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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
Director ofOperations
Director ofOperations
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
Key responsibilities:Content developmentBid draftingStrategic supplier relationships
Key responsibilities:Content developmentBid draftingStrategic supplier relationships
Key responsibilities:Content developmentBid draftingStrategic supplier relationships
Purchasingteam
Key responsibilities:
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
Key responsibilities:
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
Key responsibilities:
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
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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
Key responsibilities:
PR strategy and executionMarketing strategy and executionInternal communications
Key responsibilities:
People strategyPeople performanceRecruitment / TUPE
Key responsibilities:
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
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3
Head of PMOand Facilities
Work ProgrammeImplementationDirector
ProjectManager
ProjectManager
Key responsibilities:
Project ManagementFacilitiesHealth and SafetySustainability and environment
Key responsibilities:
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
Key responsibilities:
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
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Director ofOperations
Director ofOperations
Director ofOperations
Director ofOperations
Director ofOperations
Director ofOperations
Director ofOperations
Director ofOperations
Director ofOperations
Director ofOperations
Director ofOperations
Director ofOperations
Director ofOperations
Director ofOperations
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
Key responsibilities:
Management of healthprofessionalsCareer development
Input to L&Drequirements
Key responsibilities:Employer strategy
Employer engagement
Development of
Employer NetworkNational accountmanagement
NationalEmployer
Services team
Key responsibilities:
Timely and accuratecompletion of referraldata
PRAP monitoring andassurance
Key responsibilities:
Identification of bestpractice across CPAregions (Ingeus andsuppliers)
Customer complaints
Review of innovation
ideasPiloting
Design and
implementation of new/ improved processes
Key responsibilities:
Analysis of MI dataMI specificationIdentification ofperformanceimprovement issues
and opportunities
Key responsibilities:
Operational deliveryOperational performanceEmployer relationsContinuous improvement of process, people and technology
Key responsibilities:
Office administrationSupport for PRAPreferral sMeet and greet forclients
Key responsibilities:
Employer engagementin each CPAUnderstanding of localemployer requirements
Liaison with nationalteam as appropriate
Teams are made up ofEmployer AccountManagers andEmployer Services
Managers
Key responsibilities:
Delivery of clientgroup work duringDiagnosis, Boost, JobSearch, Re-Energiseand Engage modulesas appropriate
Key responsibilities:
Delivery of ConditionManagement supportSpecialist healthsupport to clients asrequired
Key responsibilities:
Face-to-face andpersonalised supportfor clientsAdvisors mayspecialise by moduleor customer group as
appropriateIncludes members ofthe Placement Team
Key responsibilities:
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
Key responsibilities:
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
Key responsibilities:
Many of the sameresponsibilities as
Advisors, but with aparticular emphasison:
Building relationships
with community-basedorganisations;Ability to conductgroup presentations
Ability to work
peripatetically
Director ofOperations
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.
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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
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
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
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
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
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
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
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
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
Sub-contractor / third sector responsibilities
Day-to-day interaction with suppliers duringimplementation phase, including contract
support
Sub-contractor / third sector responsibilities
Builds strategic supply chain
Identifies new capacity
Administration of due diligence processes pre-
contract
Sub-contractor / third sector responsibilities
Manage performance of sub-contractors againstKPIs
Conduct monthly progress meetings and formal
Quarterly Review meetings
Sub-contractor / third sector responsibilities
Receives and manages in-bound queries fromsuppliers
Distributes supplier updates, guidance, etc.
Sub-contractor / third sector responsibilities
Sets and reviews performance benchmarks
Maintains relationships with key suppliers
Attends Quarterly Review meetings for key
suppliers
Sub-contractor / third sector responsibilities
Shares best practice across suppliers
Drives Continuous Improvement and supports
capacity building
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
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
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
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
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
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
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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.
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Senior Contract
ManagerTBC
OperationsManagers
TBC
Operations
ManagerTBC
Site Manager
Keighley
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
Skills for WorkManager
REDACTED
ContractAdministrator
TBC
CEO / COOREDACTED
Interfaces
with
Locations:
Skills for Work staff will be basedin Keighley.
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Senior Contract
ManagerTBC
OperationsManager
TBC
Operations
ManagerREDACTED
Site Manager
Dewsbury
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:
Pinnacle People staff will bebased in Dewsbury
I D l itt
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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
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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
Roles based in a specific siteDOM Deputy Operations Manager ManagersEA Employment Advisor Pre-Work AdvisorsIA
(RRT)In-Work Advisors(part of Rapid ResponseTeam) In-Work Advisors
Admin Administrator Admin
Ingeus DeloitteStaffing numbers
Job Roles Year 1 Year 2 Year 3 Year 4 Year 5Pan - CPA
OM
SHAIACSCESM
EAM
GFHalifax
DOMEAIA (RRT)Admin
PontefractDOMEAIA (RRT)Admin
WakefieldDOMEAIA (RRT)Admin
Lead Provider Skills for Work (Bradford Council)
Job Roles Year 1 Year 2 Year 3 Year 4 Year 5Pan - CPA
OM
SHAIACSCESM
EAM
GFKeighley
DOMEAIA (RRT)Admin
Ingeus Deloitte
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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
Roles based in a specific siteDOM Deputy Operations Manager ManagersEA Employment Advisor Pre-Work AdvisorsIA
(RRT)In-Work Advisors(part of Rapid ResponseTeam) In-Work Advisors
Admin Administrator Admin
Ingeus DeloitteStaffing numbers
Job Roles Year 1 Year 2 Year 3 Year 4 Year 5
DewsburyDOMEAIA (RRT)Admin
Pan - CPAOM
SHAIACSCESM
EAM
GF