"Caseworkers get a copilot [to] read all the attachments and documents for a case, and that gives them a summary at the start. You look at the end-to-end handling time of a case, and you go through and you evolve and improve every step along the way. That's the process that we are starting to undergo now [and is a] core part of driving productivity."
"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. Clements and Richard Holroyd, CEO of Capita Public Services,"
"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 unrecognized. Broken and circular links in a portal that appeared unfinished and untested also frustrated users."
Capita took over operation of the UK Civil Service Pensions Scheme (CSPS) in December after winning a £239 million contract and inherited a backlog of 86,000 cases. Around 1.5 million current and former public servants are scheme members. Members reported account failures, unrecognized passwords and usernames, forced creation of new accounts, and broken portal links. Capita and the Cabinet Office apologized in January and promised interim support measures. Capita is deploying Microsoft Copilot to scan initial contact forms, read attachments, and provide summaries to caseworkers. Capita executives were questioned by MPs about pensioners suffering service failures and delayed payments.
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