"The service went live on December 1 last year, greeting members with strings of errors and malfunctions. Unrecognized passwords and usernames, broken and circular links were among the problems while the website appeared unfinished and untested, with headers and other features displaying dummy text. In an email to members dated December 17 - seen by The Reg - managing director Chris Clements said Capita was "working tirelessly to deliver the experience" they expect."
""By March, across CSPS, we will have introduced a raft of intuitive digital tools all aimed at giving you more transparency and control. A new Track My Case service in the portal will provide real-time visibility of your case's progression, while the new Retire Online will give support in planning and managing retirement more efficiently," Clements told members. "As the service matures, further automation and AI will improve accuracy and speed, enabling you to access more information and complete more tasks"
Capita was awarded a £239 million contract in November 2023 to run the Civil Service Pension Scheme, covering 1.7 million members and future benefits around £189 billion. The new CSPS portal went live on December 1 and exhibited numerous failures, including unrecognized passwords and usernames, broken and circular links, unfinished pages and dummy text. Members received an email on December 17 asking that non-urgent enquiries be deferred until new chatbots and contact channels launch in the New Year. Capita described the transition as the largest ever for a public sector pension scheme going live on time and promised AI-driven tools such as Track My Case and Retire Online by March.
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