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 16 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: 10th May 2011

Note: Please scale to fit when printing

Ingeus Deloitte High-level Organisation Design

Chief Executive Officer

Connect to A

Director of Ingeus Centre for Policy and Research Key responsibilities: Research on emerging trends, opportunities and potential market innovation Policy development Thought leadership Engagement with Government, devolved administrations, policy teams and key stakeholders Corporate Social Responsibility

Director of Business Development

Key responsibilities: Strategy development Strategy articulation Identification and qualification of new business opportunities Bidding for new opportunities Key responsibilities: Management of business development teams

Commercial Director

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

Senior Business Development Manager

Finance Director

Key responsibilities: Financial performance Financial accounting Financial monitoring and reporting Key responsibilities: Overall financial control

Head of Partnership Development

Key responsibilities: Initiates and manages Partner Network Contract negotiation and drafting Supplier selection Key responsibilities: Contract drafting Contract implementation

Business development team: Welfare to work Business development team: Offenders Business development team: Skills / training Business development team: Health

Key responsibilities: Content development Bid drafting Strategic supplier relationships

Financial Controller

Contracts Officer

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

Accounts Payable team

Key responsibilities: Efficient and effective recording, monitoring and payment to creditors Key responsibilities: Cash management Relationship with funders

Partnership Manager

Key responsibilities: Partner Network development support Supplier selection support

Treasury team

Head of Contract Management

Key responsibilities: Contract negotiation and drafting Supplier selection Supports Partner Network

Accounts Receivable team

Key responsibilities: Efficient and effective recording, monitoring and payment from debtors Key responsibilities: Centralised purchasing Optimising costs

Director of Director of Senior Contract Operations Operations Managers

Director Director of Contract of Operations Operations Managers

Purchasing team

Key responsibilities: Management of individual contracts Relationship management with contract managers in individual suppliers Reports directly to Regional Directors Key responsibilities: Capability and capacity building Quality improvement

Systems Accountant team 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 or role. Key responsibilities shown are high-level only and are drawn from detailed role profiles Indicates secondary reporting line Business Analyst team

Key responsibilities: Finance input to specification and live running of finance systems Key responsibilities: Modelling support for new business team Analysis for Operations Key responsibilities: Accounting for individual projects design and implementation phases

Supplier Quality Improvement team

Supplier Helpdesk Co-ordinator

Key responsibilities: Co-ordinator of inbound calls and queries from suppliers

Project Accountant team

Connect to A

Connect to B

Head of Communications

Key responsibilities: PR strategy and execution Marketing strategy and execution Internal communications

Director of Human Resources

Key responsibilities: People strategy People performance Recruitment / TUPE

Retention Learning and development Diversity policy and implementation

Director of Quality Performance

Key responsibilities: Compliance Risk Anti-fraud strategy and execution Diversity and equality champion

PR team

Key responsibilities: PR strategy PR execution

Head of HR Analysis and Strategy

Key responsibilities: HR Strategy Analysis of HR and people data

Head of Learning and Development

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

Deputy Head of Quality Performance

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

Marketing team

Key responsibilities: Marketing strategy Marketing execution

Head of HR

Key responsibilities: Management of the HR team

L&D Manager

Knowledge and Innovation team

Key responsibilities: Internal communication Maintenance of intranet and innovation portal

HR Managers Key responsibilities: HR support to regional Operations Performance management support Recruitment Payroll HR administration

L&D Advisors

HR Advisors

L&D Trainers

Key responsibilities: Internal L&D strategy Training Needs Analyses Individual L&D planning L&D content and material L&D sourcing Client-facing L&D strategy Client-facing L&D sourcing Client-facing L&D material development and improvement

QP Advisor team

Key responsibilities: Develop QA framework Quality control

QA auditors

Key responsibilities: Quality assurance Internal Audits / spot checks Key responsibilities: Risk strategy Risk mitigation Anti-fraud policies and management

Risk manager

HR Administrators

L&D Officer

Connect to B

Connect to C

Head of PMO and Facilities

Key responsibilities: Project Management Facilities Health and Safety Sustainability and environment

Work Programme Implementation Director

Key responsibilities: Implementation of Work Programme contracts Operating model implementation

Chief Information Officer

Key responsibilities: IT strategy IT delivery Management of IT sub-contractor relationships

Work Programme Project Management Office

Key responsibilities: Includes Project Managers by CPA Capabilities include tracking, contingency planning, risk and issue monitoring. Key responsibilities: Implementation for Work Programme in awarded CPAs Includes Property, IT, HR, Regional Operations Directors and the regional Change Manager

IT Services Manager

Key responsibilities: Day-to-day IT delivery and services

IT Security Manager

Key responsibilities: IT security strategy IT security policy IT security monitoring

