Committee publication · Correspondence · 1 December 2025
Letter from the Head of Public Affairs and Government Relations at Capita relating to the transition of the Civil Service Pensions Scheme (CSPS), 25 November 2025
From: Public Accounts Committee
Inquiry: Civil service pensions
Summary
Capita's Head of Public Affairs updates the Public Accounts Committee on the Civil Service Pensions Scheme (CSPS) transition scheduled for 1 December 2025. Capita confirms go-live readiness with over 500 FTE staff, enhanced digital features launching by March 2026, and acknowledges three significant legacy backlogs: 132,100 McCloud remediation cases, 74,000+ work-in-progress items (double the contracted figure), and 21,000 voluntary exit transactions requiring dedicated resourcing.
Key findings
- Capita goes live 1 December 2025 with 500+ FTE staff (vs. initial 332 FTE), including 16% increase in contact centre capacity
- Three major operational challenges inherited: McCloud remediation (132,100 cases), Work in Progress backlog (74,000+ items vs. 37,000 contracted), and voluntary exits (21,000 transactions)
- Digital enhancements launching December 2025–March 2026: new gov.uk-standard website, enhanced telephony, Track My Case, Retire Online, and AI-driven automation
- Capita and PCS trade union have reached formal recognition agreement
- Acknowledges backlogs may cause initial spike in complaints and take several months to resolve, with automation and AI adoption as key improvement strategy
Tone
ProceduralTopics
Key actors
Capita plc, Geoffrey Clifton Brown MP, Public Accounts Committee, Cabinet Office, Ross Haynes, Cat Little, MyCSP, PCS trade union
Notable line
“… these three areas may take several months to resolve or vastly reduce back to expected levels and may even potentially lead to an initial spike in complaints”
Key Quotes
“Capita will go live with 332 full time equivalent (FTE) staff, I can update you that Capita will soon have over 500 FTE working to deliver CSPS”
“… the volume of the WIP left by MyCSP will be more than double the previously agreed figure of 37,000 items at the time of contract signature”
“… these three areas may take several months to resolve or vastly reduce back to expected levels and may even potentially lead to an initial spike in complaints”
“Capita and the PCS trade union have held thorough discussions about a formal recognition agreement, and I can confirm that an agreement has been successfully reached”
Source · parliament.uk record ↗