Written Answer to PQ on Measures by CPF Board to offer non-digital access

NOTICE PAPER NO. 3270 OF 2024 FOR THE NEXT AVAILABLE SITTING
QUESTION NO. 6923 FOR ORAL ANSWER

MP: Ms Denise Phua Lay Peng

To ask the Minister for Manpower what measures has the CPF Board taken to offer non-digital access to members who are illiterate or not digitally able to, for instance, make cash top-ups, CPF transfers and appeals on their eligibility for the Silver Support Scheme

Answer:

1. CPF Board adopts a ‘digital first, but not digital only’ approach. This means that the Board strives to make digital services easy to use, but also makes non-digital alternatives available, and supports member education in digital literacy.

2. CPF Board’s non-digital alternatives for members include the following:

a. First, members can attend in-person consultations at any of CPF Board’s five service centres on matters including submitting CPF cash top-ups, transfers or appeals. These consultations are offered in English and vernacular languages. Members can also visit any of the nine ServiceSG Centres in person for assistance with frequently used CPF e-services.

b. Second, members can make enquiries on CPF transactions or appeals in their preferred language through CPF Board’s Call Centre.

c. Third, CPF Board offers support to members who may be less digitally savvy or need more support. For example, CPF Board sends hardcopy notifications to seniors under the Silver Support Scheme. CPF Board staff visits immobile members to assist them in completing their CPF withdrawal applications.

3. Digital services do provide more convenience to all members. The number of digital enquiries and transactions in 2023 was 102.9 million, an increase from 98.4 million in 2022. To support member education in digital literacy, CPF Board conducts E-Xperience workshops to guide members on how to use their mobile device to perform CPF e-services and protect themselves against scams.