MAY / JUNE 2012

PLUS The value of musty archives unveiled p5 Weeding out black sheep p30

The skinny on the best meeting venues p42

PULLOUT

28 A CuppA With… “LEADERSHIP MAKES OR BREAKS AN ORGANISATION” Leo Yip, Chairman of the Economic Development Board, on the qualities of a leader

ON THE JOB14 the big ideA UNNECESSARY CREATIONS They boost creativity and passion

36 LeVeL up KNOW YOUR TEAM’S “COLOURS” This will help you work better with others

lifEsTylE

16 OffiCers With A pAssiOn HE’S A SUPER TROOPER Meet the architect who’s a Star Wars geek

19 the ChALLenge puLLOut MONEY MONEY MONEY 8 pages of tips to triple your $$$

38 Life.styLe SERVING UP A NATIONAL OBSESSION Top spots for great cuisine and sights

42 direCtOry GETAWAY PLACES A list of venues for retreats and meetings

44 the irreVerent LAst pAge PUBLIC OffICER Our take on the “What I really do” Internet meme

COvEr sTOry08 GROWING THE RIGHT CULTURE Everyone’s gotta chip in to live out values

fEATUrEs05 MORE THAN JUST OLD SCHOOL MEMORIES The work of the National Archives of Singapore, documented

37 DO YOU REMEMBER WHEN POLICEMEN WORE SHORTS? Share recollections with the Singapore Memory Project

30 WEEDING OUT BLACK SHEEP A cheat sheet on spotting and reporting sneaky behaviour

32 STAR POWER Five extraordinary individuals who go the extra mile – always

HiGHliGHTs04 NEWS fROM THE SERVICE

viEWPOiNTs02 INBOx Your views on the Mar/April issue of Challenge

03 yOur sAy OffICE SUPERHEROES Readers nominate the superheroes of their workplaces

18 thinking ALOud SOCIAL MEDIA IS NO WONDER DRUG Focus on relationships to succeed in social business says Keith Nakamura

27 Letters tO A yOung pubLiC OffiCer SPEAK YOUR MIND Aw Kum Cheong from the Manpower Ministry explains why

19

28

14

38

44

Baa~

32

30

The Challenge editorial team was reviewing this issue’s Your

Say Off ice Superheroes entries, when I found myself looking for

something more than the ‘commonplace’ “going out of their way”

or “taking on more than his share” type of story.

However, when Bridgette, our contributing editor (and a non-

public officer), mentioned she had been heartened by how these entries

reflected the good that is in the Public Service, it made me sit up.

Has going the extra mile become such a part and parcel of our Public Service culture

that it ’s so easy to take it for granted? Have our values of Integrity, Service and

Excellence become so ingrained that we often unknowingly espouse them through how

we act without consciously talking about them?

These suspicions were confirmed as we pieced together this issue’s Cover Story about

Growing the Right Culture. Public Service leaders we asked struggled to recall stories about

values being exemplified. Like me, they were looking for the ‘extraordinary’. One officer

candidly said no one had specifically highlighted the values to her during her 14-year Public

Service career, but she was almost certain these values had become second nature to many.

As the unseen lifeblood of an organisation, sadly, values are often noticed only when absent,

and by then, the negative effects have festered. That is why as cliché as it may seem, values

should still be reinforced, and everyone at every level can play a part. In A Cuppa With…

EDB Chairman Leo Yip shares his thoughts about the role of leadership in shaping an

organisation’s culture. In Star Power, we celebrate some of this year’s PS21 Star Service

Award nominees for their spirit of excellence.

On a personal note, it has been humbling to be given the privilege to helm Challenge. As

you can see from our photo, the editorial team is raring to serve up the usual plethora of

flavourful stories you’ve come to know and enjoy. So rest assured, as we

continue cooking up a storm in the kitchens of Challenge. The key

ingredient that has become our signature taste – approaching the Public

Service differently – will be preserved. Bon appétit!

Cooking Up A Storm

I enjoyed reading the cover story

“Beyond the Gold”. I left the public sector for five years and returned nine months ago. I can see a huge enhancement to the publication, and my congratulations go out to the team. Keep up the great work.

Gloria ChinNEA

INBOXINBOXPublisherPS21 Office, Public Service Division, Prime Minister’s Office100 High Street, #07-01 The TreasurySingapore 179434 Email : psd_challenge@psd.gov.sgWeb : www.challenge.gov.sg

For enquiries or feedback on Challenge, please write to the Challenge Editorial Team at psd_challenge@psd.gov.sg.

Editorial Advisor Agnes Kwek Editor Tan Hui MinAssistant Editors Shaun Khiu, Christopher Teo & Geraldine YeohEditorial Assistant Eric Loy

Tuber Productions Pte Ltd298 River Valley Road Level 2Singapore 238339Tel : 6836-4030Fax : 6836-4029Email : info@tuberproductions.com Web : www.tuberproductions.com

ManagementDirector Lee Han ShihManaging Director Weiling WongProject Director Liew Wei Ping

EditorialContributing Editor Bridgette See Editorial ConsultantKoh Buck SongStaff Writer Chen JingtingInternMuhammad Irwan ShahContributors Richard Hartung, Ryandall Lim, Jeanne Tai, Sheralyn Tay & Wong Sher Maine

CreativeCreative Director AshikArt DirectorYip Siew FeiGraphic DesignerNg Shi WeiProduction Manager Nurul MalikStaff Photog rapher Farhan Darma

Contributing Photog raphers Charles Chua (athousandwords.com.sg)Ryan Kwok (www.evolvefoto.com)Justin Loh (shininghead.com)Norman Ng (www.normanng.com)

Challenge is published bimonthly by Tuber Productions Pte Ltd (Registration No: 200703697K) for PS21 Office, Public Service Division, Prime Minister’s Office. Copyright of the materials contained in this magazine belongs to PS21 Office. Nothing in here shall be reproduced in whole or in part without prior written consent of PS21 Office. Views expressed in this magazine are not necessarily those of PS21 Office or Tuber Productions Pte Ltd and no liabilities shall be attached there to. All rights reserved. All information correct at time of printing.

Printed by KHL Printing Co Pte Ltd (Registration No: 197801823M) 57 Loyang Drive Singapore 508968

Editor: We love it when our stories are enjoyed and shared! If there’s a person or an issue you would like to see featured in Challenge, email us at psd_challenge@psd.gov.sg.

MARCH / APRIL 2012

Challenge is not only an interesting read but did you know it can help you in your work? We were looking for work-life stories to share with staff and came across Jason Wong’s piece on fathers making a difference. It was exactly what we needed! Thanks for letting us share the story internally. Many told us they loved reading such real stories and experiences from their colleagues.

Pamela TanMCYS

To celebrate our Public Service values, Challenge

is giving away specially designed

tote bags to our readers. Make sure

you’ve got yours!

*Design by Tuber Productions

Email us at psd_challenge@psd.gov.sg The best entry will win an attractive prize worth up to

$100! All other published entries will win shopping vouchers worth $30 each. Please include your name,

agency email address, agency and contact number. All entries should reach us by June 15, 2012.

03Your Say

Arthur Ng, Immigration and

Checkpoints Authority

Arthur is our unsung hero who ensures that all court forms are account-able for Court mention

even if it ’s not his duty. It’s our fortune and pleasure to work with

him. Always remember that when you need help

just call the name “Arthur” and he’ ll be there. Do you ever wonder why you can sleep soundly at night? It’s because the great superhero “Arthur” has done his rounds.

Sam Samudra MizzyICA

Eric Pok & Ryan Hong, People’s AssociationOne Saturday at the Toa Payoh East Community Club, children having tuition were interrupted by a huge husky on the premises. Unaware of possible risks, they crowded around the dog. Constitu-ency Manager Eric Pok and Constituency Management Executive Ryan Hong were concerned for their safety and ushered them back to class. The duo lodged a missing dog report, bought dog food, and took the dog to a vet to scan for an embedded identif ication microchip. This helped to reunite the husky with its owner. Their actions were truly commendable.

Jeffery LimPA

Congratulations! Because you’re

so awesome, Challenge is giving

away $30 vouchers to all

featured superheroes as a ‘Thank

You’ for being incredible at work.

As a hat-tip for the nominators,

we’re also giving you $30

vouchers each! So watch out

for them in the mail!

Leelavathi, National Environment Agency Customer Service Off icer Leelavathi has been with NEA since 1976. She’s always consistent in her work. At the peak of the election campaigns last year, our unit received a high number of appeals and feedback. Leelavathi went the extra mile, despite the increased workload, and scanned our replies for errors before they were sent out. Because of this, we

prevented some erroneous replies from going out, especially during

this sensitive period. Leelavathi retired on March 29 and we’d

like to take this opportunity through Challenge to thank her for her

invaluable service.

Yan Chui PingNEA

Sufiah Mohd Salleh, National Parks BoardSuf iah is the heroine of the Lifestyle Busi-ness Division. Beneath her shy and unassuming exterior is a super-woman who produces high quality work under minimal supervision. She makes the task of assisting eight managers and the director look easy. With her built-in Google search engine, she always has answers to our queries. A manager said recently: “I really don’t know what I’ ll do without her.” She is the division’s heartbeat, No. 1 in her work and No. 1 in our hearts.

Mark Teo NParks

Readers tell us who has

been saving the day at

their workplaces.

