162. cpa6 ingeus-deloitte annex 4

8/3/2019 162. CPA6 Ingeus-Deloitte Annex 4

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Ingeus Deloitte Joint Venture

Annex 4: Organisation Design

Note: Please scale to fit when printing


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Director of

Operations

Director ofOperations

Director of

Operations

Director of

Operations

2

Ingeus DeloitteHigh-level Organisation Design

Chief Executive

Officer

Director of IngeusCentre for Policy

and Research

Director ofBusiness

Development

Senior Business

Development

Manager

Business

development

team:

Welfare to work

Key responsibilities:

Strategy developmentStrategy articulationIdentification and qualification of

new business opportunitiesBidding for new opportunities

CommercialDirector

Finance Director

Financial

Controller

Accounts

Payable

team

Treasury

team

Accounts

Receivable team

Systems

Accountant

team

Business Analyst

team

Project

Accountantteam

Head of

Partnership

Development

Contracts

Officer

Head of Contract

Management

Senior Contract

Managers

Partnership

Manager

Supplier Quality

Improvement

team

Supplier

Helpdesk

Co-ordinator

Businessdevelopment

team:

Offenders

Business

development

team:

Skills / training

Business

developmentteam:

Health

Key responsibilities:Research on emerging

trends, opportunitiesand potential market

innovationPolicy developmentThought leadershipEngagement with

Government, devolved

administrations, policy

teams and key

stakeholdersCorporate Social

Responsibility

Key responsibilities:Management of business

development teams

Key responsibilities:Content developmentBid draftingStrategic supplier relationships

Notes:

This chart shows a high-level overv iew 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 or

role.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 effective

recording, monitoring and

payment to creditors

Key responsibilities:Cash managementRelationship with funders

Key responsibilities:Efficient and effective

recording, monitoring and

payment from debtors


Centralised purchasingOptimising costs

Key responsibilities:Finance input to specification

and live running of finance

systems

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 Network

development supportSupplier selection support

Key responsibilities:Contract negotiation and draftingSupplier selectionSupports Partner Network

Contract

Managers


Management of individual contractsRelationship management with contract

managers in individual suppliersReports directly to Regional Directors

Key responsibilities:Capability and capacity

buildingQuality improvement

Key responsibilities:Co-ordinator of inbound

calls and queries from

suppliers

Indicates secondary reporting line

Connectto A


3/11

3

Head ofCommunications

PR

team

Marketing

team

Knowledge andInnovation

team

Director ofHuman

Resources

Head of HR

HR Managers

HR Advisors

HRAdministrators

L&D Manager

L&D Advisors

L&D Trainers

L&D Officer

Head of HR

Analysis and

Strategy

Director ofQuality

Performance

Deputy Head of

Quality

Performance

QP Advisor

team

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 and

innovation portal

Head of Learning

and

Development

Key responsibilities:HR StrategyAnalysis of HR andpeople data

Key responsibilities:Management of the HR

team

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&D

strategyClient-facing L&D

sourcingClient-facing L&D

material development and

improvement

Key responsibilities:HR support to regional

OperationsPerformance

management 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 / spot

checks

Key responsibilities:Risk strategyRisk mitigationAnti-fraud policies and

management

Connectto B

Connectto A


4/11

4

Head of PMOand Facilities

Work ProgrammeImplementation

Director

Project

Manager

Project

Manager


Project ManagementFacilitiesHealth and SafetySustainability and environment


Implementation of Work ProgrammecontractsOperating model implementation


Projects will be created on an a s-

needed basis to enable maintenance

of BAU performance without distractingoperational managers, includingProject management for business

change projectsProject management for business

associated with new business

Work Programme

ProjectManagement

Office

Facilities andProperty team

Health and

Safety Officer

Key responsibilities:Property strategyFacilities managementDisaster recovery

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

Includes Project Managers by CPACapabilities include tracking,contingency planning, risk and issue

monitoring.

