CPF Board's Measures to Offer Non-digital Access to Members Who Are not Digitally Savvy
Ministry of ManpowerSpeakers
Summary
This question concerns the measures taken by the CPF Board to provide non-digital access for members who are illiterate or lack digital literacy, as raised by Ms Denise Phua Lay Peng. Minister for Manpower Dr Tan See Leng explained that the Board adopts a "digital first, but not digital only" approach by offering in-person consultations at five service centres and assistance at nine ServiceSG centres. Other alternatives include a multilingual call centre, hardcopy notifications for the Silver Support Scheme, and home visits for immobile members to assist with withdrawal applications. To promote digital inclusion, the Board conducts E-Xperience workshops on using e-services and scam protection, even as digital transactions reached 102.9 million in 2023. These efforts ensure that essential CPF services like cash top-ups and appeals remain accessible to all members through both physical and digital channels.
Transcript
63 Ms Denise Phua Lay Peng asked 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.
Dr Tan See Leng: The Central Provident Fund (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.
CPF Board's non-digital alternatives for members include the following.
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.
Second, members can make enquiries on CPF transactions or appeals in their preferred language through CPF Board's call centre.
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.
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 devices to perform CPF e-services and protect themselves against scams.