366. CPA16: Ingeus-Deloitte - PTD Org Chart

8/3/2019 366. CPA16: Ingeus-Deloitte - PTD Org Chart

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Ingeus Deloitte Joint Venture

Organisation Design CPA 16

Part 5.2 (3)

I should like to clarify minor aspects of my offer to deliver the Work Programme in CPA 16submitted in the tender document of 13th April 2011. I agree should my clarification be accepted

by DWP, I will be bound by all the details contained in the original proposal pack and to the

additional points below.

Signed:REDACTED

In the capacity of: Chief Executive Officer

Name of organisation: Ingeus UK Ltd

Date: 10th May 2011

Note: Please scale to fit when printing


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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 developmentStrategy articulationIdentification and qualification ofnew business opportunitiesBidding 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 marketinnovationPolicy developmentThought leadershipEngagement withGovernment, devolvedadministrations, policyteams and keystakeholdersCorporate SocialResponsibility

Key responsibilities:Management of businessdevelopment teams

Key responsibilities:Content developmentBid draftingStrategic supplier relationships

Notes:

This chart shows a high-level overview of the management structures of Ingeus DeloitteThis chart consists of four pages they are intended to be laid out sequentially left to rightThe 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 DWPOverall DWP contract performanceStrategic financial management

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

Key responsibilities:Financial performanceFinancial accountingFinancial monitoring and reporting

Key responsibilities:Overall financial control

Key responsibilities:Efficient and effectiverecording, monitoring andpayment to creditors

Key responsibilities:Cash managementRelationship with funders

Key responsibilities:Efficient and effectiverecording, monitoring andpayment from debtors


Centralised purchasingOptimising costs

Key responsibilities:Finance input to specificationand live running of financesystems

Key responsibilities:Modelling support for newbusiness teamAnalysis for Operations

Key responsibilities:Accounting for individual

projects design andimplementation phases

Key responsibilities:Initiates and manages Partner NetworkContract negotiation and draftingSupplier selection

Key responsibilities:Contract draftingContract implementation

Key responsibilities:Partner Networkdevelopment supportSupplier selection support

Key responsibilities:Contract negotiation and draftingSupplier selectionSupports Partner Network

ContractManagers


Management of individual contractsRelationship management with contractmanagers in individual suppliersReports directly to Regional Directors

Key responsibilities:Capability and capacitybuildingQuality improvement

Key responsibilities:Co-ordinator of inboundcalls and queries fromsuppliers

Indicates secondary reporting line

Connectto A


3/13

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 executionMarketing strategy and executionInternal communications


People strategyPeople performanceRecruitment / TUPE


ComplianceRiskAnti-fraud strategy and executionDiversity and equality champion

Key responsibilities:PR strategyPR execution

Key responsibilities:Marketing strategyMarketing execution

Key responsibilities:Internal communicationMaintenance of intranet andinnovation portal

Head of Learningand

Development

Key responsibilities:HR StrategyAnalysis of HR andpeople data

Key responsibilities:Management of the HRteam

Key responsibilities:Internal L&DClient-facing L&D

Key responsibilities:Internal L&D strategyTraining Needs AnalysesIndividual L&D planning

L&D content and materialL&D sourcingClient-facing L&DstrategyClient-facing L&DsourcingClient-facing L&Dmaterial development andimprovement

Key responsibilities:HR support to regionalOperationsPerformancemanagement supportRecruitmentPayrollHR administration

Retention Learning and development Diversity policy and implementation

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

Key responsibilities:Develop QA frameworkQuality control

Key responsibilities:Quality assuranceInternal Audits / spotchecks

Key responsibilities:Risk strategyRisk mitigationAnti-fraud policies andmanagement

Connectto B

Connectto A


4/13

3

Head of PMOand Facilities

Work ProgrammeImplementationDirector

ProjectManager

ProjectManager


Project ManagementFacilitiesHealth and SafetySustainability and environment


Implementation of Work ProgrammecontractsOperating model implementation

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

of BAU performance without distractingoperational managers, includingProject management for businesschange projectsProject management for businessassociated with new business

Work ProgrammeProject

ManagementOffice

Facilities andProperty team

Health andSafety Officer

Key responsibilities:Property strategyFacilities managementDisaster recovery

Key responsibilities:Health and safety strategyHealth and safety policyH&S monitoring and control

