Amending RMO No. 5-2023 on the Implementation of Revised Customer Satisfaction Survey for Frontline Services under Client Support Service

December 11, 2023 REVENUE MEMORANDUM ORDER NO. 37-2023 SUBJECT : Amending RMO No. 5-2023 on the Implementation of Revised Customer Satisfaction Survey for Frontline Services under Client Support Service TO : All Concerned Internal Revenue Officials and Personnel I. BACKGROUND The Anti-Red Tape Authority (ARTA) issued on June 8, 2023 Memorandum Circular (MC) No. 2023-05 amending ARTA MC No. 2022-05 (Guidelines on the Implementation of the Harmonized Client Satisfaction Measurement [CSM]) to amend the guidelines on the revision of the CSM Survey Questions and Report Guidelines, including the interpretation of the rating that will be obtained by the agencies, and the localization of the survey questionnaire to be used. In view of the said amendment, a revised Working Paper will have to be prescribed for the processing of the results of Customer Satisfaction Survey (CSS) per Revenue District Office. CAIHTE II. OBJECTIVES This Order is being issued to: 1. Prescribe and ensure the use of the revised Customer Satisfaction Survey Form, specifically the inclusion of "Not Applicable" response across all eight (8) Service Quality Dimensions in the survey form in accordance with the guidelines set forth in ARTA MC No. 2023-5; and 2. Prescribe the use of the revised template for the working paper to align it with ARTA's requirements for the processing of the results of Customer Satisfaction Survey. III. POLICIES AND GUIDELINES 1. To get feedback from taxpayers on the quality of service(s) rendered by the Revenue District Offices (RDOs), the revised Customer Satisfaction Survey Form (Annex A) shall be used, which is available both in manual and online (Microsoft Forms) versions. 2. BIR frontliners/officers shall encourage taxpayers to answer the online survey form either by directing them to use the eLounge or by asking them to scan the Quick Response (QR) Code found in the counter using their smart phones. Manual survey forms shall still be provided in the counter in cases where taxpayer opted to use such. 3. The following offices shall be responsible for the retrieval and processing of manual survey forms of the Client Support Section/Registration Section on or before the 5th day of the following month : aScITE RDO/LT DIVISION OFFICE TO RETRIEVE AND PROCESS THE SURVEY FORM Client Support Section of the Revenue District Offices Concerned Regional Office thru the Client Support Unit (CSU) Head LT Division No. 123-Cebu City RR No. 13-Cebu City thru the CSU Head LT Division No. 127-Davao City RR No. 19-Davao City thru the CSU Head LT Assistance Division (LTAD) and Excise LT Regulatory Division (ELTRD) LT Performance Monitoring and Programs Division (LTPMPD) The results of the manual survey shall be processed and consolidated by the offices specified above while the results of the online survey shall be provided by the Taxpayer Service Programs and Monitoring Division (TSPMD). 4. The following reports shall be prepared by the offices specified below, for submission to TSPMD not later than the indicated deadline: Report Responsible Office Deadline Revised Matrix of Actions Taken/To be Taken (Annex B) RDOs/LT Divisions/LTAD/ ELTRD On or before the 5th day following the month of retrieval Revised Working Paper on the Results of the Customer Satisfaction Survey (Annex C) Concerned Regional Office thru the CSU Head/LTPMPD On or before the 10th day of the following month Revised Summary Report on the Results of Customer Satisfaction Survey (Annex D) Revised Summary of Feedback (Annex E) 5. The Revenue District Offices shall keep the survey forms and the corresponding reports, for validation purposes. 