The Hong Kong Mandatory Provident Fund Schemes Authority (MPFA) published a blog post by its Chairman, Mrs Ayesha Macpherson Lau, reporting that the eMPF Platform is in the final phase of onboarding and that, amid rising customer service demand, the MPFA and eMPF Platform Limited Company have required the platform contractor to take proactive steps to comprehensively enhance customer service. The planned upgrades include deploying artificial intelligence to improve efficiency, expanding service centre capacity and significantly increasing staffing to accelerate case handling. Concerns were raised about the contractor’s responsiveness as more trustees onboarded. Staffing dedicated to handling eMPF enquiries and complaints has increased by more than 60% over the past three months, from about 500 in late June to over 800 by end-September, with a further rise to over 1,100 targeted by end-December, alongside stepped-up frontline training and redeployment of supervisory personnel from the contractor’s corporate group. Since August, performance monitoring has included regular on-site inspections of hotline and service centres and the use of mystery shoppers, while new screen simulators in hotline centres allow staff to operate the eMPF interface in sync with users. The post also highlighted support provided to MPF intermediaries through training and other engagement channels, with over 30,000 participants to date, and reiterated that eMPF is not intended to replace intermediaries, including encouraging use of the eMPF Assistant Portal to support employer and member administrative tasks.

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