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Contact Tracing for COVID-19

This overview outlines Serco’s approach to support State and US Federal health agency contact tracing initiatives using our off-season surge employee capacity. 

Serco Inc. has 2,200+ security cleared employees deployed in Arkansas, Oklahoma, and Kentucky across the Centers for Medicare & Medicaid Services (CMS) currently supporting enrollment in the Affordable Care Act.  These individuals are trained and experienced in collecting sensitive personal information and they understand the nuances of gathering this information over the telephone. Serco stands ready to deploy our staff to launch a proactive outbound campaign to identify and contact individuals that may have unknowingly been exposed to COVID-19.

Serco is in a unique and extremely appropriate position to be able to react quickly with minimal retraining of existing staff, and launch a proactive outbound campaign to support contact tracing efforts in the US and limit the spread of COVID-19. Under the scope of our current work with CMS, Serco is currently performing 4,500,000 outbound calls annually. These calls are similar in nature to those needed for contact tracing. We can leverage this capability, as well as our proven trainable in-situ workforce and adaptable pre-defined call scripts, to reach individuals possibly exposed to COVID-19.

Step-by-Step Contact Tracing

Rapid Response, Rapid Recovery

Contact tracing is a fundamental part of outbreak control that is increasingly being used by public health professionals around the world. While technology can help identify those at risk, proactive and expedient outreach measures to seek out and engage people serve as an invaluable tool in the COVID-19 fight.

Our telephony-based contact tracing approach is designed to be scalable and flexible to meet the changing needs of a pandemic response.  Working with public health officials, we can use the same public health data and focus outreach where it is needed the most. Additionally, our experience working with CMS gives us a unique understanding of how to quickly scale large organizations but also doing so in an environment that requires Federal oversight and deals with sensitive personal information.

Examining Global Practices

Several countries have launched coordinated, multi-tier approaches to implement contact tracing measures. There is considerable opportunity to leverage these experiences and develop CDC/HHS–centric solutions built on proven experiences and technology. These procedures are designed to support healthcare professionals and give proper guidance to those that may be infected, along with helping identify additional people that have been exposed.

Contact tracing is a critical capability to enable safe reopening of economic activity and daily life as part of a comprehensive response to the COVID-19 pandemic. Recent Federal Government estimates have identified a need for up to several hundred thousand tracers to be sourced, trained, and provided with the technology to do their jobs effectively. Serco is a global leader in healthcare services that can assist State Governments in quickly standing up a contact tracing program customized to Federal, State, or local needs.

Field Tested Contact Tracing Solution

Serco will bring an effective contact tracing program for US public health agencies that can help connect with people that have suspected and confirmed cases of COVID-19 infection. We can offer appropriate non-medical counseling and help identify and contact each person they may have transmitted the disease to and encourage them to take appropriate steps depending on their situation.  A depiction of our contact tracing approach is highlighted in Exhibit 1.

Solutions Overview

Serco’s approach combines a multi-tier model to work in collaboration with clinicians and front-line professionals to address immediate medical requirements as well as longer-term contact tracing, as shown in Exhibit 2. This multi-tier model is coupled with a fit-for-purpose architecture and workflow customizable to meet the evolving needs of the COVID-19 response.

Serco is a trusted partner providing technical and advisory services in support of mission-critical programs and contingency planning operations for Federal, State, and local agencies. Our history of standing up programs serving tens of millions of citizens globally demonstrates our experience to respond to rapidly evolving client needs during crisis.

To ensure every Serco program delivers to the highest quality standard possible, this engagement will be supported by the Serco Management Service layer. This provides the framework and governance to deliver a complete capability of well-trained people, supported by leading technology and fit-for-purpose workflows and processes.

Additional Government Benefits

Serco can leverage available CMS facilities (over 200,000 square feet) and infrastructure along with our available surge staff which are pre-cleared to operate and work with sensitive PII/PHI. This assures the Government of quality throughout all contacts – including adherence to client-approved scripts, confidentiality, data integrity, and cultural sensitivity. Our systems are already designed to safeguard such information. Staffing model will include training on pre-approved call center scripts supplied by CDC/HHS and/or State agencies. Serco has been devoted to designing, developing, and delivering innovative learning and performance support solutions across the globe for both internal and external clients for over 40 years. We will develop and implement contact tracing training in accordance with CDC published guidelines at https://www.cdc.gov/coronavirus/2019-ncov/php/contact-tracing/index.html.

The Government is assured voice, SMS, email, web, and chat communication are all integrated. Serco has a multi-channel technology access layer to provide secure and integrated communications for citizens. We have the supply chains to ramp up staffing, and ability to flex up or flex down to the requirements, including web-based call routing to allow home/tele work where required. Serco stands ready to work with responsiveness, commitment, and integrity as partner to the States and the US Government to thwart the COVID-19 pandemic.

Francis Moody
Vice President, Case Management

Serco Inc.
12930 Worldgate Drive, Suite 600
Herndon, VA 20170