RMO No. 04-2018: Prescribes the policies and guidelines on the use of a new BIR Service Desk (Centerpoint) System

Summary

RMO No. 04-2018 prescribes the policies and guidelines for the new BIR Service Desk (CenterPoint) System, formerly called the BIR Help Desk.

Key points

1. Designated Requesters. Heads of BIR offices designate a Requester who receives a username and password. The Order sets the required number per office, such as 1 per National Office office (excluding LTS), 1 per Regional Office, 1 per Division, 2 per RDO, and set numbers for LTS units.
2. Access and use. The system is accessed through the intranet using the latest Google Chrome or MS Edge. Each office’s incident reports and service requests are created electronically by its Requester.
3. When the system is down. The Service Desks of the National Office, Revenue Data Centers and Customer Assistance Division log reports manually using the BIR Service Desk Request Form. They enter them in the system once it is available again.
4. Absent Requester. The User who raises an issue may report it by email, telephone call or in person to the National Office or Revenue Data Center Service Desks.
5. Closing requests. Resolved reports are closed after one (1) month with no confirmation response from the Requester. QMS sites (ISO Certified Districts) close reports per quality plan.
6. Internal users only. The system is for internal users only. The Customer Assistance Division uses it to log external users’ requests to the appropriate Problem Resolution Groups.

Who is affected

• BIR offices and their designated Requesters
• BIR Service Desks
• BIR personnel using the system

Deadlines and effectivity

• Closure of resolved reports: after one (1) month without confirmation

Summary by Tax Resources PH. It is not a substitute for the full text of the issuance or professional advice.