We asked the Cabinet Office what in the current contract was limiting it from holding MyCSP to account for its performance, and what lessons had been learned going forward with Capita. The Cabinet Office responded that the new contract with Capita now contains service-focused key performance indicators, and that failures against all performance indicators can now incur more severe financial penalties the longer underperformance goes on for. It also added that it will have access to a shared data repository with Capita, which would in future be an essential part of managing Capita’s performance.29 We queried whether the Cabinet Office considered the size of the financial penalties applied to MyCSP throughout the contract proportionate given the poor service that members had received at times. The Cabinet Office said that the financial penalties were one of many levers it used to encourage better service from suppliers, and that it wanted to use them “in combination with strategic and wider government leverage.”30