073. CPA2: Ingeus-Deloitte PTD (Post Tender Discussion) Org. Chart

8/3/2019 073. CPA2: Ingeus-Deloitte PTD (Post Tender Discussion) Org. Chart

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Ingeus Deloitte Joint Venture

Organisation Design CPA 2

Part 5.2 (3)

I should like to clarify minor aspects of my offer to deliver the Work Programme in CPA 2

submitted 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: 5th May 2011Note: 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


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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


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


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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 Director and the ChangeManagement Director

Connectto B


5/15















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 theMidlands

Operations

Managers

DeputyOperationsManagers

SpecialistHealth Advisors

Group Facilitators

RegionalEmployerServicesteams

EmploymentAdvisors

Head of In-Worksupport team

(Ingeus-DeloitteCareers

Academy)

National Operations Team

1st line CustomerSupport Co-ordinators

2nd line In-WorkAdvisors

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-WorkAdvisors)


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5

Specialist

Health Advisors

Group

Facilitators

Regional

Employer

Servicesteam

Advisors

Head of In-

Work support

team(Ingeus-

DeloitteCareers

Academy)

Administrators

/receptionists

Rapid

Responseteam

Senior

ContractManager

Paul Fleming

Ingeus DeloitteDetailed Organisation Design for East Midlands

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.

Notes:

This chart shows a more detailed view of the actual structure in t he East Midlands 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 11- - - - - - Indicates secondary reporting line

Contract

Manager

Deputy

OperationsManager

Deputy

OperationsManager

Deputy

OperationsManager

Operations

ManagerREDACTED

Director for

the MidlandsREDACTED

Contract

Manager

Contract

Manager

Operations

ManagerREDACTED

Outreach

Advisors

DeputyOperations

Manager

DeputyOperations

Manager

DeputyOperations

Manager

DeputyOperations

Manager

In-Work

Advisors/Customer

SupportCoordinator

Locations:

Ingeus staff will be based across our offices in Derby, Chesterfield, Nottingham, Mansfield,Worksop, Newark and Northampton.Contract Managers will spend the majority of their time working from the sites of our LeadProviders, Vocational Routeway Providers and Specialists.


7/156

Chief OperatingOfficer

Director forthe Midlands

OperationsManagers

DeputyOperationsManagers

Specialist HealthAdvisors

Group FacilitatorsEmployment and

OutreachAdvisors

Rapid Responseteam

Administrators /receptionists

Chief ExecutiveOfficer

CommercialDirector

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 LeicestershireCounty Council.

Work with key local employers, including Nextand Thorntons and interfacing with DeloittesPractice Senior Partner for the Midlands.

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

Head of PartnerDevelopment


8/157

Senior Contract

ManagerREDACTED

OperationsManagers

REDACTED

Operations

ManagerREDACTED

LouthREDACTED

LincolnREDACTED

GainsboroughREDACTEDSkegnessREDACTED

SleafordREDACTEDBostonREDACTED

GranthamREDACTED

SpaldingREDACTED

StamfordREDACTEDAdvisors

Administrationstaff

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 of

Employer LiaisonREDACTED

Quality

Performance /Continuous

Improvement team

REDACTED

Managing DirectorREDACTED

ContractAdministrator

TBC

CEO / COOREDACTED

Interfaces

with

Locations:

TNG staff will be based acrossoffices in Louth, Lincoln,Gainsborough, Skegness,Sleaford, Boston, Gantham,Spalding and Stamford


9/158

Senior Contract

ManagerREDACTED

OperationsManagers

REDACTED

Operations

ManagerREDACTED

Leicester

REDACTED

AdvisorsAdministration

staffReceptionists

CoalvilleREDACTED


staffReceptionists

Loughborough

TBC


staffReceptionists



Regional Head of


QualityPerformance /

Continuous

Improvement teamREDACTED

CEO / COOREDACTED


TBC

CEO / COOREDACTED

Interfaces

with

Hinkley

REDACTED


staffReceptionists

Locations:

Intraining staff will be basedacross sites in Leicester,Coalville, Loughborough andHinkley


10/159

Senior Contract

ManagerREDACTED

OperationsManagers

REDACTED

Operations

ManagerTBC

Glossop

REDACTED


staffReceptionists



Regional Head of


QualityPerformance /

Continuous

Improvement teamREDACTED

CEO / COOREDACTED


TBC

CEO/COOREDACTED

Interfaces

with

Locations:

DNCC staff will deliver servicesfrom their site in Glossop.


