Guidelines and procedures of the Help Desk Implementation

November 7, 1996 REVENUE MEMORANDUM ORDER NO. 33-96 n TO : All Revenue Officials and Employees SUBJECT : Guidelines and procedures of the Help Desk Implementation In view of the creation of the Help Desk office as part of the SPIRIT project, the following guidelines and procedures are hereby issued for the implementation thereof. Scope : The Help Desk is a single, central point of end-user contact for all types of problems, whether technical or non-technical (procedure and resource problems). In this context, the Help Desk will also classify and receive ITS and non-ITS problems. It is responsible for channeling problems to identified problem resolution personnel. Help Desk will have the following responsibilities: receiving calls logging problem information provide appropriate support escalate problem to succeeding levels of support, if necessary update the problem log inform end user of problem status close calls In addition, the Help Desk aims to achieve a high level of call avoidance by providing end users information on common problems encountered and by supplying possible solutions to these problems. General Guidelines and Procedures : 1. Help Desk operations will initially be implemented in three (3) sites: RDC Help Desk, (Manila and Cebu) and Help Desk Center (National Office). Help Desk operations for the other RDCs will take effect in parallel with the RDC roll-out. 2. All piloting RDC/RDO/RO end-users will report all problems to the RDC Help Desk. RDO/ROs not covered within pilot sites shall report problems to the RDC Help Desk geographically nearest them. 3. The Help Desk Center located at the National Office will handle problems by the NO community and problems escalated by the RDC Help Desks. 4. Problems can be reported either by: a. Phone Help Desk telephone numbers are shown in posters and brochures which will be distributed to the bureau personnel. b. Submitting a Help Desk form Help Desk forms can be found beside Help Desk boxes conveniently locate in piloting RDCs/RDOs/RDOs. See posters for the location of Help Desk boxes. c. Personal Appearance You could visit your nearest Help Desk if convenient. 5. All other relevant information regarding Help Desk are documented in the Help Desk Primer which will be disseminated to all Division Head. Please refer to this primer for more details. Effectivity : This order takes effect November 11, 1996 for Manila RDC and National Office and November 18, 1996 for Cebu RDC. LIWAYWAY VINZONS-CHATO Commissioner n Note from the Publisher: Same contents as that in Revenue Memorandum Order No. 32-96.