Sunk Without a Trace?

Although one always has to be careful with anonymous articles, the account by a writer who has purportedly been on the training programme for the UK's system to trace contacts of people infected by the Covid-19 virus, sends shivers down my spine (https://www.theguardian.com/commentisfree/2020/may/30/boris-johnsons-test-and-tracing-system-britain-lockdown). The author suggests that a) Not even the remotely-based trainers appear to know what they are doing; b) There are numerous problems with the IT equipment that the recruits have; c) People never seem to get answers to their legitimate questions; d) Trainees are currently paid to just sit there and e) It is essentially a script-following exercise of the kind used by call centre staff. How this is a 'world class' system is beyond me. It seems distinctly Heath Robinson (a comical illustrator of improbably amusing equipment). I have little to no confidence that this is anything like the mechanism we need to safely emerge from lockdown. I think 'token' would be a better description.