The Cabinet Office has not demonstrated it has sufficient capacity and capability to manage the MyCSP contract effectively and has now failed on two occasions to adequately manage the transition from one supplier to another. The Cabinet Office accepts that the terms of the contract with MyCSP does not enable it to hold MyCSP to account for its performance, despite having made multiple changes to the contract over its lifetime. For example, despite MyCSP’s mixed performance record, the Cabinet Office has only successfully applied two fines of total value of around £260,000 over the course of the contract, against a total contract value of around £238m. Additionally, this is the second time the Public Accounts Committee has seen the Cabinet Office fail to manage the successful transition from one administrator of the Scheme to another without a drop in performance levels during that period. MyCSP’s poor customer service record over the last two years mirrors the same drop off that Capita was responsible for when it was handing elements of the Scheme administration over to MyCSP in 2014. recommendation The Cabinet Office should set out in its Treasury Minute response: a. how it intends to ensure that it has appropriate commercial capacity and contract management skills such that it can hold the administrator to account; and b. what measures it intends to put in place to ensure adequate customer service from suppliers in the transition period between contracts. 3