Chief InformationOfficer

IT Services

Manager

1st

line support

2nd

line support

3rd

line support

IT Security

Manager

Enterprise

Architect

team

IT systems

team


IT strategyIT deliveryManagement of IT sub-contractor relationships

Key responsibilities:Infrastructure support

engineers

Key responsibilities:IT Desktop engineers

Key responsibilities:IT Service Desk analystIT Service Desk

technician

Key responsibilities:Day-to-day IT delivery and

services

Key responsibilities:IT security strategyIT security policyIT security monitoring

Key responsibilities:IT architectureApplications developmentIT projects

Key responsibilities:IT systems development

Connectto C

Work Programme

Implementation

team

Key responsibilities:Implementation for Work Programme inawarded CPAsIncludes Property, IT, HR, Regional

Operations Directors and the Change

Director

Connect

to B


5/11

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

Director of

Operations

5

Chief OperatingOfficer

Referral

processing

Team (PRaP)

Head of

ContinuousImprovement

team

Head of

Performance and

Analysis

team

National Head of

EmployerPartnerships

Director for theNorth West

Operations

Managers

DeputyOperations

Managers

Specialist

Health AdvisorsGroup Facilitators

Regional

Employer

Services

teams

Employment

Advisors

Head of In-Work

support team

(Ingeus-DeloitteCareers

Academy)

National Operations Team

1st line Customer

Support Co-

ordinators

2nd line

In-Work Advisors

Administrators /

receptionists

Head of

Health

professionals

team

Key responsibilities:Management of healthprofessionalsCareer developmentInput to L&Drequirements

Key responsibilities:Employer strategyEmployer engagementDevelopment ofEmployer NetworkNational account

management

National

Employer

Services team

Key responsibilities:Timely and accuratecompletion of referraldataPRAP monitoring andassurance

Key responsibilities:Identification of best

practice across CPAregions (Ingeus andsuppliers)Customer complaintsReview of innovationideasPilotingDesign andimplementation of

new / improvedprocesses

Key responsibilities: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 local

employer requirementsLiaison with nationalteam as appropriateTeams are made up of

Employer AccountManagers andEmployer ServicesManagers


Delivery of client groupwork during Diagnosis,Boost, Job Search,

Re-Energise andEngage modules asappropriate


Delivery of ConditionManagement supportSpecialist health

support to clients asrequired


Face-to-face andpersonalised supportfor clientsAdvisors mayspecialise by moduleor customer group asappropriateIncludes members ofthe Placement Team


Support to clients whofall out of workThe job description for

this role is the same asthe In-Work Advisor inthe Careers Academy.

Key responsibilities:Delivers IngeusAcademyOverall managementof the in-work supportteams

Key responsibilities:Inbound calls fromclients on generalissuesOutbound calls toreview progress

Key responsibilities:Specialist support toclients in-work,Debt advice, healthmanagement support

and career advice

Connectto C

Senior Contract

Managers

Contract

Managers

Senior regional team in CPA

shown overleaf

Regional Head of

Employer

Partnerships

Outreach

Advisors


Many of the sameresponsibilities as

Advisors, but with aparticular emphasis on:Building relationshipswith community-basedorganisations;Ability to conductgroup presentationsAbility to workperipatetically

Director of

Operations

Rapid Responseteam

(In-Work

Advisors)


6/11

6

Director for

the NorthWest

REDACTED

Regional

EmployerServices

team

Head of In-

Work supportteam

(Ingeus Deloitte

CareersAcademy)

RapidResponse

team

SeniorContract

Manager

Contract

Manager

Ingeus Deloitte

Detailed Organisation Design for Cumbria, Lancashire, Merseyside and Halton

OperationsManager

DeputyOperations

Manager

DeputyOperations

Manager

DeputyOperations

Manager

DeputyOperations

Manager

DeputyOperations

Manager

DeputyOperations

Manager

DeputyOperations

Manager

Regional Headof Employer

Partnerships

Senior Contract Managers and Contract Managers interfacewith and are accountable for the performance of 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

EmploymentAdvisors

REDAC

TED

GroupFacilitators

REDAC

TED

Notes:

This chart shows a more detailed vi ew of the actual structure in the Cumbria, Lancashire, Halton

and Merseyside CPA, including the planned numbers of Operations and Deputy Operations

Managers in areas where Ingeus will undertake delivery itselfAll staff numbers are rounded up to the nearest 0.5

