145. CPA5 Ingeus-Deloitte Annex 4

8/3/2019 145. CPA5 Ingeus-Deloitte Annex 4

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Ingeus Deloitte Joint VentureAnnex 4: Organisation Design

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Director ofOperations




1

Ingeus DeloitteHigh-level Organisation Design

Chief ExecutiveOfficer

Director of

Ingeus Centrefor Policy and

Research

Director ofBusinessDevelopment

Senior BusinessDevelopment

Manager

Businessdevelopment

team:Welfare to work

Key responsibilities:

•Strategy development•Strategy articulation•Identification and qualification ofnew business opportunities•Bidding for new opportunities

CommercialDirector

Finance Director

FinancialController

AccountsPayable

team

Treasuryteam

AccountsReceivable team

SystemsAccountant

team

Business Analystteam

Project

Accountantteam

Head ofPartnership

Development

ContractsOfficer

Head of ContractManagement

Senior ContractManagers

PartnershipManager

Supplier QualityImprovement

team

SupplierHelpdesk

Co-ordinator

Businessdevelopment

team:Offenders

Businessdevelopment

team:Skills / training

Business

developmentteam:Health

Key responsibilities:•Research on emergingtrends, opportunitiesand potential marketinnovation•Policy development•Thought leadership•Engagement withGovernment, devolvedadministrations, policyteams and keystakeholders•Corporate SocialResponsibility

Key responsibilities:•Management of businessdevelopment teams

Key responsibilities:•Content development•Bid drafting•Strategic supplier relationships

Notes:

•This chart shows a high-level overview of the management structures of Ingeus Deloitte•This chart consists of four pages – they are intended to be laid out sequentially left to right•The chart is not intended to indicate seniority / grade level or the number of staff in each team orrole.•Key responsibilities shown are high-level only and are drawn from detailed role profiles




Purchasingteam


•Commercial relationship with DWP•Overall DWP contract performance•Strategic financial management

• Build and manage supply chain• Management and performance of sub-contractors• Legal

Key responsibilities:•Financial performance•Financial accounting•Financial monitoring and reporting

Key responsibilities:•Overall financial control

Key responsibilities:•Efficient and effectiverecording, monitoring andpayment to creditors

Key responsibilities:•Cash management•Relationship with funders

Key responsibilities:•Efficient and effectiverecording, monitoring andpayment from debtors


•Centralised purchasing•Optimising costs

Key responsibilities:•Finance input to specificationand live running of financesystems

Key responsibilities:•Modelling support for newbusiness team•Analysis for Operations

Key responsibilities:•Accounting for individual

projects – design andimplementation phases

Key responsibilities:•Initiates and manages Partner Network•Contract negotiation and drafting•Supplier selection

Key responsibilities:•Contract drafting•Contract implementation

Key responsibilities:•Partner Networkdevelopment support•Supplier selection support

Key responsibilities:•Contract negotiation and drafting•Supplier selection•Supports Partner Network

ContractManagers


•Management of individual contracts•Relationship management with contractmanagers in individual suppliers•Reports directly to Regional Directors

Key responsibilities:•Capability and capacitybuilding•Quality improvement

Key responsibilities:•Co-ordinator of inboundcalls and queries fromsuppliers

Indicates secondary reporting line

Connectto A



2

Head ofCommunications

PRteam

Marketingteam

Knowledge andInnovation

team

Director ofHumanResources

Head of HR

HR Managers

HR Advisors

HRAdministrators

L&D Manager

L&D Advisors

L&D Trainers

L&D Officer

Head of HRAnalysis and

Strategy

Director ofQualityPerformance

Deputy Head ofQuality

Performance

QP Advisorteam

QA auditors

Risk manager


•PR strategy and execution•Marketing strategy and execution•Internal communications


•People strategy•People performance•Recruitment / TUPE


•Compliance•Risk•Anti-fraud strategy and execution•Diversity and equality champion

Key responsibilities:•PR strategy•PR execution

Key responsibilities:•Marketing strategy•Marketing execution

Key responsibilities:•Internal communication•Maintenance of intranet andinnovation portal