Coming up...nEWSfrom theSERViCE

HONOURING INFOCOMM CHAMPIONSThe search is on for organisations using infocomm technology to attain organisational excellence and improve public service delivery. The Infocomm Development Authority of Singapore (IDA) and Singapore infocomm Technology Federation (SiTF) are calling for nominees for the National Infocomm Awards (NIA) 2012. The Most Innovative Use of Infocomm Technology (Public Sector) award category recognises public agencies that have effectively and innovatively deployed infocomm technology to enhance productivity or competitiveness. NIA 2012 winners will be honoured at a gala dinner in October 2012. Nominations close June 30, 2012. www.nia.sg

MTI FAMILY AWARDS The MTI Firefly Family celebrated the Ex-CEL spirit (Excellence through Continuous Enterprise and Learning) with the annual MTI Awards recognising teams and individuals ex-emplifying these values. Ten teams and nine individuals were presented with prizes and cer-tificates by Minister for Trade and Industry Lim Hng Kiang at the MTI Firefly Symposium on

24 April 2012. The Borderless Award and Innovation Award celebrate the best teamwork across agency boundaries and continuous innovations and improvements. The 10 winning projects spanned the following areas: mea-sures for developing local industries, technological innovations to improve land and energy use, and longer-term economic planning. Nine individuals across the MTI Firefly Family were recognised for their significant contri-butions to continuous innovation and outstanding effort in promoting Ex-CEL, through the Ideas Champion Award and Outstanding Efforts Award. Award winners spanned different levels of seniority and were exemplary in their passion to improve and lead in their areas of work.

SELF-DISCOVERY THROUGH THE ARTSThis year’s Singapore Arts Festival (May 18 – June 2) centres on the theme of “Our Lost Poems” to take audiences on a journey of self-discovery through stories, legends and myths of the past. The festival will have a strong repertoire of contemporary works rooted in Asian history and culture, as well as projects and collaborations with over 500 artists and groups from Singapore and the world. www.singaporefest.com

WATER WONDERSIn conjunction with International Water Week, a series of activities will be organised by the community for the community, to generate greater awareness and ac t ion to preser ve Singapore’s water resources. Events such as Singapore International Water Festival and Primary School Water Festival will be held from June 30 to July 8. For more information, write in to pub_watershowcases@pub.gov.sg.

ALL ABOUT KIDSThe sky’s the limit when it comes to creating content for Asian children. The Ar ts House will be hosting the Asian Festival of Children’s Content for the third time this May 26-29. Get the buzz on an untapped industry for young readers with big potential, as the festival brings together content makers, international buyers and readers looking for books and related materials for children. www.afcc.com.sg

Asian Festival ofChildren’s Content

HighlightsIHighlights04

Ryandall Lim revisits his days of yore at the National Archives of Singapore and learns the value of preserving the past for the future.

More Than JusT

I remember the recess bell, and the shouts and laughter from hundreds of unruly little boys that fol-lowed soon after. I remember standing in the corner – punished for having long hair – and having my book thrown onto the plant outside for forgetting to do my corrections.

more than two decades later, the centre of mischief that was Anglo-chinese Primary school is long-gone. And even though part of the building remains, there’s not a whimper from it, at least from the outside. but inside, a much bigger part of history is being retold.

Collectors of memoriesOn a quiet stretch of canning rise, between the singapore Philatelic mu-seum and registry of marriages, sits the National Archives of singapore (NAs). Its quiet, unassuming exterior hides a labyrinth of rooms where over 70 staff are busy at work.

From restoring tattered, bookworm-eaten records, to converting old videos from lost formats, to interviewing guests for the Oral history collection, these unsung heroes work diligently, some almost silently, meticulously preserving our collective past. Their work is tedious

– converting copious oversized maps and town plans into more accessible microfilm that will last hundreds of years, or separating thousands of fragile, torn pages from century-old books to strengthen them with paper pulp.

sheer dedication and perseverance are unspoken prerequisites for a job at the Archives, an institution of the National heritage board. but as the archivists will tell you, it is the pride of fulfilling a form of national service that keeps them fuelled on the job. They are, af-ter all, entrusted with the honour of maintaining the annals of singapore.

Photos by Justin Loh

Old school memories

Building plans awaiting digitisation. NAS has more than 238,000 building

plans of colonial buildings, government buildings and residential houses, many

of which are no longer in existence.

05Feature

Primarily, NAs appraises and maintains public records of national and historical significance, and serves as custodian of singapore’s memories. to date, it has an impressive collection of information in various media, termed archival holdings, dating back to the early 1800s. Among these are original handwritten copies of straits settlements manuscripts.

As part of its outreach, NAs organises exhibitions and heritage activities, and manages two interpretative centres – memories at Old Ford Factory and reflections at bukit chandu. (read ‘reliving the Past ’ in Challenge Jan/Feb 2012)

NAS FActS & FigureS

4.5 millioN

f ile records from public agencies

2,400 volumes of Straits

Settlements manuscripts

NAS was established in 1968 and has close to:

76,000 hours of audio-

visual recordings

19,000 hours of oral

history recording

6,000 posters including

those from old government campaigns

50,000 private records

senior conservation Officer Jennifer Lim, who oversees the Archives con-servation Lab, is one of two dozen staff who painstakingly fumigate, dis-mantle, wash, mount, stitch, press and hot-stamp records and other archival holdings every day. to her, it is not just about sharing and knowing the past; it is about learning from it. “I recall being taught during my school days that the history of a nation will impact its future. The good parts should be remembered while the pitfalls should not be forgotten, but avoided.”

helming the NAs is i ts director mr eric tan who remains constantly inspired by his colleagues’ work.

“For sure, I am truly privileged to be able to work here. my colleagues have been doing a wonderful job, and all for the benefit of singaporeans. It’s tough work, which requires much discipline, self-motivation and passion.”

he proudly shows off two neat rows of NAs publications on a low bookshelf in his simple office and picks up a copy of The Causeway, a recent collaboration with the National Archives of malaysia.

“In the past, there was no causeway. trains were shipped on barges across from Johore where they would continue on a track in singapore,” explains mr tan.

Old playback machines painstakingly maintained

so that obsolete AV media (right) can be

converted for use.

Senior Conservation Officer Wah Jum checking pH (acidity levels) of documents in the Conservation Lab.

Conservation brushes.

NAS moved to its current location at

1 Canning Rise in 1997.

Public records awaiting digitisation at the Imaging Preservation Lab.

It’s tough work, which requires

much discipline, self-motivation and passion.

In late 2011, NAS uploaded maps of Bukit

Brown Cemetery’s burial plots and other

vital information online. All one needs is the full name and year of death of the deceased

to f ind the exact burial location.

And...On average, NAS

preserves about

10 per cent of public records, of which

one per cent are in original hard copy

NAS manages a database called

Access to Archives Online, or a2o,

with online public access

24/7

NAS has organised close to

30 travelling exhibitions,

published nearly

50 books and produced about

10 historical documentaries.

From 2003 to 2007, about 15 NAS staff worked on one of its

most extensive projects – the Pedra Branca case – spending over

25,000 hours researching, and working

with the archives of India, Indonesia, United Kingdom, the

Netherlands, Australia andNew Zealand.

helping singaporeans learn and re-member bygone days is another of NAs’ main functions, stresses mr tan, for the archives’ intrinsic value becomes apparent as memories of the past live on for future generations.

Critical role of historybut NAs’ value is also very current. Its support was pivotal during singapore’s fight for Pedra branca, an outlying island claimed by malaysia. ms Kwok toi chi, Assistant Director, records management, relates how NAs staff spent countless days and nights scruti-nising records in search of documentary evidence to support singapore’s territo-rial claims.

Among the key finds was a letter dated september 21, 1953 from the Acting state secretary of Johore, stating that his government did not claim owner-ship of Pedra branca. This gem helped the International court of Justice rule in singapore’s favour.

“When the results were announced on may 2008, there was a great sense of relief and jubilation from the team members. We felt that the time spent ploughing through the voluminous records was worth every ounce of our energy and effort,” says mrs Ng Yoke Lin, senior Archivist of the Audio-Visual Archives Division who was among those who helped out in the case.

more recently, plans to build an ex-pressway through part of bukit brown cemetery are underway, and many singaporeans have come forward to find out where their ancestors might have been buried. Once again, NAs’ support has become vital because of its record of burial registers.

For Archivist cindy Yong, part of the seven-officer team handling matters per-taining to bukit brown cemetery, who also assists with front desk enquiries at the Archives reading room, the hard work pays off when she’s able to help make the “connection”. “There is a sense of fulfilment for me at the moment when families find their ancestors.”

Often, people seek school or marriage records – not just for posterity but sometimes for material evidence for legal proceedings.

Nowadays, most walk-in search requests come from schoolchildren who need information for history projects. It has thus come full circle: a place where children once sought information, has come to serve this purpose, once again. And though the noise of canning rise has faded, a different life is being nur-tured within those walls – our history that will live on.

Preparing to bind conserved records dating back to the 1800s.

Senior Conservation Support Officer Jeremy Lam Koy Shin at the pristine Archives Conservation Lab.

Conservation Officer Salimah Binte Ismail prepares to bind conserved records dating back to the 1800s.

07Feature

but through increased conversations between Public Service leaders and their teams.

“So there’s a better understanding of how changing operating environments could have implications on how the values are lived out,” he explained.

