Recommendations & Conclusions
6 items
8
Recommendation
49th Report - Administration of the Civ…
Acknowledged
We questioned MyCSP about what it was doing to ensure its staffing level was at the level it needed to be. MyCSP told us that it has recently increased staff numbers and contact centre performance is improving as a result. It said that staffing levels in April 2025 were at …
Government response. The government agrees with the recommendation and states that Capita's financial cost model identifies the minimum staffing levels required, and they are recruiting an additional 60% of staff to bolster the team, with flexible staffing arrangements to cover elasticity in …
HM Treasury
13
Recommendation
49th Report - Administration of the Civ…
Acknowledged
The Cabinet Office accepts that the contract with MyCSP has not always given it sufficient commercial levers to influence how the Scheme is being administered,27 despite having made multiple changes to the contract over its lifetime. For example, despite MyCSP’s mixed performance record, the Cabinet Office has only successfully applied …
Government response. The government agrees with the recommendation and states it has embedded a robust contract management policy with a standardised approach for administering and managing contracts, including ensuring staff are skilled and trained, and that the Civil Service Pension Scheme must …
HM Treasury
14
Recommendation
49th Report - Administration of the Civ…
Acknowledged
We asked the Cabinet Office what in the current contract was limiting it from holding MyCSP to account for its performance, and what lessons had been learned going forward with Capita. The Cabinet Office responded that the new contract with Capita now contains service-focused key performance indicators, and that failures …
Government response. The government agrees with the recommendation and states it has embedded a robust contract management policy with a standardised approach for administering and managing contracts, including ensuring staff are skilled and trained, and that the Civil Service Pension Scheme must …
HM Treasury
15
Recommendation
49th Report - Administration of the Civ…
Acknowledged
The Cabinet Office’s difficulties managing the contract are particularly evident when transitioning from one supplier to another. This is the second time the Public Accounts Committee has seen the Cabinet Office fail to manage the successful transition from one administrator of the Scheme to another without a drop in performance …
Government response. The government agrees with the recommendation and states the new contract contains 38 Performance Indicators (PI), broken down into Key Performance Indicators (KPIs) and Subsidiary Performance Indicators (SPIs) which cover all aspects of service delivery and allow for financial penalties.
HM Treasury
16
Recommendation
49th Report - Administration of the Civ…
Acknowledged
We questioned the Cabinet Office about how we can be assured that it had the capacity to ensure that contractors deliver. The Cabinet Office said that it is fairly confident it has the right expertise and capacity to manage the contract, and that the contract management team is significant in …
Government response. The government agrees with the recommendation and states the new contract contains 38 Performance Indicators (PI), broken down into Key Performance Indicators (KPIs) and Subsidiary Performance Indicators (SPIs) which cover all aspects of service delivery and allow for financial penalties.
HM Treasury
24
Conclusion
49th Report - Administration of the Civ…
Capita administered some elements of the pension scheme before MyCSP took on full responsibility for Scheme administration in 2014.54 Capita is now due to take on that full administrative responsibility from December. Capita already administers the Royal Mail Statutory Pension Scheme on behalf of the Cabinet Office. Capita also administers …
HM Treasury