MyCSP

m_c_s

One would assume that most staff from MyCSP would just be re-employed by Capita or at least retained for a period of time after Sep 2025 to allow appropriate transition. So not sure how there is going to be any meaningful improvement or change in performance that some are currently experiencing (3 to 6 months delay in responding to queries).
It will be interesting to see exactly what Capita's proposal to use Generative AI means to the 'customer experience' but this is unlikely to solve any of the difficult issues with data discrepancies or improper data entries from employers for example; I imagine many issues like these will still need human intervention. 

Universidad

m_c_s said:

It will be interesting to see exactly what Capita's proposal to use Generative AI means to the 'customer experience'

Chatbots. It's always chatbots.

DE_612183

Universidad said:

m_c_s said:

It will be interesting to see exactly what Capita's proposal to use Generative AI means to the 'customer experience'

Chatbots. It's always chatbots.

In my experience chatbots can onbly answer simple questions or direct users to "help" pages - the majority of questions that MyCSP will encounter will not be simple and therefore the chatbot is mpore likely to frustrate than actually help...

Universidad

DE_612183 said:

In my experience chatbots can onbly answer simple questions or direct users to "help" pages - the majority of questions that MyCSP will encounter will not be simple and therefore the chatbot is mpore likely to frustrate than actually help...

But it's cheaper, and you can game the stats to show great response times.

NedS

Universidad said:

DE_612183 said:

In my experience chatbots can onbly answer simple questions or direct users to "help" pages - the majority of questions that MyCSP will encounter will not be simple and therefore the chatbot is mpore likely to frustrate than actually help...

But it's cheaper, and you can game the stats to show great response times.

So your choices are:

1. Listen to the engaged tone or sit in a call queue for 30-60mins before being cut off, or

2. Actively engage with a Generative AI that is unable to help with your query.

Meanwhile, employing more staff to deal with queries is not an option as the contractor bid so low to get the contract, they now have no real hope of delivering any kind of service in a meaningful timeframe.

So yes, achieving a 100% success rate for calls answered (by a chatbot) within 10 seconds is probably appealing to management.

xylophone

Not MyCSP or Capita but another organisation suffering from lack of expertise and sound management, not to mention the dreaded (by

 customer, naturally, rather than employee) "working" from home....

https://www.thisismoney.co.uk/money/bills/article-12970489/HMRC-gold-standard-total-shambles.html

horsewithnoname

xylophone said:

Their service has deteriorated lately, 

Well..... see this dated  11/2/16

https://www.theguardian.com/public-leaders-network/2016/feb/11/mycsp-government-pension-scheme-civil-service

Government watchdog blames lack of data and bad governance for poor performance by MyCSP and delays in payments for thousands of pensioners

It had got better a couple of years back, but has regressed lately. 

Still, capita are taking over, so heaven help us all. 

horsewithnoname

xylophone said:

Not MyCSP or Capita but another organisation suffering from lack of expertise and sound management, not to mention the dreaded (by

 customer, naturally, rather than employee) "working" from home....

https://www.thisismoney.co.uk/money/bills/article-12970489/HMRC-gold-standard-total-shambles.html

This article has been written with an agenda and it is mostly nonsense. You have to work whether at home or in an office because it is all monitored, and as many people are in different offices to their managers, the locations don’t really matter. Anyway, the offices are no where near big enough to accommodate all the staff all the time, so working (and yes, it does mean working) from home is needed because the new offices were deliberately built with low capacity. 

And if any organisation cuts staff while the number of “customers” has increased, well what do you expect. Better employers are what’s required. 

german_keeper

Sapper901 said:

Knowing full well how incompetent and useless government bodies can be, especially HMRC, I returned the forms Tracked 48. I remember checking later and Royal Mail confirmed they had been received.

You may well be right about useless government bodies, maybe all the completely useless people in the country have found their way into the public sector. But what relevance does that have to a company  in the wealth creating private sector?

Suzycoll

Lyncroft said:

I gave 4 months notice and the pension and lump sum got paid on time. I had to keep at them though to make sure everything was being processed. Over the years I went to great trouble sorting out incorrect data they held on length of service,etc. It is a stressful time so the OP has my sympathy.

I believe MyCSP have lost the contract and from Sept 2025 it will be administered by...........CAPITA.

Sorry to hear of CP pension predicament.
I am not able to offer any help but re above (Capita).
Not looking forward to that as it's bad enough now