Formally, the Civil Service College (CSC) – the Public Service training arm – has a systematic curriculum to cover values and ethos in the induction programme for every new officer. CSC Dean Lionel Yeo said that trainers use case studies and scenario cards to trigger discussions about desirable mindsets and behaviour. “Fireside chats” with public sector leaders let officers – incumbent and new – engage them directly on issues.

When Challenge asked some officers to recall the Public Service values, there was an even mix of those who could and those who couldn’t (see below).

An officer said: “I don’t recall anyone specifically highlighting these values to me at any point of my 14-year career in the Public Service. Yet she felt that many are already living out the values. “[Officers] may not know them col-lectively as ‘the Public Service values’, but I’m almost certain these values have become second nature to many.”

I n 1996 , t h e CA nA D I A n government set up a programme to raise awareness of industries in Quebec province. It seemed to run well, until widespread corruption was discovered in 2004. Investigators found serious fraud, including funds channelled back to the ruling Liberal Party, and millions paid for work never done. The scandal cost the Liberals the 2006 election.

Subsequently, the Canadian govern-ment decided to focus on strengthening public service values to prevent another slip-up. An independent office was set up for faster reporting of wrongdoing, and for annual reports on integrity in the public service.

the Canadian experience shows the need to build a strong culture of public service values. Because when values are thrown into question, public distrust festers. When a government strength-ens its values, public confidence can be restored and grow stronger.

Singapore’s Public Service has not been infallible. In recent months, the question of values has emerged more strongly than ever, with convictions of public officers for cheating and other investigations for alleged misconduct.

head of Civil Service Peter Ong said in March 2012 that “episodes like these

undermine our reputation as a Public Service that ’s clean and incorrupt. It makes some wonder if the Public Service and the values we espouse are being eroded. There are officers who’ve felt let down by these episodes. I share the same disappointment.”

the only way to preserve trust and ensure that individual failings do not lead to systemic weaknesses, he said, is to take firm, decisive action against those in the wrong.

he reiterated that his “faith in the integrity of public officers and the Public Service has not wavered”, not-ing that most officers continue to earn public trust.

The Singapore Public Service valuesThe Singapore Public Service’s current set of core values – Integrity, Service and excellence – was developed in 2003 to strengthen Public Service identity and reflect shared ethos. Despite the recent incidents, Mr Ong says the current Public Service values are still “relevant today”.

But he admits that the “communica-tion of the values, what they mean, and how they should guide our everyday decisions and behaviours can be im-proved”. not in a top-down approach

Challenge spoke to some public officers:

Dr Marieta

Chan of the

Health Sciences

Authority (HSA)

thinks that more

frequent “reminders”

of the values

would be good

“especially when

we’re overworked

or stressed out from

work as they can

give me a ‘boost’ to

remind me that my

work helps

the public”.

A Media Development Authority (MDA) officer said: “Our core values are integrated into our appraisal form. They’re hard to miss and now totally ingrained in staff psyche!”

Another

officer who

only recalled his

agency’s values

suggested

posting the

Public

Service’s

values more

prominently

on agencies’

Intranets.

An officer said she

knew the importance

of values but “I’m swamped

by daily work to even

integrate and care about the values

and culture.”

09Cover Story

Another officer said that while it may not seem “very cool” to be regularly reminded of the vision and mission, “it bears repeating and reminding people why they chose to be in the Public Service in the first place.” She added that her Permanent Secretary has a knack of making speeches that inspire staff and remind them of the Public Service values without coming across as preachy.

The importance of culture and valuesValues, according to Michael hen-derson and Dougal thompson from consulting firm Values At Work, are “ ‘ideas’ of what gives a sense of mean-ing or worth”. Values are then applied within an organisational culture. John Purcell from the Chartered Institute of Personnel and Development (CIPD) in europe said that “organisational culture is a system of shared values and beliefs about what is important, what behaviours are appropriate and about feelings and relationships internally and externally.”

The importance of values and culture are increasingly being recognised. Singapore’s Public Service values, for instance, have contributed to the country’s success.

Brand Finance picked it as one of the world’s 10 fastest-growing nation-brands, and said the ranking reflects Singapore’s clean government, efficient infrastruc-ture, low corruption, hospitable business environment, well-educated english-speaking workforce and pro-business values. transparency International ranked Singapore on par with Denmark and new Zealand for the world’s highest transparency and accountability.

Values and culture are prized in the private sector too. Much research has shown how strong corporate culture and values make a big difference to organisations.

Business guru Jim Collins wrote in his book Built to Last that culture is a key determinant of sustained superior performance for successful companies. Mr Collins said that “architects of visionary companies don’t just trust in good intentions or ‘values statements’; they build cult-like cultures around their core ideologies.”

Former World Bank Values Coordinator Richard Barrett said that “creating a corporate culture that aligns with the values of all stakeholders, employees, customers, shareholders and society is

the critical issue for business in the 21st century.”

Professor David Giacalone of temple University told Challenge that “both consumers and potential employees want to be associated with organisations with the right values.” This means strong values help organisations attract the right talent, and also boost bottomlines.

One of the best-known examples of a successful culture built around core values is technology giant hewlett-Packard(hP). Founders W il l iam hewlett and David Packard built the company around the values of technological contribution, superior performance, hiring the right staff, contributing to the community, and integrity that became known as ‘The hP Way’.

For decades hP followed ‘the hP Way’, using everything from stories and rituals to rewards to reinforce values, to become a high-tech success. When hP veered off-course and made “a series of decisions incompatible with the fundamental precepts that made the company great”, as Collins described it, the company started downhill towards mediocre results.

SAS InStItute Leadership training consultant Michael Stallard writes on his website (www.michaelstallard.com) that SAS co-founder Dr Jim Goodnight (left) has long believed that “work environments affect employee productivity and retention”, and that “the work culture is key to the creativity inherent in knowledge work”.  From the get-go, he treated SAS employees as he wanted to be treated. In return, he expected they would be more likely to stay, align their behaviour with organisational goals, and give their best. Staff perks include a health club, subsidised cafeteria and child care facility onsite. SAS has no dress code, no set work hours nor any limit on sick days. There is a culture of informality and openness, and Dr Goodnight holds “Java with Jim” sessions for employees to have coffee with him and ask any question.  Mr Stallard observed that “the culture works because it meets human needs that are necessary to thrive at work: respect, recognition, belonging, autonomy, personal growth and meaning. When these needs are met, people thrive, individually and collectively”. 

SIngAPore PrISon ServIce (SPS)Up till the late 1990s, SPS focused on secure custody of offenders. After Mr Chua Chin Kiat (left) became head of SPS in 1998 after a long career in the police force, he visited many prisons and “realised how little we did for the inmates”. As he told the Wall Street Journal, he knew “we needed to change”. After studying prisons overseas and analysing academic research, Chua came up with an entirely new approach. Prison officers would become “captains in the lives of offenders committed to our custody”. This required officers to get to know the prisoners and make a difference in their lives, something which upended past practices and made some officers uncomfortable. But recidivism dropped 50 per cent between 1995 and 2005, and SPS has been named Singapore’s top employers twice.

11Cover Story

the first is for leaders to acknowl-edge their role. Deborah Rhode and Amanda Packel wrote in the Stanford Social Innovation Review that “of-ten, the most critical determinant of workplace culture is ethical leadership. employees take cues about appropri-ate behaviour from those at the top. no organisational mission statement or ceremonial platitudes can counter the impact of seeing leaders withhold crucial information, play favourites, stifle dissent, or pursue self-interest at the organisation’s expense”.

But the burden doesn’t rest only on top honchos. Mr Ong told Challenge that those in supervisory roles must lead by “ living” the Public Service values daily. even middle managers can help cascade values down, for a sense of ownership.

nurturing a values-based organisational cultureResearch has begun to indicate the fundamental steps organisations have to take to strengthen values. having the right human resource (hR) practices is critical. Prof Giacalone listed four important ones (see above).

Consulting firm Accenture says values can be “brought to life” through ritu-als, lessons, images and stories that top management uses to show how values translate into action. Over time, these strategic messages become shared mindsets permeating the organisation.

Online retailer Zappos.com’s CeO tony hsieh wrote in online media Huff ington Post that “if you get the culture right, then most of the other stuff, like delivering great customer se r v i ce o r bu i ld ing a long- te rm

enduring brand or passionate employees and customers will happen naturally on its own.”

Culture, he wrote, starts with the hiring process, so all recruits go through two rounds of interviews; the first to assess technical skills, the second for “culture fit”. Zappos.com has rejected highly competent people who did not “fit ” into its culture. After hiring, everyone undergoes four weeks’ training on com-pany history, vision and philosophy, as well as customer service training (re-gardless of their designations) as this is the core of Zappos.com. Commitment to core values, added Mr hsieh, is being “willing to hire and fire based on them”.

Leaders have to exemplify valuesto put the concepts outlined by Prof Giacalone into practice in the Public Service, there are three critical steps.

For staff to imbibe the right values, leaders must openly model the values at the work place.

Having effective recruitment and selection practices help bring in individuals whose values are aligned with their employers.

Training and development help to embed values within the organisation.

Close the “loop” by clearly and effectively rewarding individuals whose behaviour integrates the values.

