Republic of the Philippines
Department of finance
BUREAU OF CUSTOMS
MANILA 1099
CUSTOMS MEMORANDUM
No. /0 -' ;;t-oIG
ORDER
SUBJECT: CREATION
OF THE BUREAU OF CUSTOMS
ASSISTANCE AND RESPONSE SERVICES (BOC-CARES) UNIT
1.0
CUSTOMER
OBJECTIVES
1.1
To have a central unit that serves as the front line for stakeholder
interaction providing efficient and effective mechanism to address BOC
related inquiries and concerns of transacting public
1.2 ". To enhance the positive reputation of the agency through an ensured
continuous facilitation of customer service management
2.0 COMPOSITION
2.1
OF THE BOC CARES UNIT
The BOC CARESUnit shall be under the direct supervision of the Internal
Administration Group and shall be managed by the Public Information
and Assistance Division (PIAD). The Unit shall be composed of Unit
Head, Client Service Representatives, Client Service Officers and
Resolutions Team.
3.0
FUNCTIONS
3.1 The Unit Head
The Unit Head, as designated by the Chief of the Public Information
and Assistance Division from among the personnel of PIAD, shall:
a) supervise and oversee the day-to-day operations of the Unit and;
b) evaluate and make recommendations
operational improvements for the Unit.
to the Chief concerning
3.2
The Client Service Representatives shall:
a)
Serve as the first contact of interaction manning the BOC Cares Hotline
b)
Handle incoming calls providing immediate customer information and
non-complex help areas
c)
d)
Manage the official social media account of the Bureau of Customs
Make call backs as needed for total resolution of stakeholders' concerns
e)
and inquiries
Perform other functions as may be necessary
3,3
a)
b)
c)
d)
e)
f)
g)
h)
3.4
The Client Service Officers shall:
Act as team leaders of the component teams of Client Service
Representatives
Directly monitor call handling and routing processes of the Client
Service Representatives
Coordinate with related offices/divisions and other related external
agencies in order to secure pertinent data to resolve inquiries
Handle and manage the official email account of BOC CARES
Ensure that all inquiries and complaints are properly attended to and
resolved
Submit summary reports of all calls/cases handled by the Client Service
Representatives.
Periodically evaluate the client service representatives' performance
Perform other related functions as necessary
The Resolutions Team shall:
a)
Endorse inquiries and/or complaints that are complex and/or highly
technical to appropriate offices/divisions and other related external
agencies and ensure that right information is provided to concerned
stakeholders and/or clients.
b) Perform other related functions as required
4.0
OPERATIONAL GUIDELINES
4.1
The Chief of the Public Information and Assistance Division shall take charge
and oversee the overall operations of the Unit, including staffing and other
administrative
concerns. He/she shall report directly to the Deputy
Commissioner of lAG.
4.2
All internal offices of the bureau are mandated to provide and extend support
and cooperation to the Unit and shall designate a focal person in charge of
addressing concerns endorsed by the Resolutions Team. Relevant information
shall be accorded including, but not limited to, information on port (air and
sea) operations, valuation,
4.3
imports and exports, for purposes of providing
customer information and resolution of legitimate concerns.
The various offices of the Bureau, thru the designated Focal Persons, shall
provide BOC-CARESneeded information within three (3) days upon receipt of
properly endorsed inquiries or verification from the Client Service Officers
and/or Resolutions Team.
4.4
The Management
Information
Systems Technology
Group (MISTG) shall
ensure that customer relationship management software and telephony system
of the Unit is fully functional and shall accord support and assistance in its
maintenance.
4.5
The Unit is designed to operate 24/7 and shall operate as such upon the
recommendation of the Deputy Commissioner for lAG, with the approval of the
Commissioner. Otherwise, it shall operate from 7am to 7pm, Mondays to
4.6
Fridays.
BOC-CARESshall use a local number in its initial stages and shall soon secure
4.7
a toll-free number for nationwide use.
The bureau shall shoulder the necessary expenses of Unit and the staff.
This order shall take effect immediately. Accordingly, all orders/issuances
inconsistent herewith are deemed revoked or superseded.
For compliance.
ALBERTO D. LINA
Commissioner
a;.
.
...
BUlUUofCuslDm,
ALBERTO D. UN A
Commisliontr
11111111111111111111 II Ilil 11111
16-03179
MAY 23 201fi
