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,
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.