The telephone system Capita uses in the live service for its operations—including contacting offenders—has been in place since 2005. Since May 2021, there have been six 13 Q 24; C&AG’s report, paras 3.6–3.7 14 Q 36 15 Qq 33, 36 16 Qq 24, 37–38 17 C&AG’s report, paras 2.22–2.23 18 Qq 53–55; C&AG’s report, para 2.23 Transforming electronic monitoring services 11 major system failures and HMPPS told us that on one occasion the system was down for six hours overnight. HMPPS explained that it had contingency plans in place to deal with system failures and that it was not aware of an occasion when an offender had committed a serious offence while systems have been down, as all data are recovered when the system is available again.19 Insights for police forces and the Probation Service