Overview
- Capita failed to meet the government’s end-of-June recovery milestone to restore Civil Service Pension Scheme administration to contract levels, a shortfall confirmed by the Cabinet Office.
- The missed deadline follows months of transition problems after Capita took over 1.7 million member records from MyCSP on 1 December and an earlier missed April milestone.
- Thousands of individual cases remain unresolved, including more than 6,700 past-retirement quotations and about 4,100 bereavement cases, leaving some pensioners without payments or retirement quotes.
- Front-line staff and the PCS union say workers were pressured to upload large volumes of data into live systems with known validation faults, creating risks to data accuracy and member payments.
- The government has sent a 140-plus surge team to help Capita, is withholding nearly £10 million in payments, will deploy independent auditors and appoint a remedial adviser at Capita’s expense, and is considering future insourcing while warning against abrupt contract termination.