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Director of Strategy and Change Hm Passport Office DIRECTOR OF STRATEGY AND CHANGE HM PASSPORT OFFICE Recruitment Information Contents About the Home Office and HM Passport Office 3 Role Description 4 Person Specification 5 Response Instructions 6 Indicative Timetable 7 Recruitment Process 7 Terms and Conditions 8 Annex A – Home Office Equal Opportunities Statement 11 Annex B – Application Form (separate document) Annex C – Supplementary Information (separate document) 2 About the Home Office The Home Office is one of the original great Departments of State and has one of the most challenging jobs in government. Its mission is fundamentally important: to keep Britain’s streets safe and its borders secure. Each and every member of Home Office staff plays a part in making that happen. The Home Office leads on immigration and passports, drugs policy, crime policy, counter-extremism and counter-terrorism and works to ensure visible, responsive and accountable policing in the UK. These issues are at the heart of the Government’s agenda. The challenges the Department faces are significant and can change rapidly in the global environment in which we operate. This makes it one of the most exciting and stimulating Departments to work in. For further information on the Home Office see https://www.gov.uk/government/organisations/home- office. Her Majesty’s Passport Office Her Majesty’s Passport Office (HMPO) is a global operation responsible for issuing UK passports and for carrying out the functions of the Registrar General in overseeing the system of civil registration in England and Wales. It aims to be a world class passport and registration operation; delivering the right balance between public protection and customer excellence. HMPO has a staffing complement of over 4,000 spread across eight regional offices – Belfast, Durham, Glasgow, Liverpool, London, Newport, Peterborough and Southport – and a further 15 smaller interview offices across the UK. Each year this high volume customer focussed business: issues circa 7 million passports; issues 1 million birth, death and marriage certificates; receives approximately 1.5 million birth, death and marriage registrations from partners in the Local Registration Service; handles over 70,000 adoption, birth, marriage and death registration cases; and responds to over 6 million passport validation service requests. The British Passport remains one of the most secure travel documents in the world. Once an individual has secured their British passport this enables the individual to securely identify themselves around the world and in the UK. The integrity of our passport system is vital to national security. Further information can be found at https://www.gov.uk/government/organisations/hm-passport-office. Transformation HMPO has always led an ambitious programme of change across both the passport and civil registration arms of our business however we have recently reset our vision and outlined a far reaching transformation agenda taking us to 2020. There are four themes of transformation that are common across the Home Office systems of homeland security, immigration and citizenship, and law enforcement: Managing demand – we will take a whole system approach and work closely with users and partners to reduce demand for taxpayer funded services; Data – systems and operations will be data driven, technology enabled and intelligence led; Digital – modern, streamlined and efficient services will be digital by default; and People – our workforce of the future will be fewer, more professional and highly productive. For HMPO this translates into the following vision for 2020 and beyond: HMPO will be a digital exemplar across government and will offer a world class customer service whilst being uncompromising in our approach to public protection. Accessing a much wider data pool will allow differentiation so that the majority of current casework can be handled automatically with the minimum of human intervention. 3 Automation and use of biometric matching will remove many of the tasks currently done by people and deliver them with better security. Digital services will remove the paper and hence much of the administrative burden. The end-to-end service design delivered in collaboration with UK Visas and Immigration and others will reduce duplication across the immigration and citizenship system. What will be different for the public and users in 2020? Passport applicants will have a largely self-service, and where possible automated process, which allows them to apply online, provide all of their documentation and payment details over the internet, track progress of their application and receive the decision and documents in a convenient and rapid way. Role Description We are looking for a Director of Strategy and Change to lead the transformation of HMPO. This is an exciting and interesting opportunity to modernise and digitise a complex large scale organisation and make a real difference to a public service. There is significant scope to achieve in this space ahead of much of the Civil Service, to work at scale and to develop yourself in the role. You will need to work closely with the Chief Operating Officer to ensure that change is implemented without disruption to our day to day operations. You will report to the Director General of HMPO, Mark Thomson. Mark joined the Civil Service in 2015, prior to which he spent his entire career at Royal Mail where he held a variety of Managing Director roles. Mark is a dynamic, empowering and inspiring leader who exemplifies the high support and high challenge model. Key Responsibilities The Director of Strategy and Change will: own the strategy and vision for HMPO’s transformation over the next 3-5 years. Overarching objectives include: o reducing HMPO’s cost base by c.£100m per annum over 4 years; o managing a change budget of c.£110m; o delivering public protection benefits for all British citizens; and o delivering world class customer experience to over 7 million customers annually (of which around 0.4m are based overseas). implement the HMPO Transformation Plan with responsibility for all aspects of change from workforce design, business design through to IT delivery. Working closely with partners and programmes across both the Home Office and wider government to ensure coherence and maximum effectiveness of change delivery. have overall responsibility for ensuring delivery of the benefits defined in the Transformation Business Case, reporting through to Home Office and Cabinet Office as required; lead on the effective deployment of digital technologies with a view to continually improving and innovating to a higher quality, and without compromising our relentless user-centred approach. Digital and data are at the core of tomorrow’s Home Office and you will be excited and motivated to be at the heart of this business-wide transformation; continually innovate our digital services to deliver the best service for our customers; be a visible and accessible leader within HMPO, champion the Civil Service leadership values, and take on specific responsibilities relating to equality and diversity and other corporate objectives; 4 lead a team of around 200 people, with direct line management of two Deputy Directors and two G6 leaders. Deputy Directors have responsibility for strategic planning and design and project and programme management. G6 leaders have responsibility for Technical Architecture and People and Engagement. There will be an opportunity for the successful candidate to take stock of current resourcing to determine whether people and skills are being deployed in the right way and to build capability where required; maximise the efficiency and effectiveness of financial resources, ensuring value for money and return on investments. You will be expected to monitor budget spends, ensuring effective budget management at all times, and to provide robust and timely in-year financial forecasts; be a member of the HMPO Board and play a full and active role in the corporate management of the organisation. HMPO’s management board is collaborative and fast paced; you can expect to lead lively discussions on the transformation strategy, delivery and benefits realisation; be a member of various Home Office groups and Boards, contributing to the overall Transformation and Operation of the Home Office whilst representing HMPO’s interests and plans; and be an important member of the corporate leadership of the Home Office, promoting Civil Service reform (www.civilservice.gov.uk/reform) and contributing to the Home Office and wider Civil Service efficiency agendas. Person Specification In your application you should provide examples of your experience in meeting the appointment criteria listed below. These will be the key criteria for selection. ESSENTIAL CRITERIA A proven track record of delivering large scale change and digitising services to deliver service improvements and cost savings, preferably in a complex manual transactional environment involving large staff numbers. You will be familiar with Agile ways of working and digital technologies, with a clear understanding of how these can be put to best use in government. Senior leadership experience with a track record of leading and managing diverse and virtual teams. You will be adept at delivering through others, not under your direct command, and deploying people and skills optimally to achieve strategic priorities. Excellent strategic thinking skills, the ability to break down complex problems, identify the underlying
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