Dorcas Fong Email & Phone Number

Singapore

Lead a team to support the development of new product ideas and business models ('incubator') and help existing business models and products operate and scale more efficiently ('accelerator'). A key programme matches the growing desire from departments for exploration and creation of products with the officers interested in product creation. Team will also create fundamental enablers such as future enterprise architecture, a platform for rolling out of ideas to market/product and critical enterprise upskilling to achieve business outcomes.

Lead the transformation of CPF Board into a True Digital Organisation, by driving digital transformation expeditiously through technological solutioning and help business navigate the technology space. Govern and manage the customer-facing digital platforms such as the website and mobile app. Through strategic skillsets and initiatives drive the adoption of Design/UXUI, process review and automation within CPF Board.

Lead a multi-disciplinary team to drive service and operations transformation, particularly supporting the Chief Operating Officer in driving organization-wide business transformation.

Lead Operations Transformation and spearhead customer service specific projects e.g. setting of Mobile Service Centre, double hat with Service Planning Department to run the day-to-day operations of thenewly introduced CPF Retirement Planning Service.

Lead the team in reviewing current/near term processes to streamline and minimise low value work. Encourage/enable the use of technology to achieve these outcomes by working closely with users to collate their requirements, then IT and procurement counterparts to build/bring in the right solution. Keep tabs on the separate team driving long term process reviews and operations transformation to ensure we are not misaligned.

Lead the Retirement Sum Scheme pledging team in carrying out daily operations, policy and appeal reviews, and fronting difficult appellants. Fronted the inception and implementation of the Silver Housing Bonus Scheme, taking in inputs from MOM, MND, working closely with HDB and multiple parties within CPFB.

Review and propose income security-related policies, working closely with CPF Board as the main statutory board to execute these policies. Review and work closely with the legal team to create laws, and with various stakeholders to deliver meaningful outcomes.

Liaise with multiple stakeholders within and outside CPFB to review policies, provide statistics for decision making, and staff bosses for various meetings and engagements.