From the Guardian:

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

According to the UK’s National Audit Office more than three-quarters of civil service pension records – 1.25m – are incomplete or incorrect, which it says has caused hardship and distress to many pensioners.

The NAO office report cites:

• Systems capabilities not being in place to deal with processes and data on payroll and pensions
• A lack of data governance and oversight
• A lack of any methods to track benefits and other KPIs

This case has been cited by critics as a “text book case” of how not to reform public services.

The full NAO Audit report can be found here: https://www.nao.org.uk/report/investigation-into-members-experience-of-civil-service-pension-administration/