Central Provident Fund Board 48

Transcription

1 Central Provident Fund Board 48

2 Annual Report

3 CPF SERVICES (Million) (Million) CPF WEBSITE ( The CPF homepage received over 22.7 million hits in Of the 50.3 million transac ons performed last year on the electronic service pla orms of the CPF Board, 46.4 million were online transac ons. CPF website homepage hit rate Online transac on volume The my cpf portal, integrated with a customer rela onship management system, allows the CPF Board to deliver more personalised services and targeted messages to CPF members. In 2011, more le ers were added into my cpf Inbox, a personalised and secure online inbox, for all CPF members to track and access their correspondences with the CPF Board any me, anywhere. CPF members who have OCBC bank accounts can now enjoy greater convenience by making CPF payments via OCBC s Personal Internet Banking (PIB), Mobile Banking and ATMs. CPF members can access my cpf online services through iphone and ipad using their SingPass. ELECTRONIC SERVICES FOR EMPLOYERS Employers can conveniently submit their employees monthly CPF contribu on details electronically using the e-submission service on the my cpf portal. In addi on to this e-submission channel, employers can e-submit the contribu on details via AXS sta ons. As at 31 December 2011, 67.6% of all employers submi ed their employees monthly CPF contribu on details electronically. In terms of employee count, 94.2% of all employees have their CPF contribu on details submi ed electronically. CPF MOBILE SERVICES CPF Tools, an iphone applica on allows members to view their account balances and contribu on history. More CPF-related online statements were included in the iphone applica on in During the year, more than 160,000 downloads, with 1.27 million transac ons were performed via this applica on. In addi on, with the high mobile phone penetra on rate in Singapore, the CPF Board extended its services to the SMS pla orm. The CPF Board sent out more than 2.5 million SMS alerts in 2011 on CPF related content such as CPF contribu on for members and self-employed, no fica on on CPF investment transac ons and CPF Yearly Statement of Account. Central Provident Fund Board 50 CPF SERVICES

4 CPF SERVICES ON ISLAND-WIDE SELF- SERVICE KIOSKS The availability of self-service kiosks island-wide has made it easier for CPF members to carry out their transac ons. In 2011, close to 443,000 transac ons were performed via the AXS sta ons and more than 25,000 CPF payment transac ons were performed via Self-Service Automated Machines (SAM). The CPF Board collected close to 16,000 CPF payment transac ons via inets Kiosks. CALL CENTRE In 2011, the CPF Call Centre handled 749,700 calls from members and employers. Of these, 172,600 calls were enquiries on na onal projects, such as the GST Offset Package, Growth Dividends and Workfare Income Supplement Scheme. Apart from the voic service, the CPF Call Centre has an SMS service for customers to leave messages for Customer Service Officers to call them back regarding their CPF ma ers. The voic service and SMS service received about 43,300 and 7,800 responses respec vely from our customers in CLUB 55 The Club 55 service at the CPF Board s five Service Centres caters to the needs of senior ci zens. A team of dedicated and mul -lingual Customer Service Officers provides advisory services to senior ci zens aged 54 and above. In 2011, more than 24,000 elderly members benefited from this priority service. e-appointment SYSTEM The e-appointment system allows a CPF member to make an appointment with a Customer Service Officer for advisory on complex CPF transac ons based on his preferred date and me. In 2011, more than 5,000 members benefited from this service. m-ambassador The m-ambassador service enables the CPF Board s Customer Service Officers using Ultra Mobile Personal Computers (UMPCs) to reach out to CPF members wai ng in the queue, to be served at the CPF Service Centres. The ease with mobility has allowed m-ambassadors to be deployed to serve members at roadshows and old folks homes. In 2011, more than 70,000 CPF members benefited from this service. Annual Report 2011 CPF SERVICES 51

