MyCSP: Telephone Services
The question
To ask the Minister for the Cabinet Office, what assessment he has made of call-handling capacity at MyCSP and what action is being taken to reduce waiting times for members seeking assistance.
Answered by Anna Turley
As of Monday 1 December, MyCSP is no longer the contracted administrator for the Civil Service pension scheme. The new contract was awarded to Capita. To support the transition, Capita has employed an additional 194 staff over and above the workforce transferred from MyCSP. This has seen a 60% increase in the capacity of the customer contact centre.
The Cabinet Office has secured a robust contract containing strict performance levers; this includes financial penalties should Capita fail to answer calls within agreed timescales. A comprehensive governance structure is fully operational and reporting via oversight groups to ensure performance remains consistent with these contractual requirements.
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