TL;DR
Capita has asked users of the new Civil Service Pension Scheme portal to hold off contacting support until new chatbots and contact routes are introduced, after the site launched with widespread errors. The outsourcer says additional digital tools will follow by March; users and a source close to discussions say early traffic and inherited backlogs contributed to the problems.
What happened
Capita, the contractor running the Civil Service Pension Scheme (CSPS), has told members to delay non-urgent contact until planned chatbots and contact channels go live. The CSPS portal, which launched on December 1, greeted some users with login failures, broken or looping links and placeholder text, prompting complaints that the site appeared untested. In a December 17 email seen by The Register, managing director Chris Clements said Capita was focused on delivering improvements and asked that non-urgent enquiries wait until the New Year so the team could prioritise the rollout of the new tools. Capita says the launch followed a system blackout in late November and a heavy initial volume of contacts, compounded by a backlog passed on from the previous provider. The company also outlined plans for more digital automation and AI-driven features, including a Track My Case service and a Retire Online tool due by March.
Why it matters
- The portal supports about 1.7 million scheme members and holds oversight of substantial future pension liabilities, so outages affect many people.
- Relying on chatbots to triage or resolve enquiries may frustrate users who are facing basic access and functionality failures now.
- Early-stage technical issues and high contact volumes can create backlogs that take weeks to clear, delaying routine member needs.
- The episode highlights risks when large public-sector IT transitions go live while user-facing problems remain unresolved.
Key facts
- Capita was awarded a £239 million contract in November 2023 to administer the Civil Service Pension Scheme.
- The CSPS covers about 1.7 million members and manages future pension benefits of around £189 billion, according to the source.
- The new portal went live on December 1 and users reported login failures, broken and circular links, and visible placeholder text.
- Capita asked members in a December 17 email to hold off non-urgent enquiries until new chatbots and contact channels launch in the coming weeks.
- Capita said it experienced a system blackout in the last week of November and higher-than-normal contact volumes in the first two days after launch.
- The company said it inherited a significant backlog from the previous provider.
- Capita plans to introduce a Track My Case feature and a Retire Online service by March, and says it will add automation and AI over time.
- A source involved in discussions between the Cabinet Office and Capita users told The Register that early login traffic likely impeded the system.
- Members were advised to delay routine access until early spring when annual statements are due unless they have a specific issue.
What to watch next
- Whether the chatbots and new contact routes described in Capita's December 17 communication actually go live on the timetable (Capita said 'coming weeks').
- Rollout and adoption of the Track My Case and Retire Online features planned for introduction by March.
- Whether the deployed chatbots and automation resolve the current functional issues or only shift enquiry handling (not confirmed in the source).
Quick glossary
- Outsourcer: A company contracted to provide services previously handled by another organisation or internally, often including IT and administrative functions.
- Chatbot: Software that uses scripted logic or artificial intelligence to converse with users and handle routine queries automatically.
- Portal: A web-based platform that provides users with access to services, personal data and tools related to a specific organisation or scheme.
- Automation: Use of technology to perform tasks with reduced human intervention, often intended to increase speed and consistency.
- Civil Service Pension Scheme (CSPS): The UK pension arrangement covering civil servants and administered for eligible members; the scheme's administration was contracted to Capita in 2023.
Reader FAQ
Why are members being asked to wait before contacting Capita?
Capita's December 17 message asked non-urgent enquiries to wait until new chatbots and contact routes are available so the team could focus on implementing improvements.
When did the new portal go live and what problems were reported?
The portal went live on December 1. Reported issues included login failures, broken or circular links and visible placeholder text.
How many people are affected by the CSPS platform?
The scheme covers about 1.7 million members and manages future pension benefits cited as roughly £189 billion.
Has Capita provided a public update or a comment to the press?
The Register asked Capita to comment; the source notes Capita previously apologised and described blackout and high contact volumes, but further comment was not provided in the source.
PUBLIC SECTOR Capita tells civil servants to wait for chatbots to fix pension portal woes Outsourcer promises customers a service with 'AI at its core.' They just want a website…
Sources
- Capita tells civil servants to wait for chatbots to fix pension portal woes
- Capita tells pension portal users to hold off on complaints
- Capita drafts in Microsoft after 'teething issues' with CSPS …
- Civil Service Pension Scheme transfer: Capita says it has …
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