april 2004 3 1 www.ps21.gov.sg/challenge .ps21.gov www.ps21.gov.sg/challenge Public Service for the 21st Century Exploring new vistas Public officers on work attachment gain new perspectives 10 Now you can withdraw your CPF online 5 How MINDEF saves $100 million a year 8 Transforming Quality Circles in CGH 12 april 2004 CONTENTS 3 A LINE FOR YOU Exploding egg gives birth to microwave oven 4 WHAT’S HOT Published contributions will receive an exclusive gift from the PS21 Office. Have you got your SingPass? “A new outlook for teachers”. Please write to the Editor of Challenge EASY does it! We would like to hear your views and suggestions on the cover story, Now you can withdraw your CPF online Give your name, ministry, ministry address and telephone number. fax to 6775 3461 or email to LEONG_shih_yeng@psd.gov.sg. at PS21 Office, 29 Heng Mui Keng Terrace, Singapore 119620, Inaugural SPFIS Learning Festival 7 AT THE MINISTRIES e-Polling is coming your way 8 ECONOMY DRIVE How MINDEF saves $100 million every year Successful initiatives 9 INNOVATION IN ACTION A kickboxing librarian 10 COVER STORY A new outlook for teachers VIEWPOINT Stints at DSTA and Shell BCA officers taste life in the private sector 12 AT YOUR SERVICE Transforming Quality Circles in CGH Safer trolleys for all Changing sheets is now a breeze SNEC introduces two e-newsletters It is attitude that counts Challenge is published monthly by the PS21 Office, Prime Minister’s Office (Public Service Division), 15 JUST DO WIT Editor: Leong Shih Yeng, PS21 Office Editorial Advisors: Boo Chong Han and Tan Chee Seng, PS21 Office Keeping troops safe from lightning strikes Editorial Team: Pauline Mah, Organisational Review Committee • Josie Kang, Quality Service Committee • Navy WIT’s brainwave 16 STAFF MATTERS Cheryl Lee, Staff Well Being Functional Committee • Inthira Mailvaganam, PS21 Office Publishing Effective workplace health promotion Consultant: Pagesetters Services Pte Ltd Printed in Singapore: Utopia Press Pte Ltd SAF Smoking Cessation Programme 18 A DAY IN THE LIFE OF A PUBLIC OFFICER 29 Heng Mui Keng Terrace, Singapore 119620. T 6874 7558 • Fax: 6775 3461 Animals is her pet topic VOLUME TEN ISSUE THREE 19 HEALTHY BODY, ACTIVE MIND Screening for breast cancer starts with you Email: LEONG_shih_yeng@psd.gov.sg • Website: www.ps21.gov.sg 20 CHALLENGE QUIZ el: You can savour juicy updates, bite-size stories, fresh tips, choice ideas and plenty of food for thought. What’s more, you’ll love today’s special — the Chomp Chomp online game! So hurry, don’t miss out! Log on to www.ps21.gov.sg/challenge now! EXPLODING EGG GIVES BIRTH TO MICROWAVE OVEN Dr Percy Spencer was a scientist working for the Raytheon Corporation in the US. One day in 1946, he noticed something very unusual while doing research for a project related to radar. He was testing a new vacuum tube called a magnetron. He found that a bar of chocolate in his pocket had melted. This puzzled him. So he tried another experiment. This time he put some popcorn near the tube. The popcorn cracked and burst all over the place. Clearly the popcorn had been cooked. The next morning, Spencer decided to put the magnetron tube near an egg. The egg began to shake as its inside heated up. Then the egg exploded.* Spencer asked why these things had happened. The melted bar of chocolate, the popcorn, and the exploding egg all were cooked by the microwave energy coming out of the magnetron tube. Now, if the egg can be cooked so quickly, why not other foods? This was how we came to get the microwave oven. Very few of us are scientists. But we do not have to be a scientist to learn a very useful lesson from this story. The lesson is: If you see something unusual, ask “Why?” If you do not understand something, ask “Why?” By asking why, you will learn something new. And it may be that you will find out others also do not know why. We all know that children like to ask the question “Why?” Sometimes they ask so much that adults tell them to stop asking. But it is by asking that they learn. We should learn to be like children again. Ask “Why?” And if you have a new idea and people say you should not try it out, ask “Why not?” We need to be curious. We need to be imaginative. Ask a lot of “Why?” and “Why not?” Lim Siong Guan Head, Civil Service * If you put a raw egg in your microwave oven at home, it will quickly cook and it will also explode. Warning: Never try to run a microwave oven with the door open. Dr Spencer did not know of the danger of microwaves at first. He could have cooked himself. But he soon decided he must not be near the magnetron tube when it is running. What’s Hot 4 Have you got your SingPass? Your SingPass or Singapore Personal Access is your common password for accessing and using all public services online. Put simply, it is the online equivalent of your NRIC number. Find out how you can use it to transact with the Government online. ingPass is an alphanumeric password S • made up of 8 to 24 characters. With your SingPass, you can do the following: view your Central Provident Fund (CPF) Statement of Account • transfer your CPF savings from your ordinary You can apply for your SingPass via the eCitizen website. account to your special account • submit a request to encash your Electronic employment pass holders and dependent pass Restructuring Shares holders can apply for their SingPass. • file your income tax through the Inland To get it by post, make your application Revenue Authority of Singapore’s (IRAS) through the eCitizen website. To get your SingPass website on the spot, visit any CPF office, Community • register for a business/company on the BizFile Development Council or any of the 15 selected website Community Clubs/Centres. To know more, log on • do business with the Government online to www.eCitizen.gov.sg. through the GeBiz website Read the following stories for two examples of • file notice of a civil marriage how organisations and members of the public can All Singapore citizens, Permanent Residents, benefit from using the SingPass. EASY does it! online corporate Division, GCIO, IDA By Lim Seng Joo, Electronic Services n October 2003, the Inland Revenue Authority I of Singapore (IRAS) launched the new e-Services Authorisation System (EASY), a information required by different government common business authorisation system. services. EASY allows an organisation to authorise its With EASY, the staff or a third-party organisation (for example, process of transacting tax agent, professional body) to access with the Government is government services on its behalf. now a straightforward journey. The organisation no longer Its one-user identification (ID), needs to apply to the one-password authorisation (SingPass) approach c h a lh l ae l nl g e g a p r ip l r i 0l 4 0 4 various government makes it “transparent” and seamless for staff or a c agencies to change proxy to access and transact with different authorisation access government agencies online. e n details. Selected staff EASY is accessible by all companies and can act on