Establishment of Taxpayers' Service Counter and the Institutionalization of the Taxpayers' Perception Survey

1994 REVENUE MEMORANDUM ORDER NO. 12-94 SUBJECT : Establishment of Taxpayers' Service Counter and the Institutionalization of the Taxpayers' Perception Survey TO : All Revenue District Officers I. OBJECTIVES : In line with the implementation of the National Tax Consciousness Year and the sustained taxpayer information and assistance campaign, pursuant to RMO 7-94, all revenue district offices are required to establish a Taxpayers' Service Counter within their office premises that would serve the following objectives: 1. project a service-oriented image of the BIR; 2. promote the delivery of fast, efficient and courteous "frontline" service to the taxpayers; 3. provide a place that would serve as a reception area for taxpayers; 4. serve as a "one-stop shop" to address the taxpayers' needs without the need for them to follow up with or be referred to other offices; and 5. administer the taxpayer perception survey to assist in the evaluation of the effectiveness of the taxpayer service rendered II. GUIDELINES : 1. The Taxpayers' Service Counter should be set up in a conspicuous place preferable near the entrance of the district office; 2. The counter should be open for service from 8:00 AM to 5:00 PM with no noon breaks; 3. A sign identifying the counter and flowcharts of frontline service procedures as prescribed in RMO 47-93 should be displayed prominently near the counter; 4. Chairs, tables and a telephone should be provided for the exclusive use of the counter and/or taxpayers; 5. Information materials such as Philippine Revenue Journals, leaflets, primers, revenue issuances and other documents should be available for the taxpayers' perusal. acd 6. A tax form counter should be provided to carry all tax forms/returns. 7. Competent revenue personnel, preferably from the Taxpayer Assistance Unit, should be assigned by the Revenue District Officer to the counter to handle queries or to assist taxpayers of their requirements; 8. A logbook containing the taxpayer name, address, telephone number, the nature and date of query or service required, the nature and date of information of action taken, and the name of the revenue personnel, should be maintained to record the activities of the Taxpayers' Service Counter. 9. The revenue personnel in the counter should distribute the Taxpayer Perception Survey Slip (Annex A) to all taxpayers to whom service has been rendered and advice them to accomplish and drop the said slips in the drop box; 10. A drop box should be posted where the Taxpayer Perception Survey Slips can be placed; 11. A report containing the results of the taxpayer service counter activities and taxpayer perception survey (Annex B) should be prepared monthly and filed, together with the survey slips, for reference of the Revenue District Officer and for evaluation of the National Office Audit Team that will visit the district offices. III. FEEDBACK MECHANISM : All revenue district officers must submit a report and pictures of the establishment of Taxpayers' Service Counter to the Management & Planning Service, copy furnished the Regional Directors, not later than February 28, 1994. IV. REPEALING CLAUSE : This Order repeals Revenue Memorandum Order No. 10-88 which creates the "Express Lane" Assistance Counter. LIWAYWAY VINZONS-CHATO Commissioner of Internal Revenue ANNEX A SURVEY FORM _________ ______________ Oras Petsa "Dear Taxpayer", Layunin ng Kagawaran ng Rentas Internas na mabigyan ng makabuluhang serbisyo ang publikong aming pinaglilingkuran. Dahil dito, nais naming hingin ang inyong mga kuro-kuro, palagay at mungkahi na nauukol sa mga katanungang nakatala sa ibaba. And inyong tapat na pagsagot ay nakakatulong sa pagpapapahusay ng aming paglilingkod sa inyo. acd Pagkatapos po ninyo, PAKIHULOG SA "DROP BOX". Oo Hindi 1. Alam ba ninyo ang mga dokumentong o mga hakbang para sa inyong kailangan? ___ ___ 2. Naipagkaloob ba namin ang mga kinakailangan ninyong kaalaman, mga "BIR Forms" at iba pang bagay? ___ ___ 3. Magalang o mahusay o mabilis ba kayong tinulungan ng aming empleyado? ___ ___ 4. May mga problema ba kayong nararanasan sa pakikitungo ng aming empleyado? Ano ito? ___ ___ 5. Kailangan ninyo pa bang bumalik para makuha ang kailangan ninyo ngayon? ___ ___ 6. Gaano katagal kayo inabot sa pagkuha ng inyong kailangan sa Kagawarang ito? __________________________________ 7. Mayroon ba kayong maibabahaging pamamaraan o mungkahi kung papaano namin lalong mapapabuti ang aming serbisyo sa publiko? -------------------------- -------------------------- -------------------------- Kung kayo ay may nais ilahad na dapat kong pag-ukulan ng pansin, maaari kayong makipagkita sa aking opisina o sumulat sa Chief, Public Information and Education Division, BIR National Office, BIR Road, Diliman, Quezon City. Maraming salamat po, _____________________ "Revenue District Officer" ANNEX B Revenue District No. _______ Report on the Results of Taxpayer Service Counter Activities and of the Taxpayer Perception Survey For the Month of ______________ A. Personal Inquiries 1. Number of taxpayers attended to as reflected in the record logbook prescribed. _______ 2. Summary on the nature of query/service required and the action taken. Nature of Query/Service Frequency Action Taken --------- ---- ------ --------- ---- ------ --------- ---- ------ --------- ---- ------ --------- ---- ------ B. Taxpayer Perception Survey 1. Number of taxpayers responding to the survey as reflected in the filed survey slips. __________ 2. Survey Summary. No. of Respondents Yes No Question # 1 ___ ___ # 2 ___ ___ # 3 ___ ___ # 4 ___ ___ # 5 ___ ___ Average time spent to accomplish business in the BIR per taxpayer ___ Summary of Suggestions or Comments: --------------------------- --------------------------- --------------------------- --------------------------- --------------------------- Noted by: __________________ Revenue District Officer