Who’s Responsible for What? Getting Organisational Structure and Accountability Right
When tenders ask about governance, quality assurance, or leadership, what they’re really asking is this:
Who is responsible for what? And how do you make sure nothing falls through the gaps?
Organisational structure and accountability aren't just internal tools — they're signals of service quality and oversight. Commissioners want to know:
- Who leads your service — and what relevant experience or qualifications they have
- How decisions are made — including how frontline practice links back to governance
- What systems you use — to delegate, monitor, and escalate issues when needed
In your tender response, don’t just include a job title or vague statement like "The manager oversees quality." That tells commissioners very little. Instead:
- Include a governance chart or hierarchy description — to make lines of accountability clear
- Explain oversight mechanisms — like monthly audits, management meetings, or Board reporting structures
- Describe the relationship between strategic and operational roles — show how leadership supports day-to-day quality
Accountability also means being honest about where responsibility lies if something goes wrong. If your organisation has clear escalation routes, named leads, and regular performance oversight, say so. These are all signs of maturity and reliability.
And don’t forget to mention how people who use the service are included — good structure includes co-production, not just internal hierarchy.
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Updated for Procurement Act 2023 • CQC-aligned • BASE-aligned (where relevant)