Wit

h ad

diti

onal

rep

orti

ng b

y B

rid

gett

e Se

e

economic Development Board Chair-man Leo Yip advocates living out values in daily decision-making. “It ’s one thing to talk about [values] but another to be doing it every day. Very few decisions are straightforward. When you make that decision, [you first] weigh different factors to trade off. If there’s a trade-off between integrity and something else, and if integrity doesn’t win the day, then your value isn’t meaningful.”

he said this has an impact on staff as they can see clearly if their leader’s decisions are aligned with the organisa-tion’s values.

create rituals, tell storiesthe second step is to tell stories, creating rituals and images that rein-force Public Service values. Leaders who hear heartwarming stories about officers who exemplify the values can talk about them over lunch or at sessions like “Java with Jim” (refer to page 11).

Mr Ong did just this at the recent Administrative Service Dinner when he spoke about nParks officer Yang Shufen’s dedication to excellence, how she “sometimes has to go out to Pulau tekong on a boat in the wee hours of the morning”, and how “getting knee-deep in mud and fighting swarms of mangrove insects are just part and parcel of her job”.

carrots and sticksthe third step is to reward exemplary staff or take quick corrective action when behaviours are not a l igned with values.

Mr Yip told Challenge that in com-

mitting to values at organisations that he has led, he’s had to make tough calls. “I have asked people to leave, where there are clear actions that are visible to staff – not only when there was misconduct, but also when their behaviour didn’t reflect our values.”

While the Public Service gives an-nual service awards to officers who go the extra mile, social worker Ben teo (who won the 2009 PS21 Star Service Award) thinks exemplary of-ficers and best practices should be given more “air-time”. “We need to toot our horns once in a while. the Police have Crime Watch to boost public confidence and education, so could we raise the profile of Public Service via a tV show to share heartwarming stories and challenges?”

chipping in to make it workMaking values like Integrity, Service and excellence “come alive” will always be a challenge, especially when staff struggle with daily work pressures. It is also why they can be easily taken for granted. Yet, experience shows how embedding values in staff and turning them into reality can create superior performance.

It also means officers of every level must also take tangible action to put Public Service values into practice at work and in the community.

Whether it ’s telling a story to a col-league, stopping to help a person in need, rewarding staff who demonstrate superior service or other daily practices, taking values to heart and spreading them can make the difference that actually creates leading-edge results.

13Cover Story

HighlightsI

IIFeature15The Big Idea

So what’s architecture got to do with Star Wars? For one, they are about space. And for Clement Lim, 39, executive architect at the Architecture and Urban Design Excellence Department, Urban Redevelop-ment Authority, and a major Star Wars fan, both his passions are a way to see life, have fun and explore new personal and professional limits. The costum-ing enthusiast has the habit of lugging his trusty Stormtrooper helmet with him everywhere he travels. “It all started as a reaction to those typical holiday shots, you know, pictures of people with the same angle and smile posing in front of buildings. I wanted to satirise these ‘clones’ by being one myself ! So the helmet followed me on my honeymoon, and the rest, as they say, is history,” he explained. Clement now has a collection of unique travel photos of him in the distinctive helmet. For him, it’s all part of the adventure that is life. “It tells a story about my passions and links all the cities I travel to,” he said. “As an architect, you’re always trying to connect and engage with people. When you dare to do something dif-ferent outside of work, you see things in new perspectives and also remember to inject some fun into the everyday.”

This is a new series where we feature officers who have a passion. If you are one, or know of one, email us at psd_challenge@psd.gov.sg.

Officers With A Passion16

Text

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raly

n Ta

y Ph

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super trooper

He’s a

ARChItECt IS A StAR WARS gEEk

Editor: We hear you! We’ll be working hard to bring you more stories of officers and what they do at work, especially the unsung heroes. But we need YOUR help! Tell us who we should feature: psd_challenge@psd.gov.sg!

“The article ‘Why is it so hard to say sorry’ made me realise that I should stay calm and apologise politely to my customers should there be occasional faults in the system.”

“Reading how positively the Unsung Heroes do their work (even if the work is viewed as ‘unimportant’ or

‘non glamorous’) inspires me.”

Did a Challenge article help you in your work?

• The Unsung Heroes Series• Letters to a Young Public Officer:

On Finding Happiness by Philip Yeo• Cover story for Nov/Dec 2011:

From Liveable to Loveable City

Your

sections in Challenge?

Articles that you liked!

TOP

344%44%Have my own copy

Go to Challenge online

Borrow a copy or my department’s browsing copy

33%23%

How do you read Challenge?

Has reading Challenge changed yourperception of the Public Service?

Yes “I've always thought the Public Service is boring and only suitable for those planning to retire. Now I know it’s far more exciting and challenging.”

55%

42.7%NONO

YESYES57.3%

Do you read Challenge?

Here’s your feedback from the Challenge Readership Survey 2011.

�ank you to the 2,071 who responded!

Loudclear

We hear you

and

I don’t read Challenge because...

22% Can’t find time

Others

7%Don’t read magazines at all

5%Not relevant to my work11%

55% I don’t receive a personal copy

Psst! Hunt down the Challenge rep in your agency and let them know you'd like a copy!

What readers wantMORE stories and issues concerning support staff

Editor: We know you love your copy of Challenge, but do pass it along to share the love!40%

Do you share your copy of Challenge?

do you have a story to share?

featuring... unsung heroes 

officers' interesting homes, hobbies, even habits!

officers involvedin exciting initiatives at work

officers based overseas

17Readership Survey

Organisations must remember that their businesses are about

relationships, says social business consultant Keith Nakamura

SOCIAL MEDIAWonder Drug

engagement strategy, it wouldn’t have rushed to set up a Twitter account.

Organisations have to go beyond the superficial application of social media if they want significant results. The new connected customers are savvier and more demanding. They want more authentic and transparent form of communication with brands. But many organisations, both private and public, are still stuck in the early stages of what the industry is calling Social Business.

A change in mindsetBecoming a social business means intro-

ducing structural and cul-tural transformations that connect an organisation with its external partners to enhance relationships. This increases shared value for all stakeholders. Social me-dia is embraced holistically,

requiring a fundamental mindset shift.

Here’s an example of the old mindset: In a recent discussion with a public agency, we spent 75 per cent of the time debating if they should use Facebook, Twitter or blogs, and 25 per cent of the time planning campaigns to get more “likes”.

What should have been done was to discuss staff training on social media, inter-departmental coordination and community engagement plans. But these were quickly dismissed due to the lack of time.The powerful relationship-building capabilities of social media were hence ignored.

If that public agency valued relation-ships with its constituents, having a comprehensive community plan that

WHEN IT COMES TO SOCIAL media, organisations tend to see it as a wonder drug. There’re audacious promises that it’ll bring great market-ing and PR results at a fraction of the cost. Oh, and also revolutionise the way organisations are run and bring about a new world order. But social media can be nothing more than another market-ing channel when it’s used superficially.

It’s about relationships and strategyBusiness (including the business of public services) is about relationships. Social media, when you strip away the hype, simply enables organisations to

reach a broader audience and engage them in a more personable way. But, in the quest for fancier marketing tactics, such as YouTube video campaigns, many organisations sacrifice having a strategy and overlook the basics of building meaningful and lasting rela-tionships, with horrific consequences in some cases.

Recently, during the prolonged break-down of SMRT trains, the company was criticised for having a Twitter channel that was manned only during operating hours. In the world of new media where users expect 24/7 response, this showed a lack of understanding of the medium and, more importantly, its users.

If SMRT had paid more attention to knowing its users and had a well thought-out social media and customer

goes beyond “likes” and ensuring the entire organisation is customer-facing should have been top priorities.

On the positive side, there’s a small but growing number of the “enlightened”. IBM is a great example. Besides selling business solutions to organisations keen to deploy social business, it is also em-powering all IBM staff to be customer touch points. Everyone is trained on skills ranging from insight-generation to customer relations. As IBM puts it, “Social Business starts with People” and they are serious about it.

Marketers and business leaders are start-ing to demand greater integration and internalisation of social media with core infrastructures. But this will only come with a change in culture and mindset. All these have to happen from the top and with a real commitment to building relationships with customers.

In future articles at Challenge Online (www.challenge.gov.sg), I will elaborate on case studies and challenges as we look at going beyond merely tapping social media and towards building a truly social business.

Customers want more authentic and transparent communication.

Keith Nakamura is co-founder of Creo Inc., a social business consultancy, with more than 10 years of online and digital marketing experience. Previously, he was the digital marketing lead at Microsoft Singapore and Windows Live lead at Microsoft APAC.

Thinking Aloud18

is no

DEAR YOUNG OFFICER,

I was a young officer once. Just like some of you. It’s hard to believe, I know. To you, people like me may seem like relics from another era (of typewriters and carbon paper); who’re afraid of Facebook (yes, I’m averse to it) and not getting with it (is this expression passé already?). Or worse, just getting in the way of real change.

That’s the strength of youth. The young believe they are unique, that no one else gets it, that life is full of infinite possibilities and they have the power to change the world. All this was true of me too when I started out in the Service. Through a combination of circumstance and ambition (or the lack thereof, at least in the private sector), I somehow decided my primary mission in life would be to help people. Actu-ally that’s not entirely true; my primary motivation was to not spend my time working hard making money for other people. Also, I wanted something tan-gible as the fruit of my labour, instead of just adding zeroes to the bottom line. I wanted to make a meaningful contribution, and my work to make a real difference. And life in the Civil Service seemed a good way to do that.