behalf of businesses registered with the Registry of e a their organisation to Companies and Businesses, and all societies access and update registered with the Registry of Societies. What’s Hot 5 Now you can withdraw your CPF online Gone are the days when people had to visit the Central Provident Fund (CPF) Board to withdraw their CPF when they turned 55. Now they can go online to apply for withdrawal. By Member Education Department, CPF Board n the past, CPF members had to visit the CPF Board with their bank passbooks, or go to the bank to get I their bank account numbers endorsed in order to apply for withdrawal. Now, to use the new e- CPF members can log on to the Board’s website at www.cpf.gov.sg, withdrawal service, they simply click on “E-services” and select “Reaching 55: e-Withdrawal” to apply for CPF withdrawal. need to key in their NRIC number and SingPass. Said Mr Soh Chin Heng, will be able to view their personal information Director (Retirement and online, such as their estimated withdrawal amount o all Investment Division), “The and CPF Minimum Sum. This will give members a sent t ng ngP ass is xist i new e-withdrawal more complete picture of their CPF savings, and The Si members. E o CPF o nt service saves members help them in planning for their retirement.” new ho log mem bers w with their the hassle of visiting The e-withdrawal service is currently available ices our e-serv will b e our offices to apply for to members who are POSB account holders. This L PIN heir CPF PA eset t CPF withdrawal. In service will later be extended to UOB and OCBC te d to r promp ot he addition, members account holders. IN t ass. PAL P SingP numeric alpha Although EASY can typically be used for EASY BENEFITS e-services built on the PSi (Public Services Government agencies do not need to: Infrastructure) platform, it applies to e-services built using non-PSi tools too. • issue and maintain agency-specific IDs/ If you are keen to know more about EASY, passwords for authorised access to their simply log on to the PS Online Intranet e-services (www.intranet.gov.sg/eCitizenSupport) and • manage agency-specific authorisation download a factsheet on EASY or even a databases brochure for potential business customers of EASY. For organisations, EASY allows: You can also contact your PS Online account • the administrators to effect authorisation managers by sending an email to to access multiple government either Stephanie_Kwok@ida.gov.sg or e-services from a central location, Sharon_Low@ida.gov.sg. instead of having to do so with different Agencies that require copies of the agencies at multiple websites EASY brochure for • an employee or a proxy to use only his dissemination to own ID and SingPass — and not multiple their customers can IDs and passwords — for authentication write in to IDA_PS- and access to different e-services Online@ida.gov.sg. What’s Hot 6 Inaugural SPFIS Learning Festival importance of continuous learning and personal mastery. He said, “In a knowledge-based economy, only continuous learning will equip us for tomorrow’s world…. It requires us to be willing and able to constantly and continuously learn new things, unlearn old ones that are no longer relevant and re-learn to keep moving forward.” He urged the audience to embrace lifelong learning. Two much sought-after speakers, Dr Low Guat Tin from the National Institute of Education/Nanyang Technological University and Dr Kirpal Singh from the Singapore Management University, were invited to share their thoughts at the symposium. SPFIS staff could try out many games and learning Dr Low captivated the audience with her activities at the Learning Carnival. humorous talk entitled “The Enemy is Out There!” She pointed out that some people are always inclined to blame others for how things happen instead of being introspective and reflective. She also shared about various learning disabilities and how one can overcome them. Dr Singh shared on the challenges to lifelong learning and the guts and gumption we need for learning and breaking new ground. He said that it is not the strongest who will survive but the ones who are most responsive to change who will flourish. Having some fun At the end of the symposium, everyone had a chance to try out many games and learning activities organised by the different PID divisions Staff responded in positive ways to the Learning Festival. at a fun-filled Learning Carnival. For example, the participants could learn about themselves by taking the MBTI® (Myers-Briggs Type By PID, SPF reating our people as our most valued assets Indicator ®) personality test. They could also gain T and developing a family of valued professionals are tenets of the shared vision of the Singapore Police Force (SPF) and the Police knowledge on diverse topics such as hydroponics, ozone and even the many uses of lemon. Investing in human capital Intelligence Department (PID). With these in mind, A series of learning journeys and courses were PID launched a mega event for personnel of the made available to staff during the festival. To instil SPF Intelligence System (SPFIS). the value of taking responsibility for one’s The inaugural SPFIS Learning Festival was learning, all staff were given Learning Dollars to officially kicked off by Director PID, Assistant bid for what they were keen to attend. Commissioner (AC) T. Raja Kumar, on 14 January Through the various programmes and activities 2004. The festival lasted two and a half months. of the Learning Festival, PID hoped to encourage The theme was “Life is a Learning Journey”. c h a l l e n g e staff to take the first step in the lifelong learning Hearing from experts journey and to develop personal mastery. PID’s The festival opened with a symposium for all SPFIS management is convinced that this investment personnel. Commissioner of Police, Mr Khoo Boon in human capital will accelerate its progress Hui, was present to grace the occasion. towards achieving its vision of being “a world- a p r i l In his opening address, AC Raja highlighted the class criminal intelligence agency”. 