6. The Client Support Service (CSS), through the TSPMD, may conduct unannounced validation of survey results in the Regional/District Offices to ensure strict implementation of the provisions under this Order. IV. PROCEDURES A. The Client Support Unit (CSU) Head/Large Taxpayer Performance Monitoring and Programs Division (LTPMPD) shall: 1. Ensure that the Revenue District Offices (RDOs)/Large Taxpayer (LT) Divisions are using the 2-page revised Customer Satisfaction Survey Form, which shall be printed back to back; DETACa 2. Retrieve the revised manual survey forms on or before the 5th day of the following month from the RDO/LT Divisions within its jurisdiction and receive the results of the online survey from the TSPMD every 8th, 16th, 23rd and the day after the end of each month; 3. Process the survey results in the following manner: a. Use the Revised Working Paper on the Results of the Customer Satisfaction Survey (Annex C) in the processing of both manual and online survey forms per RDO; b. Summarize the survey results using the following pro-forma reports, to wit: b.1 Annex D Revised Summary Report on the Results of Customer Satisfaction Survey (per RDO) b.2 Annex E Revised Summary of Feedback 4. Submit the applicable Revised Summary Reports (Annex D and E), in hard and soft copies, and the revised working papers (Annex C), in soft copy only, to the Client Support Service thru TSPMD on or before the 10th day of the following month ; 5. Provide each RDO/LT Division/LTAD/ELTRD with their respective survey results (Annexes C, D and E), and furnish the Assistant Commissioner of Large Taxpayers Service with the survey results for LT Divisions/LTAD/ELTRD; and 6. Maintain a record/file of the survey results, for reference. B. The Revenue District Offices (RDOs)/LT Divisions/LTAD/ELTRD shall: 1. Provide a dedicated Personal Computer (PC) in the eLounge containing the link to the Online Survey Form, and assign an employee at the eLounge to guide the taxpayers in accomplishing the Online Survey Form; 2. Provide a QR Code at each counter in the Taxpayer Service Area as additional option for taxpayers to access the Online Survey Form; 3. Ensure the availability of manual survey form in case the taxpayer opted to use such or if the Online Survey Form is unavailable; 4. Receive the Revised Summary Reports and Working Papers prepared by the CSU Head/LTPMPD; HEITAD 5. Analyze and discuss the survey results with concerned employees to come up with preventive/corrective actions to address the issues/concerns; and 6. Submit the Revised Matrix of Actions Taken/To be Taken (Annex B) to the Client Support Service, through TSPMD, every 5th day following the month of retrieval of the survey forms , if applicable. C. The Taxpayer Service Programs and Monitoring Division (TSPMD) shall: 1. Provide the links and QR codes of the Online Survey Forms to the CSU Heads of each Revenue Region/LT Performance Monitoring and Programs Division (LTPMPD); 2. Send the results of the online survey through email to the CSU Head/LTPMPD on the 8th, 16th, 23rd and the day after the end of each month; 3. Receive the Revised Summary Reports and Working Papers (hard copy and soft copy) from the CSU Head/LTPMPD and