Contact Tracing: Computer Software

Department of Health and Social Care written question – answered on 10th July 2020.

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Photo of Helen Hayes Helen Hayes Shadow Minister (Cabinet Office)

To ask the Secretary of State for Health and Social Care, how many staff are working four hour shifts at any time under the Serco track and trace contract.

Photo of Helen Hayes Helen Hayes Shadow Minister (Cabinet Office)

To ask the Secretary of State for Health and Social Care, how many staff are employed under the Serco test and trace contract.

Photo of Helen Hayes Helen Hayes Shadow Minister (Cabinet Office)

To ask the Secretary of State for Health and Social Care, how many calls on average tracers are making during a four hour shift under the Serco track and trace contract.

Photo of Nadine Dorries Nadine Dorries Minister of State (Department of Health and Social Care)

Holding answer received on 06 July 2020

NHS Test and Trace is supported by a three-tier operating model in England. Tier 3 are call handlers employed by Serco and SITEL and phone the contacts of COVID-19 cases who need to self-isolate.

Serco and SITEL are contracted to provide a level of resource as defined within their contractual terms to ensure tier 3 calls are made seven days per week between the hours of 08:00 – 20:00.

As at the end of June, 18,488 people were employed as Tier 3 call handlers. Serco employs 10,788 people and SITEL 7,700, and all tier 3 call handlers work four hours or more per shift.

Throughout June tier 3 call handlers, on average, made 146 call attempts per hour.

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