0 4 MINISTRY OF COMMUNITY DEVELOPMENT AND SPORTS At The Ministries 7 e-Polling is coming your way to be exported from the portal to an Excel spreadsheet. Users can then use the SPSS (Statistical Package for Social Sciences) software for further cross- tabulation and detailed analysis. Government agencies are eagerly waiting to use the e-poll for online indicative polling. Enhancing the Agencies will welcome this latest feature which enables them to conduct their e-Consultation own poll with ease and speed. Paper webpage New features have also Last year, the Feedback Unit launched the been added to the e-Consultation Paper webpage. e-Consultation Paper webpage for all Agencies can now post several questions to obtain government agencies to post policy papers more information on the profile of feedback online for feedback. It will launch the much- contributors. They can also attach documents as awaited e-poll feature in April/May 2004. additional information supporting the issue being discussed. For the feedback contributors, they can save their By Feedback Unit ave you ever thought of conducting your H own poll with ease and speed? If so, the e-poll feature of the Feedback Unit’s Government Consultation Portal incomplete write-ups as drafts and work on them later. They can also email the paper to their friends. This way, they will help to generate more feedback. (www.feedback.gov.sg) may be just what you are With such friendly channels available, public looking for. consultation is now a breeze. Come on board The e-poll is one of several features being the Government Consultation Portal at added to the portal to enhance its value as a www.feedback.gov.sg today! consultation medium. In the works for about 10 months, the e-poll system is now in the final phase of testing and will be launched soon. In “walking MANY CONSULTATION CHANNELS the talk”, the Feedback Unit sought feedback from Singaporeans can choose from a variety of the government agencies on what would make a consultation channels available at the user-friendly and effective e-poll facility. Government Consultation Portal. Likewise, Benefits of e-poll public agencies can ride on these channels nt he The e-poll is easy to use. ation o re inform n It is simple to upload and to gather views and ideas from people. For mo sultatio r the Con disseminate poll e-poll o dmund Indeed, this is what they have been doing. ntact E r Po rtal, co 55 8 127) o questionnaires, as well Since the launch of the e-Consultation (Tel: 63 54 806 9) Phang Tel: 63 as to gather and ictor S eah ( o Paper webpage last April, 15 agencies have V il t analyse the findings. an ema ds.gov. sg. or send it@mc The e-poll system posted 51 policy papers on the webpage. ck_un feedba allows the findings EconomyDrive 8 How MINDEF saves $100 million every year promoting ED in MINDEF: By MINDEF ED Secretariat he Ministry of Defence’s (MINDEF) Economy T Drive (ED) movement started in 1976. Since then we have been optimising the use of resources and minimising wastage through • Firstly, there is clear demonstration of commitment at the very top level of MINDEF. For example, the Minister of State for Defence innovation and technology. heads the committee which monitors the ED A culture of cost consciousness within efforts in MINDEF. MINDEF and the Singapore Armed Forces has been • Secondly, MINDEF adopts a coordinated and built up over the years. We achieve savings of cross-functional approach in planning and more than $100 million annually. implementing ED. This way, initiatives can be The money is re-deployed to fund more critical examined holistically. For example, the requirements. Some of the projects have had feasibility and cost of the initiatives, as well as wide-reaching impact. Projects such as the whether the initiatives will result in higher Indirect Seawater Cooling System and automatic costs in other areas, are taken into switching devices have consideration. MINDEF’s approach also been publicised in facilitates “cross-fertilisation”. For example, ED the local initiatives that have proven to be successful newspapers in one department can be introduced to other and during departments. our PRIDE • Thirdly, there is empowerment and accoun- (PRoductivity and tability at the operating level in promoting and Innovation in Daily implementing ED initiatives. While incentives encourage ground-level units/departments to Effort) Day. independently seek innovative ways to optimise Promoting ED resources, these incentives will be awarded only There are three after the ideas have been implemented and the main thrusts for savings have been confirmed. Successful initiatives INDEF shares three successful projects that Cheaper way to dispose refuse M have reaped significant savings: Previously, the expenditure for refuse collection rose due to an increase in the number of refuse Improving productivity in tunnel bins used at various camps and the use of different construction bin sizes. To curb the rising costs, MINDEF officers To reduce the time taken for drilling when looked into using larger bins and reducing the MINDEF officers are conducting tunnel overall number of bins. As a result, MINDEF saves construction works, the water supply is now about $244,000 per annum. pumped directly from a nearby quarry pond. Previously, mobile water tankers were used to Saving on maintenance works provide the necessary water supply for drilling. MINDEF requires regular maintenance works such c h a l l e n g e c h a l l e n g e With the change, the drilling time has been as the cleaning of external compounds, grass cutting significantly reduced from 8 to 6 hours a day. at non-critical areas and horticulture maintenance. This has greatly improved the overall work By optimising the frequency of maintenance works processes and productivity in tunnel through process re-engineering and adopting construction, as well as enabled MINDEF to enjoy cheaper alternatives, MINDEF now saves about a p r i l a p r i l savings totalling $8.3 million. $620,000 annually. 0 4 0 4 Innovation In Action 9 A kickboxing librarian By Nirmala Sakthi, TEC Executive he image of a librarian is stereotypically T revolution. He was part of the team that initiated someone bookish who wears thick glasses, the famous library@orchard and introduced the dowdy clothes, has her hair in a bun and no cafés in libraries concept in Singapore. life outside the library. In addition, Gene But Mr Gene Tan from the National Library was also the brain AsPI is a revolu Board (NLB) breaks all myths, stereotypes and behind the popular dimensio tionary, multi- nal prog personas of a traditional librarian. He is the new “Ask Stupid exposes ramme th particip at age, cool and sleek librarian who innovates with Questions” informa ants to tion, an varied to experien d visual ols, passion, zeal and style. He is also a TEC (The workshops that ces beyo and sen nd their sory Enterprise Challenge) Champion. have inspired spheres. normal The prog stimulate ramme staff in over 20 experien aims to Aspiration Pathfinder creative tial lear organisations and inn ning of Reminiscing about his innovation journey which cultivate ovative skills, to innovate open an saw the development and launch of the TEC and gen d inquis itive min and think erate br ds sponsored Aspiration Pathfinder (AsPI) programme, eakthro ugh idea Gene says, “I wanted to change the world a little creatively. s. bit, seriously! Being a ‘learn-by-rote’ student, I Thriving on challenges felt very inadequate and craved for exposure to As someone who derives energy from challenges, diverse perspectives outside my little world. So at an Innovation Masterclass, I toyed with combining Gene fought hard to make people understand AsPI the travel experience with library services. The and not to be terrified by it. Since AsPI makes result was a library programme that emulates the people stray from what they know and learn not best travel experience — the kind that takes you by rote but by experiences and interaction, to