the Matrix of Actions Taken/To be Taken from the RDOs, for consolidation and analysis; 4. Receive the issues/concerns raised by the Regional/District Offices/Large Taxpayers Service (LTS) Offices that requires policy direction; and 5. Conduct an unannounced validation of survey results at the Regional/District Offices/LTS Offices to ensure full compliance with the provisions of this Order. V. REPEALING CLAUSE The provisions of RMO No. 44-2020, RMO No. 16-2021, RMO No. 5-2023 and all revenue issuances and/or portion/s thereof inconsistent herewith are hereby repealed, amended and/or modified accordingly. VI. EFFECTIVITY This Order takes effect beginning December 1, 2023 . (SGD.) ROMEO D. LUMAGUI, JR. Commissioner of Internal Revenue ANNEX A Customer Satisfaction Survey ANNEX B Standard Taxpayer Feedback System Matrix of Actions Taken/To be Taken ANNEX C Working Paper on the Results of the Customer Satisfaction Survey ANNEX D A. DEMOGRAPHIC PROFILE RR 1-CALASIAO Select RR from the list Client Type Count Percentage Share External Internal External Internal Overall Citizen - - 0% 0% 0% Business - - 0% 0% 0% Government (Employee of Another Agency) - - 0% 0% 0% Did not specify - - 0% 0% 0% Total - - 0% 0% 0% Revenue Regions Count Percentage Share External Internal External Internal Overall RR 1-CALASIAO - - 0% 0% 0% RR 2-CAR - - 0% 0% 0% RR 3-TUGUEGARAO - - 0% 0% 0% RR 4-SAN FERNANDO - - 0% 0% 0% RR 5-VALENZUELA - - 0% 0% 0% RR 6-MANILA - - 0% 0% 0% RR 7A-QUEZON CITY - - 0% 0% 0% RR 7B-EAST NCR - - 0% 0% 0% RR 8A-MAKATI CITY - - 0% 0% 0% RR 8B-SOUTH NCR - - 0% 0% 0% RR 9A-CaBaMiRo - - 0% 0% 0% RR 9B-LaQueMar - - 0% 0% 0% RR 10-LEGASPI CITY - - 0% 0% 0% RR 11-ILOILO CITY - - 0% 0% 0% RR 12-BACOLOD CITY - - 0% 0% 0% RR 13-CEBU CITY - - 0% 0% 0% RR 14-TACLOBAN CITY - - 0% 0% 0% RR 15-ZAMBOANGA CITY - - 0% 0% 0% RR 16-CAGAYAN - - 0% 0% 0% RR 17-BUTUAN CITY - - 0% 0% 0% RR 18-KORONADAL CITY - - 0% 0% 0% RR 19-DAVAO CITY - - 0% 0% 0% LARGE TAXPAYER SERVICE (N.O.) - - 0% 0% 0% Total - 0% 0% 0% 0% Sex Count Percentage Share External Internal External Internal Overall Male - - 0% 0% 0% Female - - 0% 0% 0% Did not specify - - 0% 0% 0% Total - - 0% 0% 0% Civil Status Count Percentage Share External Internal External Internal Overall Single - - 0% 0% 0% Married - - 0% 0% 0% Widow/er - - 0% 0% 0% Legally Separated - - 0% 0% 0% Annulled - - 0% 0% 0% Total - - 0% 0% 0% Age Count Percentage Share External Internal External Internal overall 19 years old and below - - 0% 0% 0% 20-29 years old - - 0% 0% 0% 30-39 years old - - 0% 0% 0% 40-49 years old - - 0% 0% 0% 50-59 years old - - 0% 0% 0% 60 years old and up - - 0% 0% 0% Did not specify - - 0% 0% 0% Total - - 0% 0% 0% Groups Count Percentage Share External Internal External Internal Overall Ethnic/Indigenous Community - - 0% 0% 0% Person with Disability - - 0% 0% 0% Solo Parent - - 0% 0% 0% Pregnant Women - - 0% 0% 0% Senior Citizen - - 0% 0% 0% Not Applicable - - 0% 0% 0% Did not specify - - 0% 0% 0% Total - - 0% 0% 0% B. COUNT OF CC AND SQD RESULTS Citizen's Charter Answers Responses Percentage CC1. Which of the following describes your awareness of the CC? I know what a CC is and I saw this office's CC (Alam ko ang CC at nakita ko ito sa inyong opisina) - 0% I know what a CC is but I did NOT see this office's CC (Alam ko ang CC pero hindi ko ito nakita sa inyong opisina) - 0% I learned of the CC only when I saw this office's CC (Nalaman ko lang kung ano ang CC ng makita ko ito sa * - 0% I do not know what a CC is