5 SERVICE FEEDBACK The CPF Board conducts annual surveys to gather feedback from members and employers on its electronic service, counter, telephone and other services. In 2011, the survey results revealed that 97.9% of members and 97.3% of employers were sa sfied with overall services of the CPF Board. The CPF Board received close to 40,000 feedback forms under the Share Your Views with Us Programme in About 99.6% of the members rated the services as excellent or very good. The CPF Board s Compliment-to-Complaint ra o was 107:1 in MEMBER AND EMPLOYER EDUCATION The CPF Board s educa onal efforts were geared towards helping members and employers understand the various CPF schemes; and how they could contribute to and grow their CPF savings for retirement. More than 150 events were organised to reach out to about 34,000 members and employers directly. In addi on to on-site events, the CPF Board held online seminars (webinars) where par cipants could a end from anywhere using an Internet connec on. In its con nuing efforts to educate the public on financial literacy and re rement planning, the CPF Board introduced the Are You Ready? (AYR) ini a ve in October 2011 launched by the Minister of State for Manpower and Na onal Development, Tan Chuan- Jin. Its objec ve was to encourage Singaporeans to kick-start their financial and re rement planning through a variety of tools, talks and games. A checklist, developed in consulta on with the insurance and financial planning associa ons, covers four key themes, namely Manage Your Cash Flow, Buy a House within Your Means, Take Charge of Your Healthcare Costs and Secure Your Re rement. This checklist helps Singaporeans kick-start their thinking process and determine their level of financial readiness in the respec ve area. A financial storytelling contest was held through Facebook; 150 story entries were received, and the winning entries were selected via a public online vo ng and panel of judges. The CPF Board is an ac ve partner of MoneySENSE, a national financial education programme for consumers. In 2011, CPF Board representa ves appeared in two episodes of an eight-week series tled Mind Your Money, which was aired on Channel NewsAsia. The two episodes, Re rement and Home Sweet Home, had CPF Board representa ves Member services survey Very / 98.8% / 98.6% Somewhat 97.9% Very 10.9% 18.4% 14.4% Somewhat Dissa sfied/ Very Dissa sfied 1.3% 1.4% 2.0% 44.8% 17.9% 19.3% 43.1% 62.3% 64.2% Employer services survey Very / / Somewhat Very Somewhat Dissa sfied/ Very Dissa sfied % 1.9% 2.7% 11.9% 13.5% 17.1% 38.1% 10.8% 10.7% 48.3% 73.8% 69.5% 98.3% 98.1% 97.3% Central Provident Fund Board 52 CPF SERVICES

6 discussed re rement and housing ma ers. Besides MoneySENSE, the CPF Board collaborated with other government agencies and relevant associa ons to further enhance its outreach. These included the monthly Housing and Development Board Resale Seminar talks, the 50+ Exposi on with the Council for Third Age, and My Blissful Marriage Seminar, supported by the Ministry of Community, Youth and Sports and the Housing Development Board. The CPF contribu on rates were changed twice last year. Besides sending direct mailers to employers, the CPF Board conducted talks on the changes to keep them updated. The CPF Board held monthly talks for employers such as the Employer Classroom, and the e-submission Seminars, to brief new employers on their roles and responsibili es rela ng to CPF. In addi on, a video was provided on the CPF website to educate new employers on key CPF ma ers. 96% of the par cipants surveyed indicated that they found the CPF Board s outreach events useful, applicable and well-presented. This was an affirma on of the events effec veness. The CPF Board published its regular newsle er, InTouch with CPF, in the four main language dailies - The Straits Times, Lianhe Zaobao, Berita Harian and Tamil Murasu. The Minimum Sum Topping-Up Scheme was a key theme in InTouch with CPF. This served to encourage members to top up their own or their loved ones CPF accounts to enhance their re rement savings. To be er engage members, the CPF Board con nued to tap on new media and web 2.0 technologies. The IM$avvy financial educa on portal received 14 million page hits and it had 26,000 Facebook fans in The CPF Board collaborated with the Media Development Authority of Singapore and developed an iphone game named STA$H, aimed at educa ng players on the importance of financial planning. CPF online calculators, used by members to perform CPF and financial calcula ons, con nued to be popular with members with more than eight million hits. In addi on, the CPF Board conducted regular e-marketing outreach to more than 890,000 subscribers via an alert service. Members could subscribe to receive regular updates via Facebook, Twi er, FriendFeed and RSS feeds. Annual Report 2011 CPF SERVICES 53

