MyCSP: Standards
The question
To ask the Minister for the Cabinet Office, how many and what proportion of calls to MyCSP went unanswered in each of the last six months.
Answered by Georgia Gould
The scheme administrator, MyCSP, received on average 30,090 calls into their enquiry centre between December 2024 - May 2025 as shown in the table below. 24% of all calls received were unanswered by MyCSP.
Calls | Dec-24 | Jan-25 | Feb-25 | Mar-25 | Apr-25 | May-25 | Average |
Calls received | 26,034 | 41,877 | 39,688 | 24,531 | 25,557 | 22,850 | 30,090 |
Answered | 20,892 | 29,327 | 30,472 | 18,850 | 18,795 | 17,731 | 22,678 |
Abandoned | 5,142 | 12,640 | 9,215 | 5,681 | 6,782 | 5,519 | 7,497 |
Abandoned% | 19.75% | 30.18% | 23.22% | 23.16% | 26.54% | 24.10% | 24% |
The Cabinet Office has worked with MyCSP to implement recovery plans aimed at enhancing performance within their Enquiry Centre. In response to increased demands, MyCSP has recruited additional staff, and the Cabinet Office is funding 12 full-time equivalents (FTEs) in the Enquiry Centre specifically to address volumes associated with the 2015 Remedy (McCloud judgement) queries.
The Cabinet Office is continuing to stress to MyCSP the importance of meeting contractual performance levels and improving member experience.
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