Committee publication · Correspondence · 12 March 2026
Letter from the Chair of the Committee to the Chief Executive Officer of MyCSP Ltd relating to a follow-up to the Administration of the Civil Service Pension Scheme, 05 March 2026
From: Public Accounts Committee
Inquiry: Civil service pensions
Summary
The Public Accounts Committee Chair writes to MyCSP's CEO seeking clarification on the scale of service failures during the December 2025 handover of Civil Service Pension Scheme administration to Capita. The letter challenges Capita's claims about inherited problems—including a 90,000-case backlog, 16,000 unread emails, and 20 million lines of corrupt data—and asks MyCSP to confirm these figures and assess the impact of PCS strike action on service delivery.
Key findings
- Capita inherited a casework backlog of approximately 90,000 cases instead of the anticipated 37,000, with 12,000 cases involving members due payments.
- Capita reports receiving 16,000 unread emails at transition and 20 million lines of corrupt data that hampered case resolution.
- Civil Service Pension Scheme members are experiencing unacceptable service disruption following the 1 December 2025 handover, contrary to assurances given to the Committee in July 2025.
- The Committee seeks MyCSP's confirmation of Capita's figures and assessment of how PCS strike action affected service delivery prior to transition.
- The Committee questions what MyCSP, Capita, and Cabinet Office could have done differently to prevent the transition failure.
Tone
CriticalTopics
Key actors
Sir Geoffrey Clifton-Brown MP, Duncan Watson, MyCSP Ltd, Capita, Cabinet Office, Cat Little, Public Accounts Committee, PCS
Notable line
“… the risk of disruption to hard working civil servants has materialised and members are now experiencing an unacceptable level of service.”
Key Quotes
“… the risk of disruption to hard working civil servants has materialised and members are now experiencing an unacceptable level of service.”
“Capita told the Committee that it had been handed a much larger backlog of work than it had been anticipating, consisting of around 90,000 work-in-progress cases, instead of what it referred to in correspondence as the "agreed figure" of 37,000 cases.”
“Could you please write back to me to confirm whether the numbers Capita told my Committee, as quoted above, are correct?”
Source · parliament.uk record ↗