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 2006'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."

For more information on my cpf, visit mycpf.cpf.gov.sg

Contributed by Mr Jeffrey Png, Central Provident Fund Board.