Head of Learningand

Development

Key responsibilities:•HR Strategy•Analysis of HR andpeople data

Key responsibilities:•Management of the HRteam

Key responsibilities:•Internal L&D•Client-facing L&D

Key responsibilities:•Internal L&D strategy•Training Needs Analyses•Individual L&D planning

•L&D content and material•L&D sourcing•Client-facing L&Dstrategy•Client-facing L&Dsourcing•Client-facing L&Dmaterial development andimprovement

Key responsibilities:•HR support to regionalOperations•Performancemanagement support•Recruitment•Payroll•HR administration

• Retention• Learning and development• Diversity policy and implementation

Key responsibilities:•Management of the QP,QA and risk teams

Key responsibilities:•Develop QA framework•Quality control

Key responsibilities:•Quality assurance•Internal audits / spotchecks

Key responsibilities:•Risk strategy•Risk mitigation•Anti-fraud policies andmanagement

Connectto B

Connectto A



3

Head of PMOand Facilities

Work ProgrammeImplementationDirector

ProjectManager

ProjectManager


•Project Management•Facilities•Health and Safety•Sustainability and environment


•Implementation of Work Programmecontracts•Operating model implementation

Key responsibilities:Projects will be created on an ‘as-needed’ basis to enable maintenance

of BAU performance without distractingoperational managers, including•Project management for businesschange projects•Project management for businessassociated with new business

Work ProgrammeProject

ManagementOffice

Facilities andProperty team

Health andSafety Officer

Key responsibilities:•Property strategy•Facilities management•Disaster recovery

Key responsibilities:•Health and safety strategy•Health and safety policy•H&S monitoring and control

Key responsibilities:• Includes Project Managers by CPA• Capabilities include tracking,contingency planning, risk and issuemonitoring.

Chief InformationOfficer

IT ServicesManager

1st line support

2nd line support

3rd line support

IT SecurityManager

EnterpriseArchitect

team

IT systemsteam


•IT strategy•IT delivery•Management of IT sub-contractor relationships

Key responsibilities:•Infrastructure supportengineers

Key responsibilities:•IT Desktop engineers

Key responsibilities:•IT Service Desk analyst•IT Service Desktechnician

Key responsibilities:•Day-to-day IT delivery andservices

Key responsibilities:•IT security strategy•IT security policy•IT security monitoring

Key responsibilities:•IT architecture•Applications development•IT projects

Key responsibilities:•IT systems development

Connectto C

Work ProgrammeImplementation

team

Key responsibilities:•Implementation for Work Programme inawarded CPAs•Includes Property, IT, HR, RegionalOperations Directors and the ChangeDirector

Connectto B

















Director of

Operations

Director of

Operations

4

Chief OperatingOfficer

Referralprocessing

Team (PRaP)

Head ofContinuous

Improvementteam

Head ofPerformance and

Analysisteam

National Head ofEmployer

Partnerships

Director for theNorth East

Operations

Managers

DeputyOperationsManagers

SpecialistHealth Advisors

Group Facilitators

RegionalEmployerServicesteams

EmploymentAdvisors

Head of In-Worksupport team

(Ingeus CareersAcademy)

National Operations Team

1st line CustomerSupport Co-ordinators

2nd line In-WorkAdvisors

Administrators / receptionists

Head ofHealth

professionalsteam


•Management of healthprofessionals•Career development

•Input to L&Drequirements

Key responsibilities:•Employer strategy

•Employer engagement

•Development of

Employer NetworkNational accountmanagement

NationalEmployer

Services team


•Timely and accuratecompletion of referraldata

•PRAP monitoring andassurance


•Identification of bestpractice across CPAregions (Ingeus andsuppliers)

•Customer complaints

•Review of innovation

ideas•Piloting

•Design and

implementation of new / improved processes


•Analysis of MI data•MI specification•Identification ofperformanceimprovement issues

and opportunities


•Operational delivery•Operational performance•Employer relations•Continuous improvement of process, people and technology


•Office administration•Support for PRAPreferral s•‘Meet and greet’ for clients


•Employer engagementin each CPA•Understanding of localemployer requirements

•Liaison with nationalteam as appropriate

•Teams are made up ofEmployer AccountManagers andEmployer Services

Managers


•Delivery of clientgroup work duringDiagnosis, Boost, JobSearch, Re-Energiseand Engage modulesas appropriate


•Delivery of ConditionManagement support•Specialist healthsupport to clients asrequired


•Face-to-face andpersonalised supportfor clients•Advisors mayspecialise by moduleor customer group as

appropriate•Includes members ofthe Placement Team


•Support to clients whofall out of work•The job description forthis role is the same asthe In-Work Advisor inthe Careers Academy.

