The NHS Business Services Authority provided contact centre support for phase 1 of the NHS COVID-19 contact tracing app.
Our contact centre was open 24 hours a day for users on the Isle Of Wight who were symptomatic and needed to order a home test kit. We linked user addresses with the delivery coordinators on the island so that test kits could be delivered to their homes.
We also played a key role in providing customer insight into the app. Our digital and social media team worked with the programme delivery team to listen, review and respond to app feedback.
When the app was launched to the rest of the UK, our contact centre support was replaced by a digital home test kit delivery service. We do still provide social media management support during the UK-wide phase.