Revenue Officer's Name and Signature Certified Correct by : __________________________________ Chief, Monitoring and Analysis Section Noted by : _______________________________________________ Chief, Taxpayer Service Programs and Monitoring Division Submitted by : __________________________________ ACIR, Client Support Service n Note from the Publisher: Copied verbatim from the official copy. Irregular numerical sequence.