Hong Kong’s massive pension project grapples with technical glitches

To address these issues before larger trustee migrations, MPFA said it launched a comprehensive improvement program, which included simplified biometric registration, doubling the number of support personnel, a redesigned user interface, localized employer assistance teams, and expanding physical service access points across Hong Kong’s districts. These measures, shaped by early user feedback, aim to ensure stability as the platform targets full implementation by the end of 2025.

Contractors address ongoing issues

While authorities focus on improvements, contractors are addressing the eMPF platform’s challenges. PCCW Solutions, the primary contractor, defended its performance, saying, “We have swiftly addressed these issues and implemented proactive measures to incorporate feedback.” The firm pledged to maintain operations with a “rigorous and dedicated approach,” deploying user-experience improvements throughout the expansion period.

Subcontractor iFAST Corporation, a Singapore-based wealth management firm, clarified that its role is limited to operational and user delivery services. The eMPF Platform, a non-profit entity operated by eMPF Platform Company Limited under the MPFA, is supported by PCCW and iFAST, who were awarded a HK$4.9 billion contract in 2021 to build and operate it.