FACT CHECK
How well has Serco performed contact tracing?
Labour has claimed that “Serco fails to trace 30% of contacts”, but “Local councils trace 97% of contacts”. Angela Rayner, the party’s deputy leader, then made a similar claim two days later.
But because both types of contact tracers are doing different things, direct comparisons need vital context.
“Complex” cases are managed by Public Health England and local health teams, and relate to a particular place where there might be an outbreak, such as a care home or a prison, and therefore require special local attention.
It may also be easier to trace contacts in complex cases. For example, the manager of an office might be asked to close it and inform all staff. When this happens, “all associated contacts will be counted as having been reached and asked to self-isolate," meaning that many contacts might be “reached” without each one being contacted individually by a contact tracer.
By contrast, Serco helps to manage contacts in “non-complex” cases—which are all other confirmed cases in the community. The contacts in these cases have to be reached one by one and may often be passersby with whom the infected person has no way to get in touch.
In data used by Labour, about 20% of the contacts passed to contact tracers did not come with any communication details.
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