But it doesn’t really matter how you came to be in the Service today. What matters is how you intend to continue, every day for the rest of your career. What matters is when you look back

on your time in Service, you are able to say that you did some good and take some pride in what you have accom-plished, for the public you have served and helped, the lives you have touched. Never lose that perspective. It is easy to get lost in the bureaucracy and forget that what we do affects many people directly and indirectly, every day. It is easy to focus on the big p i c tu re , on the KPIs that affect how you and your team look because that’s your bottom line, and forget that the numbers are about real people out there. Find a way to see and hear their stories periodically if you can. Get on the ground.

As for my own stories, what I treasure most are not the personal successes, but rather, the memories and camaraderie of those I served alongside, and the battles we fought together. So as you move forward in your career, remember that you did not make the journey alone. Many others within the Service have contributed to your success through their work, guidance, influence and

tolerance. When I sometimes catch myself being uncharitable, I remind myself that as a young officer, I had also made my fair share of mistakes. I spoke my mind and was fortunate enough to have good bosses who

overlooked my youthful naiveté and occasional unwitting impudence. But I was always motivated by good inten-tions and I think that was what people could see and forgive.

So speak your mind, but always check yourself to see if you are doing it for the right reasons. And if you do that often enough, you will gain far more than simply treading the safe, conser-vative path that leads to mediocrity.

And as you progress in your career, remember this: you were also a young officer once.

When I sometimes catch myself being uncharitable, I remind myself that as a young officer, I had also made my fair share of mistakes.

27Letters to a Young Public Officer

by Aw Kum Cheong, Divisional Director,

Foreign Manpower Management Division, Ministry of Manpower

yourSpeak

Mind

Makes or Breaks

“Leadership

IT IS NOT OF TEN THAT A leader in the Public Service gets to helm a startup. But that was ex-actly what Leo Yip, 48, had to do when he was tasked to kickstart the Workforce Development Agency in 2003.

Then fresh from the Ministry of Manpower, the current Chair-man of the Economic Develop-ment Board says that was probably the most “acute” challenge he has encountered in his 30-year public service career.

“The organisation was set up with some people from the Manpow-er Ministry, some from SPRING, some from outside, and we had to build up a united team that had to deliver ‘from yesterday ’,” he says on the urgency of setting up the WDA, in the wake of the post 911 economic downturn as well as

the SARS crisis, to help the work-force through training and skills upgrading, and the unemployed find jobs.

It is one of many leadership chal-lenges he has had to tackle, which have made him who he is today: The man tasked with enhancing Singapore’s position as a global business centre. And it is the theme of leadership which dominates Challenge ’s interview with Mr Yip, whose belief is that “ leadership makes or breaks an organisation”.

It can be said that his route to public service leadership was fairly typical: A Catholic Jun-ior College student who took up a Singapore Police Force overseas scholarship, he was a police of-ficer on the ground before working his way up the ranks, then in the Manpower Ministry and EDB.

an organisation”At a time when the values and ethos of the public service have been hauled into the spotlight, EDB Chairman Leo Yip says it all comes down to good leadership.

Text by Wong Sher Maine Photos by Norman Ng

What’s usually in your cup?Our trusted PUB product.

Your favourite flavour or brand?PUB water, with nothing added.

Where do you usually have your cuppa?

I carry a flask of water with me in the office.

Which begs the ques-tion: Can a scholar who has a privileged education and acceler-ated career path relate to, and empathise with, staff at the lowest rung of the organisation-al hierarchy and the man-on-the-street he is trying to serve?

Mr Yip asks, why not?

In his case, he credits his stint as an Investi-gation Officer at the now defunct Queenstown Police Station as an eye-opener to life. “I saw situations of distress and pain, I understood victims of crime, witnesses of crime and offenders, I developed a sense of empathy,” says Mr Yip, who chose a police scholarship to have a closer connection to the ground.

This people connection, he feels, is a necessary trait of a good leader, along with intellect and the abil-ity to make decisions. “If all you do every day is think ‘task’ then it ’s hard for you to think ‘people’,” he says. “It ’s about communication to large groups and individuals, re-specting people, making them feel that I value them as we talk.”

He also seeks to inspire. That, to him, is one of the key tasks for pub-lic service leaders today. “There must be a sense of aspiration or a sense of stretch in the organisation, to attain, create or build something which is better for the people of Singapore.”

The other two prongs in his tri-dent of tasks for leaders is the need to ensure that people work with a “sense of connection to something bigger”, and the importance of cre-ating a “sense of belonging in the workplace where people find mean-ing and fulfilment”.

One way that Mr Yip has tackled these tasks, in nearly every organi-sation he has led, is to go through a visioning exercise where the staff “collectively create a sense of the

future”. Think workshops and dis-cussions, where there is plenty of brainstorming on ideas of where the organisation should go.

Indulgent and time-wasting? No, says Mr Yip. “The process of talking through collectively, discussing and co-creating is a very powerful one, and it gets people to think about the future first of all.”

Just 15 months ago, he led the EDB in such an exercise which culminat-ed in the organisation’s first internal vision statement: “A great organisa-tion. A home. And a global leader in what it does.”

Some results from that exercise include initiatives to make EDB a stronger home for its officers, ideas on how the design of office space can nurture a stronger sense of community, as well as a redesign of work processes. “As we try to do new things, it ’s also important that leadership is cognizant that there are things we should stop doing.”

It’s about communication to large groups and individuals,

respecting people, making them feel that I value them

as we talk.

Amidst his daily tasks of inspiring his people, meeting CEOs, selling Singapore to investors and deliver-ing on his promises and travelling about 10 times a year, the father of two teenagers manages to carve out time for himself by slipping on a pair of jogging shoes.

He finds his thinking moments in long solo jogs of up to 20 km. When he is in Singapore, he hits the road straight after work at 8pm about twice a week, around the Changi area, and returns home two hours later for dinner.

He says: “It keeps my mind clear. We all need solitude for self-reflection, and in doing so, we become more anchored, and more humble.”

Feature29 A Cuppa With...

Go ahead and expose the (suspected) evil ploy to your supervisor,

Permanent Secretary/CEO or the relevant internal department! You

will be informed if investigations will be carried out based on the

discretion of the investigation team.

Baa~

�ese cases are few and far between, but if you get a sinking feeling in your stomach that something’s amiss, how do you deal with it?

Scene no.

Case no.

Wrongdoing committed

Identify yourself when you make an official report. Don’t worry, every effort permissible under the law will be made

to keep your identity confidential.

Go to the relevant agencies, such as the Singapore Police Force, Auditor-General’s Office or Corrupt Practices Investigation Bureau.

Some DARK DEEDS TO BE

1

2

3

4

5

6

7

8

Academic or professional malpractice

Plagiarism is serious business – learn “How to copy right” in our November/ December 2011 issue.

Criminal acts

Your colleague gets high on work, and not in a good way. And is that a gun you see in his drawer?

Participating in and condoning a wrongdoing

It’s not just the mastermind who needs to pay – partner(s) in crime and those concealing evidence related to the wrongdoing are punishable too.

Financial malpractice

There’s no way he can afford that Lamborghini with his salary. Unless...

Abuse of power

Your boss’ nephew’s wife’s cousin who just joined your department got promoted instead of you, even though you know you’ve been consistently turning in good work since starting work there two years ago.

Endangering the health or safety of persons or the environment

If you need to be told twice to report a case like this...

Miscarriage of justice

Unlike in the movies, those in the wrong sometimes don’t get their just desserts, while the innocent are punished. You have a chance to correct that.

Corruption

You saw your colleague accept money from a member of the public to expedite his license processing.

OutBaa~

Baa~

WeedingBLACKSHEEP

Shhh...Let me tell you a secret~

After the sleuthing is done, has a

wrongdoing indeed been committed?

Do you have sufficient evidence? (You’ve gathered enough proof to

be reasonably sure there’s something fishy going on.)

Are you doing this in good faith? (You’re not out to sabotage the person because of vengeance or

other petty grievances.)

Your suspicions may be misplaced this time, but thank you for being vigilant nonetheless.

Relax, you won’t be penalised because you made the report in good faith.

Take internal disciplinary actions.

Depending on the nature and sensitivity of the issue, you may not be directly informed of the outcome, but there’s always a

chance the media might pick it up! Whether that happens or not…

Go back to work... until you sense another

conspiracy brewing.

Depending on the nature of the

misconduct, your superiors or HR

department will...

You suspect your

colleague is the government or

up to some1’

2’

3’

4’

5’

Baa~

for doing your part to uphold the integrity of the

Public Service!

Text by Chen JingtingIllustration by Ng Shi Wei

Go ahead and expose the (suspected) evil ploy to your supervisor,

Permanent Secretary/CEO or the relevant internal department! You

will be informed if investigations will be carried out based on the

discretion of the investigation team.

Baa~

�ese cases are few and far between, but if you get a sinking feeling in your stomach that something’s amiss, how do you deal with it?

Scene no.

Case no.

Wrongdoing committed

Identify yourself when you make an official report. Don’t worry, every effort permissible under the law will be made

to keep your identity confidential.

Go to the relevant agencies, such as the Singapore Police Force, Auditor-General’s Office or Corrupt Practices Investigation Bureau.

Some DARK DEEDS TO BE

1

2

3

4

5

6

7

8

Academic or professional malpractice

Plagiarism is serious business – learn “How to copy right” in our November/ December 2011 issue.

Criminal acts

Your colleague gets high on work, and not in a good way. And is that a gun you see in his drawer?

Participating in and condoning a wrongdoing

It’s not just the mastermind who needs to pay – partner(s) in crime and those concealing evidence related to the wrongdoing are punishable too.