Key responsibilities:•Delivers IngeusAcademy

•Overall managementof the in-work support

teams


•Inbound calls fromclients on generalissues

•Outbound calls toreview progress

Key responsibilities:•Specialist support toclients in-work,

•Debt advice, health

management supportand career advice

Connectto C

Senior ContractManagers

ContractManagers

Senior regional team inCPA shown overleaf

Regional Head ofEmployer

Partnerships

OutreachAdvisors


•Many of the sameresponsibilities as

Advisors, but with aparticular emphasison:

•Building relationships

with community-basedorganisations;•Ability to conductgroup presentations

•Ability to work

peripatetically


Rapid Responseteam

(In-Work Advisor)



5

Director forthe North

East

REDACTED

Regional

Employer

Servicesteam

Head of In-Worksupport

team(Ingeus –

Deloitte

CareersAcademy)

Rapid

Responseteam

SeniorContract

Manager

ContractManager

Ingeus DeloitteDetailed Organisation Design for the North East

ContractManager

DeputyOperations

Manager

DeputyOperations

Manager

DeputyOperations

Manager

DeputyOperations

Manager

DeputyOperations

Manager

Regional Head

of EmployerPartnerships

Senior Contract Managers and Contract Managersinterface with and are accountable for the performanceof providers. Slides 7 – 10 set out how we will interact

with our Lead Providers in this CPADeputy Operations Managers manage members of the

regional Employer Partnership team, health professionals,administrators / receptionists, advisors, group work

facilitators and members of the Rapid Response team.Numbers in this CPA employed by Ingeus at the contract

start date are shown below

REDAC

TED

Administrators

/ receptionists

REDAC

TED

Employment

Advisors

REDAC

TED

Group

Facilitators

REDACTED

Notes:

•This chart shows a more detailed view of the actual structure in the North East CPA, including theplanned numbers of Operations and Deputy Operations Managers in areas where Ingeus willundertake delivery itself•All staff numbers are rounded up to the nearest 0.5

•Figures represent peak head countIndicates secondary reporting line

Outreach

Advisors

REDAC

TED

REDAC

TED

REDAC

TED

Specialist

HealthAdvisors

DeputyOperations

Manager

OperationsManager

OperationsManager

In-Work

Advisor/

CustomerSupport

Coordinator

REDACTED



Chief OperatingOfficer

Director forthe North East

OperationsManagers

DeputyOperationsManagers

Specialist HealthAdvisors

Group FacilitatorsEmployment and

OutreachAdvisors

Rapid Responseteam

Administrators / receptionists

Chief ExecutiveOfficer

Head ofPartnership

Development

ContractsOfficer

PartnershipManager

Supplier QualityImprovement

team

SupplierHelpdesk

Co-ordinator

Ingeus DeloitteStakeholder and supplier engagement – summary of key responsibilities

Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities

• Strategic relationship management at Senior

Executive level with Public Sector stakeholders(e.g. DWP, Jobcentre Plus, BIS, MoJ, Local

Authorities, etc.)

• Strategic relationship management at ChiefExecutive level with employers and national

trade bodies (e.g. CBI, etc.)

• Sits on Third Sector Advisory Panel

• Interfaces at CEO level with charities and theThird Sector

• Strategic relationships with key suppliers at

CEO level


• Strategic relationship management at SeniorOperating Officer level (e.g. Jobcentre Plus,

Local Authorities, strategic trade bodies, etc.)