meet people and undergo experiences you don’t Singaporeans were shell-shocked at first! So Gene usually encounter.” adapted AsPI so that users can better understand In fact, this starry-eyed innovator has such a the programme and accept it more readily. strong inclination for AsPI that he says, “AsPI is AsPI is currently in the second phase of everything that I’ve ever believed in — anything development. Gene’s biggest challenge now is less than that and it becomes work.” making it accessible to all without letting it An agent of change become ordinary. Gene is a veteran public officer who joined the Public Gene is grateful for the funding from TEC Service even before NLB was formed. True to his which is also supporting the second phase of AsPI. radical nature, he quickly joined the lifestyle library He looks upon the TEC Unit team as football coaches nudging him forward and giving him a big push when the going gets tough. Gene envisions that one day AsPI will become a worldwide programme that will be talked about and imparted as much as the “7 Habits of Highly Effective People”. His team’s dream is to become the “Creative Technology” of creativity and innovation. And they’re in the process of planning manuals, a book and even a gameshow! Gene striking a pose. Kickboxing at Orchard Road was part of the AsPI programme. TEC Champion Gene received the TEC Champion Award at the Global Entrepolis @ Singapore 2003. This award is presented to public officers to recognise their innovative and enterprising spirit. Gene is not only one of the new breed of librarians but also an exemplary public officer who truly lives his dreams. He has incorporated everything he loves, from theatre to gameshows, into his work. He explains, “Breaking down the Gene and his team gave the crowd at Global Entrepolis @ Singapore an innovative and distinction between work, life and passion makes energising treat. you feel like you are living, not working!” Cover Story 10 More publ enco ic ag urag encie gain ing t s are new heir take expe staff to A new outlook up n rie this ew c nces and cover halle abou st nges t MO ory, you . In who E an will go o d re n wo BCA offic ad for teachers stint rk at ers s in tachm and the p othe ri ent r pub vate sect lic ag or encie s. Seventy-seven teachers were more than happy to enhance their pupils’ learning. work during their year-end school holidays last year. The teachers can choose the But they did not spend their time in school. Instead, organisations they wish to be attached to for one to four weeks. The attachments can be done locally or they were attached to over 30 organisations in both overseas, in either private or public sector organisations. the private and public sectors, such as banking, Teachers can apply for attachments during the school e-learning, IT, law, tourism and hospitality. holidays or term time. The teachers who participated have found the he Ministry of Education (MOE) introduced the T experience beneficial and have posted their Teacher Work Attachment scheme to provide reflections on the MOE Intranet. For a first-hand opportunities for teachers to broaden their account of two teachers’ experience, read the story experiences, enrich their teaching and ultimately on the facing page. BCA officers taste life in the The Building and Construction Authority (BCA) structures and condominiums, as well as conducting started a programme that offers its officers a checks on the structural design of various schools. chance to experience a one-year stint in the private She found her attachment experience helpful to her work. She explained: “My current duty at BCA is to sector. Two to three officers are selected each year inspect dangerous buildings and to approve periodical for attachment to consultant firms in the inspection reports. Through the attachment I gained a construction industry. better understanding of various structural systems. I can now easily identify crucial structural elements and By Leong Ee Leng, BCA ooted by BCA’s CEO, the programme aims to M expose the officers to industry practices and to give them a taste of private sector life. It also presents a hence assess whether the defects are serious and whether they will affect the overall stability of a building.” chance for staff to broaden their experiences and boost c h a l l e n g e c h a l l e n g e She added, “The experience has also helped me to their overall development. be more confident in making decisions regarding Gaining relevant lessons structural issues.” Ms Irene Ho, an engineer, was glad for the opportunity New perspectives, useful contacts to work in the private sector. During her attachment, Another advantage of the programme is that the staff a p r i l a p r i l she was involved in designing underground MRT station will learn to view the construction industry from more 0 4 0 4 Cover Story 11 Stints at DSTA and Shell r Thomas Low from Radin Mas Primary also had many positive M School had always wanted to know how private organisations and statutory boards go about their business. things to say about his experience. He had So when the Teacher Work Attachment scheme was launched, wanted to learn about he was the first in his school to sign up. operations in He was attached to the Defence Science and Technology a multinational Agency’s (DSTA) Plans Department for five days. corporation and was During his attachment, he learnt how Knowledge attached to Shell’s Yap Wai Meng Management (KM) can enhance an organisation’s Human Resource competitiveness. When the new school term started, he Department for a week. eagerly applied what he had learnt to his work. During his stint, he gained insights into how He said, “I have since incorporated two KM initiatives into the company goes about recruiting staff. He noted my teaching methodology. Firstly, I tried to build a culture of that when assessing candidates, the company sharing and collaboration by getting my students to post paid much attention to each candidate’s resources online so that everyone can accomplishments, traits and abilities beyond what access the materials from home as long their academic track record might state. as he/she has a computer and Internet He actively shares what he observed with connection. his students. “I talk to students every now and “I also introduced a tea session during then about working life and what they are going which my pupils and I discuss current to do after their ‘A’ levels,” he said. “I try to point affairs over food, drink and classical out that although academic performance is Thomas Low music. It is very much like a working high- important, it is also important to lead a balanced tea session.” life with CCA involvement and other experiences Sharing how the attachment experience had impacted that may be invaluable one day in the him on a personal level, he said, “Now I tend to look at things working world.” from a broader perspective. When faced with a problem, I Mr Yap has also would look at it from multiple angles. The experience has incorporated a