Financial malpractice

There’s no way he can afford that Lamborghini with his salary. Unless...

Abuse of power

Your boss’ nephew’s wife’s cousin who just joined your department got promoted instead of you, even though you know you’ve been consistently turning in good work since starting work there two years ago.

Endangering the health or safety of persons or the environment

If you need to be told twice to report a case like this...

Miscarriage of justice

Unlike in the movies, those in the wrong sometimes don’t get their just desserts, while the innocent are punished. You have a chance to correct that.

Corruption

You saw your colleague accept money from a member of the public to expedite his license processing.

OutBaa~

Baa~

WeedingBLACKSHEEP

Shhh...Let me tell you a secret~

After the sleuthing is done, has a

wrongdoing indeed been committed?

Do you have sufficient evidence? (You’ve gathered enough proof to

be reasonably sure there’s something fishy going on.)

Are you doing this in good faith? (You’re not out to sabotage the person because of vengeance or

other petty grievances.)

Your suspicions may be misplaced this time, but thank you for being vigilant nonetheless.

Relax, you won’t be penalised because you made the report in good faith.

Take internal disciplinary actions.

Depending on the nature and sensitivity of the issue, you may not be directly informed of the outcome, but there’s always a

chance the media might pick it up! Whether that happens or not…

Go back to work... until you sense another

conspiracy brewing.

Depending on the nature of the

misconduct, your superiors or HR

department will...

You suspect your

colleague is the government or

up to some1’

2’

3’

4’

5’

Baa~

for doing your part to uphold the integrity of the

Public Service!

Text by Chen JingtingIllustration by Ng Shi Wei

31Infographics

Star-studded cast from left: Kamarudin bin Fadilah, Quek Yi Hui Eleanor, Hariharan Dharmarajan, Salamah Yusop and Soh Guan Thong

You know they’re special the moment you meet them. That sparkle in the eyes when they talk about their work; that

infectious enthusiasm in sharing stories of satisf ied customers… These off icers – nominees of the PS21 Star Service Award 2012 – are living, breathing examples of public off icers who

use their hearts and hands to deliver sterling service.

AR

Text by Bridgette See and Muhammad Irwan Shah Photos by Charles Chua

STP REWO E

33Feature

Quek Y i Hui EleanorTeacher, Mee Toh School

This extroverted and energetic young teacher has won kudos for using creative methods to keep her class motivated and engaged. Once, she decorated her classroom to look like a scene out of Roald Dahl’s Charlie and the Chocolate Factory – all in the name of getting students to fall in love with the writ-ten word. During recess, she bonds with students by playing basketball and having meals together. “Children have unlimited potential, and I want

Hariharan DharmarajanLecturer-Mentor, Institute of Techical Education (ITE) College East

This witty and chatty lecturer knows no bounda r i e s when c a r ing f o r students. His bosses say for Hari (as he is known), “a student in hospital is not merely ‘visited’” as he makes sure the socio-emotional needs of the student and his family are taken care of. This compels him to go the extra mile, even to the extent of finding jobs for former students and their parents. On many occasions, the bachelor, who came here 15 years ago from Mum-bai, makes personal visits to students’ homes if they had been absent. Ten years since he started teaching at ITE, Hari remains available 24/7. He thinks nothing of spending weekends and late nights to counsel and coach students who come with assorted academic and emotional woes. “I can have a peaceful sleep only when I know I’ve done a good job,” he says. This genuine care has touched students and parents, with many saying he’s helped to turn their lives around. In a touching letter to ITE, a pair of parents whose daughter died in 2009 referred to the lecturer as a “messenger from God” for his generous support and encouragement during their bereavement.

I can have a peaceful sleep only when I know I’ve done a good job.

to be everything for them,” she says, explaining her passion for teaching. “When I was young, I had a group of good teachers, I want to give the same experience to my students.” Eleanor has also earned praise for her efforts in help-ing two students deal with their anger, behavioural and delinquency issues. Her dedication is well-recognised, given that she has won the Most Inspiring Teacher Award at Mee Toh twice in her four years.

Soh Guan ThongTechnical Support Off icer, Christ Church Secondary School

With his salt and pepper hair, it ’s easy to assume that Guan Thong is a stern, no-nonsense guy. Instead, he’s been described as a “thinking and learning officer” who delivers service with “great joy”. So much so that he’s gone beyond his job scope to (take a deep breath) being a nursing offi-cer, emergency team leader, school photographer, chief handyman and “active economic drive officer” who’s helped the school save thousands of dollars with refurbished furniture and equipment. He’s even helped to extend the school’s Science cur-riculum to incorporate astronomy and environmental education. This is an officer whose imagination is not limited by his job title. The school attributes its strong culture of care to this “gem of an officer”, who once took a student to hos-pital for a fractured arm when the parents couldn’t. Asked what drives him, Guan Thong says: “I work not for money or for promotion. I work for my students.”

Salamah YusopSenior Off icer, Human Resource Services, Vital

Mdm Salamah is known as the “walking dictionary” of HR records at Vital. Her vast knowledge in processing retirement cases has had an impact on retiring of-ficers. Once when a public officer tendered her resignation due to poor health, the alert Mdm Salamah realised the officer would lose her pension and benefits if she did so. Mdm Salamah notified the relevant Ministry and the officer was advised to apply for optional retirement instead, without forfeiting her benefits. At Vital, Mdm Salamah reviews and vets pension papers to ensure that retirement benefits are computed correctly. As the sole person handling retirement cases for 41 agencies, she often works long hours to help retirees get their benefits on time. She’s even visited those who lack mobil-ity to save them the trip down to Vital for retirement briefings. Her customer service philosophy is simple: “If they’re happy, I’m happy.”

Kamarudin bin FadilahTechnical Support Off icer, Public Utilities Board

Kamarudin has been described as hav-ing “unfathomable commitment” by his bosses. Married with two children, he still works extra hours, sacrificing much of his weekends and after-office hours to attend to emergency flooding and urgent feedback from PUB’s call centre. It’s no wonder he’s won several service awards since joining the Service four years ago. Driven by a “sense of ownership” to serve the public, Kamarudin is known to have a way with tough customers. “Sometimes they expect magic,” he says of the unrea-sonable ones. When this happens, he takes a deep breath to stay calm and tries his best to step into their shoes. On many occasions, Kamarudin has made magic happen. Once, he skipped his night class to help a distraught couple retrieve their camera from a river. Unable to find the camera (which had the couple’s wedding pictures) in the dark, Kamarudin returned the next morning to try again. Overtime: Many hours. Reward: Priceless.

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35Feature

HAVE YOU EVER HAD NEW work improvement ideas but your team-mates preferred established procedures? Have you been frustrated when they don’t value your ideas? Do you know what you can do to present the proposal in a more palatable way to different teammates?

Or, do you work with people exactly like you but senior management says your team needs broader perspectives? What is lacking in your team? A Devil’s Advocate, perhaps?

The Team Management Profile (TMP) is one of several research-based assess-ments designed for this, a useful tool to understand why communicating ideas in a particular way would make one person tick, while doing nothing for, or even irking, others.

A 60-item questionnaire focuses on how you relate to others at work, how information is gathered and used, how decisions are made, and how you orga-nise yourself and others. Charles Mar-gerison and Dick McCann, founders of Team Management Systems, identified eight distinct roles – colour-coded for easy reference – that people tend to specialise in due to their preferences, work experience and assigned function.

Knowing the “colour” of your teammates can help you adapt your communica-tion, generate greater buy-in and resolve conflicts. Colour-coding your team can help you tap individual strengths, and invest time to build specific skills lack-ing in your team.

Here’s a sampling of four colours from the Margerison-McCann Team Man-agement Wheel.

Yellow – The Explorer PromoterThis person is so persuasive, he could sell ice to Eskimos. He has high-energy, knows lots of people and is good at getting resources. He is a visionary and a good communicator. Easily bored, he likes varied, exciting and stimulating work. He’s influential and outgoing.

Pink – The Thruster OrganiserShe thrives on making things happen and seeing results. She enjoys analys-ing issues, organising and implement-ing new projects through setting up systems, and making decisions quickly. She will exert pressure on others, and may overlook others’ feelings.

Dark Blue – The Controller InspectorHe is meticulous and detail-oriented, a great enforcer of rules and custodian of SOPs. He is strong on control, critical of inaccuracies, and has a low need for contact with people. Quiet and reflective, he can dive deep into a few issues at once.

Dark Green – The Reporter AdviserThis person loves to collect informa-tion, and is known as the “H: drive” (historical drive – she knows as much as a shared drive). Tolerant and usually not aggressive, she is a good helper and supporter who is flexible with time-lines. She dislikes being rushed into making decisions, enjoys finding out more information, and has a tendency to interpret issues personally.

What happens when opposing colours meet? The Pink Thruster Organiser seeks re-

The Civil Service College offers the workshop “Team Discovery – Building a Cohesive and Successful Team” to discover your Team Management Profile and design a plan for team development. The next run is Oct 24-25, 2012. Find out more at www.cscollege.gov.sg

sults impatiently, but the Dark Green Reporter Adviser needs time to collect information to decide. Balancing both perspectives is important for quality team solutions. If team members are unaware of, or biased against, certain work styles, conflicts will arise. Without a language to describe the differences more objectively, conflicts can be taken personally and team effectiveness ad-versely affected.