and I did not see one in this office (Hindi ko alam ang CC at hindi ko ito nakita * - 0% Total - 0% CC2. If aware of CC, would you say that the CC of this office was. . ? Easy to see (Madaling makita) - 0% Somewhat easy to see (Medyo madaling makita) - 0% Difficult to see (Mahirap makita) - 0% Not visible at all (Hindi nakikita) - 0% Total - 0% CC3. If aware of CC, how much did the CC help you in your transaction? Helped me very much (Sobra akong natulungan) - 0% Somewhat helped (Medyo nakatulong naman) - 0% Did not help (Hindi nakatulong) - 0% Total - 0% * Note from the Publisher: Copied verbatim from official document. * Note from the Publisher: Copied verbatim from official document. 5 (Strongly Agree) 4 (Agree) 3 (Neither Agree nor Disagree) 2 (Disagree) 1 (Strongly Disagree) Not Applicable Total Responses Overall SQD0 - - - - - - - 0.00% 5 (Strongly Agree) 4 (Agree) 3 (Neither Agree nor Disagree) 2 (Disagree) 1 (Strongly Disagree) Not Applicable Total Responses Overall Responsiveness - - - - - - - 0.00% Reliability - - - - - - - 0.00% Access & Facilities - - - - - - - 0.00% Communication - - - - - - - 0.00% Costs - - - - - - - 0.00% Integrity - - - - - - - 0.00% Assurance - - - - - - - 0.00% Outcome - - - - - - - 0.00% Overall - - - - - - - 0.00% 5 (Strongly Agree) 4 (Agree) 3 (Neither Agree nor Disagree) 2 (Disagree) 1 (Strongly Disagree) Not Applicable Total Responses Overall Average Rating Overall, I am satisfied with the service that I availed. - - - - - - - 0.00% #DIV/0! C. OVERALL SCORE PER SERVICE Services Availed 5 (Strongly Agree) 4 (Agree) 3 (Neither Agree nor Disagree) 2 (Disagree) 1 (Strongly Disagree) Not Applicable Total Responses Overall S1-TIN Issuance Employee (Online) - - - - - - - 0.00% S2-TIN Issuance Employee (Manual) - - - - - - - 0.00% S3-TIN Issuance Employee (Bulk) - - - - - - - 0.00% S4-TIN Issuance - - - - - - - 0.00% S5-COR (Individual) - - - - - - - 0.00% S6-COR (Individual)-Bulk - - - - - - - 0.00% S7-COR (Non-Individual) - - - - - - - 0.00% S8-COR (Non-Individual)-Bulk - - - - - - - 0.00% S9-COR (Branch) - - - - - - - 0.00% S10-COR (Branch)-Bulk - - - - - - - 0.00% S11-ATP - - - - - - - 0.00% S12-ATP (Bulk) - - - - - - - 0.00% S13-Books - - - - - - - 0.00% S14-Books (Bulk) - - - - - - - 0.00% S15-Closure (Branch) - - - - - - - 0.00% S16-Certification - - - - - - - 0.00% S17-Scholarship - - - - - - - 0.00% S18-Cancel PTU - - - - - - - 0.00% S19-CAS - - - - - - - 0.00% S20-eAccreg - - - - - - - 0.00% S21-PTU - - - - - - - 0.00% S22-NRFC - - - - - - - 0.00% S23-Closure (Head Office) - - - - - - - 0.00% S24-TIN Card - - - - - - - 0.00% Total - - - - - - - 0.00% ANNEX E Summary of Feedback Revenue District Office No. __________ For the Month of __________ Seq No.* TAXPAYER MESSAGE (COMMENTS/SUGGESTIONS) FEEDBACK** POSITIVE NEGATIVE * Based on the sequence number of the working paper. ** Indicate if the feedback given by taxpayer is positive or negative by putting 1 on the corresponding column. Note: Issues/Concerns of taxpayers, if any, should be included in the Matrix of Actions Taken/To be Taken as well as the Corrective/Preventive Measures to address the said issues/concerns. This shall be submitted to TSPMD every 5th day following the month of retrieval of the survey forms. COMMENDATIONS: (Indicate special commendations to personnel/office, if any.) 1. (Last Name, First Name, Middle Initial-Office Name) 2. (Last Name, First Name, Middle Initial-Office Name) 3. (Last Name, First Name, Middle Initial-Office Name)