Addendum to RMO 51-97 — Guidelines and Procedures on the Mass Rollout of the Integrated Tax System

November 20, 1997 REVENUE MEMORANDUM ORDER NO. 66-97 TO : All Internal Revenue Officers and Others Concerned SUBJECT : Addendum to RM O 51-9 7 Guidelines and Procedures on the Mass Rollout of the Integrated Tax System I. OBJECTIVE This Order is issued to: 1. Re-define the duration and timing of Implementation Assistance Team involvement. 2. Define/clarify the changes in the composition, roles and responsibilities of the Implementation Assistance Team for the pilot application rollout. 3. Create the Technical Support Team in addition to the existing Rollout Support Groups and define its composition, roles and responsibilities. 4. Re-define the composition, roles and responsibilities of the Change Management Team pertaining to the ITS Mass Rollout. 5. Define the Rollout Campaign Plan. II. GUIDELINES AND PROCEDURES 1. Implementation Assistance Team (IAT) The duration and timing of IAT shall change as shown on the following table. On-site support shall be shortened or extended as deemed necessary by the Overall Coordinating Manager. The Coordinating Managers shall conduct remote debriefings alternately when necessary specially during simultaneous rollout of sites. 2. Implementation Assistance Team (IAT) for Pilot Applications a) Composition The IAT for pilot applications shall have the same composition as stated in RMO 51-97 except that the RDC, RO, and RDO Coordinators shall be replaced by the Application Coordinator position. The Application Coordinator position shall be assumed by the Project Steering Committee (PSC) Chairperson of the pilot application. The User Support Group positions shall be assumed by the PSC members and the Application Team Expert Users. Refer to Attachment 1 for the Composition Chart. b) Roles and Responsibilities The IAT for pilot application shall assume the same roles and responsibilities as stated in RMO 51-97. Below is a clarification of the roles and responsibilities of the Application Coordinator. The Application Coordinator shall provide directions to the User Support Group to ensure that the application under pilot shall be accepted. He/she shall ensure that issues pertaining to the pilot application rollout are addressed by the IAT and resolutions are cascaded to concerned personnel. He/she shall participate in the debriefing to be conducted by the Coordinating Managers. The duration/timing of IAT involvement for pilot application rollout shall be the same as stated in RMO 51-97 which is one (1) month after rollout date. All other prescribed guidelines and procedures specified in the Pilot Acceptance Framework shall still be followed. 3. Technical Support Team (TST) a) Composition The TST shall be organized for each RDC. The TST shall be composed of permanent and transitory personnel. The permanent personnel shall include the Assistant RDC Head and the RDC System Administrator. The transitory personnel shall come from the NO and include one (1) to two (2) DBAs and one (1) or two (2) ASM. The specific number of DBA and ASM shall depend on the scope of the rollout. The TST shall be led by the Assistant RDC Head. Refer to Attachment 2 for the Composition Chart. b) Roles and Responsibilities The TST, as a whole, shall be responsible for the completion of system installation in their assigned sites before rollout. They shall also ensure the resolution of technical issues before and after rollout. The specific roles and responsibilities of the TST are: (1) Assistant RDC Head The Assistant RDC Head shall provide the overall direction to his team. He/she shall be responsible for the preparation of a system installation workplan. He/she shall discuss the workplan to his team and ensure the full execution of the workplan. He/she shall provide daily status report of the system installation to the Information Planning and Quality Standards Service Rollout Assistance Unit (IPQSS-RAU). (2) System Administrator/ASM/DBA As members of the TST, the System Administrator/ASM/DBA shall work together in the execution of their assigned tasks in the system installation workplan. 4. Change Management Team (CMT) a) Composition There shall be NO-based, RO-based and RDO-based CMTs. Refer to Attachment 3 for the Composition Chart. b) Roles and Responsibilities The CMT, as a whole, shall be responsible for the organization, preparation and conduct of the rollout campaign for both internal and external stakeholders as part of the pre-rollout tasks. They shall also be responsible for building ownership of the change by the site personnel. The specific roles and responsibilities of the CMT are the following: (1) NO-based Change Management Team The NO-based CMT shall provide the overall direction to the RO-based and RDO-based CMTs. They shall ensure that the RO-based and RDO-based CMTs are satisfactorily performing the rollout campaign activities in their assigned sites. They shall also be responsible for organizing and scheduling the conduct of Change Management workshops/trainings/seminars for the RO-based and RDO-based CMTs. They shall also be responsible for preparing and maintaining a rollout campaign plan. They shall be responsible for implementing the rollout campaign plan in the National Office and ensure that the RO-based and RDO-based CMTs implement it accordingly in their respective sites. To implement the rollout campaign plan, they shall perform the following: Schedule and organize the rollout campaign plan activities; Prepare agenda for briefing/orientation sessions; Coordinate with the orientation/briefing session speakers, emcees and participants; Prepare/ensure preparation of RSOs for rollout campaign activity participants when necessary; Prepare the necessary orientation/ briefing materials; Conduct presentations when necessary. (2) RO-based Change Management Team The RO-based CMT shall take overall direction from the NO-based CMT. They shall also be