Capita is planning to have 33 fewer staff in its first year running the Scheme than the 332 MyCSP had at the start of 2025.16 When we queried whether that would be enough to provide the right levels of service to customers, the Cabinet Office told us that it had expected fewer staff to be required as increased automation and technology would enable Capita to operate with less resource. For example, it was assumed in Capita’s plans that 95% of transactions would be automated. However, it is clear that the Cabinet Office no longer expects that to be the case.17 This is because as part of the transition period, Capita has missed milestones for delivering its IT infrastructure and has agreed with the Cabinet Office to produce a simplified IT solution on 1 December 2025 to de-risk delivery, with further functionality currently expected to be deployed by March 2026.18 The Cabinet Office told us that with fewer transactions now expected to be automated than had been initially planned, Capita would need to replan resource levels accordingly.19 Remedy