Committee publication · Correspondence · 15 April 2026
Letter from Chief Executive Officer of MyCSP relating to the Administration of the Civil Service Pension Scheme, 2 April 2026
From: Public Accounts Committee
Inquiry: Civil service pensions
Summary
MyCSP's CEO responds to Public Accounts Committee questions about the Civil Service Pension Scheme transition to Capita on 1 December 2025. The letter clarifies data definitions ('work on hand' versus 'backlog'), explains handover figures (87,806 items transferred), disputes claims about corrupt data and unread emails, confirms MyCSP maintained all key service levels during industrial action, and identifies lessons learned around leveraging incumbent knowledge and robust cutover planning.
Key findings
- MyCSP transferred 36,064 key service-level cases and 51,742 non-contracted items to Capita; the broader category of 'work on hand' (average 54,200 monthly in FY2025/26) differs from 'backlog' terminology used in evidence sessions.
- MyCSP disputes specific claims: denies knowledge of '20 million lines of corrupt data', cannot verify '12,000 cases regarding member payments', and contextualises '16,000 unread emails' as unallocated work items (typical daily volume ~7,500) increased by blackout period logistics.
- MyCSP maintained 100% compliance with all 12 key contractual service levels monthly from June–November 2025, including during PCS industrial action, demonstrating continuity on payment-critical work.
- MyCSP flagged concerns about Capita's readiness in July 2025, developed a contingency plan for extended administration (ready October 2025), and formally restated readiness concerns to Cabinet Office on 24 October 2025.
- MyCSP identifies two systemic lessons: insufficient leveraging of incumbent's 12-year operational knowledge during Capita's discovery phase, and inadequate transition/cutover planning including absence of parallel running and limited dress rehearsals.
Tone
ProceduralTopics
Key actors
Duncan Watson, MyCSP Ltd, Capita, Cabinet Office, Public Accounts Committee, Sir Geoffrey Clifton-Brown MP, Civil Service Pension Scheme, PCS (union)
Notable line
“… throughout the transition period, the MyCSP team worked collaboratively and openly with both Capita and Cabinet OKice.”
Key Quotes
“Scheme. We empathise with the diKiculties many members have faced since the transition of the Scheme to Capita on 1 December”
“There was no contractual agreement specifying a target level of work on hand between MyCSP and Cabinet OKice, nor between MyCSP and Capita.”
“MyCSP is not aware of whether the regular reported work on hand figures were provided by Cabinet OKice to Capita during the transition period.”
“We have no record of '20 million lines of corrupt data' . This figure was never raised to us by Capita, nor by Cabinet OKice, in our regular transition governance meetings throughout the two- year transition period.”
“… all key contractual service levels (i.e. including those with a direct impact on payments) continued to be met during the period of industrial action.”
“Capita's discovery activities did not fully leverage the almost 12 years of experience MyCSP had of running the scheme.”
“We do not believe that these activities were carried out to the level of detail and thoroughness required for such a major transition.”
“MyCSP Board wrote formally to the Civil Service Pension Board on 14 October 2025 and MyCSP wrote to Cabinet OKice on 24 October 2025, restating our concerns that Capita did not appear ready to take on the Scheme.”
Source · parliament.uk record ↗