case developed my critical thinking skills to a large extent.” study on Shell in his Mr Yap Wai Meng, an Anderson Junior College teacher, geography lessons. private sector Moreover, engineers will not only gain practical design experience in building engineering but also establish a good industry network and learn about the latest developments in the construction industry. Upon completing their attachment, they will be in a better position to help recommend policies and resolve issues in the industry with their new perspectives. Said Senior Development Officer Jeffery Neng, “We are able to network with various industry players like architects, project managers, contractors and even construction-related authorities such as the BCA officers are enriched by their work attachment experience. National Environment Agency. Such exposure has definitely helped me in understanding the industry angles and can then provide fresh perspectives for BCA. better and in working towards achieving BCA’s vision The experience will enable them to understand the to develop an advanced and competitive construction practices and problems faced by the private sector. industry.” At Your Service 12 Transforming Quality Circles in CGH ing a a g am arnin ng nd le n bri ong s Shar sations c s. Thank t gani od resul By Quality Management Office, CGH hangi General Hospital (CGH) introduced working on Quick or C a new Quality Circle (QC) system and structure in 2003 to enhance its existing QC structure. With the change, staff can choose and In-House projects are only required to complete t go abou Housing to th D e p evelo s inpu rou gene rmed its and t Boa rd’s men ts, CGH h it as y Qual ture. struc from three types of projects instead of just one. a 4- to 6-page report, sfo and tran ystem Two new project types — Quick and In-House as compared to NQCC Cir cle s projects — have been added. (National QC Carnival) The report templates for the two new categories project reports which of projects are much simpler. For instance, staff are 15 pages long (see table for more details). The main purpose of adopting the new OUR VISION framework is to encourage a higher level of staff A hospital recognised by patients and staff participation, and to allow staff to effectively focus on doing the projects without having to spend too for excellence and compassion in service much time writing the reports. The flexibility of and care. the framework also allows staff to inject creativity OUR MISSION and innovation into their projects. Presentations • We are dedicated to improving the health at the In-House Forum can be in any creative of the community in the east. form, including skits, PowerPoint presentations, • We will accomplish this through exhibiting the actual product and singing. A staff who joined a QC for the first time said, “I cooperation with other caregivers, to find the Quick and In-House templates simpler to provide quality healthcare that is use compared to the NQCC one. It is faster to integrated, accessible, affordable and implement and is more effective in helping our appropriate to the community’s needs team to solve problems.” • We value and recognise the contribution In 2003, CGH completed 18 Quick and In- of every staff and foster a culture of House projects. This was a commendable effort, innovation and lifelong learning. given that the staff had to deal with SARS (Severe Acute Respiratory Syndrome) last year. OUR QUALITY VISION The new QC system comes with a new set of To provide a level of patient care and rewards. Staff are given credits based on the type services good enough for our own mothers of project and the award achieved. The without the need for special arrangements. credits accumulated can be exchanged for attractive prizes. Maximum Report Timeframe Approval for Presentation number of length implementation members* Quick HOD 5 4 pages 3 months (Administrator’s - project approval is necessary when In-House Forum In-House 8 6 pages 6-9 months cost exceeds (with option of project c h a l l e n g e $2,000) presenting at NQCC) NQCC 8 15 pages 6-9 months Division NQCC and/or national project Administrator convention a p r i l * The number of members includes the leader but not the facilitator. 0 4 At Your Service 13 Safer trolleys for all hen two nurses injured their toes while few conceptual W manoeuvring a patient trolley, a team called the “Special Action Squad” (SAS) embarked drawings. Next they approached a local on a mission to make patient trolleys safer for welding company for staff at Changi General Hospital. help to fabricate a Upon initial inves- Now: The trolleys are safety bracket tigation, SAS found being fitted with safety protector for placing bracket protectors. that the wheels over the castors. Then (castors) on the pa- a trial was conducted. From there, the team modified tient trolleys were in their drawings based on users’ feedback. Before: Staff can easily good condition. And The project was presented during the In- get injured when according to the House Forum on 2 December 2003. Even after moving a trolley. manufacturer, there that, the team members continued their relentless was no safety feature to prevent the type of acci- pursuit of quality improvement by looking into dent that injured the two nurses. design enhancements. However, SAS persisted in finding a solution. Presently, SAS is carrying out the first phase Using the In-House project template, the team of implementation. The team looks forward to was able to come up with an efficient and practical introducing the enhancements to the rest of the solution. trolleys in the coming months. They will also be The members first brainstormed and developed a starting on a new Quick project soon! Changing sheets is Othe r have hospita ls now a breeze inte this show rest n to inno adopt vatio n! n line with Changi General Hospital’s (CGH) I quality vision to “provide a level of patient care and services good enough for our own mothers”, a considerable amount of the linen attendants’ time. An effective solution Quality Circle team called “SPARKS” developed an SPARKS proposed using envelope bedsheets innovation using the In-House project template. instead and The problem with garters implemented a The team members, who are from the trial in six wards. Housekeeping Department, found that the garters The team found of bedsheets tend to lose their elasticity after that as the flap several washing cycles. When that happens, the of the envelope bedsheets will either roll to the centre of the beds bedsheet is deep, Now: The envelope or come off the mattresses when the beds are bedsheet fits mattresses the bedsheet holds raised, causing discomfort to the patients. nicely. the mattress well. As the mattress sizes differ, the bedsheets may Such bedsheets are also more presentable and not fit them neatly. comfortable. And as they are flat, folding and The bedsheets also packing them is easier and neater. tend to crease even The envelope bedsheets will be implemented after ironing due to the in phases in all