Work Programme Implementation team

1st line support

Key responsibilities: IT Service Desk analyst IT Service Desk technician

Enterprise Architect team

Key responsibilities: IT architecture Applications development IT projects

Project Manager

Project Manager

Key responsibilities: Projects will be created on an asneeded basis to enable maintenance of BAU performance without distracting operational managers, including Project management for business change projects Project management for business associated with new business

2nd line support

Key responsibilities: IT Desktop engineers

IT systems team

Key responsibilities: IT systems development

3rd line support

Key responsibilities: Infrastructure support engineers

Facilities and Property team

Key responsibilities: Property strategy Facilities management Disaster recovery Key responsibilities: Health and safety strategy Health and safety policy H&S monitoring and control

Health and Safety Officer

Connect to C

Chief Operating Officer National Operations Team

Key responsibilities: Operational delivery Operational performance Employer relations Continuous improvement of process, people and technology

Head of Continuous Improvement team

Key responsibilities: Identification of best practice across CPA regions (Ingeus and suppliers) Customer complaints Review of innovation ideas Piloting Design and implementation of new / improved processes

Head of Performance and Analysis team

Key responsibilities: Analysis of MI data MI specification Identification of performance improvement issues and opportunities

Referral processing Team (PRaP)

National Head of Employer Partnerships

Head of Health professionals team

Key responsibilities: Management of health professionals Career development Input to L&D requirements

Senior regional team in CPA shown overleaf Director for Yorkshire and the Humber Regional Head of Employer Partnerships Director of Director of Senior Contract Operations Operations Managers

Head of In-Work support team (Ingeus Deloitte Careers Academy)

Key responsibilities: Delivers Ingeus Academy Overall management of the in-work support teams Key responsibilities: Inbound calls from clients on general issues Outbound calls to review progress Key responsibilities: Specialist support to clients in-work, Debt advice, health management support and career advice

Key responsibilities: Timely and accurate completion of referral data PRAP monitoring and assurance

National Employer Services team

1st line Customer Director of Support CoOperations ordinators Director of Director of Operations Operations Operations Managers

Key responsibilities: Employer strategy Employer engagement Development of Employer Network National account management

Director Director of Contractof Operations Operations Managers Deputy Director of Director of Operations Operations Operations Managers

Director of 2nd line Specialist Operations In-Work Advisors

Regional Director of Employer Operations Services teams

Key responsibilities: Employer engagement in each CPA Understanding of local employer requirements Liaison with national team as appropriate Teams are made up of Employer Account Managers and Employer Services Managers

Director of Specialist Operations Health Advisors

Director of Administrators / Operations receptionists

Director of Outreach Operations Advisors

Director of Employment Operations Advisors

Director of Group Facilitators Operations

Rapid Response Director of team Operations (In-Work Advisor)

Key responsibilities: Support to clients who fall out of work The job description for this role is the same as the In-Work Advisor in the Careers Academy.

Key responsibilities: Delivery of Condition Management support Specialist health support to clients as required

Key responsibilities: Office administration Support for PRAP referral s Meet and greet for clients

Key responsibilities: Many of the same responsibilities as Advisors, but with a particular emphasis on: Building relationships with community-based organisations; Ability to conduct group presentations Ability to work peripatetically

Key responsibilities: Face-to-face and personalised support for clients Advisors may specialise by module or customer group as appropriate Includes members of the Placement Team

Key responsibilities: Delivery of client group work during Diagnosis, Boost, Job Search, Re-Energise and Engage modules as appropriate

Ingeus Deloitte Detailed Organisation Design for West Yorkshire

Director for Yorkshire & the Humber REDACTED

Senior Contract Manager

Operations Manager

Contract Manager

Deputy Operations Manager

Deputy Operations Manager

Deputy Operations Manager

Deputy Operations Manager

Senior Contract Managers and Contract Managers interface with and are accountable for the performance of providers. Slides 7 - 9 set out how we will interact with our Lead Providers in this CPA
Regional Head of Employer Partnerships

Deputy 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.

Head of InWork support team (Ingeus Deloitte Careers Academy)

Regional Employer Services team

Specialist Health Advisors

Outreach Advisors

Administrators / receptionists

Advisors

Group Facilitators

In-Work Advisor/ Customer Coordinator

Rapid Response team

Notes: This chart shows a more detailed view of the actual structure in the West Yorkshire CPA, including the planned numbers of Operations and Deputy Operations Managers in areas where Ingeus will undertake delivery itself Ingeus staffing numbers are set out in more detail in slide 10 Indicates secondary reporting line

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 Lead Providers, Vocational Routeway Providers and Specialists.