What can team leaders do to facilitate effective teams? Invest time to understand your team and facilitate team development. De-scribe how the team will work together, establish decision-making norms and have a process for giving and receiving feedback. You may want to read Jerry Garfield and Ken Stanton’s Harvard Business Review artic le “Building Effective Teams in Real Time” (2005) for more tips for a positive tone and environment, especially for new teams.

Colours in the Public Service Looking at Civil Service College work-shops using the TMP tool, most public officers are Pink Thruster Organisers, followed by Dark Blue Controller Inspectors and Yellow Explorer Pro-moters. Dark Green Reporter Advisers are rarest.

Understanding team styles can help you work better with others.

Know yourteamColours

Level Up36

a

What major changes have you experienced in the Public Service through the years? Are there

moments in your career as a public officer that have left an indelible impression?

We want to hear from you! We want to know about the significant projects, people and events that have

defined your time as a public servant.

There is no limit to the number of memories you can contribute. Log on to SingaporeMemory.sg to open your personal memory account and deposit

your stories with accompanying photos (if available). Use the tag “Public Service 2012” (don’t miss this

important step!) for each of your memories. The five most interesting memories win a $50 book voucher each. Don’t wait any longer; the contest closes on

Friday, June 15, 2012.

Curious about us? irememberPublicService collects personal memories

from officers in the Public Service. This is part of the larger, nationwide Singapore Memory

Project (SMP). SingaporeMemory.sg is the online platform for SMP that will enable everyone who has experienced Singapore to discover, share and contribute their personal memories of all things

Singapore. Deposit your memories and let them live on for future generations.

37Feature

policemen wore

shorts?

Terms & Conditions• Minimum of 100 words per memory

• Memories posted on the SingaporeMemory.sg will be made available for access and use by members of the public. Please read the terms

and conditions on the website for more information.

*Photo donated by Yesudian Pon Thomas to the National Library Board. He is dressed in the uni-form of the then Singapore Harbour Board Police, 1953.

Now you can share such recollections with the Singapore Memory Project

Do you remember when

What better way to show off Singapore to visitors than with food?Instead of just sticking to Newton Circus, try these eateries too,

where great cuisine and sights are served.

Text by Ryandall Lim Photos by Norman Ng

PeraMakanGrowing up in a Peranakan household, Chef Kathryn Poh Neo learnt that “well-bred Nyonya girls must learn to cook, sew and keep house”. So, while most children were playing masak-masak, little Kathryn was actually preparing food. Today, the owner-chef of two PeraMakan restaurants holds strongly to her belief that good Peranakan food comes only from a Nyonya’s home. Her restaurants – one at the idyllic Keppel Club and another in the Peranakan enclave of Katong – are extensions of her home, where each dish is lov-ingly cooked and tasted to ensure that they stay true to the originals passed

down by her mother and grandmother. Such love enables Chef Poh Neo and her chefs to laboriously soak, clean and dig out the buah keluak nuts, add spices, then diligently fill them back in before cooking. The same goes for sourcing and extracting the natural dye from blue pea flowers to colour the fluffy apom berkuah pancakes. PeraMakan’s regulars swear by favourites like ayam buah keluak ($16), babi pongtay ($14), beef rendang ($16), petai sambal udang ($12), nasi ulam ($16, advance order required) or ikan garam as-sam ($16). My pick from the selection of desserts is the durian pengat ($6) which is definitely the one made for me to love.

Nyonya food cooked with love

Address: Level 3, Keppel Club 10, Bukit Chermin Road Singapore 109918 (Main Outlet)

Opening hours: 11.30am – 3pm, 6pm – 10pm daily 

Reservations: 6377 2829

Website: www.peramakan.com

Clockwise from far left: Traditional Peranakan dish Nasi Ulam ; a kaleidescope of colourful and flavourful ingredients from the kitchen; and apom berkuah pancakes that are coloured with the natural dye of blue pea flowers.

nationalobsession

StraitsKitchenHungry while sightseeing away in the heart of Singapore’s shopping belt? Head down to the Grand Hyatt Singa-pore, where its lively buffet restaurant, StraitsKitchen, serves up a sumptuous spread of more than 60 lip-smacking dishes. These include perennial hawker favourites such as satay, rojak, popiah, char kway teow, fried carrot cake, laksa and roti prata, to tasty treats like roast duck, sambal stingray, tandoori chicken and prawns masala. The dessert section is well-stocked with colourful nyonya kueh, ice kacang, mango pudding, Chi-nese snacks and traditional biscuits.

Designed with show-kitchens, this plush halal-certified restaurant allows diners to gawk (and pick up some culinary tips) while eating. As far as popular, value-for-money buffets go, StraitsKitchen is it. International celebrity chef Anthony Bourdain makes it a point to eat here whenever he visits. It ’s no wonder the place is often packed with very eager and hungry Singaporeans, families and business groups. Do come early to enjoy as much of the spread as you possibly can because, with the number of mouth-watering dishes, it ’s literally so much food, so little time!

Authentic hawker fare, in comfort

Address: Grand Hyatt Singapore 10, Scotts RoadSingapore 228211

Opening hours: Buffet lunch (with free flow of selected juices): $44++ (adult), $24++ (child) 12 pm – 2.30pm (weekdays)12.30pm – 3pm (weekends & public holidays)

Buffet dinner:$52++ (adult), $28++ (child) 6.30pm – 10.30pm (weekdays)6.30pm – 10.30pm (weekends & public holidays) Reservations: 6738 1234 Website: www.singapore.grand.hyattrestaurants.com/straitskitchen

Clockwise from top left: Guests of StraitsKitchen; roast duck and satay; bottles of olive oil double up as decor; and a chef making a prata .

39Life.Style

Ubin First Stop RestaurantTucked away at the eastern tip of Sin-gapore, in rustic Changi Village, is Ubin First Stop Restaurant. Despite being a little far from town – perhaps a draw in itself – this popular seafood restaurant sees many loyal diners, from fishermen to well-known personalities including former Foreign Minister George Yeo, as documented in photos adorning its walls. Owner Allaan Tan started the restaurant in 1990 on Pulau Ubin, in a simple building that used to be a prison, near the Ubin jetty. It was a “first stop” for hungry visitors, hence its name. In

2008, he relocated his business to Changi Village, next to the renovated Changi Point Ferry Terminal. Most of the sea-food, however, still comes fresh off Ubin’s waters. The restaurant, whose signature dishes include home-made sambal chilli crab ($45/kg), deep-fried crispy baby squid ($12), garlic bamboo clams ($8/piece) and my favourite, ultra-fragrant salted egg-batter prawns ($20), can now seat up to 350 people. It somehow retains its laid-back charm, and diners can still see bumboats coming and going while enjoying their chilli crabs, just like in the old days.

Seafood in the villageAddress: 57, Lorong BekukongChangi VillageSingapore 499173

Opening hours: 11.30am – 11pm daily 

Reservations: 6546 5905 Website: www.ubinfirststoprestaurant.com.sg

Clockwise from top: Pictures of famous guests such as former Foreign Minister George Yeo adorn the walls of the restaurant; sambal chilli crab with deep fried mantou; signature garlic bamboo clams; and the kitchen where staff in bright orange uniforms whip up the dishes.

One on the BundWithin historic Clifford Pier ’s re-furbished façade is the resplendent Shanghai-themed One on the Bund. Here, past meets present, where lavish contemporary fittings harmonise with Chinese antiques like old suitcases, birdcages, medicine cabinets and even an entire bed chamber. Two stone guards greet diners at the start of an expansive lantern-lit walkway, leading to an al fresco dining area where a magnificent view of Marina Bay awaits, especially at dusk. Melodic strains of old Chinese tunes and the pleasant scent of burning fruit-wood wafting in the air are unmis-takable, the latter a signature preparation

step for One on the Bund’s Traditional Wood-fired Peking Duck ($88). Other exquisite dishes include the aromatic Crispy Soft Shell Crabs in a Sea of Szechuan Red Peppers ($48) and melt-in-the-mouth One on the Bund Crispy Deboned Lamb Ribs ($56). Each is a visual masterpiece, and tastes as heavenly as it looks. Owner, executive chef and creative brain Calvin Yeung, from Hong Kong, is also an avid fashion designer, and a section is dedicated to showcas-ing his chic cheongsams and tangzhuangs (Chinese jackets). So after visiting old Shanghai through a multi-sensorial cu-linary experience, Chef Yeung can also help you look like you’ve just been there.

A feast for the sensesAddress: 80, Collyer QuayClifford PierSingapore 049326

Opening hours: 12pm – 2.30pm daily,6pm – 10.30pm (Sun – Thu), 6pm – 11.30pm (Fri & Sat) Reservations: 6221 0004 Website: www.wws.com.hk

Clockwise from top left: One on the Bund’s signature Crispy Deboned Lamb Ribs; the architectural trademarks of the historic Clifford Pier like the concrete arches have been preserved; traditional thermos flasks add a touch of chinois chic; and a prime location for great sunset scenes of Marina Bay and the city ’s financial district.

41Life.Style

National MuseumA cultural and architectural icon of Singapore, the National Museum provides a range of facilities which cater to different types of events. One example is the Glass Atrium, an architectural marvel with huge, beautiful glass walls and a glass passage which allows guests to see the exterior of the atrium. The 694 sq m space can hold large-scale banquets. Guests will have an unforgettable experience.

