Pointwest’s Centerpoint Completes Millennium Challenge project for BIR

Mike Togle
August 3, 2016

Pointwest Technologies Corporation announced its latest project with the Bureau of Internal Revenue (BIR) to modernize its IT Help Desk using a home-grown Service Management System, Centerpoint.

In this latest project, the BIR Service Desk System will make use of a customized version of CenterPoint, Pointwest’s homegrown service management system, to replace the BIR’s previous help desk system. It aims to equip the agency in its nationwide implementation of the Electronic Tax Information System (eTIS).

The project was funded by the Millennium Challenge Account – Philippines (MCA-P), the implementing arm of grants from the Millennium Challenge Corporation (MCC). It is covered under the Revenue Administration Reform Project (RARP), one of six priority projects under the Philippine Compact Program of the MCA-P.

BIR deploys CenterPoint primarily as an IT Help Desk to help make it easier for the Bureau to deal with issues from taxpayers. It does this by allowing for timely responses to incidents as CenterPoint keeps track of where a particular issue is in the workflow chain. The system can be configured to automatically escalate any issues that are not receiving action in a timely manner.

Centerpoint for Service Management

Centerpoint does this by offering a host of modern features for service management. At the core of the design is an emphasis on configurable service workflows, efficiency, and transparency. It monitors incidents, issues, problems, risks, and service updates, alongside Service Level Agreements (SLA) and metrics as indicators of productivity.

CenterPoint is a brainchild of Pointwest’s Hernando “Bong” Camba, product manager for the project. During the project kickoff on 20 April 2016, he explained that he views everything as a service, and CenterPoint was designed to help ensure efficiency and accountability.

“Through CenterPoint, service delivery can be monitored and improved for better results as well as faster response times.” Centerpoint Product Manager Hernando “Bong” Camba

Founded by pioneers of the Philippine IT and BPM industry, Pointwest is a staunch advocate of public-private partnerships, so the public can greatly benefit from the skills and experience of corporations, especially those like Pointwest who operate under global standards and regularly provide services to top companies abroad.

“Whatever contributions we share revert back to the entire country, and all of us will be beneficiaries of the good work the BIR does. This is why the project had our full commitment and support for it to be successful.”Pointwest president and CEO Ma. Cristina “Beng” Coronel

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Founded in 2003 by pioneers of the Philippine Global Sourcing industry, Pointwest creates value for its list of satisfied clients — including top Fortune 500 and local companies — with world-class IT and BPM services backed by international-standards methodologies and innovative practices.