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

Chief InformationOfficer

IT ServicesManager

1stline support

2ndline support

3rdline support

IT SecurityManager

EnterpriseArchitect

team

IT systemsteam


IT strategyIT deliveryManagement of IT sub-contractor relationships

Key responsibilities:Infrastructure supportengineers

Key responsibilities:IT Desktop engineers

Key responsibilities:IT Service Desk analystIT Service Desktechnician

Key responsibilities:Day-to-day IT delivery andservices

Key responsibilities:IT security strategyIT security policyIT security monitoring

Key responsibilities:IT architectureApplications developmentIT projects

Key responsibilities:IT systems development

Connectto C

Work ProgrammeImplementation

team

Key responsibilities:Implementation for Work Programme inawarded CPAsIncludes Property, IT, HR, RegionalOperations Directors and the regionalChange Manager

Connectto B


5/13















Director of

Operations

Director of

Operations

4

Chief OperatingOfficer

Referralprocessing

Team (PRaP)

Head ofContinuous

Improvementteam

Head ofPerformance and

Analysisteam

National Head ofEmployer

Partnerships

Director forYorkshire andthe Humber

Operations

Managers

DeputyOperationsManagers

SpecialistHealth Advisors

Group Facilitators

RegionalEmployerServicesteams

EmploymentAdvisors

Head of In-Worksupport team

(IngeusDeloitteCareers

Academy)

National Operations Team

1st line CustomerSupport Co-ordinators

2nd line SpecialistIn-Work Advisors

Administrators /receptionists

Head ofHealth

professionalsteam


Management of healthprofessionalsCareer 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

ideasPiloting

Design and

implementation of new/ improved processes


Analysis of MI dataMI specificationIdentification ofperformanceimprovement issues

and opportunities


Operational deliveryOperational performanceEmployer relationsContinuous improvement of process, people and technology


Office administrationSupport for PRAPreferral sMeet and greet forclients


Employer engagementin each CPAUnderstanding 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 supportSpecialist healthsupport to clients asrequired


Face-to-face andpersonalised supportfor clientsAdvisors mayspecialise by moduleor customer group as

appropriateIncludes members ofthe Placement Team


Support to clients whofall out of workThe 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)


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5

Director forYorkshire &

the Humber

REDACTED

Specialist

Health Advisors

Group

Facilitators

Regional

Employer

Servicesteam

Advisors

Head of In-Work support

team

(IngeusDeloitte

CareersAcademy)

Outreach

Advisors

Rapid

Responseteam

SeniorContract

Manager

ContractManager

Ingeus DeloitteDetailed Organisation Design for West Yorkshire

OperationsManager

Deputy

Operations

Manager

Regional Head

of EmployerPartnerships

Senior Contract Managers and Contract Managersinterface with and are accountable for the performanceof providers. Slides 7 - 9 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.

Notes:

This chart shows a more detailed view of the actual structure in the West Yorkshire CPA, includingthe planned numbers of Operations and Deputy Operations Managers in areas where Ingeus willundertake delivery itselfIngeus staffing numbers are set out in more detail in slide 10

Indicates secondary reporting line

Deputy

OperationsManager

Deputy

Operations

Manager

Deputy

Operations

Manager

Administrators

/ receptionists

In-Work

Advisor/Customer

Coordinator

Locations:Ingeus staff will be based across our offices in Leeds, Bradford and Huddersfield.Contract Managers will spend the majority of their time working from the sites of our LeadProviders, Vocational Routeway Providers and Specialists.


7/136

Chief OperatingOfficer

Director forYorkshire and the

Humber

OperationsManagers

DeputyOperationsManagers

Healthprofessionals

Group workfacilitators

Employment andOutreachAdvisors

Rapid responseteam

Administrators /receptionists

Chief ExecutiveOfficer

CommercialDirector

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 xx and xx

Work with key local employers, including xx and

xxincluding interfacing with Deloittes PracticeSenior Partner for the xx

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 our

Accessible Community Experts


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


8/137

Senior Contract

ManagerTBC

OperationsManagers

TBC

Operations

ManagerTBC

Location/Site MangerHalifax TBC

Wakefield - TBC

Pontefract - TBC

AdvisorsAdministration

staffReceptionists

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 of

Employer LiaisonTBC

Quality

Performance /Continuous

Improvement team

REDACTED

Managing DirectorREDACTED

Contractadministrator

TBC

CEO / COOREDACTED

Interfaces

with

Locations:

BEST staff will be based inHalifax, Wakefield and Pontefract.


9/138

Senior Contract

ManagerTBC

OperationsManagers

TBC

Operations

ManagerTBC

Site Manager

Keighley

TBC


staffReceptionists



Regional Head of

Employer LiaisonTBC

Quality


Improvement team

REDACTED

Skills for WorkManager

REDACTED

ContractAdministrator

TBC

CEO / COOREDACTED

Interfaces

with

Locations:

Skills for Work staff will be basedin Keighley.


