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National coronavirus (COVID-19) diagnostics challenge triage service

We were asked by the Department of Health and Social Care (DHSC) to support the national diagnostics challenge.

As part of the government's 5-pillar coronavirus testing strategy, UK companies have been asked to help build a large British diagnostics industry.

We quickly identified the need to set up a new contact centre service to triage, record, respond, and escalate offers received from companies. 

Within 24 hours we:

  • set up the national coronavirus (COVID-19) diagnostics challenge triage service
  • drafted scripts
  • identified and trained 50 agents
  • integrated our customer management systems with the contact forms on the GOV.UK website

We've since carried out further work to add DHSC processes and systems to the email management system. This means that all offers and contact from companies are recorded in one system and can be easily tracked and managed.

The new service is scalable and flexible so that it can be developed to meet demand as coronavirus testing is increased.