Plus Point: Awe-inspiring architecture

Address: 93 Stamford Road Singapore 178897

Contact: 6332 0120

Email: oh_li_li@nhb.gov.sg

Website: sg.sg/national_museum

*SCAPELocated in the heart of Orchard Road, *SCAPE is the representation of vibrant youth today. Just like versatile young people, *SCAPE offers an array of “flexible” venues. Take Gallery, for example – 2,100

sq ft of empty space that you can customise into whatever you want – seminars, meetings or retreat activities; the only limit is your imagination.

Plus Point: Easy public transport access (Somerset MRT)

Address: 2 Orchard Link Singapore 237978

Contact: 6521 6565

Email: venue@scape.com.sg

Website: www.scape.com.sg

Civil Service Club: TessensohnThis iconic clubhouse for the Civil Service Club is located on the fringe of the city centre. A major facelift has given Tessensohn a new breath of life since March 2011. It offers an array of sports facilities like badminton, tennis and a 20-lane bowling centre, most suited for corporate games. For corporate functions, Tessensohn has rooms of varied sizes for meeting, training and workshop needs. There is also an auditorium with AV and sound equipment that can accomodate 188 persons.

Plus Point: Conveniently located, near town and within walking distance to Farrer Park MRT station

Address: 60 Tessensohn Road Singapore 217664

Contact: 6391 5613

Email: events@csc.sg

Website: www.csc.sg/csc_ facilities.htm

Republic PolytechnicWith an array of modern facilities catering to students of the 21st century, the campus opened in 2006. Designed by renowned Japanese architect Fumihiko Maki, the polytechnic has become a cultural landmark in the north of Singapore. Among the most intriguing facilities are the Agora Halls, fully-carpeted, air-conditioned exhibition halls which can accommodate up to 500 people each, for banquets and retreats. Two halls can be merged to take up to 1,000 people.

Plus Point: Up-to-date modern facilities

Address: 9 Woodlands Ave 9 Singapore 738964

Email: Help-EstateEvents@rp.sg

Website: sg.sg/republic_poly

Singapore Sports SchoolThe only school in Singapore dedicated to developing talents for sports, this venue is equipped with an air-conditioned auditorium, theatrette and meeting rooms. If you want to stay overnight during your retreat, the school provides hostel facilities from dormitories to studio apartments available during scheduled school holidays.

Plus Point: Provides sports facilities as well

Address: 1 Champions Way Singapore 737913

Contact: 6766 0100

Botanic GardensA magnificent garden dating back to 1859, this is a beautiful place to relax and unwind into nature’s tender arms. In addition to flora and fauna, there are also unique facilities for rent, such as Burkill Hall, a British colonial bungalow built in 1866. Renovated and currently used as an exclusive venue for weddings and special occasions, it is the perfect place to hold a quiet, intimate retreat. Burkill Hall overlooks the National Orchid Garden, adding to its natural splendour. Also amidst the lush greenery, the Function Hall is available for use, equipped with an in-built audio-visual (AV) system.

Plus Point: Peaceful environment, yet close to the city

Address: 1 Cluny Road Singapore 259569

Contact: 6471 7374

Email: nparks_sbg_venues@nparks. gov.sg

Website: bit.ly/botanicgardens

Out of ideas on where to hold that special retreat or meeting? Challenge presents a cheat sheet of venues run by the Public Service.

North.Central.

GetawayPLACES

*SCAPE

Botanic Gardens Burkill Hall

Email: enquire@sportsschool.edu.sg

Website: bit.ly/sports_school

SAFRA Mount FaberLocated amidst the serene natural environment of Mt Faber, this SAFRA club has three function rooms for a variety of uses. The Crystal and Diamond Rooms can cater for small team meetings and seminars for 30 people, or be reconfigured to host larger corporate events for up to 150 persons. The ballroom is suitable for banquets for up to 300 persons.

Plus Point: Flexibility in catering to organisers’ needs

Address: 2 Telok Blangah Way Singapore 098803

Contact: 6377 9141

Website: bit.ly/safra_mtfaber

Outward Bound Singapore Reception Centre (Punggol)lf you fancy a peaceful night by the sea singing songs while having a barbecue, this place is ideal. RC Punggol is alongside the Punggol Point Jetty. Great for a corporate retreat on a budget. Here you can find a community hall, air-condi-tioned classroom, BBQ area with two pits and an open campsite.

Other facilities include public car parks, restrooms, showers and soft drink vending machines.

Plus Point: Value for money

Address: No. 22 Punggol Road Track 19 off 24th Avenue Singapore 828871

Contact: 6545 9008

Email: PA_Outward_Bound@pa. gov.sg

Website: bit.ly/rc_punggol

BiopolisA scientific facility located at one-north, a business development park, Biopolis focuses on research and development for biotechnology. Aside from scientific activities, there are facility services for the public, including 10 meeting rooms fully equipped with a conference table, chairs, writing panels and AV equipment. It has five theatrettes that can accommodate 170 to 340 guests, as well as a foyer and a 600 sq m multi-purpose open area.

Plus Point: Good quality meeting equipment in all facilities

Address: 30 Biopolis Street Matrix #B2-14 Singapore 138671

Contact: 6407 0135

Email: facilitybooking@bsf.a-star. edu.sg

Website: bit.ly/Biopolis

Civil Service Club: Bukit BatokThe newest addition to the clubhouses run by the Civil Service Club, this one, opened in 2007, offers a lot of facilities, from a huge signature two-tier swimming pool to a 24-lane bowling centre. There are also facilities for corporate events, meetings or retreats, including an elaborate ballroom for functions.

Plus Point: A respite from the city’s concrete jungle with fairly new facilities

Address: 91 Bukit Batok West Avenue 2 Singapore 659206

Contact: 6391 5613

Email: events@csc.sg

Website: www.csc.sg/csc_ facilities.htm

HortParkHortPark is part of the Southern Ridges, a series of parks south of Singapore. The park is a gardening hub which brings together recreation, education and research. The park is popular with family, nature enthusiasts, and people who crave a serene environment. It hosts a Butterfly Garden set up in 2009 to breed butterfly species that are vulnerable to urbanisation.

HortPark also has multiple facilities such as meeting rooms in many different sizes for 25 to 50 people. For a team-building activity, the HortLawn, an outdoor area of 800 sq m, is available, accommodating up to 600 people.

Plus Point: Unique garden feel, sense of tranquillity

Address: 33 Hyderabad Road Singapore 119578

Contact: 6376 3909

Email: Nparks_HortPark@nparks. gov.sg

Website: www.nparks.gov.sg/ hortpark

National Community Leadership Institute (NACLI)NACLI, under the People’s Association, offers an excellent place for patrons to relax and feel as if they’re on holiday. The facility offers a resort-like ambience with overnight accommodation for 164 people. NACLI also offers training and conference facilities, halls and an auditorium.

Plus Point: Everything is here: Facilities for meetings, accommodation for retreats

Address: 70 South Buona Vista Road Singapore 118176

Email: nacli@pa.gov.sg

Website: bit.ly/pa_facilities

East.

West.

South.

43Directory

HortLawn

Civil Service Club Tessensohn ClubHouse

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Need We Say More?Here’s where we let the humour loose, and learn to laugh at ourselves a little more. Have ideas or jokes about the Public Service? Email us: psd_challenge@psd.gov.sg

PUBLIC OFFICERWe couldn’t resist coming up with a version of the “What I really do”

Internet meme. Do you agree?

What my friends think I do What my mum thinks I do What citizens think I do

What my boss thinks I do What I think I do What I really do

The Irreverent Last Page44

The three core values of the Singapore Public Service are , and .

a. Impartiality, Courtesy, Serviceb. Innovate, Co-create, Excellencec. Service Excellence, Organisational Excellence, Personal Excellenced. Integrity, Service, Excellence

The is the organ of state that serves as the independent custodian of the integrity and values of the Singapore Civil Service.

a. Singapore Public Service Commission (PSC)b. Corrupt Practices Investigation Bureau (CPIB)c. Internal Security Department (ISD)d. Supreme Court

Public Service Week (PSW) starts on the Monday of May every year and lasts for the entire week.

a. Firstb. Secondc. Thirdd. Fourth

Public officers recite the during the Public Service Observance Ceremony to serve our nation and our people.

a. Oath of Public Serviceb. Public Service Pledgec. Public Officer Pledged. Pledge of Service

Singapore occupies place in the Corruption Perceptions Index 2011 published by Transparency International.

a. 1stb. 3rdc. 5thd. 7th

CONGRATULATIONSto the winners of the

March/April 2012 Trivia Quiz

Elaine GohNHCS

Muhamadnoh WandyLTA

Angie YeoDOS

Jasmine HoNHCS

Amanda HoDOS

Submit your answers byJUNE 15, 2012 at:

Challenge Onlinewww.challenge.gov.sg

Please include your name, email address, agency and

contact number.

All winners will be notified by email.

Pairs ofMovie

VouchersTo Be Won

)We,

members OF

the Singapore

Public Service,

pledge to serve

our nation

AND

OUR PEOPLE, to BUILD A PEACEFUL,

PROGRESSIVE & VIBRANT

SOCIETY.

T0

iNTEGRITY,

service&excellence,

to be a first class

public service,

worthy of singapore.

this cause,

we shall always

carry out our

duties,

guided by

the values

of

Sign

up

for P

SW e

vent

s & a

ctiviti

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ww

w.p

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) ))) ) )

SERVING THE NATION & PROUD OF IT | 21 MAY-27MAY

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PSW_challenge_mag.pdf 1 3/27/12 4:19 PM