Committee publication · Correspondence · 23 March 2026
Letter from the Managing Director of Capita Pension Solutions relating to an update of the civil service pension scheme, 20 March 2026
From: Public Accounts Committee
Inquiry: Civil service pensions
Summary
Capita Pension Solutions reports to the Public Accounts Committee on progress clearing inherited backlogs and delivering the new Civil Service Pension Scheme. The letter updates the committee on technology rollouts (Track My Case, Annual Benefit Statements, member chatbot), contact centre performance improvements, and clearing priority cases. Capita commits to restoring normal service levels by end of June 2026.
Key findings
- Over 250,000 members registered accounts on the portal since 1 December 2025; Track My Case feature launched 18 March enabling case status visibility.
- Annual Benefit Statements rolled out week of 16 March; member chatbot live from 20 March 2026 to handle queries.
- Contact centre answered over 70% of calls within 30 seconds in week of 16 March; average speed of answer improved 24% week-on-week to 1 minute 28 seconds.
- Death-in-service and ill-health retirement priority cases reached normalised service levels by 28 February and 6 March respectively; 6,078 lump sums paid by 8 March 2026.
- Capita prioritises commencing monthly pension payments for members who received lump sums, assessing 20,585 pension quotations, and handling divorce statement requests.
Tone
FactualTopics
pensionspublic-administrationdigital-servicescivil-service
Key actors
Chris Clements, Sir Geoffrey Clifton-Brown, Capita Pension Solutions, Cabinet Office, Public Accounts Committee
Notable line
“Capita remains fully committed to restoring all aspects of the Civil Service Pension Scheme administration to normal service levels by the end of June.”
Key Quotes
“Track My Case feature, enabling members to view the status of their cases/query online. This service provides greater transparency, allowing members to see the progress of cases currently being worked on.”
“… for the first time, members who have multiple periods of service in the civil service will have access all information about their pension digitally.”
“The combination of targeted reduction of the inherited backlog, strengthened contact centre performance, and improved member-facing digital services will deliver a sustainable return to the level of service members rightly expect.”
Source · parliament.uk record ↗