EPF’s digital leap to build a future-ready pension system
Through Microsoft technologies, the Employees Provident Fund (EPF) is delivering smarter, safer, and more inclusive retirement services for over 16 million members
With more than 16 million active members and over RM1 trillion in assets under management, the Employees Provident Fund (EPF) is one of the largest pension institutions in the world, and the fifth largest in Asia. For decades, it has served as a pillar of retirement security. Today, it is also a digital innovator redefining how public services scale, respond, and empower.
“Embracing digitalization is key to optimizing operations and enhancing service excellence for our members,” says Afhzal Abdul Rahman, EPF’s Chief Digital Technology Officer. “As the financial landscape evolves and as Malaysia approaches ‘aged nation’ status, we must harness technology to foster financial resilience and ensure every Malaysian can retire with dignity.”
Transforming retirement through digitalization and innovation
EPF’s digital transformation is guided by a clear focus on strengthening financial security and expanding coverage to retirement savings. The strategy aims to enhance member experience and extend reach to underserved populations, while building long-term trust and resilience.
“Our purpose is to build a better retirement future for Malaysia. This entails making it easier, faster, and more intuitive for our members to access their savings and plan for their future,” says Afhzal. “We’re reimagining the entire member experience, leveraging cloud and AI to make every interaction seamless and secure.”
Digital tools are already having a measurable impact. For example, EPF’s mobile app now enables members to top-up their savings through voluntary contributions and check balances, perform withdrawals, as well as access educational content to boost financial literacy.
Powered by Microsoft: Agile, secure, AI-ready
EPF’s cloud-first approach is built on a strategic collaboration with Microsoft, leveraging solutions such as Microsoft 365, Power Platform, and Microsoft Azure OpenAI. These tools support EPF’s digital journey, from rapid deployment of services to the automation of complex backend processes.
AI adoption is already making an impact across EPF’s operations. Inquiries via contact centers and digital channels are now handled more efficiently, without compromising on quality. Internally, AI tools are summarizing meeting notes, streamlining workflows, and freeing up staff to focus on high-value tasks. At the branch level, digital assistants are helping frontline staff offer more relevant, timely guidance to members.
Shaping a smarter and more inclusive retirement future
Looking ahead, EPF plans to deepen its adoption of AI and cloud technologies to further personalize member services and scale operational efficiency. Microsoft’s new Malaysia West cloud region will support these ambitions, empowering the EPF to meet local data residency and compliance requirements while enhancing security.
“Technology is a means to an end,” Afhzal reflects. “Our real mission is to empower every Malaysian with the tools, insights, and confidence to retire with dignity. And we believe AI and cloud can help us get there — faster, and more securely than ever before.”