11/1510

Senior Contract

ManagerREDACTED

OperationsManagers

REDACTED

Operations

ManagerREDACTED

Site Manager

Kettering

REDACTED


staffReceptionists

Site ManagerCorby

REDACTED


staffReceptionists

Site Manager

Wellingborough

REDACTED


staffReceptionists



Regional Head of


Quality

Performance /Continuous

Improvement team

REDACTED

CEO/COOREDACTED


TBC

CEO/COOREDACTED

Interfaces

with

Locations:

Papworth Trust staff will bebased across offices in Kettering,Corby and Wellingborough.

Ingeus Deloitte


12/15

11

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

Pan - CPA

D

ALL STAFFING

NUMBERS

HAVE BEEN

REDACTED

THROUGHOUT

OMSCM

CM

SHA

IA

CSC

ESM

EAM

GF

PA

Chesterfield

DOM

EA

IA (RRT)

Admin

Derby

DOM

EA

IA (RRT)

Admin

Mansfield

DOM

EA

IA (RRT)

Admin

Newark

DOM

EA

IA (RRT)

Admin

Northampton

DOM

EA

IA (RRT)

Admin

Nottingham

DOM

EA

IA (RRT)

Admin

Worksop

DOM

EA

IA (RRT)

Admin

Prime Contractor and Lead Provider Ingeus-Deloitte

Roles operating across the CPA

D Regional Director Managers

OM Operations Manager Managers

SCM Senior Contract Manager Managers

CM Contract Manager Managers

SHA Specialist Health Advisors Support Staff

IA In-Work Advisors In-Work Advisors

CSC Customer Support Coordinator In-Work AdvisorsESM Employer Services Manager Support Staff

EAM Employer Account Manager Pre-Work Advisors

GF Group Facilitator Pre-Work Advisors

PA PRaP Administrator Admin

Roles based in a specific site

DOM Deputy Operations Manager Managers

EA Employment Advisor Pre-Work Advisors

IA

(RRT)

In-Work Advisors

(part of Rapid Response

Team)

In-Work Advisors

Admin Administrator Admin

Ingeus DeloitteStaffing numbers

Total staffing numbers in the East Midlands at contract start date and by end of July 2011

Lead ProviderMinimum staffing numbers for

contract startMinimum staffing numbers for end

of July 2011IngeusDeloitte

Intraining

Papworth Trust

TNGDNCC

Totals

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


13/15

12


Pan - CPA

OM

ALL STAFFING

NUMBERS

HAVE BEEN

REDACTED

THROUGHOUT

SHA

IA

CSC

ESM

EAM

GF

Boston

DOM

EA

IA (RRT)

Admin

Gainsborough

DOM

EA

IA (RRT)

Admin

Grantham

DOMEA

IA (RRT)

Admin

Lincoln

DOM

EA

IA (RRT)

Admin

Louth

DOM

EA

IA (RRT)

Admin

Skegness

DOM

EA

IA (RRT)

Admin

Sleaford

DOM

EA

IA (RRT)

Admin

Spalding

DOM

EA

IA (RRT)

Admin

Stamford

DOM

EA

IA (RRT)

Admin

Lead Provider TNG (Avanta)








CSC Customer Support Coordinator In-Work Advisors

ESM Employer Services Manager Support Staff







IA

(RRT)

In-Work Advisors

(part of Rapid ResponseTeam)

In-Work Advisors



Ingeus Deloitte


14/15

13


Pan - CPA

OM

SHA

IA

CSC

ESM

EAM

GF

DOM

EA

IA (RRT)

Admin

Hinckley

DOM

EA

IA (RRT)

Admin

Leicester

DOM

EA

IA (RRT)

Admin

Loughborough

DOM

EA

IA (RRT)

Admin

Lead Provider Intraining Ltd
















IA

(RRT)

In-Work Advisors


In-Work Advisors



Ingeus Deloitte


15/15

14


Pan - CPA

OM

SHA

IA

CSC

ESM

EAM

GF

Glossop

DOM

EA

IA (RRT)

Admin


Pan - CPA

OM

SHA

IA

CSC

ESM

EAM

GF

Corby

DOM

EA

IA (RRT)

Admin

Kettering

DOM

EA

IA (RRT)

Admin

Wellingborough

DOM

EA

IA (RRT)

Admin

Lead Provider DNCC

Lead Provider Papworth Trust
















IA

(RRT)

In-Work Advisors


In-Work Advisors



Documents

073. CPA2: Ingeus-Deloitte PTD (Post Tender Discussion) Org. Chart