By Lindsay Clark
Publication Date: 2026-02-17 10:31:00
Capita is banking on Microsoft Copilot to help rescue the backlog of cases it has inherited in taking over the UK Civil Service Pensions Scheme (CSPS).
Speaking to Parliament last week, Chris Clements, managing director of Capita Public Services, said Microsoft’s AI service was scanning initial contact forms and helping the outsourcer examine case documents.
UK government trial of M365 Copilot finds no clear productivity boost
Clements and Richard Holroyd, CEO of Capita Public Services, were questioned by MPs about the thousands of civil service pensioners hit by poor service or struggling to get payments made since the company took over.
Capita took over running the CSPS in December last year after winning a £239 million contract. Scheme members, including around 1.5 million current and former public servants, soon began to complain of unrecognized passwords and usernames, according to online reports. They were forced to create new accounts, which were also…