Singapore's Manpower Ministry clarifies ways that CPF members can access its services non-digitally

The CPF Board adopts a 'digital first, but not digital only' approach, wherein digital services will be made easy to use, but also makes non-digital alternatives available, the Ministry highlighted.

Singapore's Ministry of Manpower (MOM) has responded to a Parliamentary query on what the CPF Board has been doing to offer non-digital access to members who are illiterate or not digitally able to.

MOM stated that CPF Board adopts a 'digital first, but not digital only' approach, wherein digital services will be made easy to use, but also makes non-digital alternatives available, and supports member education in digital literacy.

According to MOM, CPF Board has three non-digital alternatives for members:

1. 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.
2. Second, members can make enquiries on CPF transactions or appeals in their preferred language through CPF Board’s Call Centre.
3. 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 102.9mn, an increase from 98.4mn in 2022," the Ministry noted.

To support member education in digital literacy, it shared, 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.

READ MORE: Singapore Parliament passes CPF (Amendment) Bill 2024: What does this mean for CPF members?