Recommendation 8

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 their highest level since October 2023.12 Data provided by the Cabinet Office following 6 C&AG’s Report, paras 12, 3.3 7 Public Accounts Committee, Civil Service Pensions Written evidence 8 C&AG’s Report, para 2.7 9 CSP0002 10 C&AG’s Report, para 2.10 11 Q 1 12 Q 3 7 the evidence session showed that there has been an improvement in 2025 in average call waiting times, which were 25 minutes in January but had reduced to 17 minutes by May.13 However, as MyCSP explained to us in the session, from 2017 to 2024 callers were waiting for an average of just three minutes.14 There are also slightly fewer calls being abandoned in 2025, down to roughly 25% in May 2025 compared with 30% towards the end of 2024.15