responsible for the implementation of the rollout campaign plan for the internal and external stakeholders in their assigned RDC, RO and RDOs. Specifically, they shall perform the following: Schedule and organize the orientation/briefing sessions on rollout activities, roles and responsibilities of concerned personnel, pertinent guidelines and procedures, etc.; Coordinate with the orientation/briefing session speakers and participants; Prepare the necessary orientation/briefing materials; Conduct presentations when necessary. They shall provide direction to the RDO-based CMTs and work closely with them in the implementation of the rollout campaign plan for the external stakeholders in their assigned RO and RDOs. (3) RDO-based Change Management Team The RDO-based CMT shall take overall direction from the NO-based and RO-based CMTs. They shall assist the RO-based CMT in the implementation of the rollout campaign plan for the internal stakeholders in their assigned RDO. They shall be primarily responsible for the implementation of the rollout campaign plan for the external stakeholders in their assigned RDOs. Specifically, they shall perform the following: Schedule and organize the orientation/briefing sessions on rollout activities, roles and responsibilities of concerned personnel, pertinent guidelines and procedures, etc.; Coordinate with the orientation/briefing session speakers and participants; Prepare the necessary orientation/ briefing materials; Conduct presentations when necessary. 5. Rollout Campaign Plan The Rollout Campaign Plan presents the overall approach for conducting the rollout campaign as part of the pre-rollout tasks described in RMO 51-97. Refer to Attachment 4 for the Rollout Campaign Plan. III. REPEALING CLAUSE All revenue issuances and/or portion(s) thereof that are inconsistent herewith are hereby revoked and/or amended accordingly. IV. EFFECTIVITY This order shall take effect immediately. LIWAYWAY VINZONS-CHATO Commissioner of Internal Revenue ATTACHMENT 1 Implementation Assistance Team (IAT) for Pilot Application Rollout Composition Chart ATTACHMENT 2 Technical Support Team Composition Chart ATTACHMENT 3 Change Management Team Composition Chart ATTACHMENT 4 Rollout Campaign Plan ITS Mass Rollout Rollout Campaign Plan I. Introduction This document presents the overall rollout campaign plan for the ITS Mass Rollout. It discusses the following: Rollout Campaign Plan Overview Rollout Campaign Plan Matrix Rollout Campaign Calendar II. Rollout Campaign Plan Overview The ITS Mass Rollout represents a significant change for the Bureau. This will impact both the internal and external stakeholders. Stakeholders refer to those people who have a stake in the organization. The internal stakeholders refer to the individuals who work within the Bureau while the external stakeholders are those who have some type of relationship with the Bureau such as the taxpayers, Bankers Association of the Philippines (BAP), Accredited Agent Banks (AABs), Tax Practitioners, etc. The rollout campaign, which is part of the overall rollout strategy outlined in RMO 51-97, ensures that the stakeholders are aware of and ready for the ITS Mass Rollout and the changes it brings that will affect them. The rollout campaign, led by the Change Management Team (CMT), will be conducted seven (7) days before the rollout date. While it is recognized that general change readiness activities are being performed long before the ITS Mass Rollout, the rollout campaign focuses on preparing the stakeholders of a particular site to be rolled out by making them aware of the rollout events that will take place. The specific objectives of the rollout campaign are the following: To create an intensified/heightened awareness of the ITS rollout/launch among the internal and external stakeholders belonging to the site to be rolled out. To create/reinforce buy-in of the changes brought about by the ITS rollout. To convey accurate, useful, timely information regarding the rollout. To provide open communication and feedback channels to address feelings/thoughts of uncertainties, confusion and resistance to the change. The rollout campaign plan presented in the Rollout Campaign Plan Matrix will accomplish these objectives. III. Rollout Campaign Plan Matrix The Rollout Campaign Plan Matrix outlines the standard rollout campaign activities that shall be conducted within the seven-day rollout campaign period. These activities shall be replicated for every site that will roll out. The Matrix includes the following components: Campaign Objectives the intended end-result or outcome of the rollout campaign activity Campaign Channel the channels used to deliver the rollout campaign messages Target Audience stakeholders targeted for the rollout campaign Speakers/Resource Personnel the persons delivering the rollout campaign message or responsible for providing the materials needed Activity may refer to briefing sessions, advertisements, and other activities that will meet the campaign objectives Key Messages specific messages to be delivered Timing the timing for delivering the message Venue the venue for delivering the message The Matrix is a living document. It shall be updated every now and then if there are additional activities identified which will further satisfy the rollout campaign objectives. See Annex A for the Rollout Campaign Plan Matrix. IV. Rollout Campaign Calendar A Rollout Campaign Calendar will be prepared for every ITS rollout. The Calendar is a more detailed presentation of the Rollout Campaign Plan Matrix designed specifically for the upcoming rollout. It includes the same components as the Rollout Campaign Matrix except that the timing is replaced by specific dates of conduct of the rollout campaign activity and the specific speakers and resource personnel are already identified. The Calendar serves as a guide in organizing and preparing for the activities as well as for tracking their completion.