• Engagement with DWP Account Management

Team

• Sits on Third Sector Advisory Panel

• Interfaces at COO level with charities and the

Third Sector

• Strategic relationships with key sub-contractors


• Provide strategic leadership across the CPA

• Chairs the Regional Advisory Board and hosts

quarterly Stakeholder Network forums

• Engagement with JCP regional Customer

Service Directors

• Engagement with the regional LEP

• Engagement with senior representatives from

local authorities, including NorthumberlandCounty Council and Middlesbrough Council

• Work with key local employers - Derwent Valley

Foods, Nissan and interfacing with Deloitte’sPractice Senior Partner for the North East

• Responsible for all Ingeus and sub-contractorperformance across the CPA


• Engagement with JCP District Managers

• Engagement with representatives from Local

Authorities

• Engagement with representatives from

Education, Probation, Health and Housingsectors, including community health teams

• Practical advice and support to sub-contractor

site managers


• Engagement with individual JCP offices

• Engagement with representatives from

Education, Probation, Health and Housing

sectors, including community health teams

• Practical advice and support to subcontractorstaff

Sub-contractor / third sector responsibilities

• Leads sub-contractor management teamsthrough implementation

• Provides development support, particularly toSME , voluntary organisations and an

Accessible Community Expert


• Day-to-day interaction with suppliers duringimplementation phase, including contract

support


• Builds strategic supply chain

• Identifies new capacity

• Administration of due diligence processes pre-

contract


• Manage performance of sub-contractors againstKPIs

• Conduct monthly progress meetings and formal

Quarterly Review meetings


• Receives and manages in-bound queries fromsuppliers

• Distributes supplier updates, guidance, etc.


• Sets and reviews performance benchmarks

• Maintains relationships with key suppliers

• Attends Quarterly Review meetings for key

suppliers


• Shares best practice across suppliers

• Drives Continuous Improvement and supports

capacity building


• Day to day interactions with local JobcentrePlus offices

• Referring customers to local provision

Notes:

•This chart summarisesthe key stakeholder,supplier and voluntarysector engagementresponsibilities

Head ofEmployer

Partnerships

Head of ContractManagementContract

Managers

EmployerPartnership

co-ordinators


• Develops and implements the EmployerEngagement Strategy (owned by the Head of

Employer Partnerships)• Works with JcP Employer Engagement teams

• Close working and support for equivalent sub-contractor employer teams


• Commercial relationship management at Senior

Executive level with Public Sector stakeholders(e.g. DWP, Jobcentre Plus, BIS, MoJ, Local

Authorities, etc.)

• Responsible for overall supply chain strategy

and performance of sub-contractors across allcontracts

CommercialDirector



Senior Contract

ManagerTBC

OperationsManagers

TBC

Operations

ManagerREDACTED

Durham –REDCATED

Consett - REDACTED

Chester-le-Street –

REDACTED Consett – REDACTED

Bishop Aucklandn - TBC

Peterlee - TBC

AdvisorsAdministration

staff Receptionists

Ingeus DeloitteOrganisation DesignStakeholder and supplier engagement – contacts for end-to-end suppliers

Notes:•This chart shows the specific contacts fornamed individuals in all end-to-end suppliersproposed for this CPA

Regional Head ofEmployer Liaison

TBC

Quality

Performance / Continuous

Improvement team

REDACTED

CEO / COOREDACTED

ContractAdministrator

TBC

CEO / COOREDACTED

Interfaces

with



Senior Contact

ManagerTBC

OperationsManagers

TBC

Operations

ManagerTBC

Site Manager

Darlington

TBC


staffReceptionists



Regional Head of

Employer LiaisonTBC

Quality


Improvement team

REDACTEDERED

MDREDACTED


TBC

CEO / COOREDACTED

Interfaces

with

Site Manager

Middlesbrough

TBC


staffReceptionists

Site Manager

HartlepoolTBC


staffReceptionists



Senior Contract

ManagerTBC

OperationsManagers

TBC

Operations

ManagerREDACTED

Alnwick

REDACTED


staffReceptionists



Regional Head ofEmployer Liaison

TBC

Quality


Improvement team

REDACTEDRED

MDREDACTED


TBC

CEO / COOREDACTED

Interfaces

with

BerwickREDACTED


staffReceptionists

145. CPA5 Ingeus-Deloitte Annex 4

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