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| my cpf receives CAPAM's commendation |
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| CPFB's my cpf was awarded a "Certificate of Achievement" for its significant accomplishment. |
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The Central Provident Fund Board (CPFB)
participated in the Commonwealth Association
for Public Administration and
Management (CAPAM) International Innovations
Awards 2006. The theme for the
biennial awards this year was "Innovations in
Citizen Engagement and Service Delivery".
CPFB's submission was "my cpf: Different
Strokes for Different Folks". my cpf is a proactive
customised service for retirement planning
designed from the citizen's perspective and
according to life events. It is the result of CPFB's
active engagement with citizens.
Various innovative service delivery channels
ensure all citizens, young and old, IT-savvy
and non-literate, are served effectively and efficiently. These channels include the Internet,
mobile service, kiosks, biometric counters,
Internet Protocol telephony call centre and
the traditional counter service.
Through my cpf, the Board has
reduced the cost of serving customers at counters by 300%,
and achieved an e-transaction rate of over 90% in
three years.
CAPAM selected this innovation from 112
submissions from across the Commonwealth
to be one of the 11 finalists for this year's
awards. my cpf was the only finalist from
Singapore. The other finalists came from
Australia, Canada, India, Malaysia, Malta and
South Africa.
The CPFB project team comprising Mr Ng
Hock Keong, Director of Customer Relations;
Mr Jeffrey Png, Assistant Director of Customer
Service; and Ms Stephanie Ng, Assistant
Director of E-Service; presented their project
at the CAPAM Biennial Conference held in
Sydney, Australia, in October 2006.
The international jury of esteemed public
sector leaders found my cpf truly innovative
and awarded it a "Certificate of Achievement"
for its significant accomplishment.
Pleased with the outcome, Mr Ng, the team
leader, said: "This award is a good recognition
of the Board's e-service strategies and it affirms
our customer-centric service direction. Credit
goes to all CPFB staff for making the effort to
transform a traditional organisation-centric
mode of service into a life-event-based mode
of service.
"We will continue to explore more innovative
and cost-effective service channels to better
serve our wide spectrum of customers." |
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by Jeffrey Png, CPFB
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