On 1 April 2022, when Malaysia's Employees Provident Fund opened applications for a special withdrawal, long queues formed at branches in Kuala Lumpur, Shah Alam, Kuching and elsewhere. Applications were available online and through an app, yet members still came to offices to update accounts, check balances or seek advice. The pandemic-related facility allowed withdrawals of up to RM10,000.
What distinguishes this queue is that an online scheme still generated demand for face-to-face help when people needed to understand their accounts and future savings. Digitisation added an application channel, but it did not automate the personal decision between immediate cash and retirement funds.