Delivering the UK’s COVID-19 home testing service

NHS

The brief

At the start of the pandemic 40% of frontline staff in NHS organisations were in isolation with unconfirmed Covid-19 symptoms. NHSX challenged us to deliver a home test ordering service incredibly quickly – from scratch. The aim was to ensure the safety of key workers and enable those in isolation to return to work faster following negative Covid-19 test results

Situation

Our delivery team was deployed into a complex multi-department and multi-vendor effort to deliver Covid-19 support services. We worked quickly and within a day, we set the project’s goals and KPIs, identified who was involved in the overall programme and their role/skill sets, and designed end-to-end user journeys and service blueprints

Solution

We led a multi-disciplinary, multi-vendor team to take the idea from infancy to implementation and delivered home testing kits for NHS organisations and key workers in seven days. We conducted diary studies, documenting London Ambulance Service Staff to understand the end-to-end experience for staff.

We implemented service analytics, collecting service performance and user behaviour data, and iterated the service using quantitative and qualitative data sources such as surveys, user testing, service data and contact centre logs.

We also set up a dedicated Assisted Digital contact centre, supporting users with accessibility needs. The service successfully launched around a month later for key workers, accepting orders from the wider public two weeks after launch.

Results

Achieved project target outcome in just 8 days.

Launched a public national digital health service in just one month, completely remotely, helping get

67% of key workers back to the front line faster.

Distributed one million home test kits across the UK in three months.

Adapted and scaled the service from key workers to all UK citizens within two weeks.