7 NATIONAL EDUCATION The CPF Board remained an ac ve par cipant in the Learning Journey Programme coordinated by the Ministry of Educa on to help students understand Singapore s nation building efforts. Through this programme, students from secondary schools, Institutes of Technical Education, polytechnics and junior colleges could learn about various CPF schemes, the role that CPF plays in na on building, and basic financial planning concepts. In 2011 the CPF Board reached out to 23 schools and over 1,800 students through the Learning Journey. In addi on to the Learning Journey, the CPF Board organised a Innovate! compe on with Ngee Ann Polytechnic, where students had a hand in tes ng the CPF Board s mobile game, STA$H. AGENCY SERVICES The CPF Board provides key agency services to the government and other organisa ons, ac ng as the collec ng agent for Foreign Worker Levy, Skills Development Levy and Community Chest s Social Help and Assistance Raised by Employees dona ons. The CPF Board collects contribu ons made to the Chinese Development Assistance Council Fund, Eurasian Community Fund, Mosque Building and MENDAKI Fund and Singapore Indian Development Associa on Fund. The CPF Board conducts the annual Occupa onal Wages Survey for the Ministry of Manpower and administers the Edusave Pupils Fund and Post Secondary Educa on Account Funds for the Ministry of Educa on. It administers the Government-Paid Maternity Leave and the Government-Paid Childcare Leave claims on behalf of the Ministry of Community Development, Youth and Sports. In 2011, the CPF Board administered the Grow & Share package (Ministry of Finance), the Na onal Service Recogni on Award (Ministry of Defence and Ministry of Home Affairs) and the Special Employment Credit (Ministry of Manpower). GROW & SHARE PACKAGE The Grow & Share Package was a one-off package of measures to share the fruits of the na on s growth with all Singaporeans. The package consisted of both personal and household benefits. Lower-andmiddle-income groups received more benefits from the package. The CPF Board administered three components under personal benefits, namely the Growth Dividend (GD), Medisave Top-Up (MTS) and Workfare Special Bonus (WSB). As at 31 December 2011, 2.4 million Singapore ci zens received $1.5 billion in GD, and 1.3 million Singapore ci zens received $495.8 million in MTS. In addi on, about 355,000 low-wage workers received $201.9 million in WSB. NATIONAL SERVICE RECOGNITION AWARD The Na onal Service Recogni on Award (NSRA) provides sustained recogni on for Singapore ci zens who serve Na onal Service (NS). The NSRA is a monetary award of between $9,000 and $10,500 which is given out to each ci zen Na onal Serviceman (NSman) by the me he completes his Opera onally Ready Na onal Service (ORNS) training cycle. The award is disbursed equally at three significant milestones during the servicemen s full- me NS and ORNS. The CPF Board credits the la er two milestones NSRA to ci zen NSmen s CPF Accounts based on prevailing alloca on rates. As at 31 December 2011, $142 million of NSRA was credited to 45,000 NSmen s CPF Accounts. Central Provident Fund Board 54 CPF SERVICES

