"Capita did not deliver the full levels of IT, automation, and portal functionality at go-live. This significantly impacted Capita's ability to manage the volumes of work inherited and the new work delivered since go-live."
"We implemented an exit plan but the legacy contract with MyCSP provided limited commercial levers to manage performance during their final months."
Capita's performance in launching the Civil Service Pension Scheme web portal was below expectations, leading to numerous user issues such as unrecognized passwords and broken links. The UK government awarded Capita £239 million for this project, which supports 1.5 million civil servants. Civil service chief operating officer Catherine Little acknowledged that Capita did not deliver the necessary IT and portal functionality at launch, impacting their ability to manage workloads. Additionally, industrial action at MyCSP contributed to the backlog of cases handed over to Capita.
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