Capita Deploys Microsoft Copilot To Triage Backlog
Capita is using Microsoft Copilot to triage and summarize incoming contact forms and case documents after taking over the UK Civil Service Pensions Scheme in December last year. The outsourcer told MPs it is managing an inherited backlog of about 86,000 cases affecting roughly 1.5 million members, with call volumes peaking at 25,000 weekly; Copilot is used to prioritize high-detriment cases for human follow-up. The move aims to speed case handling and reduce delays.
Key Points
- 1Uses Microsoft Copilot to scan contact forms and summarize case attachments for staff.
- 2Addresses inherited backlog of 86,000 cases after Capita took over CSPS in December.
- 3Prioritizes high-detriment cases enabling faster human intervention and improved casework triage.
Scoring Rationale
Official parliamentary disclosures and a large affected user base increase significance, but this is an incremental operational deployment.
Sources
Public references used for this report.
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