ISSA Good Governance Guidelines in Practice: Service standards for Members and Beneficiaries – The Singapore Experience
The Central Provident Fund (CPF) is a fully-funded, defined contribution scheme, with funds of US-dollar (USD)150 billion, 3.3 million members, and a transaction count of USD44 million. Given the diverse profile and needs of our members, we face the challenges of effectively serving a sophisticated customer base, bridging the digital divide between more versus less IT-savvy members, and delighting members while remaining cost-effective.