Over the years, you have held numerous, diverse portfolios. Which did you find most fulfilling and why? My seven-year stint as Permanent Secretary (Communications) was probably the most fulfilling. It was during a time when Singapore’s economy was growing rapidly and the Government had to frenetically build up our transportation and telecommunications infrastructure, to be ahead of the strong demand. For example, we completed the construction of the first two lines of the Mass Rapid Transit system and put it into operation. We also developed the idea of the quota system and subsequently implemented the Certificate of Entitlement system to better manage the growth of the car population. I also chaired an Inter-Ministry Committee to develop the technical specifications for the Electronic Road Pricing project. We also set up the Public Transport Council to provide a balanced forum, which takes into consideration the interests of commuters, the general public and the public transport operators, to deliberate public transport issues. Describe the three most challenging experiences you faced in your career. Two of my most challenging experiences happened during my term as Permanent Secretary (Home Affairs). The first was triggered by the attacks on the World Trade Centre in New York on September 11, 2001. We had to immediately mount an island-wide effort to identify and protect critical infrastructure and buildings. The second challenging experience was during the SARS outbreak, when the Executive Group which I chaired was tasked by then PM Goh to manage the crisis. We were dealing with an unknown enemy and had to work out numerous new procedures. These included measures to prevent the importation of new cases and the spread of the disease, the use of thermal scanners at the airport and large buildings, the public campaigns to take temperatures twice a day and the setting up of contact tracing and quarantine procedures. On the medical front we had to scramble to build new isolation and ICU facilities at the Communicable Disease Centre, develop test kits and hunt for new sources of disposable masks, gloves, gowns, etc., which had by then become critically short in supply worldwide. We also had to start a dedicated ambulance service to convey persons with fever to Tan Tock Seng Hospital. This was the most intensive three-month crisis I had to manage. What were the key lessons you gained from those experiences? One of the key lessons I learnt was that it is essential for all organisations, with a role during emergencies, to have a sufficient “buffer of resources”, particularly of experienced and trained manpower, to deal with any contingency. We have been operating with a lean Civil Service, but national emergencies, if not adequately handled, can have much greater political, social and economic impact on Singapore than the dollar savings from having a lean Service. What do you attribute your career success to? No permanent secretary or for that matter, any leader, can work effectively on his own. He has to be able to work as a team and to galvanise his staff and the resources available to him to deal with the issue. I think I have been quite successful in getting the full support of my staff through a combination of motivational practices and interpersonal skills. I also try to attend as many staff welfare and recreational functions as possible. What is your philosophy of work? I would describe my personal philosophy of work as one of providing quality work and service. If something is worth doing, then do it well. It will not come back to haunt you later. This is why I have been championing the Service Quality framework wherever I go, from MinComms to HDB and then to MHA. What would you say to encourage young, aspiring public officers? As for my advice to younger public officers, I have this to say: “Work hard and give of your best in whatever you are doing. The Public Service provides you with many challenging opportunities to develop your talents. So make the most of these opportunities and create something new to benefit your organisation or for all Singaporeans at large. But don’t just spend all your time working. Take up a hobby or sport to give you a more balanced lifestyle.