8 SPECIAL EMPLOYMENT CREDIT The Special Employment Credit (SEC) is part of the Singapore Budget 2011 Ini a ves to support employers in raising the employability of older low-wage Singaporeans. It provides cash grants to employers who hire Singaporean employees aged above 55 and earning up to $1,700 a month. The SEC is a one-off measure that runs for three years. It is expected to cost the government $100 million and applies to employees on the payroll from January 2011 to December As at 31 December 2011, $17 million of SEC was paid to 51,000 employers hiring 167,000 employees. IT REVAMP The CPF Board is revamping the Member and Employer Systems, which were developed in the 1980s and 1990s. Equipped with new capabili es, the systems will adopt an open standards-based Informa on Technology (IT) pla orm. As part of the CPF Board s Enterprise Architecture (EA) programme, an enterprise-wide business process re-engineering has been completed and a blueprint for the revamp is ready. The key objec ves of the EA are to align business and IT, and to leverage IT to enable business transforma on. The EA enables the CPF Board to have a holis c view of the business and IT, and to streamline and ra onalise business processes. It provides the opportunity to tap on new technologies and best prac ces to create a more flexible and aligned IT Architecture such as developing shared service components for re-use. This versa lity will enable the CPF Board to respond more quickly to policy changes and deliver be er customer service. The CPF Board has iden fied shared system and business service components. 13 shared system service components were implemented in 2011 as part of the founda onal layer under the revamped Member and Employer Systems (IT Revamp project). A tender to build the shared business service components and the CPF Educa on System was awarded in December All the other CPF Schemes will be progressively re-built in phases over the next few years. These Systems will be built on the Common Infrastructure, conceptualised as the CPF Board private cloud. This enterprise-wide central applica on hos ng environment is built based on technology standards and best prac ces. Annual Report 2011 CPF SERVICES 55

9 ORGANISATIONAL EXCELLENCE The CPF Board came in second for the Ac on Community for Entrepreneurship Award for Pro-Enterprise Agency. The award recognised government agencies that achieved high proenterprise orienta on. The CPF Board was a recipient for the NTUC 50 Model Partnership Award. This award, which recognised organisa ons who have worked with other agencies to promote a more inclusive workforce, was part of NTUC s 50 th anniversary celebra ons. The CPF Board was recognised for its innova ve way of conveying the Workfare Income Supplement message through a getai-style skit. The CPF Board partnered NTUC s Unit for Contract and Casual Workers and People s Associa on to iden fy suitable pla orms for the skit performances so as to maximise outreach to the older low-wage workers. The CPF Board won the Bronze award for the Contact Centre Associa on of Singapore (CCAS) Best Employee Reten on Programme of the Year. The award served as an affirma on of our commitment to retain excellent staff to provide excellent service. The CPF Board was re-cer fied for the People Developer Award, an award that recognised organisa ons with systems and processes in place to achieve excellence through people. The CPF Board received two Singapore Human Resource (HR) Awards - Leading HR Prac ces in Learning & Human Capital Development Award and Leading HR Prac ces (Special Men on) in Quality Work-Life, Physical & Mental Well-Being Award. The awards recognised the CPF Board for achieving excellent HR and people management prac ces that meets the needs of the business and employees. The CPF Board s project my cpf CPF Service Transforma on won the pres gious World Summit Award 2011, as one of the five most outstanding best prac ce developments in the e-government & Ins tu ons category. Over 460 submissions from 105 countries were received. The World Summit Award was organised by a global partner network and coordinated by the Interna onal Center for New Media to select and promote the world s best e-content and most innova ve Infocomm Technology (ICT) applica ons. In addi on, one frontline officer and one backend officer won the PS21 Star Service Award. The PS21 Star Service Award recognised public officers who have consistently demonstrated high standards of service excellence. In the Excellent Service Award, a na onal award that recognised individuals who have delivered outstanding service, 208 staff (130 frontliners and 78 backend staff) were conferred Star awards. INNOVATION PROGRAMMES At the CPF Board, staff are ac vely encouraged to contribute ideas to improve work efficiency and effec veness. In 2011, staff contributed 3,104 ideas, of which 51% were implemented. The CPF Board s Work Improvement Teams (WITs) programme has remained ac ve for the past 31 years. In 2011, 137 WITs completed 154 projects. In 2011, the CPF Board organised the Innova on Week to celebrate innova on in the organisa on. Held in October 2011, staff par cipated in a carnival, innova on workshops, and a ended study visits to other companies. The week ended with Innova on Showtime!, an event which showcased best innova ons by staff during the year. At the event, the top four WOW Idea teams contended for the WOW Idea award. The CPF Board was conferred two awards under the Excellence Through Con nuous Enterprise and Learning (ExCEL) by the Public Service Division of the Prime Minister s Office - the PS21 Best Ideator (Silver Award) for ideas contribu ng to work improvements and Best PS21 Project (Bronze Award). This was the fourth year that officers from the CPF Board have won the Best Ideator Award, an affirma on of a strong innova on culture in the organisa on. In the CPF Board, the Smart Regula on Commi ee oversees the challenge to cut red-tape and simplify processes and rules affec ng services to customers and produc vity of staff. In 2011, a total of 40 rules were reviewed, of which 19 were improved and 12 removed. STAFF EXCELLENCE AWARD In 2011, 13 staff was presented with the Staff Excellence Award for their excellent overall performance and in living out the CPF values. Central Provident Fund Board 56 ORGANISATIONAL EXCELLENCE CPF SERVICES