wards, starting from the subsidised gathers around the wards. garters. Even after presenting the project at the In- Furthermore, House Forum, SPARKS’ members continue in their Before: The mattress is changing loose garters innovation improvement. They are currently finding visible and the bedsheet can easily come off when is a tedious process ways to make it easier for staff to change the the bed is raised. that can take up a bedsheets of bedridden patients. At Your Service 14 SNEC introduces two e-newsletters The newsletter aims to strengthen service quality awareness and provide customer service tips. Readers are encouraged to share what they learn during their regular sharing sessions with staff, so as to facilitate the transfer of knowledge. Staff are welcome to share articles on best practices they come across. Said Ms Iris Wee, Quality Service Executive, “It’s a good way to keep ourselves updated on ‘what’s in the market’. It is also a good platform for sharing best practices.” There are plans to have E-Flash uploaded onto SNEC’s Intranet so that everyone in SingHealth can benefit from it. SNEC F.A.C.E. This monthly newsletter is made available to all staff via SNEC’s Intranet. It provides a quick analysis of the compliments received and SNEC F.A.C.E. recognises staff for delivering recognises SNEC staff who have received accolades excellent service to patients. from the public for their display of care, concern and professionalism when attending to patients. By SNEC Quality Service Team he Singapore National Eye Centre’s (SNEC) T Quality Service Department has introduced two e-newsletters that focus on service. E-Flash is about best practices and customer The name of the newsletter reflects the organisation’s drive to encourage every staff to be a “SNEC F.A.C.E.” (Friendly, Anticipates and acts on needs, Customer-oriented, Empathy). service tips, while SNEC F.A.C.E. recognises staff Said Ms Susan Tan, Quality Service Secretary, for rendering excellent service to patients. “The newsletter is definitely a morale booster for E-Flash our team of service providers as their hard work is E-Flash is circulated to all heads of departments recognised by our patients.” and key staff monthly via email. It leverages on IT The newsletter also provides a point of reference to provide quick and useful data to enable staff to for the Department when it comes to recom- be proactive in delivering quality service to patients. mending staff for the Excellent Service Award. It is attitude that counts In the March issue of E-Flash, readers were The most important “attitude” lesson: encouraged to take ownership and adopt a Customers can detect a negative or condescending positive attitude when going about their work. attitude in a split second! Here are some excerpts you may find helpful. Good customer service providers recognise that customers respond most comfortably to a friendly, ustomer service providers must recognise open-minded attitude. They respond to the use of C c h a l l e n g e c h a l l e n g e that their attitude is extremely easy to detect their names. They want you to look them in the eye. and misinterpret. They want you to listen to their needs and concerns. What is “attitude”? It is the image you project If you project another attitude (even to the world. It is your outlook, your mood, and unintentionally), there is a huge chance that you your perceptions and prejudices. You project an will alienate, irritate or simply “turn off” a customer. a p r i l a p r i l attitude using your body language and tone of voice. Happy employees create happy customers. 0 4 0 4 Just Do Wit 15 Keeping troops safe from lightning strikes To address this problem, a WIT called Rangers from the Army came up with a new design for the PROWs called the Lightning Protection System (LPS). The new system utilises the concept of the safety zone “Faraday Cage” to protect soldiers in the PROWs from the effects of lightning strikes. The LPS consists of two bonding cables and a series of interconnected wire mesh. The Soldiers standing inside this PROW are safe in special bonding cables connect the zinc roof stormy weather. and PROW mesh to the 10 cm by 10 cm wire mesh on the floor. The system is designed to By MINDEF renches and protection walls (PROWs) are T built for defence exercises and for securing key installations against terrorist threats. They are deployed in the open and exposed to lightning allow electric current to dissipate and flow to the earth freely, thus protecting the soldiers standing inside the PROW. With the LPS, the soldiers can still strikes. Hence during rainy weather, troops have to be evacuated to safe shelters to avoid lightning strikes. be deployed in the n ge is a tely of day Ca When troops have to vacate their trenches trenches during rainy A Fara comple re made This weather without com- enclosu mesh. during serious lightning situations, their or m etallic cts as promising their safety. The metal sure a operational effectiveness as well as the realism tin g enclo ld to conduc tic shie of the training are affected. This could seriously morale and confidence tro magne from an elec nclosed s. impact the confidence of our commanders and of the troops have improved w hat’s e rent protect tric cur men who may view that our training and as the soldiers are certain rn al elec all exte operations are not realistic. Valuable training time about their safety during is also lost in the process. training and operations. Navy WIT’s brainwave he Mine Clearance Diving Teams (MDT) are T tasked to recover underwater targets during and after exercises. Previously, the divers To address these problems, a WIT called Diversonic encountered many difficulties: designed a remote lifting actuation system. • The diver faced difficulty in bringing down Now the diver only needs to send down a the MK 5 lifting bag as the trapped air in the coupling pin to connect to the target object. The bag would cause it to float up. bag is then remotely pulled down by the sea boat. • There was additional drag on the MK 5 bag Another coupling pin will be guided down and caused by underwater currents. inserted into the first coupling pin. When the two • An additional diver was required to assist in pins connect, the remote actuation system will pulling down the MK 5 bag. activate the actuator and inflate the MK 5 lifting • The process could take a long time and prolong bag to lift the target. the whole operation. This project has enhanced the capability of the • Too many unnecessary movements diving teams. It has also brought tremendous underwater can endanger the diver while he satisfaction to the team and motivated them to is connecting the MK 5 lifting bag to the innovate further. The Ministry of Defence now enjoys underwater target. $157,000 in savings per year from this project. Staff Matters 16 Effective workplace health promotion By Fiona Soh, Workplace Health, HPB he Health Promotion Board’s (HPB) “These health needs For mo T curriculum for workplace health promotion relate to organisational workplac formation o was revised in 2002. Now more stress levels, individual comprehensive and flexible, the curriculum cholesterol levels, traini Health and th re in e heal ng, th Promo th pro e Wor motio kplace tion G n n emphasises customising tools and techniques for hypertension levels e Sing rant Award apore implementing effective corporate health and other health , call H.E.A 6435 Rena .L.T.H a . programmes. issues that might be HP 3704 or em t B_Hea ail to A panel of specialists in the field was involved draining the lth_At _Work @hpb in reviewing workplace health training strategies. medical budget of .gov.sg . Using a step-by-step resource, Essential Guide the company.