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Contact Tracing: Computer Software

Question for Department of Health and Social Care

UIN 67711, tabled on 1 July 2020

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

This answer is the replacement for a previous holding answer.

Answered on

10 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.

Named day
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