eMPF onboarding nears final phase; contractor to expand staff to 1,100

Hong Kong’s Mandatory Provident Fund Schemes Authority said its eMPF Platform is well into the final phase of onboarding and the contractor will increase its manpower to more than 1,100 staff by the end of this year to improve responsiveness in handling enquiries, according to a blog post by Chair Ayesha Macpherson Lau.

The MPFA and Platform required the contractor to take more proactive measures to comprehensively enhance customer service, including leveraging artificial intelligence, expanding the capacity of its service centres, and increasing manpower, Lau said.

The contractor has already increased its manpower by more than 60 percent over the past three months, from approximately 500 staff in late June to over 800 by the end of September, Lau noted.

Meanwhile, to monitor the contractor’s performance, the eMPF Company has conducted regular on-site inspections of its hotline centres and service centres and has engaged mystery shoppers to evaluate the quality since August this year, she added.

Lau highlighted eMPF will not replace intermediaries but free up their time and resources to offer higher-value services, including wealth management, retirement planning, and asset allocation advice.

She encouraged all intermediaries to familiarize themselves with and make full use of this tool to help employers and scheme members manage their MPF efficiently.

"Employers and employees can engage intermediaries to handle administrative tasks, including MPF enrolment, contribution submissions, and benefit transfers via the eMPF Assistant Portal."

STAFF REPORTER