Ingeus Deloitte Stakeholder and supplier engagement summary of key responsibilities

Stakeholder engagement 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 Chief Executive level with employers and national trade bodies (e.g. CBI, etc.)

Sub-contractor / third sector responsibilities Sits on Third Sector Advisory Panel Interfaces at CEO level with charities and the Third Sector Strategic relationships with key suppliers at CEO level

Stakeholder engagement responsibilities

Sub-contractor / third sector responsibilities Responsible for overall supply chain strategy and performance of sub-contractors across all contracts

Chief Executive Officer

Commercial relationship management at Senior Executive level with Public Sector stakeholders (e.g. DWP, Jobcentre Plus, BIS, MoJ, Local Authorities, etc.)

Sub-contractor / third sector responsibilities Leads sub-contractor management teams through implementation Provides development support, particularly to SME , voluntary organisations and our Accessible Community Experts Sub-contractor / third sector responsibilities Day-to-day interaction with suppliers during implementation phase, including contract support

Stakeholder engagement responsibilities Strategic relationship management at Senior Operating Officer level (e.g. Jobcentre Plus, Local Authorities, strategic trade bodies, etc.) Engagement with DWP Account Management Team Stakeholder engagement 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 xx including interfacing with Deloittes Practice Senior Partner for the xx

Sub-contractor / third sector responsibilities Sits on Third Sector Advisory Panel Interfaces at COO level with charities and the Third Sector Strategic relationships with key sub-contractors

Chief Operating Officer

Commercial Director

Sub-contractor / third sector responsibilities Responsible for all Ingeus and sub-contractor performance across the CPA

Director for Yorkshire and the Humber

Head of Partnership Development

Sub-contractor / third sector responsibilities Builds strategic supply chain Identifies new capacity Administration of due diligence processes precontract

Contracts Officer
Sub-contractor / third sector responsibilities Practical advice and support to sub-contractor site managers

Stakeholder engagement responsibilities Engagement with JCP District Managers Engagement with representatives from Local Authorities Engagement with representatives from Education, Probation, Health and Housing sectors, including community health teams

Operations Managers

Head of Employer Partnerships

Partnership Manager

Sub-contractor / third sector responsibilities Sets and reviews performance benchmarks Maintains relationships with key suppliers Attends Quarterly Review meetings for key suppliers

Stakeholder engagement responsibilities Engagement with individual JCP offices Engagement with representatives from Education, Probation, Health and Housing sectors, including community health teams

Sub-contractor / third sector responsibilities Practical advice and support to subcontractor staff

Deputy Operations Managers

Contract Managers

Head of Contract Management

Sub-contractor / third sector responsibilities

Supplier Quality Improvement team

Manage performance of sub-contractors against KPIs Conduct monthly progress meetings and formal Quarterly Review meetings

Administrators / receptionists Notes: This chart summarises the key stakeholder, supplier and voluntary sector engagement responsibilities

Employment and Outreach Advisors

Group work facilitators

Health professionals

Rapid response team

Employer Partnership co-ordinators

Supplier Helpdesk Co-ordinator

Sub-contractor / third sector responsibilities Shares best practice across suppliers Drives Continuous Improvement and supports capacity building

Stakeholder engagement responsibilities Day to day interactions with local Jobcentre Plus offices

Sub-contractor / third sector responsibilities Referring customers to local provision

Stakeholder engagement responsibilities Develops and implements the Employer Engagement Strategy (owned by the Head of Employer Partnerships) Works with JcP Employer Engagement teams

Sub-contractor / third sector responsibilities Close working and support for equivalent subcontractor employer teams

Sub-contractor / third sector responsibilities Receives and manages in-bound queries from suppliers Distributes supplier updates, guidance, etc.

Ingeus Deloitte Organisation Design Stakeholder 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

Locations:

CEO / COO REDACTED

Managing Director REDACTED

BEST staff will be based in Halifax, Wakefield and Pontefract.

Senior Contract Manager TBC

Operations Manager TBC

Operations Managers TBC Location/Site Manger Halifax TBC Wakefield - TBC Pontefract - TBC
Advisors Administration staff Receptionists

Regional Head of Employer Liaison TBC Interfaces with Contract administrator TBC

Quality Performance / Continuous Improvement team REDACTED

Ingeus Deloitte Organisation Design Stakeholder 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

Locations:

CEO / COO REDACTED

Skills for Work Manager REDACTED

Skills for Work staff will be based in Keighley.

