Implementing and Managing a Large-Scale E-Service: A Case on the Mandatory Provident Fund Scheme in Hong Kong

Abstract

This case concerns a recently launched retirement protection scheme, the Mandatory Provident Fund (MPF), in Hong Kong. Service providers, employers, employees and the government are the four main parties involved in the MPF. The service has been implemented in two versions, that is, a bricks model and a clicks model. The former is based on conventional paper-based transactions and face-to-face meetings. The focus of this case, however, is on the latter, which introduces MPF as a service in an e-environment that connects all parties electronically and conducts all transactions via the Internet or other computer networks. The case discusses the MPF e-business model, and its implementation. We analyze the differences between the old and the new model and highlight the chief characteristics and benefits of the e-business model as they arise from the emerging digital economy. We also discuss some major problems, from both managerial and technical perspectives, that have occurred during the phases of implementing and launching the new service.