Civil Servants: Workplace Pensions
The question
To ask the Minister for the Cabinet Office, if he will publish his Department's Service Level Agreement with Capita regarding the Civil Service Pension Scheme.
Answered by Satvir Kaur
The Cabinet Office maintains rigorous oversight of the Civil Service Pension Scheme (CSPS) administration contract with Capita. While the Department does not publish the full, granular Service Level Agreement (SLA) documents as these contain commercially sensitive metrics and proprietary service modelling information, the core requirements regarding payment accuracy, timeliness of processing, and complaint resolution are outlined within the contract’s Statement of Requirements to ensure transparency.
These standards are designed to ensure members receive a high-quality service, with financial deductions (service credits) applied should the provider fail to meet these thresholds.
Further information regarding the contract's scope and performance expectations can be found on GOV.UK Contracts Finder at the following link:
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