REVENUE MEMORANDUM ORDER NO. 4-2018 issued on January 16, 2018 prescribes the policies and guidelines on the use of the new Bureau of Internal Revenue (BIR) Service Desk (CenterPoint) System. Heads of BIR offices shall designate a ‘Requester’ who shall be given access to the BIR Service Desk System (formerly called BIR Help Desk). The designated ‘Requester’ shall be provided with a username and password. The required number of ‘Requester/s’ per office/division shall be as follows: Office Required No. of Requester/s All National Office (NO) Offices (excluding LTS) 1 per Office Revenue Regions (RR) All Divisions under RR Revenue District Offices (RDOs) 1 per Regional Office 1 per Division 2 per RDO Large Taxpayers Service (LTS) All Divisions under LTS LTD – Davao LTD – Cebu 1 for LTS 2 per Division 2 for LTD – Davao 2 for LTD – Cebu The latest version of Google Chrome and/or MS Edge shall be installed in a workstation to access the BIR Service Desk System and shall be accessible via intranet, through http://servicedesk.bir.gov.ph/Centerpoint/. All incident reports/service requests of every office shall be created electronically by the designated ‘Requester’ through the BIR Service Desk System. If the BIR Service Desk System is not available/accessible, the Service Desks of National Office (NO), Revenue Data Centers (RDCs) and Customer Assistance Division (CAD) shall manually create/log the incident report/service request using the BIR Service Desk Request Form. Said report/request shall be logged into the system once the system becomes available/accessible. A manual numbering system shall be devised to track the incident report/service request received through call, email or in person. If the ‘Requester’ is not available, the ‘User’ (person who encounters and raises an issue or incident), can directly report thru email, telephone call, or in person the issue to the Service Desks of National Office and Revenue Data Centers for the creation of the incident report/service request. All concerned personnel are strongly encouraged to open their BIR official email accounts regularly to ensure that all incoming emails, particularly notifications on service requests are received and processed on time. If an office is unable to access the BIR Service Desk System, the designated ‘Requester’ shall raise the incident report/service request thru call or in person. Service Desks of NO, RDCs and CAD shall close all resolved incident reports/ service requests after one (1) month of no confirmation response from the ‘Requester’. Except for QMS sites (ISO Certified Districts), incident report/service request shall be closed per quality plan. The BIR Service Desk System, including CAD, shall be for internal users only. The CAD shall use the BIR Service Desk System to log/raise incident reports/service requests of external users to the appropriate Problem Resolution Groups.