[workstation] MOM ANNUAL REPORT 2003 WHAT I LEARNT DURING SARS By Josie Kang Like her colleagues in MOM, Josie from the Corporate Planning and Organisational Development Department was at the forefront <strong>of</strong> the SARS battlefront. She tells the story <strong>of</strong> the courage, creativity, commitment and collaboration that MOMers showed during the crisis. On 28 April this year, our Permanent Secretary charged my department with the task <strong>of</strong> providing a line <strong>of</strong> sight <strong>of</strong> MOM’s involvement in the fight against SARS, to all MOMers. She felt that it was important for every MOMer to be tuned in to the new challenges facing MOM in wake <strong>of</strong> the SARS outbreak. The very next day, our first email issue <strong>of</strong> “News From the SARS Frontline” went out to all MOMers. We continued with these daily reports right up until the end <strong>of</strong> July, when the crisis was finally over. We filled our reports with inspiring stories <strong>of</strong> our own staff as they went about tackling their new SARS duties, so that other MOMers would be encouraged, energised and engaged in the battle against this potentially fatal virus. What struck me most, as I reflect on my experiences <strong>of</strong> the SARS operations at MOM, were the sterling attributes <strong>of</strong> MOMers which became evident in the way we handled the various problems and issues that arose. These attributes can be neatly classified into 6Cs: Courage, Creativity, Commitment, Collaboration, Caring and Community. Courage Our health and security measures were tightened. The first line <strong>of</strong> defence was at the ground floor <strong>of</strong> MOM. Some 50 MOM <strong>of</strong>ficers volunteered to serve at the front line as Team Leaders, responsible for ensuring that all visitors were screened before they entered the building. Some MOMers even put aside their own fears <strong>of</strong> infection and accepted SARS redeployment assignments. Creativity MOMers also exercised their imagination and creativity by exploring new and better ways <strong>of</strong> carrying out security and health checks on the ground floor <strong>of</strong> MOM Headquarters. In the first week <strong>of</strong> setting up these checks, the configuration <strong>of</strong> the queues changed as <strong>of</strong>ten as the number <strong>of</strong> days! However, these changes weren’t being made simply for the sake <strong>of</strong> change. Rather, it was a deliberate review <strong>of</strong> the operations to improve the queue processing time while minimising inconvenience to our visitors. Commitment The responsiveness <strong>of</strong> our staff in coming forward to volunteer and <strong>of</strong>fer much-needed assistance, the empowerment <strong>of</strong> front-liners to make decisions that improved the service to our customers, and the speed at which policies were reviewed and service counters relocated, highlighted MOM’s commitment to the fight against SARS. Many went beyond the call <strong>of</strong> duty to ensure that the level <strong>of</strong> customer service remained high and operations continued to run smoothly despite the additional precautions taken. Collaboration During the crisis, MOMers displayed strong teamwork spirit in the battle against SARS. With their “can-do” attitudes, they unselfishly covered each other’s duties and took on additional work when their colleagues were redeployed to man critical SARS functions. They also worked in close collaboration with other Ministries and Government Agencies. Caring Several health and safety precautionary measures were implemented to help MOM and our people stay SARS-free. Each MOMer received two thermometers and a bottle <strong>of</strong> Vitamin C tablets. Supervisors were supportive and expressed their care and appreciation in various ways. These many thank-you gestures expressed the appreciation supervisors had for the good work done by their staff. Community Everywhere I turned, I saw instances <strong>of</strong> heart-warming moments. Among MOMers, I witnessed a strong sense <strong>of</strong> willingness to better serve our colleagues and customers; a conscious effort to set aside personal work agenda to focus on the needs <strong>of</strong> others; as well as a single-minded determination in carrying out additional duties. Indeed, it was apparent that despite the challenges posed by SARS, there remained a strong sense <strong>of</strong> camaraderie among MOMers. Enduring Legacy The SARS crisis period was a stressful and high pressure period for many. But looking back, I realise that I had caught a glimpse <strong>of</strong> what “A Great Workforce and A Great Workplace” would be like. Each and every MOMer was empowered and energised to make a real difference to our colleagues and customers. Knowing that we had managed to make a difference to someone through our actions and made our organisation a better place strengthens my belief that whatever new challenges that may come our way, we, MOMers, will continue to choose to exert a positive influence on others. The SARS episode has taught us much about the strength and endurance <strong>of</strong> the human spirit, and the attributes, values and capabilities <strong>of</strong> our fellow MOMers. And we will take these lessons with us on our continuing journey to create “A Great Workforce and A Great Workplace” at MOM. 67