Question to the Cabinet Office:

To ask the Minister for the Cabinet Office, with reference to the answer of 21 November 2025 to question UIN 90771, what steps he is taking to monitor the performance of the handover of the new Civil Service Pension Scheme contract to Capita, including monitoring and taking action on missed payments to new pensioners and reported errors in the new online portal.

The previous administrator, MyCSP continued to make payments up to and including 1 December. Capita assumed control of the payroll from 2 December and continues to pay pensioners continuously in line with the contractual requirements.

The Cabinet Office is monitoring Capita’s services via ‘Early Life Support’ during December. This involves Capita providing regular updates across different workstreams, offering quick issue resolution and performance monitoring to ensure stability. Once this is completed early in 2026, phase 2 will progress which is Capita increasing the functionality and automation within the portal which will increase the member self serve options. The Cabinet Office will monitor this period for approximately 6 months.

An issue was identified with the new scheme website shortly after launch that caused the website and portal to run slowly. Capita immediately identified the issue and worked with Microsoft to rectify the issue. By 4 December, the website was considerably improved and we now have 37,000 members registered on the member portal as of 5 December.