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1.    The CPF Jurong Service Centre officially reopened today following a transformation aimed at creating a space where seniors can navigate their CPF matters with greater ease and confidence. Senior Minister of State for Manpower Dr Koh Poh Koon graced the occasion as Guest-of-Honour, with approximately 300 members of the public and invited guests also attending the event.

 

2.     Jurong Service Centre, which opened in 1994, serves more than 500 CPF members daily, over 90% of whom are aged 55 and above. To ensure the revamped space is accessible and empowering for seniors in their retirement planning journey, CPF Board adopted a 'For seniors, by seniors' approach. Some 40 CPF volunteers aged 55 and above contributed their practical, on-the-ground insights on improvements to the space and service offerings through focus group discussions and experiential testing sessions, directly shaping the final design of the centre.

 

3.     “Through our interactions with our CPF volunteers, we understand that the best service improvements come from those who experience them firsthand. With their insights, we introduced visible waiting time displays so members can make informed decisions on their visit. We also designed the Self-Help Lobby in such a way that members do not need to retrace their steps, creating a more natural and comfortable flow through the space. These details may seem minor, but they make a real difference to seniors. The redesigned CPF Jurong Service Centre is testament to how designing a space for seniors, by seniors, can elevate the service experience for our members,” said Ms Soh Tse Min, Group Director, Customer Relations Group.

 

Reimagined Service Experience

 

4.   The new Jurong Service Centre has several key features that offer a reimagined service experience for members seeking support in their CPF matters:

 

Self-Help Lobby

  • Improved queue system that matches members with services based on their needs, moving away from a first-come-first-serve model to a more responsive triaged system that reduces wait time
  • Greater flexibility for members to step away and return at the right time with wait time estimates and SMS notifications when their turn approaches

Try-Lab

  • An interactive waiting space designed to support active ageing through learning and discovery
  • Features scam awareness games and CPF educational content that are refreshed periodically, turning waiting time into opportunities to keep seniors engaged and informed

Inclusive designs

  • Hydraulic tables with height controllers to accommodate wheelchair users
  • Wide pathways for wheelchair accessibility and sufficient parking spaces for personal mobility devices
  • Dual-monitor systems to facilitate real-time typed communication between staff and members for deaf and hard of hearing members
  • Self-help kiosks equipped with adjustable font sizes to enable independent access for members with vision impairments
  • Magnifying sheets, cane holders and voice amplifiers are also some of the assistive features made available in consultation with SG Assist

 

Launch of "CPF at Your Service"

5.    The reopening also marked the official launch of "CPF at Your Service", CPF Board's initiative that brings CPF services directly to selected Active Ageing Centres (AACs) across Singapore – meeting seniors where they are, rather than requiring them to come to us. Such an approach better supports vulnerable members who may not know how or where to seek guidance on CPF matters.

 

6.     “CPF at Your Service” can help members with:

  • Checking their CPF retirement, housing and healthcare scheme status
  • Updating their contact details or registered bank account
  • Understanding their CPF top-up eligibility and how to make top-ups
  • Understanding their retirement withdrawal eligibility and the withdrawal process

 

7.     "CPF at Your Service” was successfully piloted in 2025, with CPF customer service executives (CSEs) and CPF volunteers engaging seniors across five AACs in meaningful conversations on healthcare and retirement planning. Building on this success, the programme will be expanded to more AACs, helmed by trained CPF volunteers with support from CSEs, so that more seniors have convenient access to personalised CPF guidance within their familiar community spaces. Seniors can look out for event announcements at their nearest AAC for upcoming "CPF at Your Service" sessions.