Recommendations & Conclusions
9 items
2
Recommendation
49th Report - Administration of the Civ…
Accepted
More than half of members who are drawing their pension and affected by Remedy are facing unacceptable waits until as late as 2027 to have their pension options set out for them. Applying remedies to members requires MyCSP to send Remedial Service Statements (RSSs) to affected members, presenting them with …
Government response. The government agrees and states that its new pensions administrator, Capita, is undertaking discovery work to develop delivery plans for remaining affected members. It expects to conclude discovery by December 2025 and communicate detailed delivery plans and timescales to members …
HM Treasury
3
Recommendation
49th Report - Administration of the Civ…
Accepted
The Cabinet Office has not demonstrated it has sufficient capacity and capability to manage the MyCSP contract effectively and has now failed on two occasions to adequately manage the transition from one supplier to another. The Cabinet Office accepts that the terms of the contract with MyCSP does not enable …
Government response. The government agrees and states it has implemented a new contract with 38 Performance Indicators, including Key Performance Indicators, and a system of Service Points with associated penalties for various levels of failure, to ensure robust accountability and improved customer …
HM Treasury
5
Conclusion
49th Report - Administration of the Civ…
Accepted
There is a clear risk that Capita will not be ready to take over administration of the Scheme as planned on 1 December 2025. The planned date of transfer of administration from MyCSP to Capita is 1 December 2025. However, of the eight transition milestones which have so far passed, …
Government response. The government stated it has existing contingency requirements with MyCSP for system rollback and an option to extend support until May 2026 if needed. It confirmed the decision to transfer services to Capita on 1 December 2025 and informed the …
HM Treasury
1
Conclusion
49th Report - Administration of the Civ…
Accepted
On the basis of a report by the Comptroller and Auditor General, we took evidence from the Cabinet Office and from MyCSP on the administration of the Civil Service Pension Scheme (the Scheme) and arrangement beings made for the planned transfer of administration from MyCSP to Capita on 1 December …
Government response. The government outlined that Capita's financial model specifies minimum staff levels and will provide 6-monthly updates. Capita is actively recruiting an additional 60% of staff, many already undergoing training, to manage backlogs. The government confirmed the service successfully transitioned to …
HM Treasury
9
Recommendation
49th Report - Administration of the Civ…
Accepted
Capita is planning to have 33 fewer staff in its first year running the Scheme than the 332 MyCSP had at the start of 2025.16 When we queried whether that would be enough to provide the right levels of service to customers, the Cabinet Office told us that it had …
Government response. The government agrees and states that Capita's financial cost model identifies the minimum staffing levels required and that Capita is recruiting an additional 60% of staff to bolster the team and deal with backlogs, with a large number already recruited …
HM Treasury
11
Conclusion
49th Report - Administration of the Civ…
Accepted
MyCSP is no longer processing Remedy cases whilst the Cabinet Office considers how it wants to deal with these remaining cases. We asked the Cabinet Office if it has a plan for when the remainder of those who are currently drawing their pension can expect to be contacted about their …
Government response. The government agrees to provide revised options for the Remedy period (2015 to 2022) for the remaining 56% (circa 132,100 impacted members) with discovery work expected to conclude in December 2025. They expect to be able to communicate detailed delivery …
HM Treasury
12
Recommendation
49th Report - Administration of the Civ…
Accepted
The Cabinet Office was unable to tell us how it will decide which members may be waiting up until March 2027 and explained that this would be determined by the data and how the plan is constructed.25 It said that the data comes from multiple sources, in some cases it …
Government response. The government agrees and is working on implementing the Remedy, including providing revised options to the circa 132,100 impacted members who are drawing their pension, with discovery work expected to conclude in December 2025 and plans to communicate detailed delivery …
HM Treasury
21
Recommendation
49th Report - Administration of the Civ…
Accepted
The planned date of transfer of administration from MyCSP to Capita is 1 December 2025. However, of the eight transition milestones which have so far passed, only one has passed with all elements delivered on time.45 At the end of March 2025, the Cabinet Office had withheld £9.6 million from …
Government response. The government agrees with the recommendation and has requirements in place with MyCSP to roll back the system should issues arise during the transition to Capita, allowing service delivery to continue with MyCSP until 31st December 2025, with options to …
HM Treasury
23
Conclusion
49th Report - Administration of the Civ…
Accepted
We checked with the Cabinet Office what contingency plans it had should Capita’s IT systems not be ready on the transition date. The Cabinet Office asserted that it had several plans, including a more gradual roll-out of the Capita technology, and other options which are commercially sensitive, which it agreed …
Government response. The government states it has requirements in place with the current provider MyCSP in the event of a failure in the implementation cutover including the provision to roll back the system and options to extend support until the end of …
HM Treasury