… Companies to Workplace Health Promotion, they revised can customise programmes to meet the curriculum by introducing and packaging different modules to ensure Companies can customise programmes to meet relevance and organisational and employee needs. — Ms Mabel effectiveness. Chia-Yarrall, Manager of Workplace Health Promotion The curriculum Programme emphasises equipping companies with evaluation tools so that companies are more able to track the outcomes organisational and employee needs,” she said. of their programmes. As the marketing gurus say: Reaping the benefits “If you can’t measure it, you can’t manage it.” Many companies have benefited from the training A systematic, comprehensive approach provided by HPB. “Very often, companies seem to think of health Said Ms Sharon Pereira, Manager of Quality, needs assessment as simply an interest survey — Environment, Health and Safety Department, measuring what employees want,” said Ms Mabel Philips Electronics Singapore Pte Ltd, “Prior to Chia-Yarrall, Manager of the Workplace Health attending the training programme offered by HPB, Promotion Programme. I thought that healthier workplaces meant more While that is somewhat true, what she sports and games.” advocates is a comprehensive health needs She had also wondered how to improve Philips’ assessment. This includes looking at corporate H.E.A.L.T.H. Award status. She now knows more health screening and fitness assessment results, and Philips will be using the funds from the as well as conducting organisational climate Workplace Health Promotion Grant to colour-code surveys to see if there are health needs that can canteen food, promote vegetables and engage be benchmarked against national standards. caterers who can offer healthier food. “The training has provided us with a clear direction for strategising our workplace health promotion programmes,” said Ms Pereira. “We are no longer second guessing what makes a Gold H.E.A.L.T.H. Award programme.” Having gone through the training, OCBC c h a l l e n g e Property Services’ IT Manager Wilfred Foo was “convinced of the urgency of promoting health”. His company was concerned about containing stress levels effectively and now he has an idea of how to do so in an integrated and systematic a p r i l HPB provides training to promote healthier workplaces. manner. 0 4 Staff Matters 17 SAF Smoking Cessation Programme By MINDEF he Singapore T Armed Forces (SAF) ensures that all servicemen who smoke go through a comprehensive process where they receive health education, counselling and supervision throughout the entire duration of their active service. This is to continually motivate them to quit smoking. The SAF Smoking Control Programme A smokerlyser is used to detect if a serviceman has reduced smoking. consists of three main components: • identification of smokers voluntary. Unit commanders and medical officers • supervision and counselling (including referral have been asked to actively encourage smokers to the Smoking Cessation Clinic) to attend the sessions. • health education Dedicated para-counsellors give the servicemen who attend the Smoking Cessation Pre-enlistment irs the Clinic personalised attention and advice on how atly impa medical review Sm oking gre to stop smoking. There is regular follow-up and ess and During the medical ph ysical fitn r sold iers. the smokers are encouraged to gradually cut nce of ou check-up, the performa to severe , down and eventually quit smoking. o lead medical officer It can als ting dise ases, debilita enquires about the Nicotine Replacement Therapy chronic, tructive ronic obs s uch as ch emic heart smoking habits of all Nicotine Replacement Therapy (NRT) is generally se, ischa lu ng disea pre-enlistees and safe and has been shown to significantly improve d stroke. d isease an records this in cessation rates. Nicotinell patches may be the servicemen’s recommended by SAF para-counsellors to smokers electronic medical record (PACES). with high nicotine dependence. These patches help smokers who use them after quitting smoking Interviews by supervisor to reduce their withdrawal symptoms. All servicemen are interviewed by their supervisor If NRT is recommended by the para- every three months. During the interviews, the counsellors and the officer agrees to going on it, supervisor has to ascertain the smoking status of the medical officer will interview the officer before all the servicemen under his charge. prescribing it. The supervisor provides every identified smoker with a Smoker Interview Card, which is kept in the Positive results serviceman’s interview booklet. The results of SAF’s Smoking Cessation Programme are comparable with studies from the US that show The supervisor also educates the servicemen on an average success rate of about 8% to 10% the adverse health effects of smoking and encourages without NRT. him to attend the Smoking Cessation Clinic. For long-term success, personal motivation is Smoking Cessation Clinic and para-counsellors extremely important. With encouragement and The Smoking Cessation Clinic was introduced as motivation from commanders, doctors and peers, a trial in June 2003. Attendance is strictly our servicemen who smoke can kick the habit. A Day In The Life Of A Public Officer 18 Animals is her pet topic Do you know that cats and dogs can live up contents to cater to the to 20 years? A terrapin’s lifespan is even particular needs of schools. longer — over 20 years. Koi fish can live past Facing a restless and 40 and some birds can even live till 70! sometimes rowdy crowd of However, not all pet owners are prepared for 1,000 to 2,000 students such a long-term commitment. As a result, during assembly time can be very challenging. many pets are abandoned every year. Sherry Sherry has to continually Nee, Senior Animal Welfare Education Officer find new and creative at the Agri-Food and Veterinary Authority ways to capture the (AVA), wants people to realise the students’ attention. responsibilities that come with keeping pets. To further promote pet education, Sherry set up a website (www.ava.gov.sg/aweb) that offers hile pets can be beneficial to people, W not everyone is suited to be a pet owner, said Sherry. Besides being prepared to spend money on food, training, plenty of information and useful resources. She expanded the library at CAWC by