Info Center

MPFA Chairman Mrs Ayesha Macpherson Lau published her blog post today (16 February), highlighting that five MPF schemes had successively joined the eMPF Platform (the eMPF) since June last year. Of nearly 200,000 transaction instructions processed via the eMPF in the initial phase of the operation, two-thirds were conducted electronically, including contributions, MPF withdrawals, transfer of MPF benefits and change of investment mandate. In particular, the digital usage rate for submission of contribution data and change of investment was 80%, indicating that the initial phase of digital transformation, driven by the eMPF, is encouraging. 

She also mentioned that in preparing for phase 2 onboarding (from March to July 2025), scheduled to commence on 5 March, the eMPF project team introduced the following comprehensive improvement measures, based on previous experience and user feedback: 

Improved design

•  The eMPF project team actively responded to user feedback by reviewing the eMPF interface design and instructions to make them clearer and more user-friendly.  

Accelerated processing

• The eMPF contractor improved the efficiency of its hotline 1832 622 and service centres in answering user enquiries and handling service requests. A dedicated eMPF contribution inquiry hotline 3197 2834 was established to answer employers’ and employees’ enquiries regarding contribution information. 
• The contractor will gradually increase its manpower by 60% this year to enhance the operational efficiency and quality of the eMPF. 

Ensuring accuracy

•  The eMPF project team will continue to actively coordinate communication between the contractor and MPF trustees, streamline the administrative practices of employers, such as their contribution habits and voluntary contribution data, and provide corresponding assistance to employers. 

One-on-one, hand-holding support

•  The contractor has enhanced its training programmes for employers and personnel who handle MPF administrative tasks. Training courses will be offered to all employers and related personnel under MPF schemes that will soon onboard the eMPF. This will enable them to become familiar with the eMPF functions, making their operation smoother upon transitioning to the Platform. 
• The contractor will also enhance its outreach support services, offering "one-on-one, hand-holding" support services to employers, in particular mega corporations and institutions with more complex MPF arrangements, as well as micro, small and medium-sized enterprises with resources limitations.

Support in all districts

• On top of the existing three eMPF service centres and self-service kiosks located in 12 telecommunications stores of the contractor, where staff will offer on-site assistance (please visit the eMPF website for the addresses of the service centres and self-service kiosks), the contractor will gradually set up eMPF support stations in various districts across Hong Kong to ensure support and assistance are available in all districts, enabling more extensive and proactive engagement with employers and employees, and providing faster and more personalized services. 

Expert advice, professional testing, user feedback – entering the new MPF era together

To further enhance user experience and smooth operation of the eMPF, the eMPF project team has established a three-tier testing framework. This involves setting up an expert group to provide third-party professional advice, commissioning professional service company to conduct professional testing of the eMPF user interface, and gathering feedback from users through forming a user group consisting of users who are already onboard the eMPF to comprehensively optimize the Platform’s operation and user experience and enter the new MPF era together.

For the full version of the post, please visit the MPFA blog.  The blog is in Chinese only.

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16 February 2025