Member

It is clear in any event that the delivery of the service to civil servants since the transfer on 1 December last year has fallen far short of the required standard. The delays that civil servants have faced in accessing their Civil Service pensions are unacceptable, especially in view of their many years of dedicated public service. That is why I established a specialist pensions recovery taskforce, led by the Second Permanent Secretary at His Majesty’s Revenue & Customs, Angela MacDonald, to take strategic oversight of the scheme’s management. That intervention, which includes a circa 140-person government surge team to bolster operational capacity, is delivering results, including helping Capita to clear 15,000 inherited unread emails. Telephony wait times that averaged more than 90 minutes earlier this year have been successfully brought down to an average of under two minutes.