10/139

Senior Contract

ManagerTBC

OperationsManager

TBC

Operations

ManagerREDACTED

Site Manager

Dewsbury

TBC


staffReceptionists



Regional Head of

Employer LiaisonTBC

Quality


Improvement team

REDACTED

Managing DirectorREDACTED

Contractadministrator

TBC

CEO / COOREDACTED

Interfaces

with

Locations:

Pinnacle People staff will bebased in Dewsbury

I D l itt


11/1310

Prime Contractor and Lead Provider Ingeus-Deloitte

Roles operating across the CPAD Regional Director Managers

OM Operations Manager ManagersSCM Senior Contract Manager ManagersCM Contract Manager ManagersSHA Specialist Health Advisors Support StaffIA In-Work Advisors In-Work Advisors

CSC Customer Support Coordinator In-Work AdvisorsESM Employer Services Manager Support StaffEAM Employer Account Manager Pre-Work AdvisorsGF Group Facilitator Pre-Work AdvisorsPA PRaP Administrator Admin

Roles based in a specific siteDOM Deputy Operations Manager ManagersEA Employment Advisor Pre-Work AdvisorsIA

(RRT)In-Work Advisors(part of Rapid Response

Team)In-Work Advisors

Admin Administrator Admin

Ingeus DeloitteStaffing numbers

Total staffing numbers in West Yorkshire at contract start date and by end of July 2011

Lead Provider Minimum staffing numbers forcontract start Minimum staffing numbers forend of July 2011

IngeusDeloitte

BESTSkills for WorkPinnacle PeopleTotals

Job Roles Year 1 Year 2 Year 3 Year 4 Year 5Pan - CPA

D

ALL STAFFINGNUMBER

HAVE BEENREDACTED

OM

SCMCMSHAIACSCESM

EAM

GFPA

BradfordDOMEAIA (RRT)Admin

LeedsDOMEAIA (RRT)Admin

HuddersfieldDOMEAIA (RRT)Admin

Notes

Staffing numbers are estimates based on expected customer flows andcurrent financial projections.

The staffing numbers used in the table opposite and on the followingslides are peak staffing numbers in years 1 - 5 of the contract.

Year 1 figures are therefore hi gher than the contract start and July 2011staffing figures above.

All staffing numbers have been calculated on the basis of full-timeemployment (37.5 hours per week).

Staffing numbers are subject to change according to JCP customerflows and other operational variables.

Ingeus Deloitte


12/13

11

Lead Provider BEST

Roles operating across the CPAD Regional Director Managers

OM Operations Manager ManagersSCM Senior Contract Manager ManagersCM Contract Manager ManagersSHA Specialist Health Advisors Support Staff

IA In-Work Advisors In-Work AdvisorsCSC Customer Support Coordinator In-Work AdvisorsESM Employer Services Manager Support StaffEAM Employer Account Manager Pre-Work AdvisorsGF Group Facilitator Pre-Work AdvisorsPA PRaP Administrator Admin


(RRT)In-Work Advisors(part of Rapid ResponseTeam) In-Work Advisors




OM

SHAIACSCESM

EAM

GFHalifax

DOMEAIA (RRT)Admin

PontefractDOMEAIA (RRT)Admin

WakefieldDOMEAIA (RRT)Admin

Lead Provider Skills for Work (Bradford Council)


OM

SHAIACSCESM

EAM

GFKeighley

DOMEAIA (RRT)Admin

Ingeus Deloitte


13/13

12

Lead Provider Pinnacle PeopleRoles operating across the CPA

D Regional Director ManagersOM Operations Manager Managers

SCM Senior Contract Manager ManagersCM Contract Manager ManagersSHA Specialist Health Advisors Support Staff

IA In-Work Advisors In-Work AdvisorsCSC Customer Support Coordinator In-Work AdvisorsESM Employer Services Manager Support StaffEAM Employer Account Manager Pre-Work AdvisorsGF Group Facilitator Pre-Work AdvisorsPA PRaP Administrator Admin


(RRT)In-Work Advisors(part of Rapid ResponseTeam) In-Work Advisors



Job Roles Year 1 Year 2 Year 3 Year 4 Year 5

DewsburyDOMEAIA (RRT)Admin

Pan - CPAOM

SHAIACSCESM

EAM

GF

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366. CPA16: Ingeus-Deloitte - PTD Org Chart

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