How to Collect Customer Data for Test & Trace

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As pubs, cafes, and restaurants across England prepare to reopen from Saturday 4th July, the Government has released its guidance on how to reopen safely.

In a move that initially prompted confusion within the sector, the guidance called on hospitality venues to collect and store guests’ data for 21 days to support the NHS’s Test & Trace scheme.

Fortunately, hospitality businesses can use their Epos Now system to participate fully in the scheme, while remaining entirely compliant with relevant data protection legislation.

Update: From Monday, September 14th, groups of more than six people will no longer be able to meet anywhere socially, including pubs, restaurants, and other hospitality venues. The Government has announced that businesses will be fined if they fail to enforce the new measures and maintain COVID-secure spaces. It has also been confirmed that it will be compulsory for venues in England to gather the contact details for the purposes of the NHS Test & Trace scheme.

Why do I need to Collect Guests Data?

The NHS Test & Trace service is in place to limit the spread of COVID-19 by identifying individuals diagnosed with the disease.

To play their part in supporting the initiative, hospitality venues are being asked to gather customer details, and will be expected to pass any necessary data onto the NHS if requested.

What information do I need to collect?

You’ll need to collect information from both your staff and guests - although this is limited to basic contact details.

  • Name
  • Telephone number
  • Date and time of visit

You should also display a notice explaining why you're collecting guests’ data, and make clear that the details you're gathering are being used to support the Test & Trace scheme.

How do I collect Customer Data on my Epos Now POS System?

It’s easy to collect customer data using your Epos Now POS system, and it can be done in a few simple steps:

1) Click “customers” on your front till

2) Click “add new customer”

3) Complete required details (name, phone number, address)

4) Click “add”

By following the steps outlined above, you'll be able to not only save a customer's details in your POS system, but also assign their account to a table so you can track their purchases and know the day and time they visited your venue.

What to do if the NHS contacts you:

The NHS could contact you if a guest has tested positive for COVID-19, in which case you may need to provide the contact details of everyone with whom they may have come into contact - including guests and staff members.

Please follow these steps to track which guests dined at your pub or restaurant on the same day as the person who has been diagnosed with the virus:

1) Go into your back office

2) Navigate to “completed transactions” under reporting

3) Select the date the guest visited your premises

4) Note down names of customers

5) Navigate to “customers” then “customer search” under the “manage” tab

6) Search for customers on your list and click “details”

Once you have your customer's details, you will need to follow any instructions given to you by the NHS Test & Trace Service.

Deleting Customer Data after 21 Days

The Government only requires establishments to hold customer data for a maximum of 21 days.

How to delete customer data from your Epos Now Back Office:

1) Navigate to “Customer Search” under the “Manage” tab

2) Search for the customer you need to find

3) Click “edit” beside their name

4) Click the red “x” to delete

As with all of our guides, we cannot provide definitive advice, and you are advised to read the government guidelines in full and consult ICO (The Information Commissioner’s Office) for full legal guidance.

For more information on the NHS Track and Trace Service, please visit the NHS website.

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