Opening Remarks by SMS Koh Poh Koon at CPF Board Jurong Service Centre Grand Reopening
Dr Koh Poh Koon, Senior Minister of State for Manpower, CPF Board Jurong Service Centre
Chairman of CPF Board, Ms Yong Ying-I
CEO of CPF Board, Ms Melissa Khoo
CEO of NTUC Health, Mr Choo Kin Poo
Head of Active Ageing Centres, Dr Lily Yeo
Guests, CPF volunteers, colleagues,
Good morning everyone, it is my pleasure to join you today for the reopening of the CPF Jurong Service Centre. I would like to express appreciation especially to our valued CPF members, dedicated volunteers and enterprising staff who have made this reopening possible.
2. This is a significant milestone, not just for the CPF Board, but also for many residents in the west of Singapore who rely on this very important touchpoint for their retirement planning, housing and healthcare needs. Today’s reopening is more than just the unveiling of a refreshed physical space. It represents CPF Board’s continued commitment to be a lifelong partner to members, and ensure that they have access to the support they need to plan for a secure retirement. It also reflects our belief that good policy must be matched by good and effective communication, and that the last mile of service delivery is just as important, if not more important than just policy thinking. Policy must be felt and its effect must improve the lives of our people.
Why the Last Mile of Policy Implementation Matters
3. The Government has invested significantly in enhancing our CPF system to meet the evolving needs of Singaporeans. In recent years, members have benefited from various initiatives such as the Majulah Package, the Silver Support Scheme, the Matched Retirement Savings Scheme (MRSS) and the new Matched MediSave Scheme (MMSS).
4. These are all meaningful moves. But even the best schemes may fall short if members do not know about them or are unsure about how to tap on them. This is why the last-mile implementation matters so much. Where members require further assistance, our officers and volunteers from the service centres provide clear and useful guidance to assist them with important decisions, such as what to do with the money they have in their CPF accounts and how they should maximise it.
5. The revitalisation of CPF Jurong Service Centre reflects our continual efforts to meet the needs of Singaporeans. It highlights the Government’s commitment to invest in the infrastructure, people, and processes needed to ensure that every Singaporean can benefit from their CPF savings.
Designing with seniors in mind
6. We have designed these renovated CPF premises with seniors in mind. We are already a super aged society and by 2030, about one in four Singaporeans will be aged 65 and above. This revamp itself is to future proof and make it more relevant to the needs of the population. Even as we become increasingly digitalised, the demand for accessible, in-person services will remain as our population ages. Many seniors still prefer to discuss important decisions face to face, such as when to start their CPF LIFE payouts, or how to make a CPF nomination. They want to ask questions, seek clarification, and feel reassured when their doubts are clarified.
7. Looking around at this new space, I can see how the CPF Board has taken in feedback from CPF members, CPF volunteers and customer service officers to design a space where members can comfortably seek guidance and make important decisions about their CPF matters.
A space for every senior
8. The result is an inclusive space and convenient processes designed for members, and particularly seniors. For instance, seniors with mobility or sensory needs will find dedicated support, with features like cane holders and voice amplifiers available. The consultation areas are also designed for privacy and comfort to support sensitive financial discussions with CPF customer service officers.
9. We also understand that inclusion is not about rushing our seniors into a digital world. It is about walking alongside them, to build confidence. That’s why we have included digital ambassadors who can guide members through self-service options. Beyond the counters, TryLab is a space where seniors can explore, interact and learn – including how to protect themselves from scams – at their own pace.
10. In recent years, there have been feedback from seniors that they worry about how their hard-earned money can be scammed in a short amount of time. Hence, helping them to also be able to recognise and resist scams will be a very important part of the work here. I would like to share the story of Mdm Lee Guek Neo, a 74-year-old member who visited Jurong Service Centre recently to make a CPF nomination. When she arrived at the counter, she mentioned that she was hard of hearing and found her own hearing device uncomfortable to use. Our customer service officer introduced her to the voice amplifier available at the counter. With it, Mdm Lee could hear clearly and went on to complete her CPF nomination without difficulty. Stories like Mdm Lee’s remind us why every detail in our service delivery and implementation matters.
CPF At Your Service
11. CPF Board’s commitment to walking alongside seniors does not stop at these doors. Beyond its physical service centres, CPF officers also reach out to seniors in the community.
12. To do so, they have partnered Active Ageing Centres such as NTUC Health, who play a vital role under the Age Well national initiative, in keeping seniors active, engaged and connected in their communities. I am heartened to see our AAC partners here today.
13. CPF Board’s new programme launched in 2025, CPF At Your Service, is a joint initiative with our AACs. It deepens support for seniors by setting up service stations and bringing personalised CPF support directly to seniors at Active Ageing Centres. Seniors can now get one-on-one guidance on their CPF matters in familiar surroundings at their Active Ageing Centres, boosting their confidence to plan for retirement. This is an important touch point, as it builds confidence in the community and dispels any myths and misconceptions that sometimes may circulate on the ground, creating a lot of fear and anxiety. It is also important when they have their friends with them at Active Ageing Centres who understand CPF schemes and policies, so they can be one of the first stops to help prevent other seniors from falling prey. Hence, I think this is an effort worth expanding and something that we will continue to support our Active Ageing Centres to do.
14. By end of this year, the CPF Board will hold about 30 such sessions with the help of CPF customer service officers and volunteers at over 20 Active Ageing Centres across the island. I hope our seniors in Active Ageing Centres can look forward to this, and we welcome many more Active Ageing partners to join us on this journey.
Conclusion
15. To conclude, I am glad to see CPF Board as a trusted partner to all members, and especially our seniors.
16. To our seniors residing in the west and who have joined us today, I hope every visit here leaves you feeling well supported. Our members will always be at the heart of our CPF system.
17. Thank you.