Andrew Coates, Head of the IT Operations Centre at NHS Digital, is responsible for the live, day-to-day service provided by NHS Test and Trace. This covers everything from the moment a member of the public visits a webpage to get a test, to them receiving their test results.
“We have built a committed and knowledgeable service integrator team who deal with any incidents that come in on a day-to-day basis,” he says. “In theory it sounds quite simple, but it’s a rather complicated journey due to the number of different suppliers and interoperable systems involved.”
The setup of multiple different services within short timescales, and the fast pace of change across the services has led to some technical incidents. The service integrator team have worked across all suppliers to ensure these incidents are resolved efficiently and effectively to mitigate any impact to people using the testing service.
The team also co-ordinate and work collaboratively with all providers to deliver continuous service improvements, which have resulted in increases with the availability of the service, and a reduction in the number of high severity service incidents.
“We are delivering a stable, useable service that is making a difference for millions of people,” says Coates.