Creation of "Express Lane Type" Assistance Counters in the National Office, All Regional and District Offices

February 12, 1988 REVENUE MEMORANDUM ORDER NO. 10-88 SUBJECT : Creation of "Express Lane Type" Assistance Counters in the National Office, All Regional and District Offices TO : Assistant Commissioner (Management and Policy Service), Regional Directors, Revenue District Officers and Others Concerned To effectively serve the taxpayer in all levels of the Bureau on a year-round basis, all concerned are hereby instructed to implement immediately the setting-up of an "Express Lane" type of assistance units to effectively serve the taxpayers. The service should include direct assistance, referrals and follow-ups until the case brought to the attention of the units shall have been disposed of, which may include but not limited to the following: casia 1. Personal inquiry 2. Telephone inquiry 3. Mail inquiry Whatever service may be required by the taxpayer shall be attended to and properly recorded in a logbook by indicating the name, address, telephone no., nature of query and action taken. If taxpayer has been referred to other units in the Bureau, a follow-up is required until his problem is disposed of. The following strategic centers shall maintain such units: 1. National Office - The Tax Information & Education Division shall implement this project in the National Office. 2. Metro Manila Regional Offices - A unit must be set up in the regional offices and where a Revenue District is situated outside of the Regional Office a separate unit must be maintained. 3. Other Regional Offices - A unit under the office of the Regional Director is to be created in the Regional Centers but where a Revenue District Office is housed in the same building as the Regional Office only one unit is to established. 4. Revenue District Office - An "Express Lane" type assistance unit is to be set-up in every Revenue District Office carrying out the same purpose. cd A quarterly report shall be submitted by the Chief, Tax Information and Education Division and the Revenue Directors to the Assistant Commissioner (Management and Policy Service) not later than the 30th day of the month following the end of the quarter. With respect to the reports of the Regional Director, it shall show a breakdown of activities on a per Revenue District basis. This Order shall take effect immediately. (SGD.) BIENVENIDO A. TAN, JR. Commissioner