acquiring books, videos and overseas magazines. She also picked up desktop publishing on her own, and wrote and grooming, regular check-ups and vaccinations, designed brochures, flyers and a children’s book pet owners must also provide adequate space, love, which are all available online. attention and long-term care for their pets. Many owners buy pets when they are young For love of animals and look small and cute. But when the animals Animals have always had a special place in Sherry’s grow bigger, some owners get tired of them and heart. She explained, “Animals are innocent. They throw them away, oblivious to the consequences. don’t scheme or make plans to harm you. Their For example, some people release terrapins into thoughts are very simple. They are consistent — ponds. This upsets the ecology in the ponds. they won’t love you one day and hate you another Moreover, the terrapins, which are not used to day. They are not fickle, like humans. You can talk finding food for themselves, may not survive long to them and you feel that you have a friend — one in the wild. As for abandoned dogs, they risk falling that doesn’t criticise or lecture you.” sick and being knocked down by cars. If the animals Sadly, in the course of her work, she often encounters people with various misconceptions. do not find new homes, they will be put down. She said, “When I show children a picture of Pet talks and more an abandoned and abused dog and ask them if it Sherry’s role is to educate members of the public, will find a new home, they’ll say ‘Yes’. And when especially students, on pets. She gives talks at I ask them if their pet will find a new home if they schools and during events and exhibitions. She don’t want it any more, they’ll say ‘Yes. It costs also hosts visits to the Centre for Animal Welfare money you know, someone else will want it.’” and Control (CAWC) where participants can get a Moreover, some adults contribute to the chance to handle cats, hamsters, gerbils and problem of abandonment by breeding their pets guinea pigs. to sell to pet shops or just for the experience. Since joining AVA in 2001, Sherry has given Sherry said, “Unfortunately, their pet’s offspring around 250 talks to students on many topics are not guaranteed good homes or they may including stray animals, the different types of pet deprive those pets which need good homes. animals, how to handle pets and being a responsible “Also, parents influence how their children treat c h a l l e n g e pet owner. The talks are animals. If parents do not have respect for animals, For poste rs, work customised for it’s very likely that their children will not too.” brochure sheets, s, article audiences ranging from While mindsets take time to change, Sherry and info s rmation kindergarten children to hopes her efforts will eventually drive home the AVA’s pe on t educati program on tertiary students. Sherry message that animals have feelings too and a p r i l mes, ch www.av eck out will also develop the deserve our care and respect. a.gov.sg /aweb. 0 4 Healthy Body, Active Mind 19 Screening for breast cancer starts with you reast cancer remains the most common B cancer among Singaporean women today. About two women are diagnosed with breast cancer every day, and about 250 women die from breast cancer every year. One in 20 women in Singapore has a chance of getting breast cancer in her lifetime, and her chance increases if: • She is older than 40 years old. • She has a close relative (mother, sister or daughter) who has breast or ovarian cancer. Detection and treatment Breast cancer, if detected and treated early, can be cured. This is how you can beat it: • Do regular breast self-examination and go for regular mammography. • Know the signs of breast cancer and see a doctor if you notice a change in your breasts. All women 30 years and above should do BSE Mammography regularly — once a month, about one week after a A mammography is a simple period when the breasts are less tender and lumpy. examination of the breast using Menopausal women should choose a fixed low-dose X-ray. It can detect monthly date for their BSE. cancerous lumps in the breast BreastScreen Singapore that are too small to be felt by This is a national breast screening programme run the hand. In this way, it is by the Health Promotion Board which encourages possible for the cancer to be women aged 40 years and above to go for regular detected early and removed mammography. Women 40 years and above will completely to save the breast. receive invitation letters to go for mammography. Breast Self-Examination Once enrolled in the programme, women will (BSE) receive reminder letters for the next routine Breast cancer may mammography. develop in the interval Mammography services are available at period between hospitals, private X-ray centres and selected mammographic polyclinics. screenings. It is Go for regular mammography. It can save your important to do BSE breast and your life! during the interval For more details, call BreastScreen Singapore period. at 1800-333 3030 or visit www.hpb.gov.sg. THE CURRENT RECOMMENDATIONS FOR BREAST SCREENING IN SINGAPORE Age 30 – 39 years Age 40 – 49 years Age 50 years & above Do breast self- examination (BSE) monthly Go for — mammography (once a year) (once every 2 years) CHALLENGEQUIZ april 2004 ANSWERS to March 2004 Quiz 1 Name the award that Nanyang Polytechnic won for successfully automating its business processes. Intelligent20 Award 2003 2. What does “DEWS” stand for? Drowning Early Warning System 3. From which website can you get access to IM7? Government Intranet/ www.intranet.gov.sg Answer the following questions on the contents of 4. Answer “true” or “false” to this issue of Challenge: this statement: At www.place2lease.com, factory units are put up for 1. Name the password for accessing and using all bidding 24 hours a day, 7 days a week. True public services online. 5. Volunteers from which ministry spent a meaningful 2. Name the TEC Champion from NLB. day with children from needy families? Ministry of National Development 3. How many teachers signed up for MOE’s Teacher Work Attachment scheme last year? WINNERS of March 2004 Quiz 4. Which SNEC e-newsletter recognises staff for 1. Loo Kim Chwee, LTA delivering excellent service to patients? 2. Lee Wei Chin, PUB 3. Krishnan Gurusamy, CPF 5. What is the average number of women who are 4. Kumutha Muthu, Temasek Poly diagnosed with breast cancer every day? 5. Zaidah Bte Ahmad, HPB 6. Sim Siew Hong, Customs 7. Tay Poh Choo, SLA 8. Patricia Chua Lieu Soo, IDA 9. Samuel Chew, AGD Send your entries to PS21 Office, 29 Heng Mui Keng Terrace, Singapore 119620 10. Ong Ah Seng, RCB by 7 May 2004. Email us at firstname.lastname@example.org or fax to 6775 3461. Give your name, ministry, ministry address and phone number. The first 10 Congratulations to the winners, correct entries drawn will receive a token of appreciation from the PS21 Office. who will each receive a prize.
Pages to are hidden for
"microwave eggs"Please download to view full document