BIR chief highlights taxpayer-centric approach to digitalization

MANILA, Philippines — In its digitalization thrust, the government should make it easier for citizens to deal with it, Bureau of Internal Revenue (BIR) Commissioner Charlito Martin R. Mendoza said at the GovMedia Conference & Awards 2026, which was held on July 9 at the Marina Bay Sands Expo and Convention Centre in Singapore.

“I think that is what getting digital right means — making government easier to understand, easier to access, and easier to deal with. That is what citizen-centric government is all about — helping our people do the right thing,” a BIR statement issued on Sunday quoted Mendoza as saying.

The conference was attended by government leaders, policymakers, and industry stakeholders to exchange best practices and showcase innovative public sector initiatives.

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READ: BIR wins PH digital initiative of the year award in Singapore

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Developing the Interactive Digital Tax Calendar

Mendoza was the Philippines’ sole speaker in the moderated panel discussion, “When Government Gets Digital Right: Building Citizen-Centric Services that Deliver Results,” which explored how digital innovation can improve government services, accessibility, and citizen experience.

In that discussion, Mendoza highlighted the BIR’s taxpayer-centric approach to developing the 2026 BIR Interactive Digital Tax Calendar and shared the lessons behind its development.

He explained how the calendar, which won the Philippines Digital Initiative of the Year – Finance Award, has become a practical digital innovation that simplifies tax compliance, improves the taxpayer experience, and strengthens trust in government.

“Taxpayers want to file their tax returns. They want to pay their taxes. And when they are given clear guidance on what to do and how to do it, they will comply,” he said.

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The conference recognizes outstanding government projects and initiatives across Asia that demonstrate excellence in digital transformation, innovation, governance, sustainability, and citizen-centric public service.

Mendoza explained that BIR developed the Interactive Digital Tax Calendar after listening to the questions frequently asked by taxpayers to the bureau’s frontline assistance personnel — what taxes need to be paid, when payments are due, which forms to use, and where taxpayers should file.

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The BIR brought the answers to its website in a centralized, real-time, and interactive platform that taxpayers can access.

Positive response

According to Mendoza, the BIR got a “most unexpected” positive response from taxpayers after the launch of the calendar and taxpayer guides on new regulations.

The Bureau even began receiving thank-you messages from taxpayers for making tax deadlines, filing requirements, and new regulations easier to understand.

“The calendar, together with our easier-to-access guides for new regulations, became some of our most shared content. When taxpayers see something that is useful and helpful to them, they naturally help us spread that information to other taxpayers,” he said.

READ: BIR renews multi-sectoral consultative mechanism

Asked for advice he would give to other government institutions embarking on digital transformation, Mendoza said: “We should pursue large-scale digital transformation and fully integrated digital systems, but we should not lose the opportunity to address the simple, recurring problems that our taxpayers encounter every day.”

He emphasized that meaningful digital innovation begins by listening to both citizens and the government’s own frontline personnel.

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“Consult first with your stakeholders, and more importantly, consult your frontline personnel because they are the ones who hear the complaints and concerns of your stakeholders. Oftentimes, they have the most practical solutions on how to fix these problems,” Mendoza said.