VOSA's directing board
VOSA's directing board
Agency directors
Chief Executive |
Stephen Tetlow |
People and Change Director |
Tony Downes |
Chief Operating Officer |
Alex Fiddes |
Customer Director |
Kevin Rooney |
Services Director |
David Trussler |
Strategy and Performance Director |
Alastair Peoples |
Finance, Estates and Facilities Director (interim) |
Stephen Avery |
Non-executive Director |
Paul Smith |
Non-executive Director, Chair of Customer Forum |
John Doran |
Non-executive Director; Chair of Audit and Risk Management Committee; Chair of Remuneration Committee |
Alex Jablonowski |
VOSA’s organisation structure
VOSA’s activities are managed as follows:
• Chief Executive’s Office
• Contains the Chief Executive and Internal Audit
People and Change Directorate
Investing in VOSA’s future by leading the implementation of the strategic People agenda and heading up the coordinating authority for the £100m+ change portfolio. Also leads the Communications hub for VOSA, providing internal and external communications support throughout and beyond the agency.
Specific responsibilities include:
• Human Resources, including HR Business Partnering and Service Delivery
• Employee Engagement, including TUS relations
• Organisational Design, including Performance Management, Business Design Authority and Workforce Planning
• Organisational Development, including training and diversity
• Communications
• Change and Portfolio Services
Chief Operating Officer
A delivery focused directorate that provides effective and efficient delivery of front line enforcement, testing, licensing services and administration to support that activity. The directorate also provides administrative support to the Traffic Commissioners in their role as regulator.
A wide range of activities are carried out to check compliance of roadworthiness and road traffic legislation at the road side, operators’ premises, MOT garages and statutory inspections of vehicles in our network of GVTSs and designated premises. To support the work of our enforcement activities, a specialist group is available for the more complex investigations arising from serious non compliance
The directorate is created to provide a management structure that allows the front line staff to focus solely on delivery of road safety services. All supporting services are managed by dedicated teams both within, and external to, the directorate.
Specific responsibilities include:
• Operational Scheme Management
• Special Investigations Unit
• Testing
• Enforcement
• Licensing
• Bus Compliance
• Support to Traffic Commissioners (TCs)
• Public Inquiry Units
• Technical Services support
• Non-financial Operations
• Accidents and Recalls
• Intelligence & Targeting
• Regional Intelligence Units
• Special Investigations Unit
Also includes Information Directorate
The directorate exists to transform VOSA’s Information Technology and Information Management into a class leading provider of customer and agency services, delivering efficient IT services to users and customers, together with timely, accurate information and intelligence to improve decision making and innovative IT solutions to enable the VOSA change agenda.
Specific responsibilities include:
• Delivery of Intelligence & Information Technology strategy
• Delivery of Intelligence to support VOSA Enforcement efforts
• Delivery of high quality cases to Traffic Commissioners
• Delivery of Technology Services and IT-enabled improvement
• Delivery of Information Management services
• Delivery of e-service infrastructure and operational support
• Management of ATOS partnership
• Management of Siemens / MOT PFI Contract
Strategy and Performance Directorate
The directorate is responsible for translating VOSA stakeholder and customer requirements in to strategy, policy and plans that will take VOSA forward to 2011 and beyond. The directorate receives legislation and policy from DfT and Europe and feeds back the opinions of the industry to the policy makers.
It also monitors and reviews VOSA performance against strategy, policy and targets and supports the Chief Executive and the Board to enable them to make informed decisions, leading the provision of support to the VOSA Directing and Management Boards.
The directorate sets VOSA’s corporate governance and provides a corporate view on the way we work, including providing a central point for corporate administration such as ministerial briefing, complaint handling and appeals.
Specific responsibilities include:
• Identification of priorities and leading innovation and change
• SSDL/DfT policy contact for all areas of VOSA’s work
• Support the UK position in Europe on policy development and implementation
• Corporate Office including ministerial liaison, complaints and MOT appeals
• Board secretariat
• VOSA strategy
• Development of business plans to deliver Secretary of State targets
• Monitoring of performance against plans and coordination of action to stay on plan
• The development of VOSA enforcement and testing schemes
• Corporate governance
• Risk and Quality Assurance
• Chairing the VOSA Product Management Group
• Research and Development team
Customer Directorate
The directorate exists to increase road safety compliance amongst VOSA’s customers by ensuring that VOSA has a sound understanding of customer needs and the right mix of services, educational support and guidance available to inform and support customer compliance.
The directorate is tasked with managing customer relationships; advising, informing and supporting customers; and measuring and monitoring customer feedback.
Specific responsibilities include:
• Strategic leadership to achieve outstanding relationships with key customers and customer groups (eg Trade Associations, Vehicle Manufacturers, Operators, partner agencies)
• Leadership of an ethos of customer focus throughout the Agency
• Ensuring VOSA’s customer services are in the top quartile of all public services
• Ensuring the services and products that VOSA delivers are designed to meet the diverse needs of, and are appropriate to, the full range of our customers
Services Directorate
The Services Directorate is responsible for transforming customers’ experiences of interacting with VOSA, by improving the key business processes that customers interact with. It is planning and delivering channel shift for customers, together with the launch of new e-services.
It will add value by reducing service costs, improve service performance and quality, effectively use VOSA’s knowledge of customers, and introduce new services that will be of value to customers.
Specific responsibilities include:
• Using the Transforming Customer Services Programme (TraCS) to design and deliver the full spectrum of change (People, Processes, Technology) across the key service transactions - Apply, Book, Pay, Enquire
• Measuring the parts of the customer experience that are important to customers and tracking our delivery against these
• Redesigning the customer experience by putting in place activities to improve the customer experience of interacting with VOSA, and reducing the costs to customers and to VOSA
• Developing our strategic channels of Web and Customer Service Centre to handle the customer service transactions of Apply, Book, Pay and Enquire across all schemes
• Learning from our progress and improving the interactions we have with customers
Finance, Estates and Facilities Directorate
The Directorate is responsible for the management of VOSA's finances, and for the management of all its estates and various facilities, throughout the UK
Specific responsibilities include:
• Finance and accountancy
• Facilities
• Contract management
Page last updated: 07/07/2008