10 STAFF BENEFITS The CPF Board enhanced the staff benefits scheme by increasing the value of the benefits. Staff have the op on to make use of the benefits to reimburse their healthy life-style ac vi es, holiday or personal development programmes. CONTRIBUTING TO THE COMMUNITY The CPF Board plays an ac ve role as a good corporate ci zen, contribu ng to chari es and par cipa ng in community projects to help enrich the lives of the less privileged in our community. COMMUNITY CHEST Staff con nued to give strong support to the Community Chest and par cipated ac vely in the SHARE programme where staff contributed a por on of their monthly income to the Community Chest. Staff par cipa on rate increased to 94% in 2011 from 92.3% in The SHARE dona on from CPF staff amounted to $68,754, an increase of $5,983 over This strong staff support and commitment earned the CPF Board the SHARE Programme Pla num Award for the 18 th consecu ve year in The award was given out by the Community Chest in recogni on of the organisa on s uns n ng efforts in community service. COMMUNITY SERVICE PROGRAMME Adopted Home In 2010, St John s Home for Elderly Persons was adopted. Staff visited the Home on a quarterly basis. Besides raising funds for the Home, staff entertained the residents with sing along sessions and games, and presented gi s. was collected and channelled to the Red Cross Japan Disaster Fund to support relief efforts. Fund Raising Staff in the CPF Board played an ac ve role in fund raising ac vi es and events that contributed to chari es and community causes to improve the lives of the less fortunate. In 2011, staff supported ac vi es such as Hair for Hope under the Children s Cancer Founda on and the Yellow Ribbon Project. INTERNATIONAL RELATIONS The CPF Board is one of the founding members of the ASEAN Social Security Associa on (ASSA), which seeks to promote the development of social security in the region in consonance with the aspira ons, laws and regula on of its member countries. ASSA was formed to provide a forum for member ins tu ons to exchange views and experiences on social security issues. The CPF Board hosted the 27 th ASSA Board Mee ng in March 2011, that was a ended by over 90 delegates from 16 member ins tu ons and one observer from Cambodia. In the same year, the Na onal Social Security Fund of Cambodia was admi ed as an ASSA Member, bringing the total number of members in ASSA to 18, from nine ASEAN countries, namely, Brunei, Cambodia, Indonesia, Lao PDR, Malaysia, Philippines, Singapore, Thailand and Vietnam. On an interna onal front, the CPF Board is a member of the Interna onal Social Security Associa on (ISSA). The involvement in ISSA expanded Singapore s presence in the global social security arena. In addi on, as part of its interna onal engagement efforts, the CPF Board received over 300 visitors from foreign na onal provident funds, and government bodies, in the course of the year. Aid to Japan Earthquake 2011 The CPF Board ini ated a dona on drive to raise funds for vic ms of the earthquake and tsunami in Japan in March With an overwhelming response from staff, a total of $27,000 in dona ons Annual Report 2011 ORGANISATIONAL EXCELLENCE 57