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8/3/2019 145. CPA5 Ingeus-Deloitte Annex 4
http://slidepdf.com/reader/full/145-cpa5-ingeus-deloitte-annex-4 1/10
Ingeus Deloitte Joint VentureAnnex 4: Organisation Design
Note: Please scale to fit when printing
8/3/2019 145. CPA5 Ingeus-Deloitte Annex 4
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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 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
Key responsibilities:•Content development•Bid drafting•Strategic supplier relationships
Key responsibilities:•Content development•Bid drafting•Strategic supplier relationships
Key responsibilities:•Content development•Bid drafting•Strategic supplier relationships
Purchasingteam
Key responsibilities:
•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
Key responsibilities:
•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
Key responsibilities:
•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
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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 execution•Marketing strategy and execution•Internal communications
Key responsibilities:
•People strategy•People performance•Recruitment / TUPE
Key responsibilities:
•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
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3
Head of PMOand Facilities
Work ProgrammeImplementationDirector
ProjectManager
ProjectManager
Key responsibilities:
•Project Management•Facilities•Health and Safety•Sustainability and environment
Key responsibilities:
•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
Key responsibilities:
•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
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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 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
Key responsibilities:
•Management of healthprofessionals•Career 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
ideas•Piloting
•Design and
implementation of new / improved processes
Key responsibilities:
•Analysis of MI data•MI specification•Identification ofperformanceimprovement issues
and opportunities
Key responsibilities:
•Operational delivery•Operational performance•Employer relations•Continuous improvement of process, people and technology
Key responsibilities:
•Office administration•Support for PRAPreferral s•‘Meet and greet’ for clients
Key responsibilities:
•Employer engagementin each CPA•Understanding 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 support•Specialist healthsupport to clients asrequired
Key responsibilities:
•Face-to-face andpersonalised supportfor clients•Advisors mayspecialise by moduleor customer group as
appropriate•Includes members ofthe Placement Team
Key responsibilities:
•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
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 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
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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
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 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
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 an
Accessible Community Expert
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
CommercialDirector
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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
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Senior Contact
ManagerTBC
OperationsManagers
TBC
Operations
ManagerTBC
Site Manager
Darlington
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
REDACTEDERED
MDREDACTED
ContractAdministrator
TBC
CEO / COOREDACTED
Interfaces
with
Site Manager
Middlesbrough
TBC
AdvisorsAdministration
staffReceptionists
Site Manager
HartlepoolTBC
AdvisorsAdministration
staffReceptionists
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Senior Contract
ManagerTBC
OperationsManagers
TBC
Operations
ManagerREDACTED
Alnwick
REDACTED
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 ofEmployer Liaison
TBC
Quality
Performance / Continuous
Improvement team
REDACTEDRED
MDREDACTED
ContractAdministrator
TBC
CEO / COOREDACTED
Interfaces
with
BerwickREDACTED
AdvisorsAdministration
staffReceptionists