Transformation of Service Experience at the CPF Bishan Service Centre
Designer: D'Perception Singapore Private Limited (Alton Chui)
Client: Central Provident Fund Board
Project type: Experience Design
A friendly customer service executive greets every elderly Singaporean at the door, before guiding them to the queue ticketing system and colour-coded service zones. The revamped service experience at the CPF Board’s Bishan Service Centre to serve its mostly elderly customers successfully integrated digital technologies with face-to-face service, achieving an unprecedented high of 99% for its customer satisfaction rate.