On his first point, I had mentioned in my earlier reply that MAS expects all MAS-licensed financial institutions to treat customers fairly – including all of the effective support and feedback channels. That includes CDP.
I also want to commend the Member on many of his suggestions over the years. Just to update him on a few aspects, in which there have been enhancements to CDP as a result of MAS engagements with CDP to avail more in-person channels to those that are less digitally-literate.
One point to note is that at least 99% of all CDP customers access its services digitally or over calls. So, that means that a vast majority are digitally-savvy. But as the Member knows, the Government's position is that we are not going to be digital-only but, we want to adopt a digital-first approach. Therefore, CDP has made a couple of different enhancements over the years.
First, CDP now grants in-person appointments via the SGX Vista premises. Second, CDP now provides instant video conferencing services with CDP service representatives. CDP has also published user guides and instructional videos on the Internet and social media. There is also a new chatbot on SGX's website. That said, there are always scope for improvements to CDP's customer journey, including and particularly, for those that are less digitally-savvy.
I want to assure Dr Tan that MAS continues to engage CDP, to address many of the customers' pain points across the user journey, particularly relating to those in in-person appointments and customer statements.
So, finally, if any particular customer wants a physical notice by post, he or she can also make that request and CDP will accede to it.
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