Figures represent peak head countIndicates secondary reporting line

OutreachAdvisors

REDAC

TED

REDAC

TED

REDAC

TED

SpecialistHealth Advisors

OperationsManager

In-WorkAdvisor/

CustomerCoordinator

REDAC

TED


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Chief OperatingOfficer

Director for

the North West

OperationsManagers

Deputy

Operations

Managers

Health

professionalsGroup Facilitators

Employment and

Outreach

Advisors

Rapid Response

teamAdministrators /

receptionists

Chief Executive

Officer

CommercialDirector

Head of

Partnership

Development

Contracts

Officer

PartnershipManager

Supplier Quality

Improvement

team

Supplier

Helpdesk

Co-ordinator

Ingeus Deloitte

Stakeholder and supplier engagement summary of key responsibilitiesVersion 0.10, 30th January 2011

Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities

Strategic relationship management at SeniorExecutive level with Public Sector stakeholders(e.g. DWP, Jobcentre Plus, BIS, MoJ, Local

Authorities, etc.) Strategic relationship management at Chief

Executive level with employers and national tradebodies (e.g. CBI, etc.)

Sits on Third Sector Advisory Panel Interfaces at CEO level with charities and the Third

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 xx

including interfacing with Deloittes Practice

Senior 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 Housing sectors, includingcommunity health teams

Practical advice and support to sub-contractor sitemanagers


Engagement with individual JCP offices Engagement with representatives from Education,

Probation, Health and Housing sectors, includingcommunity health teams

Practical advice and support to subcontractor staff

Sub-contractor / third sector responsibilities

Leads sub-contractor management teams throughimplementation

Provides development support, particularly toSME, voluntary organisations and our AccessibleCommunity 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 formalQuarterly 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 Jobcentre Plusoffices

Referring customers to local provision

Notes:

This chart summarises

the key stakeholder,

supplier and voluntary

sector engagement

responsibilities

Head of Contract

ManagementContract

Managers


Develops and implements the EmployerEngagement Strategy (owned by the Head ofEmployer Partnerships)

Works with JcP Employer Engagement teams

Close working and support for equivalent sub-contractor employer teams


Commercial relationship management at SeniorExecutive level with Public Sector stakeholders(e.g. DWP, Jobcentre Plus, BIS, MoJ, Local

Authorities, etc.)

Responsible for overall supply chain strategy andperformance of sub-contractors across allcontracts

Head ofEmployer

Partnerships

Employer

Partnership

co-ordinators


8/118

Senior Contract

Manager

TBC

Operations

Managers

TBC

Operations

Manager

REDACTED

Blackburn

REDACTED

AdvisorsAdministration

staffReceptionists

BurnleyREDACTED


staffReceptionists

AccringtonREDACTED


staffReceptionists

Ingeus Deloitte

Organisation DesignStakeholder and supplier engagement contacts for end-to-end suppliers

Notes:This chart shows the specific contacts for

named individuals in all end-to-end suppliers

proposed for this CPA

Regional head ofEmployer Liaison

TBC

Quality

Performance /Continuous

Improvement team

REDACTED

CEO / COO

REDACTED

Contract

administrator

TBC

CEO / COO

REDACTED

Interfaces

with


9/119

Senior Contact

Manager

TBC

Operations

Managers

TBC

Operations

Manager

REDACTED

Site Manager

CarlisleTBC


staffReceptionists

Site ManagerBarrow

TBC


staffReceptionists

Site Manager

Kendal

TBC


staffReceptionists

Ingeus Deloitte






TBC

QualityPerformance /

Continuous

Improvement teamREDACTED

CEO / COO

REDACTED

Contract

administratorTBC

CEO / COO

REDACTED

Interfaces

with

Site Manager

WorkingtonTBC


staffReceptionists


10/1110

Senior Contact

Manager

TBC

Operations

Managers

TBC

OperationsManager

REDACTED

Site Manager

Widnes

TBC


staffReceptionists

Ingeus Deloitte






TBC

Quality

Performance /Continuous

Improvement team

REDACTED

CEO / COO

REDACTED

Contract

administratorTBC

CEO / COO

REDACTED

Interfaces

with Site Manager

Halton

TBC


staffReceptionists


11/1111

Senior Contact

Manager

TBC

Operations

Managers

TBC

Operations

Manager

REDACTED

Skelmersdale

REDACTED


staffReceptionists

Ingeus Deloitte






TBC

Quality

Performance /

ContinuousImprovement team

REDACTED

CEO / COO

REDACTED

Contract

administratorTBC

CEO / COO

REDACTED

Interfaces

with

Blackpool

TBC


staffReceptionists

Lancaster

TBC


staffReceptionists

162. cpa6 ingeus-deloitte annex 4

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