Senior Contract Manager TBC

Operations Manager TBC

Operations Managers TBC

Site Manager Keighley TBC

Advisors Administration staff Receptionists

Regional Head of Employer Liaison TBC Interfaces with Contract Administrator TBC

Quality Performance / Continuous Improvement team REDACTED

Ingeus Deloitte Organisation Design Stakeholder 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

Locations:

CEO / COO REDACTED

Managing Director REDACTED

Pinnacle People staff will be based in Dewsbury

Senior Contract Manager TBC

Operations Manager REDACTED

Operations Manager TBC

Site Manager Dewsbury TBC

Advisors Administration staff Receptionists

Regional Head of Employer Liaison TBC Interfaces with Contract administrator TBC

Quality Performance / Continuous Improvement team REDACTED

Ingeus Deloitte Staffing numbers

Prime Contractor and Lead Provider Ingeus-Deloitte

Job Roles Year 1 Year 2 Pan - CPA ALL STAFFING NUMBER HAVE BEEN REDACTED Year 3 Year 4 Year 5

Total staffing numbers in West Yorkshire at contract start date and by end of July 2011 Lead Provider IngeusDeloitte BEST Skills for Work Pinnacle People Totals Minimum staffing numbers for contract start Minimum staffing numbers for end of July 2011

D OM SCM CM SHA IA CSC ESM EAM GF PA

Notes Staffing numbers are estimates based on expected customer flows and current financial projections. The staffing numbers used in the table opposite and on the following slides are peak staffing numbers in years 1 - 5 of the contract. Year 1 figures are therefore higher than the contract start and July 2011 staffing figures above. All staffing numbers have been calculated on the basis of full-time employment (37.5 hours per week). Staffing numbers are subject to change according to JCP customer flows and other operational variables.

Bradford DOM EA IA (RRT) Admin Leeds DOM EA IA (RRT) Admin

D OM SCM CM SHA IA CSC ESM EAM GF PA

Roles operating across the CPA Regional Director Managers Operations Manager Managers Senior Contract Manager Managers Contract Manager Managers Specialist Health Advisors In-Work Advisors Customer Support Coordinator Employer Services Manager Employer Account Manager Group Facilitator PRaP Administrator Roles based in a specific site Support Staff In-Work Advisors In-Work Advisors Support Staff Pre-Work Advisors Pre-Work Advisors Admin

Huddersfield DOM EA IA (RRT) Admin

DOM EA IA (RRT) Admin

Deputy Operations Manager Employment Advisor In-Work Advisors (part of Rapid Response Team) Administrator

Managers Pre-Work Advisors In-Work Advisors Admin

10

Ingeus Deloitte Staffing numbers

Lead Provider BEST

Job Roles Year 1 Year 2 Pan - CPA OM SHA IA CSC ESM EAM GF Halifax DOM EA IA (RRT) Admin Pontefract DOM EA IA (RRT) Admin Wakefield DOM EA IA (RRT) Admin Year 3 Year 4 Year 5

D OM SCM CM SHA IA CSC ESM EAM GF PA

Roles operating across the CPA Regional Director Managers Operations Manager Managers Senior Contract Manager Managers Contract Manager Managers Specialist Health Advisors In-Work Advisors Customer Support Coordinator Employer Services Manager Employer Account Manager Group Facilitator PRaP Administrator Roles based in a specific site Support Staff In-Work Advisors In-Work Advisors Support Staff Pre-Work Advisors Pre-Work Advisors Admin

DOM EA IA (RRT) Admin

Deputy Operations Manager Employment Advisor In-Work Advisors (part of Rapid Response Team) Administrator

Managers Pre-Work Advisors In-Work Advisors Admin

Lead Provider Skills for Work (Bradford Council)

Job Roles Year 1 Year 2 Pan - CPA OM SHA IA CSC ESM EAM GF Keighley DOM EA IA (RRT) Admin Year 3 Year 4 Year 5

11

Ingeus Deloitte Staffing numbers

Lead Provider Pinnacle People

Job Roles

Year 1

Year 2 Pan - CPA

Year 3

Year 4

Year 5

D OM SCM CM SHA IA CSC ESM EAM GF PA

Roles operating across the CPA Regional Director Managers Operations Manager Managers Senior Contract Manager Managers Contract Manager Managers Specialist Health Advisors In-Work Advisors Customer Support Coordinator Employer Services Manager Employer Account Manager Group Facilitator PRaP Administrator Roles based in a specific site Support Staff In-Work Advisors In-Work Advisors Support Staff Pre-Work Advisors Pre-Work Advisors Admin

OM SHA IA CSC ESM EAM GF Dewsbury DOM EA IA (RRT) Admin

DOM EA IA (RRT) Admin

Deputy Operations Manager Employment Advisor In-Work Advisors (part of Rapid Response Team) Administrator

Managers Pre-Work Advisors In-Work Advisors Admin

12