Source · Select Committees · Public Accounts Committee
Recommendation 8
8
Acknowledged
MyCSP's increased staffing shows improving contact centre performance, but remains poor
Recommendation
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
Government Response Summary
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 demand.
Government Response
Acknowledged
HM Government
Acknowledged
1. PAC conclusion: Since at least 2023, customer service levels have been unacceptable as MyCSP has struggled to retain sufficient staff numbers. Capita is planning to employ even fewer staff. 1. PAC recommendation: The Cabinet Office should explain in its Treasury Minute response how it has assured itself that there will be sufficient resources available to administer the scheme from 1st December 2025 if: 30 • the promised transition to Capita’s IT platform occurs as planned; and • that transition does not occur as planned. 1.1 The government agrees with the Committee’s recommendation. Recommendation implemented 1.2 The financial cost model provided by Capita as part of the contractual bid document identifies the minimum level of staff across all disciplines to run the services taking account of continuous improvement opportunities, technological advances and increases in automation over time. This includes both transition and Service Commencement up to the full potential 10 years of the contract. Capita will provide 6 monthly updates on their staffing levels. Clearly outlining vacancies and deficiencies to ensure that there will be no disruption to these activities. The Cabinet Office require a detailed breakdown of the resource profiling for the minimum of the following areas: • BAU work • Exit Schemes • Payroll migrations • In flight projects, including Employer statement of Work 1.3 In addition to the identified and agreed minimum staffing levels mentioned above, which is slightly less than the numbers expected to TUPE from MyCSP to Capita from 1st December, Capita is recruiting an additional 60% of staff to bolster the team to deal quickly with any backlogs of work in progress. This includes Exit Schemes and any other urgent projects such as Remedy. A large number of the additional 60% are already recruited and going through training. In addition to this Capita is working on further flexible staffing arrangements to cover elasticity in demand over the next 12 months. 1.4 The second bullet to this recommendation no longer requires an answer as it has been confirmed that the service transitioned to Capita on the 1st December.