- Further extension of customer service hours from Monday, 7 December 2015
- Selected e-services catering to 70 per cent of all online transactions available since 2 December 2015
The CPF Board apologises for the partial availability of CPF e-services. We thank members for their patience and understanding. Since Wednesday, 2 December 2015, selected e-services catering to 70 percent of all online transactions have been made available to members, who can check and print their account balances, contribution history and transaction history. Website informational pages and the e-Submission service for employers also remain unaffected. We are working round the clock with our IT vendor, Microsoft to restore the rest of the e-services as soon as possible.
On Monday, 30 November 2015, the Board uncovered technical issues arising from the recent website upgrade which caused a wrong display of information in a few isolated cases. We then decided to take the system offline as a safeguard and to conduct a full review of the system to understand the root cause and resolve this.
The Board assures members that the technical issues affected only the website layer. There is no impact on the Board’s back-end systems and databases, which means that all data, including members’ account details, are completely unaffected.
We are sparing no effort to resolve this issue and have been working in close partnership with our IT vendor, Microsoft, to assess the system and identify the possible root cause. Microsoft has committed all necessary resources, including tapping into their global subject matter experts, to assist in the effort.
"We thank members for their patience and understanding during this period. We are doing our utmost to ensure continuity of our services while work on restoration of the full suite of e-services is in progress. We have beefed up resources and are further extending the operating hours of our five service centres and Call Centre to facilitate members’ queries and transactions." Mr Soh Chin Heng, Deputy Chief Executive (Services), CPF Board.
To facilitate urgent queries and transactions, the operating hours of the CPF service centres and Call Centre have been extended. From next Monday, we will further extend the queue ticket issuance timing from 5pm to 6pm on weekdays at our five service centres at Bishan, Jurong, Robinson Road, Tampines and Woodlands. Our Call Centre’s operating hours will also be further extended from 6pm to 7pm on weekdays. We would like to reassure affected CPF members that they will not be levied late payment charges by the Board due to this situation. The alternative offline channels available to members are listed in the Annex.
There were a total of 54 million online transactions on the CPF website last year. Given the scope and complexity of the website upgrade, which includes the migration of all online functionalities, we seek members’ understanding that a thorough and careful assessment to identify the root cause and then resolve it takes time. Members’ information and data integrity are of paramount importance to the Board. Even as we are committed to resolving the technical issues quickly, we also need to ensure that all online functionalities are robustly tested and validated before e-services are fully restored.
Since the restoration of selected CPF e-services from Wednesday evening till 11am today, there were close to 120,000 successful SingPass log-ins to those services. As we are currently seeing more than twice the daily volume of log-ins, some members may experience slowness or be unable to log in. For non-urgent queries, members may wish to log in after 10pm.
We will continue to provide updates on the restoration of the rest of our e-services via the CPF website and Facebook page.