Coronavirus: test-and-trace callers worked just 1% of paid hours, watchdog finds

Damming report calls for urgent improvements to £22bn system that failed to avert second lockdown

A medical worker takes a swab at a drive-in Covid-19 testing centre in Chessington.
(Image credit: Hollie Adams/Getty Images)

Call handlers for the £22bn NHS Test and Trace scheme worked just 1% of their paid hours during the failed push to avert a second lockdown, according to the government’s spending watchdog.

In a newly published report, the National Audit Office (NAO) says that the low “utilisation rates” of 18,000 call handlers employed in May saw just 32% of people infected with Covid reached by the service over the ensuing months - well below the government’s target of 44%.

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Joe Evans is the world news editor at TheWeek.co.uk. He joined the team in 2019 and held roles including deputy news editor and acting news editor before moving into his current position in early 2021. He is a regular panellist on The Week Unwrapped podcast, discussing politics and foreign affairs. 

Before joining The Week, he worked as a freelance journalist covering the UK and Ireland for German newspapers and magazines. A series of features on Brexit and the Irish border got him nominated for the Hostwriter Prize in 2019. Prior to settling down in London, he lived and worked in Cambodia, where he ran communications for a non-governmental organisation and worked as a journalist covering Southeast Asia. He has a master’s degree in journalism from City, University of London, and before that studied English Literature at the University of Manchester.